ComplaintsforNuance Communications, Inc.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Dragon home 15 from Nuance back in late 2021. I just got a new laptop and wished to install it on my new machine, but it wouldn't let me log into my account on the ********************** shop website, and it said I didn't have an account at all. So I couldn't download the installer.I just spent a further 426 euros to upgrade to Dragon professional 16. It installed fine on my old machine. You are allowed to have this software on more than one machine, so I tried installing it on my new laptop, but it requires an install of the previous version of Dragon to work. So now I can't use this software, which I need for work and I am disabled, my new laptop unless I spend over 700 euros To get a fresh version of the software. I have been informed that new ones customer support is notoriously terrible, and I can't even get through to them when calling. Previous people have had bad experiences with this business have had to make a complaint to have their issue resolved, so that's what I'm doing.I've spent close to a thousand euros on nuance products between Dragon home 15 and Dragon individual 16 upgrade, and I can't use them, because I cannot keep using this laptop for much longer because it is going to die.The amount of money I paid the business below is only the amount I paid today. I can't remember how much I paid initially for Dragon Home 15.

  

  Business response

  01/30/2024

  Hi-

  Please have the customer provide full details such as full customer name and address.  The email and contact number do not pull up in any of our systems.  Also, if possible, an order # as well.  We want to assist the customer with their concerns.

  Thanks.

  Customer response

  01/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I had to click that I'm not satisfied because I need to reply to the business as they asked for more information but gave no way to send it, and as their customer service/contact us form is abysmal, this is the only way. Also it's ridiculous that my information isn't bringing up anything, because the name I placed my orders with is MR ******* my business name, exactly as written.

  My details, as Nuance should name them

  Name: MR ************************************ ****************************** (on my current account and on the old one that THEIR WEBSITE stopped me from accessing and said didn't exist while I was logged in on another tab?)

  Contact number: ********** but DO NOT call me, I'm extremely hard of hearing and I set my phone to block calls.

  Address: 30 The Shroughan, ******, R93PF65, IE (and on my old account it was simply "**************" - I often went back and forth from ****** to Ireland then, but I'm just in Ireland now.)

  My order number from my order on January 30th, 2023 is 2390000424439

  That order shows me purchasing Dragon Professional 16 English Upgrade with a serial key of DP89A-R00-92U9-WQMY-8K - I still have the email and can provide screenshots if needed.

  I do not have my order number from my purchase of Dragon Home 15 on July 21, 2021, at 8:13 PM IST. I've searched every email account I have, as well as all my external hard drives and ****** Drive, but I don't have it. And obviously I can't access it through my account, as ********************'s terrible website says I never had an account. However, I do have the transaction ID of 2R539445E1152564M

  I pulled that information from PayPal, on my business account with the name MR ****** and the non-business name *********************** (not my name, do not call me that, it's a shared account. You can call me MR ****** as I go by my business name in life also.)

  It was also purchased with the name MR ****** and the email address ******************************, and its serial key is **********************

  Like I said, I can't get into that old Nuance Shop account. I tried logging in, and every time, it said my credentials didn't match. I did everything I could to get in. I ended up clicking on the help section of Dragon Home 15, clicking "register product" and it took me to a tab where I input my details as if I'd just purchased Dragon Home 15 yesterday just to see what would happen. When it came time to input the email above, it said I already had an account and let me log in. It showed me my purchase (no download link) and serial key, as well as some info. It even let me change my password.

  When I sent the account links/login links I was using to my other laptop, it wouldn't let me in. And while I was literally logged in on one tap, opening Nuance Shop on another tab and trying to log in just brought up the thing saying my credentials didn't match. Even when I clicked "forgot password" and input my email, it said it'd email me IF I had an account, and I never got any email, even in my spam. I input NUMEROUS email address I have access to "just in case" I used them when buying Dragon Home 15 in 2021 (knowing full well I used ******************************) but of course, no credentials matched Nuance's records.

  I have VIDEO PROOF of the above happening. Video proof of me logged in on one tab and unable to log in on another. The video also shows me clicking around in the account and getting "the request is blocked." Like, in one tab I was logged into my account (unfortunately it doesn't show the email I logged in with, but I ASSURE you it was the one mentioned above.) But on the other tab, it shows that same email isn't associated with an account while I'm trying to buy the Dragon 16 upgrade.

  I also have video evidence of my transaction buying Dragon Home 15 in 2021 from the same PayPal account I bought the upgrade with yesterday. I put together all of my clips and photographs in this unlisted ******* video here (tinyURL link made in case I had to somehow go on the phone and say the name of the link): *****************************

  So to reiterate:

  - Got Dragon Home 15 in 2021

  - Couldn't get back into my account using THE CORRECT EMAIL AND PASSWORD, SAVED BY MY PASSWORD MANAGER, until I clicked on "register product" in Dragon Home 15 (that was already registered and that I'd been using daily for over two years?)

  - Purchased upgrade, it made a whole new account with the same email address as my old one?

  - Installed upgrade fine on my OLD, ALMOST DEAD laptop.

  - Couldn't install upgrade on new laptop as I can't access my download link of Dragon Home 15 to download it so I can upgrade to 16. Also, I assumed I wouldn't NEED it installed. I assumed I could use both serial keys to prove it was an upgrade from 15, as this is what I've done with software upgrades from other companies in the past.

  So now I've spent 426 euros on an upgrade I can't use. And if I do NOT get this resolved, I'll be using Nuance's 30 day money back guarantee and getting rid of Dragon 16, then purchasing the discontinued Dragon Home 15 from a third party that still sells it, which I have bookmarked.

  To resolve this NONSENSICAL issue, I will accent one of the following:

  - The full version of Dragon Professional 16 so I can install it on my new laptop before I get rid of my old laptop

  OR

  - A **** download link for Dragon Home 15 (and a new serial key if it won't let me activate mine on a new machine) so I can download Dragon Professional 16 Upgrade and install it on my new laptop (and, if I can't DL it on the new machine because I used the serial key on another machine, I'll need a new serial key--and an explanation of why it can't be installed on multiple machines even though Nuance's website says new versions of Professional CAN be installed on multiple machines!)

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Mr

   

   

  

  Business response

  02/02/2024

  Our CS lead has reached out to the customer and has successfully resolved the issues.

  Thanks

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've come to find out this complaint has been filed against this company numerous times and they continue their unethical business practices. I purchased Dragon Naturally Speaking and used it happily until my computer bricked and was unrecoverable. I attempted to install Dragon on my new computer and was unable to do so. I contacted support and was told they limit how long you can download the installer, and implied I would need to purchase Dragon again before ending the call. There is no indication on their website whatsoever that the license expires. Limiting the installer download thus unethically forces customers to repurchase the software over and over. It's a scam, and I've discovered on ***************** and other social media sites that this company is famous (or infamous) for this business practices.

  

  Business response

  12/19/2023

  Hello-

  Our Technical support and **************** have no call or incidents for this customer.  It appears they called into the third-party vendor where the order was placed.   Our CS lead has reached out via phone and via email multiple times on 12/18 and 12/19 with details to reach out to the Nuance/MS team to assist with the activation issue.  As of now we have not heard back from the customer.  They need to call the number left on the voicemail for further assistance.

  Thank you.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **************************** received a ***** Notification from me detailing professional services provided to Nuance Communications, Inc./*********, **** under the terms of a verbal contract with senior software engineers for consultant collaboration feedback, installing iterations of the Nuance Dragon Professional software from freshly transmitted copies to the consultant as well as from Nuances DVDs purchased by the consultant. All attempts produced error codes indicating a conflict with the Windows 10 Professional operating system, and installation was aborted. Note: ********* completed the acquisition of Nuance on March 4, 2022. Source: ********* News.At issue was the recently acquired Nuance Communications, Inc. software packages that failed to load and/or install on a pristine installation of Windows 10 Premium, fully updated to *********'s specifications and operating all other major software packages including, but not limited to, ********* 365, Windows 10 Professional, Adobe Suite: Acrobat Professional, Indeed, Photoshop, and numerous other Adobe software packages,.********* Office, Cyberlink Software Suite, Grammarly Professional, Wondershare Software Suite, ESET Internet Security, and many other reputable software packages. The operation, validity, and conflict avoidance with Windows 10 Professional were analyzed and validated by Nuance's//*********'s Senior Software Experts during two sessions when they were given authorization to take remote control of the consultant's pristine Windows 10 Professional platform.The Consultant's system failed to boot after the second remote operation session by *********'s/Nuances Senior Software Engineers. Upon inspection by software experts at ************* the Consultant was informed that "someone had installed a Trojan Horse that wiped out the software programs and data directories on the Consultant's computer system. The only recourse was to replace the hardware platform and the software programs.

  

  Business response

  09/25/2023

  Dear *************,
  Thank you for your recent feedback.   In response to your previous communication dated January 6, 2022, documented in complaint #********, in good faith we refunded you $320.39,as well as offered you an extension on your support warranty to be utilized as needed.  Our support team attempted to reach out to you several times on January 10 - 13, 2022, to work with you on a specific error you were encountering, but never heard back from you.  The BBB closed out your file on January 24, 2022, as resolved since you had been refunded.  To date, there hasnt been any further communication with our support teams.   We received your second request for compensation in complaint # ********; however, your concerns had been addressed via complaint # ******** with a refund.  Based on these actions and resolution no monetary compensation will be granted; however, we would be happy to provide a complimentary copy of Dragon Professional V16.  Should you be interested in obtaining your complimentary copy of DP V16 please call ***************.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  An agreement was executed with this company. During the training period, it was determined that this product was unnecessary due to staffing changes. Training was not completed and software was not activated. Nuance is stating we need to pay 12 months of invoices. We disagree, as services were not fully rendered to onboard the practice to fully use the product, and services were not activated. The training invoice was paid in full though training remains uncompleted.

  

  Business response

  06/14/2023

  The Medical Team has escalated this complaint internally and would be assisting the customer.

  Thanks!

  Customer response

  07/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We have not been outreached to by the company, and we are still receiving invoices for services that were not activated or fully onboarded. What are the next steps to escalate this? Thank you.
   

  

  Business response

  07/18/2023

  We are responding to both the Rebuttal and the rejection received days apart.  The refund for the invoice provided for $2100.00 was noted on the first response that it was approved and in the process of the final stage for approval for check processing.  The Accounts Receivable team has it as a rush, but we do not have an exact timeframe.   The CS team was in contact with ***** for confirmation of the mailing address for the check.  Customer should be all set going forward.

  Thanks!

  Customer response

  07/24/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Nuance Communications, Inc. has  not called or contacted us in any form or shape.
  
   
  
  In this letter attached they state that they have escalated our refund request (please see their previous response) but no action has been taken up to today July 24.
  
   
  
  I am writing this to continue my complaint that Nuance Communications **** is a criminal company where they get customers into agreement without showing them the Terms of the Agreement and then it is impossible to cancel the service afterwards.
  
   
  
  Please see the agreement attached does not have their Terms and Conditions but referred us later to it when we tried to cancel, they referred us to another website for their Terms and Conditions which 23 pages of small print, with all the legal jargons which is impossible to understand for a business who is not expert in law.
  
   
  
  Thank you for your help 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive work for this company for 11 months.Upon arriving I worked remotely within the company for ************ I was later transferred to ***************** under the management of ******* and *******. During my first week I was spoken to aggressively by ******* in which I informed his supervisor and nothing was done. Meeting after meeting still no resolution. I asked several times to be transferred and nothing. Other team members were moved due to the complications and complaints about *******. I was later reported to HR and I expressed this to ********* and was told an investigation was done and no rules were broken by him. I continued to complain and file reports and my reports were never looked into. Several employees have filed complaints against ******* the ** on the CentraCare team and he is still being allowed to work, lie, and be very unprofessional with employees. I was terminated as of 5/11 with no chance of saving my job and I feel that he harasses women being the only male on the team. He has caused me so much stress and frustration and someone needs to look into this deeper and he needs to be removed from the company. He treats employees unfairly as well as ********* in HR!

  

  Business response

  05/15/2023

  This was sent to us in error as this has nothing to do with Nuance or Dragon software technical issues that our team handles.   

• Initial Complaint

  03/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my frustration regarding my recent transaction made on February 24, 2022, with order number *************. I purchased Dragon software and equipment through the Nuance store. I have received the invoice for the purchase, and noticed that my credit card has been charged for the amount as well. I am a student and I require proof of payment such as a receipt for reimbursement by my school.I have reached out to the Nuance store multiple times and have been told by several representatives that they can only provide an invoice. However, a proof of payment is not the same as an invoice; they are two separate documents.A receipt contains the following information: confirmation of payment in full, date of payment, products purchased, and method of payment. I require A PROOF OF PAYMENT, such as a RECEIPT or CONFIRMATION OF PAYMENT an invoice and credit card statement is not an acceptable form of proof of payment.I have never in my life purchased a product and never been provided with a proof of payment such as a receipt. I find it concerning that this information is not readily available, and I feel frustrated by the lack of support and assistance.

  

  Business response

  03/08/2023

  On 3/7/23 The customer called our CS and spoke to our CS for the online order that was submitted via a third party.  Our CS agent sent the invoice via email via the incident 230307-000588 the same day.  Today when we received this complaint our CS lead had reached out twice via email and phone, leaving a voicemail that the invoice was sent to her yesterday.

  Customer response

  03/08/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As it has been said many times, an Invoice and Proof of Payment (Receipt) are NOT the same thing.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Cayleigh

   

   

  

  Business response

  03/10/2023

  The ** lead has reached out to the third-party vendor, and they sent 2 types of receipts to the customer.  The ** lead is reaching out today via phone and email to confirm the customer has received them.

• Initial Complaint

  02/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fraudulently charged for renewal in April 2022. I triedto cancel it last year inJanuary 2022, and it wasn'tdone. There was no way to do it online, THEY DON'T EVEN HAVE AN EMAIL ADDRESS, so my only choice was to call their 800 number which has extremely limited hours. Thought it would all be OK since I called to cancel and since the old credit card number had expired but their company automaticallyupdated my expiration date without my authorization!!!!I wanted it cancelled immediately a year ago and requested but never received proof of acknowledgement of the request.**I would also like a refundfor last year's fee of$150, since I never authorized the renewal and never authorized Nuance or their company to change my credit card expiration date!!This is fraud!! and appears intentionally deceptive...I have a recent Masters Degree so it shouldn't be THIS complicated and tricky to cancel an automatic subscription. Due to this deception I am requesting a refund of the $150 charged last year for a service that was never used (that's a whole other story of how it was impossible to use with my laptop, despite meeting the system requirements, slowed down my PC to unmanageable level. since I work from home as a therapist via video, it interfered with my ability to do my job when I first tried the product. ** IT IS ALSO EXTREMELY DIFFICULT TO CANCEL THE SUBSCRIPTIONONLINE, THE ***** NUMBER HAS VERY LIMITED HOURS, AND IT TOOK ABOUT 4 ATTEMPTS today BEFORE I WAS EVEN **GIVEN ** THE OPTION TO CHANGE AUTO RENEWAL TO "OFF"!!!

  

  Business response

  02/27/2023

  Our Nuance Customer Service has refunded the order.  There were no calls made to our/Nuance CS on this issue.  The complaint seems for the third party vendor who handles the online orders.  Our CS has emailed via an incident # on what was processed.

  Order #: 108623598400
  RMA #: **********
  Incident #:230227-000239

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Nuance software to assist me with auditory and physical disabilities incurred by military service. The VA was to reimburse this purchase. After I purchased I needed technical assistance. Nuance connected me with a person (*******) who posed as a Nuance employee but was actually a counterfeiter known to Nuance for over a year (Webworks, LLC). ******* determined my computer was incompatible with the software and said he would cancel and refund. In reality, he called Nuance on November 15, 2023 as my "colleague" and was able to cancel my purchase with no issues. I reported him to FTC once I realized he was a fake.I then repurchased the software from Nuance online to include the "PowerMic." I approved a single purchase for $807. 35. However, the charges were $500 and $307.35 on my Amex, and the receipt Nuance sent me reflected inaccurate/unapproved amounts. I called on December 27, 2022 in order to get one accurate receipt for $500. They advised me they would cancel the November 19 and 22 charges, and that I would repurchase the software for $500. I agreed to those terms. Nuance then charged my credit card $500 but only refunded $180. I have asked for my refund on multiple occasions, but they claim they sent me emails with instructions. I have not received any emails.To be clear, ******* was not required to answer emails when he requested my refund in November. I believe ******* works with/for other employees bc of the easy access he had to my account as my "colleague." Also, PowerMic is defective. They approved refund but will not send correct shipping label.I have exchanged over two dozen communications with Nuance Communications, and they have failed to resolve this issue. I have filed two complaints w/Amex which has eased the financial burden while they investigate.I have attached the convoluted receipt plus the Amex charges. There has been one credit for $180 on Dec 27, 2022. I paid $1127.35 total. Thank you, BBB!

  

  Business response

  01/31/2023

  This was escalated to the third party vendor where the order was placed.  Below is their response:

  Whenever the Customer fills a dispute, the refund will always take longer but Customer needs to contact the bank etc.
  
  I can see that the case was updated before with the following Our system shows that the order is in disputed status. For us to correct the order status and assist you with the refund, the customer needs to reverse the chargeback from the bank. We would need a document issued by the customer's financial institution that the dispute surrounding the charge has been resolved. Once the document is available, kindly open a new case so we can assist further. Unfortunately,there is nothing we can do until the customer's bank has cleared this status.
  
  Therefore,until Customer does not lift the dispute, the remaining amount cannot be refunded.  

  Customer response

  01/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  Nuance did not address all of my concerns.

  1) Nuance needs to agree to the terms of the Amex disputes so that Amex can close out those investigations immediately.

  2)  The Dec. 27 purchase $500 is not under dispute and should be refunded immediately. Although I had not disputed this previously, I want to cut ties with this company. I have no use for glitchy software for which I cannot seek technical support. I cannot seek technical support from them because in the process of seeking Technical support, I was exposed to a counterfeiter who was able to access my account and request a refund that Nuance provided the same day. But they attached conditions to a refund on my own account and have delayed providing that refund.

  3) Nuance also needs to provide a shipping label so I may return a defective device. They provided a shipping label with the wrong address. When I sent the device, ******************** returned it to me with no explanation. Their records show that they are still waiting for the device, but the device is sitting on my dining room table.

   

   

   

  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  02/02/2023

  Nuance has continued to work closely with this customer.  In an effort to satisfy the complaints, the following follow up has been completed:
  
  Customer has been informed that ******************** processed the Oracle refund in full and should reflect on her account soon. It may take ***** business days to show.
  
  Customer has confirmed while on the phone with the ** lead once the return label was resent again, that she received the new return label that was sent and we are expecting her to return her product.
  
  Nuance needs a document issued by the financial institution that the dispute surrounding the charge has been resolved so that our third-party vendor, Digital River can process the additional credit on her order.

• Initial Complaint

  12/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have purchased a software product Dragon Medical Practice edition for medical office. We were given a download link for installation but never given an actual installation disc. Recently we needed to install the program to another computer and discovered that our download link no longer valid. When we contacted Nuance they told us they have discontinued the support and recommended purchasing a different product.We actually not requiring any technical support but rather the ability to use the product we already own and have paid a considerable price for. We are asking for a complete refund for this product and then we would consider replacing it with another software.

  

  Business response

  12/28/2022

  Customer was made aware the product they have is no longer.  A new version is, has been out.  We are going to issue a one time approval for a refund on his older product.  Our CS lead is reaching out to update them and confirm the mailing address, since the refund will be from a third party vendor for a check refund due to order is from 2020 and from a vendor. Thanks

  Customer response

  12/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi. I have the same complaint that it seems like all other complaints here are. My laptop crashed, so when I reformatted it and went to redownload Dragon Naturally Speaking 15 Professional, it wouldn't let me because of the surprise 2-year download limit. I contacted customer service, and they sent me an email saying, "Thank you for contacting the Nuance Online Store. We're sorry, our records show that your download file is no longer available because the ************************* has expired. This service allowed us to keep a backup copy of your digital file for a maximum of 2 year(s) after the date of purchase.Additional details regarding the ************************* can be found at:http://shop.nuance.com/store/nuanceus/en_US/DisplayExtendedDownloadServiceInformationPage"I just want to be able to download the software I purchased. If you would be so kind as to send me the install file, I'll make a backup this time. Thank you very much, and I hope you have an excellent rest of your day.

  

  Business response

  11/02/2022

  We apologize for the inconvenience the customer experienced trying to receive the Dragon installer download.  Our customer service team followed up with the customer today, provided the Dragon Professional download link and confirmed the customer received it.  We also ensured she was able to download the link successfully.  For future reference, we informed the customer to contact ******************** Technical Support at ************** from Monday to Friday 9:00 AM to 8:00 PM EST and our **************** at ************** for any assistance. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩