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Complaint Details
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Initial Complaint
05/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On March 30, 2024 ************************* sent me an email reminding me of my Pro-Tools Ultimate Subscription renewal. In his email it said it was April 4th, but you can see by the date/time stamp of his email it was acually March 30. He asked if I was looking to change my subscription options he could help. This is an annual subscription for $599.00. I emailed him back the same day, which was 5 days before the subscription date ended April, 4, 2024. I told him I did not want the annual subscription any more, and if I need Pro-Tools in the future I would activate my account via the less expensive monthly subscription. The correspondence for these 3 emails is attached as a .pdf with date/time stamps. I did not hear back from him and they renewed the subscription anyway. When I checked my AMEX account on April 5th, I did not see the charge. So I figured my account was closed and AVID did not charge me. On April 30, I received my credit card statement and saw they actually did charge me $599 . It was the first time I noticed it. That day I sent another email asking him to cancel the subscription and refund the money. I did not get a reply.I then opened a case with AVID ************* #********. Somebody named Anaces (No last name) sent me an automated response stating it was not cancelable.I would have preferred to deal with AVID directly about this, but I cannot find a phone number where I can talk to a live person. So I am opening this complaint with BBB hoping this can be resolved in a friendly manner.My business is no longer functioning but there may come a point where I need Pro-Tools again through a monthly subscription. I wish to continue a healthy relationship with AVID Technologies.
Business response
05/28/2024
*************************Business response
06/02/2024
The issue has been resolved as of yesterday. A refund was processed per customer's request. An email has been sent to the customer via email case response.Customer response
06/09/2024
Better Business Bureau:
I appreciate, the help and time taken by the people working with BBB to help me resolve this.
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.I look forward to doing business with AVID technologies in the future.
Thank you.Regards,
*********************Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased music software (Pro Tools Studio)from Avid on 03/29/2024! It is now April 29th 2024 and still i dont have my software. Nothing but countless emails resulting in nothing! Leaving reviews to show I tried! Every week im told to be patient it takes long a proceedingBusiness response
05/19/2024
The customer raised the concern that her license has been cancelled via case form on 4/2/24. She accidentally cancelled a product she bought from one of our resellers. The issue has been resolved by the ****************** Team by depositing a license into her account.Customer response
05/20/2024
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
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,*****
Initial Complaint
04/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Charged around $440 for some non existent subscription. It is impossible to know about or cancel any subscription or get receipt for the chargesCustomer response
04/15/2024
I have not heard from the business in response to my complaint.Initial Complaint
04/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased the subscription for Pro Tools Studio version for my MIDI Music Composition Course on January 12, 2024 for $107.42. After numerous attempts to install the software onto my personal computer, I reached out to customer service. From there, I was informed that the software was not yet available for my version of MacOS and was told to wait. I did. And on March 26, I attempted to install the newer version of Pro Tools. Only to be told the plug ins are not compatible with my version of Mac. Rendering the software useless. I have had to withdraw from my music course as I was not able to use the software as required. This company is very unprofessional and has yet to provide a viable solution. I would like a refund and frankly, I would like a refund for the amount I've paid in tuition.Customer response
04/16/2024
I have not heard from the business in response to my complaint.Initial Complaint
02/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Monthly charge on my credit card which was never ordered or authorized.Initial Complaint
02/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am being charged a fee of 999 per month for services provided by avid technologies and unfortunately they do not have a contact number and no one has responded to my email submit it via their portal at *****.com/contactonlinestore. I would like to cancel the subscription and do not recall subscribing to this company but its impossible to reach them.Business response
02/14/2024
Based on our records, there are no paid Avid products listed under ********************. The screenshots provided by ************ includes Pro Tools Intro - which is a FREE product offered by Avid (*************************tools/intro ). We will reach out to ************ directly regarding her complaint.Initial Complaint
02/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am unable to print my score from within pro tools. I selected file and print however pro tools does not print. I opened a case Unable to print [Case : ********] Regarding this issue on 1/28/2024 and asked avid to credit my subscription until this function worked.Customer response
02/11/2024
[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
01/13/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
**************** leads me in a loop. I bought an avid product for $2,266 from a third party, and the company is making it impossible for me to register this product and use it the way Im supposed to be able to even by their own direction. Ive filled out all their forms, and Ive paid my $20 transfer of ownership fee. There is no number to call to get a person on the line to help resolve this, and their automated chat bot leads me in a circle and acts like theres nobody available to help. Theyre holding my $2,266 used equipment hostage. I have a screenshot of the payment of the $20 transfer of ownership fee, but this system is telling me the file is too large to upload it.Initial Complaint
01/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
they closed my account without notice and still owes me ******, i will do whatever it takes to bring them down. thats not human, its a instatution that should not be!Initial Complaint
12/28/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a subscription to pro tools in 2022, on November ********************************************************************************************** how to cancel renew on that email. However when I attempted to access my account to cancel renew, the button they showed on there example display screen was not on my account. So I couldnt cancel renew, I attempted to contact them, but you CANNOT talk to a live person unless you purchase a ticket, which is I believe $40.So i went to the chat bot and explained it to it, with no relief. So long story they charged me for a renewal, i took to my credit card company to dispute the charge, but they won because they showed it billedI keep trying to contact these people to no avail. Please help me get my money back. Thank you Ps as you can see below they have me as having a expired product for pro tools, which is what I paid for. In November of this year.
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