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Business Profile

Video Production Services

Avid Technology, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Video Production Services.

Complaints

This profile includes complaints for Avid Technology, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Avid Technology, Inc. has 5 locations, listed below.

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    Customer Complaints Summary

    • 39 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/03/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 Answer

      Date: 04/16/2024

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:02/23/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Monthly charge on my credit card which was never ordered or authorized.

    • Initial Complaint

      Date:02/12/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:02/01/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 Answer

      Date: 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

      Date:01/13/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      **************** 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

      Date:01/11/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:12/28/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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.

    • Initial Complaint

      Date:12/11/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company stole 105.68$ from me and somehow pulled it from a debit card i just received! I have no idea how they got my new card info or why they decided to steal my card information!!! This should be highly illegal!

    • Initial Complaint

      Date:09/26/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought this upgrade back in Feb 2023 which is supposed to include a customer service plan, but I have not been able to install it in my computer and actually use it, not get ahold of their "customer service" for help. All their online directions are not working !! So much for a service plan, they have no customer service I can reach by phone. Their reps ***** me saying they need remote access to my computer, and I keep telling them NO ! They DO NOT HAVE THE RIGHT to access my computer remotely. I want to be lead through this over the phone and do it myself. But they are never available when I am, as I have a complicated schedule. I bought this all the way back in February 2023, and still do not have this software installed....partially because I could not get in contact with them while I was in school, and then over the summer I had a serious physical injury to deal with. So now I am trying to finally get this software going. And the customer service plan is already expiring in a few months. I hate Avid. They're such a terrible company. I tried calling their # and I cannot get through to anyone unless I buy a support code. THAT IS NOT CUSTOMER SERVICE. They are cheaters. I am sooooooo frustrated and angry.

      Customer Answer

      Date: 10/07/2023

      I have not heard from the business in response to my complaint.

      I have not been able to speak with anyone. 

      I finally was able to get my software activated, per instructions from an email sent by them, which also finally activated the support plan. 

      But I paid for a full year of support and they are not honoring a year's worth now that my software is activated.

      They are only honoring the year of support from the date of purchase. 

      But I was not able to use that support plan because I could not get it activated !!

      And I was not able to get their support to help me activate it. 

      The system is confusing. 

      It's also a catch-22. 

      Basically, I paid money for a support plan I was not able to utilize because I could not activate it, and therefore could not get the support I needed to activate it. 

      The stupid thing that makes me mad is now that many months have passed, they were finally able to send me an email to help me activate the plan, but they were not able to fix the problem with this solution months ago. 

      Their site and emails are so confusing, and they would not let me talk to them. 

      Part of the problem that occurred that prevented my software and support plan from activating is that I had migrated the old version from an old computer to a new computer.

      Apparently their software doesn't work well and doesn't update or activate well with migration.

      How am I supposed to know this ??

      Especially as it's pretty standard for software to migrate successfully. 

      Once one of their online reps (who are hard to contact) figured out it was a migration problem, they gave me some complicated and difficult-to-follow directions that were not quite accurate to remedy the problem. 

      I do now know how I was able to get it fixed with these directions that were not quite accurate, but I did. 

      And now that it FINALLY runs, they will not make up for the lost time in the support plan. 

      This company is so slimy !

    • Initial Complaint

      Date:09/12/2023

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I've had problems with DigitalRiver renewing AVID Pro Tools Subscriptions and saying that an auto-renew option is turned on. They charge my payment method, which ultimately goes to my bank account at **** of ********** September 11, 2023, DigitalRiver charged me $325.16 for an Automatic payment on behalf of Avid Technology DRI*Avid Technology Order 2ce54a34-221b-48bd-9e18-4da9813f31ef. This was charged to PayPal which draws money from my **** of America account using its Routing Number. The PayPal Transaction ID is 20K86167EU062990M I've had problems with DigitalRiver in the past. Prior to 2022, I had a "Perpetual License" for Pro Tools software. My renewal through Avid tech initiated an Auto-renew subscription. On September 11,. 2023, I contacted emailed DigitalRiver and received no response. I contacted PayPal case # PP-R-QLL-********* to request that the transaction for $325.16 be cancelled. PayPal responded that the transaction would not be paid. The email said in part "We've determined the activities in question on your account are unauthorized." The $325.16 charge reached my bank account before it could be blocked. The telephone number listed for DigitalRiver in PayPal for transaction cancellation answers that you have reached a non-working number. My bank account is overdrawn, I am on a fixed income and I want a full refund so that I can purchase a license and not lose access to the software if I don't renew I am concerned that I've blocked PayPal transactions with **** of America, because I use PayPal quite often.I've turned off Automatic renewal at DigitalRiver. I want to purchase a regular "Perpetual license" from an authorized retailer. That perpetual license gives you access to the current release of Pro Tools and all updates, until the next version is released, then you buy a new license for the next version. There is no subscription that can cause you to lose access to your software!ice Please help me deal with DigitalRiver on this!

    Avid Technology, Inc. is NOT a BBB Accredited Business.

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