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Business Profile

Computer Hardware

Essex Software
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/27/2024

    Type:Product 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.
    Every year for the last 4 years (2021,2022,2023,2024 ) in February, we have been charged $60.00 on our business **** from this company and we have not requested this software and have never had any use for it. We have contacted the company and always we get is a voice mail but we have not received any call back .We are unaware of how they have obtained our CC info. Additionally , we have never received a receipt.

    Business Response

    Date: 03/27/2024

    We show a transaction from this customer on Feb 17th, 2020.  The attached screenshots show that the customer's IP address and zip code match **************.  We have received no emails from this customer regarding the transaction.

    Surely, if the customer had found a discreptancy with this transaction, they would have reported it to their credit card company in 2020. We will. not issue a refund.

  • Initial Complaint

    Date:09/29/2023

    Type:Billing 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.
    9/25/2023 Essex Software Charged my debit card (which they should not have access to) $60.I want my subscription cancelled.I have tried everything I can do unsubscribe and it is impossible. There is no ability to do this within the software.Unsubscribe me, lose my credit card and bank information.

    Business Response

    Date: 10/02/2023

    Wow, the customer asks for a refund on a Friday and resorts to filing BBB dispute on Monday morning!  Although we do check emails on weekends and this request was certainly on cue, it's unfortunate how folks are becoming increasingly impatient.  Unfortunately, due to BBB's policy, this complaint remains on record.

    Customer Answer

    Date: 10/02/2023

     
    I am rejecting this response because:

    The company is demanding a receipt. 

    They do not send invoices or receipts, they just bill, automatically.

    I will provide BBB with the line item from my bank statement, if that would suit, showing that the company took the amount from my banking account. But I am not willing to give them access to my banking information.

    Please advise, and thank you for your help.

    *******************************


    Customer Answer

    Date: 10/03/2023

    I was told that the line item would be sufficient, and that is what I have attached to this correspondence.

    Please advise if I should have done anything more/differently.

    Regards,

    *******************************

    Business Response

    Date: 10/03/2023

    Asking for a refund on a Friday and filing a BBB case on a Monday is beyond boorish.  A refund has been granted.

    Customer Answer

    Date: 10/06/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

  • Initial Complaint

    Date:04/19/2023

    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 have tried to cancel Essex Software multiple times since 2018. I wasn't surprised to see there were several complaints about this business. This seems to be a scam or a fraudulent company that will not let you cancel. The phone number to cancel that appears on my credit card statement goes to a person named ********. I have disputed with my credit card company and Essex Software responded to them. *********** took the $60 charge away and then put it back on after the merchant (Essex Software) responded to them. I am completely lost as to why the company would respond to the credit card and not me. I have tried in the past to cancel this subscription which my husband may have made in 2018 it is 2023 and the subscription is definitely not used. Please help me cancel this annual subscription.

    Business Response

    Date: 04/19/2023

    We would need an email or a license key associated with this account in order to search for the customer.

  • Initial Complaint

    Date:04/17/2023

    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.
    This company falsely and fraudulantly charged my credit card. I don't know who they are, never spoke with them and have never done business with them. They are a ripoff and have been reported to my credit card company and legal authorities.

    Business Response

    Date: 04/19/2023

    As you can see in the attached invoices, the customer has been using our product since 2013 and then repurchased the subscription plan for the same program in 2021.  We further show an email from the customer acknowledging the purchased product.

    It's unfortunate some customers resort to filing complaints instead of simply contacting our firm by shooting us an email.

Essex Software is BBB Accredited.

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