ComplaintsforStructure Studios, L.L.C.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  9-12-24 My name is ***************************** and I run a non profit in ******, Al. We have started a social enterprise that helps families who are displaced because of addiction get back on their feet and learn trades in the process. We house women, children and men as they go through the process of recovery. We purchased Structure Studios software to design outdoor living spaces and it was becoming a great success for our non profit and helping us change lives through the work we do. Our designer left to start his own business and in the process of transferring the license to a new designer and new computer our account was flagged and locked. For 2 months we have tried to get our license reinstated to no avail. ***, the manager we have been speaking with says we breached the terms of service because one of our employees called multiple times and were accused of having multiple users. He did state that the employee was angry, which I apologized for and asked *** to forgive me but he refused. Is only reply is we breached the agreement and they would not work with us. He said 'we don't think your business is a good fit for us." There have not been multiple people using the account but the ***************************************** team refuses to listen to me. We had to download the software on a new computer and we had to transfer to a new user that is when they flagged the account. So we take care of poor people that are coming our off the street, we have paid $2,750 (that is a lot of money for us) for a software that we cant use and *** refuses to help us. According to their team there is nothing else we can do, they say there's no one above them. Structure studios has refused to give us our money back and refuses to unlock our account. I do not feel this is fair, it all started with an error that can be easily fixed.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been a loyal customer for two decades, introduced in 2004. In those twenty years I have supported and even marketed structure studios as an amazing platform. That was a HUGE mistake. I never thought the people behind this software were so malicious and immoral. I recently hired a designer so sell swimming pools for my business. We have had 5 total accounts with my company including my personal account and I made an account for this designer like I always do. After a few weeks his license was suspended. I contacted ********************************************* and inquired as to why. At that time the communication was very vague and accusatory but I did manage to find out that my new employee had a "banned" account. Something I had never heard of before. I terminated this employee because he lied to me about it and I gave structure studios all the info they ask for. They turned my account on after I terminated the employee. This took almost two week and literally stopped the production of designs during that time. After terminating this employee I moved the computer to another desk for another employee. Within two days that employees account was banned as well as ALL accounts for my company. Structure studios once again stopped the accounts and explained the ex employees name came up when we transferred our license to the new computer and for that reason they would permanently ban all of us and there would be no appeal process of any kind. *** was the name of the upper level manager that was of absolutely no help whatsoever. He was arrogant, combative, and condescending in his manner of communication. They have now crippled my design business and for no more a reason than I hired a bad guy but had no idea I did. I pleaded with them to speak with my IT security guy so could implement a new way to screen new employees that may be on their blacklist, the answer was NO. We pleaded to them to help us and all we got a slap in the face and the middle finger on the way out. Class-action coming

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a monthly software license on 7/30/24. The software worked fine for a few days but since has been disabled. After speaking with customer support, they stated that my account had been flagged by their security system for multiple users utilizing my software. I ask who, where, and when these other users have accessed my account and I am told that their system does not provide these details. No help was given to try to resolve the issue, just ***etitive questioning, condescending responses, and the *** conveying that I am defrauding their business. Ultimately, I am told that if I cannot provide information on who else is using my account then we can no longer do business. I ask if I will be refunded for my purchase and I am told it is non-refundable and it is suggested I speak with my bank to cancel the charge.To be clear, I installed the software on one computer which I am the singular user. No one else has access to it or my software key. I never shared any files created within Structure Studios, in fact I never saved any of the projects I had started. My email was not hacked. I did not violate Structure Studios' Terms of Service or End User License Agreement. This is an ongoing issue with this company after reading the numerous negative reviews from consumers who have had the same experience.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We are Very disappointed with Structure Studios . Approximately 1 year ago, our company account was flagged as fraudulent forcing us to purchase two unnecessary licenses to continue using their software.T his has resulted in a significant financial burden on the company and resulted with us having to purchase 3 accounts. Despite numerous attempts to resolve the issue with Structure Studios, I have yet to receive a satisfactory resolution.I urge anyone considering using Structure Studios' services to think twice before purchasing

  Customer response

  08/01/2024

  PLEASE REMOVE MY COMPLAINT AGAINST STRUCTURE STUDIOS.  WE ARE TRYING TO RESOLVE THE ISSUE. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased pool studio to help promote our family business. Once I was a member of pool studio and signed up for their online classes I was told I would have to transfer a key into my wife's name. After going through several people and trying to transfer my key into my wife's name they were to make me purchase an entirely new membership charging me for two memberships a year. I had paid my money up front for the year and five maybe six months into my subscription my account was flagged and I can no longer access my account. Although I have already paid for the entire year there are 6 months than I am not able to use their services. **************** is absolutely horrible and I have paid for a product I can no longer use I suggest please stay away from these guys crooks 100%

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to express my concern regarding my recent purchase of Pool Studios software on July 8th. The following day, I was unable to access my account and contacted their customer support team. ********, whom I spoke with, created a ticket and indicated that my new account *** have been flagged or associated with another account. I clarified that this was my first time using the software and that I had never previously used it. ******** assured me that someone would reach out to me within 2-3 days.As of Tuesday, July 16th, I had not received any communication from their team. I called again to inquire about the status of my account and was informed by ******** that my account was cancelled. I was then transferred to ***, who rudely informed me that my account had been canceled and that I was not entitled to a refund. When I asked for more information about the associated account, neither ******** nor *** could provide any specific details.I am deeply concerned about the legality of withholding money for a service that I have not been able to use. I kindly request that you investigate this matter promptly. Additionally, I would appreciate it if someone could look into their business practices to ensure that such situations do not occur in the future as it seems like a very illegal operation.Thank you for your attention to this matter.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Horrible company. After confirming my PC exceeded the minimum specifications, I purchased the software to make some tweaks to my yard plan. The software would not activate with the product key provided. It claimed it was unable to connect to structure studios. I checked my firewall and internet connection to ensure everything was good. After about 2 hours of troubleshooting, I cancelled the same day without ever activating. Structure Studios refuses to refund and I am battling with my CC to try to get my money back. Im out $292 for something I never got to use. This should be considered theft.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  BEWARE! Structure Studios is fraudulent! 5/20 My husband and I purchased an existing pool company. The company's designer has used Structure Studios for years. 6/18 I purchased a PC Structure Studios recommended, downloaded VIP3D, purchased a license 6/18 Account was flagged for violation. 6/19 Called in and was told they were strict about names. I clarified that my CC has my legal name instead of my nickname. I was told I would get a call back from a supervisor to clear the flag.6/20 I followed up and was told I would receive a return call from a supervisor each time. 6/21 I called & emailed to let them know I would be out of the office for vacation. Please note that ****************** in my office would be a point of contact while I was out. I asked him to give it a few days and follow up.6/25 Never hearing he called in. They refused to speak with him, telling him I needed to call when I returned home.6/28 I called was told we were in violation and now needed multiple licenses because multiple people had called.7/1 My husband/owner thought he could resolve this, so he called in. Now, they requested another license.We thought this was bizarre. We must not be getting to the right person, or they are not understanding the situation. 7/1/24 We then attempted to add an additional license to our current designer's account. We didn't realize this was an option at first.7/2/24 Additional license flagged.7/3/24 We got our current designer on the phone with them. No resolve 7/9/24 -Designer account now flagged and he is locked out.This is part of their business model: collecting monthly licenses, locking people out, and demanding more licenses. We will now file a fraudulent claim with Nevada Attorney General Nevada ******** Affairs.I suggest you do the same if you have been a victim of this atrocious company.File complaints on the Attorney General's website or by contacting the ****** of ******** Protection's hotline toll free at **************.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We called in due to loosing access to the account. After a long debate from the structure studios end and accusing us of multiple users on the account; also not being the account owner. They finally advised it was due to a payment failure. We corrected this payment failure, changing from monthly to annually, and changed the name on the account, and the email address. All of this was done on 5/31/24. No advised that we could not change the name on the account, and there was no proof from their end of multiple users on the license. Come Monday 6/3 we were locked out of the account again. We called around 7:09 AM on that day to identify why. To which we were advised the account had been flagged and we needed to open a ticket to investigate a resolution. Which a resolution would take 48 hours. This decision on their end halted our business operation by way of designing jobs. We advised this was not acceptable. We needed clarity as to why the account was frozen and support with a resolution. The organization utterly refused, and advised the different people calling in only hindered the outcome. On 6/4 an individual called with slander and accusations, stated we are not a good fit, they are cancelling our account, they would not refund, and we could discuss with our bank regarding the charge.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Structure Studios makes a good product, but their customer service and business practice is nothing short of atrocious. Any support issue becomes a complex problem that escalates to an account blockage. In other words, if you submit a complaint or they dislike what you're complaining about, they block your access to the software. This issue occurs primarily with one specific individual in their support division and it is a constant. Once your account is blocked you cannot use or restore the software no matter what you do. All of your previous work and unfinished customer designs become useless. There is no office contact to address support and employee issue grievances, only a support number where your issue or complaint is intentionally discarded with no resolution. That leaves you, the paying customer, stuck with proprietary customer files you cannot access or use and no one in management to address any grievance with. BUYER BEWARE! If you purchase their software license, dont call with a complaint about software related issues. Using this product may subject your business to additional costs in redeveloping your customer designs, added training of new design solutions and various administration expenses totaling thousands of dollars. Weigh your options carefully before entering into a software license with this company. They do not care about their customers.

*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. ↩