ComplaintsforStructure Studios, L.L.C.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I open a new account for my company and after a few months I try to sign in on my account in another state and they block my license so I pay for another extra license for my employee in after one year of service I cancel both license now I tried to re-open my account and they say I have to pay for two licenses and I just one to pay for my own license because I dont have the employer anymore why I have to pay for two license if I going to be a single user they dont want to refund my money back, because I decide to go last night with a brand new account starting from scratch same company, a new account and I paid the fee and the software and now they Block my new account, and They no want to refund my money back, The customer service is super super bad, I spoke with three agents and all three are a****** with me. I feel like I loose my time because I get the training for this software and now I dont be able to use it anymore. I want my money back from my new account I just use for few hours and they block me

  Business response

  10/12/2022

  Thank you for bringing this issue to our attention. We will reach out to the customer to provide assistance. Case: ********

  Customer response

  10/14/2022

   
  Complaint: 18119800
  
  I am rejecting this response because:
  i'm no get any response from structure studios and i'm still waiting, i call but the customer service from that company its really bad, they don't help me with anything 
  Sincerely,
  
  ***************************

  Business response

  10/18/2022

  Records show we spoke to you on Friday, October 14, 2022 at 11:43 AM PST.

  If you have any additional questions, please call us at ************. Monday to Friday from 7:00 am to 3:30 pm PST.

  Customer response

  10/23/2022

   
  Complaint: 18119800
  
  I am rejecting this response because:
  i send almost 30 minutes on the phone call to  see if they can fix my issue and nothing happent
  Sincerely,
  
  ***************************

• Initial Complaint

  09/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are a small pool company located in ****** ***** and do just a few construction projects per year and purchased a pool studio license for a work computer we have located in our house. My wife has been the only user of the account to design as I am always busy in the field and was locked out of the account after trying to re-download it on her computer and logging in with the wrong information. We called structure studios to have them unlock the account so that she could get some plans done for some customers we were talking to but they said we had broken the license agreement by her using the account that my name was under and we would be forced to buy two licenses in perpetuity to remedy the issue. This would increase our cost from roughly $140 a month to $280 a month for something we use just a couple times a year for our small business. After explaining that it was just a misunderstanding in the terms of service that we did not read every single word of that are forced to agree to they were not willing to allow me to transfer my account into her name for the set up to be corrected instead we would always have to have two licenses and if one was ever deleted then both would be deleted. We have only ever had one user of the account so I was not sure why we would have to buy two licenses going forward (again, in perpetuity). They seemed very unwilling to work with us at all so we told them to delete our accounts and we would just hire an outside designer to do our designs to which he said that "that persons account would be deleted if ever found out they were doing designs for us". I believe they know they have the great majority of the market on lock and simply do not care about their customers on an individual level and I highly recommend anybody that can avoid using this company does avoid using this company. Extremely disappointed especially since we were not trying to game the system just simply had a misunderstanding with the terms

  Business response

  10/10/2022

  Thank you for bringing this issue to our attention. We will reach out to the customer to provide assistance. Case: ********

• Initial Complaint

  09/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My employer is a small pool business that provides maintenance service and builds less than 10 pools a year. I was tasked with designing the pools for the owner, and I signed up for a membership with Structure Studios so that I could download and use Pool Studio on my personal computer. When filling out the information, I listed the owner's name on the membership, since he was the one purchasing it on my behalf. After issues with my personal computer that resulted in me having to redownload Pool Studios months after originally installing it, when I was met with the user information screen upon load-up of Pool Studio, I inputted my name as the user, and not the owner of the company as it was listed on the account. Understandably, this locked the program and we were forced to call Studio Structures. However, when they were told that I was the designer, and not the owner, they informed us that we would need to purchase a second license for the software despite myself being the only user. They didn't offer to allow us to update our membership to reflect the correct information, in fact, they offered no solution EXCEPT for purchasing another license, claiming that we were breaking the terms of service. However, per their terms of service, this is one of the very first things expressed: "READ THE FOLLOWING USE CONDITIONS AND DISCLAIMERS IN THIS AGREEMENT CAREFULLY BEFORE INDICATING YOUR ACCEPTANCE. In this Agreement, the term "you" refers to: (i) an individual purchasing a Pool Studio, VizTerra, Vip3D, and YARD Membership, either on his or her own behalf or as an agent for a corporation or other entity or organization; or (ii) an individual consenting to this Agreement as a condition of using Pool Studio, VizTerra, Vip3D, and YARD through a Membership purchased by an institution ("Institution"), where the individual is employed by or affiliated with the Institution." (ii) is aplicable to our situation, and yet we were told we broke TOS.

  Business response

  10/10/2022

  Thank you for bringing this issue to our attention. We will reach out to the customer to provide assistance. Case: ********

• Initial Complaint

  05/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was contracted by a Landscape company (HW) for design work and they provided me with the Vip3d software. After I spent over 200 hours learning the software and completing designs, Structure Studios locked the account because I was not listed as the designer. We were unaware that it was a licensure violation to not have the account in my name. The owner of HW contacted support to explain that I was the only user of the software and to transfer the license to me. They informed him that he would be required to pay for 3 separate licenses, indefinitely, for continued use and to regain access to any completed designs. Additionally, they would be unable to reopen the account until the following Monday. Naturally the owner of HW became frustrated. When he expressed his frustrations the account was permanently closed with no access to my designs. When I attempted to open a new account under my name and personal business it was immediately canceled and I was not refunded the setup costs. After contacting support I was told that because HW was "rude" to their employee, they would not do business with me either, unless I paid for the 3 licenses. It did not matter that I have proof I was the only user, or that my business is not connected to HW, or that I was not a part of any conversations between their companies. Because their software is one of a kind and I spent so much time learning it, I apologized on behalf of HW and I begged and pleaded to be allowed my own account and/or access to my designs but was coldly and rudely told no. As a small independently owned business I do not have the infrastructure to pay for 2 extra licenses and I am now unable to collect payment for several large designs I had completed. I feel that structure studios has stolen my money, my ideas, my work, and hundreds of hours of my time that I spent learning and using their software only to have nothing to show for it.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Called support to handle an issue and was told the account is under "lock down" due to licensing violations and the only way to "resolve the manner" was to add a user that does not work for our company to pay their monthly fee indefinitely or part ways. This decision was made at the support level after they were explained the issue was an innocent mistake and it was resolved. The representative initially was not going to do anything except for explain but grew frustrated and due to his own anger issues decided to punish my company by coming up with his own remedy to the situation, a punishment of "you PAY for a user that does no longer works there forever and ever or we part ways and you will be banned forever". This guys know they are a monopoly as they are the only software of its type and they yield their monopoly power to abuse their customers, charge them anything they want, even for users that do not exist.. They decide who can cancel and when and are abusive on the phone, talking down to you as they abuse their power. They have an F here for a good reason and we hope it stays that way.

  Business response

  05/18/2022

  Consumer Response /* (2000, 5, 2022/05/17) */ Consumer called in to cancel complaint. Email was entered incorrectly, updated.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have gotten emails about updating my card info for this software. I do not know anything about it. Apparently, it is an architect program and I have been charged a total of $583.98. Four unauthorized charges on my credit card. I have contacted my bank to dispute and investigate. I also had a couple other charges that seem fraudulent. When I contact structure studios via email they said I can cancel service but they don't realize I have no idea about any of this. I have tried to call their 702 phone number but no answer or call back. I would like to get my money refunded. I am not an architect.

  Business response

  05/06/2022

  Business Response /* (1000, 8, 2022/03/26) */ This is not true. Cory started his membership on 11/19/2021. As soon as the membership was started, Cory received the product key via email and registered it on his computer. We offer a free trial to test the software before signing up. The software was received, registered and accessed by Cory: DATE: 11/19/21, 8:40 AM IP: 173.20.180.82 LOCATION: ************** EMAIL: ******************** His account automatically renews on the 19th of each month. Cory's credit card declined for his February 19 renewal. He replied to our declined credit card email from <********************> on Thu, Feb 24 at 1:52 PM. He said "....I've been watching the videos on how to do it and had sent a computer back in and get it fixed supposed to be back Monday I will get my new credit card info to you" In February he was given a 10 day grace period due to his credit card was declined. Cory's account canceled on March 1, 2022 after his 10 day grace period. Consumer Response /* (3000, 11, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Apparently the girlfriends son decided to use my computer and cc to make some transactions. Not only on this program. He is NOT Cory and I have disputed my cc payments which I have gotten returned. As far as Structure Studios they will not answer any phone calls. I believe they are all about the money. If you take your time and look at reviews you will likely find that it is not a reputable company. BUYER BEWARE !!!! It seems like a lot of money with little or no support even if you have gotten scammed or are not who purchased program. While trying to find out more about this program on forums I have heard many complaints about Structure Studios. I know nothing of Architecture but most people in the business stay away from them and prefer NCHSOFTWARE.COM Business Response /* (4000, 15, 2022/04/11) */ ***Document Attached*** Please see the attached emails from Cory Johnson regarding his software usage.

*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. ↩