Complaints

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.

• Initial Complaint

  Date:22/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hi, my name is ******** ******* ******* ** ********, my student email is *******************************. I have been using the Maxon One software through Kivuto OnTheHub with a student license for a while now have renewed my student eligibility before and this has never been such a problem-I go to school online,due to health restrictions I am unable to leave my house. I do not ever set foot on campus so my school did not feel the need to issue me a physical ID card-so I cannot use that as proof. the first rejection I understand bc they had changed their policy-, however, this last one contained multiple files that had no info missing but I got rejected again,same email as before part of which reads: "One or some of the following items were missing or not obvious on your document: A date matching your current enrollment (a date of issuance matching the current academic year, or an expiration date not earlier that this semester’s end) Your academic status at your school (Student, non-teaching Staff, teaching Faculty) The full name (or logo) of your school. Simple printouts without the school’s logo (seal) are not counted as valid. The name of the school should match your submission. IMPORTANT: If you are a Post-Graduate student, you qualify as a Student only if you take classes; otherwise, you qualify as Staff. Valid proofs include, but are not limited to, student cards (with valid date), a class list, a letter from the school, or course payment receipts. They should be issued by your school (NOT by a third-party organization, such as a student union or ISIC). If this is a printout, it should bear your school’s logo or stamp." see attached for all files I submitted for eligibility varification

  Business Response

  Date: 22/02/2023

  Dear Ladies and Gentleman,

  Her proof was rejected because it is an unofficial document.
  We do no longer accept screenshots of student accounts of any kinds as a valid proof.
  She can submit  a new official document provided by the school that includes the institutions name, her name, her  academic status (student, staff, or faculty member), a valid date and a stamp from the school. 

  If she does not have a document with that information, she can contact her school's administration and request a reference letter in one of the supported languages (English, French, Spanish, Portuguese, German, Chinese, or Japanese). 
  Several students in a similar situation  have received such a proof per email and got their accounts verified.

  Kind regards

  *****

  Customer Answer

  Date: 23/02/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19446132, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:18/10/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Endnote using onthehub.com through my university. My university staff placed the order for me, and I logged in onthehub to download Endnote, and access my license number. Two months later, I need to re-install Endnote due to a system refresh. I logged on onthehub.com, and found my order history. Surprisingly, onthehub.com provides my order number, but not my Endnote license key! It asks another $15 dollars so I can access my own license key. I went through my emails, and only found an email titled 'An account has been created for you'. They never sent me the license key. The other complaints mentioned that onthehub.com deliberately do not provide you the license key in the email. Instead, they send 'friendly' warning email to you that you need to backup your key in 30 days. Otherwise, your $300 dollars is down the drain if you do not pay another $15. What a ****! I highly recommend using other resources to purchase softwares. I am going to complain to my university's IT department so that students do not get ****med.

  Business Response

  Date: 31/10/2022

  Hello, 

   

  I received the complaint regarding our Access Guarantee policy. I attached a screenshot of what the client sees when they check out and highlighted the 30 days. When clicking on it, it leads to a link which describes this policy: ****************************************************************************** *** ****** *** ****** ** *** *** *** ******** **** *** ** **** **** ***** *** ****** ** ******** 

   

  We re-sell the software of other vendors and they are made aware of this policy. They are also aware that we do not send download links or product keys directly to the client, by email. Upon purchasing the software, the clients receive two emails reminding them that the access to the software is expiring, and that they should note down any product key and installation file. Because we remind clients of this, they must pay for a 15$ fee which allows them to regain the access. 

   

  Please let me know if you have any other questions regarding this. 

   

  Kind regards, 

   

  ******** 

  Customer Answer

  Date: 31/10/2022

  
  ********** ********
  
  I am rejecting this response because:

  
  

  The business responded with a template email, which is not an appropriate to solve any problem. 

  
  

  When purchasing the license, they do not send the license key. Instead, they keep it on their own server for 30 days. Later, you do not have access to your own license key. 

  
  

  Their policy is against humanity, and they put such policy hidden in a link. No human will open a link with pages of fine descriptions. 

  
  

  They send out emails from a wired email address, and it does not mention anything about the purchase. It is easily ignored, especially when most email servers mark their emails as spams. 

  
  Sincerely,
  ********* ***
  

  Business Response

  Date: 01/11/2022

   

  Dear Ladies and Gentlemen,

  When clients order a product on our site, they have 30 days to download the software, install it and keep a copy of the installation file and the activation key. If?all?this was done before 30 days, they would not have to pay for the Access Guarantee Retrieval (60 days). There are 2 emails that are sent, the first one 15 days before?the expiration of your basic access?and the second 2 days before, informing that his order will close soon and?suggesting?a various backup options?for?your installation information (installation file, activation code, etc.). This has nothing to do with the license for their software. Their software after installation and activation will continue to?work?beyond 30 days. However, in case of crash or reformatting of the computer, or if the software is re-installed, the activation key is necessary to activate it.
  We also provide all the information regarding the Access Guarantee in our Help section https://onthehub.com/help and the customer will be informed about the 30 days Access Guarantee before purchasing the software. (see attached screenshots)
  
  Please let me know if you have any other questions regarding this. 

   

  Kind regards

  *****

  Customer Answer

  Date: 01/11/2022

  
  ********** ********
  
  I am rejecting this response because:

  The last reply stated exactly how their system works, which seems a **** to me.
  The reply is correct on one thing, you can still use your software once it is activated.
  However, once you purchase your license, you have 30 days to access it.
  You lost access after 30 days, unless you pay another $15 dollars. If your reinstall your system, or if you want to install the software on another system, you HAVE TO DO IT in 30 days! You want your own license back, pay another $15 dollars.
  Let's talk about their email reminders. You got three email from them. The first is a confirmation email, the second and third reminder emails to back up your key.
  

  First, why is my license key not sent to me in my confirmation email? This is the start of headache. This is different from any major retail stores, and what is the purpose to do it? I cannot think of another reason other than the **** of $15 dollars.
  

  Second, their reminder emails went to spam folders, automatically. Is it purposely written so the reminders go to spam? No client would ever know.

  Third, I saved around $30 on a license from the full price of $250. It does not make sense to lose my key after 30 days. There is no reminder of 30 days when I made the purchase. 

  Sincerely,
  
  ********* ***

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  In attempting to download SPSS for a doctoral class, I purchased and was charged for the product; however, the site stated I needed to verify my status as a student. I have done so multiple times, and they will not communicate with me regarding my status. I tried to cancel the order, but their website states that they do not allow cancellations and/or refunds. I have attempted to communicate with them by phone, email, and their (supposed) chat, though that was just another email outlet. I called their number, but that went straight to voice mail, and no one has returned my call. I am including my verification document I uploaded multiple times to their website showing that I am indeed an enrolled student.

  Business Response

  Date: 08/09/2022

  HI *****, 

   

  Apologies for the delay in verifying your user account. As you know, school has just started again and we're dealing with a significantly increased number of service requests which does cause a delay. 

  That said, I have confirmed your eligibility and you're now able to pick up your copy of SPSS. 

   

  Best, 

  Your OnTheHub Support Team. 

  Customer Answer

  Date: 09/09/2022

  
  ********** ********
  
  I am rejecting this response because: I still have not received a key to download SPSS that I paid for.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/09/2022

  Hi *****,

   

  You will need to log back in to your account at ******************* and navigate to your order history in order to access your license key and download link. I am not able to provide that link/license through *** communications. 

   

  Please let me know if you need assistance with that and I'll make sure our Support Team reaches out to you. 

   

  Best, 

  Your OnTheHub Support Team

  Customer Answer

  Date: 09/09/2022

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

  Thank you.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 12/09/2022

  
  ********** ********
  
  I am rejecting this response because:

  Sometime after I settled this complaint, ****** (on the hub) removed all of my account information, so I am still without access to the product I paid for.  I sent them multiple emails, but they have never responded to any of my communiques. 
  
  

  Sincerely,
  

  
  ***** ******

  Business Response

  Date: 12/09/2022

  Hello,

   

  I have reached out to the agents who corresponded with the client. I have given the agent an alternative way to send the product key and download link to the client. The client will be hearing back from us, shortly. 

   

  Kind regards, 

   

  ********

  Customer Answer

  Date: 14/09/2022

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

• Initial Complaint

  Date:19/07/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 24 month student download of NVivo on 5/30/22, after using a free 30 day trial. I am now unable to access the information stored in my NVivo account. My order history shows the 24 month download but says it expired on 6/30/2022. I am unable to access the work I stored for my doctoral thesis! Options for tech support are chat or email. I attempted chat and received a message that "chat is unavailable at this time."

  Business Response

  Date: 05/08/2022

  Hello Team, 

  I apologize for the delay. The client had already received assistance but I have reached out to her again to check if she needed any further help. I will escalate this to the publisher, on her behalf, if she requires assistance as we do not provide technical support for this software.

   

  Kind regards, 

   

  ********