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:07/01/2024

  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.

  I have been a customer since 2015 and had upgraded in 2016, 2017, 2020, and 2022. I have a permanent license. I opened the program recently to be prompted with my trial period has expired. Essentially asking me to purchase a new program or activate an existing one. Upon attempting to activate my existing program I was prompted with a with a message that said My license number could not be located in the server, which is nonsense. I made 2 attempts to contact Print2cad and was given an excuse that my issue may be with the new Windows program. Im not using any new windows program.The reality is that every time prior that i used their program they have always tried to have me upgrade which i did not. The program is only 2 years old so their End of Service clause does not apply. I can only conclude that The reason this is happening is because i refuse to upgrade. Unfortunately my inability to use the software has resulted in a missed deadline that could cost me my project.

  Business Response

  Date: 07/01/2024

  We noticed that ******************* purchased our program on 3/3/2021, and he is currently using a version that's almost 3.5 years old. We've sent ******************* numerous letters and emails informing him that his support expired after one year, but he decided not to extend it.
  
  According to our records, it appears that ******************* has been trying to activate the program using the wrong password (******************* can find the Password in the purchase confirmation Email from 3/3/2021).

  Sometimes, when Windows automatically updates, the activation system may attempt to pull the license from our server. Unfortunately, we can't offer ******************* support for your outdated version, as we haven't been trained on it and don't have it on our support computers.
  
  However, we do have a solution for *******************. He can extend his support by purchasing the new program version. By doing so, he will be able to receive our assistance and access the latest features and improvements. As a bonus, he can use the password "LIBERTY20" for a special discount when purchasing the new version, valid until the 4th of July.
  

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21922700
  
  I am rejecting this response because the purchase was an upgrade and the attachment shows no license number on that email.  Perhaps since Back2Cad has access to my purchase history, they can send me my correct license number instead of having me incur yet another cost of over $300 with their discount.  The license number i used was what came up in the properties of the software. The software was working just fine 2 weeks ago. **************** communicated with me this weekend regarding the Windows item. I informed them i had not upgraded to the latest version of windows and was using windows 7. They havent to respond. Its obvious to me that they just want another sale. incidentally, i received 5 solicitation emails from them to purchase the new version. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/03/2024

  It is incumbent upon me to clarify that the assertions made by ******************** concerning his purchase upgrade and license number are devoid of accuracy. On the date of March 3, 2021, he was the recipient of an email confirming the purchase, which encompassed all the requisite details for the activation of the program, inclusive of his new License ID and Password.
  
  I am further obliged to highlight that ************************ claim of having incurred an additional expense surpassing $300 is devoid of substantiation. Back2Cad, in its capacity as a conscientious and customer-centric organization, maintains records of ************************ purchase history and would not levy such a cost without a justified reason.
  
  His interaction with our *************************** over the past weekend concerning the "Windows" item has been duly acknowledged. Nonetheless, his claim of not having upgraded to the most recent version of Windows and your continued use of Windows 7 is of significant relevance. His usage of a Windows system that is over a decade old is unequivocally outdated in terms of security.
  
  The assertion that Back2Cad is merely attempting to secure another sale is not reflective of the truth. The company's objective is to deliver the highest quality service to its clientele. The quintet of emails he received were simply invitations to purchase the latest version of the software, a common practice within the industry.
  
  In conclusion, I would counsel ******************** to revisit the email dispatched on March 3, 2021, for his License ID and Password, and to contemplate upgrading both his Windows version and his software to ensure peak performance.

• Initial Complaint

  Date:01/12/2023

  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.

  We purchased a permanent license from this company in 2018. The license does not work and when we reached out to them for an explanation, they said this issue requires customer support interference which you don't get to have unless you upgrade. They are not honoring the product and the invoice they sent us and they are not helpful in responding to us.we would like to request that our license to the activated at no charge or our original payment be refunded.

  Business Response

  Date: 02/08/2023

  This is a Software license from 8/30/2018. The customer paid for this software US $ 159. I hope he can understand that we can't give you any technical support almost 6 years later.

  We send the customer a lot of letters and Emails about support extension and new versions. He simply ignored our communication and never update the software or extend the support agreement.

  As a solution for his complaint, we can offer him a discount code: 8008 for his next purchase.
  

  Customer Answer

  Date: 02/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The software was sold to us as  PERMANENT. As per Oxford dictionary Permanent means "lasting or intended to last or remain unchanged indefinitely." 

  Nothing about our system has changed but the software discontinued working because they decided to make a change that would require us to need SUPPORT or Upgrade. We did not need any support in how to use the software or install it if they had not make any changes to it. They have revoked old licenses to force costumers to upgrade a license that was originally sold as Permanent.  We do not need an upgrade, we need the software that was sold to us for  a permanent use to continue being functional. if they cannot honor their agreement on the invoice, we would like to request a refund.

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

  Business Response

  Date: 02/09/2023

  In order to determine the cause of the problems with the software, the activity of an IT supporter is necessary. But we support only software that is not older than 3 years. The customer's software is almost 6 years old.

  Our company has over 100,000 satisfied customers and over 1 million users around the world. Our support is not trained in software older than 3 years and does not even have software older than 3 years installed on the computer. Support for software older than 3 years is simply organizational and technically not possible.
  
  We cannot refund the purchase price as this software has been used successfully and intensively for 5 years. In addition, this software has a depreciation value of zero after 5 years.

• Initial Complaint

  Date:01/12/2023

  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.

  I purchased a "permanent" license on Jun **************** PM for ******************, Artificial Intelligence Win. 64 Permanent License. Note the word "permanent" from my invoice emailed to me at date and time above. I've used the program very infrequently and it served my purposes, so I did not respond to myriads of emails wanting me to upgrade. Why would I?Today, Jan 11, 2023 I go to open the program and get a pop up saying "my license has been revoked" (note the word "revoked", as that plays a key part in this) and redirect to their website to potentially upgrade. If you have read the other complaints about them on the BBB website, you will see that this sounds very familiar.I emailed them this morning and received a reply within an hour from ************************************* <*************> . Copied and pasted here>> *****, The license is from our side still active. Unfortunately, we cannot forward your support request to our support team. Your support expired more than 2 years ago. In the past we have sent you many emails and letters about extending support and updating to the new versions. Your Windows, Internet, firewall or virus scanner environment has obviously changed. The most likely cause may be the Windows SHA-1 termination (you can find more about this on the internet). Unfortunately we can't be more specific about what happened to you as we no longer maintain this over 3 years old program version. The new upgrade-version of Print2CAD you can purchase using the link: Note how she tries to blame it on firewall or virus scanner? That's nonsense, and they know it. This is their business model of fraud. If you don't upgrade they boot you and prevent you from using your "permanent licensed software"This is far from over, and next I will be filing with the ******* AG and SoS offices as there is a clear case of fraud in their business practices. License ID number ********

  Business Response

  Date: 07/06/2023

  Based on our license records, it appears that the customer attempted to activate the program on a third computer. The first activation was on 6/25/2019, followed by an activation on the third computer on 3/2/2020. Another attempt to activate the program on a third computer was made on 1/11/2023.
  
  The customer possesses a single license, and activating it on multiple computers violates the terms of the license agreement.
  
  We provide support to more than ****** customers globally. Kindly note that we are only able to assist customers who have an active support agreement, which can be obtained by purchasing our software for approximately US$ 200. Our support extension proposals have been permanently declined by the customer.
  
  If the customer deactivates the program on the other 2 computers, our system will automatically reactivate his license. 
  
  His license has been reset, but if he continues to use the program on one of his other two computers, the activation system will once again revoke his license during the next license check.

• Initial Complaint

  Date:12/01/2022

  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.

  I purchased a software license for Print 2 Cad software. then purchased an upgrade in 2020. Now they have turned off the old license because they want to sell a newer version. They have basically stolen the software that I have purchased and said it was a trial version. Would a trial version be used for 3 years?

  Business Response

  Date: 12/14/2022

  The customer *************************** purchased ************** software on August 28, 2015.

  On September 17th, 2019 he updated the Print2CAD 2016 version to the new Print2CAD 2020 version.
  
  Because the update the old license from August 28, 2015 was revoked and he was granted a new license on September 17, 2019.
  
  We sold him the upgrade at a special price. Based on our licensing system this new license ************** is working well and is still active.
  
  He only has one license and it is against the license agreement to have 2 installations (the old and the new) of the same license.
  
  Since we cannot access ************************************************* computers, the old license was active on his computer until he asked us for a new activation of the revoked old version.
  
  ********************************************* only has one license and if he tries to use it on 2 different computers he needs an additional license.

  The license from 8/28/2015 is revoked because an update to another version and wea re also no more supporting this almost 9 years old program.

  His current single license (License ID ********* is active and is working well. We see no wrongdoing on our side.

  If ********************************************* continues to refer to us as "thieves" in subsequent communications or on Internet forums, we will retain attorneys to investigate the matter for possible defamation.

• Initial Complaint

  Date:10/14/2022

  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.

  I purchased Product Print2CAD 2016, 7th Generation Professional perpetual license from the company ************************. That means I have lifetime usage for the software.I tried to use the software but the company has revoked my license.I communicated with the company to resolve the issue but they are not cooperating, keep telling me that we do not support after 5 years, and etc..I am not asking support, simply I want my license which I paid for work without any trouble. Basically the company is killing my license which is sold as perpetual license.

  Business Response

  Date: 10/17/2022

  Our company (backtocad.com) provides software for tens of thousands of companies and users around the world. 
  
  Based on license activation records, we can see that **************** purchased the Print2CAD 2016 software in the year 2015. That was over 7 years ago. 
  
  Customer **************** fails to mention in his claim that he has already activated the single license of the software on 6 different computers and changed the Windows version. In our standard license agreement, we do not promise unlimited installation number or unlimited license transfer. We also do not promise functionality with future Windows versions because we cannot predict the software reactions to the new operating system. 

  In our license agreement we write: 2 Primary Obligations - 1.  The Software may be installed and used on one computer only.
  
  The excellent goodwill of the users support team has enabled multiple installations and multiple license transfers in the last 7 years.
  
  Customer Mr. ***********;does not mention in his complaint that he asked us for a refund of the full software price $179 after the intensive using of the software 7 years long and installation on 6 different computers. We keep bank records for 3 years from the date we filed the company tax return (records from 2015 are no more available) and we are unable to verify the license agreement or purchase agreements. We have rejected the refund.
  
  Customer **************** does not mention that in the last 7 years we have sent him about 50 info particles (emails or letters) about the already long expired support and the opportunity to renew it at the special price. **************** was unwilling to accept our offer.

  After 7 years we can no longer deliver the software again, we can no longer deliver any activation again, and we cannot provide any support. We are no longer trained in this software, and we no longer have this software on our computers. We also no longer have the software Print2CAD 2016 in our portfolio.

  As solution we would like to offer Mr. Ozturk the similar software Print2CAD AI Phenomenon as yearly subscription with one time US $30 discount.

• Initial Complaint

  Date:09/23/2022

  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 software product, and the company recently revoked the license. This was not purchased as "Software AS A Service" but as a one-time purchase to be used with a permanent license. When I went online to my account, it said the license has expired. When I called for support, I got the runaround and was told they could not give me any support because the product is too old.I said I don't need support, I need my license reinstated. The woman said she is not technical and could not help me. When I asked her to have some technical contact me, she said I don't pay for support. When I said why is my license expired, she claimed no knowledge of this although it is clearly on listed as expired on my account on their website.I get several emails a month from the company with upgrade offers which I haven't taken advantage of and after today, I never will. BackToCAD Technologies, LLC Invoice #********Date: 7/29/2014 1:37:07 PM Central Daylight Time (UTC-5) Order Information:Customer Information:METAL FINISHING SYSTEMS, *********************** ************************************************************** UNITED STATESCustomerID: ******** Email: *********************** Phone: ************ Fax: ************ Billing *********************************** DescriptionQuantityUnit PriceExtended Price Print2CAD 2015, 6th Generation Professional Version1$199.00$179.00 Priority Code: **** License ID: ******** Password: Thank you for your order!

  Business Response

  Date: 10/21/2022

  Please see attached.