Complaints

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have requested cancellation of this product for 4 years! Even my bank has done so.

  

  Business response

  02/21/2024

  This subscription for VideoPad quarterly subscription, purchased on May 21, 2021, has been canceled effective immediately, and the February 17, **** charge refunded.

  Customer response

  02/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  If appropriate, please remove the complaint. I am satisfied. 
  Sincerely,
  
  ***********************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am continuously being charged $21.50 every few months by NCH for an account that was canceled over 2 years ago. We only signed up for a project that my son was completing for school and we canceled within the same month once the project was complete. We have tried to reach out repeadedly to find out why I am still being charged and it only says that there is no open account.

  

  Business response

  12/04/2023

  Hi. We are so sorry you are having difficulty with your subscription cancelation. Please look for an email ticket from our technical support team to assist with your issue (check spam if you don't see anything in the next couple of business hours). We have free email technical support if at any time in the future you wish to contact us *****************************************

  Customer response

  12/05/2023

   
  Complaint: 20954407
  
  I am rejecting this response because: I do not have an email from you all. I checked my regular mail and spam folder. 
  
  Sincerely,
  
  *****************

  

  Business response

  12/08/2023

  Yes, you are correct. Our support manager dropped the ball and never sent the intended support email. You should have an email now and we can certainly help you solve this problem. Again, apologies for the delay in emailing you.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I wish to end my monthly subscription. I recently ended my E-mail service with earthlink and NCH Software requires that E-mail to gain access to my account. They provide no other way to contact them. They do, but it requires $64 monthly subscription just to talk to them. This subscription to Doxillion, their product, is costing me $6.66 a month.

  

  Business response

  12/01/2023

  NCH Software provides free technical and billing assistance via our email ticketing system available here *****************************************. We also provide subscription cancelation service here ********************************************************.

  Support has been asked to reach out so that the customer can get their subscription canceled. They should monitor their email for assistance today, checking SPAM folders just in case.

  

  Business response

  12/01/2023

  Why do we have 2 identical complaints with separate emails and ids from the same customer. I responded to one. Do we have to respond to both???

  Customer response

  12/01/2023

   
  Complaint: 20943330
  
  I am rejecting this response because: it still requires me to use an E-Mail address to access my account that I no longer have. I am further going to contact the attorney general of ******** to resolve this issue. 
  
  Sincerely,
  
  ***********************

  

  Business response

  12/01/2023

  This customer was informed that support would be contacting them to assist them with their cancelation.  If they are rejecting our support then there is nothing left we can do to assist.

  Customer response

  12/14/2023

  After digging around on their site I finally was able to e-mail them about my issue. They did respond and correct the issue I had with them. I wish not to have this reflect negatively on them since they corrected my issue. If they could simply their site it would make it easier for me to get a hold of someone.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have purchased various software licenses from this vendor. After registration and use, the various programs tell me that I don't have a license. I look back through my records and find that I have replaced these licenses MORE THAN ONCE. I decided to just buy another one but it turns out that the new software no longer works. The title is "soundtap" and it does NOT receive a signal despite various forum-driven attempts to resolve it. I filled out a support form and got an automated email back that they'd be right back to me. They have not responded in 3 days. I look online and see a number of issues regarding both the dysfunction of this software title AND users who have had the same problem with licenses that become unregistered. They can either fix this specific soundtap problem or refund my payment. In either case, I will no longer buy stuff from them and will embark on a bit of a campaign to warn off other musician/users.

  

  Business response

  11/13/2023

  Hi. After research it would appear that this customer has not set their SPAM settings to allow our support emails. They can find the entire support conversation in their SPAM box if they have not cleared it out, and reengage if they choose. On the chance that the customer continues to be unable to access their SPAM, a refund will be issued today and they should see it within 1-2 weeks. Here is the communication chain from our support team:

  received from ******************
  Sent: 11/6/2023, 4:45:34 PM
  SoundTap TechnicalSupportRequestwin11:
  There is no indication that soundtap sees my audio stream (from ******** on my Windows 11 machine with realtek drivers. I've tried various options and the somewhat ridiculous options posted on the forum. Doesn't matter. Just bought this and if it doesn't work on win11, I need a refund.
  Extra Information (1): 8.05
  Extra Information (2): win11
  
  Sent by *********************
  To: ******************
  Sent: 11/6/2023, 4:48:50 PM
  We will be more than glad to assist you today. Do you see any error message on the status screen? Could you send us some screenshots showing the problem you have encountered there? In case you still want a refund, let us know.
  If you need further assistance please do not hesitate to contact us back.
  
  Received from ******************
  Sent: 11/10/2023, 11:03:14 AM
  SoundTap FAQRequest:
  Get your support team to actually respond to my request referenced in your automated email response as ""Pty4 SoundTap TechnicalSupportRequestwin11 +
  Inbox" or I will dispute/cancel my credit card payment. It's been 4 days. I will cancel payment in 24 hours.
  Extra Information (1): SoundTap
  
  Sent by ******************
  To: ******************
  Sent: 11/10/2023, 11:47:47 AM
  Thank you for contacting NCH technical support. Please make sure that you start first SoundTap, and then the application that you want to record. Also, please try to close all programs that are running in the background. If you are recording using a web browser you will need to start SoundTap before you start the web browser.
  Please let us know what is the outcome, we are expecting your reply.

  Customer response

  11/13/2023

   
  Complaint: 20853490
  
  I am rejecting this response because:

  I have no expectation that they will process the refund given that their tech support involves the issuance of nonsensical responses (necessary actions, of course, on my part) provided as sounding quite canned and nonprofessional.   The problem I am describing is occurring with many users and, given that they don't seem to recognize that, I have low expectations for their follow through.  They say I'll see it in a week or so for a refund and, of course, that is outside your window for maintaining the ticket.   So we need to proceed with some further action within that time frame.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 7/5/23 NCH Software withdrew $35.97 from my checking account. I did not locate NCH Software on either my laptop or cell phone. When I search NCH Software I see that I am not the only one who has experienced this. I want a full refund as I did not purchase anything from their company.

  

  Business response

  07/26/2023

  NCH Software does not randomly charge non-customers. This customer made this purchase on July 5th, 2023. If they did not, they should reach out to their CC company for possible CC fraud. Support will contact the customer to initiate a refund.

  NCH Software

  TAX INVOICE and RECEIPT
  
  Our Ref:
     SP7483872
  
  To:
     *****************************
  
  From:
     NCH Software
     19 ****************
     GPO Box 1169
     ******** ACT 2600
     *********
  
  For:
     Software Licenses
     Annual Subscription: Pixillion Image Format Converter Premium Edition ($35.97ea): $US35.97 billed every 12 months unless cancelled
     No technical support purchased.
     Delivery by online download.
  
  Total:
     $AUD53.08 (approximately $USD35.97 at this week's exchange rate)
  
     License Registration ID: *******
  
  Paid **** or Mastercard

  Customer response

  07/31/2023

   
  Complaint: 20374161
  
  I am rejecting this response because if I had bought a membership it would be downloaded on my laptop of cell phone. I already reported the charge to my bank. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03-22-2020 I bought the masters edition of WavePad editor (a piece of software) I hav successfully used the software many times.Today I opened the software and was locked out of it by a notice saying I have to update it.Updateing resulted in a software lock being placed on the program with a notice that I have to buy the latest edition. When I bought this program, I bought it as a stand alone program with no further fees involved.The company damaged my software to force me to buy the latest version. I attempted to contact the company but they require a fee for technical support of their software.

  

  Business response

  07/13/2023

  Our software licensing is perpetual to the version purchased and then 12 months of new releases. Support should be reaching out to provide the customer with the version of the ********************** that works with their existing license key.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am being billed each month for this product. I cannot even find this program on my Computer yet they still continue to bill for it. I have tried several times to get in touch with them but I can never reach them and they do not call back. I want them to not bill me for product that I am not using.

  

  Business response

  05/12/2023

  This customer purchased a quarterly subscription to 2 different products - VideoPad and Prism, on July 21, 2021 - we are happy to provide them with their email receipt that they would have received immediately after purchase. We have phone support for paying platinum support customers and free email support. All of this is available through the main page of our website. Support will contact this customer with instructions on how to cancel their subscription, and provide them with their original email receipt.

  Customer response

  05/12/2023

   
  Complaint: 20046844
  
  I am rejecting this response because: I have sold my business and I do not own the Company. I never would have signed up if I knew I was getting locked into something. Yes I want the paperwork but I very much need to be out of this billing as I no longer have use for this stuff. Plus you need some number some number to talk with anyone on this ***************** which i do not have.
  
  Sincerely,
  
  *******************

  

  Business response

  05/16/2023

  Support has contacted this customer several days ago via email - the customer should check their email box including SPAM. The subscription billing has been canceled. The customer is no longer being charged. Support also requested the customer's phone number so they could call them. The customer has not yet responded. Again the customer needs to read their emails and check their SPAM folder.

  Customer response

  05/17/2023

   
  Better Business Bureau:
  
  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

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a software VideoPad. First installment was charged on my credit card 1/11/2022 ($21.50). The next installment was charged on 4/12/2022 ($21.50). The last installment was charged on 7/12/2022 ($21.50). I contacted NCH several times during the last year asking for a refund because the software kept crashing. I'm sad about that by the way because I loved using it. Each representative told me sure no problem will cancel the auto bill and refund the payment. Well on 4/12/2022 I got billed again. I emailed and same thing sure we'll cancel auto billing and issue a refund. Well 7/12/2022 comes around and another charge. I emailed again and this representative told me that they could only issue a refund for the latest installment. I spoke to my credit card and they suggested I write into the Better Business Bureau and ask them to help me get the remaining $43 back. So, I'm asking for a refund for the software because I tried my best to have it cancelled, still got charged and I wasn't able to use VideoPad because it kept freezing or crashing on me. PLEASE is there anything that can be done? Times are super tough and I NEED this money for Toilet Paper, Toothpaste, you name it. PLEASE can you give me back my money that I spent on a product I didn't use? For a membership I repeatedly tried to cancel and ask for a refund for? PLEASE. I did everything I could. This isn't fair.

  

  Business response

  05/02/2023

  We apologize for the frustrating experience. It seems there are multiple subscriptions under this customers email addresses. Another one is *********************. Support will be reaching out to this customer to ensure that all subscriptions are canceled and all refunds are processed. It was an error on the part of the support technician to refuse refunding a purchase that was made after a cancelation request was made. The existence or multiple subscriptions (at least 3) confused our support tech.

  Customer response

  05/03/2023

   
  Complaint: 20004729
  
  I am rejecting this response because:
  

  No one has reached out from this business or offered a refund. 

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

  

  Business response

  05/04/2023

  This was sent from support to the customer. They need to check their SPAM if they did not receive it:

  We noticed you submitted a complaint with the BBB. We just wanted to confirm that all subscriptions under your name were cancelled and refunded back on 2022, when you first made your requests. If you are being charged again, please provide ** with the following:
  1. Amount of transaction:
  2. Transaction #:
  3. Last 4 of card that was charged:
  4. Name on card:
  5. Date of the transaction:
  
  Once we receive this we will investigate to find out where the charge is coming from.
  
  Let ** know if you need anything else.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an AltoEdge USB Foot Pedal on 1/24/2023. The product did not fit my needs. I returned their product using the HW63955 which is the return authorization number they gave me. I shipped it via *** with all the information they requested and the product in new condition as I only used it once, on 2/14/2023. I tracked the return when I didn't receive my money back. *** tracking showed that it was received by the front desk at the Greenwood address on 2/16/2023. On 3/21/2023 I emailed them inquiring about my money back and received an email from their support team that they would get back to me as soon as they can. I still have received no further email or phone call. The return email I received from their support team:********, NCH Software *************************************** via mgemail.brisksupport.com Feb 9, 2023, 9:05?AM to me, noreply, returns Hi *******,Your approved RMA is: HW63955, you may return your order to the following:AltoEdge Inc.Attn: HW returns HW63955-020923 ***************************************************************************************************** Upon receipt of your return a refund of your transaction will be initiated with accounting.

  

  Business response

  03/29/2023

  The customers bank will not allow the refund. The customer must contact their bank. This was advised in an email. This reply was sent from support this morning. "Hi *******, We had sent you an email, explaining that we could not issue the refund because there is a block on your Bank's end. Did you dispute the charges with them? If you did not can you please confirm with them if there is any restriction as we are trying to process the refund and it does not allow us to.
  I will be waiting for your reply." If the customers bank will not allow our bank to process the refund, there is nothing else we can do.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been using NCH Express Scribe for about 4 years with a VEC Infinity IN-USB-1 / IN-USB-2 (USB) pedal. On November 27th I purchased an update for Express Scribe Professional which worked for a month and then crashed. Since then, I have exchanged about 50 emails with various members of the **************** Team who have come to the conclusion that it is my pedal that is the problem. However, this past weekend, I was finally able to complete work that had been waiting with a different application and had no trouble whatsoever with the pedal. I am a Mac user and I find it extremely frustrating that no one seems to know which OS will work with Express Scribe software. Last year, when I upgraded to OS ********, I found out that it wasn't compatible with the software because it only recognized the pedal as a mouse. I had to go to the nearest APPLE store 60 miles away to get ******** uninstalled and ******* installed. If NCH is going to provide MAC downloads, at least know which OS it will work with! In the meantime, they say their developers are working on my software issues but it could take "days, weeks or months." I need the software to be dependable so I can work; I have found this extremely frustrating not only because if I want to speak to a real person as opposed to writing emails all day and waiting for a response - after they send out the obligatory "We've received your email and will respond asap..." blah blah, I have to buy their ***************** Another expense on top of the recently purchased upgrade. Today is January 9th, 12 days after the problems started. Maybe they're doing their best but I'm still unable to use Express Scribe to complete my work.

  

  Business response

  01/10/2023

  This customer has already worked with support and had a refund approved and processed. The bug is with the engineering team. Currently there is no official release date scheduled for the fix as it is part of a larger set of fixes and improvements for the Mac version currently in process.

  Customer response

  01/17/2023

  The issue has been resolved however, I am very disappointed since I used this software for several years and when it works, it's great. However, they updated it and I was unable to use it anymore. They are unable to work out the bugs so Ill have to learn and use another app. I have received my refund from the company.
  
  Thank you.
  *******************
  

  
  

*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. ↩