We purchased this software for our business about months agoWe purchased "The Catalyst" version at about $1900+ bucks a few months latter we bought a second license for $800-Dollars and the total care for $per monthAfter about months we dropped total care
Then an issue happened that stopped the program from openingCall in to UDA and the will not support older versions and We were told that we would need to upgrade all the old versions and then to buy Total Care service agreement for year at $per month or $1500+ or we could by new licenses of the newly upgraded software we just purchased
I know this sounds insane but this is what I was offered by UDATo get the software we purchased for over over 3000K to work we were told we would need to spend 2000K-5000K more on and upgrade?
We are a small company and this is a warning to all our small businessUDA is not a viable solution that works as advertised with out a lot of hidden gotta costThey openly market a software but it is unsupported with out a service agreement!!!!!!
UDA does not sell a software solution they sell a service that is advertised as a software solutionBut when you stop the service with the monthly fee the software stops working
I called UDA many times and we can not get support to help usAt this time they only pitch the total care monthly fees and I explained that we just just paid 3k for this a year ago and it does not work
No one is willing to help without first buying the updated version and paying additionally monthly fee of for the total careI can't even pay to have them answer my questions with out upgrading all systems 3K plus expense
Hope this helps customers looking at systems for there companies don't make the same mistake I did
Steer clear of UDA they are terrible at product support and don't support their products after purchase!!!!!!!!!!!!
In response to the original complaint above:
We are sincerely disappointed that the customer has chosen to go in a different direction for her software needs, but were unable to issue a refund for services already received. The software is offered as a monthly subscription, and all charges...
were stopped upon the customer's request to discontinue the subscription.Our policy states that refunds are not available for ConstructionOnline payments. We did consider whether there were any special circumstances that might warrant an exception to this policy and found none.
Prior to activating her subscription, Ms. [redacted] was in touch with our team for the purpose of evaluating the software. During this time, our team made every effort in good faith to understand the customer's primary needs and provide information to help the customer make a decision, including product demonstrations and multiple conversations over a period of more than 30 days. After the customer began her subscription, our customer service team reached out multiple times to provide setup assistance and training, with the goal of ensuring the customer's satisfaction. Even though the software did meet the primary needs of the customer as represented by the customer during the evaluation period, the customer did have requests for additional specific functionality changes to the software and ultimately made the decision to discontinue services.
The customer currently owns 2 licenses of ConstructionSuite
5- CM Green Catalyst version. This product was purchased in April 2013 (details
below) and is compatible with Windows 8 and earlier versions which reflects the
latest version of Windows available at that time. Those...
software licenses are
active, and continue to be available for the customer’s use with compatible
hardware and operating systems. Product updates and upgrades are available as
part of the TotalCare subscription, which the customer no longer subscribes to
and has indicated no desire to reinstate. While a subscriber, the customer
received updates and upgrades as part of the TotalCare subscription, including
the upgrade from his original version (ConstructionSuite 2011) to the current
version he owns (ConstructionSuite 5).
Mr. [redacted] did call in and speak with 2 UDA representatives
on 9/3/2015. He stated he had upgraded his computer to a new operating system
(Windows 10) and asked for assistance running his older ConstructionSuite
versions. He was reminded at that time that his version did not support Windows
10 compatibility. He was offered the option of simply keeping the licenses he
had and using them on a computer and operating system compatible with the
version he owned. Further, he was presented with options moving forward
including special upgrade pricing allowing him to receive the latest version of
the software for an upgrade fee of $100 per license and a 12 month commitment
to TotalCare. He was also offered % discounts on purchasing the new version if
he wished to proceed without TotalCare. Mr. [redacted] declined all of these
options.
Please see further details and timeline below, which also
includes accurate payment amounts as the information contained in the complaint
is not accurate –
·
April 18, 2013 – Initial Purchase –
ConstructionSuite 2011 CM Green Catalyst Version for $1404.00 which was a 22%
discount off of the listed price at that time of $1799.99 for that version.
o
Note: This software license was purchased as
part of a promotional special offering a 22% discount off of any of our Green
versions of ConstructionSuite. This special offer did require a 12 month
commitment to TotalCare at $69.99 / month. The attached agreement form signed
by the customer reflects the one-time purchase of the software license and the
12 monthly TotalCare payments for a total one year cost of $2343.68.
·
July 10, 2013 – Customer purchased an additional
license of the software for $900 (please note that additional licenses are
offered at a 50% discount standard), which also increased his monthly TotalCare
to $129.99/month.
·
November 20, 2014 – Customer upgraded to
ConstructionSuite 5, available to him as part of his TotalCare subscription.
o
Note: As per the End User License Agreement,
each major upgrade requires 12 months of TotalCare. During the upgrade process,
users are reminded of this requirement and must acknowledge that understanding
before the download and installation of the new version begins.
·
April 21, 2015 – Customer called in to provide
an updated credit card for his TotalCare, and also inquire about any upgrades
available. He was advised that he did have another upgrade available.
·
April 21, 2015 – Customer upgraded to ConstructionSuite
6, available to him as part of his TotalCare subscription
o
Note: As per the End User License Agreement,
each major upgrade requires 12 months of TotalCare. During the upgrade process,
users are reminded of this requirement and must acknowledge that understanding
before the download and installation of the new version begins.
·
June 18, 2015 – Customer’s account began
declining for payment. Customer was notified of this issue, and new payment
information was requested. The account continued to decline for the payments
due on July 18, 2015 and August 18, 2015.
·
August 18, 2015 – Customers billing account for
TotalCare was deactivated for 3 months of declining payment and no response
from customer. This is per our standard policy. The customer’s TotalCare
services were also discontinued as part of the deactivation of the account.
Attachments
-
Signed agreement from initial order
-
Payment History
-
ConstructionSuite End User License Agreement
We purchased this software for our business about months agoWe purchased "The Catalyst" version at about $1900+ bucks a few months latter we bought a second license for $800-Dollars and the total care for $per monthAfter about months we dropped total care
Then an issue happened that stopped the program from openingCall in to UDA and the will not support older versions and We were told that we would need to upgrade all the old versions and then to buy Total Care service agreement for year at $per month or $1500+ or we could by new licenses of the newly upgraded software we just purchased
I know this sounds insane but this is what I was offered by UDATo get the software we purchased for over over 3000K to work we were told we would need to spend 2000K-5000K more on and upgrade?
We are a small company and this is a warning to all our small businessUDA is not a viable solution that works as advertised with out a lot of hidden gotta costThey openly market a software but it is unsupported with out a service agreement!!!!!!
UDA does not sell a software solution they sell a service that is advertised as a software solutionBut when you stop the service with the monthly fee the software stops working
I called UDA many times and we can not get support to help usAt this time they only pitch the total care monthly fees and I explained that we just just paid 3k for this a year ago and it does not work
No one is willing to help without first buying the updated version and paying additionally monthly fee of for the total careI can't even pay to have them answer my questions with out upgrading all systems 3K plus expense
Hope this helps customers looking at systems for there companies don't make the same mistake I did
Steer clear of UDA they are terrible at product support and don't support their products after purchase!!!!!!!!!!!!
In response to the original complaint above:
We are sincerely disappointed that the customer has chosen to go in a different direction for her software needs, but were unable to issue a refund for services already received. The software is offered as a monthly subscription, and all charges...
were stopped upon the customer's request to discontinue the subscription.Our policy states that refunds are not available for ConstructionOnline payments. We did consider whether there were any special circumstances that might warrant an exception to this policy and found none.
Prior to activating her subscription, Ms. [redacted] was in touch with our team for the purpose of evaluating the software. During this time, our team made every effort in good faith to understand the customer's primary needs and provide information to help the customer make a decision, including product demonstrations and multiple conversations over a period of more than 30 days. After the customer began her subscription, our customer service team reached out multiple times to provide setup assistance and training, with the goal of ensuring the customer's satisfaction. Even though the software did meet the primary needs of the customer as represented by the customer during the evaluation period, the customer did have requests for additional specific functionality changes to the software and ultimately made the decision to discontinue services.
The customer currently owns 2 licenses of ConstructionSuite
5- CM Green Catalyst version. This product was purchased in April 2013 (details
below) and is compatible with Windows 8 and earlier versions which reflects the
latest version of Windows available at that time. Those...
software licenses are
active, and continue to be available for the customer’s use with compatible
hardware and operating systems. Product updates and upgrades are available as
part of the TotalCare subscription, which the customer no longer subscribes to
and has indicated no desire to reinstate. While a subscriber, the customer
received updates and upgrades as part of the TotalCare subscription, including
the upgrade from his original version (ConstructionSuite 2011) to the current
version he owns (ConstructionSuite 5).
Mr. [redacted] did call in and speak with 2 UDA representatives
on 9/3/2015. He stated he had upgraded his computer to a new operating system
(Windows 10) and asked for assistance running his older ConstructionSuite
versions. He was reminded at that time that his version did not support Windows
10 compatibility. He was offered the option of simply keeping the licenses he
had and using them on a computer and operating system compatible with the
version he owned. Further, he was presented with options moving forward
including special upgrade pricing allowing him to receive the latest version of
the software for an upgrade fee of $100 per license and a 12 month commitment
to TotalCare. He was also offered % discounts on purchasing the new version if
he wished to proceed without TotalCare. Mr. [redacted] declined all of these
options.
Please see further details and timeline below, which also
includes accurate payment amounts as the information contained in the complaint
is not accurate –
·
April 18, 2013 – Initial Purchase –
ConstructionSuite 2011 CM Green Catalyst Version for $1404.00 which was a 22%
discount off of the listed price at that time of $1799.99 for that version.
o
Note: This software license was purchased as
part of a promotional special offering a 22% discount off of any of our Green
versions of ConstructionSuite. This special offer did require a 12 month
commitment to TotalCare at $69.99 / month. The attached agreement form signed
by the customer reflects the one-time purchase of the software license and the
12 monthly TotalCare payments for a total one year cost of $2343.68.
·
July 10, 2013 – Customer purchased an additional
license of the software for $900 (please note that additional licenses are
offered at a 50% discount standard), which also increased his monthly TotalCare
to $129.99/month.
·
November 20, 2014 – Customer upgraded to
ConstructionSuite 5, available to him as part of his TotalCare subscription.
o
Note: As per the End User License Agreement,
each major upgrade requires 12 months of TotalCare. During the upgrade process,
users are reminded of this requirement and must acknowledge that understanding
before the download and installation of the new version begins.
·
April 21, 2015 – Customer called in to provide
an updated credit card for his TotalCare, and also inquire about any upgrades
available. He was advised that he did have another upgrade available.
·
April 21, 2015 – Customer upgraded to ConstructionSuite
6, available to him as part of his TotalCare subscription
o
Note: As per the End User License Agreement,
each major upgrade requires 12 months of TotalCare. During the upgrade process,
users are reminded of this requirement and must acknowledge that understanding
before the download and installation of the new version begins.
·
June 18, 2015 – Customer’s account began
declining for payment. Customer was notified of this issue, and new payment
information was requested. The account continued to decline for the payments
due on July 18, 2015 and August 18, 2015.
·
August 18, 2015 – Customers billing account for
TotalCare was deactivated for 3 months of declining payment and no response
from customer. This is per our standard policy. The customer’s TotalCare
services were also discontinued as part of the deactivation of the account.
Attachments
-
Signed agreement from initial order
-
Payment History
-
ConstructionSuite End User License Agreement