The customer currently owns licenses of ConstructionSuite 5- CM Green Catalyst versionThis product was purchased in April (details below) and is compatible with Windows and earlier versions which reflects the latest version of Windows available at that timeThose software licenses are active, and continue to be available for the customer’s use with compatible hardware and operating systemsProduct updates and upgrades are available as part of the TotalCare subscription, which the customer no longer subscribes to and has indicated no desire to reinstateWhile 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 UDA representatives on 9/3/He stated he had upgraded his computer to a new operating system (Windows 10) and asked for assistance running his older ConstructionSuite versionsHe was reminded at that time that his version did not support Windows compatibilityHe 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 ownedFurther, 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 $per license and a month commitment to TotalCareHe was also offered % discounts on purchasing the new version if he wished to proceed without TotalCareMr [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, – Initial Purchase – ConstructionSuite CM Green Catalyst Version for $which was a 22% discount off of the listed price at that time of $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 ConstructionSuiteThis special offer did require a month commitment to TotalCare at $/ monthThe attached agreement form signed by the customer reflects the one-time purchase of the software license and the monthly TotalCare payments for a total one year cost of $ · July 10, – Customer purchased an additional license of the software for $(please note that additional licenses are offered at a 50% discount standard), which also increased his monthly TotalCare to $129.99/month · November 20, – 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 months of TotalCareDuring 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, – Customer called in to provide an updated credit card for his TotalCare, and also inquire about any upgrades availableHe was advised that he did have another upgrade available · April 21, – 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 months of TotalCareDuring 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, – Customer’s account began declining for paymentCustomer was notified of this issue, and new payment information was requestedThe account continued to decline for the payments due on July 18, and August 18, · August 18, – Customers billing account for TotalCare was deactivated for months of declining payment and no response from customerThis is per our standard policyThe 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
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 receivedThe 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 paymentsWe did consider whether there were any special circumstances that might warrant an exception to this policy and found nonePrior to activating her subscription, Ms [redacted] was in touch with our team for the purpose of evaluating the softwareDuring 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 daysAfter 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 satisfactionEven 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 licenses of ConstructionSuite 5- CM Green Catalyst versionThis product was purchased in April (details below) and is compatible with Windows and earlier versions which reflects the latest version of Windows available at that timeThose software licenses are active, and continue to be available for the customer’s use with compatible hardware and operating systemsProduct updates and upgrades are available as part of the TotalCare subscription, which the customer no longer subscribes to and has indicated no desire to reinstateWhile 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 UDA representatives on 9/3/He stated he had upgraded his computer to a new operating system (Windows 10) and asked for assistance running his older ConstructionSuite versionsHe was reminded at that time that his version did not support Windows compatibilityHe 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 ownedFurther, 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 $per license and a month commitment to TotalCareHe was also offered % discounts on purchasing the new version if he wished to proceed without TotalCareMr [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, – Initial Purchase – ConstructionSuite CM Green Catalyst Version for $which was a 22% discount off of the listed price at that time of $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 ConstructionSuiteThis special offer did require a month commitment to TotalCare at $/ monthThe attached agreement form signed by the customer reflects the one-time purchase of the software license and the monthly TotalCare payments for a total one year cost of $ · July 10, – Customer purchased an additional license of the software for $(please note that additional licenses are offered at a 50% discount standard), which also increased his monthly TotalCare to $129.99/month · November 20, – 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 months of TotalCareDuring 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, – Customer called in to provide an updated credit card for his TotalCare, and also inquire about any upgrades availableHe was advised that he did have another upgrade available · April 21, – 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 months of TotalCareDuring 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, – Customer’s account began declining for paymentCustomer was notified of this issue, and new payment information was requestedThe account continued to decline for the payments due on July 18, and August 18, · August 18, – Customers billing account for TotalCare was deactivated for months of declining payment and no response from customerThis is per our standard policyThe 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
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 receivedThe 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 paymentsWe did consider whether there were any special circumstances that might warrant an exception to this policy and found nonePrior to activating her subscription, Ms [redacted] was in touch with our team for the purpose of evaluating the softwareDuring 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 daysAfter 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 satisfactionEven 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