Same story as everyone else here. We are a small pool company and I had one of my employees go on my computer to use the software. They said that my employee was impersonating me and cancelled our subscription. They also barred me or anyone at our business from using the software in the future. When you install your software with them they have a clause that allows them to track and see anything on your computer. Who operates a business like this? I thought I was dealing with a government agency and not a pool company software. read more

The program is top notch but their terms and conditions are the complete opposite. They want $95 per month per user, or $1,140 based on 12 monthly payments. That's a rather hefty price but the program is good. We had a single key for our company for our one designer in house that used the software. Per their terms, that was acceptable. I would use the program perhaps 20 minutes a month to take "snapshots" of designs or create YouTube videos of a concept for marketing and business development. Since I, a "second user", used the program for this purpose, they demanded I pay for another license or they would cancel my subscription all together. $95 a month so I could use it for no more than an hour. I'm not allowed to view designs we've created unless I pay for another key. That's $190 a month now, or $2,280 per year. My designer recently moved out of the county and is no longer with my company so I don't have a need for a second license, but they still demand I pay for both licenses or they'll cancel my subscription. They claim to have a method of determining who uses the program and their user habits. When we had only one user using the software, they claimed to have knowledge based on secret software that told them there was more than one user using the program. When I asked for an explanation, or more info, all they would say is they couldn't disclose how they know, but they knew. They should be able to verify that we only have one user using the software but it appears their secret software doesn't work in reverse. It can only charge people more money. There are programs on the market that are nearly as good and getting better. Again, the program is really good. It can take them a long time to come up with updates that are relevant but the program has always looked great. I've been a customer of Structure Studios since 2009. I agree with Catherine W. and her review, love the program, but their business practices leave a lot to be desired. read more

This is such a difficult review... I love the program from Structure Studio, but I do not like the current fees and service as of late.. I am a small designer...I use the program only when I get a referral design job...I have for many years signed on for a month, and then would cancel at the end of the 30 days... They use to be very accommodating.. Not so any more... Structure Studios offers a great design program and terrible service... Sorry Guys! read more

Would give a negative 2 if it were an option. Customer service used to be good, at least they tried, now they got some idiot with the personality of door knob named Lloyd that doesn't even know his own last name when asked. Then Tom called back with his head lodged into the same area. These guys so called security system is crap and when they say they'll call you within 24 hours of submitting a "ticket" to whomever, don't expect to hear back for 5 days unless you really piss them off. The "key" can run on only one computer at a time, (no problem) and on any computer on the planet mind you; but if your assistant calls because your key is having an issue, they'll flag your account and try to say you're sharing the software because the person calling is not the one named on the account or paying the bill. Software is good, but it has gotten pricey compared to when I first used it 12 yrs ago, the issue is the customer service. Lets be real here, if you can only run the account software on one computer at a time, who cares what the name of the person is that is using it if its paid for. read more

Over priced for the service it provides. It's more of a cash grab program. The "map it" feature is more of a fluff piece and doesn't really do a lot for you. The customer service is not really there for you even if they do ever pick up their phones. read more

Let me start by saying that I like the software, however, the customer service and tech support people couldn't be worse to deal with. They were rude, surprisingly aggressive and very unhelpful. I am canceling my account today solely based on the fact that their customer service has been horrible. Save yourself the time and find a better company to work with. read more

Absolutely do not waste your time or money starting with this software. Had I researched better and seen all these reviews, which are same in our current situation, we would have never started this. The time, money and effort put into learning this software and the lack of support and care from this company and with no interest to retain customers and business is incredible. We are a small 2 person operation, my husband and I. My husband is feet on ground on-site and not even tech savvy at all, doesn't even know how to email. I am the only one that designs with this software and I merely wanted to change/reassign our license from the PC to laptop in order to be mobile with customers. I eventually get this email of them supposedly detecting multiple users and they threatened to cancel subscription or require us to purchase multiple licenses that we don't need. Funny thing is that the license can only be registered to one device and only that one device can be used, not operable on multiple devices. They give you the option to reassign licenses, but when you do, they take this as a way to steal from you and then cancel you. I just had my license cancelled, work held up on a project we are trying to close this week and now no software or design to present. This company really needs to re-evaluate it's approach with customers that want to give them business and would like to stay loyal, since so much time is put into learning this software. With the way they go about business, I do not recommend anyone to purchase this subscription. Invest your time and money into a company that will appreciate your business, that will support you and understand that the investment in something like this goes both ways. For a small company like ourselves, we put a lot into this software to help build our business. Now we have to start over elsewhere and time lost. Steer clear and do your research and do not waste your time with Structure Studios! read more

I am co-owner of a small pool company in Central Texas. We have been using structure studios for several years and the software is amazing. I could really wow my customers. I would brag to other people in the industry about the software. Then one day they just canceled my account stating that their security department detected multiple users on my account. There is myself whom does designs and production. I have a partner that does sales. We have one production manager. The software is only installed on one computer that is at my desk. I am the only one that has the password to the computer. I'm the only one that has the username and password to the software. My partner wouldn't even know how to start the software. I've tried explaining that to James who is supposedly the manager of whatever department. He would not even entertain the idea that the decision could possibly be in error. Basically told me if we wanted to continue to do business we had to have 2 subscribers. There's not even another person to subscribe and that would double the cost that we are paying to use the software. I don't even know what to say. Part of a scheme maybe? I'm not really sure but if you choose to subscribe just be aware that at any point they can just cancel your account and all of your designs are gone. read more

They have the worst customer service I have ever witnessed. They are not willing to fix issues. The lack of customer service and especially the manager, James, has forced me to cancel my membership. It seems that this company is known to have a lack of customer service. I should have read the reviews more closely before I used in inadequate company. read more

To whom this may concern, I have used this program for sometime, we acquired the software at a pool and landscape expo in Orlando and was initially quite impressed with there service and training. However later I began to see difficulties being in Canada with training times being out of typical working times due to time zones, there gis is virtual non existent, I was told I could transfer my license from my office computer to my home if I needed at any time (software comes with a transfer license option built in) and if ever forgotten to do so it can be done remotely thru there support. I called in and had this done when one evening i forgot to transfer when leaving the office... This is the beginning of where this begins to get difficult. I was informed it was difficult and could have impact on the software, so I asked if it was possible to have on more then one computer Ie: home and office, they replied it must be a complete other license. The problem being is a separate licence would not allow me to be working on a design at the office and view or be able to complete it at home. I would have thought maybe there would be form of sub license off the parent one like other programs have... I recently had my next interaction with them in referring the owner of the landscape construction company Im personal friends who was at my office to call them with his questions, asked if he could call and inquire about a few things and was interested in there training and software. My original thought was they could answer his questions and then have a sales opportunity with him, no?... There may have be some sort of misunderstanding, they said they needed to speak with me directly, because he called from my office maybe? or made reference to me? DO they not have any security type questions to prevent this type of thing? . I called when I was free, this is where this takes a turn. They didn't even have his name recorded correctly, if a simple thing as this wasn't documented correctly why would one assume that the remaining pertinent details would be? They then informed me I must add a second user to my account (this is my account and im the only user) or they will have it canceled, I tried explaining, I even had a conference call with the contractor and there support staff (Todd), this just added them holding me at ransom. I am a individual not a team hired to conduct designs, drawings, and sales. I then was passed along to management who proved to be even more difficult ( Ross who they claimed was in charge of everything ) During which the above noted transferring of license as they used as a sales tool and they assisted me in doing was about to thrown back at me, his claim is there is multiple computers in which have accessed this software.... My reply yes 2 my office and my home in which your team helped me do remotely as I forgot to use the transfer license button...... He then continued to escalate threatening to cancel if I A TEAM CONSISTING OF ONE INDIVIDUAL did not add this second user, and i was lying to them, what is interesting is the continued threats if I wanted continue using the software. I find this most upsetting is I referred many people and friends in the industry to them, but I don't feel being held ransom is remotely professional or a means of a solution to some sort of misunderstanding on there part... Justin read more

I should have come here first. I had a new hire that said she was familiar with the software sit in with me during one of the training tutorials. They canceled my subscription and made me pay another $165 a month, for the rest of my use of the product, with no way to change. I had to do this in order to get access to a design I already finished and need to present tomorrow. This person would not even be on my account, but there is no way to change it once it happens. Good Software. Company is a pack of rats! Stay away for these bloodsuckers. read more

Ok software, Horrible terms of service. I know they are trying to protect their revenue, but I resolved their issue and they still wont allow me to continue with one license. read more

They have the worst customer service I have ever seen, well lack there of. Not one time did they even attempt to work with us, they simply stated our account needed a 2nd license and shut us down. We even offered to pay for the additional license for one month to prove we only needed one designer, they simply stated they don't want to do business with our company. Asked for a refund they pretty much laughed and said talk to your bank, what a scam. Don't waste your time with these characters. read more

BEWARE OF THIS COMPANY - DONT WAIST YOUR MONEY AND YOUR HARD WORK! We have been a good client of structure studios for 3 years and to show their appreciation and the thousands of dollars we've spent, they now have locked us out of our account so we can not export HOURS of work we have put into multiple jobs. 1 year ago I tried to switch my client key to my laptop from my desktop and they flagged it as our company trying to use a second user after I talked to them on the phone to clear things up. Last week we hired a new designer to take over so I used the 'switch user key' feature to give him access and they locked our account saying we were trying to pirate their system! I spoke to the "manager" and he said there was nothing he could do and that we HAD to buy a second user key to unlock the account. We charge a premium price for our designs so I would have been happy to pay if we HAD 2 users. He proceeded to say that we weren't the right fit for their company after I agreed to purchase the second user and denying us access to export our work after we tried to reason with them. I've NEVER seen customer service this bad before in my life. You might as well be talking to a robot. If I were their owner, I would be ashamed of this company's morals and holding small businesses designs hostage. What goes around comes around. read more

Do not use this company!! They will scam you and steal your money. James who runs the accounting lies and has a major attitude. They stole $330 or mine and shut down my account t a day later after my husband spent eight hours on a design and then claimed they never got my money. I sent them pictures of my bank account showing they took it out and they said take it up with your bank. I wish I had read their reviews before I bought this product. They have the worst reviews I have ever seen with the same things saying they Scam people. I had to dispute a charge with them several months ago because the took my money after I had canceled . Do not give them your money! I caught them in so many lies . They try to make it seem like a big company when the reality is it's a bunch of relatives that all sit next to each other and don't know how to run a company . Do yourself a favor and read through all these reviews. They all say the same thing . read more

worst customer service I would not recommend this company to anyone. Don't waste your money on this program waste of time.

I began with the company I work with in February and due to the volume of design work I was unable to begin learning the software, though I dabbled with it on several occasions. A couple of weeks ago I had time to dive in and get going. What I did not know is that the license is issued to an individual and not the company on who's laptop I was working. After designing an entire backyard oasis for a current customer the software was locked and Structure Studios account manager refused to talk with me insisting only in speaking to the owner. When he called he was informed that "you're not a fit" and no refunds would be given loosing hours of work and money. In an attempt to do the right thing I ordered a new license and began again only to have that software locked and then was told by the account rep James that he had informed our owner that we should not buy anything from them again, a statement our owner denies. They are refusing to refund the money spent and we are disputing the charges with our credit card company. The saddest part of this that we attempted to play according to their rules but this James dude has some sort of huge stick up his butt. Prime example of "power corrupts" Here's an idea, put your dog on a leash or risk loosing more market share! read more

Looks really user friendly at the beginning, but its out dated, complicated and the customer service is horrible. Support is denied for the smallest of infractions of 'company policy' and the attitude is terrible from customer service reps. This was a horrible experience and I would never recommend this software or this company to anyone ever. read more

Their pool studio program is really nice. Every time I need help with something I call them and they help me with whatever questions I have. Customer service reps are very friendly, the monthly fee is a little high for the amount of times that I use the program per month (maybe once).. But I do love the customer service that is why I have been paying membership for about 2 years now. Keep up the good work guys. read more

This software is JUNK... First off, don't waste your time with the trial version. You can't save a project or even hibernate your computer with an active project open - the program will turn itself off. Consequently, you can't really try out all of the features on a larger trial project. So, I went ahead and purchased a monthly subscription at $165 with a $95 setup fee. I tried using the software that night - what a nightmare. The software froze and crashed several times and I lost all my work. They claim that the software has autosave in time increments - those files were corrupted and would not render the project. The next morning I called VIP3D customer service and told them what happened. They stated that the problems were due to my video card. That's funny, I run Chief Architect, AutoCAD, Photoshop and many other high resource using software products within my company without a single problem. But, they stated they would let another department know about this and they would decide if I would get a refund. Two days later I get a call and that person didn't even know why he was calling me. I reiterated my problems once again, and he told me that they would not issue a refund and their policy was that no one gets a refund ever. Finally, all this software does is render simplistic projects in a visual video. There is no ability to print a proposal for a customer. THIS SOFTWARE IS COMPLETELY USELESS AND IS A COMPLETE WASTE OF MONEY - DON'T WASTE YOUR TIME OR LOSE YOUR MONEY LIKE I DID.... read more

I use all kinds of software from multiple vendors for my business. I use Pix4D, Trimble, Autodesk, Bentley, Techsmith, etc and they all have their place. High end software is expensive because it's worth it. Support is often a headache as software doesn't always work as it should. This is the case with all high end software really. Structure Studios support is second to none. Every time I call I get a detailed answer and I feel like the reps are genuinely interested in helping me out. I never wait on hold for more than a minute at most and they usually pick up immediately. The support from structure studios keeps me working which keeps my clients happy and keeps me making money. Love these guys. I've been using structure studios on and off for going on 13 years now. Great software and great people. read more

The representatives of this company do not value their customers. They are arrogant, inflexible, and extremely difficult to deal with on a customer service level. They seem to be indifferent to the needs of a small business. I say this as the owner of a small business that has been an active user of this software and customer of this company for 7+ years. We have had a few issues over the years but nothing we were not able to work through with assistance and some changes, until today. Today, our account was completely eliminated and when I called and asked them to help me with a solution to meet our needs I was advised that our account had been eliminated and they would not open another account for us. That was it. No recommendations, no help, nothing? It appears that they don't care about customers. Thankfully there is other comparable software available that will meet our business needs. I have no complaint about the software but BEWARE, if you are looking for customer support this is not the company for you. read more

At Pegasus Pools, wehave been using Pools Studio (Structure Studios) software for many years, and have been especially satisfied with the customer service. The program itself is top notch, with clear graphics, well known brand name products preloaded, and a slew of materials for great design options. Using it I am able to make gorgeous 3D artistic conceptions that wow my clients and help me to get the sale. When I call in, need assistance, guidance, or troubleshooting, I am speaking with a customer service agent that is thoroughly familiar with the software, who speaks clearly, shows me what I did that caused an issue, and takes the time needed to make sure I am satisfied. I am also especially grateful to see them employ residents of the U.S., and choosing NOT to offshore customer service to foreign places. The software subscription is not the most inexpensive, but I personally would rather spend a bit more so that when I need someone, they are dedicated to helping me get resolution. Very Satisfied. read more

Customer service is horrible. They assumed two people were using the program that was only installed on one computer. They denied access and said we would have to pay for two accounts in order to use it on only one computer. I had already paid for the month and they refused to reimburse me for the month. Tried to open another account, they linked them together, kept the money and denied access, saying I would now have to pay for 3 accounts. Plus, the construction markup is garbage, not worth the money. read more

Listen to what these other reviews say about the customer service. They are horrible. The software looks great but when you buy it (monthly!!! What a rip off!!!) there are a bunch of extra charges that you have to pay for to even use the software. It is nothing short of a ripoff. Furthermore when I tried to cancel my account, they have to finalize the cancellation, which they didn't do until after my next billing date ( which was a whole month away from the date I tried to cancel!). Then finally they told me my business was throwing away money and I would lose money by not using their program. You have been warned. If you buy this software I can only laugh at you now. read more

My company first started using pool studio over 10 years ago, or whenever it came out. It has changed the entire industry on how pools are sold. The pricing is $95 a month or I think you can get a discount if you pay for the year up front. Anyways, the cost is well worth the product that is received. This software has helped my team of 9 designers sell more than 2,500 pools since we started using it. The best part of it being a subscription service as compared to a one time purchase is that they are continually updating it and making it better. If you can't tell by now I am a huge believer in this product. I don't know about the other reviews on here, but all I have ever had to do was pick up the phone and call to get any issue resolved. It is true that you are not allowed to share one subscription and they make that very clear. Even for these guys that say they seldom use it, if it helps you sell 1 pool, than its paid for itself!!! I spend almost $12,000 a year on this software and wouldn't try and sell a pool without it. read more

Some say the software is decent, I'm not sure. It's very complicated and hard to use. There are plenty of less expensive, if not free programs that are much easier to use. Their customer service is horrible, they make you jump through hoops to cancel their expensive service. And if you ask for a manager, good luck, they will refuse to put a supervisor on the phone. Claiming he is in a meeting, but he will call you back, good luck with that too. They will refuse to return your money, if it's one minute past their 30 day billing cycle. I saw on the 1st of May, they charged my credit card at midnight of April 30th. Called to cancel, but they refused to return any money. They offered to give me a credit if I come back, but nothing else. Obviously, my $95 is more important to them, than taking care of their clients. I would not recommend this company to anybody. If we as contractors treated our clients like this, we would be out of business. read more

Very bad company to deal with and only cares about taking your money. We used there service for 1 year and had no support and when we tried to cancel they charged our credit card again for another year and will not refund it even though we can not use the service. VERY bad customer service and does not have any interest to help customers and does not return phone calls at all. I would say away from this company as they are a subscription scam. read more