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:11/24/2024

  Type:Billing 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 am making a complaint regarding an account I once had with Advance System Repair (ASR) wherein I requested that my account be cancelled and subsequently was advised via chat with a representative from *** that same was concluded. To conclude, On November 24, 2024, an unauthorized payments of ***** each, totaling US$31.92, was deducted from my credit card. Upon notification of these deductions from my bankers, I contacted ASR on even date advising them I have already canceled my subscription.I have decided to reach out to BBB for assistance in makng sure no other unauthorized payments are made, that my subscription be considered cancelled, and that they remove me from their customer list in the quickest time to avoid further inconvenience due to ASR's inefficiencies.

  

  Business Response

  Date: 02/03/2025

  Sorry for the inconvenience. We have located your account and canceled your subscriptions.

• Initial Complaint

  Date:11/13/2024

  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.

  On 10/20/24 I purchased what was told to me to be a year subscription to Advanced System Repair Pro ($21.17) & one month later I received an email from **************************** (****'s billing partner) stating that I had a month to month subscription and my payment was due. I am 72 years old, have one home computer and have always had a year to year subscription. I feel I was lied to, deceived and when I attempted to reach customer support at ************** it immediately hangs up on me. I tried their "contact us" and it to was to no avail even though they claim that their #1 goal is customer satisfaction. I feel this company is using deceptive practices to get people to sign up and then when that customer has a problem, they obviously refuse to talk to the customer. I am seeking the year subscription I was told I was getting.

  

  Business Response

  Date: 11/14/2024

  We sincerely apologize for the inconvenience youve experienced. Your feedback is invaluable, and we have escalated your concerns to our senior team to ensure they receive the attention they deserve.
  
  We have addressed the issues with your account and initiated your refund. Thank you for your patience as we work to resolve this matter.

   

  -Best regards,

  ASR Support Team
  

  Customer Answer

  Date: 11/14/2024

   While I sincerely appreciate the refund and accept that token effort, I will be totally satisfied when I receive the years subscription that I was led to believe that I was initially receiving. I am a long time customer, have always purchased the one year subscription and would never opt for a month to month subscription. I am 72 years old, own a simple home computer, seldom use ASRP but like having it to occasionally clean up the computer. That said, it certainly is not worth $21.17 a month ($254.00 a year) so I would never intentionally accept that option and was led to believe that I was accepting the usual one year subscription. So if you can make that happen, I will be completely satisfied. Oh and ***, it would help if you answered your phones at customer support. I tried calling five times and was immediately hung up on after the first ring.

• Initial Complaint

  Date:11/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 just checked my junk folder, and I found emails under their name using the account ************************************ They claim that I had missed four billing cycles for the months July - October, but will charge me in November.I do not use the service anymore. In fact, I am pretty sure I had contacted them a while back to ensure my account was closed and that my subscription ended. Currently, I am unable to contact them. The phone number on the website does not work, and their live chat is non-existent (their link redirects me to a chat site that I have to sign up for). I thought maybe my old account still existed somehow, so I requested a new password link to my email. The site recognized the email used for my account, but never sent me the link. I find their email to be very odd, because it is formatted more as a scam rather than a legitimate business email. If this was legitimate, they should have billed me automatically monthly. I have attached a photo of the email. This email was sent to me on October 30th at 11:54 AM.Pleases fix this as soon as possible, as I don't want to pay whatever they are claiming I owe. Thanks in advance!

  

  Business Response

  Date: 11/06/2024

  We sincerely apologize for the inconvenience youve experienced. Your feedback is invaluable, and we have escalated your concerns to our senior team to ensure they receive the attention they deserve.
  We have addressed the issues account, and it has been removed from our system. Thank you for your patience as we work to resolve this matter.

  ,Thank You 
  -ASR Support Team

   

  Customer Answer

  Date: 11/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, if I find another email from this business claiming that I owe them anything monetary, I will file another complaint.
  
  Regards,
  
  ******** ****
  
   
  

• Initial Complaint

  Date:09/13/2024

  Type:Product 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 signed up for this service in 2022 ( I believe January) for college purposes. Since then they have taken out random amounts from my bank account. Typically, in the $69 range monthly. I tried several times to cancel with no luck then they finally accepted my cancellation in January 2024. They stopped taking money out of the account but only for a while. They picked right back up taking money out of the account without my authorization. I chatted online with a representative ( bc their number is not in operation (AT ALL). No one answers and you cant leave a message. Only live chat. In June we were up to a refund of $248.34. I sent them a screen shot and they agreed to pay it. That was ( I believe) July ****** because the took money out multiple times in June. They turned around AGAIN in August and took another $69. The only left for us to do is totally close the account and start over bc these people WILL NOT STOP AND MAKE THINGS RIGHT! We are now at $317.34 Any help you could give would be greatly appreciated. I plan on going to my bank in ***** to dispute the charges as well. This is the worst company ever. Scam!!!!!

  

  Business Response

  Date: 10/11/2024

  Thank you for bringing this matter to our attention. Ensuring the security of our customers' transactions is our highest priority. We are fully committed to promptly resolving any concerns regarding unauthorized transactions. We have addressed the issues with your account and initiated refunds. Your subscription has been canceled and removed from our system. We apologize for any inconvenience this may have caused. Thank you for your understanding.
  
  Best regards,
  ASR Support Team
  
  

• Initial Complaint

  Date:07/25/2024

  Type:Product 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 am making a complaint regarding an account I once had with Advance System Repair (ASR) wherein I requested that my account be cancelled and subsequently was advised via chat with a representative from *** that same was concluded. To conclude, On June 17, 2024, two unauthorized payments of ***** each, totaling US$60, were deducted from my credit card, at 5:02 am 5:32 am respectively. Upon notification of these deductions from my bankers, I contacted ASR on even date advising them of the situation and requesting a refund. To date, I have not received my refund despite numerous communications to ASR via the company's chat service, wherein I am always advised that my request was submitted to the refund/billing ************* this regard; I have decided to reach out to BBB for assistance in retrieving my refunds in the quickest time to avoid further inconvenience due to ASR's inefficiencies.I so advise.

  

  Business Response

  Date: 10/18/2024

  Thank you for bringing this matter to our attention. Ensuring the security of our customers' transactions is our highest priority. We are fully committed to promptly resolving any concerns regarding unauthorized transactions. We have addressed the issues with your account and initiated  refunds. Your subscription has been canceled and removed from our system. We apologize for any inconvenience this may have caused. Thank you for your understanding.
  
  Best regards,
  ASR Support Team
  

  
  

  Customer Answer

  Date: 10/22/2024

  This response was rejected because I am not in receipt of my refund to date.  Kindly submit my refund which is what I have been asking for all this time.  I need my refund please.  Kindly advise when my refund will be credited to my account.  Upon receipt of my refund, I will be satisfied.

  

  Business Response

  Date: 10/29/2024

  We sincerely apologize for the inconvenience youve experienced. Your feedback is invaluable, and we have escalated your concerns to our senior team to ensure they receive the attention they deserve.
  We have addressed the issues with your account and will ensure that your refunds are initiated promptly. Thank you for your patience as we work to resolve this matter.

• Initial Complaint

  Date:07/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 used their service in April of 2023. They fixed the problem. Evidentially the service was a subscription and they tried to renew it in April of 2024. I don't want a subscription so I tryed to call their customer service but could only leave a message. I got my credit card company to stop the transaction. Never heard back from them. They tried to renew again and same routine, I called and left a message, credit card company blocked transaction. Now when i call the calls will not go through but they continue to try to renew. I want them to quit.

  

  Business Response

  Date: 07/08/2024

  Thank you for bringing this matter to our attention. Ensuring the security of our customers' transactions is our highest priority. We are fully committed to promptly resolving any concerns regarding unauthorized transactions. Your subscription has been canceled, no charges were made, and it has been removed from our system. We apologize for any inconvenience this may have caused.
  
  
  , Thank You 
  -ASR Support Team
  
  

  Customer Answer

  Date: 07/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:06/27/2024

  Type:Product 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.

  ************** has two different sites dealing with Computer Security software.I made no purchase and Asrsupport debited my account for ******. I have been told they are going to refund ****** . They then debited my account $60.00 right after I got off the phone with them. I am working on it right now ! These people have stolen from me, I killed my debit card, notified my bank and filed a complaint with them too.The ***, ******************* and the *** and FEDERAL GOVERNMENT for fraud and Internet theft.

  

  Business Response

  Date: 10/18/2024

  Thank you for bringing this matter to our attention. Ensuring the security of our customers' transactions is our highest priority. We are fully committed to promptly resolving any concerns regarding unauthorized transactions. We have addressed the issues with your account and initiated  refunds. Your subscription has been canceled and removed from our system. We apologize for any inconvenience this may have caused. Thank you for your understanding.
  
  Best regards,
  ASR Support Team
  

  
  

• Initial Complaint

  Date:04/18/2024

  Type:Billing 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 software from ARRP and canceled it in 2020 and in January 22 2023 my checking account had had a transaction of $83.84 deducted from my account and again a week later for the same amount and they reimbursed me but it's happened again and it's been 3 weeks and I'm getting nothing other than send copy of bank statement which I have but every time I contact them to follow up I'm told they need a copy of statement. I didn't need this first time besides that they did not have authorization to take the funds from my account. I only want back what they extracted from my account unknowingly and the amount of $176.88

  

  Business Response

  Date: 04/23/2024

  Hello, I have located this account and it appears to have been refunded back In December 2023. However, if there's any new orders please provide an order number so we can locate the account and better assist with resolving this issue.

  Thank you,

  -ASR ************* Team

• Initial Complaint

  Date:03/12/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 am a senior. I had purchased Advanced System Repair software for my PC back in December 2022. I believed that it was a one-time purchase and I was unaware that the *** software would default to extended charges until I received a charge on my credit card in November 2023. I did receive the initial email for the license key, receipt and download link on December 30 2022 but I have never had any email correspondence from *** since. I was told by their chat staff a few weeks ago that I had a 3 month subscription. It states on their **** agreement that, At the end of each subscription period, you will receive an email notification to your last email on record. Online option to cancel subscription is provided together with your license key. I received no such email from Advanced System Repair. I had no idea that my account was still active and accumulating charges until I received charges on my credit card on November 17 2023, 10 months later. I have several charges of $53.91 and one at $26.96. The computer that the software was installed on has been out of commission since early January 2023, a year ago. I have not installed the *** software on any other computer. It was only on that older computer and has not been used since the computer was no longer functioning in January 2023. ***s **** agreement states that I will be notified at the end of each subscription period and I was never notified. ***s lack of communication and 10-month delay in charging several subscription cycles worth of accumulated charges is certainly NOT a better business practice. I would like Advanced System Repair to Please remove all credit card charges and my information from their database.Thank you for your time

  

  Business Response

  Date: 03/29/2024

  Hi ****,

   

  I located your account and noticed you were already refunded for all chasrges $53.91, $53.91 and $26.96.

  We're sorry for the incovience this may have caused you. We located the email notifications and possibly went to your spam box. We will do our best to make sure all customers get email notifications directly in their inbox to avoid such situations as this one. 
  

  Thank you,

  ASR ************* Team

  Customer Answer

  Date: 04/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:11/07/2023

  Type:Product 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.

  On September 26, 2023, I purchased the Advanced System Repair Pro product for the price of $44.10 and on the same day I requested a refund because the product did not include the advertised feature called VPN. Over the next 5 and 1/2 weeks on 11/3/23, I made my sixth call to ASR and got the same answer concerning my refund. Their response was always the same: Your refund request was sent to the finance department and they are working on it. On every call, I asked to speak to the finance department concerning this issue and their response was always I cannot transfer your call because it is not permitted.My last call to ask about this matter was on 11/3/23 and their response was as stated above. I was never permitted to speak to a manager.My sincere wish is that your office can intervene and motivate them to issue my refund as they have promised to do so many times.1. Re: Ticket #C4QNX: Refund Follow up. They promised to issue my refund three times during our telephone conversations. Never received.2. Re: Ticket #ZG1QX: Refund Follow up.Again, they promised to issue my refund three times during our telephone conversations. Never received.