Complaints
This profile includes complaints for RealDefense LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 168 total complaints in the last 3 years.
- 47 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/05/2023
Type: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 System Mechanic in Feb. 2023. I just realized that they have been billing me in the amount of $19.95 for 2 months. I have no idea what this service is, nor have I ever used it. I called and had difficulty understanding the service rep due to his heavy accent. I asked for a supervisor and again had difficulty understanding. I was informed that the service would be canceled but I am not entitled to a refund because when I purchased the Mechanic the disclaimer stated I would receive 30 days free trial and then be charged. Who really thoroughly reads all that? It is sneaky and unscrupulous. Customers in good faith make this purchase and are then blindsided by unexpected charges. A company that truly is in the business to offer good programs should not put itself in the gutter by sneaking in unwanted, and unapproved, extra services. This speaks a lot for the type of company it is. I will not renew or ever purchase from this company again as my opinion of companies that have to cheat people to profit is as low as a company can go and does not deserve my business.
Business Response
Date: 06/22/2023
Hello,
We will provide a refund ASAP.
Initial Complaint
Date:04/28/2023
Type: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.
On March 29, O2002 I received an email from Real Defense LLc notifying me that my subscription to their software would automatically renew on Mar 31st in the amount of $86.35. Since I no longer wanted to use their software I immediately called them on the telephone, told their rep to cancel and then received a confirming email that it had been canceled and I would no longer be billed for any services. Shortly after March 31 I became aware that In fact I had been billed for the full amount by Discover via PayPal and l. I contacted PayPal and requested a cancellation. They notified me that a cancellation number was required to be sent to them. Since I did not have what was requested I sent them a copy of the Real Defense Email (copy attached) confirming the Cancellation. I then received their reply which denied my claim because of "insufficient documentation. I then disputed the charge with Discover Card and was told they would have to receive the reversal from PayPal. On April 6, 2023 I called Real Defense again and was told that a credit was in the works and it would take a total of **** days from when it was confirmed by them to appear. Well, it is way longer than 10 days and I am convinced they never submitted the cancellation..Can you please put some pressure on them to finally submit the Cancellation credit.Thanks for your helpBusiness Response
Date: 05/19/2023
We will make sure this refund as been processed ASAP.Customer Answer
Date: 05/20/2023
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
Date:04/28/2023
Type: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.
April 2022, I purchased a subscription for iolo System Mechanic. May 2022, I received notification from my bank that I was charged $19.95 by ******** for 24/7 live tech support. I contacted iolo support to dispute this charge. I was informed the tech support subscription was activated when the System Mechanic subscription was purchased. I informed iolo that i wanted to cancel all subscriptions with them at that time. Not only the 24/7 tech support subscription, but the System Mechanic subscription as well. I was refunded the $19.95 charge for the tech support subscription. I found that you could not simply access your account online and disable the automatic renewal of these subscriptions. Additionally, you cannot access, change or delete your payment information online. Today 04/13/2023 3:51 AM central time I received two e-mails from iolo Support. Both e-mails had the exact same time stamp. Both e-mails referenced the same Order ID number. Both e-mails showed an activation code that was identical. The e-mail that appeared first showed Account status for iolo: Active and total billed of $79.95. The second e-mail informed me that my subscription for System Mechanic is canceled. These two e-mails were followed by an e-mail from my bank informing me that I had a debit of $79.95 from iolo.com. I contacted iolo support to dispute the charge and to inquire how this happened since the subscription had been canceled. I was informed that in May of 2022 only the tech support subscription was canceled. I reported to the support representative this is not correct and referenced e-mails from May 2022 and the e-mail on 4/13/2023 stating the subscription was canceled. I was told and received and -mail informing me that my $79.95 will be refunded. I requested verification that my account is closed, and my information deleted. Given this is a repeat issue I can't be sure if they will comply. I contacted my bank to ensure no further transactions will be authorized from iolo.com.Business Response
Date: 05/19/2023
We will make sure the customers account has been cancelled as request.Initial Complaint
Date:04/28/2023
Type: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.
You offer extremely bad ***************** There is nowhere to see any contractual arrangements made and nowhere to cancel your services. I purchased the software which was on offer with free tech service for one month. I have now been charged $49.95 for a service I neither wanted or signed up to. I was advised this payment was an autorenewal. I requested to see my contract as there is no facility online to view or cancel - this was met with non compliance. There is no informed consent to continue taking funds. There is no email advising in advance that you intend to take funds. You have therefore - illegally removed money from my account - based purely on a presumption of service user needs ..not consent. Please return my fundsBusiness Response
Date: 05/19/2023
Hello,
We apologize for the poor experience but I will make sure the refund will be processed right away.
Initial Complaint
Date:04/28/2023
Type: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 a retired 85year old guy who does not own a business. I have no idea where this order came from.Business Response
Date: 05/19/2023
Hello!
We will look for and refund ****'s order.
Initial Complaint
Date:04/28/2023
Type: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 was charged $19.95 for "iolo ******** 24/7 Technical Support (1 PC)" that I did not want and had already cancelled. After contacting a very rude customer support agent, they told me they would not issue a refund.The business refused to issue refund, and as so many other complaints have put it, they're not allowing ** to cancel.I want my $19.95 back through Transaction ID: 4T2727049T845505L via PayPal.Business Response
Date: 05/19/2023
we will make sure the customers refund is process and subscription is cancelled.Initial Complaint
Date:04/28/2023
Type: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.
**** tried the system defense software just to find out they will bill you monthly for tech support. I had no knowledge of this automatic charge nor wish for the service. I called iolo to cancel the tech support option. I put a stop payment on the banks end and hopefully won't get billed again for tech support. IBusiness Response
Date: 05/19/2023
We will refund and cancel the subscription for this customer.Customer Answer
Date: 05/20/2023
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
Date:04/27/2023
Type:Status:UnpursuableMore 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 bought "System Mechanic" software and made sure to disable the "Auto Renewal" option. One month later, this company attempted to fraudulently charge my credit card for a completely different service [ $19.99 for "24/7 Live Tech Support" ] and submit it as a AUTO RENEWAL charge hence PayPal refused to act seeing how it looks like a legitimate charge!Ultimately, I had to have my credit card company re-credit the charge to my account and place a BLOCK against this vendor for 15 months! To stop PayPal from attempting to re-charge my credit card, they also issued a new card!This company is clearly taking advantage of a serious flaw PayPal has when processing payments. In case your not aware of this fact, PayPal will automatically configure your account for AUTOMATIC RENEWAL PAYMENTS for online merchants hence this allows this particular company to submit fraudulent "Auto Renewal" charges while seeming to be legitimate hence the reason PayPal refuse's to resolve the issue because it's ultimately their FAULT for allowing it!If you're smart, you will avoid RealDefense LLC and it's software due to fraudulent billing practices. Trust me folks, it's not worth the hassle and this seems to be a fraudulent pattern on their part!Business Response
Date: 07/25/2023
We apologize for the delay and I will have a customer service agent contact ********************!Initial Complaint
Date:04/11/2023
Type: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 Systems Mechanic Thru IOLO the company online purchase. I was only wishing to purchase the 1 year of System Mechanic and they added without my signature or approval another product the 24/7 technical support for $19.99 per month after first month free they start charging you. They did this by covertly adding it to my purchase... It WAS NOT obvious, I would never have purchased this... So I was charged for 3 months of tech support which I did NOT use or want. I am a technical person so there is NO need for that!!!! They will NOT refund my money. I did not catch this until 3 months later. This is a very unscrupulous way to do business. Now that I know they are dealing with there LONG term customers this way (more than 15 years a customer) I will have nothing to do with this company. Please see if we can get them to Pay the balance of what they owe me! I was able to get 1 month refunded. So 2 months of service that I did not use is due me! I was SCAMED Thank you very much!! ***********************Business Response
Date: 08/01/2023
We apologize for the customer's experience and will process a refund asap.Initial Complaint
Date:04/07/2023
Type: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 have used this software for well over 10 years. for maybe the last 1.5 years when you add time to your service then sneak a 24/7 tech support in for "free" that then starts charging you $19.95 a month. They will only refund the last 30 days regardless of you wanting the service. This company is a scam and I will no longer EVER be using their service again. The service is automatically selected whenever you renew or extend service so if you aren't paying attention, you will receive the service even though you don't want it. Consumers BEWARE of this company!Business Response
Date: 04/17/2023
Hello,
We apologize for the customer's experience and we will refund their purchase as well as look into the case.
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