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:03/29/2023
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.
Feb 10 2023 March16 2023 I asked to cancel this account before auto payments went through. I want Feb ***** and March ***** refunded. Part of a chat transcript: Sat 3/18/2023 12:22 PM Chat transcript Name: *********************** E-mail: xxxx ******************* Sat, 03/18/23 12:01:13 pm *******/******* Hello. How may I help you? *********************** 12:01:26 pm have tried twice to speak to someone in your office concerning cancellation of *********** services. I tried canceling on February 10, you would not cancel. I called on Feb 17th you would not cancel but said a technician would call me, you would create a ticket, and after making sure my computer was ok I could cancel the service or get 60 days free. I stated I just wanted the service cancelled. Your rep responded that we had to go through the process first. No one ever called me and my service was not cancelled as requested. I called to cancel on March 1, again explaining the problem No one would help us, cancel or refund. ******************* 12:01:35 pm Hi! Thank you for reaching *************. My name is ****. I'll be more than happy to assist you today! NO one ever helped. I told them that I would report them to authorities, they terminated the call. I called in and asked for their legal department number, they gave me the number to tech support. They refused to help me or refund me in any way. Service did not work as promised and I didnt want to keep it after having it. I was promised that I could cancel if I was not satisfied before money came out from trial period over. They lied. I WANT REFUND
Business Response
Date: 03/29/2023
We apologize for the inconvenience! I will have your refund processed right away.Customer Answer
Date: 04/28/2023
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:03/28/2023
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.
I paid online. Instead of automatic activation code, you get a number to call to activate it. I called , I got some random numbers which was not an activation code I called again .... now the guy at the other end requested permission for remote access to my computer, which I declined Then he promised to escalate it. Next, I get a code which was the code of my last purchase two years ago. Then apologies,and promise to escalate. I call again , another code , which turned out is the same one I got from the prior employee. Then, he requested remote access, again I declined. Next , he escalated to the tech team . Someone there was full of apologies, again could not fix things and was going to refer me to IT support. I gave up. Finally, I got a 400 dollar bill on my next phone bill as the number they gave me to call was not a toll free number. So ended up paying ***** for an anti-virus software for which I never got an activation code and paid 400 dollars to my telephone company chasing down Real Defense companyBusiness Response
Date: 08/04/2023
I have forward the customers complaint to our call center for investigation.Customer Answer
Date: 08/07/2023
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:03/28/2023
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.
Transaction date 02/26/2023 online and phone call **************.I paid for software, but to activate the software I had to call the number.The salesperson said there was a subscription fee. Online website had no mention of additional fees. The salesperson tried to sell the subscription in different variations and would not allow me to reject their offer or cancel the software due to bait and switch. I removed the software for it was mandatory to have internet access.Calling their support number, ************ had me select an account management located in ****. All that did was automated sales pitch for over 10 minutes. I hung up after 10 minutesBusiness Response
Date: 04/14/2023
***************
*********************************************************************
4/14/23
Complaint ID: ********
**************************
Dear ************,
Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication.We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records indicate that on February 6, 2023, you purchased a license for our System Mechanic Ultimate Defense; this purchase included a 30-day free trial of our ******** 24/7 Technical Support, which would renew at the regular monthly price at the end of the trial period unless cancelled.
We regret to learn that you encountered any difficulty in calling us, as the number provided in your complaint narrative has been tested without issue.
A refund of $19.95 was issued for your ******** charge on March 27, 2023, at which time your subscription was also inactivated.
Your account is closed, and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at **************.????
Sincerely,??
****************??
Contact Center Operations?DirectorCustomer Answer
Date: 04/27/2023
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:03/24/2023
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 buying yearly software subscription from Iolo. Wasn't very satisfied and decided to let it expire. Received email informing me of renewal charges of $****. I called company and cancelled service. Approximately 3 weeks later received.credit card statement showing **** charge. I called and was told service was cancelled but this is separate charge from purchase made on website. (which I didn't make). She said since this was made on website she was unable to cancel charge and if I didn't make the purchase, someone must have hacked my account which I find ridiculous. I have contacted credit card company and am disputing this charge. I think these people are scammers. Thank you.Business Response
Date: 04/14/2023
*********************
106 ***********
*****************, ** 64834
4/12/23
Complaint ID: ********
**********************
Dear **************,
Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records indicate that on February 25, 2023, your license for our System Mechanic Ultimate Defense was renewed as scheduled, at a total cost of $8.98.
We regret to learn that our service did not meet your expectations.
In an effort to fully resolve the matter, a full refund for your System Mechanic Ultimate Defense renewal on 2/25 has been issued, in the amount of $8.98. Please allow 3 to 5 business days for credits to post.?
Your account remains closed, and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at **************.????
Sincerely,??
****************??
Contact Center Operations?DirectorInitial Complaint
Date:03/22/2023
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.
RE: Iolo System Mechanic Ultimate Defense Renewal 1-17-2022 Renew 1 year, Ver. 22.5.2.145 expired 2-8-2023 1-17-2023 Renew 1 year Should expire 2-8-**** $31.98 Charged for a renewal that never worked. Re-Activate result no response 3-6-2023 Help 1 986-624-892, USTECH Support ********* refund for the 1-17-2023 renewal - past the 30-day purchase date.**** offered upgrade with Live Tech support (did not want Live Tech).Then, **** offered a free upgrade* - I assumed for the $31.98 renewal fee.**** Remote Assistant checks. RE-ACTIVATE showed System Mechanic AND Live Tech. Total cost $283.39. - not a free upgrade - it is an unethical rip-off. I did not do RE-ACTIVATE.3-9-2023 Help 2 This **** said, The 1-17-2023 renewal should have worked automatically, and the record shows a 2014 expiration date. Phone disconnected setting up remote assistance. The **** did not call back.Later: rebooted, started System Mechanic, RE-ACTIVATE error - Could not import because an end of file was encountered.After a few OKs, it updated to System Mechanic23, v. 23.1.0.7. Clicked RE-ACTIVATE result - no response.3-10-2023 Help 3 **** said IOLO was having problems. While setting up remote assistance , the **** had to attend to something else (kids noise). He said he would call back, but never did.Used this software for years. No problems until now. If Iolo would have properly processed the 1-17-2023 renewal, none of this mess would have occurred. No refund after 30 days would not have occurred. Obviously, Iolo does not intend to fix the problem even though the second **** said their record showed a **** expiration date. I want a full refund for the 1-17-2023 ($31.98) renewal. Also, not fixing a problem appears to be an unethical way to push sales of Live Tech. see Help 1. I checked a few Consumer Complaint Sites - similar unethical and/or possibly illegal practices.Business Response
Date: 04/12/2023
*************************
PO Box 31
**************** 47564
4/11/23
Complaint ID: ********
********************
Dear ****************,
Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records indicate that on January 17, 2023, your license for our System Mechanic Ultimate Defense was renewed as scheduled, at a total cost of $31.98.
We appreciate the feedback youve provided about your experience when calling us,and regret to learn that our service did not meet your expectations. We apologize for any frustration which resulted.
In an effort to fully resolve this matter, a full refund for your System Mechanic Ultimate Defense renewal has been issued, in the amount of $31.98. Please allow 3 to 5 business days for credits to post.?
Your account remains closed, and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at *************.????
Sincerely,??
****************??
Contact Center Operations?DirectorInitial Complaint
Date:03/13/2023
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 been a customer of ********************** System Mechanic for many years. On 11/15/2022 I renewed my subscription. My invoice shows the renewal charge and a charge of $0.00 for Iolo Live Tech 24/7 support. I did not want the support.. In December they charged me for support. I called and they said that they would cancel the support. Today(3/13/2015) I received an email that I would be charged for technical support. I called and told them that this issue was resolved in December. I do not want technical support. They continued to try and sell me support. They implied that I could not cancel support. He seemed to be reading a prepared script and I was not suppose to interrupt him. So much for a conversation. I said that if that was the case they could cancel my subscription. He immediately cancelled my subscription and told me that it was paid until some date in January ****. I was told that I no longer have access to the software and there will be no refund of the 10 months that remained on my 12 month subscription. This appears to be a total scam as I noticed other complaints on your site saying the same thing. I do not know what has happened to this company as it use to be an honest business. Now it is a completely untrustworthy organization.Business Response
Date: 08/01/2023
Hello, we apologize for the experience ************* had with our call center and I will have them refund his order asap.Initial Complaint
Date:03/10/2023
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 paid for the System Mechanic Ultimate Defense for the last 4 years and counting. All of a sudden I started noticing $19.95 a month being withdrawn from my bank account for ********************** Support Maintenance. When I called the company all I get is the run around with them saying "we will stop payment." I never use online support. They are using this hidden fee to make money, and not disclosing it with their customers.Business Response
Date: 08/01/2023
Hello, we apologize for the customer's experience and will issue a refund ASAP.Initial Complaint
Date:03/09/2023
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 2/5/23 I answered an offer from Iolo System Mechanic for 60% off to add time to my current subscription as I've done many, many times over the years. I used a credit card and received a 2 confirmations of my order, one for support only and the other the Order detailing the charge with 60% discount my card was being charged. It also listed Iolo LiveTech 24/7 Technical Support (1 PC) at no charge. This item was not included in the original offer I accepted, nor did it come with any explanation. It was free and some sales gimmick and I didn't think more of it. On 3/5/23 I was charged $19.95 for a subscription renewal of the LiveTech 24/7 Technical Support (1PC) which I never agreed to. It was crammed to my regular Iolo System Mechanic renewal without any explanation...it was an unexplained line item on the receipt. I will admit I never saw the renewal reminder sent to my email on 3/3/23 saying $19.95 was going to be charged to my credit card. Only saw this in Iolo email folder after the charge. Still they had no right to do this. I never purchased or agreed to this offer. I did not authorize this charge to my credit card. This is fraud. I contacted Iolo customer support by email on 3/5/23 and received no action on my refund request.Business Response
Date: 08/01/2023
We apologize for the customer's experience and will look into a refund ASAP.Customer Answer
Date: 08/01/2023
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.They have already responded and refunded the requested amount. I am completely satisfied with the outcome. There is no
further actions necessary
Sincerely,
***********************Initial Complaint
Date:03/08/2023
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.
After a number of popup ads from Iolo Corporation for their product System Mechanic Ultimate Defense for $23.98 I paid this amount on 1/30/23 to Iolo, reference number ****. On Friday morning, 3/3/23 I noticed an item from Iolo Corporation for $19.95 was being processed on my credit card. I went to the IOLO cite looking to access my account and found that there was no access to do that but had to use Live Chat. There I requested to know what the charge was for and was told it was part of my payment for a tech service that was attached to my extension of time for a year for an additional $239. I informed agent that I had not ordered this service, did not use it nor did I intend to. I was told that that service would be cancelled and I would receive an email detailing cancellation that was never sent. Later that morning I telephoned company to affirm that this service would be cancelled and the $19.95 charge would be refunded - neither an email or refund has occurred. The pop up ad from Iolo never clearly indicated this additional charge. As several other people have recently lodged same complaint, this to me was intentionally done as a bait and switch operation to catch the unwary. It may well be targeted at seniors as I am 81 myself, but do watch daily what is being posted to my credit cards.Business Response
Date: 08/01/2023
We apologize for the customers experience and will have our call center issue a refund ASAP.Initial Complaint
Date:03/01/2023
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 requested that system mechanic auto renewal be removed spoke to representative *********************** via chat communication two weeks prior to 3/1/23 they took *****. He said that he stopped live something for ***** but I didnt ask to have system mechanic stop auto renewal. Told him this was for a work pc and I could no longer have the software on my computer at the time when I did the cancelation.Business Response
Date: 07/25/2023
Hello and apologies for the delay. We will process the refund and cancellation for the customer ASAP and are sorry for any inconvenience.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.