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:03/01/2023
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 bought a subscription to System Mechanic Pro for 1 year, as I usually do. This time apparently there was another service tacked on that is charging me $19.99 monthly for "Live Support". I never purchase nor need Live Support. I find this to be a very deceitful practice and a waste of precious time and money.
Business Response
Date: 07/25/2023
Hello and apologies for the delay. I will have live tech refunded and canceled for the customer and apologies for any inconvenience!
Initial Complaint
Date:02/25/2023
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 made a purchase of the System Mechanic Ultimate. I didnt want nor did intend to purchase 24/7 live. Theyre claiming I bundled the service which is not something I would do. Iolo system mechanic is one mistake I keep coming back to believing in their marketing scams and lies. This is and will be the last time I will ever purchase their Trojan horse. They charged me $19.95 monthly for a service I didnt need, want or even purchased knowingly. I checked 2checkout to get a history of my purchases and nothing I couldnt find any purchase records. I messaged them since no one pick up the phone and they said I bundled which I wouldnt have done or authorized. I am seeking a full $119.70 refund and to make sure System Mechanic ultimate is never renewed. I dislike the pop up ads, the slow scans, the fact my laptop isnt any better and the unbusiness like practices of hiding fees and purchases plus blowing up my laptop and email with ads and spam like marketing.Business Response
Date: 07/25/2023
Hello and apologies for the delay! I have request a refund and cancellation for live tech. Sorry for any inconvenience.Initial Complaint
Date:02/21/2023
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.
On 12/28/2022 I made three orders for software. Order # ******* for $203.42, # ******* for ******, and # ******* for ***** for a total of $508.36. I was told, as is written on their Web Site, that there was a 30 day period that I could ask for a refund. I called on 12/30/2022 and requested a refund. I have the e-mails informing me that the orders were cancelled. I have called several time since then. Told they would e-mail me back in two days with info about what was wrong. No e-mails, no refund. Last time I called ******* and he gave me ticked #****** for the refund request, and told me he would check on it right away. Again, nothing.Business Response
Date: 07/25/2023
Hello and apologies for the delay. We will process your refund ASAP.Initial Complaint
Date:02/20/2023
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.
Today, February 20, 2023, **** auto renewed my subscription for about $80. I had no idea that I accepted or opted for this service and could not find an easy way to turn it off. Since it happened today I would assume any credible business would be more than happy to refund a customer for this. They did not. I contacted support and was told it wasnt their policy to refund an auto renew. They couldnt help me and said I should check my email as they send one 5-7 days before. To opt someone in an auto renew subscription seems like a predatory practice for those who dont check their emails all the time and those who cant possibly remember every detail from every business we work with. I hoped for customer care and received a slap in the face for trusting protection service to care about those they protect.Business Response
Date: 07/25/2023
Hello and apologies for the delay. We will process your refund asap.Initial Complaint
Date:02/14/2023
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 am requesting a refund to my credit card in the amount of $42.54 for two charges for a product I did not order. In November, 2022 **** offered a special renewal price for a 1-year System Mechanic Ultimate Defense subscription for $9.95. I accepted the offer and paid with my credit card.Over one month later, on December 27, 2022, I received an email order receipt for a 1-Year subscription to Iolo LiveTech 24/7 Technical Support (1 PC). I did not order a technical support subscription and never talked to technical support. My credit card, that I used to pay the System Mechanic $9.95 renewal fee, was charged $21.27.Then, on January 27, 2023, I received another email order receipt for, once again, another 1-year technical support subscription of $21.27, which was billed to my credit card. That day, I went to the Iolo website to see why my account was being charged, but there was no way to access your account on their website. There is no way to remove a credit card on-file from Iolo. I then called **** customer support and spoke to a woman about the charges. She said she would cancel the technical support subscription and remove my credit card from their files. On that day, January 27, 2023, I received an email entitled Your Subscription is Cancelled, however, my credit card has not been credited for the 12/27/22 ($21.27) or for the 1/27/23 ($21.27) charges.I am requesting that **** refund the two $21.27 charges for a total of $42.54 followed by removal of my credit card from their system.Business Response
Date: 03/29/2023
Hello ******,
We apologize for the experience you had and we will issue your refund right away!
Customer Answer
Date: 04/01/2023
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.
Sincerely,
***********************Initial Complaint
Date:01/30/2023
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 bought Super Anti Spyware last year. But they did renew and charge my credit card without any notice. I did not want to use them this year.Business Response
Date: 03/13/2023
Hello,
Thanks for writing in. Unfortunately, we wouldn't be able to assist as SuperAntiSpyware is now owned by Real Defense LLC. I have forwarded the issue over to them to assist. Here is the contact info for that team as well.
General SUPERAntiSpyware Support - **********************************
Billing Inquiries Only - ************
Thanks,
Support.com
Business Response
Date: 07/25/2023
Hello and apologies for the delay. We will process your refund ASAP.Initial Complaint
Date:01/28/2023
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.
1/28/2023 was charged for technical assistance for software I do not have or use. Upon examination, I see that my Paypal account has received prior charges that I did not authorize as well.Business Response
Date: 07/25/2023
Hello and apologies for the delay. We will process the customers refund ASAP.Initial Complaint
Date:01/21/2023
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.
Bad Customer service. No where to cancel. No response to my email, No connection when I call and when I try to do the online chat it takes me to FAQ. I purchased the software and t=it had free tech service for one month. I asked ****** to cancel and because they charged me and she said she would do it. Then next month they charged me again. There is no way to cancel, before I could do it in the app. I banned the company from my payment account and banned their emails.. So frustrating and I never had this bad of an experience with any software or other service I purchased.Business Response
Date: 01/31/2023
Business Response /* (1000, 6, 2023/01/29) */ Hello, the refund has been processed. Customer should have gotten a confirmation from our customer support department, thank you. Consumer Response /* (2000, 8, 2023/01/28) */ Refund received on January 28, 2023. Thank you BBB. But I will still not buy from this company again as they have no access to cancel and they do not respond. Really bad customer service.Initial Complaint
Date:01/19/2023
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.
Date of transaction 1/19/2023 Charged $21.15 I always set my auto renewal to off and even received an email from the company saying I wouldn't be charged but was still charged.Business Response
Date: 01/29/2023
Hello, the refund has been processed. Customer should have gotten a confirmation from our customer support department, thank you.Initial Complaint
Date:01/17/2023
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 was billed by this company (Iolo) on Jan 17, 2023 for an additional service I did not order. Previously on Dec.17, 2022 I made an online purchased of a two year subscription ($79.90) to their "System Mechanic" computer maintenance software. A month later I was billed ($19.95) for a 24/7 live tech service I had not requested. Later I found out this was a monthly charge which totals $239.40 a year. When I contacted the company the rep said that when I made the original purchase there was on option to decline this live tech service. I did not see any such option to purchase an additional product.. If it was there it must have been in fine print or otherwise not plain to see as was the $39.95/year cost of the product I was purchasing. Also if an option box was there it should not have been checked by default but the opposite. The rep agreed to cancel the live tech service but not to refund me the $19.95 charge. I asked her why would I buy a product for $39.95/year only to discover a month later I was purchasing an addition product for $239.40/year that far exceeds the price of what I was buying . Furthermore I told her this was not a good way of doing business even though I didn't blame her personally. I feel I should have been refunded the $19.95 and that their business practices were deceptive at best if not actual fraud. In my view I clicked onto an add to purchase a product and was tricked into buying another more expensive product. -The order ID for this transaction was******** - Iolo is the name of the company which is owned by RealDefense, LLC based in Pasadena, CA - The product name is System MechanicBusiness Response
Date: 02/01/2023
Business Response /* (1000, 5, 2023/01/29) */ Hello, the refund has been processed. Customer should have gotten a confirmation from our customer support department, thank you. Consumer Response /* (2000, 7, 2023/01/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received a refund. Thank you.
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