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:03/01/2025
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.
MYCLEAN PC REFUSES TO CANCEL MY PLAN AND REFUND MY FEE AFTER DAMAGING MY COMPUTER
Business Response
Date: 03/07/2025
****** ******
***********************************************************************************
Date: 3/7/25
Complaint ID: ********
E-mail: **************************************;****************************
Dear Mr. ******************** 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 we responded to your previous BBB complaint #******** on August 29, 2025, regarding your July 15, 2024, purchase of a 1-year license for MyCleanPC Software which included a one-month free trial of our ************************************************ which would auto-renew monthly at the regular price unless you contact customer service to cancel prior to the renewal date. Both of these subscriptions were cancelled August 15, 2024, per your request and refunds issued.
On February 16, 2025, our records reflect that you again purchased a 1-year license for MyCleanPC Software at a promotionally discounted total cost of $19.99(plus $1.60 Sales Tax). This offer also included a one-month free trial of our ************************************************. Per the terms of purchase, these subscriptions would automatically renew if not cancelled prior to the scheduled renewal date.
On March 1, 2025, we received your request to cancel the subscriptions. Both the MyCleanPC Software and the LiveTech24/7 Support were cancelled.A refund of $21.59 was issued at this time. There are no additional refunds due. Your account remains inactive.
Please contact **************** toll free at?************** if you have additional questions.?
Sincerely,??
****** *.?
Contact Center Operations?DirectorCustomer Answer
Date: 03/12/2025
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:02/28/2025
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.
Even after I canceled my subscription and received confirmation, the company continued charging me. I contacted customer support, and they claimed I only canceled part of the subscription.Business Response
Date: 03/07/2025
******* ******
**********************
**********, MA 01945
Date: 3/7/25
Complaint ***********
E-mail: ********************
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 reflect that you purchased iolo System Mechanic Standard 1 Year Software License for a promotionally discounted price of $24.95 (plus $1.56 sales tax) on March 17, 2024, which would auto renew annually for the regular price unless you contact customer service before the renewal date to cancel. This purchase included a 30-day free trial of LiveTech 24/7 ************************** which would also auto-renew at the regular monthly price of $19.95 (plus any applicable taxes) at the end of the trial period unless cancelled. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart before any personal information is entered. These terms are also included in your order confirmation email. We regret if you found the offer unclear in any way.
Your LiveTech 24/7 ************************* subscription was renewed monthly as scheduled for $19.95 until June *******, when it was cancelled per your request. At that time your System Mechanic Ultimate Defense 1 Year Software License remained active.
On February 10, 2025, the System Mechanic Standard was renewed as scheduled for the regular price of $54.95 (plus $3.43 sales tax).
Per your request, on February 24, 2025,your System Mechanic Standard subscription was cancelled. As an exception to the terms of your purchase which state that monthly and annual subscription fees are not refundable, a refund of $58.38 was issued at that time.
Your System Mechanic Standard and LiveTech24/7 Technical Support subscriptions remain cancelled.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:02/06/2025
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 January 2, 2025 I purchased a software program from this company. Due to internet issues at my home, it was never downloaded so I was never able to use it. On January 23, 2025 I called the company to cancel and refund me the amount that I paid for the program that was not downloaded. To date, i did not receive a refund then upon reviewing my checking account transaction today, I noticed I was debited #**.95 from Iolo for something I wasn't aware of. I called right away to inquire about the charges and was told that the charges were not refundable. I asked to speak with a Supervisor but was not given the opportunity to be connected with a Supervisor. I did not authorize the 2nd charge of $**.95 and I requested a cancelation and refund in time frame that was alotted to request for it.Business Response
Date: 02/18/2025
****** ******
***********************
P.O. Box 331
*********************
Date: 2/18/2025
Complaint ID: ********
E-mail: ********************************
Dear Ms. *******
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 reflect that on January 3, 2025, you purchased a special discounted promotional offer for our iolo System Mechanic Ultimate Defense 1-year license for $36.16. This offer also included a free one-month trial of iolo LiveTech 24/7 ************************* which would automatically renew monthly at the regular price of $19.95 if not cancelled prior to the renewal date.
We regret to learn of the issues you encountered when attempting to install System Mechanic Ultimate Defense. Our records reflect that you contact customer service on January 24, 2025. A ticket for a callback from a technician was submitted to assist with installing the software. After several attempts and voicemail messages a technician was able to speak with you on January 25th. The call ended with the download still in process. You stated that your internet connection was very slow, and you would call back if download was not successful. Per the call review there was no mention of cancellation at this time.
On February 5, 2025, your iolo LiveTech 24/7 Technical Support was renewed as scheduled for the regular price of $19.95.
Also,on February 5th, we received your call regarding the charge. Future auto renewals were cancelled for both LiveTech 24/7 Technical Support and System Mechanic Ultimate Defense per your request. As a goodwill gesture at the time and in exception to the terms of your purchase which state that monthly and annual subscription fees are not refundable, a refund of $19.95 was issued. The 30-day MBG for your System Mechanic Ultimate Defense purchase had expired at this time so a refund was not offered. The request for a refund was forwarded to a supervisor for review.
While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. A refund of $36.16 has been issued for your System Mechanic Ultimate Defense purchase. Please allow 3-5 days for the funds to post to your account.
Your System Mechanic Ultimate Defense and LiveTech 24/7 Technical Support subscription remains cancelled, nothing further will be billed.
If you need further assistance, please contact **************** toll free at?**************.
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 02/25/2025
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:02/03/2025
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: 1-16-25 Purchased software that claimed to improve system performance and separately a vpn service.Cost of system performance software $90.26 Cost of *********** $10.57 Purchase came with a 30 day money back guarantee if dissatisfied. Software ended up changing system settings and made computer unusable particularly with collaborations software and scanner/printer applications.Called the company and explained situation and that I wanted the software removed and my money back as guaranteed.Talked with several individuals who refused to honor guarantee and kept sending me to tech support. Finally talked with one person who said I need to discuss with accounting department but claimed they did not have the ability to connect me. After several more attempts failed to get through, I uninstalled the software and hired another professional to scrub it from my computer to get the computer running like it was pre their software. I just want them to honor the money back guarentee and refund the total ofBusiness Response
Date: 02/06/2025
****** *********
17 ***** Rd
*********, MA 01523
Date: 2/5/25
Complaint ***********
E-mail: *********************************
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. We regret to learn of the issues you encountered when you installed the software.
Our records reflect that on January 15, 2025, you purchased an ioloVPN monthly subscription for 5 devices for $9.95 (plus $0.62 sales tax) and an iolo System Mechanic Ultimate Defense 1-year license for $84.95 (plus $5.31 sales tax).
On January 20, 2025, we received your calls regarding the issues you encountered. A callback was submitted for a technician to contact you to assist. Also, the automatic renewals for both the ioloVPN and System Mechanic Ultimate Defense were cancelled per your request.
On January 20th, a technician contacted you to address your concerns. You stated that you has contacted someone else for assistance. When you ask about a refund you were provided contact information for the billing department so the request could be processed, since our technicians do not transfer calls to other departments.
On January 27, 2025, a refund of $90.26 and $10.57 were issued for both purchases per the 30-day money back guarantee.
Your account remains closed, and nothing further will be billed. If you need further assistance, please contact **************** toll free at ************.
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 02/19/2025
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:01/31/2025
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 subscribed to a product by IOLO on 2/23/24 for about $20, it was a PC utility to speed up/clean the *** I started having several issues with my PC shortly thereafter, and deleted the program. It was not clear at all when I purchased this product that it would auto-renew, let alone 35 days before the product was even up for renewal, at 3 times the price. I don't doubt they buried that somewhere, but it was not clear. Today I found a ***** charge on my CC. There was an email in my spam folder saying they were charging me for autorenewal. I immediately contacted the company since the charge was still pending on my credit card. They would not refund me. They provide no way of actually cancelling on their website, you must call or chat with customer service to stop autorenewal, which is predatory (as evidenced by the **** new "click to cancel" rule trying to stop this behavior). Regardless, I HOPEFULLY have stopped autorenewal in the future, but they will not refund me for a product I do not want and do not intend to use for the next year. I'm sure they legally can do this, I'm sure they bury the autorenwal langauge in the fine print when you purchase to cover themselves legally, but this business is predatory on the american consumer, their practices regarding cancellation, refunding, and making it difficult to even cancel is poor practice.Business Response
Date: 02/06/2025
******* *******
************************************************************
Date 2/5/2025
Complaint ID: ********
E-mail: *****************************
Dear Mr. ********
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.
You are correct that the *** published a new rule (Negative Option Rule) regarding cancelation options for subscription services. The rule was published in the Federal Register on November 15, 2024, and any regulated business needs to be in compliance within 180 days after publication. We are currently reviewing our polices and systems to determine any changes needed related to this new ruling.
Our records reflect that on February 23, 2024, you purchased a promotionally discounted offer of iolo System Mechanic Standard 1-year license for a total cost of $14.98 (plus $0.90 sales tax) with annual automatic renewal at the regular price (plus any applicable sales tax); this purchase included a 30-day free trial of our iolo LiveTech 24/7 ************************** which would auto-renew at the regular monthly price of $19.95 at the end of the trial period unless you cancelled the service prior to the renewal date.
We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic Standard software. Information regarding the terms of any offer (including auto renewal) is clearly stated in the online shopping cart prior to any personal information being entered and before the order is finalized. More specifically the offer you purchased stated: Your System Mechanic Standard will automatically renew yearly at the annual price of $49.95 or the then-current price. If you do not cancel LiveTech Technical Support before the end of the first free month, it will automatically renew at the monthly price of $19.95 or the then-current price. Your credit card will be charged for the subscription on the renewal date for monthly subscriptions and up to 35 days prior to the renewal date for annual subscriptions. If you wish to avoid any of these initial or recurring charges, you may cancel your subscriptions at any time prior to the applicable renewal date by calling us at ***************** or via online chat, email or contact form.
RealDefense may offer other products and services when you call us. By placing this order, you agree to the Terms and Conditions. By submitting your order, you agreed to the terms and conditions of the purchase and provided your authorization of future charges associated with automatic renewals of the service/software purchased. These terms are also included in your order confirmation email. We regret if you found the offer unclear in any way.
Since we received no request to cancel, your LiveTech 24/7 ************************* renewed monthly as scheduled until December 23, 2024.
As you stated, a reminder of the upcoming auto renewal was emailed to you. On January 19, 2025, the iolo System Mechanic Standard license was renewed for $58.25.
Also, on January 19th per your request both the LiveTech 24/7 ************************* and System Mechanic Standard were cancelled. No refund was offered because the terms of purchase state monthly and annual subscription fees are not refundable.
While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As a gesture of goodwill and in exception to the terms of your purchase a refund of $58.25 for the System Mechanic Standard renewal fee has been issued. Please allow 3 -5 business days for the funds to post.
Your LiveTech 24/7 Technical Support and System Mechanic Standard remain canceled with no future renewal scheduled.
If you need further assistance, please contact US ***************************** toll free at ************.
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 02/18/2025
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:01/31/2025
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 the 17th of January, I noticed a renewal charge on my checking account for $90.05 from ******. This turned out to be a renewal charge for a System Mechanic Software subscription that I have installed on my computer. Unfortunately, this charge was made 35 days in advance of the expiration of my original subscription and at a much higher rate! In calling ***************** I was informed there was absolutely no way to refund my money. The new license had been initiated and could not be rescinded. I find it difficult to believe that a software subscription cannot be rescinded and that a renewal must be initiated 35 days in advance of an expiration date! I was informed that I had been notified, via email, of this upcoming renewal and, after some searching, I found the unread email. This is a very ineffective way of communicating time sensitive information. The company can say they fulfilled their obligation by informing me yet knowing full well that such information can be easily lost or ignored in an email! I also found several emails highlighting the opportunity to renew at a lower price (i.e. $31.98) but, because I did not answer the original email, I was automatically renewed at the exorbitant price of $90.05 amount, 3 times the original discount amount!I simply feel financially used is this entire process. The company is charging for a new renewal subscription 35 days ahead of my expiration date; it charges me while I am still utilizing my original subscription; and, as such, is essentially collecting money for two subscriptions!! I feel this company does not have the best interest of its customers in mind and is using this financial ploy in a rather shady way. I am looking for a complete refund of my renewal fee of $90.05, especially since I am still under the original discount subscription till the 20th of February, 2025! Thank you for your time and patience in helping me address this issue.Respectfully,***** C. ***** *****************Business Response
Date: 02/06/2025
***** *****
********************************************************
Date: 1/31/2025
Complaint ID: ********
E-mail: ************************** ; *************************
Dear Mr. ******************* 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 reflect that you purchased a 1-year license for ********************** System Mechanic Ultimate Defense, for a total cost of $23.98 with annual automatic renewal at the regular price of $84.95; this purchase included a 30-day free trial of our iolo LiveTech 24/7 Technical Support, which would auto-renew at the regular monthly price of $19.95 at the end of the trial period unless cancelled.
We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic software. The majority of the System Mechanic software offers renew yearly if not cancelled prior to the renewal date. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart prior to any personal information being entered. More specifically the offer you purchased states Your System Mechanic Ultimate Defense will automatically renew yearly at the annual price of $84.95 or the then-current price. If you do not cancel ******** Technical Support before the end of the first free month,it will automatically renew at the monthly price of $19.95 or the then-current price. Your credit card will be charged for the subscription on the renewal date for monthly subscriptions and up to 35 days prior to the renewal date for annual subscriptions. If you wish to avoid any of these initial or recurring charges, you may cancel your subscriptions at any time prior to the applicable renewal date by calling us at ***************** or via online chat, email or contact form. RealDefense may offer other products and services when you call us. These terms are also included in your order confirmation email. We regret if you found the offer unclear in any way.
On August 16, 2025, your iolo LiveTech 24/7 Technical Support subscription was cancelled per your request after two months of automatic renewal. As an exception to our advertised policy, which states that monthly and annual subscription fees are not refundable, a refund for the August fee of $19.95 was issued. Your System Mechanic Ultimate Defense remained active.
As you stated in your complaint, email reminders of an upcoming annual renewal are sent to existing customers as well as offers for special promotions; at times these may include a discounted renewal offer for a previous purchase as well as different services or products.
Your System Mechanic Ultimate Defense was automatically renewed on January 16, 2025, for a total cost of $90.05 (including $5.10 sales tax). Also, on January 16th future automatic renewals were cancelled per your request.
We would like to apologize for any inconvenience that may have resulted when this renewal billing occurred a month before the expected renewal on February 20, 2025.
While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As an exception, a refund of $90.05 has been issued. Please allow 3-5 business days for the funds to post.
Your account remains inactive. Nothing further will be billed unless you choose to purchase a product or service in the future. If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 02/18/2025
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. I appreciate your time and effort in helping resolve this situation.
Sincerely,
***** *****Initial Complaint
Date:01/10/2025
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.
System Mechanic messed my PC. I even tried to change settings to prevent it from messing it up more BUT THE WINDOWS ARE UNUSABLE BECAUSE MOST OF THEM OVERWRITE THE FIXED SIZE THAT THEY ****** ADD INSULT TO INJURY, THE LINK TO AN "ONLINE SUPPORT FORM" IS NOTHING BUT ADVERTISEMENTS TRYING TO GET ME TO UPGRADE, WITH FLUFF AND GARBAGE ABOUT "HOW GREAT iolo PRODUCTS AND SERVICES ARE" (sic). NOT A SINGLE LINK TO A "SUPPORT FORM" (SEE "System Mechanic Problem.pdf)ADDITIONALLY, THE ONLY LINK TO TALK TO SOMEONE CHARGES AN EXCESSIVE FEE! THE ***** ADDRESS ADDRESS ON THEIR WEBSITE: **************************************************************** BOUNCES!So iolo software screws up people's computers, then they have the AUDACITY to charge for service? THEY ARE MISERABLE SCAMMERS. I SHOULD HAVE READ THE ONLINE COMPLAINTS BEFORE WASTING MY MONEY ON THIS GARBAGE SOFTWARE!While trying to find a solution to the problems that their software cause I FOUND A MASSIVE NUMBER OF SIMILAR COMPLAINTS!I WANT MY MONEY REFUNDED, AND FOR THEM TO CANCEL ANY "SUBSCRIPTIONS". I also demand that they pay for a COMPETENT technical service to repair the damage to my PC! I WILL NOT ALLOW THEIR SO-CALLED "TECHNICIANS" (sic) TOUCH MY COMPUTER!Business Response
Date: 01/15/2025
**** ******
*****************
****************
Date: 1/14/25
Complaint ***********
E-mail: *******************************
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 reflect that on December 22, 2022, you purchased a special discounted promotional offer for our iolo System Mechanic Standard 1-year license for $16.48. This offer also included a free one-month trial of iolo LiveTech 24/7 Technical Support which would automatically renew within one month if not cancelled prior to the renewal date.
We regret to learn of the issues you encountered when attempting to install System Mechanic Standard and contact us for technical support. A contact number was provided with you initial order confirmation email (which you included with this complaint) to call for assistance, but our records do not reflect any calls received from the number provided with your initial order (and this complaint). We apologize for any confusion when you encounter the information regarding our other services while searching for a support form. Your initial purchase included the one- month trial of LiveTech support so a technician was available to you at no additional cost.
Your iolo System Mechanic Standard license and the LiveTech 24/7 Technical Support subscription were both cancelled on January 1, 2025, per your request. A refund of $18.18 has been issued. Please allow 5 7 business days for the funds to post to credit card.
As we strive to provide only the highest quality products and service, we regret to learn your experience with us did not meet that expectation. Rest assured, your subscriptions have been cancelled and there will be no future charges.
If you need further assistance, please contact **************** toll free at?**************.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:01/10/2025
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 10/24/2024 IOLO charged my ****** account $79.95 for *********** Payment with no advanced notice to cancel if I didnt want another year software. A year ago (11/28/2023) my previously Payment for IOLO software was on for $11.98 for one more year which should have taken me until 11/28/2024 thus was charged one month early, with even less opportunity to cancel. The additional year of service increased by $67.97 was for services I no longer needed. For most of 2023 after last years renewal, I expunged all IOLO software apps from my computers because I no longer needed or wanted their services then or in the future.With the unanticipated $67.97 in cost increase, I asked ****** to contest the IOLO $79.95 charge. ****** instructed me to contact IOLO, which I did. But after several tries, the IOLO agent told me that IOLO company policy not to refund services even if not used, but contact ****** for a refund. I tried to contact ****** for a refund, but this process took so long that ****** had closed the case.I went back to IOLO tech support to resolve this issue and on Oct 29 **** ****** (USTechSupport) replied:The refund for the amount of $79.95 has been processed Please allow 7-10 business days for the funds to be reflected in your account, as processing may vary depending on your financial institution's policies.I waited 10 business days without the refund.On 11/12/2024, I sent the following email to: "Support" <**********************************************************************>It's been 10 business day and I haven't received my refund of $79.95. Earlier I cancelled your autopay ******. In doing so I discovered you do not have access to refund to this account. Today I signed up for a ***** account and I believe if you have a Venmo account you can transfer the refund to me through this service via my email address (which you have), my phone number (xxx-xxx-3630) or my Venmo username: xxxxxxxx. If this doesn't work, is there another method to refund my $79.95? Still no refundBusiness Response
Date: 01/15/2025
***** *******
*******************************************************************
Date: 1/14/25
Complaint ID: ********
E-mail: ***************************
Dear Mr. ********************* 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 reflect that on November 28, 2023, you purchased a special discounted promotional offer for our iolo System Mechanic Ultimate Defense 1-year license for $11.98, which would auto renew at the regular price of $79.95 unless cancelled prior to the renewal date.
Your iolo System Mechanic Ultimate Defense renewed on October 24, 2024. We regret to learn that you did not receive the normal email notification prior to the renewal date.
When you contacted customer service your subscription was cancelled, and you were informed that the terms of your purchase state that monthly and annual renewal fees are not refundable. An exception was made when you were advised that a refund would be issued. Our records indicate that ****** reversed the payment on October 28th which we did not contest letting it stand as a refund. Please contact ****** to confirm the decision regarding your dispute of this charge. You should see a credit for the $79.95 but it may not be noted as a refund from iolo but rather a ****** credit depending on your financial institutions policy. When we are unable to issue a refund to the initial payment method used the refund is issued via a check.
If you need further assistance, please contact **************** toll free at?**************.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:01/07/2025
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.
24 Dec 2024 charged my credit card without my permissionBusiness Response
Date: 01/15/2025
*** ******
**************************************************************************************
Date: 1/14/2025
Complaint ID: ********
E-mail: **************************
Dear Mr. ******************** 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 reflect that on November 28, 2023, you purchased a special discounted promotional offer for our iolo System Mechanic Ultimate Defense 1-year license for $9.95, which would auto renew annually at the regular price of $79.95 unless cancelled prior to the renewal date. This offer included a one-month promotional free trial of our LiveTech 24/7 ************************** which would renew monthly if not cancelled prior to the renewal date. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart prior to any personal information being entered. These terms are also included in your order confirmation email.
On December 28, 2023, another purchase for the promotional offer of iolo System Mechanic Ultimate Defense 1-year license for $9.95 was placed. This also included the
one-month free trial of our LiveTech 24/7 ************************** with monthly auto renewal unless cancelled prior to the renewal date. This resulted in two active subscriptions for the LiveTech Support running concurrently, both renewing monthly as scheduled until May 28, 2024.
On May *******, our records reflect that you purchased a GetMyDrivers Software 1 Year License special offer for $19.95 which also included a free one-month trial of ***************************** which would renew after the first month for $19.95 if not cancelled prior to the renewal date.
On June *******, your GetMyDrivers LiveTech subscription auto renewed for $19.95 as scheduled. Also, on June 10th this subscription as well as the two iolo LiveTech 24/7 subscriptions were cancelled per your request. Your iolo System Mechanic Ultimate Defense and GetMyDrivers Software remained active.
Your iolo System Mechanic Ultimate Defense was automatically renewed as scheduled on October 24, 2024, for the regular price of $79.95 per the terms of the purchase.
Our records do not reflect any additional transactions posted to your account since October 24th.
On January 3, 2025, your iolo System Mechanic Ultimate Defense was cancelled per your request. No refund was issued as the terms of your purchase stated that monthly and annual subscription fees are not refundable.
iolo System Mechanic Ultimate Defense and ******** subscriptions remain cancelled. But ************ Software is still active and scheduled to renew May 10, 2025, if not cancelled before that date.
If you need further assistance, please contact **************** toll free at?**************.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:01/06/2025
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 renewed system mechanic ultimate defense on 12/31 and got locked out of my computer with error code 0xc000006d within ************************************************************************************************************************************* like to remove your program and have my computer up and running again.Business Response
Date: 01/11/2025
***** *******
*********************************************
*****************
Date: 1/7/25
Complaint ***********
E-mail: ********************************************
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 reflect that you purchased a special promotional offer on December 31, 2024, for iolo System Mechanic Ultimate Defense 1 Year License for $14.95. This offer also included a free one-month trial of iolo LiveTech 24/7 Technical Support which would renew monthly if not cancelled prior to the renewal date.
Also on December 31st, we received your call requesting that the LiveTech 24/7 Service be cancelled. The cancelation was processed stopping the auto renewal scheduled for January. Later that same day, we received your call informing us that you had downloaded the System Mechanic Ultimate Defense software an hour or two prior; had encountered an error code and were now locked out of your computer. A review of this call reflects some miscommunication regarding the ****************. The customer service representative provided information that your initial purchase included the **************** which would renew in January. It appears that he was unaware at that time that the service had been cancelled shortly after your purchase. An offer to submit a ticket for a technician to contact you to assist with your system error was declined. The System Mechanic Ultimate Defense was cancelled. We regret any frustration this may have caused.
On January ******, a refund of $15.94 was issued per your request as the System Mechanic Ultimate Defense software purchase was still within the 30-day MBG. We understand per this call that you sought a different source for assistance to resolve your computer issue.
Both the System Mechanic Ultimate Defense and LiveTech 24/7 Technical Support remain cancelled. If you need further assistance, please contact **************** toll free at?**************.
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 01/15/2025
my computer locked up after downloading system mechanic on *** and the vendor offered to sell me tech help to fix the issue. Im glad all resolved thru my Best Buy geek squad membership and I got a refund from the vendor. Good riddance!
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