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:12/17/2024
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 December 17, 2024 I received an email from iolo Support which is owned by RealDefense. The email subject line read - iolo System Mechanic Standard 1-year. The message informed me that I had been billed via my credit card the amount of $******** last payment to iolo was in December of 2022 at which time at which time the charge included an addition product I was not seeking to purchase. Their explanation was that I had failed to check an opt out box on their online order page indicating that I did not want the additional product. My response was that there should have only been an opt in box and that this practice was shady. They agent said that a refund was not possible but she could offer to extend my subscription from one year to two years. I reluctantly agreed and asked to be removed from auto renewal going forward. Now to the present situation. According to iolo I should have received an email prior to the Dec. 2024 end of my subscription advising me of rate changes and allowing me to cancel prior to any additional charges. I never received that email. On top of that I was forced to change my credit card number recently due to fraudulent activity a few months ago so I figured any charges iolo attempted would not go through. To my surprise iolo somehow obtained my new card number and was able to charge my account the $54.95 mentioned above. This is truly unsettling as I never updated my credit card with them. HOW WERE THEY ABLE TO OBTAIN MY NEW CREDIT CARD NUMBER? The support agent could not answer this question but agreed to a refund and cancellation. His message read: "Your refund will be applied to your credit or debit card. Your banking institution may take up to two billing cycles to post the credit to your account. Please call us if you do not see the credit to your account within 30 days." I will see if the refund every comes but still the fact that they were able to get my new card# is frightening and warrented bringing to your attention. ***
Business Response
Date: 12/23/2024
******* ****
*********** ** 20018
Date: 12/19/2024
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.
Our records reflect that you initially purchased a discounted promotional offer of System Mechanic Standard December 17, 2022, for $39.95 which would auto renew in one year for the regular price of $54.95 if not cancelled prior to the renewal date. This promotion also a free one month free of iolo LiveTech 24/7 Technical Support which if not cancelled would automatically renew monthly for $19.95. The System Mechanic Standard software is available without auto renewal put only at regular retail pricing. This information is included in the online shopping cart before any personal information is entered and in the order confirmation email. We regret if you found the offer unclear in any way.
The LiveTech 24/7 Support was cancelled January 17, 2023, after it renewed for $19.95, which was refunded on January 23, 2023. Your System Mechanic Standard (including the auto renewal) was not cancelled since the software license was to remain active until December 17, 2024. We regret that you did not receive the notification regarding the renewal prior to the 17th when the license was renewed for the regular price of $54.95. This renewal fee was refunded and your subscription cancelled when you contacted us that date.
Regarding your credit card being updated, most credit card companies will automatically supply updated credit card information if the merchant requesting a payment is recognized as source of a previous purchase; and if that initial purchase is documented as a reoccurring charge, as are most subscriptions. We apologize for any concern this may have cause and recommend you contact your credit cards issuing bank regarding their policy about sharing information.
Your System Mechanic Standard subscription was cancelled December 17th and a refund of $54.95 was issued as an exception to our advertised policy which states: monthly and annual subscription fees are not refundable. You will see no future automatic renewal fees for this software.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 12/30/2024
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:12/07/2024
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 several years and have never had an issue. I recently checked my ****** account and saw that I had been charged an additional monthly fee for services I did not request since Dec 22, 2023 up to Nov 22, 2024. the service is labeled "RealDefense Live Tech Support". I have never received an email stating I was being charged nor a reminder stating the subscription was about to expire as I have received from System Mechanic (monthly), As far as I know, I have never used this service and I am certain that their records will show that I have not used it. I have cancelled my "System Mechanic" and the "RealDefense Tech Support" as a result of these unauthorized charges. I have included the first statement and the last statement.Business Response
Date: 12/16/2024
*******************
****************************************************************************
Date:12/13/2024
Complaint ***********
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.
Our records reflect that you purchased a special promotional offer of an iolo System Mechanic Standard 1-year license for just $24.97 with automatic annual renewal. This offer included a free one-month trial of iolo Live Tech 24/7 Technical Support which would renew monthly for $19.95 (plus tax) if not cancelled prior to the renewal date.
We make every effort to be forthcoming regarding our promotions and offers for our iolo software and technical support services. 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. More specifically the information in the shopping cart summary for the offer you purchased states: Your System Mechanic Standard will automatically renew yearly at the annual price of $49.95. If you do not cancel iolo LiveTech Technical Support before the end of the first free month,it will automatically renew at the monthly price of $19.95.On the renewal date, your credit card will be charged for the subscription. 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 ***************** (Powered by USTechSupport) or via online chat, email or contact form. We regret if you found the offer unclear in any way.
Might the monthly emails you referenced in this complaint be for the **************** rather than the System Mechanic Standard software since it was not scheduled to renew until December 22, 2024?
Since no cancel requests were received, your iolo Live Tech 24/7 Technical Support subscription was renewed each month as scheduled until November 22, 2024, for $19.95.
When you contacted us on November 27, 2024, the LiveTech 24/7 subscription and your iolo System Mechanic Standard license were cancelled. Also at that time, a refund for the November $19.95 renewal fee was issued, as an exception to the terms of your purchase which state that monthly and annual subscription fees are not refundable.
We realize that you may not have needed a technicians assistance during the last year, which is true of many of our customers who have a LiveTech subscription. The LiveTech 24/7 service is like an insurance policy for a time when you might need the additional support since computer technical support service fees for one incident can cost more than the total of the monthly fees.
Again, we regret if you found the terms of your purchase unclear in any way. Both the LiveTech 24/7 support service and iolo System Mechanic Standard license remain inactive. You will see no additional renewal charges.
If you need further assistance, please contact **************** toll free at?**************.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:12/07/2024
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 continue to be billed for a service that I did NOT ask for.Business Response
Date: 12/16/2024
****** ****
*************************************************************************************
Date:12/12/2024
Complaint ***********
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 since February 2, 2022, until as recently as June 13, 2024, you have purchased several iolo software programs and services: iolo System Mechanic Ultimate Defense, iolo System Mechanic Professional, iolo System Mechanic Standard, and MyCleanPC Software. Most of these purchases included automatic annual renewal.
On March *******, you purchased a special promotional offer of an iolo System Mechanic Ultimate Defense 1-year license for just $9.95 with automatic annual renewal and a free one-month trial of iolo Live Tech 24/7 Technical Support which would renew monthly for $19.95 (plus tax) if not cancelled prior to the renewal date.
We make every effort to be forthcoming regarding our promotions and offers for our iolo software and technical support services. 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. We regret if you found the offer unclear in any way.
Since no cancel requests were received, your iolo Live Tech 24/7 Technical Support subscription was renewed as scheduled in ****** *** and June. When we attempted to renew the service July 30, 2024, the request for payment of $21.55 ($19.95 plus $1.60 TX sales tax) was declined by ******* Your Live Tech 24/7 Technical Support subscription was cancelled August 12, 2024.
On October 6, 2024,your iolo System Mechanic Ultimate Defense license (originally purchased September 25, 2023) auto renewed as scheduled for the regular price of $79.95 (plus $6.40 TX sales tax).
On November 9, 2024, ****** reversed the payment of $86.35 for your System Mechanic Ultimate Defense renewal. This chargeback created a credit (refund) in your favor.
Due to the chargeback your System Mechanic Ultimate Defense, System Mechanic Standard, System Mechanic Professional and MyCleanPC Software were cancelled November 11, 2024. The LiveTech 24/7 had been previously cancelled in August. You will see no additional auto renewals or charges.
If you need further assistance, please contact **************** toll free at?**************.
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 12/18/2024
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:11/06/2024
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.
Purchased and downloaded used software for week un-installed it. Than noticed monthly charge tried to cancel it and was literally impossible to cancel. Still have not heard back. I put a stop on my ****** account. I did review my original purchase email and the statement on recurring charges was very small print outside the body of email. No where during the buying process did they mention recurring charges. Scam to avoidBusiness Response
Date: 11/22/2024
**** ******
**************** ** 60096
Date: 11/12/2024
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.
We also regret the delay in responding to your complaint filed with the Better Business Bureau on October 16th, as we only received this complaint on November 6th.Our records reflect that you purchased an iolo System Mechanic Standard 1-year license for a promotionally discounted price of $12.49 on September 16, 2024. This purchase included a 30-day free trial of our 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 you contact customer service before the renewal date to cancel. 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. We regret if you found the offer unclear in any way.
On October 16, 2024, your LiveTech 24/7 *************** was renewed as scheduled for $19.95.Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your purchase in September,prior to receipt of your Better Business Bureau complaint. Our contact information is provided in your order confirmation and activation email. We regret if you experienced any difficulty contacting us.
On October 22, 2024, ****** reversed the payment of $19.95 for your LiveTech 24/7 *************** renewal fee essentially refunding that charge. Your account was cancelled due to this chargeback. You will see no additional charges.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:11/06/2024
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 11/24/23, I purchased System Mechanic from you online and paid through ****** for $9.99. I was encouraged to call for activation - it's possible one of your agents checked something I didn't know about on the contract. I don't know. Less than 11 months later on 10/17/24, I get a bill on my debit card for a $49.95 renewal. I called twice to your company and tried to get it taken off and they refused - they said I had no choice but to pay it - that I had signed to automatically pay $49.95. I've never heard of that. Does this sound right to anyone? The lady said I didn't even have an active subscription. And I never would have signed something like that if they'd made me aware of it. And if I did, I would like to see it in writing please. Also, note that this was 10 months and 3 weeks later when you charged my debit card. I thought anyone could cancel a renewal if the first subscription had not run out. Isn't that what your offers say now? Also, I've been reading up on this, and aren't you supposed to make a customer aware that you're going to renew? I've gotten no email; I checked trash, spam, everything. No notice whatsoever. I filed a complaint with ****** and they said they are limited to what they can do, but they told me to contact my bank and file a complaint, and they could then work with the bank, and that is what I intend to do, because as far as I'm concerned you stole $50 from me and refuse to give it back. It's not so much the money, I just feel violated.Business Response
Date: 11/22/2024
**** ********
*************************************************************************
Date:11/12/2024
Complaint ID: ********
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 an iolo System Mechanic Standard 1-year license for a promotionally discounted price of $9.95 on November 21, 2023. We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic software. All System Mechanic software special promotional offers renew annually at the regular price of $49.95 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. We regret if you found the offer unclear in any way.
On October 17, 2024, your iolo System Mechanic Standard license was renewed for $49.95. After reviewing your account, we have not yet determined why the renewal was activated by the automated system a month earlier than what would be the expected renewal date. You should have also received a renewal notice via email. We apologize for any confusion this system error may have caused.
On October 23, 2024, your financial institution reversed the payment of $49.95 for the renewal fee. The subscription was cancelled at that time due to this chargeback so you will see no additional charges. Since the payment was reversed there is nothing to refund.
As we strive to provide only the highest quality products and services, we regret to learn your experience with us did not meet that expectation: we would like to apologize for any frustration you've experienced as a result. Please rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:11/06/2024
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 attempting to access my account over the past few days, I was unable to do so even when requesting a new password. The message returned stated that my email was not associated with an iolo account...assuming that I successfully canceled my account in the past year, I moved on until I received an email today stating that my ****** account was charged $74.67 for RealDefense LLC. I immediately looked that up and discovered that iolo was a brand under that umbrella. So again, I tried to access my account with the same message returned stating that my email was not associated with an iolo account. Now, I'm thinking my account may have been hijacked...and in a way, it had been... by the company. After 30+ minutes in voice jail, I initiated an online chat that worked! In the chat, I learned that the company had recently adopted a new CRM, and old account users were not recognized by the new CRM and would have to sign up again as new users. Now that would have been a great email to send to the "old" account holders or even a mention of the issue on the sign-in page, but nothing. So after learning this I logged in and found my account had been charged for a 1 year renewal and I had 400 days of remaining service. Still not sure why all of the electronic obstacles had prevented my access, I decided to cancel my subscription and requested a refund for the 365 days I was recently charged for. I was politely told that it would be impossible to reverse or refund an automatic charge, even though I had been unable to access my account (without some considerable effort and investigation) in the time leading up to this early billing cycle. Did they really change the ***? Maybe. If so, why wasn't I notified that there would be issues signing into my account? It all seems a little suspicious to me, but reeks of poor customer service and a bad 5+ year customer experience.Business Response
Date: 11/22/2024
***** ***
**************************
******, ** 27893
Date:11/12/2024
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.We regret that you experienced difficulty access your account online. Our records reflect that you purchased an iolo System Mechanic Professional 1-year license for a promotionally discounted price of $11.98 on November 25, 2022, which was auto renewed November 25, 2023, per the terms of the purchase. The original purchase was tied to a different email than the one provided with this complaint: *****************************. The difference in email addresses may have contributed to the message you received when attempting to login.
On October 21, 2024, your iolo System Mechanic Professional license was renewed for $69.95 (plus $4.72 sales tax).
When you contacted us via chat your contact information was updated to the email address reflected on this complaint which allowed you to log in to your account. Also, future auto renewals were cancelled per your request.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 which state that monthly and annual subscription fees are not refundable,a refund of $74.67 has been issued. Please allow 3 5 business days for the funds to post.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:11/06/2024
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.
Never purchased anything from this company and is an scam. I don't have that antivirus system installed anywhere and don't have an email or anything saying that I purchase or signed up for an account.Business Response
Date: 11/22/2024
****** *******
**********************
********************
Date 11/11/2024
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.
We also apologize for the delay in responding to your complaint filed with the Better Business Bureau on October 5th as we only received this complaint on November 6th.
We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control. Our records indicate that this complaint is the first notification we have received that this may have been an unauthorized charge.
The account located with the information you provided in your complaint reflects that a 1 Year License for ********************** System Mechanic was initially purchased September ******** using your contact and payment information. This was a promotional offer for $49.95 (plus any applicable sales tax) which included an annual auto renewal unless customer service is contacted to cancel the subscription 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 the order confirmation email.
Since there were no requests to cancel received, the license renewed automatically on September 27, 2023, and September 27, 2024, as scheduled. Emails are sent as reminders prior to renewals.
The 1 Year License for the ********************** System Mechanic has now been cancelled. While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. Although we do not have confirmation that the original 2022 order was unauthorized as an exception to our advertised policy (which states monthly and annual renewal fees are not refundable) a refund for the September 27, 2024, charge of $54.70 has been refunded as a gesture of goodwill. If you need further assistance,please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:10/17/2024
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.
as with many of your complaints against this company [iolo] i answered no to a question of monthly service for *****. was not notified of a free month or that i had to cancel a subscription i did not want .after i renewed the service i did look to see if they were charging me again did not find the charge because i was gave a free month i did not want there was no charge pretty convenient for them. we look see no charge then bam months later we find it to bad no refund they want even give you the copy of the contract you signed. this is happening to a lot of people their rating should not be that highBusiness Response
Date: 11/01/2024
******** *****
*******************************************************************
Date: 10/28/24
Complaint ID: ********
E-mail: *********************
Dear Ms. ******************* 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 Ultimate Defense 1 Year Software License for a promotionally discounted price of $31.98 on June 26, 2024. This purchase included a 30-day free trial of LiveTech 24/7 ************************** which would auto-renew at the regular monthly price of $19.95 at the end of the trial period unless you contact customer service before the renewal date to cancel. 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.
The System Mechanic Ultimate Defense is available without the LiveTech 24/7 Support trial but at the regular price of $79.95. The majority of the System Mechanic software special discounted offers/promotions include a one-month promotional free trial of our **************** which automatic renewal unless cancelled.
Since we did not receive a cancellation request, your LiveTech 24/7 Support
was renewed as scheduled for $19.95 on July 26th and August 26th.
On September 25th the LiveTech 24/7 Support was cancelled per your request. No refund was offered as the terms of your purchase states 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 our advertised policy, a refund of $19.95 for your *********************** renewal fee has been issued. Please allow 3 5 business days for the funds to post.
Your iolo System Mechanic Ultimate Defense (1 Year) subscription remains active with a renewal date of May 22,2025.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:10/14/2024
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.
Bought the Pro edition to the product SuperAntiSpyware online. Downloaded the new version and installed. I like the product but not with what was "BUNDLED" with it. Apparently when you purchase SuperAntSpyware you are also purchasing a monthly subsciption to their "technical support" which I did not want or was never told I was purchasing. 1 Month after purchasing the SuperAntiSpyware i was then charged $19.99 for tecnical support which was bundled with the software.I called to cancel and eventually got them to cancel my subscription but no refund for the $19.99 they had charged above and beyond the actual product. It is a toytal scam and they should not be allowed to do business this way.Business Response
Date: 10/18/2024
** ******
**************************************************************
Date: 10/17/24
Complaint ***********
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.
Our records reflect that you purchased SUPERAntiSpyware Pro 1 Year License for a promotionally discounted price of $19.99 on August 22, 2024. This purchase included a 30-day free trial of our SUPERAntiSpyware 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 you contact customer service before the renewal date to cancel. 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. We regret if you found the offer unclear in any way.
On September 22, 2024, your ************************ was renewed as scheduled for $19.95. On September 23rd this support service was cancelled per your request. No refund was offered as the terms of your purchase states 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 an exception to our advertised policy, a refund of $19.95 for the ************************
renewal fee has been issued. Please allow 3 5 business days for the funds to post.
Your SUPERAntiSpyware PRO Software (1 Year) subscription remains active with a renewal date of August 22, 2025. If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:10/14/2024
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.
When I bought the year of System Mechanic software it came with a subscription for customer service in it's agreement at $19.95 a month. It was hidden very well because I would have opted out if I had seen it. They were able to get 4 payments out of me before I caught it on my statement. They cancelled it quickly but did not offer a refund.Business Response
Date: 10/18/2024
****** ******
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Date: 10/17/24
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.
Our records reflect that you initially purchased a 1-year license for the ********************** System Mechanic Standard software on June 28, 2023, at a promotionally discount cost of $14.98, 70% off the regular price. This purchase also included a one-month promotional free trial of our 24/7 **************** which would renew monthly 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 promotionally discounted offers renew yearly and include a one-month promotional free trial of our *****************which renews 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. We regret if you found the offer unclear in any way.
On July ******** the 24/7 **************** was renewed for $19.95 as scheduled.
On August 22, 2023,the **************** was cancelled per your request. As a goodwill gesture and in exception to our advertised guidelines which state monthly and annual subscription fees are not refundable, the $19.95 was refunded.
On June 23, 2024, you again purchased a special offer of 1-year license for the ********************** System Mechanic Standard software, at the promotionally discount cost of $14.98. This purchase, like the previous one, included a one-month promotional free trial of our 24/7 **************** which would renew monthly for $19.95 unless cancelled. Your previous System Mechanic Standard license scheduled to renew on June 28, 2024, was cancelled by the new purchase.
Since a request to cancel was not received your **************** was renewed and billed July 23rd,August 23rd and September 23, 2024, as scheduled. Email notices of each renewal were sent to email address on file.
Also, on September 23rd the **************** was cancelled per your request. No refund was offered per our advertised guidelines.
On October ******* ****** reversed the three payments of $19.95 for the LiveTech monthly renewals and also your initial payment of $14.98 for the iolo System Mechanic Standard software license for a total credit of $74.83. Due to the chargebacks your iolo System Mechanic Standard license was also cancelled.
Your account remains inactive. Nothing further will be billed.
Sincerely,
****** *.
Contact Center Operations Director
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