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:04/03/2024
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 last renewed my Iolo subscription over a year ago apparently there was a clause that had auto renewal plus an additional $19.95/month charge for a computer protection plan that I didn't want. When reviewing my monthly credit card statement I saw the $19.95 charge and thought it was a simple annual renewal and didn't recognize it was repeating monthly until today when I looked back over past statements. I contacted Iolo today and was told ****** would be no adjustment made. I believe this is a very deceptive business practice.
Business Response
Date: 06/13/2024
***************************
**************
**************************
Date: 6/10/2024
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 indicate that on November 25, 2023, you purchased a special promotionally discounted offer for a 1-year license of ********************** System Mechanic Ultimate Defense at a cost of $9.95 (plus $0.60 Mi Sales Tax) which would auto-renew annually at the regular price of $79.95, plus any applicable sales tax, unless you contact customer service to cancel prior to the renewal date(s). The offer included a promotional one-month free trial of our LiveTech 24/7 ************************* which would auto-renew monthly at the regular price of $19.95 unless you contact customer service to cancel prior to the renewal date(s). We make every effort to be forthcoming regarding our promotions and offers for our software and services. Information regarding the terms of the offer were provided at the time of purchase in the online shopping cart prior to any personal information being entered and in your order confirmation email. We regret if you found the offers unclear in any way.
Since we received no request to cancel, your LiveTech 24/7 ************************* renewed monthly as scheduled for $19.95, per the terms of your purchase, until March 25, 2024.
When you contacted us on March 31, 2024, your LiveTech 24/7 ************************* was cancelled per your request. The terms &conditions of your purchase state that monthly and annual subscription renewal fees are not refundable therefore no refunds were issued at that time. 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 these terms, a refund of $19.95 for the LiveTech Support March renewal fee has been issued. We ask that you allow 3-5 business days for the funds to post.
Your iolo System Mechanic Ultimate Defense 1-year license remains active and is scheduled for renewal April 14, 2025.
Please contact **************** toll free at?************** if you have additional questions.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:04/02/2024
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.
Last December 28th 2023, due to an emailed renewal offer by Iolo, I renewed my System Mechanic Pro annual subscription, software that I have been using for over a decade. I made the payment of $9.95US & didn't think anything more about it.Then I happened to see a $20.95US M/C charge on February 28th, 2024, & then another that I had not realized previously on January 28th, 2024. The payment I made at the end of December was NOT an "Automatic Payment" as far as any info on the 2 receipts I received from IOLO at that same time, plus there was NO info stating that there was any other cost other than the $9.95US. I would never pay extra for 24/7 Tech Support, since I used to run a computer lab of 28 computers by myself prior to my retirement as a high school teacher. I never used the Tech Support since I didn't need it.On Feb 29th, I phoned the Iolo company & talked to a ******. I explained the situation. He seemed sympathetic & told me that I would get a refund for all except my authorized $9.95US annual renewal fee (Dec 28, 2023). He also stopped the unknown "auto" payments that I had never known about.A day or so later, I received an email from an **************. She was extremely condescending & was "sorry to hear you are not aware of the bundled you purchased" & the monthly charges, inferring it was my fault. It is very ironic that this company that is supposedly selling a product to protect us, is actually a company that we need to be protected from! Since then, I received an email cancelling my subscription on March 8th. I just tried to login to my account, but was unable to do so. It didn't recognize my longtime email address. I have already started disputes for the two $20.95US unknown charges with BMO, but since Iolo has now unilaterally cancelled my subscription, I would also like all my money back including the $9.95US. I have absolutely NO intention of ever using this software again.Now 15 days later, NO refund has arrived, as I feared & suspected!Business Response
Date: 04/04/2024
******************************************
********************
Coquitlam, ***********************
Date:4/4/2024
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 indicate that on December 28, 2023, you purchased a special offer to extend your 1-year license for our ********************** System Mechanic Professional for a total cost of $9.95 with automatic annual renewal on October 3, 2025. After previously purchasing a license in September 2022 and July 2023. This special offer also included a promotional one-month free trial of our iolo LiveTech 24/7 Technical Support which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel. Information regarding the terms & conditions of the purchase, including the automatic annual and monthly renewal, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email. The screen shot you include with you complaint of your order confirmation states the product name as iolo System Mechanic Professional 1-year 3-months, iolo Live Tech 24/7 Technical Support.
Since we did not receive a cancellation request prior to the scheduled renewal dates, the LiveTech 24/7 Support renewed as scheduled for a cost of $19.95 (plus $1.00 sales tax) on January 28, 2024, and February 28, 2024.
On March 8, 2024, your financial institution reversed the January 28th and February 28th renewal fees of $20.95 for your Live Tech 24/7 ************************** These chargebacks were accepted rather than disputed resulting in a refund of the charges; in exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable. Also, on March 8th your iolo System Mechanic Professional and LiveTech24/7 Support were cancelled due to the chargebacks. You will see no additional renewal fees for these services.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:04/02/2024
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 paid for the Super Anti-Spyware thinking it was a onetime purchase in December 2023. On 1-27-24 I had a charge of !9.90. I was in the middle of moving and contacted the company and filed a dispute with Discover Card on 02-12-24. On 2-27-24 I had another ***** charge. On 2-29-24 I contacted the company again and hopefully this is cancelled. The guy said he didn't think they gave refunds and I contacted Discover Card again and filed another dispute. The first day I called at least twice and got people I could not understand. I want to make sure this account is closed, and a refund credited to my Discover Card of $39.90. The spyware has been deleted from my computer. I am 81 and 1/2 and I find it is getting harder to communicate with people and especially when they don't speak clear English. As of 2-29-24 nothing has been settled with Discover Card.Business Response
Date: 04/04/2024
******************
*********************** A
**********, IN 47665
Date:4/4/2024
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.
We also regret the delay in responding to your complaint filed with the Better Business Bureau on February 29, 2024, as we only received this complaint on April 2, 2024.
Our records indicate that on December 27, 2023, you purchased a 1-year license for our ********************** PRO Software for 3 PCs for a special offer of $19.99 (plus $1.40 IN sales tax) with automatic annual renewal. This special offer also included a promotional one-month free trial of SUPERAntiSpyware LiveTech24/7 technical support for 1 PC which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel. Also purchased on December 27th was a 1 -year license for MyCleanID Software with annual renewal for a cost of $14.95(plus $1.05 IN sales tax). This purchase included a promotional one-month free trial of MyCleanID *************************** which would auto-renew monthly at the regular price of $19.95 unless cancelled prior to the renewal date. Information regarding the terms & conditions of the purchase, including the automatic annual and monthly renewals, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email. We regret if you found the offers unclear in any way.
On December 30, 2023, per your request your MyCleanID Software and MyCleanID *************************** was cancelled. A refund of $14.95(plus $1.05 IN sales tax) was issued since your request to cancel was received within 30 days of the initial purchase.
On January 27, 2024, and February 27th your SUPERAntiSpyware LiveTech 24/7 support was automatically renewed as scheduled.
On March 2, 2024, Discover reversed the February 27th renewal fee of $19.95 for your SUPERAntiSpyware LiveTech24/7 technical support service. This chargeback was accepted rather than disputed resulting in a refund of that charge. Also, on March 2nd your SUPERAntiSpyware PRO Software and SUPERAntiSpyware LiveTech24/7 technical support were cancelled due to the chargeback.
On March 3, 2023, as a courtesy 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 for the January 27th LiveTech renewal fee.
As of March 2, 2024, your SUPERAntiSpyware PRO Software license, **********/7 technical **************** MyCleanID Software and MyCleanID *************************** have each been cancelled.You will see no additional renewal fees.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:03/27/2024
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 have been renewing this software for my computer each year. I always make one payment to add time for the entire next year. On 11/24/23 on my credit card I paid $10.62 for "Iolo System Mechanic Ultimate Defense 1-year" and listed under that was "Iolo Live Tech 24/7 Technical Support - $0.00". There was NO indication that I had signed up for a continuing monthly charge of $21.30 for the part that was listed as $0.00 above (the Technical Support). Then to my surprise my card was charged as follows: $19.95 on 12/24/23; $21.30 on 1/24/24, and $21.30 2/24/24. I called today, 2/26/24, to find out what was happening and the Indian lady said she was "sorry" this happened to me and agreed to cancel any on-going charges (Order ID: ********. I asked for my $19.95 + $21.30 + $21.30 = $62.55 back, and she just hung up on me! I believe I am due this $62.55 back. I would like to keep the "Ultimate Defense" software on my computer and all the computers in my businesses, but if they treat me like this I will have that software removed from our many personal and business computers.Business Response
Date: 04/01/2024
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 also regret the delay in responding to your complaint filed with the Better Business Bureau on February 26, 2024, as we only received this complaint on March 27, 2024.
Our records indicate that on November 24, 2023, you purchased a 1-year license for our ********************** System Mechanic Ultimate Defense for a total cost of $10.62 with automatic annual renewal. After previously purchasing a license in March 2022 and January 2023. This special offer also included a promotional one-month free trial of our iolo LiveTech 24/7 Technical Support which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel. Information regarding the terms & conditions of the purchase, including the automatic annual and monthly renewal, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email. More specifically the offer your purchased stated: Your System Mechanic Ultimate Defense will automatically renew yearly at the annual price of $79.95. 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. 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.
Since we did not receive a cancellation request prior to the scheduled renewal dates, the LiveTech 24/7 Support renewed as scheduled for a cost of $19.95 (plus applicable sales tax) on December 24, 2023, January 24, 2024, and February 24, 2024.
On February 26, 2024, per your request the LiveTech 24/7 Support was cancelled stopping any additional monthly renewal fees for this service.
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 in exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable a refund of $21.30 for the February renewal fee has been issued. Please allow 3 5 business days for the credit to post
Your iolo System Mechanic Ultimate Defense remains active until May 16, 2025, at which time it will renew at the regular price of $79.95 (plus any applicable sales tax) unless you contact customer service to cancel prior to the renewal date.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
****************?
Contact Center Operations?DirectorCustomer Answer
Date: 05/09/2024
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:02/07/2024
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've been a customer of **********************'s System Mechanic Pro for over 10 years and never had a problem with the company. However, I discovered last year that they were charging me 19.99/month for a privacy service that I didn't request. Last year, this time I informed them I had not requested the service and I would like it to stop. The customer rep, at that time, credited my account for the service and assured me that the service was canceled. I received a charge on my PayPal account that I thought was out of place and as I started to investigate it, I discovered I was being charged again for the privacy service. When I called customer service again and explained I didn't request it, they refused to refund the charges.Business Response
Date: 02/15/2024
*******************
***********************************
********, ** 30066
Date:2/14/2024
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 a 1-year license for our ********************** System ***************** at a promotionally discounted total cost of $39.95 with automatic annual renewal on February 5, 2023. This purchase also included a promotional one-month free trial of our iolo LiveTech 24/7 ************************* which would auto-renew monthly at the regular price of $19.95 (plus any applicable sales tax) unless you contact customer service to cancel. Information regarding the terms & conditions of the purchase, including the automatic annual renewal, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email. We regret if you found the offer unclear in any way.
Since we received no request to cancel the iolo LiveTech 24/7 Technical Support, it was renewed monthly as scheduled beginning March 5, 2023, until December 3, 2023,at a cost of $19.95 each month.
We received your phone inquiry about the $19.95 renewal fee on December 5, 2023. Per your request the iolo LiveTech 24/7 Technical Support subscription was cancelled but your System ***************** license remained active.
On February 5, 2024, your 1-year license for our ********************** System ***************** was renewed as scheduled for $39.95. Also, on February 5th, per your request this iolo System ***************** subscription was cancelled.
While we strive to stay within advertised guidelines for consistency, (which state that monthly and annual subscription fees are not refundable) we also try to resolve each incident based on its own merit. As a gesture of goodwill and in an effort to resolve this matter, a refund of $39.90 for the iolo System ***************** February renewal fee has been issued. Please allow 3 5 business days for the funds to post to your PayPal account.
Both your iolo System Mechanic Ultimate Defense Software and LiveTech 24/7 subscriptions remain cancelled,?and nothing further will be billed to you.
Please contact **************** toll free at?************** if you have additional questions.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:02/05/2024
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.
Real Defense has been charging me without my knowledge for several months.I would like to have a full refund for "System Defender" and stop any further payments.Business Response
Date: 02/13/2024
***********************
397 ********
*******, ** 06010
Date: 2/9/2024
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 on November 23, 2023, you purchased a 1-year license for our ********************** System ***************** at a promotionally discounted total cost of $13.28 (including $0.79 ** Sales Tax) with automatic annual renewals for the regular price of $79.95 plus any applicable sales tax. This purchase also included a promotional one-month free trial of our iolo ******** 24/7 ************************* which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel prior to the renewal date. Information regarding the terms &conditions of the purchase, including the automatic annual renewal, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email. We regret if you found the offer unclear in any way.
On November 25, 2023, you upgraded your ************************ license to an ********************** System Mechanic Ultimate Defense 1-year license for just an additional $9.95 (a total of $10.58 including $0.63 ** Sales Tax) which would automatically renew at a cost of $79.95 plus any applicable sales tax.
Your iolo ******** 24/7 *************************, was renewed as scheduled on December 23, 2023, at a cost of $19.95.
Also,on December 23, 2023, per your request the iolo ******** 24/7 Technical Support subscription was cancelled. As a goodwill gesture at that time and in exception to our advertised guidelines which states Monthly and annual subscription fees are not refundable, a refund of $19.95 was issued for the December charge.
The ******** 24/7 subscription remains cancelled. You will see no additional monthly charges for this service. At this time your iolo System Mechanic Ultimate Defense 1-year license still remains active and is scheduled to automatically renew November 22, ****, at the regular price of $79.95 unless you contact customer service to cancel prior that date.
Please contact **************** toll free at?************** if you have additional questions.?
Sincerely,??
****************?
Contact Center Operations?DirectorCustomer Answer
Date: 02/24/2024
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:01/25/2024
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 am a senior citizen living off my social security. I cannot afford products and services I didn't purchase or I don't need.I have happily used System Mechanic to keep my computer "clean" for years. I'm guessing REAL DEFENSE bought the company somewhere along the line, and they started these deceptive and fraudulent practices.07/22/2023 I ordered System Mechanic for 1 year again. I'd always been happy with it. The invoice I rec'd at my email address is included in my upload. 1 year for $19.98 and then something about ******** 24/7 support listed @ $0. I did not know System Mechanic was going to charge me monthly for both the software and live tech support which I didn't want OR need.I called IOLO today and the *** told me after A LOT of conversation that all she could do is cancel the live Tech support, confirmation of which is also attached in my upload, as well as money IOLO/SYSTEM MECHANIC/REAL DEFENSE has helped themselves to. The *** said I bought a bundle, which was not reflected on the invoice. AND the *** basically said it's in the fine print. Shame on them.I want all of this cancelled (Live Tech, IOLO, and IOLO VPN. I never wanted or needed a VPN). And I want all my money returned. I did not order anything other than a promotional price of System Mechanic for $19.98 as the invoice indicates. Further, I'm deleting SYSTEM MECHANIC from my hard drive because every since day i get a pop-up (even tho I have them disabled) from IOLO telling me to increase my subscription today only for $9.95. I would also like to be taken off their mailing list. I have had ~150 emails from them since 7/22, which is pretty much one a day. I've printed a list. If you want to see it, I'll send it to you. There is no doubt in my mind that this is illegal, to order ONE product and get stuck with three.Business Response
Date: 02/05/2024
*********************************
*********************************************************************
Date 2/2/****
Complaint ID: ********
Email: *********************
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 also regret the delay in responding to your complaint filed with the Better Business Bureau on January 3, ****, as we only received this complaint on January 25, ****.
Our records indicate that on July 22, 2023, you made two purchases. The first was a System ***************** 1 Year License special promotional offer for a total cost of just $19.95, with annual auto-renew at the regular price of $49.95 plus any applicable sales tax. This purchase also included a promotional one-month free trial of our iolo ******** 24/7 Technical Support (as your confirmation email stated) which with monthly auto-renew at the regular price of $19.95. Both of these subscriptions would auto-renew as scheduled unless you contact customer service to cancel prior to the renewal date. The second order was for an ioloVPN 1 Month 1 User 5 Devices subscription for total cost of $9.95 with monthly auto renewal at a price of $9.95 unless you contact customer service to cancel.
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 special offers include a one-month promotional free trial of our ******** 24/7 service, which does renew monthly if not cancelled prior to the renewal date. Information regarding the terms & conditions of the purchase,including automatic annual and/or monthly renewal, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email. We regret if you found the offer unclear in any way.
Since we did not receive a cancellation request prior to the scheduled renewal dates,the ******** 24/7 Technical Support subscription was renewed on September 2nd (this was scheduled for August 22nd but was delayed due to a declined payment request) October 2nd, November 2nd, and December 2, 2023, for a cost of $19.95 each month.
Your ioloVPN subscription was also renewed for a monthly charge of $9.95 on August 22nd, September 22nd, October 22nd, November 23rd, December 23, 2023, and January 23, ****
On January 3, ****, your 24/7 ******** Support was cancelled per your request. The terms & conditions of your purchase states: If you are on a monthly subscription plan, we will automatically bill you on or about the last day of the expiring subscription. If you are on an annual subscription plan, we will send you a notice email within a reasonable time prior to the renewal data reminding you that your plan will renew, and payment will be processed on the renewal date. Monthly and annual subscription fees are not refundable. Therefore, no refund was issued at that time.
While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As a goodwill gesture (an exception to the terms of your purchase) and in a effort to resolve this matter, refunds totaling $69.75 have been issued. This includes renewal fees for the last 3 months of your ioloVPN subscription and last 2 months of the ******** 24/7 Technical Support subscription.
Per your request all of your subscriptions/licenses have been inactivated. You will see no additional billing for these services.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:01/25/2024
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 9/23/2023, I responded to a promotional email offer to extend my IOLO subscription for $10.74 which I did. See attached document. Unknown to me by doing so, however, were hidden or bundled pricing which went into effect without my knowledge. After noticing several month of charges, including $21.55 on 10/23/23, $19.95 on 11/23/23, and $19.95 on 12/23/23, I finally questioned these charges occurring on my credit card and contacted IOLO via CHAT on 1/1/2024 speaking with ****** *******. She advised me that when I accepted the promotional offer in September, that it included 'bundled' pricing which included Live Tech monthly service fees of $19.95. Since I had never agreed to these charges and had never received any further notiifcation, I asked her to terminate this service and refund the $61.45 which I had not authorized. She replied that she had no authority to do so, but would cancel any future charges. I then called the 800 number and spoke with ***** who basically advised that I had subscribed to the additional fees when accepting the earlier email offer and company policy would not authorize earlier month's charges, but she would credit the the most recent charge of $19.95 leaving an overcharged amount of $41.50 which I am seeking. This IOLO practice is deceitful and misleading to consumers and should be addressed by this company. I am extremely disappointed after many years of service with IOLO and would like others to know of their deceptive practice to mislead consumers and not get fishtagged into these promotional offers. They should be up front without consorting to these hidden condtions. As with me as an 81 year older person, many people do not even check their statements regularly and are then left to pay these ridiculous fees. Another scam in my opinion! Please do something! Thank you!Business Response
Date: 02/05/2024
***********************
5920 ************
**********, ** 76112
Date 2/2/****
Complaint ID: ********
Email: *****************************
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 also regret the delay in responding to your complaint filed with the Better Business Bureau on January 1, ****, as we only received this complaint on January 25, ****.
Our records indicate that on July 28, 2023, you purchased a ************* LiveTech for 1 Computer and 1 Mobile Device subscription plus a System Mechanic Ultimate Defense 1 Year Whole Home License for a total cost of $179.00, including automatic annual renewals for each unless you contact customer service to cancel.
On September 23, 2023, as you stated, you purchased a special offer of an additional 1 year of System Mechanic Ultimate Defense for a total cost of $10.74 (including $0.79 ** sales tax). This purchase also included a promotional one-month free trial of our iolo LiveTech 24/7 ************************* which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel. Information regarding the terms & conditions of the purchase, including the automatic annual and monthly renewal, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email.
We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic Ultimate Defense software. The majority of the System Mechanic software special offers include a one-month promotional free trial of our LiveTech 24/7 service, which does renew monthly if not cancelled prior to the renewal date. We regret if you found the offer unclear in any way.
Since we did not receive a cancellation request prior to the scheduled renewal dates,the LiveTech 24/7 Technical Support renewed as scheduled for a cost of $21.25 (including $1.60 ** sales tax) on October 23rd, November 23rd,and December 23, 2023 (this charged was only $19.95).
On January 1, ****, per your live chat request, your LiveTech 24/7 Technical Support subscription was cancelled. As a courtesy the renewal payment of $19.95 charged December 23rd was refunded as an exception to the terms of your purchase which state that 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 additional exception to the terms of your purchase, a refund of $21.55 has been issued for the November 23rd renewal fee bringing the total amount refunded to $41.50. Please allow 3 -5 business days for this credit to post.
Your ************* LiveTech for 1 Computer and 1 Mobile Device subscription and System Mechanic Ultimate Defense Whole Home License remain active with automatic renewal scheduled for July 27, ****, at the regular price unless you contact customer service to cancel prior to the renewal date.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?DirectorCustomer Answer
Date: 02/13/2024
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:01/25/2024
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.
This company has unscrupulous practice of billing customers of things they dont order. Without requesting adding technical support to my subscription, I was billing ***** on my credit card without my knowledge for something I neither wanted or requested and did not give them permission to charge my credit card. When I called to cancel this service and get reimbursed, the customer service agent told me that he would give me 60 days of free technical support even though I was cancelling. When I asked if he was going to reimburse me the ***** they already charged he said if he does that then he could not offer the free technical support for 60 days. He was trying to deceive me so he wouldnt have to reimburse me for a service I did not request. Of course I refused and will be switching to another company when my subscription terminates.Business Response
Date: 02/05/2024
***********************
********, ** 90505
Date 2/2/2024
Complaint ID: ********
Email: *********************
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 also regret the delay in responding to your complaint filed with the Better Business Bureau on December 30, 2023, as we only received this complaint on January 25, 2024.
Our records indicate that on February 3, 2023, you purchased a iolo System Mechanic Ultimate Defense 1-year license for a total cost of $49.95, which includes automatic annual renewal unless you contact customer service to cancel.
On November 27, 2023, you purchased a special offer of an additional 1 year of System Mechanic Ultimate Defense for a total cost of $9.95. This offer also included a promotional one-month free trial of our iolo ******** 24/7 ************************* which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel. Information regarding the terms & conditions of the purchase,including the automatic annual and monthly renewal, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email.
We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic Ultimate Defense software. The majority of the System Mechanic software special offers include a one-month promotional free trial of our ******** 24/7 service, which does renew monthly if not cancelled prior to the renewal date. We regret if you found the offer unclear in any way.
Since we did not receive a cancellation request prior to the scheduled renewal date,the ******** 24/7 Technical Support renewed as scheduled for a cost of $19.95 on December 27, 2023.
On December 30, 2023, per your request, your ******** 24/7 Technical Support subscription was cancelled. As a courtesy the renewal payment of $19.95 charged December 23rd was refunded as an exception to the terms of your purchase which states Monthly and annual subscription fees are not refundable.
Your System Mechanic Ultimate Defense License remains active with automatic renewal scheduled for February 3, ****, at the regular price of $79.95 unless you contact customer service to cancel prior to the renewal date.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:01/24/2024
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 11/26/2023 I saw an ad on line and purchased System Mechanic software for $10.62 including tax. Order ID *******. This is installed on my computer..A 2nd screen came up and I thought it was part of the same transaction. I checked my Paypal account to find I was charged an additional $53.32 including tax for a 2nd System Mechanic software ID *******. This is not installed on my computer.Within 10 minutes I called Paypal. They said no problem and opened up a case to have the $53.32 ID ******* charge removed.****** notified me several weeks later the case was denied for $53.32 ID ******* with no expiration date, because it is installed on my computer. This is not true. The original order for $10.62 ID ******* with a expiration date of 11/27/2024 is installed on my computer.$10.62 is Paypal Reference # P928300ABEHM6EVFD Dated 11/26/2023 $53.32 is Paypal Reference #P928300ABEHM6EVFZ Dated 11/26/2023 How does a simple order for $10.62 turn into a total of $63.94 within minutes, unless your dealing with a company trying to scam their customers for larger sales and profits???I'm requesting you send me a refund check for $53.32. We have already paid Paypal the total of $63.94.I'm a 76 year old retiree who might not know a lot about computers, but I do know this is not the way to do business. Is this a scam????Thank youBusiness Response
Date: 02/05/2024
*********************
*******************************
Coventry Twp, ** 44319
Date: 2/1/2024
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 December 27, 2023, as we only received this complaint on January 24, 2024.
Our records indicate that on November 23, 2023, you made two purchases as you stated just moments apart as the order ID numbers indicate. The first, a 1-year license for our ********************** System ***************** for a promotionally discounted price of $9.95 (plus $0.67 OH sales tax for a total cost of $10.62) which would auto-renew annually at the regular price of $49.95 plus any applicable sales tax unless you contact customer service to cancel prior to the renewal date. This purchase also included a promotional one-month free trial of our iolo Technical Support with Dark Web Scan which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel. The second order was for another 1-year license for the System ***************** but at the regular price of $49.95 (plus $3.37 OH sales tax) which would also be auto-renewed annually.This order did not include the additional **************************
On December 6, 2023, PayPal reversed the payment of $53.32 for your second purchase creating a chargeback.
Please be advised that our records do not reflect any calls received from the phone number provided with your initial order, nor any other contact received in reference to your account since your enrollment November 23rd, prior to receipt of your Better Business Bureau complaint. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels.
Both of your System ***************** licenses and the Technical Support with Dark Web Scan subscription were cancelled on December 6th due to the chargeback. You will see no additional charges for these purchases.
As a gesture of goodwill, refunds totaling $63.94 have been issued. Please allow 3 5 business days for the credit to post.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
****************?
Contact Center Operations?Director
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