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:01/24/2024
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.
The company allows you to sign in and update your billing info, but it does not give you the chance to cancel the subscription. I chatted with someone from the company and each kept telling me that even though I was canceling the subscription and it charged me while I was canceling and when I tried to tell them I wanted my money back they stated they couldnt do it because it was an auto renewal.
Business Response
Date: 02/05/2024
*************************
**************************************br>**********, ** 36116
Date: 2/1/****
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.
We also regret the delay in responding to your complaint filed with the Better Business Bureau on December 18, 2023, as we only received this complaint on January 24, ****.
Our records indicate that on September 3, 2022, you initially purchased an iolo System Mechanic Ultimate Defense with ******** Monthly license for a cost of $9.95. This purchase included a monthly auto-renewal at the $9.95 price unless you contacted customer service to cancel prior to the renewal date. This subscription was cancelled October 3, 2022,when the request for payment of the $9.95 renewal fee was declined by your financial institution.
On August 29, 2023, you again purchased the iolo System Mechanic Ultimate Defense with ******** Monthly license for a cost of $9.95 with auto renewal. This license was renewed on September 29, ******** $9.95.
Also on September 29, 2023, our records reflect that you purchased an ioloVPN 1 User 5 Devices 1 Month license for a total cost of $9.95 which would auto-renew monthly at the same price. After several attempts to request payment for the monthly renewal were declined this subscription was cancelled November 6, 2023.
On November 4, 2023, you purchased an iolo System Mechanic Ultimate Defense 1-year license for $9.95 with annual auto-renewal at the regular price of $79.95 scheduled for November 4, ****. 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. 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.
On November 20, 2023, your iolo System Mechanic Ultimate Defense with ******** Monthly license was renewed after previous attempts in October failed due to declined payment requests.
On December 16, 2023, when you updated your payment information the monthly renewal of the ******** 24/7 Technical Support that had been attempting to process since December 4th was processed and a payment of $19.95 billed.
Also on December 16th, per your Live Chat request, all remaining active subscriptions/licenses were cancelled.
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 $19.95 has been issued. Please allow 3 5 business days for the credit to post.
Your software subscriptions remain cancelled,?and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?DirectorCustomer Answer
Date: 02/14/2024
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, I do appreciate everything.
Sincerely,
*************************Initial Complaint
Date:01/23/2024
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 purchased a discounted service for 1 month and now they keep charging my PayPal account for their service that I am no longer using. I DID NOT signup for a year of this service. Nowhere in the advertisement did it see that there was a commitment or automatic monthly payments involved. They continued to charge my PayPal account for the third month now before I noticed these fraudulent payments. I have notified PayPal and will email or call ( RealDefense) 1 more time. They DID NOT respond to my other email I had sent.Business Response
Date: 01/31/2024
***********
1565 **********.
************ ** 37772
Date: 1/31/****
Complaint ID: ********
Email: ************************
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 22, 2023, as we only received this complaint on January 24, ****.
Our records indicate that on October 22, 2023, you purchased a 1-year license for our ********************** System ***************** for a total cost of $14.98 with automatic annual renewal. This purchase also included a promotional one-month free trial of our iolo ************************* 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. 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 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 ************************* with Dark Web Scan renewed as scheduled for a cost of $19.95 on November 22, 2023, and December 22, 2023.
On January 22, ***** we attempted to process your payment of $19.95 for this scheduled monthly renewal but the request was declined by PayPal. Your ************************* with Dark Web Scan license was cancelled on January 23rd.
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 in October, 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.
Your ************************* with Dark Web Scan subscription remains cancelled. You will see no additional monthly renewal charges of $19.95 for this service.
Your iolo System ***************** is still active until October 22, ***** at which time it will renew at the regular price of $49.95 (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?DirectorInitial Complaint
Date:01/23/2024
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 buisness made a fraudulent charge against my paypal account on 12/21/2023. No authorization was provided.Business Response
Date: 01/31/2024
***********************
***************************
********,** 70002
Daytime Phone: **************
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.
We also regret the delay in responding to your complaint filed with the Better Business Bureau on December 21, 2023, as we only received this complaint on January 24,2024.
Our records indicate that on May 4, 2023, you purchased a SUPERAntiSpyware PRO X Edition Software for a total cost of $39.95 with automatic renewals unless you contact customer service to cancel. Information regarding the terms & conditions of the purchase,including the automatic 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.
Your SUPERAntiSpyware PRO X Edition Software license was initially scheduled to renew monthly but on June 5, 2023,the license renewal was extended until December 21, 2023.
On December 21, 2023, the license renewed as scheduled for a total cost of $41.73 (including $1.78 LA sales tax). Also, on December 21st PayPal reversed the payment of $41.73 for the renewal. This chargeback created a credit in your favor with PayPal which was accepted without dispute as a way to refund the charges. Your SUPERAntiSpyware PRO X Edition Software license was cancelled at this time due to the chargeback.
Per your request, your information has been removed from our marketing database. Your SUPERAntiSpyware PRO X license remains inactive with nothing further to be billed. If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?DirectorCustomer Answer
Date: 02/08/2024
Complaint: 21040067
I am rejecting this response because:
Your business model is to make it impossible to close the account and prevent future charges. Additionally, your phone agent refused to help close the account and refund the then current charge. These are strong-arm tactics.
Sincerely,
***********************Business Response
Date: 02/16/2024
***********************
***************************
********, ** 70002
Daytime Phone: **************
Complaint ID: ********
E-mail: ****************
Dear *************,
Thank you for the opportunity to respond.
We make every effort to be forthcoming regarding our promotions and offers for Real Defense products. As stated in our previous response, when you purchased a SUPERAntiSpyware PRO X Edition Software in May information about the terms & conditions and automatic renewals was provided before any personal information is required to complete the purchase. The information is also included in your order confirmation email. More specifically the offer states: 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 prior to the applicable renewal date by calling us at ************** (Powered by *************) or via online chat, email or contact form.RealDefense may offer other products and services when you call us. Also, per the Terms of Service, Monthly and annual subscription fees are not refundable. We will continue to bill your account until it is canceled or terminated. You may cancel your account at any time by calling us at ************** or via online chat, email, or website contact form."
We regret you found the cancellation process difficult and apologize if you were treated less than professionally by any member of our staff. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
Your SUPERAntiSpyware PRO X license remains inactive with nothing further to be billed.
Please contact **************** toll free at?************** if you have additional questions.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:01/23/2024
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 is a complaint.I have been a customer of ********************** for many years purchasing their System Mechanic (SM) level optimizer product. In August 2023, RealDefense LLC /IOLO began billing my credit card that was on file for a promotion of their System Mechanic Ultimate Defense (**) product, which according to them included a $19.95 monthly charge for '24/7 Support.' On 27 Dec 2023 I called RealDefense LLC /IOLO asking why they are charging my credit card and I asked for a refund. They refunded me $19.95 for the December charge, but would not refund me for approximately $60 for the prior months. Plus they think I purchased 2-years of this ** product.I personally do not believe that I signed up for nor installed their ** product. *** Cable provides me with antivirus and I would never agree with a $19.95 monthly charge for technical support.27 Dec, they assigned a ticket #****** which is "escalated." I have called in 2-3 times since the 27th. Each time, a new support person has to go through a lengthy explanation about my issue and then they accuse me of ordering ** and that I didn't read the fine print about the monthly $19.95 charge. Each time I call in they say someone will call or email but no resolution!Per their request I provided my SM activation code which should show my long customer history at the System Mechanic level, but they can't see any of my history under either of my email addresses. And, this activation code is now associated with the ** and I look to them as a new customer since August 2023. - Might have something to do with RealDefense having bought out IOLO.- Note this ** that is now on my PC has continuous popups asking me to purchase ** HELP, I need a resolution.A) Refund the ~$60 that they charged my card since August.B) No more charges, leave me at Ultimate Defense for the remaining 598 days remaining.C) No more charges, get me back to System Mechanic level for the remaining 598 days remaining.**Delete my card #Business Response
Date: 01/31/2024
*********************
**********************************************************
1/30/2024
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 29, 2023, as we only received this complaint on January 24, 2024.
Our records indicate that on February 17, 2022, you purchased, a 6-month license for ********************** System ***************** for a total cost of $9.95 which would auto-renew every 6 months at the that price plus any applicable sales tax unless you contact customer service to cancel prior to the renewal date. This order was placed using a different email address ******************** than that included with your BBB Complaint. We regret if this subscription was not located when you contacted us previously and apologize for any inconvenience this might have caused.
The System ***************** license was renewed as scheduled on August 9, 2022,and February 17, 2023. Each renewal was at a cost of $10.81 (including $0.86 ** sales tax). This equals a total cost of $31.57 for the license and renews of System ***************** from February 17,2022 until August 15, 2023 ( 1 years).
On August 15, 2023, your System ***************** license was cancelled prior to renewal.
On August 21, 2023, our records indicate a purchase of a special promotional offer of a 2-year license for ********************** System Mechanic Ultimate Defense for a total cost of $21.71 ($19.99 plus $1.72 ** sales tax) with automatic renewal. 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. 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. The email provided for this purchase is the same as you provided with this complaint ********************. 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 ************************* renewed monthly as scheduled for four months, September 21, 2023, through December 21, 2023. A charge of $19.95 was billed each month when the license renewed per the terms of the purchase.
On December 21, 2023, per your request,your ******** 24/7 ************************* was cancelled. The purchase and billing were explained. As a courtesy and exception to the terms of your purchase which states monthly and annual subscription fees are not refundable, a refund of $19.95 was issued. Your request to reactivate the System ***************** was forwarded to tech support. An email cancellation confirmation of the ******** was sent. Also, per your request, the initial order confirmation email from the August 21st purchase of Mechanic Ultimate Defense was resent.
While we do make every effort to ensure our technicians are able to resolve each ticket in a timely fashion,there are times when we do have a higher-than-average turnaround time; we understand how frustrating this can be. Per our records a technician spoke with you on December 22nd. The pop-*** were explained, and a System Mechanic Ultimate Defense license was confirmed already active on your system since August 21st. It was explained that this would not have been upgraded without your permission or acceptance of an offer and download. When you ask about removal of your credit card you were referred to the billing department.
We regret at this time we have not yet been able to reactivate the System ***************** license. Just to note, the System Mechanic Ultimate Defense license includes all the services that are a part of the ***************** plus 6 additional services. Also,your initial purchase of System Mechanic Ultimate Defense at the promotional discounted price for 2 years ($21.71) is half the cost of 2 years of the System ***************** 6-month license with renewals that you had previously purchased. The total cost you paid for the license and renewals of System ***************** from February 17, 2022,until August 15, 2023 (1 years) was $31.57.
Your iolo System Mechanic Ultimate Defense remains active until August 17, ****, 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.
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, additional refunds totaling
59.85 for the remaining 3 months of the ******** 24/7 Service renewals have been issued. Please allow 3 5 business days for the credits to post.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:01/18/2024
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.
A Product Auto renewed and I hadnt't realized, I didn't want the product to continue. I contacted the company Today ***** (within 12 days of the autorenewal_ regarding the charge for the annual renewal of the Product System Mechanic Ultimate Defense for which I was charged $ ***** on 12-5-23 and I was told I would be unable to get a refund or even a prorated refund after chatting online with a ********************* on their live support- - Though they do say they will prorate a refund + 15% fee on their Sales policy site- see link below. This is extremely bad business and I want to get at least partial refund for this basically useless software I don't need!My personal cell is ************ Sales policy site- **************************************************************************************************************************************************************************************************************************************************************************************************************************************.Business Response
Date: 01/30/2024
*************************
3 ***********
*************, ** 12540
Date 1/25/2024
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 17, 2023, as we only received this complaint on January 18, 2024.
Our records indicate that on December 5, 2022, you initially purchased, a 1-year license for our ********************** System ***************** for a cost of $19.98 (plus $1.62 ** Sales Tax); then were offered and accepted an upgrade to our System Mechanic Ultimate Defense for a promotional discounted price of only an additional $15.00 (plus $1.22 ** Sales Tax). This purchase included an annual auto-renewal of the System Mechanic Ultimate Defense license at the regular price of $79.95 (plus any applicable sales tax) unless you contacted customer service to cancel prior to the renewal date. Information regarding the terms of purchase and annual 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. In addition, a notice of any pending annual renewal is emailed 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. We regret if you found the offer unclear in any way.
Since we received no request to cancel the subscription prior to the scheduled renewal date, your System Mechanic Ultimate Defense license was renewed for ****** at a cost of $79.95. on December 5, 2023.
On December 17th,we received your phone inquiry regarding the billing. Per your request your System Mechanic Ultimate Defense license was cancelled. You were informed that the renewal fee was not refundable. You are correct that our Sales policy does state that a refund can be requested within thirty days of the purchase date, but this refers to the original purchase: Refunds will only be made for the original purchase price, less a 15% processing fee. You will find under the Terms of Service/End User Agreement that the policy also 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. In exception to the terms of your purchase a full refund of $79.95 has been issued. Please allow 5 7 business days for the funds to post.
Your System Mechanic Ultimate Defense license remains inactive with nothing further to be billed.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:01/18/2024
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 Nov. 16, 2023 I purchased a year of System Mechanic computer utilities for $42.95. This was successfully installed and did what it was supposed to do for a couple weeks. On December 11 I received a message offering an additional year of System Mechanic for $14.98, which I paid for. Both receipts mentioned a free month of ******** **** technical support. However, neither stated that the ******** service would automatically begin charging after a month. Luckily they sent me a cheerful welcome to their service, which alerted me to their taking money from my account each month. Since their website does not link to any account information, I had no way of confirming anything. I tried to call the phone number given (in ******) but no-one answered other other than a recording trying to upsell me to some other program. The phone message urged me to try their chat service - but there was no standard chat box, just a box that looked suspiciously like what one uses to give remote access to one's computer to someone else (i.e., they might have had access to my computer). Given the opaque nature of their services, the scammy way the tech support was added in, and an online warning from another company claiming to be Iolo that this one was a scam, I decided to cancel the whole thing, and removed it from my computer. They are clearly not trustworthy. Better Business might note that their high rating with you is based on a number of documented complaints counterbalanced by a much larger number of very positive reviews (who bothers to write positive reviews on BBB?) - many of which were submitted on the same days. Sounds questionable to me! Anyway, if possible I would like to get my money back, since I think it was obtained under false pretenses.Business Response
Date: 01/30/2024
***************************
*******************************************************************-2939
Date 1/25/2024
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 17, 2023, as we only received this complaint on January 18, 2024.
Our records indicate that on November 16, 2023, you purchased a 1-year license for our ********************** System ***************** for a total cost of $42.95 (including $3.00 OH Sales Tax)with automatic annual renewals. 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. 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.
More specifically the shopping cart for the offer you purchased stated: Your System ***************** will automatically renew yearly at the annual price of $49.95. 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. 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 *************) or via online chat, email or contact form. We regret if you found the offer unclear in any way.
On December 11th, as you stated, you accepted an offer of a one-year extension for the System ***************** license at a cost of $14.98. This purchase moved the renewal date to November 16, ****.
On December 16, 2023, we attempted to renew your iolo ******** 24/7 Technical Support as scheduled but the request for payment was declined by your credit card. The subscription was cancelled at this time.
Our refunds and returns policy states that iolo must receive a request for a refund with an explanation of dissatisfaction by telephone or email, within thirty (30) days of the purchase date. Refunds will only be made for the original purchase price, less a 15% processing fee. While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. Although we have no record of any other contact received in reference to your account or since the date of purchase prior to receipt of your Better Business Bureau complaint. As your complaint was submitted to the BBB on December 16th (day 30 since your initial purchase) as an exception to the terms of your purchase, refunds totaling $57.93 have been issued. Please allow 5-7 business days for the funds to post.
We regret to hear that you may have encountered a possible scam site when attempting to reach us. A few things to note about reputable Tech Support companies:
Inbound Calls Only Tech Support Agents will never call you unless you requested a callback.
Fake Phone Number Iolo/************* will only call you from a number that you can call back. Contact numbers are available on our website.
Open for Business Iolo/USTech Support has been in business for over 10 years.
Bank Account Information **********************/USTech Support will never ask for your bank account information. The scammers will use this information to steal your money while claiming they are going to deposit a refund.
Remote Computer Connection Iolo/USTech Support will never ask to connect to your computer unless you request it first.
Per your request, your System Mechanic Ultimate Defense license has been cancelled. Nothing further will be renewed or billed.
Please contact **************** toll free at?************** if you have additional questions.?
Sincerely,??
****************?
Contact Center Operations?DirectorCustomer Answer
Date: 02/08/2024
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:01/18/2024
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 was charged on 12/8/2023 for a service I did not ask for. $26.95. I noticed the charge in my email today 12/10. I called the company Iolo and requested an explanation. They canceled the service I did not ask for and offered a refund. I checked my bank account back a year ago and found a similar charge on my account. It does not however say who it was from. I checked my email from a year ago and found no emails from them at that time. I do not know how long this has been going on. That is what I am complaining about. How long this has been going on? I can't see that for myself. I also don't expect anything to happen about that.Business Response
Date: 01/30/2024
***************************
35 **********.
***********, ** 88061
Date 1/25/2024
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 10, 2023, as we only received this complaint on January 18, 2024.
Our records indicate that on July 27,2022, you purchased, a 1-year license for our ********************** Malware Killer for a total cost of $24.95 which would auto-renew annually at the that price plus any applicable sales tax unless you contact customer service to cancel prior to the renewal date. This order was placed using a different email address ********************** than that included with your BBB Complaint.
Our records indicate that on December 8,2022, another purchase of the iolo Malware Killer was processed for a total cost of $24.95 which would auto-renew annually at the that price plus any applicable sales tax unless you contact customer service to cancel prior to the renewal date. This license was tied to the email address provided with your BBB complaint. The previous license purchased in July was inactivated. Information regarding the terms of purchase and annual renewal is provided in the online shopping cart prior to any personal information being entered. These terms are also included in an order confirmation email. We regret if you found the offer unclear in any way.
Since we received no request to cancel the Malware Killer license prior to the scheduled renewal date, it was renewed for 1-year at a cost of $26.53 (including $1.58 ** Sales Tax) on December 8, 2023.
On December 10th, we received your phone inquiry regarding the billing. Per your request your Malware Killer license was cancelled. As a courtesy and exception to the terms of your purchase which states monthly and annual subscription fees are not refundable, a refund of $26.53 was issued.
We appreciate your feedback, as we strive to provide the highest quality products and service.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
Morgan M.?
Contact Center Operations?DirectorInitial Complaint
Date:12/28/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged a renewal on 11/29/23 for software that I haven't used in a year and had no idea there was an automatic renewal. I called to stop any further renewals and get a refund, but customer service rep refuses to refund renewal charge.Business Response
Date: 01/19/2024
*****************
********************************* G
*******, ** 91506
Date 1/04/****
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 2, 2023 as we only received this complaint on January 1, ****.
Our records indicate that on September 13, 2022, you purchased a 1-year subscription for our iolo Search and Recover at a total cost of $14.96 with automatic annual renewal. In addition,on November 29, 2022, you purchased a 1-year license for our ********************** System Mechanic Ultimate Defense at a promotionally discounted total cost of $9.95 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. 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 December 21, 2022, your iolo ******** 24/7 Technical Support was cancelled per your request.
The renewal of your iolo Search and Recover subscription was delayed until June 28, 2023, at which time it was renewed for a total cost of $14.96. This subscription remains active and is scheduled to renew June 28, ****, at the regular price of $14.96 (plus any applicable taxes) unless you contact customer service to cancel prior to the renewal date.
Since we received no request to cancel the iolo System Mechanic Ultimate Defense license prior to the scheduled renewal date, it was renewed for 1-year at a cost of $79.95 on November 29,2023.
On December 2, 2023, per your request the iolo System Mechanic Ultimate Defense subscription was cancelled but no refund was issued as our policy does 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 an exception to the terms of your purchase, a refund of $79.95 has been issued. Please allow 3-5 business days for the funds to post.
Please contact **************** toll free at?************** if you have additional questions.?
Sincerely,??
****************?
Contact Center Operations?DirectorCustomer Answer
Date: 01/29/2024
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:11/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
7-11-2023, 8-11-2023 and 11-13-2023. The first purchase was authorized, but the latter two were not. No product was made available at the company website, software, product activation codes, order confirmation emails, tech support - NOTHING. I was asked by email to provide invoices but the company never provided any for what it claims is not in the company record, namely said orders. If it checks with its accounting department to determine end destination of the [UNAUTHORIZED] debits from my bank account, the money is probably in there account. Conveniently, the company insists that I provide invoices to prove orders that I did not authorize. In effect, no paper-trail covers a virtual theft from my account by **********************. I requested a full refund. This request stands unchanged. Enclosed are the PDFs of TRUIST bank records indicating without doubt iolo's unauthorized debits of my bank account.Business Response
Date: 11/22/2023
*************************
413 1/2 ***********
******, ** 25064
Date:11/22/2023
Complaint ID: ********
*********************************
Dear ****************
Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We regret that we are unable to assist you when you called customer service. Since we were unable to locate an account that reflected the information you provided at that time. We have now located your account with the additional information you provided with this BBB complaint. It appears when you placed your initial order on July 10, 2023, your information was entered incorrectly; first and last names were reversed, and the email provided had letters transposed (@gamil.com instead of @gmail.com). As an incorrect email address was on file no emails would have reached you.
Our records indicate that in July you purchased a 1-year license for our ********************** System Mechanic Ultimate Defense at a promotionally discounted total cost of $9.95 with automatic annual renewals for the regular price plus any applicable 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.
Since no request for cancellation was received prior to the scheduled renewal dates, the iolo LiveTech 24/7 ************************* was renewed automatically each month for $19.95 (plus $1.20 ** Sales Tax) until November 10th.
As a gesture of goodwill refunds totaling $42.30 have been issued in 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. In addition,your LiveTech 24/7 ************************* has been cancelled so you will see no additional monthly charges for this subscription. Your 1-year license for our ********************** System Mechanic Ultimate Defense remains active and will auto renew on July 10, ****, for the regular price of $79.95 plus any applicable sales tax unless you contact customer service to cancel prior to the renewal date. Your email address has been updated to correct spelling errors. For future reference your account history,including the still active System Mechanic Ultimate Defense subscription, can now be located using *******************
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:11/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of the transaction: 04.07.2023 Amount: $63,94 using a Paypal transaction Product: iolo System Mechanic Ultimate Defense 1-year through RealDefense LLC I was unable to stop an automatic renewal. The service support number provided was unresponsive. All support information on the website (***************************************) concerning "How do I change my automatic renewal option?" and "How do I sign into my iolo Account?" are not possible to use as the "My Account" access found does not exist as described. Attempting to login under the account website ***************************************myaccount/ generated no response.The provider has shown no interest in contacting me or resolving the problem.Order Nr. *******Business Response
Date: 11/29/2023
********************
Tschenwiese 43
************, DEU 51702
Date:11/22/2023
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 indicate that on July 4, 2022, you purchased a 1-year license for our ********************** System Mechanic Ultimate Defense for a total cost of $63.94 with automatic annual renewal unless you contact customer service to cancel. 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 unless canceled. 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 August 3, 2022, per your request, your LiveTech 24/7 Technical Support subscription was cancelled. Your 1-year license for ********************** System Mechanic Ultimate Defense remained active.
Since no request for cancellation was received prior to the scheduled renewal date,your iolo System Mechanic Ultimate Defense subscription was renewed automatically as scheduled on July 4, 2023, for $63.94.
We regret to learn that you had issues contacting our customer service team recently as well as logging in to your account. Our website offers options to contact us by phone, or chat. The ******************************************** site includes options for resetting password as well as setting up initial online account access. We regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue. Our records reflect that the email tied to your account differs from the email address provided with your BBB complaint. Since the email address provided with your initial order is required to sign-in, if a different email was used that would have created issues resulting in no response.
Per your request your iolo System Mechanic Ultimate Defense subscription has been cancelled and your account closed. You will see no additional billing.
Per the terms of your order, software purchases are eligible for refund within 30 days of the initial purchase date. Monthly and annual subscription fees are not refundable.
If you need further assistance, please contact **************** toll free at?**************.? Or send us a message via the ********************************************** website.
Sincerely,??
****************?
Contact Center Operations?Director
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