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:10/19/2023
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.
**************** sells a software named System Mechanic. They clearly market the software as an anti-virus package. Nowhere in the advertisement does it say that there are automatic monthly payments involved. They continued to charge my PayPal account for a year before I noticed these fraudulent payments. When I disputed the claims, they promptly refunded payments only for the last 60 days but refused to acknowledge the fraudulent nature of the business or refund the rest of the charges. The business operations are fraudulent and further action is needed.
Business Response
Date: 10/25/2023
***************************
******, ** 93619
Date: 10/19/2023
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 make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic software. The majority of the System Mechanic software offers renew yearly but each does include a one-month promotional free trial of our ***************** which does renew monthly if not cancelled prior to the renewal date. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart prior to any personal information being entered. These terms are also included in your order confirmation email.
Unfortunately, we are unable to locate your System Mechanic subscription with the information you provided. In order for us to review your concerns we will need the email address that was used when the service was purchased, as well as the name and full address tied to your order. Once we receive this information, we will take immediate action on your behalf. When you locate this information, you may forward it to the Better Business Bureau of ********, ** in the form of a Rebuttal to your complaint filed on October 15, 2023. Thank you for your understanding in this matter.
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:10/12/2023
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 emailed their support prior to the renewal date requesting it be canceled because I was unable to login to my account for whatever reason. . However, it was still renewed and I was still charged. I emailed two more times. I never received a response so I used the live chat option from their site and was assured it was canceled. I received a confirmation of cancellation with a timestamp of Oct 1 at 3:03 am. I never received the refund after waiting several days. I reached again and was told I would not receive a refund. Its a continuous cycle of run-around so you arent able to cancel in time. It really feels like a scam with their customer service support.Business Response
Date: 10/18/2023
***********************
******************************
*****, ** *****
Date: 10/16/2023
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.
Our records indicate that on August 14, 2022, you purchased a 1-year license for our ********************** System Mechanic Ultimate Defense at a promotionally discounted price of $39.97 with automatic yearly renewal at the regular annual price of $79.95 plus any applicable sales tax. The license was extended until October 1, 2023, at no additional cost.
On October 1, 2023, the subscription was renewed as scheduled for a total of $79.95.
On October 4, 2023, per your request your subscription was cancelled. As an exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable, a request to refund the renewal cost was submitted.
On October 12, 2023, a refund of $79.95 was issued. Please allow 3 5 business days for the funds to post.
Your subscription remains cancelled,?and nothing further will be billed to you.If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
Morgan M.?
Contact Center Operations?DirectorCustomer Answer
Date: 10/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:10/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received an email from Iolo, that I would be charged $79.99 in two days for a subscription renewal I did not request and I have no way of turning it off. I dont want a subscription from whoever Iolo is.Business Response
Date: 10/18/2023
***************************
************************* Apt B
*******, ** 44857
Date: 10/12/2023
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.
Our records indicate that on March 11, 2022, you purchased a 2-year license for our ********************** System Mechanic Professional at a promotionally discounted total cost of $15.98 with automatic renew scheduled March 11, ****, for the regular price plus any applicable sales tax.
On October 10, 2023, per your request the subscription and auto renewal were cancelled.
This is the only purchase we located associated with the address and email provided in your BBB complaint. If you have purchased other iolo products in the past using a different email address, please contact **************** toll free at?************** for further assistance.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:10/09/2023
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.
My subscription for System Mechanic Ultimate Defense was automatically renewed despite my request (via selecting that option online) in the past for this option to be deactivated. Since in the past I had "extended time" voluntarily on an existing subscription, for a "special offer" rate, I expected my previous choices to be honored, however I was informed that I could not have done this, because there is no current option offered online to opt out of automatic renewal, and since there was no record of my "cancelling my subscription", there was no way to get a refund. In addition, I had recently received an offer to extend time for only $9.95, (and even the product price on the website is less than what I was charged). I was made to feel dishonest when I was informed that the website options do not allow an opt-out for auto renewal without actually cancelling the subscription on the spot. Pointing out that the option did exist in the past did not help. Regardless of how this misunderstanding occurred, it was not my intention to have to cancel. The agent cancelled my subscription without my asking, so that it would not renew next year, and said they could do nothing else about the current year due to company policy. I explained my concerns to support via email, and was only told "we are sorry to hear you wish to cancel with us". I had never even requested cancellation, I would have preferred extending time for the special rate. Apparently this offer was "one-time" and since they already have my money, I was simply shown the door with a robotic form letter, rather than given a price adjustment or refund.Business Response
Date: 10/13/2023
***************************
3545 ***********************
*******, ** 98503
Date: 10/12/2023
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.
Our records indicate that on July 27, 2022, you purchased a 1-year license for our ********************** System Mechanic Ultimate Defense at a promotionally discounted total cost of $49.95 with automatic yearly renew for the regular annual price plus any applicable sales tax. The license was extended until September 29, 2022, at no additional cost: the automatic renewal was cancelled.
On September 29, 2022, you purchased a special offer of a 1-year license for System Mechanic Ultimate Defense at which time a promo code was applied for a $70 discount resulting in a total cost of only $10.86 (including $0.91 WA sales tax). This purchased included automatic yearly renew for the regular annual price of $79.95 (plus any applicable sales tax) unless you contact customer service to cancel prior to the scheduled renewal date. We regret if you found the terms of the offer unclear in any way.
On September 29, 2023, your iolo System Mechanic Ultimate Defense license was renewed at which time you were billed a renewal cost of $87.23 (including $7.28 WA sales tax).
On October 6, 2023, per your request to stop future auto renewal your subscription was cancelled. We apologize for any miscommunication that resulted in the cancellation of the service which was not your intention.
As a courtesy in exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable a refund of $87.23 has been issued. While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. Please allow 3 5 business days for the credit to post
Your 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?DirectorInitial Complaint
Date:09/26/2023
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 cancelled a subscription with the company for a product on 12/02/2020 with an email confirmation. The company reactivated my account and set up an automatic yearly payment where they charged me for 2021, 2022, 2023 without my consent. I spoke with someone who referred me to customer service. After emailing customer service the company has not gotten back to me.Business Response
Date: 09/29/2023
***************************
100 ***************
***** ** 78621
Email: ************************
9/28/2023
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.
Our records indicate that on October 31, 2020, you purchased a 1-year license for our MyCleanMac Software 1 Year License at a cost of $19.99 with automatic yearly renewal for $19.99. This purchase also included a promotional one-month free trial of our MyCleanMac ******** 24/7 ************************* which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel. The terms of your purchase were included in your confirmation email. We regret any confusion that *** have resulted.
Our records indicate the first monthly renewal of the MyCleanMac ******** 24/7 ************************* renewed on November 30, 2020, for a total cost of $19.95.
Our records indicate, on December 2, 2020, you contacted customer service and cancelled the MyCleanMac ******** 24/7 *************************. You were refunded $19.95 for the November 30, 2020, charge.
Our records indicate on October 31, 2021, we attempted to renew your 1-year license for our MyCleanMac Software 1 Year License at a cost of $19.99. Unfortunately, the payment method on file failed to process and your 1-year license for our ********************** System ***************** was cancelled.
Our records indicate, on February 17, 2022, you purchased a 1-year license for our ********************** System ***************** for a total cost of $29.95. On September 5, 2022,your 1-year license for our ********************** System ***************** for a total cost of $31.75 (includes $1.80 tax) was updated and set to renew yearly for $29.95 (plus tax). The terms of your purchase were included in your confirmation email. We regret any confusion that *** have resulted.
On September 5, 2023, your 1-year license for our ********************** System ***************** renewed for a total cost of $31.75 (includes $1.80 tax). Per your request this license has been cancelled.
In an effort to fully resolve this matter, a refund of $31.75 has been issued back to the payment method on file. Please allow 3-5 business days for this refund to be reflected in your financial statements.
Since all of your subscriptions have now been inactivated there will be no additional charges unless you choose to order again in the future.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
****************?
Contact Center Operations?DirectorCustomer Answer
Date: 10/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:09/07/2023
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.
They took money out of my account through auto pay and I didnt set up auto pay they automatically took it out . I contacted them told them I havent even used the product and had no idea it was on auto pay and they pretty much said sorry about your luckBusiness Response
Date: 09/11/2023
*********************************
3708 *********
Fairfield Township, ** 45011
Date: 09/08/2023
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 August 28, 2022, you purchased a 1-year license for our ********************** System ***************** at a promotionally discounted total cost of $21.28 (including $1.30 OH Sales Tax) with automatic yearly renew for the regular annual price of $49.95 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. The terms of your purchase were included in your confirmation email. We regret any confusion that *** have resulted.
On September 28, 2022, your iolo ******** 24/7 Technical Support was renewed at which time you were billed a total renewal cost of $21.25 (including $1.30 OH sales tax). Per your request this monthly subscription was cancelled October 26, 2022. Your iolo System ***************** license remained active.
Your ********************** System ***************** 1-year license was renewed as scheduled on
August 28, 2023, for a total cost of $53.19 (including $3.24 OH sales tax).
Your iolo System ***************** subscription has now been cancelled, in accordance with your request. In addition, as a courtesy in exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable a refund of $53.19 has been issued. While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. Please allow 3 5 business days for the credit to post
Your 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: 10/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
Date:08/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went through my account yesterday and saw that I was charged $79.95 for System Mechanic. I have never paid that much before and I did not know that I was on recurring billing. I am ***** of companies that have these type of business practices where they seem to 'pull a fast one' on their customers. I am certain that this company has had other complaints about this practice. The most I have paid for this service is $19.95. I would like a refund of $60.Business Response
Date: 08/30/2023
*******************************
***************************************
*********************************
Date: 08/30/2023
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 May 28,2022, you purchased a 1-year license for our ********************** System Mechanic Ultimate Defense Software at a promotion discount total cost of $9.95, which included automatic yearly renew for the regular annual price of $79.95 until cancelled.
On May 28, 2023, your iolo System Mechanic Ultimate Defense Software subscription was renewed at which time you were billed a renewal cost of $79.95.
Our records indicate that per your request on August 10, 2023, your iolo System Mechanic System Mechanic Ultimate Defense subscription was cancelled.
As a gesture of goodwill, in an effort to fully resolve this matter, a refund of $60 has 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. As procedures vary, you may wish to check with PayPal for any inquiries on the timeframe for credits to reflect.
Your iolo System Mechanic System Mechanic Ultimate Defense subscription remains cancelled; nothing further will be billed.
If you need further assistance,please contact **************** toll free at?**************.?
Sincerely,??
Morgan M.?
Contact Center Operations?DirectorInitial Complaint
Date:08/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for a month by month payment plan of $20 for "*********". Not only does this software not actually do anything, but I was told when I called to cancel that I was locked into a year of payments and they wouldn't cancel it. There was nothing indicating I was in a year long contract when I signed up. I don't want my money back, I just want to delete the software and not be charged $20 a month for a useless product.Business Response
Date: 08/30/2023
*******************
**********************
Apt 10a
********, ** 10036-3831
8/25/23
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.
Our records indicate that on March 22, 2023, you purchased a 1-year license for our ********* Software, for a total cost of $19.99; this purchase included a 30-day free trial of our ********* ******** 24/7 Technical Support, which would renew at the regular monthly price at the end of the trial period unless cancelled. The terms of your purchase were included in your confirmation email. We regret any confusion which resulted.
As requested, your services were cancelled on August 6, 2023. Please be advised that our toll-free **************** number is **************, however there may be restrictions with international phone carriers.
If you need further assistance, please contact **************** via our Live Chat Support at iolo.com.????
Sincerely,??
****************??
Contact Center Operations?DirectorInitial Complaint
Date:07/24/2023
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 purchased a copy of System Mechanic for my laptop in May. I used it with my old computer in the past, and it was good. It didn't seem quite as effective this time, but that wasn't the problem. On June 9th, I was sent an email that my customer support subscription would be renewed the next day. I did not see anything about a subscription when I ordered, and promptly called to cancel. When I called, the agent told me that it was some sort of glitch with the old account and not to worry-I would not be charged. The next day (6/10/23) there was an email receipt for $21.15 to renew. I called again, and was told that the refund would take 2 weeks. It did not come. I called again, and was told that I would need to talk to the "escalation department". They were supposed to call back and did not. I had them completely close my account, because I couldn't find how to do that online. Still no refund 6 weeks later. Total scam. I will never use them or recommend them again.Business Response
Date: 07/24/2023
Hello!
We apologize for the poor experience and will make sure the refund is processed.
Customer Answer
Date: 07/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:07/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
hello. I wish to file a complaint with the bbb regarding a software company. I have been using website superanti spyware since the late aughts around 2006. I have been a regular Paid subscriber since at least 2010. I made the mistake of calling for Tech support not realizing the company was sold this year, to a shady company called Real Defense. se.This company is out to extort money from unwitting subscribers. They are not based in ****** but run by a russian mafia man by the name of ************************* I allowed an employee to have remote access to my PC desktop to fix my tech issue. Huge mistake. After it became apparent this outsourced worker from another country had zero IT experience or expertise and said someone would contact me in a couple of hours I was immediately suspicious. The employee by the name of ************************** said I would need to pay 199 usd to recover my computer. I knew right away this was a ransomware extortion plot. I ended the session and unplugged my device from its power source. I then was forced to complete a system restore that took 5hrs after the virus attack. I was very upset by what used to be a reputable company.But after the acquisition in January 2023 are no more. Sadly, I can no longer trust them or allow myself to do business with this company. I was so frustrated I attempted to contact customer service. same thing they wanted to "sell protection" for 200 hundred clams. sorry but no way, ****! They are preying upon the innocent and elderly with their scams.RealDefense.se must be stopped. They have my data, telephone and name. which i am sure is now on the DarkWeb. The email they use is USTechSupport/ Zen Desk with an ip address based in *************. 192.161.149.35 The employee sounded like he was from *******. This company is taking advantage and comitting extortion.Business Response
Date: 07/24/2023
Hello, Sorry for the delay and we apologize for the poor experience. We will make sure the customer is assisted and refunds given as needed. Thank you for bringing this to our attention.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.