We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Computer Services

McAfee, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Services.

Complaints

Customer Complaints Summary

  • 652 total complaints in the last 3 years.
  • 127 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/07/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
    January 25, 2022 purchased LiveSafe for 1 year @ $47.80. November 26, 2022 received email stating they were going to auto renew for $149.99. December 26, 2022 received email from Paypal stating a payment of $159.36 was sent to McAfee LLC. January 4, 2023 called ************ canceling the virus protection effective 1/25/2023. January 4, 2023 received email confirming cancellation. January 25, 2023 received another email from McAfee offering protection for 2 years for $116.86, which I accepted. They were not supposed to charge the $159.36 one month prior to expiration of the contract. I called on 2/6/23, 2/13/23 and 2/28/23 asking for the credit of $159.36, to which each person said they would have to reinstate the account and then process the refund. They are playing games and told them if I didn't receive the credit within 5 days, I would contact the BBB. Please help me resolve this situation and put the refund back on my credit card. Thank you.

    Business Response

    Date: 03/29/2023

    Dear *****,

    This is ************************* again, with McAfee's Executive Customer Assistance Team.

    Thank you for speaking with me regarding your McAfee support experience, and bringing this matter to our attention. Again, we sincerely apologize for the inconvenience you endured while attempting to resolve this issue, and thank you for your continued patience.

    As discussed, a refund of $159.36 was processed back to your PayPal account on March 27. Generally, most customers receive their refunds within 5 business days after processing. If you do not see your refund reflected in your account by next week, please feel free to contact me directly.

    Sincerely,

    *************************

    Executive Customer Assistance Team

    **********************

    Customer Answer

    Date: 03/29/2023

     
    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:03/04/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 bought an online subscription for 5 devices. The *** service started eating up my internet data on my phones. I contacted support yet they weren't able to give me any help on the matter and the issue kept happening. Then around a month ago the subscription just stopped working. I've contacted them by mail plenty of times. Then they request you to reach on the phone, you stay waiting for hours, I've been transfered from "supervisor" to supervisor, each time waiting for 15 minutes to half an hour. Each one refers hes not in charge of the issue. The company's call center strategy is just to wear out the client until you give up.Its easy, my subscription for a year does not work anymore even though it was supposed to be valid till the end of 2023, I demand a full refund."Case number" 1-136248021

    Business Response

    Date: 03/27/2023

    Emailed customer confirming that his refund has been processed per his request.

  • Initial Complaint

    Date:03/02/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    McAfee sent me (by Email) a "subscription renewal confirmation", in the amount of $149.99, effective this date. I told them at least a year ago that I no longer wanted their service.

    Business Response

    Date: 03/17/2023

    Dear ****,

    This is ************************* again, with McAfee's Executive Customer Assistance Team.

    Per our conversation, a refund was issued on March 13 for the renewal of your McAfee LiveSafe subscription, and we have cleared your account from our records. If you have any additional questions or concerns regarding McAfee, please feel free to contact me directly.

    Sincerely,

    *************************

    Executive Customer Assistance Team

    **********************

  • Initial Complaint

    Date:02/28/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    bought McAfee computer virus protection on 2/20/23. Can't even sign in with any of the codes they give me. Cannot reach them by telephone as they wont take my password(computer does) they are in S.F. i think. They say 30 day money back but, i cannot even reach a person. Terrible experience. thank you, **** I don't know how to upload anything. please help.

    Business Response

    Date: 04/10/2023

    Dear **********************,

    My name is **************************  I am on the Executive Customer Assistance Team at **********************. I am sorry that I was unable to reach you to discuss your concerns.  

    If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am available Monday-Friday, from 8am to 5pm Central Time (US). If you would prefer to communicate by email, you may reach me at ****************************************

    Thank you for contacting McAfee.

    Sincerely,

    *************************

  • Initial Complaint

    Date:02/28/2023

    Type:Order Issues
    Status:
    Resolved
    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 sends me annual renewal notices when they know I am not a customer.

    Business Response

    Date: 03/02/2023

    Dear ****************,

    My name is ***************************. I am on the Executive Customer Assistance Team at **********************. Per your request,the auto-renewal feature has been turned off on the account ***************** If you no longer wish to use McAfee, you can uninstall the software to stop receiving messages.

    Please see my email correspondence for instructions on how to uninstall the software. If you have any further questions or need technical assistance, I can be reached using the contact details noted in that email.

    Thank you,
    ***************************
    Executive Customer Assistance Team

    Customer Answer

    Date: 03/07/2023

     
    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:02/27/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Bad customer service and it not work at all

    Business Response

    Date: 02/28/2023

    I spoke with the customer who just wanted to share his inconvenience.  Provided a Courtesy 6 months extension.

    Customer Answer

    Date: 02/28/2023




    Complaint: 19508960








    I am rejecting this response because:








    Sincerely,








    *******************








     If I got no virus why I have to keep reset my laptop can you email me ******************** 















    Business Response

    Date: 04/13/2023

    Emailed the customer, thanking him for the feedback as we try to improve customer satisfaction.

  • Initial Complaint

    Date:02/27/2023

    Type:Product Issues
    Status:
    Answered
    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 got an email from support desk ************************* Indicating that my membership renewed.!! Ref # No. 15Y50LVU Jan 27, 2023 at 11:45:43 AM To ******************** Hi! *********************************,We did it for you!!I year annual plan ***** Qty 1 unit price $321.88 I did not ever have a ***** account. I want them to take me off of their membership list.

    Business Response

    Date: 02/28/2023

    Hello **********************,

    My name is ***************************, and I am with the Executive Customer Assistance Team here at **********************. Based on your description, we suspect the email received is a phishing attempt using the McAfee name. The price mentioned is much higher than even our McAfee ******************* and we also don't have any home user products at that price point.

    Emails originating from McAfee will come from a sender with a "mcafee.com" domain, and our official support contact information can be found and verified at ********************************************************, I am unable to locate a McAfee account associated with your email address.

    Please see my email correspondence for more information. If you have any further questions, I can be reached using the contact details noted in that email.

    Thank you,
    ***************************
    Executive Customer Assistance Team

  • Initial Complaint

    Date:02/27/2023

    Type:Product Issues
    Status:
    Resolved
    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 discontinued my annual subscription with McAfee since my husband had a family subscription with MalwareBytes. They have sent me several emails trying to get my business back but after answering them, I had to block them and I removed their App from my laptop. Now I am getting pop up advertising throughout the day that invades my laptop while I am working. I tried to reach out to them to tell them to stop sending them and there is no phone number for them only an email address. They emailed back and said my request was solved. Three weeks later I am STILL getting these invasive popups intruding my privacy. See picture--they are very annoying.

    Business Response

    Date: 02/28/2023

     

     

     

     

     

    Sent email to the customer.

     

    Hello *******


    My name is *********************************** with McAfee Executive Customer Assistance Team.  We greatly apologize for any inconveniences we may have caused you, but I have received your case in regard to the pop-*** and would like to suggest that you uninstall the program from your computer if you haven't done so already, it states in your case that you removed the app, but in order to remove the program 100% from your computer you have to go into your control panel to uninstall from there.  Please feel free to respond to this email.

    Thank you for contacting McAfee.


    ***********************************
    Supervisor, Customer Service
    ***********************************************************************
    ****************

    Customer Answer

    Date: 03/01/2023

     
    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 as long as once I removed the apps/programs from my settings, they do not reappear again and I stop getting the pop-ups.  Time will tell.  Thank you for your response.

    Sincerely,

    *******************************

  • Initial Complaint

    Date:02/23/2023

    Type:Product Issues
    Status:
    Resolved
    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 called McAfee ************************** to request a full refund in the amount of $139.99. It hasn't posted at time of this complaint. My reference number 1-13565311. They were going to send to another department. I want them to follow up before it post's

    Business Response

    Date: 03/10/2023

    Dear ******,


    My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. I have received your case and would like to get in touch with you regarding your issue. I have tried to contact you by phone, but I was not able to reach you. 


    Please feel free to contact me directly at ************.I am in the office Monday-Friday, from 7am to 4pm Central Standard Time (US). If you do not wish to call, you can also reply to my e-mail. I look forward to assisting you.


    Thank you for contacting McAfee.


    Sincerely,


    *************************************
    Executive Customer Assistance Team
    **********************

    Customer Answer

    Date: 03/14/2023

     

    I will call ************************************* on Wednesday morning. My wife and I tried their resolution, however it stopped and gave us an error code.

    ******************** and ****

     
    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:02/23/2023

    Type:Billing Issues
    Status:
    Answered
    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 not notified that money would be taken out of my account for a subscription renewal. I do not want the service. If I had been notified, I would have cancelled. I called to cancel and the customer service person did not listen to me. He continued to tell me about the subscription and kept pushing it on me. I am concerned that they will keep billing me forever and taking my money for a service I do not need or want.

    Business Response

    Date: 03/02/2023

    Dear Ms. ***************** name is ***************************. I am on the Executive Customer Assistance Team at **********************. We have received your complaint and would like to get in touch with you regarding your issue. I have tried to contact you, but I was not able to reach you. Additionally, I am unable to locate a McAfee account associated with the email address provided in your complaint. 

    Please see my email correspondence for more information. If you have any further questions, I can be reached using the contact details noted in that email.

    Thank you,
    ***************************
    Executive Customer Assistance Team

McAfee, LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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.