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Business Profile

Computer Software Developers

MacPaw

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

Customer Complaints Summary

  • 26 total complaints in the last 3 years.
  • 15 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/02/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Amount of Money Disputed: $39.99 On April 1, 2025, I subscribed to CleanMyMac through the Apple App Store, under a plan that was advertised as a 7-day free trial with a money-back guarantee. However, instead of providing the free trial period, the company immediately charged me $39.99 for a full year.Upon noticing the charge, I contacted CleanMyMacs customer support to request a refund. They informed me that they do not control the refund process and that I must submit a detailed request to *****. This contradicts their advertised money-back guarantee, which suggests they should process refunds directly.I believe this is misleading advertising, as customers are led to believe they have a trial period and a guarantee, but in reality, they are charged immediately with no direct refund option from the company. I am requesting a full refund of my $39.99 charge.I contacted CleanMyMacs customer support, but they refused to assist with the refund and directed me to *****. And I guess its up to Apples unknown discretion where I WILL get a refund or NOT. ***** ADVERTISING AND ****. I am attaching my subscription confirmation email, receipt, and communication with CleanMyMacs support team.

  • Initial Complaint

    Date:04/01/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    MACPAW CLEANMYMACX continues to debit my account for a long ago canceled subscription.

  • Initial Complaint

    Date:03/21/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I've written many emails and have not received a response to my issues with Macpaw, and I hope you can help **** recently realized that I have been being charged for SIX subscriptions to Gemini, which I did not order (perhaps some glitch on their end) and have never used. One single subscription and one for five MacBooks (I only own two and never ordered multiple subscriptions)I've tried to cancel in the portal and always get an error message I've sent emails, left messages through the customer portal, and even left a message on Instagram and ********. I got emails saying they would "be in touch" but never got a follow up.Their "live chat" does not work, and the number they provided for 24/7 service does not work either ("no representatives are available right now."). I would like to cancel my account and make sure this company never charges me another cent.These are shoddy business practices and I am appalled.

  • Initial Complaint

    Date:01/14/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I continue getting charged by this company **********. Every year I keep getting charges for different softwares, that I do NOT purchase for years! This company took my information, and takes it upon themselves to charge me a few times a month, and a few times a year to continue renewing subscriptions from 5 or 6 years ago. I call this company, they tell me everything is cancelled, and refunds are issued, but then they charge me again the next month, and sometimes I don't even realize it until a few months later as I go through my statements. There is no way to call this company directly, and I keep getting the run around through Bot Chats, and through various emails. I am currently seeking refunds for unauthorized purchases that they claim they cancelled, but they did not refund me. They have me on a plan that I never bought, and don't use. I want my refund, I do not want this product.

  • Initial Complaint

    Date:01/07/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I've been a subscriber for years. After upgrading a computer on 12/30, I deactivated my Clean My Mac X on an old iMac. I wanted to activate it on my newer MacBook, but there is no activation option. It looks like my MacPaw account was using an old email that is no longer valid or accessible ***************** I've asked in three separate customer support emails and chats to please help me update my email and also get the rest of my annual subscription up and running on my the MacBook. I received a template response that did not address the incorrect email and still cannot get my license for the software transferred to my computer. I took a screenshot of my activation info on the iMac being retired so I have that info but still no response from the company, and now my license is going unused and expires in March.

  • Initial Complaint

    Date:01/04/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Terminated service before end of paid subscription.

  • Initial Complaint

    Date:12/25/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 online for a software that would help eradicate duplicate files. Was led to the macpaw cleanmymac software. it said free trial and money back guarantee. I tried to download the software and it would not download on my older mac. I cancelled the subscription and was still charged. I never used the software as it would NOT download. I tried contacting the company several times and to no avail. They never respond with a solution.

  • Initial Complaint

    Date:12/11/2024

    Type:Product Issues
    Status:
    Unanswered
    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 one-year license that was advertised with a ****** refund window. I found I wasn't using it as much as expected, and thus cancelled in the requisite timeframe, receiving immediate confirmation that the cancellation had been processed. A week or so later when I did not see a refund on my credit card I emailed them, at which point they glibly informed that that cancelling within the 30-day window DIDN'T actually entitle me to a refund; I would have had to get in touch with them to request a refund verbally or in writing within 30 days and of course, because I had already been waiting for the refund that 30-day window had by then closed. Absolutely despicable misrepresentation of the terms of purchase.

  • Initial Complaint

    Date:11/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 the CleanMyMac X software 5 seat license (initial order $107.96 for a 2 seat license in June 2024, then upgraded to 5 seats for additional $64.91 in August 2024.) I understood this to be a one-time purchase for the current version.Then in late October / early November 2024, a new major version of CleanMyMac is released. Unfortunately MacPaw does not consider it reasonable to upgrade recent customer purchases of their old software for free. Instead they offered me a "special" discount that costs $150+ more.Many other small software businesses elect to upgrade new/recent customers who bought the "old" version for free since there was no way for those customers to know a new version was imminent and it's unfair to require them to pay again to maintain their software in such a short period of time. MacPaw does not see it that way. An extended conversation with their support went in circles around their policy and that I can elect to upgrade with the discount. As they stated, the discount matches "what I already paid." They fail to recognize that this amounts to paying 2x as much to maintain updates on software owned for only a few months. My efforts to get help from email support were redirected back to the online chat, giving me the run-around.Not everyone wants subscriptions, but customers making very recent purchases of permanent licenses should be given better care with the situation of releasing a new major version of software. I now own something for a net total time of ~4 months that will no longer be maintained by the vendor, and their only remedy is to uncharge me for additional money under a "discount."MacPaw's stance is that I can continue to use the old version, even though they will no longer be maintaining it. This would be acceptable had I owned the software license for 9-12 months, not 4 months.

  • Initial Complaint

    Date:10/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 3/6/2010 I purchased a "lifetime" license from ********************** for the software product CleanMyMac. Since that purchase, MacPaw has honored this license three times, upgrading the software to versions 2, 3 and X Recently MacPaw introduced a new version of CleanMyMac names simply "CleanMyMac". Despite requests via email, online chat, and on the ******** pages of both MacPaw and the CEO, MacPaw refuses to honor this license for the newest version. I purchased this "lifetime" license in good faith expecting to receive a new version of CleanMyMac when introduced. MacPaw is not honoring the license I purchased in good faith.

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