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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

  • 27 total complaints in the last 3 years.
  • 16 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: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.

  • Initial Complaint

    Date:10/17/2024

    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 subscriptions to CleanMyMac from MacPaw several years ago - this product is meant to clear unneeded files from MacOS-based computers. Two years ago, I learned that their product may have affected my computer, and decided to cancel my subscription. The company has made this impossibly onerous, such that, two years later, I still have not managed to cancel it. First, they redirect subscription information to a website called **********, where you are meant to get information about your subscriptions. To do this, you must confirm your email address by receiving a email from them. Once confirmed you can see your subscriptions, but must again receive another email with a link to actually access those accounts Once at **********, you must log in to your email-based account to see subscriptions. There is no cancellation option there. Once you can see your accounts, you get a message saying you must again confirm your email address via email, with a message that makes it sound like you must click again on the previous email, but you actually have to request a new email link. This new email link results in an unsolvable error, effectively preventing users from accessing their accounts to change payment or cancel subscriptions.Their support interface is **-based, and affirms that you must contact MacPaw to cancel subscriptions (while their email affirms it must be done via **********), effectively making it impossible to know whom to contact. I have requested contact from support before (2 years ago when I first attempted to cancel; they offer to email MacPaw support), and never heard back, Ive asked the ** to email them again and do not expect a response. Ive paid for two subscriptions I dont use for two years now because it is impossible to cancel them and they remain on autopay.This is a predatory company, and they are, at this point, stealing my money through faulty process that is clearly designed to make subscription cancellation difficult.

  • Initial Complaint

    Date:09/30/2024

    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.
    In Jan. I paid $34.95 for a macpaw subscription for one year. Every time I've gone to clean my computer it told me I have had to pay again. I'm 79 years old and justr became aware that I haven't had to repay every time I go to clean the computer. Macpaw refunded a payment from Sept. but said the ****** dates cannot be refunded because they don't refund are past ***************************************************************** the meanwhile so the payment required screen doesn't show. I have spent a lot of money on a product from which I have apparently over paid. Now I have to reset my computer or some such befuddling task because they don't have a means of withdrawing the payment request screen. In short I feel I've been the victim of a "shady" business practice.

  • Initial Complaint

    Date:09/12/2024

    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 have been being charged double for their service. In addition they made it difficult to cancel. Every way I tried I received error messages. I asked for a refund and to cancel. After back and forth they only canceled one of the accounts, trying to keep charging me.

  • Initial Complaint

    Date:08/06/2024

    Type:Order 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.
    This company is trying to bill my credit card for a trial version of their software that I canceled and uninstalled before extending the trial period. I went through the cancellation of the trial procedure twice and never received confirmation that the trial was canceled. They have been harassing me by email to update my credit method since my apple card triggered my fraud alert. I have sent them 3 emails saying I canceled the trial and to stop contacting me without success. Please help with this. This company is operating in an incredibly unethical manner. Thank you, ******.

  • Initial Complaint

    Date:04/18/2024

    Type:Billing 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.
    This company makes it impossible to cancel your subscription as they give you a heads up for renewal. I have tried to follow the instructions to cancel so they wont charge me, but I keep getting in a cycle of emails that never actually allow you to cancel. They are s******* consumers by making it so difficult to cancel that we give up and pay them for nothing.

  • Initial Complaint

    Date:04/02/2024

    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.
    At the beginning of the month I saw the charge for a subscription. I quickly called this company to tell them I do not recognize this charge. Please cancel and refund.They said too much time had elapsed since I was charged (it was within the first week that I contacted them, they got back to me a week later) and that they do not have any payment information - I have been trying to show them the payment etc and they are sticking to too much time has elapsed so they won't refund me. I think this is a scam company!!

  • Initial Complaint

    Date:01/03/2024

    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.
    *** had written support correspondence in late 2022 and early 2023 promising to refund the $54.95 and $39.95 Clean My Mac software that promised to clean and improve performance of my two Macbook. Upon data point with Apple, the software did not do its purpose of improving the cache storage on either of the Macbook. Since *********** never fulfilled the business advertised product and misled me into buying I can take you to small claims in my home ********************** under Consumer Protection to recover the $94.90 scammed by you

  • Initial Complaint

    Date:12/04/2023

    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 signed up for Macpaw. Clean my Mac. I called ********** and they assisted me in cleaning my Mac. Therefore I do not need the MacPaw services. I signed up on November 08, 2023, but I have not completed the sign-in details. I wish to cancel and have my money returned. 1. No longer needed 2. Had the service for less than a month.3. I have not completed the subscription process.4. I am 82 and needed personal assistance to Clean My Mac, which I received from **********./Please return the money paid for this service.

  • Initial Complaint

    Date:11/15/2023

    Type:Delivery 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.
    Date of transaction: November 10, 2023 Amount: $61.15 This was a FREE 3-day trial of the Gemini app by MacPaw. (Photo cleaning app) On the second day I cancelled the app. But they had charged me $61.15. They say they can not issue a refund, that the app store has to issue refund. In contacting apple support, apple said the developer has to issue the refund. I have emails to support at MacPaw, wherein they claim they can not issue a refund. I therefore filed a complaint with BBB.

MacPaw is NOT a BBB Accredited Business.

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