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Business Profile

Computer Software

Total AV Antivirus

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 737 total complaints in the last 3 years.
  • 255 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:03/07/2025

    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 was charged $100.00 last month and was able to get it cancelled, now again they are charging me but this time they are charging me $198.00 and they will not answer phone calls. This is a scam, I do not want this and I am unable to contact them. I have called this number repeatedly and it's busy all the time. The 1st number ************* gives you this number *************, this number is always busy. Please I do not want any charges from TotalAV.

    Business Response

    Date: 03/10/2025

    Hi *******, 

    Thank you for reaching out.

    After reviewing your account, I can confirm that your additional services were recently renewed, which resulted in the additional charge.

    These services have now been fully canceled, and a refund of $198.00 has been processed. The amount should appear in your account within 48 hours, though it may take up to 7 working days, depending on your bank.

    If you have any further questions, please dont hesitate to contact us.

    Kind regards,
    TotalAV Customer Experience Team

  • Initial Complaint

    Date:03/04/2025

    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 never purchased or authorized this charge. I don't even have a computer. The company makes it absolutely impossible to request a refund or contact them directly to figure out what is going on.

    Business Response

    Date: 03/17/2025

    Hi *****, 

    Thank you for reaching out. 

    I can confirm your subscription has been cancelled and a refund of $119.00 was processed on 2025-03-06. 

    If you require any further assistance, please do not hesitate to reach out. 

    Kind regards,
    TotalAV, ************* team 

  • Initial Complaint

    Date:03/03/2025

    Type:Customer Service 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.
    Last year I signed up for a $29 anti-virus subscription. Today, I was charged $119 on my ****** account. I did not authorize this amount and was never advised this was a recurring payment greater than $29. I want an immediate refund and cancellation of the Scanguard service.I attempted to contact the company via the website and was referred to an associate. I sat waiting for a response that never came. This business is a bait and switch scam and California should not be allowing this company to operate. I am filing consumer complaints with the Minnesota and California consumer protection departments of the *************************.

    Business Response

    Date: 03/05/2025

    Hi ****, 

    Thank you for reaching out. 

    I can confirm that your account has been fully cancelled and no further payments will be taken.

    The amount of $119.00 has been refunded. The refund should appear in your ****** account within the next ***** hours, however, this can take up to 5 working days.

    You can also manage your billing preferences within your ****** account. 

    Kind regards, 
    TotalAV, ************* team 

    Customer Answer

    Date: 03/05/2025

     
    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:02/28/2025

    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.
    I was charged $49 dollars on February 3 by **************************** for a service I never agreed to. I am 88 years old and I do not have the ability to jump through the hoops the company says I need to do in order to remedy this situation. Could you please help me? I see that this company has a lot of complaints brought against it. Thank you.

    Business Response

    Date: 03/03/2025

    Hi ******, 

    Thank you for reaching out. 

    I can confirm that your TotalAV account has been fully cancelled and no further payments will be taken.

    The refund of $49.00 is currently underway. Typically, it should reflect in your account within 48 hours. However, please be mindful that, depending on your bank, it might take up to 7 working days.

    If you require any further assistance, please do not hesitate to reach out. 

    Kind regards, 
    TotalAV, Customer Experience Team. 

    Customer Answer

    Date: 03/03/2025

     
    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:02/27/2025

    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.
    This company is using predatory practices against seniors with little understanding of technology. They apparently trapped my mother into a "free trial" for their services, we believe through a scare-tactic text message. While they show proof that she purchased their services, we have no evidence that any software was ever downloaded. She would not have understood how to download it, and it does not show on her phone or her computer.

    Business Response

    Date: 02/28/2025

    Hi ****,
    Thank you for contacting us via the BBB.
    We would require your Mother to contact us herself so that we can further assist her, this is due to data protection.
    She can email us at: *************************************** where someone will respond to her promptly.
    Alternatively, if you have Power of Attorney documents for your Mother, please attach them to your response on here and we will be able to talk to yourself to get things resolved.
    Warm regards,
    - TotalAV ************* Team

  • Initial Complaint

    Date:02/24/2025

    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.
    Transaction of $159.00 for a charge I did not authorize. Merchant appearing on bill is TotaavTotal avcom

    Business Response

    Date: 02/27/2025

    Hi *******,
    Thank you for contacting TotalAV via the Better Business Bureau. 
    I have located your account, reviewed your query, and also investigated the call between yourself and on of our agents held on 2025-02-24. 
    I want to start by advising you that I have disabled the automatic renewal on your account for you, meaning that your protection will end on 2025-12-27 and no further payments will be taken. 
    You first signed up to the service on 2022-12-27. We'd like to take a moment to clarify our subscription renewal process. When customers sign up for our services on a monthly or annual subscription, they are indeed offered an introductory discount. This special offer is our way of welcoming new customers and showing our appreciation for choosing our services.
    It's important to note that, as detailed in our terms and conditions, which you agreed to when signing up, all our services automatically renew to ensure that your devices remain ************************ without any interruptions.
    However, the introductory discount applies only to the initial subscription payment. When it comes to renewal, the charges are at the regular rate, and these rates are subject to change. We want to keep our customers informed about this process, which is why we send out an email notice 30 days before the renewal date. This allows you to make an informed decision regarding your subscription and to be aware of any changes in pricing.
    To be eligible for a full refund, you have to cancel within 30 days if you are on a 12-month plan and within 14 days if you are on a monthly plan. Refunds for additional services require cancellation within 14 days from payment. As you contacted us outside of this period, you unfortunately are not eligible for a refund.
    Warm regards,
    - TotalAV ************* Team

  • Initial Complaint

    Date:02/21/2025

    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.
    Never purchased but was charged. Never heard of totalav.

    Business Response

    Date: 02/24/2025

    Hi ******,

    Thank you for reaching out. 

    I can confirm your subscription has been cancelled and no further payments will be taken. 

    A refund of $9.95 was processed on 2025-02-21, this should have been reflected in your account within 48 hours but may take up to 7 working days to process. 

    Please do not hesitate to reach out if you require any further assistance. 

    Kind regards, 
    TotalAV, ************* team. 

  • Initial Complaint

    Date:02/21/2025

    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 have a new cell phone and do NOT receive their services or want the service. My new cell phone has a service already. Total AV has charged me $9.95 per month for the last several months. I have tried to contact them but there is no phone or email available for them. I would like my last three months refunded and to stop them from charging my credit card. Thanks for all your assistance.

    Business Response

    Date: 02/24/2025

    Hi *****, 

    Thank you for reaching out. 

    I can confirm the auto renewal has been disabled and no further payments will be taken, your protection will end on 2025-03-05. 

    I am unable to process any refunds as your request falls outside of our 14 day money back guarantee period. 

    To be eligible for a full refund, you have to cancel within 30 days if you are on a 12-month plan and within 14 days if you are on a monthly plan. Refunds for additional services require cancellation within 14 days from payment.

    Please do not hesitate to contact us if you require any further assistance. 

    Kind regards, 
    TotalAV, ************* team 

     

  • Initial Complaint

    Date:02/20/2025

    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 was recently charged $119 for a service, and I have no clue why. I don't even have a working computer to use an antivirus software on. I would NEVER sign up to spend $119 on ANY kind of antivirus even if I did. I contacted the company and asked them to refund my money. I cannot even use the service they charged me for. I have gotten no response or refund from the company.

    Business Response

    Date: 02/21/2025

    Hi ******, 

    Thank you for reaching out. 

    I can confirm that your account has been fully cancelled and no further payments will be taken.

    The amount of $119.00 has been refunded. The refund should appear in your ****** account within the next ***** hours, however, this can take up to 5 working days.

    You can also manage your billing preferences within your ****** account. 

    Please do not hesitate to reach out if you require any further assistance. 

    Kind regards,
    TotalAV, ************* team

    Customer Answer

    Date: 02/21/2025

     
    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.

    Thank you for helping to find a resolution.


    Sincerely,

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

  • Initial Complaint

    Date:02/19/2025

    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 contacted totalAV to cancel subscription and now there is another pending charge to my checking account of $14.99. I would like a refund and cancellation of this account. Thank you.

    Business Response

    Date: 02/21/2025

    Hi ******, 

    Thank you for reaching out. 

    I can confirm that your TotalAV account has been fully cancelled and no further payments will be taken.

    The refund of $14.99 is currently underway. Typically, it should reflect in your account within 48 hours. However, please be mindful that, depending on your bank, it might take up to 7 working days.

    If you require any further assistance, please do not hesitate to reach out. 

    Kind regards, 
    TotalAV, ************* team. 

Total AV Antivirus is NOT a BBB Accredited Business.

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