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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

  • 741 total complaints in the last 3 years.
  • 257 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:05/06/2025

    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.
    Date of transaction 2/2/25 TotalAV was contacted approximatley 2/15 when I noticed a charge on my credit card statement for $179 for a renewal. I was assured that a refund would be issued. It is now 5/6/25 and no refund. I contacted TotalAV again and spoke to someone who wanted to get in to my laptop to process a refund which I believe was a scam. When I told them I would not grant them permission to access my laptop, they hung up. If you try to find a valid number to call TotalAV, GOOD LUCK.

    Business Response

    Date: 05/12/2025

    Hello *******,

    Were sorry to hear about the misleading communication youve experienced. Unfortunately, we are aware of opportunistic scams where our company name is falsely used in emails, phone calls, or other communications. These scams often claim that a users protection is expiring or that they must pay for technical support or virus removal. Their primary goal is to deceive users, expose them to fraudulent activity, and potentially cause financial harm.

    Please rest assured that TotalAV is a legitimate company and that we:

    - Never request payments for customer support or technical assistance.
    - Never ask for full card details over the phone or via unsolicited emails.
    - Never make unsolicited phone calls to our customers.
    - Never ask you to install any software to grant us access to your device.

    If you suspect an email, phone call, or link might be a scam, we strongly advise you:

    - Do not click on any links or provide any personal or payment details.
    - Do not engage with the sender or caller further.
    - Contact us directly to verify the legitimacy of any communication you receive.

    For more information regarding this, please refer to our article: **********************************************************************************

    If you believe you may have fallen victim to such a scam, we recommend contacting your bank immediately to secure your account and prevent any potential financial harm.

    We take these matters very seriously and are constantly working to protect our customers from fraudulent activities. If you have received any suspicious communication, please attach or forward it to us so we can investigate further.

    Thank you for bringing this to our attention. Were here to support you and ensure your experience with TotalAV is safe and secure.

    Our team has also reached out to you about your refund, please check you spam and main inbox. 

    Kind regards, 
    TotalAV, Customer Experience Team 

  • Initial Complaint

    Date:05/05/2025

    Type:Service or Repair 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.
    Rocket money brought to our attention that this company Total AV had charged us $159 on 4/17/2025 and it was a reoccurring charge from the past three years. It was under my wifes name. ***** L ****** but our joint credit card account. She has no idea how they got this and we have never been contacted or given anything from this company. No correspondence just yearly bills. We tried in vain over the course of three days through emails and numerous phone calls to cancel this. We got no satisfaction. Emails were a waste of time because after several of them they said we had to call. We called several times and each time they said we qualified for a free gift but we had to give them our credit card number for a processing fee. We said no each time and they refused to go any farther until we gave them the number. The first guy after 20 minutes finally said he would give us a number to call. When we called it was the number for direct tv. We called several more times and put on wait. Finally the last guy I thought understood what we wanted but he said we had to give him our credit card number before he would give us a reference number to use. He refused to give us the number and thats when the phone call got ugly. He finally hung up on my wife. We have now contacted our credit card company to dispute these charges. However we felt that our experience hed to be reported to the BBB so they could look into this company

    Business Response

    Date: 05/12/2025

    Hi *****, 

    Thank you for reaching out to us. 

    Firstly, were sorry to hear about the misleading communication youve experienced. Unfortunately, we are aware of opportunistic scams where our company name is falsely used in emails, phone calls, or other communications. These scams often claim that a users protection is expiring or that they must pay for technical support or virus removal. Their primary goal is to deceive users, expose them to fraudulent activity, and potentially cause financial harm.

    Please rest assured that TotalAV is a legitimate company and that we:

    - Never request payments for customer support or technical assistance.
    - Never ask for full card details over the phone or via unsolicited emails.
    - Never make unsolicited phone calls to our customers.
    - Never ask you to install any software to grant us access to your device.

    If you suspect an email, phone call, or link might be a scam, we strongly advise you:

    - Do not click on any links or provide any personal or payment details.
    - Do not engage with the sender or caller further.
    - Contact us directly to verify the legitimacy of any communication you receive.

    For more information regarding this, please refer to our article: **********************************************************************************

    If you believe you may have fallen victim to such a scam, we recommend contacting your bank immediately to secure your account and prevent any potential financial harm.

    Based on the information youve provided, we were able to locate an account; however, the first name associated with it does not match either yours or your wife's.

    Is it possible that someone else in your household may have access to your card details?

    We look forward to your response. 

    Kind regards, 

    TotalAV, Customer Experience Team

    Customer Answer

    Date: 05/12/2025

     
    Complaint: 23290284

    I am rejecting this response because: it does not provide us with a way to cancel our service and saying they dont recognize our name is ridiculous. They take money from our credit card using my wifes name ***** ******. No one else has access to my credit card. 

    Sincerely,

    ***** ******

    Business Response

    Date: 06/02/2025

    Hi *****, 

    Thank you for reaching out. 

    To ensure a smooth cancellation process, we offer two convenient options. You can cancel your subscription by following the steps outlined in our ************ or, if you prefer, you can reach out directly to our dedicated customer support team, who will be happy to assist you personally. If you received an auto-response email, please note that it also includes step-by-step instructions on how to cancel your account.

    Regrettably, due to data protection regulations, we are unable to disclose any account holder information without first verifying your identity. This is to ensure we remain compliant with consumer protection laws and our own terms and conditions.

    Regarding the charge mentioned in your previous message, we can confirm that a chargeback was raised successfully, meaning your bank has already received the payment. We recommend contacting your bank directly for further assistance in locating or confirming the transaction on your account.

    Please let us know if there is anything else we can help with.
    Kind regards,

    TotalAV, Customer Experience Team 

    Customer Answer

    Date: 06/02/2025

     
    Complaint: 23290284

    I am rejecting this response because:
    I have tried both ways they suggest to cancel and none were successful. I wasted hours trying it and my patience. I want it cancelled with money refunded and no more transactions with this company 
    Sincerely,

    ***** ******

    Business Response

    Date: 06/17/2025

    Hi *****, 

    I can confirm that the account is fully cancelled and no further refund will be made. 

    A refund has been processed and should appear in your account within 48 hours but can take up to 7 days depending on your bank, so please do not worry if it takes slightly longer. 

    Please let us know if there is anything else we can help with. 

    Kind regards, 

    TotalAV, Customer Experience Team

    Customer Answer

    Date: 06/20/2025

     
    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.
    Unfortunately the process was not a good one and should have been resolved sooner. Im hoping that they dont try and bill me again next year. 
    Sincerely,

    ***** ******

  • Initial Complaint

    Date:05/05/2025

    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.
    This is the second time they have signed me up to the tune of $99. Not the price I looked at. This happened on 5/4/25. I want my money reimbursed, total scam and fraud.

    Business Response

    Date: 05/12/2025

    Hello ****, 

    Thank you for reaching out to us.

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards, 

    TotalAV, ************* Team

  • Initial Complaint

    Date:05/05/2025

    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.
    I made an attempt to cancel service with this company and it would not allow me to do so, and I have deleted the app. I have even cancelled any payments through my credit card company, yet they changed their business spelling to H333132323234****3135H Ab in stead of H333132323234****3135H AV in order to take the money again. I don&#**;t want their service and want it cancelled immediately. My credit card company is also looking into this on my behalf to put a stop to any and all withdrawals.

    Business Response

    Date: 05/13/2025

    Hello ****, 

    Thank you for reaching out to us. 

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards, 
    TotalAV Customer Experience Team

  • Initial Complaint

    Date:05/02/2025

    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.
    No transaction was ever made. I received email dated Fri, May 2 at 16:13. They say my subscription is expired and there is an Important Security Alert saying my device is **************************. The account ID reads *********, Usernam reads ***************** Serial Key reads xxxx-xxxx-xxxx-xxxx-xxxx-xxxx-xxxx-xxxx. Underneath the Serial Key a hyperlink indicates to Renew Protection Now. At the bottom of the page states Total *************** located at ************************************************** (I searched this address and it is located in ************.) and Smart Drive Choices located at ************************************** (( searched this address and it is a ***************

    Business Response

    Date: 05/07/2025

    Hello, 

    Thank you for reaching out. 

    Were sorry to hear about the misleading communication youve experienced. Unfortunately, we are aware of opportunistic scams where our company name is falsely used in emails, phone calls, or other communications. These scams often claim that a users protection is expiring or that they must pay for technical support or virus removal. Their primary goal is to deceive users, expose them to fraudulent activity, and potentially cause financial harm.

    Please rest assured that TotalAV is a legitimate company and that we:

    - Never request payments for customer support or technical assistance.
    - Never ask for full card details over the phone or via unsolicited emails.
    - Never make unsolicited phone calls to our customers.
    - Never ask you to install any software to grant us access to your device.

    If you suspect an email, phone call, or link might be a scam, we strongly advise you:

    - Do not click on any links or provide any personal or payment details.
    - Do not engage with the sender or caller further.
    - Contact us directly to verify the legitimacy of any communication you receive.

    For more information regarding this, please refer to our article: **********************************************************************************

    If you believe you may have fallen victim to such a scam, we recommend contacting your bank immediately to secure your account and prevent any potential financial harm.

    We take these matters very seriously and are constantly working to protect our customers from fraudulent activities. If you have received any suspicious communication, please attach or forward it to us so we can investigate further.

    Kind regards, 
    TotalAV Customer Experience Team 

    Customer Answer

    Date: 05/07/2025

     
    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.

    It might also behoove the company to a put a warning notice, if not already completed, advising current and prospective users about this scam. Just food for thought.


    Sincerely,

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

  • Initial Complaint

    Date:05/02/2025

    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.
    ***** virus protect scammed me into paying for a product that would not properly install and I was not prvided an opportunity to recind the purcase. Every step was what appeared to be deliberately confusing when trying to deinstal.

    Business Response

    Date: 05/07/2025

    Hello *****, 

    Thank you for reaching out to ***

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards,
    TotalAV Customer Experience Team

  • Initial Complaint

    Date:05/02/2025

    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.
    I keep trying to cancel my subscription. They say I have to enter a code they sent me. They never send a code no matter how many times I try. This makes it impossible to cancel. I have had to cancel my credit card twice because of this issue. I wish for them to cancel my subscription and quit billing my card.

    Business Response

    Date: 05/07/2025

    Hello ******, 

    Thank you for reaching out to ***

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards,
    TotalAV Customer Experience Team

    Customer Answer

    Date: 05/07/2025

     
    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:05/02/2025

    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.
    My subscription was renewed on 3/20/2025. The following have been charged to my bank account. I approved teh $119.00 renewal but dispute the followign fees Transaction activity table DateStatusDescriptionAmountTransaction Details 04/17/2025 IAT ****** TOTALAV INTERNATIONALACH DEBIT -$19.00 - view details for 04/17/25 IAT ****** TOTALAV INTERNATIONALACH DEBIT Mar 20, 2025 03/20/2025 ****** *TOTALAV ***** *********** 3156 INT'L SERVICE ASSESSMENT FEE -$3.57 - view details for 03/20/25 ****** *TOTALAV ***** *********** 3156 INT'L SERVICE ASSESSMENT FEE 03/20/2025

    Business Response

    Date: 05/07/2025

    Hi *******, 

    Thank you for reaching out. 

    Our team have reached out to you directly, please check your spam and inbox for this email. 

    Kind regards, 
    TotalAV, ************* Team 

  • Initial Complaint

    Date:05/01/2025

    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.
    Totalav charged me $129.00 for a subscription I did not sign up for and do not want. The charge came through ****** to my *************** debit card on April 28, 2025. (See attached document). I am requesting a full refund of $129.00.

    Business Response

    Date: 05/07/2025

    Hi ******, 

    Thank you for reaching out. 

    Our team have reached out to you directly. Please check you spam and inbox for this email. 

    Kind regards 
    TotalAV, ************* Team

    Customer Answer

    Date: 05/14/2025

     
    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:04/30/2025

    Type:Order 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.
    Hello, I have been burned by this company before and unfortunately I forgot about it and got burned again. I activated a discount to do AV ******, February 2024. Before that end of the year I cancelled any further payments and services. As of February 5, 2025 they took $119 out of my bank account. They are the worst people for trying to get anyone to respond to you.I went on the website. I managed to cancel my subscription for 2026 and wanted a refund. Of course Im unable to respond to their latestemail And there is no way of getting further complaints to them. Please see if you can help me I will never deal with this companyagain and of course caution my peers which unfortunately are Seniors about this fraudulent poorly run company. Thanks so much for listening to me ***** *********.

    Business Response

    Date: 05/01/2025

    Hello *****, 

    Thank you for reaching out to us.

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards,
    TotalAV Customer Experience Team

    Customer Answer

    Date: 05/01/2025

     
    Complaint: 23268709

    I am rejecting this response because:
    This company deliberately ignores any communication with his clients. I did not approve the yearly amount for this service and cancel that long before the date I needed to. Thank you, ***** *********. I deserve a full refund.
    Sincerely,

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

    Business Response

    Date: 05/15/2025

    Hello *****

    Our team has reached out to you directly. Kindly check both your spam and inbox for confirmation.

    Kind regards, 
    TotalAV, ************* Team 

Total AV Antivirus is NOT a BBB Accredited Business.

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

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