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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

  • 736 total complaints in the last 3 years.
  • 254 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:02/13/2023

    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 have been paying for TotalAV since April 13, 2021 and do not think that I every signed up to it. I have NEVER ONCE used their service. Moreover, once I noticed the money coming out of my account I attempted to cancel it three times (the last attempt was today--the conversation with the customer service is included here). The company makes it nearly impossible to cancel (let's see if it worked today). I did not notice the earlier payments because they began small (3,74 per month) but have gradually increased to 16,24 per month. It seems others have had the same experience of the company's sneaky and predatory ways. I am requesting a FULL REFUND.

    Business Response

    Date: 02/16/2023

    Hi *****,

    I am sorry to hear about your experience. I have refunded the latest charges on your account, please allow up to 48 hours for this to process, however in some cases this can take up to 7 days. 

    Kind regards,

    ****

  • Initial Complaint

    Date:02/12/2023

    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 tried to purchase virus protection in the amount of $19 for the first year as indicated in their ad. They deducted the money from my bank account then refused me service because they claimed my email address was rejected and that I must use an alternant email address. They gave me no reason as to why my email was rejected. This is my only email address. So I am unable to use the service that I paid for. I think they scammed me.

    Business Response

    Date: 02/16/2023

    Hi ****,

    I am sorry to hear about your experience. I have issued you a refund, please allow up to 48 hours for this to process, however in some cases this can take up to 7 days. 

    Kind regards,

    ****

  • Initial Complaint

    Date:02/09/2023

    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.
    they charged my **** card for $159 for software i did NOT order. I have been submitting requests for refund everyday for a week but just get cumputer generated responses.

    Business Response

    Date: 02/16/2023

    Hi ******,

    I can confirm your account has now been cancelled and no further payments will be taken.
    A refund has also been issued for the last payment taken.
    Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete.

    Kind regards,

    *****

  • Initial Complaint

    Date:02/09/2023

    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.
    On 2/7/23 I received an email from TotalAV telling me I would be billed $159 on 3/10/23 unless I canceled before then. I attempted to cancel, according to the company's directions, by replying to the email. In response I got a message saying no one was at this site answering emails. I kept trying to contact someone telling them I want to cancel my subscription to no avail. I wasted approximately an hour this way. They kept trying to deflect me. It should not be so hard to cancel a subscription!

    Business Response

    Date: 02/16/2023

    Hi ******,

    I can confirm your account has now been cancelled and no further payments will be taken.
    A refund has also been issued for the last payment taken.
    Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete.

    Kind regards.

    *****

  • Initial Complaint

    Date:02/08/2023

    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.
    was charged by you company for don't know what .119.00 dollars. what't going on ?

    Business Response

    Date: 02/16/2023

    Hi ***,

    I can confirm your account has now been cancelled and no further payments will be taken.
    A refund has also been issued for the last payment taken.
    Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete.

    Kind regards,

    *****

  • Initial Complaint

    Date:02/08/2023

    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.
    I don't need this service. My phone and computer are owned by the company I work for, and they have antivirus on our devices. Total AV won't allow me to cancel my subscription. I've clicked the cancel button twice and it takes you to a chat. The person argues with you for 15 minutes then sends you a link to cancel. You click on the link, and you do the same thing over again. I just want to cancel this subscription that I'm paying $14.99 per month for because I don't need it. It's a vicious cycle. They won't allow you to cancel.

    Business Response

    Date: 02/16/2023

    Hi Tahnee,

    I can see from your account that your subscription has been cancelled.

    A refund has also been issued for the last payment taken.
    Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete.

    kind regards,

    *****

    Customer Answer

    Date: 02/16/2023

     
    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:02/02/2023

    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.
    Unauthorized payment for $159.00 taken from my account. I do not want nor do I need this product. This is unacceptable.

    Business Response

    Date: 02/17/2023

    Hi *******,

    I can confirm that your account has been fully cancelled and no further payments will be taken. I have issued you a refund for the latest charge on your account. Please allow 48 hours for this to process, however in some cases this can take up to 7 days. 

    Kind regards,

    ****

  • Initial Complaint

    Date:02/02/2023

    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.
    Total AV is continuing taking online automatic withdrawal payments from my bank account despite my repeatedly notifying them I canceled my service over a month ago. They have called several times trying to get me to reup with them and even offered a discount which I refused. They can't just keep taking money from my bank account. That's theft and I won't tolerate it ! Please help!

    Business Response

    Date: 02/17/2023

    Hi *****,

    I can confirm your account has now been cancelled and no further payments will be taken.
    A refund has also been issued for the last payment taken.
    Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete.

    Kind regards,

    *****

  • Initial Complaint

    Date:02/01/2023

    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.
    Dear ***/*****,I wish to make a formal complaint about the service I have received. I have multiple times attempted to cancel my subscription and delete my account but the auto renewal feature kept occurring. I have just been charged 149 for something I believed I had cancelled. I'm after speaking to someone on the phone I have been informed a refund can take up to 7 days. In addition, the customer advisor attempted to force a cheaper deal even though I multiple times said I want a full refund. I am appalled that after attempting to cancel the subscription multiple times it kept getting renewed. I hope to hear from you promptly,Kind regards *******************************

    Business Response

    Date: 02/02/2023

    Hi ******,

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

    Please allow up to 48 hours for a refund, however in some cases this can take up to 7 days.

    Kind regards,

    ****

  • Initial Complaint

    Date:02/01/2023

    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.
    This business took 119 dollars out of my PayPal account. I signed up for a 19 dollar subscription last year. The invoice said that I was to be billed 19 annually. Then I have 119 taken at renewal. I immediately contacted them and was put into a chat with a person who just kept trying to sell me their service. I told them I didn't want anything and wanted my money back. I had to be firm with them multiple times. They proceeded to tell me that they would cancel it and would send me a link to finalize my cancelation in order to get my money returned via my email. The "link" downloaded something on my computer which almost acts like a virus and it hasn't been acting right ever since. I still have had no money returned to me and have sent them several emails with no response. I have used many different anti-virus software in the past by big names and never have I had an issue like this! Very scam like in the way they conduct business and poor customer service. They do a bait and switch with their pricing. Not happy at all and I will never do business with them again.

    Business Response

    Date: 02/02/2023

    Hi *****,

    We apologize if there has been some confusion regarding the charges to your account.

    All customers receive an introductory discount upon sign up for antivirus protection, either on a monthly or annual subscription. To ensure our customers devices continue to stay protected, all services automatically renew.
    The introductory discount does not apply to the renewal payment and all renewals are charged at the regular rate. We send an email giving notice of this occurrence.

    I am unfortunately unable to locate your account in our database using the email address provided with your review. Is there another email address the account could be under? Once I have this I can action a refund.

    Kind regards,

    ****

    Customer Answer

    Date: 02/04/2023

     
    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.

    It could be listed under *************************** but, both emails have been used for this. 

    Sincerely,

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

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