Business Profile
Computer Software
Total AV AntivirusThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Computer Software.
Reviews
Customer Review Ratings
1.05/5 stars
Average of 192 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromMary N
Date: 10/26/2022
1 starMary N
Date: 10/26/2022
I ordered this antivirus program and cancelled it the same day because I had problems with the program. I called Tech Support and got a foreign person with an accent that I couldn't understand. I had paid with my *********** credit card. I did get refunds from them, but later found out that they didn't record the payment as a charge but as a CASH ADVANCE. I discovered this when I found a $10 cash advance fee on my credit card statement. Then I started getting minimum interest charges too and was told I was being charged interest on that "cash advance." I called the company to complain and was told they would refund the $10 charge to my credit card but that hasn't happened as of October 26, 2022 which is over a month after the original purchase. Bad experience all around. I wish I could have given them zero stars.Total AV Antivirus
Date: 11/02/2022
Hi Mary,
I am sorry to hear about your experience. I have referred this to our senior billing team, who have informed me that one of our payment gateways that we use, PaySafe, changed the transactions codes incorrectly on their end which has resulted in bank charging these cash advances. PaySafe have admitted its 100% their fault and we are in talks about compensation as a result. At the moment we still waiting for them to agree how they going to solve this and if they will compensate customers directly or to them via us.
As of yet, we have not recieved a response from them, but once we do, there will be something done about these cash advances. Once again, I would like to reiterate that this is not something we can control, it is totally down to PaySafe.
Kind regards,
AnnaReview fromCameron R
Date: 10/26/2022
1 starCameron R
Date: 10/26/2022
I have tried to email my issues to support but am getting no real response. I have asked for a refund and to cancel but I am being ignored. The email responses from the company do not address anything I have commented/queried and are of no help. I want a refund and to cancel my subscription immediately.Total AV Antivirus
Date: 10/28/2022
Hi Cameron,
I am sorry to hear about your experience. I have approved a refund of the latest charge and have fully cancelled your account. No further payments will be taken. Please allow up to 48 hours for the refund to appear in your account, however in some cases this can take up to 7 days.
Kind regards,
AnnaReview fromDye H
Date: 10/04/2022
1 starDye H
Date: 10/04/2022
This is the WORST software company I have ever dealt with. I am a 30 year computer/software expert. I purchased Total AV Antivirus over 30 days ago and just now tried multiple times to install it. It would not install. Called Tech Support and was told I have to go to a "remote link" site. I waited almost an hour for a tech to come help me after the site said it would be 10 minutes. I finally gave up and logged off. Called Total AV Antivirus and asked for a full refund since their software had a serious bug and I was not going to wait another hour. They refused because it was past 30 days for a refund. They are supposed to email me a cancellation confirmation but I have not received it yet. The customer service man was from ***** and his accent was so heavy, I could no understand him many times. STAY AWAY from Total AV Antivirus. Other software companies don't make you stay on hold online for almost an hour!! I will NEVER recommend Total AV Antivirus to my friends, relatives and computer customers. **************************Total AV Antivirus
Date: 10/07/2022
Hi Dye, We are sorry to hear you are having difficulty and we would really like to help you resolve this. Ensuring all of your devices are protected is very important to us. Please contact our Support Team either by clicking the link below to start a live chat, or by emailing *******@totalav.com with details of the issue that you are experiencing and on which device. https://bit.ly/3gl84tZ Kind Regards, EllisReview fromGina P
Date: 10/01/2022
1 starGina P
Date: 10/01/2022
I purchased and downloaded to two different NEW laptops and it stopped the function of them. Took to Best Buy and when they removed the "virus protection " from TotalAV, I was able to return online.
Asked for refund and *********************** was conveniently not available when I responded that wanted a complete refund on both transactions! This put me out of work for two days!
Never again! I will spread the word about the disaster of TotalAV and their lack of customer service.Total AV Antivirus
Date: 10/05/2022
Hi Gina, We are sorry to hear you are having difficulty and we would really like to help you resolve this. Ensuring all of your devices are protected is very important to us. Please contact our Support Team either by clicking the link below to start a live chat, or by emailing *******@totalav.com with details of the issue that you are experiencing and on which device - https://bit.ly/3gl84tZ - Kind Regards, EllisReview fromBen E
Date: 09/25/2022
1 starBen E
Date: 09/25/2022
I agree. I got them to hopefully cancel in 3 emails. They will not refund any money even though they provided no services to me. After there charges my phone showed no protection and while trying to cancel they kept trying to give me more stuff for free. You have to get their permission to remove the automatic renewal feature. I will be contacting the state attorney general for further advice. Definitely a scam!!Total AV Antivirus
Date: 09/28/2022
Hi Ben, We apologize if there has been some confusion regarding the charges to your account. Please be advised that we do require you to confirm your cancellation details and complete the process in order to fulfil your request. I can see from your account that your subscription has been cancelled and a refund is already on it's way to you. Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete. Kind Regards, EllisReview fromPatricia F
Date: 09/23/2022
1 starPatricia F
Date: 09/23/2022
This is not a reputable company. I made the mistake in falling for their special offer to try the software for a minimal charge. After giving them my information to charge the $2.99 I tried to cancel the order and received no response. After several attempts to cancel they are still charging me $9.95 a month.Total AV Antivirus
Date: 09/26/2022
Hi Patricia, All customers receive an introductory discount on their initial subscription and are given the option to purchase protection that meets their individual requirements. To ensure our customers' devices continue to stay protected, all services automatically renew at the regular rate. Full information can be found on our website. Please be advised that when a cancel request is put in, we do require you to confirm your cancellation details and complete the process in order to fulfil your request. I can now confirm that I have cancelled your subscription and a refund is on it's way to you. Please allow up to 48 hours for this, however in some cases this can take up to 7 days to complete. Kind Regards, EllisReview fromRebecca T
Date: 08/30/2022
1 starRebecca T
Date: 08/30/2022
They would not give me a refund saying it was passed *** 30 day refund. I had been emailing and trying to call the whole time after they drafted $149 and $99 out of my account ! I told them I had another account.Total AV Antivirus
Date: 09/08/2022
Hi Rebecca,
I can see from your account that a cancel request was previously provisionised, however we require you to confirm your details and enter a verification code sent to your email in order to cancel your account.
If you feel you have been charged incorrectly, please email us at *******@totalav.com and we can rectify the situation.
If you have already been in contact with our Support Team, they will respond via email so please check your junkmail if a response has not been received.
Kind regards,
AnnaReview fromDavid D
Date: 08/29/2022
1 starDavid D
Date: 08/29/2022
These people appear to deliberately make all online interactions unclear, thus creating a trap for automatic. In addition to unclear instructions online, email exchanges are deliberately misleading which then results in unwanted charges. You must continually jump through multiple commands but never seem to satisfy the exact details that cancel the subscription.Total AV Antivirus
Date: 09/01/2022
Hi David,
I am sorry to hear about your experience. I can confirm after looking into your account that your subscription has been successfully cancelled and no further payments will be taken.
Kind regards,
AnnaDavid D
Date: 09/01/2022
Four emails requesting a cancellation were required. I received an answer to each of the first three emails that ignored my request and sought to manipulate me to change my mind. When all was said and done, the company received $10 from my bank account when I thought I had cancelled.Total AV Antivirus
Date: 09/02/2022
Hi David,
I apologise for the experience you have received.
The account was cancelled on 30/08/2022. The other cancellation requests I can see on your account seem to have been emailed to you, but then the cancellation process was not followed. Please note, simply clicking the provided link does not cancel the account and we require you to confirm your details to cancel.
As I have mentioned in previous replies, your subscription been fully cancelled and no further payments will be taken.
Kind regards,
AnnaReview fromJudi H
Date: 08/12/2022
1 starJudi H
Date: 08/12/2022
Had the trial subscription with Total AV. Tried to cancel and was treated very badly! The customer service man was rude, crude and threatening to say the least. Would not cancel my plan no matter what I said. I finally just hung up.Total AV Antivirus
Date: 08/15/2022
Hi Judi, We apologize that our software has not met your expectation. If you wish to cancel your account please email ******@totalav.com from the email address associated with your paid subscription and a member of our support team will be able to arrange this for you. If you have already been in contact with our Support Team, they will respond via email so please check your junkmail if a response has not been received. Kind Regards, EllisReview fromKate S
Date: 08/04/2022
1 starKate S
Date: 08/04/2022
Do NOT sign with this computer. They deceive people with their introductory offers and then continue you to bill you every year. This is the third year I have been billed by them for service I do not have and do not use. And every year I have to fight for MONTHS to get my money back. Right now I am in the midst of it again. As a senior on a fix income and high inflation losing 149.000 in one month is very hard. To make matters worse they will claim you never cancelled, you will end up dealing with four or five different representatives none of which apparently know about the others. They will tell you that you have cancelled and then deny they said it. KEEP ALL EMAILS. It is your only evidence.Total AV Antivirus
Date: 08/09/2022
Hi Kate, We apologize if there has been some confusion regarding the charges to your account. If you feel you have been charged incorrectly, please email us at *******@totalav.com and we can rectify the situation. Also, If you wish to cancel your account please email ******@totalav.com from the email address associated with your paid subscription and a member of our support team will be able to arrange this for you. Kind Regards, Ellis
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.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.