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Business Profile

Computer Software

ThreatTrack Security, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 0 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:03/07/2024

    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.
    My app stopped working about a week ago, maybe more. I sent an email to create a ticket and described the problem. The site said I should have a response in 48 or so hours. I admit it was a weekend. By Monday afternoon I had no response. The app kept asking me to enter my Vipre key as proof of purchase. I tried multiple times, I kept having the app open with no movement. I tried calling and was put on hold, with NO response. I think I may have contracted a virus over the past week or two. I have been reading about complaints on this site and agree the product and service have really gone down. I was able to get help really well 2-3 years ago.I have now decided to use another Security Program and want a refund.I have 3 months left on my $48 subscription, for a total of $16.

    Customer Answer

    Date: 03/21/2024

     
    Complaint: 21393258

    I am rejecting this response because:

    Thanks for following up on my complaint against Vipre/Threatrack Security. I did finally get a Help Desk response and was able to remove the software from my laptop. They sent me instructions on re-installing too but I had already downloaded another security software. I have requested a partial refund since I do not intend to use them anymore. 

    No word on a refund yet.

    Sincerely,

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

    Business Response

    Date: 03/21/2024

    Hello BBB Team, we have issued a full refund for this customer.

    Customer Answer

    Date: 03/22/2024

     
    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:02/14/2024

    Type:Sales and Advertising 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.
    A while ago I bought a Vipre Internet Security 2016 lifetime license 1 pc off of ***** The license was fully legitimate and not pirated. Prior to me buying the license I contacted ********************** customer support and they said that if I have the license on my computer for a long time I can get updates for a long time. I did transfer the license to another computer only once because my computer had a problem and the people at vipre allowed me to do it. I never sold or gave away any computers to another person. Anyway, just starting in November 2022 my software license changed from "pc lifetime" to 36 months. I contacted vipre about it and they said they changed how long the licenses were good for and because I didn't buy my license from an authorized vendor that they couldn't validate my license. The person I bought it from off of **** said that vipre's business has changed and many people had similar problems. I still have all emails exchanged.

    Business Response

    Date: 02/22/2024

    Hello BBB team. We have reached out to this customer via phone and email. We have offered to extend the license key in question.

    Customer Answer

    Date: 02/29/2024

     
    Complaint: 21289385

    I am rejecting this response because: Before I bought the vipre internet security 1 pc lifetime license I was originally told that if I have it on the same computer for 20 years then I can get updates for 20 years.  And that information came from a vipre customer service representative.  A while ago I did notify vipre that the original computer I had it on broke down/had problems and they told me I could transfer the license to another computer.  I never sold or gave the original computer to another user, I still own it.  The ********************** technical support person that reached out to me said that the marketing team "arbitrarily" changed how long a lifetime license is good for which is 10 years.  This isn't the information I originally got.  They also said that would extend my current lifetime license for another 5 years and after that I would need to contact them to see if it could be extended further.  I also looked at older emails I have from another vipre customer service representative which includes lifetime license details which get "strict" as far as lifetime licenses go and my situation goes.  So I'm not quite sure what to do in this situation.  I don't know if the "arbitrarily" action on vipre's side is illegal or not.  The vipre support technician also said that it's against vipre's lifetime license terms for an owner of a license to re-sell it to another person and I see licenses for sale on ebay.  I figure I purchased a vipre 1 pc lifetime license and I thought I was following all of the policies/rules for the lifetime license, including notifying ********************** about my original computer breaking down, and a lifetime license is what I want.  Not something that's good for a few more years and then I have to contact the company to possibly get it renewed. 

    Sincerely,

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

    Business Response

    Date: 03/06/2024

    BBB Team,

    We offered this customer a 5 year extension on his license key. This customer bought the key from an unauthorized source ******* As stated in our agreement, ************ may only be issued by VIPRE or its authorized distributors, resellers and retailers and any assignment of the license renders it void (See Sections 1(a), 4 and 25 of the EULA *********************************************************************). Based on this, we have no duty to continue providing the product to this customer. Despite this, it appears that the customer may have been allowed to switch his license key to a new computer "some time ago" and we have further offered an additional 5 year extension. We feel that this has been a generous offer. Please let us know if you have any questions.

    Best,
    VIPRE Support Team

    Customer Answer

    Date: 03/08/2024

     
    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.

    Since I was originally uninformed and unacknowledged of some of the lifetime license terms I don't think that either the BBB or the Vipre support person I'm in contact with can help me out any further at this point.
    Sincerely,

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

  • Initial Complaint

    Date:09/27/2023

    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.
    We've been using Vipre Antivirus for about 6-7 years now. Quality has really fallen off the last few years. We went to cancel our auto renew so we can change to a new provider and they're telling us that you have to do so in writing 60 days before the auto renew date. Which is, frankly, asinine and not common place in business software agreements. They are threatening to bill us regardless, even though we gave them 10 days to cancel the auto renew. Not to mention the strong arm tactics by their customer retention team. This is all clearly a tactic to sucker people into another year of service due to their failing product quality and inability to keep up with their competitors.

  • Initial Complaint

    Date:05/10/2023

    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.
    Like many others, apparently, I wished to cancel my subscription to vipre email, only to find that they require notice of cancellation dated BEFORE their notice of renewal is sent out. While that is clearly aimed to force clients to pay for another year of service against their wishes, whatever, I was willing to pay. However, despite having a card on file for previous renewals, Vipre sent my bill for the year's email service (nonexistent services, since I cancelled), to a collections agency. In trying to pay off this balance and be done with them forever, I have contacted vipre through multiple email addresses and spent hours on hold with their billing line and gotten no response. How am I supposed to pay off my already cancelled service if I am unable to reach the business?

    Business Response

    Date: 05/10/2023

    Spoke with customer, mutual resolution made.

  • Initial Complaint

    Date:11/18/2022

    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 have utilized Vipre Security since 2016. I have a new IT company who insists on their own security. My intention was not to renew Vipre; I don't need it. I received an email today thanking me for renewing. I definitely did not renew.I called, the person that I spoke to told me that I had to cancel 60 days prior to renewal. They have some form (not the email) that says they sent me an option to renew or not. I definitely did not receive an option. Why do I need two security companies? I received an invoice for $650.00, which stated that they plan on collecting.This seems like a scam to me.......No ability to cancel and locked in for another year is not good business.I need this bill to be cancelled

    Business Response

    Date: 12/13/2022

    We have reached mutual resolution.

  • Initial Complaint

    Date:11/10/2022

    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 previously bought lifetime program for Vipre. I contacted them today to find out why the product key was not working on my new device. i was informed that I would have to pay $4.95 and that I would have no issue in the future as I was being provided an email that was never received. I was provided no information as to how to activate my service after I just paid to have it activated. When I called the customer service number I was hung up on not once but 4 times over the course of 5 mins. They provided me a second number to call for some odd reason which turned out to be some insurance number. when I called back, and they tried to provide me with the same number they disconnected the call. I believe this company to be full of scammers.

    Business Response

    Date: 12/13/2022

    Reached Mutual resolution.

ThreatTrack Security, Inc. is NOT a BBB Accredited Business.

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