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Business Profile

Computer Software

PC Matic, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 26 total complaints in the last 3 years.
  • 13 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/06/2023

    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.
    They automatically resubscribed us. I have tried to contact them to no avail. I dont remember my password. I tried their website to reset my password. It sends a link that doesnt work. I tried it several times. I believe they are a scam!!! I want to cancel my subscription immediately!!!

    Business Response

    Date: 02/06/2023

    We are sorry to hear you were having issues with the password reset link. I have sent a help desk ticket to the email we have on file to resolve this issue. If you do not see an email in  your inbox, please check the junk/spam folder.

  • Initial Complaint

    Date:01/16/2023

    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.
    I have been subscribing to PC Matic for a number of years. Initially, there were phone contact when I had problems. Currently the service support has built themselves behind computer browsers and internet contacts. All problems cannot be resolved in these ways. For instance, when I change to a new device such as computers, phones etc. the program has to be installed on those devices. Most of the times during these types of situations existing customers are asked to do a new subscription when their account is already paid up. My subscription is renewed every March. It is a vicious cycle trying to update new devices. When calling the phone number on the official site you cannot speak to anyone. I am paid up and have 2 months left on my subscription, but cannot resolved activation problems for my new devices.

    Business Response

    Date: 01/17/2023

    Mr. ****,

    Our records indicate that you have purchased several different PC Matic licenses. Our account specialist ***** will be reaching out to you in order to resolve this issue. Please be on the lookout for his correspondence. Thank you for your patience. 

  • Initial Complaint

    Date:01/12/2023

    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.
    I have sent many email tickets for help with a problem the past three weeks,, but I get no help back from PCMatic to fix the problem...My problem is the scheduler on PCMatic for scans will not work. when I set the time for the scans. I have to do it manually and then it takes over an hour to complete.Can you contact PCMatic so they can contact me?

    Business Response

    Date: 01/13/2023

    **************,

    Our team is currently working on a wide spread issue with the PC Matic scheduler. Our records indicate that you have submitted a ticket about this issue and were informed on the status of the scheduler. As soon as we have a solution to the issue you will receive an email with further instructions. Thank you for your patience. 

  • Initial Complaint

    Date:12/13/2022

    Type:Delivery 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 purchase on October 31, 2022, (order # *******) PC Matic Home for 5 installations *************** for life, also purchased technical support. At the beginning they answer the phone and would tell me what to do to set my computer (Mac), with no success they got someone to work with it remotely which took days, then I called back to let them know I needed help so they send me to Their Technicians who supposedly made the product but I could only contact them by email, each time I replied it was someone different, asking me to take pictures of the screen along with instructions to set it up that never worked. Finally after weeks of dealing with all this, I called back where I purchased it and she gave me a phone number ************ which I have called several times to both numbers and now they dont answer or call back. I was hopping they were as good as their commercial on tv is. I want a refund. Thank you for your help.

    Business Response

    Date: 12/13/2022

    We are sorry to hear about your difficulty installing and using the product. We have refunded your purchase and cancelled your account. You will receive a copy of the refund invoice at the email address on file. If we can be of further assistance please contact us here: https://www.pcmatic.com/support/

    Customer Answer

    Date: 12/14/2022

     
    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:09/12/2022

    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 product is nothing like advertised. I personally bought it to try because its an American product. What a joke. Cant speak to anyone about any issues. Cant find a way to cancel subscription. Tried emailing to cancel but still got charged for another year. What a concept!! Sucker people into an annual membership and fix it so its hard as h*** OR impossible to cancel.

    Business Response

    Date: 09/12/2022

    I am sorry to hear about your difficulties using the software. Our records indicate that you submitted 3 help tickets and each were responded to. It is very likely that the responses were directed to your spam folder. I have refunded your purchase and have sent confirmation to the email we have on file. Please let me know if you are not receiving the confirmation. 

PC Matic, Inc. is BBB Accredited.

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