Complaints

This profile includes complaints for Aura's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Aura has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Aura

  250 Northern Ave Fl 3 Boston, MA 02210-2027

  
• 

  Aura

  10 High St Boston, MA 02110

  
• 

  Aura

  15 Network Dr 3rd Floor Burlington, MA 01803

  
• 

  Aura

  PO Box 51550 Boston, MA 02205-1550

  
• 

  Aura

  PO Box 01580 Boston, MA 02201

  

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.

• Initial Complaint

  Date:02/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  When going over my Discover statement in the beginning of December 2023 I noticed there was a charge posted from hotspot shield for $89.64 at the end of November. I did try to notify them about the middle of December but did not get through. When my nephew came in after Christmas I talked to him about it and he said it is not necessary since my husband passed away, it was his computer and I do not use it. After looking online it said to uninstall the app and contact them. When I finally reached them using various numbers I was hung up on 6 or 7 times. Then I was told since I could not get in the computer someone over there for a fee could get in remotely. I said absolutely not and ended the call. I then put a call into Discover to dispute the charge. On the 19th of January I received an email from hotspot shield saying if I dropped the dispute I would be reimbursed. I contacted them and was then told I either need to install an app called any desk to my phone or tablet which I refused or purchase a pre-paid **** card for the refund. They informed me too much time has passed to put the money back on my Discover. When I asked how could they then put it on the **** card I did not get an answer. I was just informed by Discover February 3rd that it was a valid charge so it was put back on my card. The charge was valid when it posted but I explained the reason to multiple people why the app was no longer necessary and uninstalled. I followed their instructions and contacted them and am still getting the run around.

  Customer Answer

  Date: 02/18/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 02/23/2024

  ***********************, we are truly sorry for the less than satisfactory experience you had with Hotspot Shield. We value our customers and strive to offer exceptional service at all times. Please know that we understand how difficult it can be to lose a loved one and we offer our deepest condolences. Unfortunately, due to the ongoing dispute regarding your late husband's account, we are unable to take any action until the dispute is withdrawn or the bank comes to a decision. We would like to assure you that we are doing everything we can to help resolve this issue in a timely and efficient manner. Please bear with us as we work through this process, which may take up to 45 days if we wait for the chargeback dispute decision.  Thank you ***********************

  Customer Answer

  Date: 03/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This case is still on going  and has not yet been resolved so please do not close the case. 

  

  Business Response

  Date: 03/14/2024

  Good afternoon Ms. *********, this will confirm our phone call earlier this week ensuring your financial honored your dispute and will be crediting your account.  I am sorry for any confusion this caused you.  Please reach out to me if needed, thank you again **********************

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 was trying to "sign-up" and the site wouldn't accept my credit card. I was able to enter an email address and password. But upon not being able to get the cc information to go thru, I called the company and they stated that I didn't have an account. Much to my amazement my credit card was authorized for a payment this morning I didn't authorize, nor did I think it went thru based on my conversation with the individual that night! After getting so frustrated, I decided I didn't want the account and because a representative from the company told me I didn't have an account, I thought I was fine! In addition, when I went online it says that my email wasn't verified. If my email wasn't verified and this is a identity theft company, how did that happen? I don't know what and/or how this happened with this whole matter but I'm done! I called the company this morning and **** indicated that I would receive an email and the matter would be taken care of. I called a little after 9 this morning and I still have not rec'd an email. And, yes, I did check my junk mail. I am requesting a refund in the amount of $153.86.

  

  Business Response

  Date: 01/16/2024

  Good morning, we are sorry that your experience with Aura was less than satisfactory. We value our customers and exceptional service is always our priority. Our records indicate that you called in to request cancellation on 1/8/2024. We honored your cancellation request and have issued a refund in the amount of ****** back to the account ending in ****. If you have any questions, you may contact us at ****************. Our ************************ is open 24/7/365.  Thank you **************

  Customer Answer

  Date: 01/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  Thank you for taking care of this matter so quickly!  I greatly appreciate it!

  
  Regards,
  
  *******************

• Initial Complaint

  Date:12/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 company offers a service called Identity Guard to monitor for online theft of personal data. I had let my service lapse because my bank caught fraud activity on my debit card that Identity guard missed. I received an e-mail from identity Guard that offered 40% off if I would reactivate my account. Since they monitor more than bank activities, I decided to reactivate the account on 12-22-23 at 5:34 pm. This was all done online. As I entered the reactivation part which comes up after payment is made I was instructed to enter all my accounts and personal information to a company called Plaid. I immediately called Identity Guard and requested cancellation of service as I was not comfortable with giving the information that Identity Guard supposedly had. They refused to refund me and informed me my cancellation would be in effect on 12-22-24 even though they are not the ones who will be monitoring. I was not allowed to speak to anyone higher up than a "loyalty" person named ********* who states they never give refunds. If I had known they were using another security service to do the monitoring I would not have reactivated my account.

  Customer Answer

  Date: 01/03/2024

  [A default letter is prYour payment refund was successfully processed
  
  
  BBB/Identity Guard
  Search for all messages with label BBB/Identity Guard
  Remove label BBB/Identity Guard from this conversation
  
  
  
  Identity Guard Suite <**********************************> Mon, Jan 1, 4:54?PM (2 days ago)
  
  
  
  to me
  
  
  
  
  
  
  
  
  Your refund was processed
  Hi *******************************,
  Your refund request for Identity Guard has been processed.
  A refund of 215.88 was refunded to your card on file. Please keep in mind that, while we process your refund immediately, it can take **** business days for the refund to be reflected in your account due to processing time between financial institutions.
  If you have any questions, please visit our FAQ.
  Thank you,
  Your Identity Guard teamovided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:12/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 canceled membership and they have not refunded me like they said they would.

  

  Business Response

  Date: 12/18/2023

  Good morning ******************, we are sorry to hear that your refund was not issued. We value our customers and exceptional service is always our priority.We have cancelled your account completely and issued a refund of $108.00 back to the card ending in ****. Thank you again for bringing this matter to our attention and for the opportunity to make sure that you are refunded promptly.  Please call us or email if you may need further assistance, thank you ******************

  Customer Answer

  Date: 12/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  An account in their ********************* ******* was created without my express consent. When I contacted their customer ******* to tell them to delete the account, they told me to log in, which I cannot do because their login system is broken (it shows an error when attempting to create a password, stating that a valid email is needed, but there is no field to enter that information.

  

  Business Response

  Date: 11/07/2023

  Good evening, our records indicate that you are enrolled in Aura through Second Nature. They provide Aura with your tenant information to enroll tenants into a membership as part of their housing lease contract.You authorized the enrollment when you signed your lease. The membership will only last one year and will then be automatically cancelled. It cannot be cancelled any sooner than that. The service is complimentary.If you have any additional concerns, please contact us at ******************************************* is open 24/7/365.

• Initial Complaint

  Date:10/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  - 8/26/23 I signed up for a 14 Day Trial of Aura (identity protection). After the 14 day trial, if I didn't cancel the service, ****** would bill me $179.99 for one year of identity protection from Aura. - 9/5/23 I called Aura directly, since they offered the same one year of protection for $144.00. I asked if I could cancel the 14 day trial I was currently on and sign up directly with them for one year at the $144.00 price they offer. I was told I could do this. - 9/8/23 I called Aura to confirm that I wanted to cancel the 14 day trial and sign up for one year of identity protection at $144. They said they did this and billed my **************** Card for $144.- 9/9/23 my **************** was billed $179.99 by ****** for the same service I had just paid Aura. - I contacted Aura who told me I needed to contact ****** about a refund. - I emailed ****** who denied my refund request because it did not "qualify for a refund under our refund policy". - I contacted ****** again and was told "since the refund request got declined on ******'s end, this means that the amount is already with the app developers as the funds go directly to them". - I contacted Aura and advised them what ****** said. - Aura refunded the $144 I paid them directly, and cancelled my account; NOT the $179.99 that ****** billed me, which is what I requested.- In the meantime I had called Aura multiple times and was told that ****** needed to refund my money because they (Aura) have a 60 day money back guarantee that ****** was required to honor.In my last communication with Aura, they stated in an email that "We're writing to let you know that the matter of your ****** billing cannot be resolved with us. We're sorry, but this will require a dispute with ******, or possibly your creditor used in your ****** Pay app.****** says to talk to Aura.Aura says to talk to ******.My service with Aura is cancelled and I owe ****** $179.99 for nothing but lots of headaches.

  

  Business Response

  Date: 11/07/2023

  Good evening *********************, please accept my apology on behalf of Aura. I am sorry to learn that your experience with the enrollment was less than satisfactory. We value our customers and exceptional service is always our priority. Our records indicate that your account was cancelled erroneously on 9/8/23. If you would like to reinstate the account , please call in. In the meantime, we will be issuing a check in the amount of $179.99 which you should receive within the next 30 days. We do hope you give us the opportunity to service you in the future.  Thank you ********************

  Customer Answer

  Date: 11/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Last month on August 29 I was charged $10.79 by Aura and $33.00 dollars in overdraft fees because of Aura. I need my money back. I had them blocked from account so it will not happen again.

  

  Business Response

  Date: 10/10/2023

  Good morning **********************, Thank you for sharing your concerns. We are sorry to hear about your overdraft charge. Our records indicate that the account is cancelled and we have issued a refund on September 11, ******************************** ****. If you need any further assistance with your account, please call us at **************. We have specialists available to assist 24/7.  Thank you ********************

  Customer Answer

  Date: 10/12/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Aura has good reports on there advertisements on ******* however Aura's representives do not have knowledge of there job description!
  The money was never deposited into my account it pended but never came through.  You all kept that account open on purpose! I closed out both accounts on the same day! Since you choose to use selective viewing you closed out the most expensive one! I had to go to my bank just to close out the account! I want my overdraft fees back as well! Because of your negligent I am paying a fee that I should have never had to pay! 
  Please give me back ALL OF THE MONEY THAT YOU OWE ME (***** + 33.00)
  The number that she gave you was the wrong phone number. It was to a ******** area my complaint was about identity theft protection. 
  
  *******************************
   

  

  Business Response

  Date: 10/25/2023

  Good morning ********************,  Thank you for sharing your concerns. We are sorry to hear about your overdraft charge. Our records indicate that the account is cancelled and we have issued four separate refunds totaling $63.62. The following are the refund dates and amounts that were issued to the account on file ending in 9694; 8/8 a refund of $31.25, 8/8, a refund of $10.79, 8/14, a refund of $10.79,  9/11, a refund of $10.79.   You may need to discuss the overdraft fee with your financial institution since this fee was applied by them. If you need any further assistance with your account, please call us at **************. We have specialists available to assist 24/7.  Thank you Ms. **************

  Customer Answer

  Date: 10/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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

   

   

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased Aura software about 3 weeks ago. About 2 days ago it deleted itself from my P*, then reinstalled itself. Not it is almost deleted. There is almost no trace except in the * drive, which I cannot delete but the logos keep popping up. I have complained to the company but they apparrenty will not fix it, or do not know how to fit it. My P* is a new P* ( weeks old) and their software is s******* it up. They apparently have no idea what they are doing. I assume they would be helping me if they did. f they will not fix my P* I will have to take it to a 3rd party programmer and pursue the matter through legal means.

  

  Business Response

  Date: 08/22/2023

  Good evening ****************, thank you for sharing your concerns. Our records indicate that you were able to resolve your issue removing the Aura files. We are happy to see that we were also able to assist you with removing Password Manager extension. If you need any further assistance with your account, please call us at **************. We have specialists available to assist 24/7.  Thank you again 

  Customer Answer

  Date: 08/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Purchased Aura's couple protection on May 17, 2023 and paid for 2 years of coverage. Aura's VPN has not worked at all on my personal computer that has the Windows 11 operating system. I have been contacting Aura since June 03, 2023 trying to get this resolved. I am informed with each call that the matter will be resolved within 48 hours and I should receive a call or email with the resolution. This remains unresolved. Aura's online trouble shooting/diagnostic that allows you to send the information directly to Aura does not tell you that unless you call in a ticket the information you submitted online is worthless. I purchased and paid for the Aura product in good faith that the product would work on my personal computer with operating system Windows 11.