Complaints

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:06/27/2023

  Type:Order 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.

  An entity called "REIMAGE STORE", that has not provided any official identification of any sort nor an address nor a proper title for its e-mails (it uses "APP STORE" only known by me as a name pertaining to APPLE ***************** but Reimage Store has denied that it belongs to Apple), and that has not provided one iota of evidence to sustain its claims against me, has sent me multiple e-mails claiming, in sum, that in 2020 I subscribed to their services, that said services are automatically renewable, that it sent me products that I must retain (although it states that it provided its services remotely online), and that now said services will renew on July 05, 2023, and I must pay $249.98. We interchanged at least 5 e-mails in which I strongly denied said claims, stated that I did not have said services, and refused to pay anything. The entity paid no attention thereto and has now erased said e-mails from my computer and IPhone (!!). I printed their last e-mail and I am uploading a copy thereof. I believe this is all fraudulent and a scam. Please investigate. I did not call the entity on the phone provided by them as I thought that through my phone they could hack my computer. I know that you will provide them my information and sincerely hope this will not contribute to further harassment or hacking. Thank you.

  Business Response

  Date: 07/03/2023

  Hello ***,

  Thank you for bringing up your concerns regarding the suspicious emails you received from an entity claiming to be "Reimage Store." We understand your apprehension, and it is important to address this matter seriously.
  
  Upon reviewing the information you provided, we have reason to believe that the emails you received may indeed be part of a phishing attempt. The lack of official identification, absence of a legitimate address, and the use of the name "Reimage Store" without any verified connection to our company raises red flags.
  
  Please be assured that we take the security and privacy of our customers seriously. It is regrettable that someone is misusing our name in an attempt to deceive individuals. We strongly recommend reviewing your online accounts, changing passwords, enabling two-factor authentication where available, and monitor your financial transactions closely for any unauthorized activity, and remaining vigilant to protect yourself from further fraudulent activities.
  
  If you have any further questions or require additional assistance, please do not hesitate to reach out to us. We are here to support you throughout this process.

  Chat: ****************************
  Phone: ************** / **************
  Email: *********************** / forwardto***********************
  
  

  Customer Answer

  Date: 07/10/2023

  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 and the matter has been resolved insofar as the business understands this was a phishing attempt.  I will have no further communication with the entity who sent me the e-mails.  Should there be any further development regarding this matter, I will again get in touch with the Better Business Bureau.
  
  Sincerely,
  
  **********************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/01/2023

  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.

  I was given a year free subscription to Restoro, which I decided to try out. I then received an email less than a month later from Reimage from ************************** via **************, stating that my trial period had ended and I would be charged $379.97. I never agreed to the purchase, the pricing does not match what is on their website, and I never gave them my account information. When I called to stop the bill and find out what this was, the customer service person(s) insisted I log on to another website, where they installed more software onto my computer in order to access it. When I asked why they were doing that, they lied and said they were not. They then lied to me, again, and said I had ordered this "a long time ago". Then they tried to force me to log into my online banking in order to gain access to my banking information. When I tried to tell them no, they became irate and hung up on me, threatening to charge my account again.

  Business Response

  Date: 06/05/2023

  Hello ****,
  
  We hope this message finds you well. We am reaching out to address a matter of concern regarding the email receipt you recently received. It has come to our attention that this email did not originate from our organization but was sent by individuals attempting to gather personal information through deceptive means. Your security and privacy are of utmost importance to **, and we take such incidents very seriously.
  
  Please be advised that this email is a phishing attempt, and we strongly advise against providing any information or contacting the sender. Your security is our utmost priority, and we take such incidents very seriously.
  
  Furthermore, please be aware that the receipt attached to the email is not genuine and does not reflect any charges on your account with us. It is crucial not to rely on the information contained within it. We have no association with the contents or any of the parties involved in sending the email.
  
  We understand that incidents like these can be unsettling, and we apologize for any inconvenience caused. Our dedicated team is committed to ensuring the security of our customers' accounts, and we have implemented robust measures to prevent unauthorized access.
  
  Thank you for bringing this matter to our attention, and we appreciate your vigilance in promptly notifying us. Together, we can maintain a safe and secure environment for our valued customers. Rest assured that we are going to investigate on this matter. 
  
  If you have any further questions or need assistance with any other matter, please feel free to contact us at your convenience. You may contact us on from any of our contact options below: 
  
  Chat: Go to www.support.restoro.com > click on ''Live Support"
  Submit a Ticket: **************************************
  Email: *******************
  Phone: **************
  
  Sincerely,
  
  The Restoro Team

  Customer Answer

  Date: 06/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  This business operates under false pretense and uses deceptive marketing to push it's program on customers.
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  Date:01/03/2023

  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.

  Several months ago my 89 year old father was basically tricked into signing up for software (for about $400) from a company called Restoro. Being his son and overseeing his finances, I ended up talking to the company rep who promised they would refund it, which they did. However, two days ago a new debit of $69 for software he never ordered showed up on his checking account from Reimage. Turns out that Reimage is owned by the same group that owns Restoro. Did Restoro share his account info with Reimage? Seems like it to me.Here is the email he received from Reimage.Order Details: Order ID: ***************** Customer Name: *********************************** Email address: ***************** Price: ***** USDLicense Expiration Date: December 31, 2023Number of License Keys: 1 License Key: *************** Download Instructions: Note: If you have already used the Reimage free scan you can activate the repair without downloading the program. (Go to Step 2) Step 1 - To download and install Reimage: * Go to *************************** * Click the 'Download' button * Click 'Next' in the setup wizard * Review the license agreement and 'click I Agree' to continue * Click 'Start Repair' Step 2 - To start a PC repair: You will need to begin by running the application from the desktop icon or from the Start menu. To enter Your License Key: * Complete the initial PC scan. * Choose "Activate your license key" * Enter your license key in the space provided * Click 'Continue' . The Repair begins. * Do not make any system changes and do not close the Reimage application while repair is ongoing. If you have any technical issues, please visit the support section of our website at **********************************/ . Enjoy ***********! The Reimage team.

  Business Response

  Date: 01/03/2023

  Hello *******,
  
  We sincerely apologize that our service was not satisfactory for you. We aim to provide the most excellent customer service and carry our business with high standards. It is of deep concern that our standards were not met in your customer experience. Your satisfaction is important to us, and we will ensure this does not happen again.
  
  Please be informed that the auto renewal came from the purchase of Reimage software last 2021-12-31, 14:57:13, with transaction ID ******************
  
  We have processed the refund and cancellation of your Restoro Software on our end. All further ******** for this transaction have been cancelled as well. 
  
  Please allow a maximum of one to two billing cycles for the refunded amount to reflect on your bank statement. 
  
  Transaction ID: *****************
  Amount: $69.95
  
  Please feel free to reach out to our support channels below with any further comments, concerns, or suggestions you wish to share. We would love to make things right if you give us another chance.
  
  Phone: **************
  Email: *******************
  Chat: ***********************************

  Customer Answer

  Date: 01/03/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/09/2022

  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.

  I received an email saying that I purchased a complete pc solution for $289.00 and that this amount would show up on my bank statement in 48 hours.The renewal date says 12/09/22 Told me to call ***************

  Business Response

  Date: 01/02/2023

  ********, 
  
  Thank you for bringing this to our attention. We understand how alarming it is to be receiving such an email. Please be assured that this email did NOT come from Reimage nor the phone number is not registered with Reimage. This may have come from those who are pretending to be Reimage. Be assured that Reimage will never charge anyone without their consent and knowledge. In addition to that, we cannot find any account or a subscription using your details.
   
  We strongly recommend never contact anyone that stated in that email. Be assured that we will further investigate this matter. 
  
  If you have any questions or concerns, you may contact us thru the following: 
  
  ***** ********************************** ****** ************** * **************  ****** ***********************  ******** ******************* 
  
  We truly appreciate your patience and understanding on this matter.

• Initial Complaint

  Date:12/01/2022

  Type:Delivery 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.

  I just got an email from ***************** <*********************> representing reimage that they have charged $****** to my account. I never ordered anything and when I call the number listed below 2-3 times and they hang up as soon as I say fraud. reimage Order Id: *********** *****************,Please get the details of renewal for Complete Optimized and Protection Thank you for choosing us The amount charged will show within 48 hrs in your bank statement. Payment status : Completed Here is your order details:account id: ************** Product: Complete Pc Solution Price: $ ****** Renewal Date : 12/01/22 ________________________________________To cancel your membership, reach us within 48 hrs +* * * ** * * ** * * * * Powered by GeekSquad Copyright 2022

  Business Response

  Date: 12/05/2022

  Hi ******,

  Thank you for bringing this up to our attention. We understand how alarming it is to be receiving such email. Please be assured that this email did NOT come from Reimage. This may have come from those who are pretending to be Reimage. Be assured that Reimage will never charge anyone without their consent and knowledge.

  In addition to that, the product name that is stated on your email is "Product: Complete Pc Solution". We strongly recommend to never contact anyone that is stated on that email.

   

  Be assured that we will further investigate on this matter. If you have any questions or concerns, you may contact us thru the following:

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

  We truly appreciate your patience and understanding on this matter.

• Initial Complaint

  Date:11/23/2022

  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.

  Today, November 23, 2022, I received an email from reimage telling me that my credit card will be billed $298.00 for renewal of "Complete Optimized and Protection", item "Complete Pc Solution". My account id: **************, order #**********. The renewal date is this day, and I'm told on the form that the amount charged will show on my bank statement in ***** hours. The email also says "Powered by Geek Squad". I have never heard of reimage and can find no record of having done business with them. I believe that this is a scheme to try to get me to call the number given if I want to cancel my membership ***************).

  Business Response

  Date: 11/24/2022

  Hi ********,

  
  Thank you for bringing this up to our attention. We understand how alarming it is to be receiving such email. Please be assured that this email did NOT come from Reimage. This may have come from those who are pretending to be Reimage. Be assured that Reimage will never charge anyone without their consent and knowledge.

  In addition to that, we cannot find any subscription using your details. We strongly recommend to never contact anyone that is stated on that email. Be assured that we will further investigate on this matter.

  
  If you have any questions or concerns, you may contact us thru the following:
  ***** **************************** ****** ************** * ************** ****** *********************** ******** *******************
  We truly appreciate your patience and understanding on this matter.

  Customer Answer

  Date: 02/10/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/18/2022

  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.

  Reimage .. received an email that I would be charge $ 397. 70 for service renewal which I don't have i never done business with this company and have no reason to as i Work in IT and is capable of fixing my own computers . Renewal date 11/17/22. Here are my details product name computer PC Solutions value ****** .Act ID ************** invoice # ************.. Money will leave bank account in 48 hrs phone number *************

  Business Response

  Date: 11/20/2022

  ********************,
  
  Thank you for letting us know about this matter. We would be happy to review the specific incident in more detail with you so that we can better understand what happened and to make sure such does not happen to our future customers.
  
  Could you please forward or send a copy of the email you received to our support email address, ***********************?
  
  Your feedback is valuable to us. Please let us know how else we can help.
  
  Chat: ****************************
  Phone: **************
  Email: *********************** / ********************************
  Thank you.

• Initial Complaint

  Date:10/21/2022

  Type:Sales and Advertising 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.

  Reimage .. received an email that I would be charge $ 352. 99 for service renewal which I don't have . Renewal date 10/20/22. Here are my details product name computer PC Solutions value 352.99.Act I'd **************** Reciept # *********.. Money will leave bank account in 48 hrs

  Business Response

  Date: 10/24/2022

  Hello *******,

  Thank you for bringing this matter to our attention. We would be happy to review the specific incident in more detail with you so that we can better understand what happened and to make sure such does not happen to our future customers.
  
  However, we cannot pull out an account under the email address and transaction ID you've provided, making it difficult for us to continue with our account investigation. Can you please send us an email at ***********************?
  
  We appreciate your patience, and we hope to hear from you soon.
  ***** **************************** ****** ************** ****** *********************** * ********************************
  
  Thank you.

• Initial Complaint

  Date:09/14/2022

  Type:Order 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.

  Re-image. This company got into my computer someway. And I wanted to collect a large amount of money for me for their services, which I never signed up for. It is a scam. They need to be dealt with.Order No: #********** ******************,Please get the renewal details for Pc Optimizer and Complete Protection Thank you for choosing us. Payment status : Completed Here is your purchase info:account id: ************** Product Name: Complete Sys Solution Cost: $ ****** Renewal Date : 09/12/22 The amount charged will show within 48 hours in your bank statement. Registered Email: ********************* To cancel your membership, reach us within 48 hours ** * * ** * * ** * * * *  Copyright 2022 Powered by *******

  Business Response

  Date: 09/15/2022

  Hello *****,
  
  Thank you for letting us know of your feedback, and we're sorry to hear that your experience was not the quality you expected.
  
  Reimage *** has been working since 2008 and we have a valid digital signature from Symantec (Verisign). Our website is secured with McAfee and TRUSTe, and we have no 3rd party applications with our installation.
  
  Reimage is an advanced OS repair tool that fixes damaged registry and system files by comparing them to a clean image that matches the user OS, and then replacing all the damaged and missing files and registry components. Reimage uses patent-pending technology in order to compare the health system and the user system. We have the ability not only to remove the infected file but also to restore the healthy component from our huge repository of spare parts. Reimage is a complementary solution to AVs and does not compete with them. More details regard the technology and patent can be found on the web, there is no other product that is able to fix/recover a system as Reimage does:
  **********************************************
  We'd like to investigate your feedback further and correct the necessary. However, we cannot pull out an account under the email address and transaction id you've provided, making it difficult for us to continue with our account investigation. Can you please send us an email at ***********************?
  
  We appreciate your patience and we hope to hear from you soon.
  
  ***** **************************** ****** ************** ****** *********************** * ********************************
  Thank you.