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:04/10/2023

  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.

  Purchased software (***********) on March 22, 2023 in the amount of $21.09 and was debited same day. I cancelled/requested a refund the following day, March 23, 2023 and was credited the $21.09 only to see the same amount debited once again from my checking account (March 23, ****). On April 5, 2023 I spoke with *** regarding the additional debit on 3/23 and he claimed there were several atempts to credit the account with the funds withdrawn without my consent but the credit was rejected by my bank. I called my bank to contirm this and was told that there NO attempts to deposit those funds and if there were an issue, the March 23 credit would not have taken place. I would like my refund processed correctly and promptly.

  

  Business Response

  Date: 04/18/2023

  *****************************
  ************************************************* 53004
  
  4/18/23
  
  Complaint ID: ********
  **************************
  
  Dear **********************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication.We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records indicate that on March 22, 2023, you purchased a 1-year license for our ********* Software at a total cost of $21.09.
  
  Per your request on March 23, 2023, your subscription was cancelled and your initial purchase was refunded. We regret to learn that,due to a system error, your purchase was rebilled: we apologize for any inconvenience which resulted.  A refund was attempted for the rebilled transaction on this same date, however our records reflect that this refund was not accepted to the payment card on file over several attempts to issue it.
  
  In an effort to fully resolve this matter, a refund of $21.09 has been issued for your rebilled purchase, which our records indicate was accepted to the payment card on file. Please allow 3 to 5 business days for credits to post.?
  
  Your account remains closed, and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at *************.????
  
  
  Sincerely,??
  
  ****************??
  Contact Center Operations?Director
  

• Initial Complaint

  Date:03/21/2023

  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.

  purchased a service from mycleanpc.com - was chaged $518.00 - website and the sales person said there was a 30 day rufund guarentee - I did not use the service and tried to cancel after 7 days and they would not refund us the $518. Also they were very rude!

  

  Business Response

  Date: 04/03/2023

  *************************
  *********************************************************************
  
  Date: 4/3/23
  
  Complaint ID: ********
  ***********************
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Please be advised we believe this complaint may be a duplicate of your Complaint ID ********; however, for convenience, the response provided to that complaint also follows here.
  
  Our records indicate that on March 14, 2023, you purchased a 2-year license for our ******* Technical ********************, LiveTech, which would convert to a monthly billing plan at the end of the initial prepaid term.
  
  Your **************** was cancelled as you requested on March 21, 2023. We regret to learn that you were dissatisfied with our services, as well as that your full refund request was not processed promptly, and would like to apologize for any inconvenience which resulted. 
  
  In an effort to fully resolve this matter, a full refund for your LiveTech purchase has been issued, in the amount of $518.00 (split into two refunds of $259.00 each.) Please allow 3 to 5 business days for credits to post.?
  
  Your account remains closed, and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at **************.????
  
  
  
  Sincerely,??
  
  ****************??
  Contact Center Operations?Director

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair 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.

  On March of2022 I signed up for ************* and at that time requested no automatic renewal. The company claims they have sent me notice of renewal which I did not reject; however, in no case did I agree for renewal but I have been charged $382.40. I requested a total refund but was told they could only refund 50% even though the service has been cancelled.

  

  Business Response

  Date: 03/17/2023

  ***********************
  *******************************
  ********** ** 75056
  
  Date: 3/17/23
  
  Complaint ID: ********
  *****************
  
  Dear **************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication.We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.  
  
  Our records reflect that on March 9, 2022, you purchased a one-year prepaid subscription for our 3000GB Online Backup, which would be renewed at the end of the prepaid term unless cancelled prior to the scheduled renewal date; we regret to learn that there was miscommunication in regards to this services automatic renewal.
  
  With no request for cancellation received, on March 9,2023, your ********************* renewed at a total cost of $382.40.
  
  Our records reflect that you requested to cancel this service on March 10, 2023: your ********************* was inactivated at this time, and a refund of $179.70 was also issued. On March 14, 2023, an additional refund for the remaining $202.70 was issued, completing the total refund of $382.40 purchase price for your services renewal. Please allow 3 to 5 business days from the date of issuance for credit(s) to post.
  
  Your ********************* remains cancelled, and nothing further will be billed for it. If you need further assistance, please contact **************** toll free at **************.  
  
  Sincerely,  
  
  ****************  
  Senior ********************** Operations  
  

• Initial Complaint

  Date:03/06/2023

  Type:Service or Repair 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.

  Attempted to cancel a service and was told by customer service my credit card would not be charged. they did cancel service and still charged for one month service even after the rep said they would not do so

  

  Business Response

  Date: 03/15/2023

  *********************
  4606 County Route 4
  ******, ** 13126
  
  Date: 3/15/23
  
  Complaint ID: ********
  *************************
  
  
  Dear ************,  
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience. 
  
  Our records reflect that on March 3, 2022, you purchased a 3-year prepaid license for our ********* Software; this purchase also included a one-year subscription to our ********* **************************** which would be renewed at the monthly rate following the end of its prepaid term until cancelled.
  
  Your ********* *************************** subscription renewed as scheduled on March 3, 2023, at a cost of $21.55. Also on March 3, 2023, your ********* *************************** was cancelled as you requested.
  
  While the terms and conditions of your purchase do specify that monthly and annual subscription fees are nonrefundable, as a gesture of goodwill and in an effort to fully resolve this matter, we have issued a refund of $21.55 for your ********* ***************************. Please allow 3 to 5 business days for credits to be reflected to your statement.
  
  If you need further assistance, please contact **************** toll free at **************.  
  
  Sincerely,  
  
  Morgan M.  
  Senior ********************** Operations  
  

• Initial Complaint

  Date:01/09/2023

  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.

  In November 2022, I subscribed to computer support services from USTechSupport. Within 1-week of subscribing to these services, I cancelled the services (due to poor service.) and requested a refund of the $518.00 that I had paid via my credit card. At the time that I cancelled these services, the USTechSupport representative agreed to the refund and said it would take several weeks to process the return, The USTechSupport website clearly displays that there is 30-day money back guarantee. I let things slide thru the Thanksgiving and Christmas holidays. However, I never received the refund. When I now contact the company, they say that no refund will be forthcoming. That the purchase was made with my full knowledge with my credit card, and they would not refund the $518.00. When I asked about the 30-Day Money Back Guarantee, the representative could not provide a response.

  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2023/01/18) */ **************************************************** Date: 1/8/2023 Complaint ID: ******* ******************* Dear *********, Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience. Our records indicate that on November 16, 2022, you purchased a 2-year license for our 24-hour Technical Support, LiveTech, which would convert to a monthly billing plan at the end of the initial prepaid term. Your LiveTech service was cancelled as you requested on November 29, 2022. We regret to learn that your refund request was not processed promptly, and would like to apologize for any inconvenience which resulted. In an effort to fully resolve this matter, full refund for your LiveTech purchase has been issued, in the amount of $518.00: please allow 3 to 5 business days for credits to post. Your account remains closed, and nothing further will be billed to you. If you need further assistance, please contact Customer Service toll free at **************** Sincerely, ********. Senior Manager Contact Center Operations Consumer Response /* (2000, 7, 2023/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund has been received. I am satisfied with resolution. I appreciate the efforts of the BBB on my behalf. **********

• Initial Complaint

  Date:12/17/2022

  Type:Service or Repair 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 subscribed to Live Tech for one year. I told them I did not want to renew my subscription. They still billed me and I consider the billing to be fraudulent. I called them the day they billed me and they would not refund the funds they wrongfully charged

  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/27) */ ******************************************************************************************************************* Dear **********, Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience. Our records indicate that on October 17, 2021, you purchased a 1-year license for our 24-hour Technical Support, LiveTech, which would convert to a monthly billing plan at the end of the initial 12-month prepaid term. Per the terms of the offer, your LiveTech subscription renewed at the monthly cost of $19.95 in November and in December. Per your phone request on December 17, 2022, your LiveTech subscription was cancelled; our records do not reflect any calls received from the phone number on file for your account (and this complaint) prior to this date. While the terms and conditions of your LiveTech purchase do specify that monthly and annual subscription fees are nonrefundable, as gesture of goodwill and in an effort to resolve this matter, we have issued a refund for the December payment in the amount of $19.95: please allow 3 to 5 business days for credits to post. Your account remains closed, and nothing further will be billed to you. If you need further assistance, please contact Customer Service toll free at (****************** Sincerely, ********. Senior Manager Contact Center Operations

• Initial Complaint

  Date:10/30/2022

  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.

  On Saturday, October 22, 2022, I bought software ************* from US Tech Support in the amount of $179 for my ******************************************************* initiated a remote session with myself in an attempt to put the software for live tech onto my computer and was unable to put the software on my computer because ***** would not release the permissions on my computer for my MacBook. Since ***********, the live tech was unable to put the software on because we couldn't figure out together in the remote session to upload it I asked for a refund and she told me to call the business department in order to get a refund because she was unable to help me to get the software on to the computer. On Tuesday, October 25, 2022. I spoke with **** at phone number************* at 8:55 AM and then called again for a supervisor at 8:48 AM from US Tech Support requesting a refund because ***** was unable to upload the software for the live tech and **** proceeded to tell me that it was successful, and was not trying to work with me in order to get my refund. I called ******** my credit card company and proceeded to file a dispute, and I'm also filing a dispute with the ********************** because of unfair practices as a customer being treated in that way they were trying to steal my money and not refund me for software that was never loaded onto my computer. I am also filing a complaint because they made it difficult for me to talk to a supervisor. This is not the first time I've had this problem with this company that they will not give you over to a supervisor when there's a problem this company does unethical practices. I want a full refund of my money that was paid out to US Tech Support in the amount of $179. I am asking for you guys to intervene, because they are being unreasonable and trying to cheat me out of my money. I called the main number on 10/22/22 at 7:11pm after my call with live tech ***** in hopes that I would reach someone for my refund then.

  

  Business Response

  Date: 01/05/2023

  Consumer Response /* (-5, 5, 2022/11/21) */ ***Document Attached*** I have more proof to upload that US Tech Support did not provide the product that they charged me for. I am trying to upload pictures. US Tech Support software virus protection was not put on my computer. See pictures. This company is trying to rip me off out of money. Consumer Response /* (-5, 6, 2022/11/21) */ ***Document Attached*** Here are more photos of my computer to upload for my compliant against them. Business Response /* (1000, 7, 2022/11/14) */ ************************************************************************* Date: 11/14/2022 Complaint ID: ******* ***************************** Dear Ms. ****************, Thank you for contacting us through the **********************. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience. Our records reflect that you purchased a 1-year prepaid license for our LiveTech service on October 22, 2022, at a total cost of $179.00 to be renewed yearly. We regret to learn that this purchase was unable to be activated on your ******* at the time of purchase, and would like to apologize for any frustration you experienced. The installation issue was escalated during your initial call for a specialist to call back and provide further assistance; as this callback to you on the same date was still not able to resolve the issue, it was confirmed that your requested refund could be processed via customer care, as the support agent you spoke with during your second call on this date did not have access to refund your purchase. Our records reflect your next call was received on October 25, 2022; we regret any miscommunication which occurred at this time, as we note on reviewing your experience that your first call on this date was ended without resolution to inquiries about the nature of the issue, as that must be determined in order to indicate the reason for processing refund and complete your request for such. Per your next call on this same date, we regret to note as well that this call was ended before your account was located in order to complete your request for transfer to a supervisor. Also on October 25, 2022, we received a request for payment reversal of your LiveTech purchase from your financial institution: at this time our records reflect that this dispute has not been resolved. As the deposit with Acquirer's Reference Number (ARN) ***************** corresponding to $179.00 payment on 10/22/22 is already referenced by a chargeback where we, as the merchant, are not provided with any option to withdraw our representment, we are unfortunately unable to offer any resolution regarding this disputed payment until the outcome of representment in this dispute has been provided from your financial institution. As procedures regarding dispute processes and resolution timeframes vary amongst financial institutions, we are unable to provide information on when this determination will occur; you may wish to provide your financial institution with the Acquirer's Reference Number information listed above to check on its status. Per receipt of your payment dispute on October 25, 2022, your LiveTech subscription has been cancelled: it will not renew at the end of its prepaid term, and nothing further will be billed to you. We hope this information has been helpful to you. If you need further assistance, please contact USTech Support Customer Service toll free at**************** Sincerely, ********** Senior Manager Contact Center Operations Consumer Response /* (3000, 9, 2022/11/21) */ I am responding back to this Matter in which US Tech Support still has not resolved the issue, they cancelled and said no more charges will be put against but this company has still not made a wrong decision right by agreeing to refund the amount of $179 for which they charged me for work that was not done to my computer in which I supplied pictures that their virus protection was never installed onto my computer because their tech agent could not install it. I don't see anything in this resolution or reporting back that they are issuing a refund all I see is they canceled. I am not satisfied and it is still unresolved. I want a full refund for work they do not do. They lied to my credit card merchant that the work was successful and it was not and they lied and told me when I called and spoke to their representative **** she said it was successful and it was not. Where is the refund for their owning up to the cancellation? This is matter is still unresolved. I was charged for a service they did not do. Business Response /* (4000, 11, 2022/12/02) */ ************************************************************************ Date: 12/1/2022 Complaint ID: ******* ***************************** Dear Ms. ****************, Thank you for the opportunity to respond. As noted in our prior response, on October 25, 2022, we received a request for payment reversal for your LiveTech purchase from your financial institution. As outcome of this dispute provided from your financial institution indicates that it has been decided in our (the merchant's) favor, we would like to offer a full refund of $179.00 for your LiveTech purchase. As a payment dispute revokes the merchant's authorization to process any further transactions to the payment card, this refund would be issued via check. Please be advised that this refund offer is contingent upon your acceptance of such as a complete and satisfactory resolution to your complaint; once we receive confirmation of your acceptance, we will take immediate action on your behalf. You may forward your response to the ********************** of************* in the form of a Rebuttal to your complaint #******* filed on October 30, 2022. Additionally, we request that you withdraw this complaint following your receipt of resolution to it. To confirm once more, your LiveTech subscription remains cancelled, and nothing further will be billed to you. Sincerely, ********** Senior Manager Contact Center Operations Consumer Response /* (2000, 13, 2022/12/16) */ I am responding back via email, I want my $179.00 written in a check from them given back to me per this agreement and want this matter resolved put to rest. To inform you it is still an ongoing investigation with my merchant.

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair 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.

  On October 3rd, 2022 I purchased a three year subscription of MyCleanID identity theft protection for $212.43. One of their support agents remotely accessed my computer and activated my account even though I specifically told them I didn't want them to have access and that I was perfectly capable of activating it myself. Also, every email I have received from them has gone into my spam folder. Nothing I have experienced so far leads me to believe I can trust this company. I have requested a refund of my subscription multiple times through email, live chat, and over the phone. I received a single reply through an email saying that they were sorry to hear I wished to cancel and that I would have to contact them by phone. Every time I've tried through live chat the chat gets disconnected and when I call I get put on hold and ultimately disconnected. Order ID: *******

  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/10/25) */ *********** ************************************* Date: 10/25/2022 Complaint ID: ********************************************** Dear*********, Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience. Our records reflect that on October 3, 2022, you purchased a package (order *******) which included a 3-year prepaid license for MyCleanID Software for 1 PC and a 1-year license for our MyCleanId Identity Protection service, at a total cost of $212.43, each to be renewed at the end of their respective prepaid terms. Our records also reflect that on this same date, you purchased a 1-year license for our iolo System Mechanic Ultimate Defense, at a promotionally-discounted price of $31.98, to be renewed annually; this purchase also included a one-month free trial of our 24-hour Technical Support, LiveTech, which would renew monthly starting in November 2022 at a cost of $19.95 until canceled (order *******.) As you have requested, all subscriptions have been cancelled, effective October 20, 2022. Nothing further will be billed to you, unless you choose to place a new order for one of our services in the future. We have also issued a full refund for your purchases (a total of $244.41) back to the original payment card. Please allow 3-5 business days for credits to be reflected. If you need further assistance, please contact USTech Support Customer Service toll free at ****************************************** Senior Manager Contact Center Operations

• Initial Complaint

  Date:10/08/2022

  Type:Service or Repair 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 have been charged monthly for the System Mechanic Ultimate Defense software since I believe Jan. 2022. When ordered ,I did not know that it was from a 3rd party that charges a fee for their tech services which I never used nor knew that i was paying for. I thought it was a simple transaction from the software developer IOLO .i asked several times are you IOLO???, he gave me some long winded comment that was confusing. The program should cost $39.95-$59.99 with no additional charges. I called the number on my credit card statement. I spoke with a*************** on Oct. 7,2022 at 2:57 pm PDT. I live in Florida EST. I asked that the monthly charges be stopped. He then said wait a minute said he is checking for specials that will end in 2 days. He quoted me a price of $239. He said that i will be saving around $150 and that this new order is for 3 years and if i want to renew in 3 years it will only cost $59...plus he will give me free tech support. Very confusing and I cant believe that i purchased this new package. I even gave him remote access to install on my pc which I would have installed myself. UGGGG. I asked for the license number of the System Mechanic. He said that he had to sent an email to get it and he then sent me the license...strange. I googled reviews of USTECHsupport.. what I gathered is that the company is borderline scamming. Unfortunately, I was not able to print out the invoice and i can not find it in my email. Their were 6 emails from***************...3 were for cancelling 3 orders which i do not know what they were for. I would appreciate if BBB would contact them and refund the $239 (i'm not sure of the exact price). If they refuse to refund then they should only be charging me the Target price of $59.99 or less. And I need a confirmation that there is not a recurring renewal fee....I read the BBB reviews of USTechsupport...seems others had the same issue. The salesman name is***************. We spoke oct 7 at 2:57 PDT.**************

  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 6, 2022/10/21) */ ***************************************************************** Date: 10/21/2022 Complaint ID:******** *************** Dear **********, Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience. Our records reflect that you have purchased several of our products: On February 17, 2022, you purchased a 1-year prepaid license for ouriolo System MechanicProfessional software at a cost of $19.97, to renew annually. On June 19, 2022, you purchased a 1-year prepaid license for ouriolo System Standard software at a promotionally-discounted price of $19.97, to be renewed annually at the regular price of $49.95; our records reflect that you selected the option to upgrade your System MechanicStandard software purchase to the Ultimate Defense package, for an additional $15.00. Your purchase also included one free month of our 24-hour Technical Support, LiveTech, which would renew monthly at a cost of $19.95 until canceled. Per the terms of the offer, your monthly LiveTech subscription renewed at a cost of $19.95 in July, August, and September. On October 7, 2022, you purchased a 3-year prepaid license for ouriolo System Mechanicsoftware at a promotionally-discounted price of $59.99, to be renewed at the end of the prepaid term. This purchase also included a 1-year license forLiveTech, at a cost of $179.01, which would renew annually until canceled. On October 15, 2022, all of your subscriptions were inactivated, and a full refund for your October 7, 2022, purchases (totaling $239.00) was issued. As you have requested, nothing further will be billed to you, unless you choose to place a new order for our services in the future. If you need further assistance, please contact our iolo Customer Service toll free at****************  Sincerely, Morgan M. Senior Manager Contact Center Operations

• Initial Complaint

  Date:09/09/2022

  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.

  This company has in total, charged me $100 for a service I never signed up for. I canceled the subsricption I had with them back in February, 2022. They would not respond via email and so I had to contact them over the phone. After many attempts, someone finally picked up the phone and tried to persuade me from canceling my subscription, even though I had made it very clear that I had never used their services nor had any plans to. Just this month,********** credit card was somehow charged another $20 for a subscription. I have no idea how they got her credit card information, this is never something we ever singed up for. I have contacted them again over email and have called several times today with no luck getting through.

  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 17, 2022/11/08) */ ********** *******************************************   Date: 11/8/2022   Complaint ID: ******* ********************* Dear *********,     Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.We regret the delay in responding to your complaint filed with the Better Business Bureau on September 12, 2022, as we did not receive this complaint until October 27, 2022.  Our records reflect that you placed an order for GetMyDrivers Software on November 13, 2021, at a total cost of $19.99 which would renew yearly. Your purchase also included a one-month free trial of our GetMyDrivers LiveTech Service, which would renew monthly starting in December 2021 at a cost of $19.95 until canceled. Your LiveTech service renewed on the 13th of each month, from December 2021 until February 2022, at the monthly fee of $19.95. Your GetMyDrivers and LiveTech subscriptions were cancelled as you requested on February 13, 2022. Our records reflect that another order was placed for GetMyDrivers Software on September 2, 2022, at a total cost of $19.99 to be renewed yearly; this order provided the same name and phone number as your prior order, and which you have provided with your complaint. This subscription was subsequently cancelled on September 21, 2022. If you feel that your wife's credit card has been compromised, we recommend to please contact your credit card company for further action. Your account remains closed and nothing further will be billed to you. If you need further assistance, please contact GetMyDrivers Customer Service (Powered by USTechSupport) toll free at *************************************************** Senior Manager Contact Center Operations