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:09/04/2022

  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.

  when I called and talked with customer service and explained that I wanted to cancel my subscription with them and refund my money because I wasn't happy with their service they would not refund any of the funds saying I downloaded there system into my computer but I have uninstalled the product from my laptop and still they can't refund my money that crap I wasn't happy and never have I have a company not refund my money due to the fact I downloaded their system into my computer I't easy to uninstall a program if you know what you are doing money stealing

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/19) */ ************************************************************** Date: 9/19/2022 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 made several online purchases for our products: the first on July 12, 2022, when you purchased a one-year license for ourMy CleanPC Software at a total cost of $21.53 (including applicable taxes) for the pre-paid term; this purchase also included a one-month free trial of our 24/7 LiveTech service. On this same date, both subscription services were cancelled, and a full refund of $21.53 was issued. On August 24, 2022, you purchased a one-year license for our iolo System Mechanicsoftware, at a promotional discounted price of $21.66 (including applicable taxes), to be renewed at the regular yearly price of $49.95 (plus tax) at the end of the prepaid term. This purchase once more included a one-month free trial of our 24/7 LiveTech service. On August 30, 2022, our records reflect that you made 2 online purchases: the first was a one-year license for our GetMyDrivers Software, at a total cost of $21.53 (including tax), to be renewed at the same yearly price at the end of the prepaid term. Also ordered on this date was a one-year license for our System Mechanic Ultimate Defense Whole Home software bundled with our 24/7 LiveTech service, at a total cost of $181.46 (including tax), to be renewed at the same cost at the end of the prepaid term. While the first order (for GetMyDrivers) was successfully processed and charged to the provided payment card, the second order (for System Mechanic Ultimate Defense Whole Home software and LiveTech) was not successfully processed: the $181.46 total cost for this order was not charged to the payment card provided, as this order did not go through. On September 4, 2022, your GetMyDrivers service was cancelled, and a full refund of $21.53 was issued. As you have requested in your Better Business Bureau complaint, your remaining subscription for iolo System Mechanic and LiveTech free trial has been cancelled (effective September 15, 2022), and a full refund totaling $21.66 has been issued. Please allow 3 to 5 business days from the date(s) of issuance for credit(s) to post. All of your subscription services are inactive and have been refunded in full, and nothing further will be charged unless you place a new order for one of our services in the future. If you need further assistance, please contact Customer Service toll free at *************** Sincerely, Morgan M. Senior Manager Contact Center Operations Consumer Response /* (2000, 7, 2022/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) they have apologized for their actions and have refunded my money back to me in a timely manner

• Initial Complaint

  Date:08/23/2022

  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.

  I HAVE RECIEVED A RENEWAL NOTICE BY EMAIL. THEY GIVE A PHONE NUMBER *************************** & ************ TO CALL FOR SUPPORT. I HAVE CALLED THOSE NUMBERS SEVERAL TIMES AND THEY TRY TO SELL THINGS OR PUT YOU ON HOLD FOREVER. SO YOU CAN NEVER GET SUPPORT OR CANCEL YOUR SUBSCRIPTION. THEY ALSO GIVE YOU A CHAT NOW BOX ON THE WEBSITE BUT IT KEEPS TAKING YOU TO A SUBSCIBE PAGE. NOT GETTING WHAT YOU PAY FOR AND THEN NEVER GETTING TO UNSUCSCRIBE. WHAT A SCAM.

  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/05) */ Douglas Power 10550 S Worth Ave Worth, IL 60482 Date: 9/5/2022 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 January 25, 2022, you purchased a 1-year prepaid license for our iolo System Mechanic software online, at a promotional discounted price of $19.98. Your purchase included one free month of our 24/7 Technical Support, LiveTech, which would renew monthly at a cost of $19.95 until canceled. Per the terms of the offer, on February 25, 2022, your monthly LiveTech subscription renewed at a cost of $19.95; this subscription has renewed each month thereafter on the 25th. As you have requested, your LiveTech subscription is now cancelled (effective August 30, 2022.) Your iolo System Mechanic license will expire at the end of its prepaid term on January 25, 2023; nothing further will be billed unless you choose to place a new order for one of our services. If you need further assistance, please contact our Customer Service toll free at *************** Sincerely, Morgan M. Senior Manager Contact Center Operations Consumer Response /* (2000, 7, 2022/09/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Shortly after I filed with BBB I received an email telling me that the account has been cancelled, and they apologized for everything. So yes I accept there response. I just hate to complain or post bad things about a company since I have two companies I own. I just wish it could have been handled without filing a complaint with the BBB. Don't be afraid of this company because of one BBB complaint. They may have been short staffed or just had a bad employee handling that part of their business. Thank you BBB for such a great job you guys do.

• Initial Complaint

  Date:08/10/2022

  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.

  Aug 3, 2022, a charge of $19.95 was charged to my cedit card for an additional service I did not want. The service (Tech Support), billing began on Aug 3, 2022. I Notified*************** at ******** on Aug3, 2022, that I did not want this service, effective immediately. He cancelled service and sent a confirming e-mail. I contacted an************** at ******** today (8-10-2022), and he could not issue a credit. Was given 2 phone numbers,that ring (over 10 mins) and not answered. I have instituted a dispute with my bank fraud dept. I felt you should have this information, as I see I'am not alone with this complaint.

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/24) */ **************************************************** Date: 8/24/2022 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 July 3, 2022, you purchased our iolo System Mechanic software online at a promotional discounted price of $14.98, to be renewed at the regular yearly price of $49.95 at the end of the prepaid term. Your purchase included one free month of our 24/7 Technical Support, LiveTech, which would renew monthly at a cost of $19.95 until canceled. Per the terms of the offer, on August 3, 2022, your monthly LiveTech subscription renewed at a cost of $19.95. Also on this date, your LiveTech subscription was cancelled, as you requested. On August 11, 2022, our records indicate that a full refund was issued for your $19.95 LiveTech charge. Please allow 3 to 5 business days from the date of issuance for the credit to post. If you have not yet received that refund, please provide the following Acquirer's Reference Number to your financial institution to check on the status: **********************. Your iolo System Mechanic license is scheduled to be renewed on January 9, 2024; nothing further will be billed until that time, unless you choose to place a new order for one of our services. If you need further assistance, please contact our Customer Service toll free at **************. Sincerely, Morgan M. Senior Manager Contact Center Operations Consumer Response /* (2000, 7, 2022/08/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company repaid amount of un-authorized subscription. Thanks to The BBB, this was accomplished. It does appear looking into complaints further, I was not the only person that was charged for service never requested.

• Initial Complaint

  Date:06/21/2022

  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 tried three 3 times to cancel the recurring monthly charge from this company. I get people who obviously do not intend to cancel or do anything other than lie saying they will cancel. Now I have to possibly close my bank account in order to make it stop! This is fraud! I am on a fixed budget and they are not doing what I've asked! I think they are scammers!

  

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 5, 2022/07/05) */ **************** ***************** *********************** Date: 67/05/2022 Complaint ID: ******* *********************** Dear Ms. ******* 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 enrolled for a 1-year license with our 24-hour Technical Support, LiveTech, on October 19, 2020, and that your LiveTech membership converted to a monthly billing plan at the end of the initial prepaid term (on November 19, 2020.) Our records also reflect you enrolled for a 1-year license with our iolo System Mechanic on February 17, 2022. On May 19, 2022, our records indicate that you requested to cancel your subscriptions; unfortunately, due to a system error in processing the cancellation, your LiveTech subscription renewed once more at the monthly cost of $19.95 on June 19, 2022. Please rest assured we have now resolved the system issue, and your account is fully cancelled for both Livetech and iolo System Mechanic programs. As an additional gesture of goodwill in an effort to fully resolve this matter, we have issued a refund for both the May and June payments for your LiveTech service, totaling $39.90: please allow 3 to 5 business days for these credits to post. Your account is nowclosedand nothing further will be billed to you. If you need further assistance, please contact Customer Service toll free at *************** Sincerely, Morgan M. Senior Manager Contact Center Operations

• Initial Complaint

  Date:06/07/2022

  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 April 25, 2022 (see attachment) US Tech promised a refund of $48.30 US. I have not received this refund despite e-mailing the company numerous times, phoning their customer service number, and talking to their LIVECHAT reps.

  

  Business Response

  Date: 06/21/2022

  Business Response /* (1000, 5, 2022/06/15) */ ********************** ***************** ******************* Date: 6/15/2022 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 placed an order on 4/21/2022 for a 3-year license for our MyCleanID software and services, at a cost of $199.99 USD - as you requested, this subscription will not be automatically renewed at the end of its prepaid term on 4/21/2025. On 4/25/2022, per your phone inquiry, your account was approved for a refund of $48.30 USD as a courtesy per the misunderstanding about pricing in US Dollars rather than Canadian. We regret to note on reviewing your experience that your refund was not promptly processed at this time however, and we apologize for any inaccurate information provided, as well as any frustration you've experienced as a result. Please rest assured, your customer service experience has been reviewed and will be used to improve our services moving forward. In an effort to fully resolve this matter, I have issued refund for your MyCleanID service in the amount of $48.30 USD. As procedures can vary amongst financial institutions, you may wish to follow up with PayPal for any inquiries on the timeframe to see this credit reflected to your statement. Your account remains active, but will not be automatically renewed. If you need further assistance, please contact Customer Service toll free at (*************.  Sincerely, Morgan M. Senior Manager Contact Center Operations Consumer Response /* (2000, 7, 2022/06/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund received as promised by the company.

• Initial Complaint

  Date:05/23/2022

  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.

  MyCleanPC said to me I have a refund coming from them after I cancelled their services. Now they say I'm late on payments. USTechSupport Questions? Call Us 7 Days a Week ************** Your Refund is Being Processed ******, Your refund will be applied to your credit or debit card. Your banking institution may take up to two billing cycles to post the credit to your account. Please call us if you do not see the credit to your account within 30 days. Order ID: ******* Order Date: 04/18/2022 10:18am Order Total: $358.00 Refund Amount: $358.00 PLEASE NOTE: Your statement may show a credit from CBD*USTECHSUPPORT Customer Support ************** Beware of Tech Support Scams Dont accept a call from anyone claiming to be USTechSupport! Several scammers are contacting consumers claiming to be USTechSupport to get their banking information. Being informed is the best defense. LEARN MORE NOW THIS ; MyCleanPC Questions? Call Us 7 Days a Week ************** Update Your Payment Information ******, Your payment is currently past due. Please call ************** immediately to update your payment information in order to continue to receive our services. To update your credit card info on our secure website, click here. Update Payment Info - Click Here Product Name Base Qty Price MyCleanPC LiveTech for 1 PC $19.95 1 $19.95 Sub Total $19.95 Shipping $0.00 Sales Tax (0.00%) $0.00 Total Billed $19.95 Credit Card Decline Reason: Bank decline. We want to make sure your subscription is not interrupted - so please make the update to your payment information as soon as possible. We value your business and look forward to providing you with exceptional service. Thank you for your patronage. Customer Support ************** Beware of Tech Support Scams Dont accept a call from anyone claiming to be USTechSupport! Several scammers are contacting consumers claiming to be USTechSupport to get their banking information. Being informed is the best defense. LEAR

  

  Business Response

  Date: 06/24/2022

  Business Response /* (1000, 5, 2022/06/06) */ ****** ***** ************************************** Date: 6/6/2022 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 placed an order on 4/17/22 for a 1-year license for our MyCleanPC services, at a cost of $19.99 to renew annually; and on 4/18/22, two orders were placed for a 2-year license of our 24-hour Technical Support LiveTechsoftware, at a cost of $358.00 each to renew bi-annually: as only one of these LiveTech orders was able to process payment to the provided card, you may have received automated email(s) advising that your payment on file needed to be updated. We regret any confusion which resulted. Your prepaid 2-year license for LiveTech service was cancelled as you requested on 5/4/22, and a full refund of the $358.00 purchase price was processed for your LiveTech service on 5/12/22. Your subscription renewal for MyCleanPC was inactivated as well on 5/23/22. As an additional gesture of goodwill in effort to fully resolve this matter, a refund has been issued for the $19.99 cost for your MyCleanPC service: please allow 3 to 5 business days for this credit to post. Your account is 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:05/22/2022

  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.

  Purchase subscriptions: Technical computer support (1/4/2022), My Clean PC (1/5/2022). Utilized service within several days for tech support. US Tech Support technician turned computer back to me - problem was not solved. I called back and reported issue not solved. Again, turned over computer and same result - problem still existed. I requested cancellation of the contract IMMEDIATELY. Got the run-around and finally insisted that both subscriptions were to be cancelled. Also - insisted I be informed by e-mail the subscriptions were cancelled and my money refunded. Finally, I got them to agree. I received no e-mail. I then sent an e-mail reminding them of their obligation - no reply. Called customer service and gave them the full rundown on my account. I was told the refund was in progress and I would receive confirmation - no confirmation ever received. Called Discover and discussed problem.. told them I had on several occasions been told the subscriptions were cancelled and refunds were being made. Discover put payment to US Tech Support on hold - my account not charged awaiting resolution. US Tech Sup(port then falsely claimed I had not cancelled the subscriptions within their 30 day cancellation policy. This even though I had had several conversations and agreements to cancel and refund my payments. IMPORTANT - further re the disagreement - I have never utilized or called to utilize their services since early Jan and this the first and only time I had unsatisfactory tech support. The company has refused and argued about this situation at lest 4 or 5 times by telephone. Even their supervisors have been rude and refuse to speak to call Discover about the cancellation and refunds. I will never do business with them again, nor will I recommend them to anyone who requests my input. I have offered to set up a conference call between US Tech Support, Discover and my self. Get complete run around from US Tech Support

  

  Business Response

  Date: 06/14/2022

  Business Response /* (1000, 8, 2022/06/07) */ *********** ******************************************** Date: 6/6/2022 Complaint ID: ******* ******************* Dear Mr. ****, Thank you for contacting us through the Better Business Bureau. We received your inquiry and would like to 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 January 4, 2022, you purchased a 2-year license for our 24-hour Technical Support, LiveTech, at a cost of $358.00 to renew bi-annually. Our records also reflect that on the following date, January 5, 2022, you purchased a 3-year license for our MyCleanID Service and Software, at a total cost of $199.00 to renew tri-annually. We received your phone request to cancel all services on January 14, 2022, but we regret to note on reviewing your experience that your cancellation was not correctly processed at this time - we apologize for any frustration you've experienced as a result. Per the above noted error in processing your timely cancellation, your subscriptions were not inactivated until February 15, 2022, in conjunction with requests received from your financial institution on this date for payment reversals on both orders. As our terms and conditions do specify that "Refunds for purchases of standalone Software (not provided as part of a Service) will be granted only to users who contact RealDefense within thirty days of purchase... and Monthly and annual subscription fees are not refundable", and as our records did not reflect cancellation processed within 30 days of purchase, these payment disputes were not accepted. On March 27, 2022, both disputes were decided in our (the merchant's) favor, therefore the disputed funds were not returned to your payment card. We apologize for any inaccurate information provided, or any less-than-professional treatment by any member of our staff. Please rest assured, your customer service experience has been reviewed and will be used to improve our service going forward. While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit: per receipt of your Better Business Bureau complaint and review of your customer experience, we would like to ameliorate your experience by providing your requested refund. However, as the transactions for your orders are already referenced by chargebacks where we, as the merchant, are not provided with option to withdraw our representment after the cases' closure, we are unable process refunds back to the payment card due to the disputes which were previously filed. Your refunds totaling $557.00 ($199.00 for MyCleanID, $358.00 for LiveTech) will be issued by check and mailed to the billing address on file for your account (and this complaint.) Please allow 7-10 business days for processing and delivery via USPS. 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, 11, 2022/06/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) HOPEFULLY, THEY WILL CLEAN UP THEIR ACT - THEIR REPS ARE VERY ARGUMENTIVE AND IMPOLITE. I ACCEPT THEIR RESPONSE AND WILL CHECK WITH DISCOVER TO SEE IF TEY HAVE RECEIVEDCC THE FUNDS REFERRED TO - $198 + $359 - FOR TOTAL OF $557. THANK YOU FOR YOUR ASSISTANCE. ****** ** ****