Complaints
This profile includes complaints for RealDefense LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 165 total complaints in the last 3 years.
- 49 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/02/2025
Type: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.
They own *************. On December 27, 2024, I agreed to pay $19.99 for a one-year subscription. I paid with *******On March 27, 2025, ****** sent me an email that I was charged $19.95 for Live Tech Support. I checked my ****** account and found additional $19.95 charges on Jan. 27 and Feb. 27.I never agreed to, or even saw, anything about paying for tech support. I checked reviews of the company and found that they cheat EVERYONE this way.
Business Response
Date: 04/07/2025
****** *****
******************************************************************
Date: 4/4/25
Complaint ***********
E-mail: *****************************
Dear Mr. ******************* 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 December 27, 2024,you purchased a special promotional offer of a 1-year license for our MyCleanPC Software, for a discounted price of $19.99; this purchase included a 30-day free trial of our MyCleanPC LiveTech 24/7 Technical Support, which would renew at the regular monthly price of $19.95 at the end of the trial period unless your contacted customer service to cancel prior to the renewal date.
We make every effort to be forthcoming regarding our promotions and offers for our MyCleanPC software. The terms of your purchase are always provided in the shopping cart online before any personal information is entered or the order submitted. The information is also included in your confirmation email. We regret if you found the offer unclear in any way.
Since no cancellation request was received Your MyCleanPC LiveTech 24/7 Technical Support subscription was renewed January, February and March as scheduled. Per your request, on March 27, 2025, your LiveTech subscription and the MyCleanPC Software annual renewal were canceled. You will see no additional charges for either the **************** or MyCleanPC Software.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:03/14/2025
Type: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 is absolutely horrific and a miserable company to try to deal with. This issue has been going on since 2022. I was charged for this and have no idea what it is. I am 100% certain I am not using it. I've addressed this with them every year when I am billed and they continue to tell me I am using the service, which is 100% false. This is fraudulent. If you know I am "using the service", you certainly can tell the ** address using it and can figure out it isn't me. They are a scam. Look at all of the complaints filed against them for similar things. There is no reason people should have to file a BBB complaint to get something resolved. I have called and emailed repeatedly, I have even gotten prior email confirmations of refunds. Why would they refund if I didn't contact to cancel? The representative today kept trying to sell me the service when I kept explaining this is not mine, I don't use it, and it's fraud. She just went on and on about how I should try it, but she can tell I'm using it. I am surprised they have not been sued. I am contemplating it, because this is absurd. This is unacceptable. This company gives legitimate businesses a bad name. This should be so simple. This is fraud. It is not me. Account closed. ****** issued. End of story. But no... instead you try to convince me this is indeed me and I am using the service, which I'm not.Business Response
Date: 03/24/2025
****** ****
***************************************
*****************
Date: 3/24/25
Complaint ***********
Email:*****************************
Dear Mr. ****************** 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 purchased a iolo System Mechanic Standard 1-year license on April 11, 2022, which would automatically renew annually unless you contacted customer service to cancel before the renewal date. This purchase included a 30-day free trial of LiveTech 24/7 ************************** which would also auto-renew at the regular monthly price of $19.95 (plus any applicable taxes) at the end of the trial period unless cancelled. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart before any personal information is entered and in your order confirmation email.
Per your request, below are listed all the charges posted to your account since your initial purchase.
April 11, 2022, iolo System Mechanic Standard 1-year $26.45
May 11, 2022, iolo LiveTech 24/7 Technical Support Monthly $21.15
June 11, 2022, iolo LiveTech 24/7 Technical Support Monthly $21.15
July 11, 2022 iolo LiveTech 24/7 Technical Support Monthly $21.15
August 11, 2022 iolo LiveTech 24/7 Technical Support Monthly $21.15
September 11, 2022 iolo LiveTech 24/7 Technical Support Monthly $21.15
October 11. 2022, iolo LiveTech 24/7 Technical Support Monthly $21.15
November 11, 2022, iolo LiveTech 24/7 Technical Support Monthly $21.15
December11, 2022. iolo LiveTech 24/7 Technical Support Monthly $21.15
January 11, 2023, iolo LiveTech 24/7 Technical Support Monthly $21.15
February 11, 2023, iolo LiveTech 24/7 Technical Support Monthly $21.15
April 11, 2023, iolo System Mechanic Standard 1-year $26.45
April 11, 2024, iolo System Mechanic Standard 1-year $26.45
March 7, 2025, iolo System Mechanic Standard 1-year $58.25
On February *******, your LiveTech 24/7 *************** was cancelled. Although our records do not reflect any request to cancel before this date, refunds totaling $126.90 were issued for 6 months of LiveTech 24/7 Technical Support renewal fees (from September 11, 2022, through February *******). The refunds were issued as a gesture of goodwill, and in exception to the terms of your purchase which states that monthly and annual subscription fees are not refundable.
On March 10, 2025,your System Mechanic Standard license was cancelled and an additional refund of $58.25 was issued for the annual renewal fee charged on March 7th.
We regret to learn of your dissatisfaction with our service and truly appreciate your input about both the quality of service provided as well as your customer experience when calling us.
We apologize for any misunderstanding regarding your use of iolo System Mechanic. As this was auto renewed each year,that is what was meant regarding your use of the service. Unfortunately, due to the amount of time that has passed, we are unable to refund the charges from April 11, 2023, and April 11, 2024. Also,the charges from May 11, 2022, thru August 11, 2022.
Your iolo System Mechanic Standard Software subscription remains cancelled,?and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:03/07/2025
Type: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 a software product in late 2024. Unknown to me, I was also being charged $19.95 per month for Live Tech product that I never wanted. After noticing several charges for this unwanted service, I started an online chat with a company representative in which I clearly stated to discontinue the charges immediately. I then again noticed more charges for this service so I again contacted the company to get a refund for the unwarranted charges on my credit card. They stated they would only refund past 30 days even after I told them way back in November 2024, so am only looking for proper restitution here thank youBusiness Response
Date: 03/13/2025
**** ********
1941 S Warrior Ln
Waukee, IA 50263
Complaint ***********
E-mail:*****************************
March 13, 2025
Dear Mr.********,
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 make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic software. The majority of the System Mechanic software offers renew yearly but each does include a one-month promotional free trial of our ***************** which does renew monthly for $19.95 USD each month, if not cancelled prior to the renewal date.These terms are also included in your order confirmation email.
While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As a gesture of goodwill, we have issued a refund of $119.70. This amount completely refunds all charges for iolo LiveTech 24/7 Technical Support.
Your iolo LiveTech 24/7 Technical Support subscription remains cancelled,?and nothing further will be billed to you for iolo LiveTech 24/7 Technical Support.
Your iolo System Mechanic Ultimate Defense Software subscriptions remain active and will both automatically renew on September 16, 2025, and September 22, 2025,respectively.
If you need further assistance, please contact **************** toll free at?**************.
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 03/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ********Initial Complaint
Date:03/07/2025
Type: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 a product by IOLO on 01/16/25 for about $23, it was a PC utility to speed up/clean the computer. I didn't like it and cancelled the service shortly after that. It was not clear that they would also be charging me about $20 monthly for technical support. I immediately cancelled that but they still charged me for the first month on 02/22/25. Their cancellation mechanism on their website didn't work, which is predatory. Regardless, I HOPEFULLY have stopped autorenewal in the future, but they will not refund me for a product I do not want and do not intend to use. Their practices regarding cancellation, refunding, and making it difficult to cancel is nerve wracking. I need to be sure the two accounts on here are really / actually cancelled.Business Response
Date: 03/13/2025
***** ******
***************************************** D
***********, ** 19023
E-mail:**************************************
Complaint ***********
March 13, 2025
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.
We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic software. The majority of the System Mechanic software offers renew yearly but each does include a one-month promotional free trial of our ***************** which does renew monthly for $19.95 USD each month, if not cancelled prior to the renewal date. These terms are also included in your order confirmation email.
Our records reflect you contacted us on February 27, 2025, to cancel your iolo System Mechanic software and iolo LiveTech 24/7 Technical Support. At that time, you requested a refund for both services. As it had been more than 30 days since your purchase date of January 16, 2025, we were unable to refund your $23.30 for the iolo System Mechanic software. At that time a refund of $19.95 was issued for the first monthly renewal of iolo LiveTech 24/7 Technical Support.
While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As a gesture of goodwill, we have issued a refund of $23.30.
Your iolo System Mechanic Ultimate Defense Software subscription remains cancelled,?and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at?*************.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:03/03/2025
Type: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 purchased the Iolo pc protection package many years ago and depend on it to scan for viruses, etc. When it comes time to re-up, they try to sell me more services than I want. Its a battle to keep them from adding on and charging for extra services. Ive repeatedly told them I dont want the extra services that requires an additional monthly charge, but they keep adding that monthly charge back on.Business Response
Date: 03/07/2025
***** ******
********************************************************
Date: 3/7/25
Complaint ***********
E-mail: ************************;************************
Dear Ms. ******************** 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 purchased iolo System Mechanic Ultimate Defense 1 Year Software License for a promotionally discounted price of $31.98 on May 8, 2024. This purchase included a 30-day free trial of LiveTech 24/7 ************************** which would auto-renew at the regular monthly price of $19.95 (plus any applicable taxes) at the end of the trial period unless you contact customer service before the renewal date to cancel. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart before any personal information is entered. These terms are also included in your order confirmation email. We regret if you found the offer unclear in any way.
Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your accountsince the purchase in May. Because a request to cancel the LiveTech 24/7 service was not received, your LiveTech 24/7 Support subscription was renewed monthly as scheduled for $21.55 until February 18, 2025.
Per your request,your LiveTech 24/7 Technical Support subscription has now been cancelled. As a gesture of goodwill, the recent renewal fee of $21.55 has been refunded as an exception to the terms of your purchase which that monthly and annual subscription fees are not refundable.
Your iolo System Mechanic Ultimate Defense remains active with a future renewal date of March 22, 2026. Please be advised that this subscription and the ******** support are tied to a different email address than the one you provided with your BBB complaint.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:03/01/2025
Type: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.
MYCLEAN PC REFUSES TO CANCEL MY PLAN AND REFUND MY FEE AFTER DAMAGING MY COMPUTERBusiness Response
Date: 03/07/2025
****** ******
***********************************************************************************
Date: 3/7/25
Complaint ID: ********
E-mail: **************************************;****************************
Dear Mr. ******************** 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 we responded to your previous BBB complaint #******** on August 29, 2025, regarding your July 15, 2024, purchase of a 1-year license for MyCleanPC Software which included a one-month free trial of our ************************************************ which would auto-renew monthly at the regular price unless you contact customer service to cancel prior to the renewal date. Both of these subscriptions were cancelled August 15, 2024, per your request and refunds issued.
On February 16, 2025, our records reflect that you again purchased a 1-year license for MyCleanPC Software at a promotionally discounted total cost of $19.99(plus $1.60 Sales Tax). This offer also included a one-month free trial of our ************************************************. Per the terms of purchase, these subscriptions would automatically renew if not cancelled prior to the scheduled renewal date.
On March 1, 2025, we received your request to cancel the subscriptions. Both the MyCleanPC Software and the LiveTech24/7 Support were cancelled.A refund of $21.59 was issued at this time. There are no additional refunds due. Your account remains inactive.
Please contact **************** toll free at?************** if you have additional questions.?
Sincerely,??
****** *.?
Contact Center Operations?DirectorCustomer Answer
Date: 03/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:02/28/2025
Type: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.
Even after I canceled my subscription and received confirmation, the company continued charging me. I contacted customer support, and they claimed I only canceled part of the subscription.Business Response
Date: 03/07/2025
******* ******
**********************
**********, MA 01945
Date: 3/7/25
Complaint ***********
E-mail: ********************
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 purchased iolo System Mechanic Standard 1 Year Software License for a promotionally discounted price of $24.95 (plus $1.56 sales tax) on March 17, 2024, which would auto renew annually for the regular price unless you contact customer service before the renewal date to cancel. This purchase included a 30-day free trial of LiveTech 24/7 ************************** which would also auto-renew at the regular monthly price of $19.95 (plus any applicable taxes) at the end of the trial period unless cancelled. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart before any personal information is entered. These terms are also included in your order confirmation email. We regret if you found the offer unclear in any way.
Your LiveTech 24/7 ************************* subscription was renewed monthly as scheduled for $19.95 until June *******, when it was cancelled per your request. At that time your System Mechanic Ultimate Defense 1 Year Software License remained active.
On February 10, 2025, the System Mechanic Standard was renewed as scheduled for the regular price of $54.95 (plus $3.43 sales tax).
Per your request, on February 24, 2025,your System Mechanic Standard subscription was cancelled. As an exception to the terms of your purchase which state that monthly and annual subscription fees are not refundable, a refund of $58.38 was issued at that time.
Your System Mechanic Standard and LiveTech24/7 Technical Support subscriptions remain cancelled.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:02/06/2025
Type: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 January 2, 2025 I purchased a software program from this company. Due to internet issues at my home, it was never downloaded so I was never able to use it. On January 23, 2025 I called the company to cancel and refund me the amount that I paid for the program that was not downloaded. To date, i did not receive a refund then upon reviewing my checking account transaction today, I noticed I was debited #**.95 from Iolo for something I wasn't aware of. I called right away to inquire about the charges and was told that the charges were not refundable. I asked to speak with a Supervisor but was not given the opportunity to be connected with a Supervisor. I did not authorize the 2nd charge of $**.95 and I requested a cancelation and refund in time frame that was alotted to request for it.Business Response
Date: 02/18/2025
****** ******
***********************
P.O. Box 331
*********************
Date: 2/18/2025
Complaint ID: ********
E-mail: ********************************
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 on January 3, 2025, you purchased a special discounted promotional offer for our iolo System Mechanic Ultimate Defense 1-year license for $36.16. This offer also included a free one-month trial of iolo LiveTech 24/7 ************************* which would automatically renew monthly at the regular price of $19.95 if not cancelled prior to the renewal date.
We regret to learn of the issues you encountered when attempting to install System Mechanic Ultimate Defense. Our records reflect that you contact customer service on January 24, 2025. A ticket for a callback from a technician was submitted to assist with installing the software. After several attempts and voicemail messages a technician was able to speak with you on January 25th. The call ended with the download still in process. You stated that your internet connection was very slow, and you would call back if download was not successful. Per the call review there was no mention of cancellation at this time.
On February 5, 2025, your iolo LiveTech 24/7 Technical Support was renewed as scheduled for the regular price of $19.95.
Also,on February 5th, we received your call regarding the charge. Future auto renewals were cancelled for both LiveTech 24/7 Technical Support and System Mechanic Ultimate Defense per your request. As a goodwill gesture at the time and in exception to the terms of your purchase which state that monthly and annual subscription fees are not refundable, a refund of $19.95 was issued. The 30-day MBG for your System Mechanic Ultimate Defense purchase had expired at this time so a refund was not offered. The request for a refund was forwarded to a supervisor for review.
While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. A refund of $36.16 has been issued for your System Mechanic Ultimate Defense purchase. Please allow 3-5 days for the funds to post to your account.
Your System Mechanic Ultimate Defense and LiveTech 24/7 Technical Support subscription remains cancelled, nothing further will be billed.
If you need further assistance, please contact **************** toll free at?**************.
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 02/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:02/03/2025
Type: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.
Transaction Date: 1-16-25 Purchased software that claimed to improve system performance and separately a vpn service.Cost of system performance software $90.26 Cost of *********** $10.57 Purchase came with a 30 day money back guarantee if dissatisfied. Software ended up changing system settings and made computer unusable particularly with collaborations software and scanner/printer applications.Called the company and explained situation and that I wanted the software removed and my money back as guaranteed.Talked with several individuals who refused to honor guarantee and kept sending me to tech support. Finally talked with one person who said I need to discuss with accounting department but claimed they did not have the ability to connect me. After several more attempts failed to get through, I uninstalled the software and hired another professional to scrub it from my computer to get the computer running like it was pre their software. I just want them to honor the money back guarentee and refund the total ofBusiness Response
Date: 02/06/2025
****** *********
17 ***** Rd
*********, MA 01523
Date: 2/5/25
Complaint ***********
E-mail: *********************************
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 to learn of the issues you encountered when you installed the software.
Our records reflect that on January 15, 2025, you purchased an ioloVPN monthly subscription for 5 devices for $9.95 (plus $0.62 sales tax) and an iolo System Mechanic Ultimate Defense 1-year license for $84.95 (plus $5.31 sales tax).
On January 20, 2025, we received your calls regarding the issues you encountered. A callback was submitted for a technician to contact you to assist. Also, the automatic renewals for both the ioloVPN and System Mechanic Ultimate Defense were cancelled per your request.
On January 20th, a technician contacted you to address your concerns. You stated that you has contacted someone else for assistance. When you ask about a refund you were provided contact information for the billing department so the request could be processed, since our technicians do not transfer calls to other departments.
On January 27, 2025, a refund of $90.26 and $10.57 were issued for both purchases per the 30-day money back guarantee.
Your account remains closed, and nothing further will be billed. If you need further assistance, please contact **************** toll free at ************.
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 02/19/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *********Initial Complaint
Date:01/31/2025
Type: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 subscribed to a product by IOLO on 2/23/24 for about $20, it was a PC utility to speed up/clean the *** I started having several issues with my PC shortly thereafter, and deleted the program. It was not clear at all when I purchased this product that it would auto-renew, let alone 35 days before the product was even up for renewal, at 3 times the price. I don't doubt they buried that somewhere, but it was not clear. Today I found a ***** charge on my CC. There was an email in my spam folder saying they were charging me for autorenewal. I immediately contacted the company since the charge was still pending on my credit card. They would not refund me. They provide no way of actually cancelling on their website, you must call or chat with customer service to stop autorenewal, which is predatory (as evidenced by the **** new "click to cancel" rule trying to stop this behavior). Regardless, I HOPEFULLY have stopped autorenewal in the future, but they will not refund me for a product I do not want and do not intend to use for the next year. I'm sure they legally can do this, I'm sure they bury the autorenwal langauge in the fine print when you purchase to cover themselves legally, but this business is predatory on the american consumer, their practices regarding cancellation, refunding, and making it difficult to even cancel is poor practice.Business Response
Date: 02/06/2025
******* *******
************************************************************
Date 2/5/2025
Complaint ID: ********
E-mail: *****************************
Dear Mr. ********
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.
You are correct that the *** published a new rule (Negative Option Rule) regarding cancelation options for subscription services. The rule was published in the Federal Register on November 15, 2024, and any regulated business needs to be in compliance within 180 days after publication. We are currently reviewing our polices and systems to determine any changes needed related to this new ruling.
Our records reflect that on February 23, 2024, you purchased a promotionally discounted offer of iolo System Mechanic Standard 1-year license for a total cost of $14.98 (plus $0.90 sales tax) with annual automatic renewal at the regular price (plus any applicable sales tax); this purchase included a 30-day free trial of our iolo LiveTech 24/7 ************************** which would auto-renew at the regular monthly price of $19.95 at the end of the trial period unless you cancelled the service prior to the renewal date.
We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic Standard software. Information regarding the terms of any offer (including auto renewal) is clearly stated in the online shopping cart prior to any personal information being entered and before the order is finalized. More specifically the offer you purchased stated: Your System Mechanic Standard will automatically renew yearly at the annual price of $49.95 or the then-current price. If you do not cancel LiveTech Technical Support before the end of the first free month, it will automatically renew at the monthly price of $19.95 or the then-current price. Your credit card will be charged for the subscription on the renewal date for monthly subscriptions and up to 35 days prior to the renewal date for annual subscriptions. If you wish to avoid any of these initial or recurring charges, you may cancel your subscriptions at any time prior to the applicable renewal date by calling us at ***************** or via online chat, email or contact form.
RealDefense may offer other products and services when you call us. By placing this order, you agree to the Terms and Conditions. By submitting your order, you agreed to the terms and conditions of the purchase and provided your authorization of future charges associated with automatic renewals of the service/software purchased. These terms are also included in your order confirmation email. We regret if you found the offer unclear in any way.
Since we received no request to cancel, your LiveTech 24/7 ************************* renewed monthly as scheduled until December 23, 2024.
As you stated, a reminder of the upcoming auto renewal was emailed to you. On January 19, 2025, the iolo System Mechanic Standard license was renewed for $58.25.
Also, on January 19th per your request both the LiveTech 24/7 ************************* and System Mechanic Standard were cancelled. No refund was offered because the terms of purchase state monthly and annual subscription fees are not refundable.
While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As a gesture of goodwill and in exception to the terms of your purchase a refund of $58.25 for the System Mechanic Standard renewal fee has been issued. Please allow 3 -5 business days for the funds to post.
Your LiveTech 24/7 Technical Support and System Mechanic Standard remain canceled with no future renewal scheduled.
If you need further assistance, please contact US ***************************** toll free at ************.
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 02/18/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *******
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