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.
- 48 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:09/10/2022
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 bought a piece of software from this company online, called System Mechanic. Apparently the license includes a $19.99 a month subscription fee for a service I do not want. I tried calling their support line to cancel this service but could not get through and was directed to instant chat. I asked over and over again to cancel this service but the person on the chat would not take no for an answer. I went as far as canceling the credit card the charge would be on. Today (9/10/22) they somehow managed to charge my new credit card for a service that I asked to cancel and will never use. I have deleted System Mechanic from my computer.
Business Response
Date: 10/04/2022
Business Response /* (1000, 5, 2022/09/14) */ We will make sure your refund is processed ASAP, sorry for any inconvenience. ***Initial Complaint
Date:09/04/2022
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 ioio system mechanic ultimate defense today and the activation did not work the the serial key provided could not be found. I called the number and the agent was nice tried to activate via remote connection but was unsuccessful. He then downloaded software without my permission attempted to sell me the identity theft software without even fixing the issue I had to start with he was going to bill my cc for a service I don't want. I want my system mechanic up and running without having to call back and do the remote connection as I no longer trust this method. A new serial key can be generated and provided.Business Response
Date: 10/04/2022
Business Response /* (1000, 5, 2022/09/14) */ I will have someone contact you via email with your information and I apologize for any inconvenience.Initial Complaint
Date:08/30/2022
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.
In response to an email notice that my subscription was expiring, I paid Iolo $27.75 on 8/8/2022. The process involved multiple screens and multiple product names. In the end I believed I had paid for another year of service on their new software. As of today I was told that I paid for an "upgrade" but the original subscription was still due to expire on 8/31/2022. They seem to believe that it is fine to collect $27.95 for three weeks of upgrade subscription. I believe they are pulling a "bait and switch" and have removed all of their software and will no longer use their services. They refuse to refund even though the charges are clearly out of line with what they offer.Business Response
Date: 10/03/2022
Business Response /* (1000, 5, 2022/09/14) */ Apologies for the inconvenience. I will make sure your refund is processed ASAP.Initial Complaint
Date:08/27/2022
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.
On 8/20/2022 I purchased iolo System Mechanic Standard and during setup was offered to upgrade to System Mechanic Ultimate Defense for $15. I accepted the offer and finished the installation. On 8/21/2022 I received a notification from PayPal that I had been charged $79.99 and a monthly recurring charge of $79.99 had been added to my account. At this time I contacted RealDefense, LLC and requested a refund of all products $14.99 for iolo System Mechanic Standard and the $79.99 I had been charged for System Mechanic Ultimate Defense and cancelation off my product license. I was told that a full refund would be issued but have not had refund issued, subscription removed, or any explanation as to why this has not yet happened.Business Response
Date: 10/03/2022
Business Response /* (1000, 5, 2022/09/14) */ We will look into the refund ASAP to make sure it has processed. Sorry for any inconcvenience.Initial Complaint
Date:08/25/2022
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.
In order to cancel a recurring subscription, a link is provided to enter an email address to receive an email to log in to your account to cancel online. The email never arrives. I contacted the customer service email they provided for a company that handles online payments, who said they did not process my order, despite being directed there via email. I did not want that subscription to renew, and it did anyway. I then called their customer service number requesting to cancel an auto renewing subscription, and also requested to not have my yearly subscription renewed against next year and to not charge my credit card ever again and they said that was not possible and that it is in the terms and conditions that they can charge me again for the subscription when the annual fee is due again, despite me calling and requesting to turn off auto renewal, which they said they cannot do. I cannot see how a company can force you to pay an annual renewal fee if you request to opt out and to no longer charge a credit card.Business Response
Date: 01/09/2023
Business Response /* (1000, 12, 2022/12/22) */ Hello! Sorry for the delay. I have sent to our customer care department for immediate refund.Initial Complaint
Date:08/04/2022
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 2/9/22, I purchased two programs from Real Defense LLC using a visa credit card. One was an identity protection for my computer for 3-years, mycleanid, for $ 239.00 purchased at **********(****************** The second was a 24/7 technological assistance program for 3-years, advanced tech support, for $ 576.00, purchased at *****************************. I dropped both services on 7/22/22, and was told I would get refunds in 7-10 business days. I was told by an agent on 7/28 that I would get a refund of $ 172.67 on the $239.00, and a second refund for $ 496.00 on the $ 576.00. Today, 8/4/22, a different agent told me that no refunds will be given because I dropped after a heretofore-unknown-to-me 30-60 day money back guarantee period had passed. I think that I should get the prorated refunds first promised on 7/28. It is apparent that the refund policy is capricious and inconsistently-applied. I had been a customer advance tech support for many years before it merged with the IOLOStore. Since you cannot locate the company, it is obvious that it is a scam. If you can help me in any way, I would be most appreciative. I have filed a dispute with my credit card company on these matters. Thank you.Business Response
Date: 10/12/2022
Consumer Response /* (-5, 8, 2022/09/12) */ Real Defense just sent me several emails late last week. As usual, they took almost a month to reply to my emails. In my opinion, the matter has been resolved, not because of the actions of Real Defense, but because of those of my credit card provide, USAA. You can close the case if you wish. I'm doubtful that Real Defense will reply, but perhaps they will, but only because that's a requirement for membership by the BBB.Initial Complaint
Date:07/27/2022
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.
07/24/2022 Real Defense, LLC ***************************************** tried to illegally purchase software for ****** and when that did not go through the lowered the service to proceed and charge ****** to make the purchase go through.. It did not go through initially due to lack of funds, so they dropped their price. 7/XXXXXX. Also on the 25th. I was made aware and contacted them through their second party company ************* which handles purchases for them, and deleted all of my relevant card information to prevent the purchase from going through. I also wrote them via the unfinished order claim via their own website ****************************************** I did this twice informing them not to pursue this purchase but they went through with it anyways. 07/27/2022 They were contacted six times. Four times with the a secondary company that handles the financial routing, and twice through their parent website ******************************** via the link provided. All before the purchase went through, and there business practices are unscrupulous. They probe your bank account to make a sale even after you decline any interest and take steps to prevent it,; even after I erased my card information. What is the point of the secondary company other than a loophole to shield their illicit business practices. Real Defense, LLC still made the sale go through despite my protest. **** (if that even is his real name) he would not give any other information served as their customer service employee thought it was funny I was asking for an immediate refund when it is common practice for them to deliver within seven to ten business days. If you like hack-able software, when they probably hack you because you have to pay them for their tech support services to get your system stable again, which was why I was not resubscribing. Also, I had not used their service in over a year.2019Tthis a purchase was completely out of the blue, and I am attributing it to theft.Business Response
Date: 08/15/2022
Business Response /* (1000, 5, 2022/08/02) */ We apologize for Mr. ******'s experience and we will promptly issue a refund. Consumer Response /* (2000, 7, 2022/08/15) */ Money was placed into my account today. Thank you for all of your help.Initial Complaint
Date:07/07/2022
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.
On June 4, 2022, I contacted RealDefense, LLC, about a software license I had previously purchased (System Mechanic) for Windows. During the call, the technician for RealDefense, LLC, proposed a "no-risk, money-back guarantee" for trying an identity theft protection service. Though reluctant, after receiving reassurances that I would receive a refund if I wasn't fully satisfied, I agreed to purchase the service. I paid through PayPal because I believed the transaction would be protected. The service included a software application called MyCleanID, which ostensibly would scan my PC for malware and other risks. However, when I attempted to download the software, I received multiple warnings from a trusted malware-protection application (MalwareBytes) that the software (MyCleanID) was unsafe, so I did not install the software. I did some preliminary research online, and it seems the software MyCleanID has been used to scam individuals, possibly to steal identity information. I contacted RealDefense within an hour of purchasing the service to cancel the service and receive a refund. The technician/salesperson confirmed the cancellation and I expected a full refund. Instead, RealDefense did not refund my money. After filing a dispute through PayPal, RealDefense claimed I had received a product for the purchase price and would not refund my $199. Now it seems I am the victim of a scam where a company pitches a service through hard-sell techniques by playing on the victim's fear and then refusing a refund when the victim tries to cancel the transaction.Business Response
Date: 07/26/2022
Business Response /* (1000, 5, 2022/07/12) */ Dear *********, I will forward your refund request to our customer service department managers. I apologize for the issue you experienced. ***Initial Complaint
Date:06/22/2022
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 have used ********************* for years; then they changed their name/owner to Real Defense. I contacted RealDefense on ********** because I could not connect to the Internet. **** at RealDefense said if I would purchase their software - ********* - it would fix any and all problems. So I agreed. The problem was, without connecting to my PC (which you can't do without the Internet), it did not work. They had also transferred me to some tech in I don't know which country that could not speak English - except to tell me my PC was too old to fix. Let's don't forget, ************* has been "fixing" all of my issues for years. When I called back and asked for a refund, they apparently listed it as a cancellation so I could not get my money back. There was nothing to cancel; they NEVER installed anything on my PC. When I called them again on 6/12 and spoke with *******, the informed me the account was "locked up" and he could not get to the money. He said the bank had charged it back. Not true; ***** Bank paid ****** and has not received a refund. I opened a case with ******, and they said according to the document they received from RealDefense, I was not entitled to a refund. There is no documentation in an online transaction; it is their word against mine. And since they could not log into my PC, I have to believe they lied about installing their software.Business Response
Date: 07/06/2022
Business Response /* (1000, 5, 2022/07/01) */ Hello, We attempted to lookup the account for this customer to refund but the customer has initiated a chargeback thus we are unable to refund until the chargeback process has been complete. Our support center has attempted contact as well. Thank you. Consumer Response /* (2000, 7, 2022/07/06) */ After many hours of dispute, this case has been resolved. ****** finally accepted text messages from RealDefense wherein they did agree to refund my money. I have received a refund from ******. Thank you.Initial Complaint
Date:06/16/2022
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 was a subscriber to System Mechanic (Iolo Technologies) for many years. I can't remember the last email address I used but I believe it was ***************** My mailing address is **** ****** *** *** Iolo could use this to locate my last active account (which was supposed to expire on June 22, 2022) I was unhappy with the software and called Iolo over 1 year and canceled my subscription. I requested a refund but Iolo said I had waited too long. Since I had over a year to go on my subscription I just let it expire. On June 14, 2022 Iolo deducted $9.61 from my checking account. I called and spoke to Iolo representative, ********** on June 16th. She was not helpful and lied telling me I had chosen "auto renew" on my account. That is a not true. I remember unchecking "auto renew" as a matter of law. ' When I demanded they refund my unauthorized deduction ********** stopped being helpful. I would like my $9.61 refunded with interest from June 14, 2022. I will never use anything from this company againBusiness Response
Date: 06/28/2022
Business Response /* (1000, 5, 2022/06/21) */ Hello **. *******, I will contact our support department to refund and insure subscription is cancelled ongoing. Thank you for your patronage over the years. And I apologize for any inconvenience you have experienced! -** Consumer Response /* (2000, 7, 2022/06/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company has issued a refund to me. This is a satisfactory conclusion to this matter. You may close the complaint as resoled.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.