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:06/10/2022
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 6/9/2021 I paid Iolo Support $240.00 for a 12 month extension for repair or maintenance of 3 computers. I have been a customer since 2017 and paid a annual fee for professional service. Order # ******. The company was to provide professional service issues that may develop on any one of my 3 computers. After the prior service checkup I noticed that they had left there sign in ADMISISTRAOR ON MY COMPUTER and I felt that they may be able to log into my computer at any time. On May 27, 2022 I contacted Iolo and requested that they have a tech remove the Administrator sign in from my HP laptop since when I attempted to log in it gave me a choice, Adminastar or my log in name.. Iolo assigned a tech by the name of ******************* who appeared to me as a tech that he was probably a new be since I had to restart my laptop at least 3 times while he attempted to remove the Administrator issue from the computer. This was a very simple job for him to complete in a timely manner HOWEVER Iolo had to ISSUE 3 separate repair tickets for this simple issue, Ticket numbers ***************************** and the final result was he destroyed my computer, fried it and now the company is trying to make excuses as to why my laptop that was running very well and no other issues except the Administrator issue which the tech destroyed and is liable for.and they refuse my request to reimburse me for the replacement HP laptop, cost of laptop $265.61 with tax and $50.00 for a local tech to set it up for me brining the total to $315.61 The refuse to call me back, I left messages and was informed that they would call back in a hour, but they never did. I am 87 years old, a Korean disabled vet and I needed my laptop to do the legal work that I do for income, I took the destroyed laptop to a highly rated computer repair shop here in Medina ohio who stated that the computer is shot, fried and that the techs statement that it will work is a lie. IOLO is doing NOTHING .
Business Response
Date: 06/14/2022
Business Response /* (1000, 5, 2022/06/14) */ Hello, We apologize t********** for any inconvenience. The head of the department, **************, has attempted to reach out via phone to assist the customer. We have left a voicemail. Consumer Response /* (2000, 12, 2022/07/14) */ Consumer called and stated his complaint has been resolved by the business.Initial Complaint
Date:05/20/2022
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 5/19/22 I attemped to cancel future recurring payments for ***************. I received a response of : I would like to confirm that your subscription to ************************ 2022 will not be automatically renewed. I do not have ************************ 2022. When I purchased *************** nothing in ordering stated that it would automaticaly renewed. However, my bank statement is reflecting recurring payment.Business Response
Date: 06/10/2022
Consumer Response /* (2000, 9, 2022/06/09) */ i Received email from **** on 4/15/22 at 8:59 pm stating that they will no longer deduct money from my account. I will keep emails on file in case that deductions are made in the future.Initial Complaint
Date:05/19/2022
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.
My acct is under an old address: *********************. I called 2/18/22. I spoke to a man to the Philippines. I requested to cancel my acct, cancel automatic renewal and refund $16.06 charged on 1/24/22. Repeatedly he tried to talk me out of the refund. NO refund was ever issued. I assume he did not cancel my acct or cancel the automatic renewal either.Business Response
Date: 06/23/2022
Business Response /* (1000, 5, 2022/05/20) */ Hello **********, I will look into this for you immediately and make sure the charge is refunded and no recurring charges will occur. Sorry for the inconvenience! Consumer Response /* (2000, 7, 2022/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:05/15/2022
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.
May 9th of 2022, I contacted **** support regarding an upgrade I had just purchased. The upgrade of the product was not working properly. I allowed a service technician named ****** access to my computer. To correct the issue. He spent over an hour looking through my personal files and programs. After he correct the issue. He without my consent installed a product called My Clean ID. Then he proceeded to scan my computer and expose my logins and passwords. I have no way of knowing if he copied them. Then he proceeded to pressure me into purchasing the product. After having all that information exposed and not know if he screen shoot the information. I felt I had no choice but to purchase the product. After about six hours I realized how much the technician pressured me. So, I contacted The company and explained everything. I was told on May 10th 2022. I would receive an email for the refund of the product. This never happened, instead I received 3 phone calls from the technician. Each time requesting access to my computer, for which I refused. This can be construed as intimidation for requesting a refund. I contacted them again and told them what he had been doing. They put me on a no call list and gave me a ticket number. I contacted them again and was told that the issue was being escalated. They then told me I would receive an email by Friday on the status of my refund. Again this did not happen. I also told them that I wanted the upgrade refunded. Because when I purchased the upgrade it came with a 30 money back guarantee. Then they inform me that the product key cannot be down graded only upgraded. Then I was informed I would have to buy a new license 6 months before the one I purchased expires. In order to get a refund on the upgrade. what I want is the software I was basically forced into buying refunded. I would also like a new license key for the original software I purchased and the 30 day money back guarantee honored.Business Response
Date: 06/10/2022
Business Response /* (1000, 5, 2022/05/24) */ Mr. ****, We take reports like this vey seriously. I have escalated your *** compaint to Support management to further review and follow up on. Sincerely, *******
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