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:11/06/2024
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.
After attempting to access my account over the past few days, I was unable to do so even when requesting a new password. The message returned stated that my email was not associated with an iolo account...assuming that I successfully canceled my account in the past year, I moved on until I received an email today stating that my ****** account was charged $74.67 for RealDefense LLC. I immediately looked that up and discovered that iolo was a brand under that umbrella. So again, I tried to access my account with the same message returned stating that my email was not associated with an iolo account. Now, I'm thinking my account may have been hijacked...and in a way, it had been... by the company. After 30+ minutes in voice jail, I initiated an online chat that worked! In the chat, I learned that the company had recently adopted a new CRM, and old account users were not recognized by the new CRM and would have to sign up again as new users. Now that would have been a great email to send to the "old" account holders or even a mention of the issue on the sign-in page, but nothing. So after learning this I logged in and found my account had been charged for a 1 year renewal and I had 400 days of remaining service. Still not sure why all of the electronic obstacles had prevented my access, I decided to cancel my subscription and requested a refund for the 365 days I was recently charged for. I was politely told that it would be impossible to reverse or refund an automatic charge, even though I had been unable to access my account (without some considerable effort and investigation) in the time leading up to this early billing cycle. Did they really change the ***? Maybe. If so, why wasn't I notified that there would be issues signing into my account? It all seems a little suspicious to me, but reeks of poor customer service and a bad 5+ year customer experience.
Business Response
Date: 11/22/2024
***** ***
**************************
******, ** 27893
Date:11/12/2024
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.We regret that you experienced difficulty access your account online. Our records reflect that you purchased an iolo System Mechanic Professional 1-year license for a promotionally discounted price of $11.98 on November 25, 2022, which was auto renewed November 25, 2023, per the terms of the purchase. The original purchase was tied to a different email than the one provided with this complaint: *****************************. The difference in email addresses may have contributed to the message you received when attempting to login.
On October 21, 2024, your iolo System Mechanic Professional license was renewed for $69.95 (plus $4.72 sales tax).
When you contacted us via chat your contact information was updated to the email address reflected on this complaint which allowed you to log in to your account. Also, future auto renewals were cancelled per your request.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 which state that monthly and annual subscription fees are not refundable,a refund of $74.67 has been issued. Please allow 3 5 business days for the funds to post.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:11/06/2024
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.
Never purchased anything from this company and is an scam. I don't have that antivirus system installed anywhere and don't have an email or anything saying that I purchase or signed up for an account.Business Response
Date: 11/22/2024
****** *******
**********************
********************
Date 11/11/2024
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.
We also apologize for the delay in responding to your complaint filed with the Better Business Bureau on October 5th as we only received this complaint on November 6th.
We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control. Our records indicate that this complaint is the first notification we have received that this may have been an unauthorized charge.
The account located with the information you provided in your complaint reflects that a 1 Year License for ********************** System Mechanic was initially purchased September ******** using your contact and payment information. This was a promotional offer for $49.95 (plus any applicable sales tax) which included an annual auto renewal unless customer service is contacted to cancel the subscription prior to the renewal date. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart prior to any personal information being entered. These terms are also included in the order confirmation email.
Since there were no requests to cancel received, the license renewed automatically on September 27, 2023, and September 27, 2024, as scheduled. Emails are sent as reminders prior to renewals.
The 1 Year License for the ********************** System Mechanic has now been cancelled. While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. Although we do not have confirmation that the original 2022 order was unauthorized as an exception to our advertised policy (which states monthly and annual renewal fees are not refundable) a refund for the September 27, 2024, charge of $54.70 has been refunded as a gesture of goodwill. If you need further assistance,please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:10/17/2024
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.
as with many of your complaints against this company [iolo] i answered no to a question of monthly service for *****. was not notified of a free month or that i had to cancel a subscription i did not want .after i renewed the service i did look to see if they were charging me again did not find the charge because i was gave a free month i did not want there was no charge pretty convenient for them. we look see no charge then bam months later we find it to bad no refund they want even give you the copy of the contract you signed. this is happening to a lot of people their rating should not be that highBusiness Response
Date: 11/01/2024
******** *****
*******************************************************************
Date: 10/28/24
Complaint ID: ********
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 June 26, 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 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.
The System Mechanic Ultimate Defense is available without the LiveTech 24/7 Support trial but at the regular price of $79.95. The majority of the System Mechanic software special discounted offers/promotions include a one-month promotional free trial of our **************** which automatic renewal unless cancelled.
Since we did not receive a cancellation request, your LiveTech 24/7 Support
was renewed as scheduled for $19.95 on July 26th and August 26th.
On September 25th the LiveTech 24/7 Support was cancelled per your request. No refund was offered as the terms of your purchase states 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 our advertised policy, a refund of $19.95 for your *********************** renewal fee has been issued. Please allow 3 5 business days for the funds to post.
Your iolo System Mechanic Ultimate Defense (1 Year) subscription remains active with a renewal date of May 22,2025.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:10/14/2024
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.
Bought the Pro edition to the product SuperAntiSpyware online. Downloaded the new version and installed. I like the product but not with what was "BUNDLED" with it. Apparently when you purchase SuperAntSpyware you are also purchasing a monthly subsciption to their "technical support" which I did not want or was never told I was purchasing. 1 Month after purchasing the SuperAntiSpyware i was then charged $19.99 for tecnical support which was bundled with the software.I called to cancel and eventually got them to cancel my subscription but no refund for the $19.99 they had charged above and beyond the actual product. It is a toytal scam and they should not be allowed to do business this way.Business Response
Date: 10/18/2024
** ******
**************************************************************
Date: 10/17/24
Complaint ***********
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.
Our records reflect that you purchased SUPERAntiSpyware Pro 1 Year License for a promotionally discounted price of $19.99 on August 22, 2024. This purchase included a 30-day free trial of our SUPERAntiSpyware LiveTech 24/7 Technical Support, which would auto-renew at the regular monthly price of $19.95 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 prior to any personal information being entered. These terms are also included in your order confirmation email. We regret if you found the offer unclear in any way.
On September 22, 2024, your ************************ was renewed as scheduled for $19.95. On September 23rd this support service was cancelled per your request. No refund was offered as the terms of your purchase states 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 an exception to our advertised policy, a refund of $19.95 for the ************************
renewal fee has been issued. Please allow 3 5 business days for the funds to post.
Your SUPERAntiSpyware PRO Software (1 Year) subscription remains active with a renewal date of August 22, 2025. If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:10/14/2024
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.
When I bought the year of System Mechanic software it came with a subscription for customer service in it's agreement at $19.95 a month. It was hidden very well because I would have opted out if I had seen it. They were able to get 4 payments out of me before I caught it on my statement. They cancelled it quickly but did not offer a refund.Business Response
Date: 10/18/2024
****** ******
**********************************************************************
Date: 10/17/24
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.
Our records reflect that you initially purchased a 1-year license for the ********************** System Mechanic Standard software on June 28, 2023, at a promotionally discount cost of $14.98, 70% off the regular price. This purchase also included a one-month promotional free trial of our 24/7 **************** which would renew monthly unless cancelled.
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 promotionally discounted offers renew yearly and include a one-month promotional free trial of our *****************which renews monthly if not cancelled prior to the renewal date. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart prior to any personal information being entered. These terms are also included in your order confirmation email. We regret if you found the offer unclear in any way.
On July ******** the 24/7 **************** was renewed for $19.95 as scheduled.
On August 22, 2023,the **************** was cancelled per your request. As a goodwill gesture and in exception to our advertised guidelines which state monthly and annual subscription fees are not refundable, the $19.95 was refunded.
On June 23, 2024, you again purchased a special offer of 1-year license for the ********************** System Mechanic Standard software, at the promotionally discount cost of $14.98. This purchase, like the previous one, included a one-month promotional free trial of our 24/7 **************** which would renew monthly for $19.95 unless cancelled. Your previous System Mechanic Standard license scheduled to renew on June 28, 2024, was cancelled by the new purchase.
Since a request to cancel was not received your **************** was renewed and billed July 23rd,August 23rd and September 23, 2024, as scheduled. Email notices of each renewal were sent to email address on file.
Also, on September 23rd the **************** was cancelled per your request. No refund was offered per our advertised guidelines.
On October ******* ****** reversed the three payments of $19.95 for the LiveTech monthly renewals and also your initial payment of $14.98 for the iolo System Mechanic Standard software license for a total credit of $74.83. Due to the chargebacks your iolo System Mechanic Standard license was also cancelled.
Your account remains inactive. Nothing further will be billed.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:10/01/2024
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 paid $16.10 for autorenewal the past couple years, and this year it more than tripled in price without my knowledge to $53.69. They have refused to refund due to an email being sent to me, however, they have spammed my email with over 200 messages in the last year, and the title of the email in question had no reference a change in terms, or anything else to differentiate it from the almost daily promotional emails they send.Business Response
Date: 10/10/2024
Michael Williams
Dayton, OH 45429
Date: 10/10/24
Complaint ID: 22318399
E-mail: [email protected]
Dear Mr. Williams,
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 September 11, 2022, you repurchased a 1-year license for our System Mechanic Standard software at a special promotionally discounted price of $14.98 (plus applicable tax) with included automatic annual renewal. Normally the annual renewal fee is the regular price of $49.95 but when your license was renewed on September 11, 2023, the promotionally discounted price was charged instead. When the license was renewed again as scheduled, on September 11, 2024, the regular price was charged. As you were informed, emails advising of the annual renewal are sent automatically prior to charge. At this point we are unable to determine why the regular price was not charged when the software was renewed in 2023. We apologize for any confusion this may have caused.
On September 17, 2024, your subscription was cancelled, per your request. No refund was issue as the terms of your purchase state that “monthly and annual subscription fees are not refundable.” To avoid the renewal fee a cancellation request needs to be received prior to the scheduled renewal date.
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 $53.69 has been issued. Please allow 3-5 business days for the funds to post.
Your System Mechanic Standard subscription remains cancelled, nothing further will be billed. If you need further assistance, please contact Customer Service toll free at?(801) 523-6766.?
Sincerely,
Morgan M.
Contact Center Operations DirectorCustomer Answer
Date: 10/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22318399, and find that this resolution is satisfactory to me.
Sincerely,
Michael WilliamsInitial Complaint
Date:09/26/2024
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.
This has to do with a subscription for anti spyware software. Ive been a subscriber to a product called SuperAntiSpyware for over 15 years. This Oregon company was apparently purchased by RealDefense in 2023. On May 06, 2024, the spyware App notified me I needed to renew. I would receive an e-mail to that effect before the renewal date, so the message coming from the App was a surprise. I renewed online thinking it was the same yearly subscription. I discovered on August 09, 2024 my **** account was being charged monthly for a Premium subscription. At this time I also discovered a May 09, 2024 auto renewal charge, after my renewal 3 days prior. RealDefense did not notify by e-mail of the pending May 09, 2024 renewal as in prior renewals. I also was not e-mailed a receipt. Ive made two calls to RealDefense to resolve the matter. On August 09 and August 19, 2024. Ive also filed Support Ticket #******* with ***************************************. During the August 09 call, RealDefense promised to refund the August 06 monthly charge and cancel the subscription. That didnt happen. I had to dispute another September 06, 2024 monthly charge with my credit card company. Ive requested RealDefense refund the May 09, 2024 auto renewal of $29.95, and the August 06, 2024 charge of $19.95. The latter reported August 09, 2024. Ive been told by RealDefense its against their company policy to refund charges after 30 days. I consider this companys policies and practices to be fraudulent.Business Response
Date: 10/10/2024
******* *********
*************************
*******************
Date: 10/10/24
Complaint ID: ********
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 your SUPERAntiSpyware Additional 1 Year License for 1 PC was automatically renewed as scheduled on May 9, 2023, for $29.95. On May 6, 2024, you purchased an upgraded version, the SUPERAntiSpyware PRO Software for 3 PCs, for a promotionally discounted price of $19.95. This purchase included a 30-day free trial of our SUPERAntiSpyware ******** 24/7 Technical Support, which would auto-renew at the regular monthly price of $19.95 at the end of the trial period unless you contact customer ******* before the renewal date to cancel.
Also, the purchase of the SUPERAntiSpyware PRO Software did not automatically replace or cancel the previous SUPERAntiSpyware Additional License for 1PC that was set to renew on May 9th. Therefore,your SUPERAntiSpyware Additional 1 Year License was renewed as scheduled for $29.95.
Since we did not receive a cancellation request the ********************************** was renewed as scheduled each month until August 6, 2024, for $19.95. We regret to learn that this ******* was not cancelled at the time of your call on August 9th and renewed again on September 6th.
On September 10th, your SUPERAntiSpyware ******** 24/7 Technical Support, subscription was cancelled per your request. As an exception to the terms of your purchase which state: Monthly and annual subscription fees are not refundable, a refund for the charge of $19.95 billed on September 6th was processed as an exception to our advertised terms which states that monthly and annual subscription fees are not refundable. Due to our dispute of the charge the refund was declined by your financial institution. When we received notice of the resulting chargeback it was not contested as a way to issue the refund.
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 good will and an exception to our advertised policy, additional refunds totaling $49.90 for the ******** August ******* renewal fee and SUPERAntiSpyware Additional 1 Year May renewal have been issued. Please allow 3 5 business days for the funds to post. These subscriptions remain cancelled.
Your SUPERAntiSpyware PRO Software for 3 PCs (1 Year) subscription remains active with renewal date of April 1, 2025. If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 10/21/2024
Complaint: 22276626
Forgive the delay in responding. I delayed my response to await the $49.90 credit promised by RealDefense LLC within 3-5 business days after their 10/10/2024 response. I am rejecting this response because its been 7-8 business days since RealDefense LLC wrote their response and I still do not see this credit has posted. I confirmed this with my credit card company on 10/21/2024.
Sincerely,
******* *********Business Response
Date: 11/27/2024
******* *********
5874 ******** Cir
*******************
Date: 11/22/24
Complaint ID: ********
E-mail: ****************************************************
*******************
Thank you for the opportunity to respond.
After reviewing your account, we confirmed that although the additional refunds totaling $49.90 were approved, due to an error they were not processed completely and therefore did not post. We apologize for any frustration this may have caused.
The previously promised refunds have now been processed. In addition, as a token of our apology we have refunded one additional fee of $19.99. You should see refunds totaling $69.89 within 5 business days.
If you need further assistance, please contact **************** toll free at *************.
Sincerely,
****** *.
************** Operations DirectorCustomer Answer
Date: 12/16/2024
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.
RealDefense LLC for their confusion and delay in resolving this complaint offered another $19.95 credit reportedly as a gesture of goodwill. The catch is they also cancelled my subscription altogether. No matter, I wasnt ever going to renew it after this experience.Sincerely,
******* *********Initial Complaint
Date:09/26/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought this IOLO software last year and it caused my computer to freeze up hoping the best version would work I had told IOLO I DO NOT want the ***** version because it freezes up my computer so I tried the very version for ***** and it was just as bad. I had had called them and told them I wanted neither program because both did nothing but cause havoc on my computer.I told they offered to download it to my computer and I told them NO, it caused to much chaos on my computer and that I wanted neither of these products or any other IOLO product on my computer. I had also told them I do NOT want it renewed, EVER. Today I see these two charges on my bank account for renewals of both programs. Sep 11 2024 Recurring Withdrawal Debit Card ************************** ************************************** Date 09/10/24 9 ********* 6 7379 Add a category -$***** Date: September 11, 2024 Sep 11 2024 Recurring Withdrawal Debit Card ************************** ************************************** Date 09/10/24 9 ********* 5 7379 Add a category -$***** I called IOLO again after seeing I was billed for these two programs and told them I wanted a refund because I had requested never to renew this product because I DO NOT use it or have it on my computer. I may or may not be getting a refund because they said they needed to update my credit card info to give me a refund. I asked why they needed my credit card info as they obviously had it since they just billed my card twice. I got no straight answer. They sent me a link to update my credit card info (nothing to update they have it). I tried using the link and info they gave me and it says "We are unable to locate your active subscriptions.Please call ************** for assistance". I just want a full refund of both charges and to NEVER be charged again. I DO NOT have or use any IOLO product.Business Response
Date: 10/10/2024
Chuck Thomas
Glennallen, AK 99588
Date: 10/9/2024
Complaint ID: 22272934
Email(s): [email protected] / [email protected]
Dear Mr. Thomas,
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 that you had difficulty when attempting to install and use the iolo System Mechanic Ultimate Defense and iolo System Mechanic Professional that you purchased last year.
Our records reflect that you contacted us on September 11, 2024, about the unexpected automatic software renewals that were processed the day before. As an exception to our advertised policy, refunds were processed for $69.95 and $79.95 but the initial attempts were declined by your financial institution. That is why you were sent the link to confirm your credit card information. On September 12th, refunds totaling $149.90 were successfully posted to your account.
Rest assured your account remains inactive. Nothing further will be billed.
Sincerely,
Morgan M.
Contact Center Operations DirectorCustomer Answer
Date: 10/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22272934, and find that this resolution is satisfactory to me.
Sincerely,
Chuck ThomasInitial Complaint
Date:09/26/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My credit card was charged 73$ on September 9, 2024 for an annual renewal fee. I checked my original email from Iolo and no where did it say that this would be an automatic renewal. The renewal email I received this morning indicates that the renewal would be $52.45, which it is not... it was $73.00. I want this transaction reversed, as I never agreed to pay them money. Their website only provides me with an email, live chat, or a non-toll free number to call in order to cancel/change my account status. It would cost me 40 cents per minute to contact them. This is predatory and I had no means of cancelling an automatic renewal even if I was made aware that a renewal was happening. I want a refund for the renewal that took place this morning. I have not used the product in almost a year, and the live support was unhelpful and could not issue me a refund.Business Response
Date: 10/10/2024
Lisa Summers
46 Maligne Drive
Devon, AB T9G 1P8 CANADA
Date: 10/10/2024
Complaint ID: 22259640
E-mail: [email protected]
Dear Ms. Summers,
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 September 9, 2023, you purchased a 1-year license for our System Mechanic Standard software at a special promotionally discounted price of $14.98. This promotion included automatic annual renewal at the regular price of $49.95 (plus any applicable taxes) unless you contact customer service to cancel before the scheduled renewal date.
We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic software. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart prior to any personal information being entered. These terms are also included in your order confirmation email.
On September 9, 2024, your System Mechanic Standard license was renewed as scheduled for the regular price of $52.45 US funds (including $2.50 sales tax). Also, on September 9th any future auto renewals were cancelled 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 $52.45 was issued. Please be advised the $52.45 is in US funds so if you paid in Canadian funds the charge of $73.00 that you referred to would include difference after conversion.
Your System Mechanic Standard subscription remains cancelled, nothing further will be billed. If you need further assistance, please contact Customer Service toll free at?(801) 523-6766.
Sincerely,
Morgan M.
Contact Center Operations DirectorCustomer Answer
Date: 10/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22259640, and find that this resolution is satisfactory to me.As an aside, there was no communication on your website or on my original email subscription that indicated this would be a renewing subscription. Additionally, your customer service phone number is a TOLL line, so in order to cancel a subscription, someone would have to pay for a phone call to your customer service in order to cancel an automatic subscription (or email/live chat and hope for a response). It shouldn't cost money to cancel something that is being automatically billed.
Sincerely,
Lisa SummersInitial Complaint
Date:09/18/2024
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.
In renewing my System Mechanic with iolo, it offered a **************** offer. I thought it was a one time fee like System Mechanic. I was charged $21.31 on July 14, 2024. Then charged another $21.31 on July 20, just 6 days later. I texted & called to cancel for this deceptive billing. I was told the ****. was cancelled. But no refund. Then I just noticed another charge for $21.27 on August 14, all on my ****** acct. I liked ********************** and System Mechanic, until now. Will not recommend it to friends until I can get a refund for the Aug. 14 & July 20 double billing. AND hope the finally cancel the acct.Business Response
Date: 09/24/2024
******* ********
**************************************************************
Date: 9/23/24
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 reflect that on July 14, 2024, you placed an order for a special promotional offer of a 1-year license for GetMyDrivers Software for 1 PC at a cost of $21.31. This offer included a one-month free trial of ***************************** which would automatically renew monthly at a cost of $19.99 plus any applicable sales tax if not cancelled prior to the renewal date.
On July *******, a second order was placed, this time for iolo System Mechanic Ultimate Defense 1-year at special price of $19.95 (plus tax) for a total of $21.31 with an annual auto renewal at the regular price of $79.95 if not cancelled prior to the renewal date. Information about the monthly and annual auto renewals were included in the order confirmation emails sent for each order. We regret if you found the terms of either offer unclear in any way.
On August *******, your monthly ***************************** renewed as scheduled for $21.27. On August 16th, we received your call regarding the billing. The ***************************** was cancelled per your request. The $21.27 was not refunded at that time as the terms of your 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 goodwill gesture and an exception to our advertised policy a refund of $21.27 for the ******** service renewal fee has been refunded. Please allow 3 5 business days for the funds to post.
Your GetMyDrivers Software and iolo System Mechanic Ultimate Defense licenses remain active and renew on July 14, 2025, and July 20, 2025, respectively unless you contact customer service to cancel before the renewal dates.
If you need further assistance, please contact **************** toll free at?*************.
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 10/10/2024
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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