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:05/16/2024
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.
On March 11, 2024 I received an email from SuperAntiSpyware to inform me my subscription was up for renewal and my credit card would be charged $21.27. Instead, my card was charged $42.60.I contacted SuperAntiSpyware on 10May2024 when I noticed the charge on my card to request a refund of the overage. They refused.I uploaded a copy of the email and a snapshot of my credit card bill
Business Response
Date: 05/20/2024
*****************************
***************
********************
Date:5/20/2024
Complaint ID: ********
Email: *********************
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 indicate that on May 4, 2023, you purchased SUPERAntiSpyware ********* (1) Year Renewal software and a SUPERAntiSpyware **************** License for One (1) PC for $39.95 each.
On March 11, 2024,this initial SUPERAntiSpyware ********* (1) Year was renewed at no cost, the SUPERAntiSpyware **************** License for One (1) PC was renewed for $39.95 (plus $2.65 NJ Sales Tax).
We apologize for any confusion that email may have caused. We have not yet determined the source of the discrepancy in the cost noted in the email since any automatic software renewal would be at the same price of the original purchase or if the initial purchase was a promotionally discounted offer the renewal would be billed at the regular price of the service. There was a recent limited promotion advertising an initial discounted price for 1 year for a new customers purchase (not renewal) of $19.95 plus any applicable taxes (which with a 6.63%tax rate would equal $21.27).
As requested, your services was cancelled on May 10, 2024. 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 $42.60 has been issued. While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. Please allow 3 5 business days for the credit to post.
Your iolo SUPERAntiSpyware ********* subscriptions remain cancelled,?and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?DirectorCustomer Answer
Date: 06/03/2024
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,
*****************************Initial Complaint
Date:05/16/2024
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.
I have been using this product for several years, within the last month the antivirus software will not update. I have reached out via phone and chat. I received instructions and implemented them without resolve. I continue to uninstall then reinstall the product as directed but it does not fix the issue. After complaining to them I am no longer able to login to my account. The product has been removed and I am seeking a refundBusiness Response
Date: 05/20/2024
*************************
**************
*********************
Date: 5/20/2024
Complaint ID: ********
Email: ******************
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 indicate that on March 11, 2022, you purchased, a 1-year license for our ********************** System Mechanic Ultimate Defense at a promotionally discounted total cost of $49.95 which would auto-renew annually scheduled for March 11, 2023, unless you contact customer service to cancel prior to the renewal date.
On December 21, 2022, you purchased, a 1-year Whole Home license for our ********************** System Mechanic Ultimate Defense at a promotionally discounted total cost of $31.98 with annual auto-renewal scheduled for December 21, 2023. Since this was an overlap with the March purchase the auto-renewal date was changed to March 24. 2024.
On March 25, 2023, another purchase of a 1-year license for ********************** System Mechanic Ultimate Defense was placed for a total cost of $49.95. Since the service was already in place until March of 2024 (one year) the order was cancelled and a refund of $49.95 issued that day.
On January 2, 2024, you purchased, another 1-year Whole Home License for our ********************** System Mechanic Ultimate Defense at a discounted total cost of $31.98 which would auto-renew annually scheduled for December 21, 2023. As this created another overlap in licenses the original December purchase of the whole home license was extended until March 25, 2025.
We regret to learn that you encounter issues when attempting to update the software that could not be resolved satisfactorily. Your System Mechanic Ultimate Defense license was cancelled. As a goodwill gesture and in exception to the terms of our advertised 30-day Money Back guarantee on software purchases, a refund of $31.98 has been issued. Please allow 3 5 business days for the credit to post.
Please contact **************** toll free at?************** if you have additional questions.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:04/15/2024
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.
On March 24, 2024 I placed a phone call to my computer security company and Real Defense answered the call, Id never heard of them they said my internet security company was no longer in business, which was not true, but at the time I did not realize that, they talked me into getting their software but did not tell me I would be paying in US dollars which is expensive as I am in ******. They couldn't install the software on my laptop as it was windows 7 yet in the phone call they sald they could, I called the next day to cancel my subscription and have chatted or spoken to four people since , The only response I get is that They will escalate my dispute but nothing is happening, I think they are scammers and should be stopped , they run under the iolo.com umbrella .Business Response
Date: 04/18/2024
*****************************
**********************
**********, AB T1K 6V1 ******
Date: 4/17/2024
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 indicate that on March 24, 2024,you purchased a 3-year license for our ********************** System Mechanic Ultimate Defense software and iolo 24/7 ************************ for 1 year for a total of $266.69 USD (including $12.70 AB Sales Tax). We apologize if it was unclear in any way that the price quoted was USDs not Canadian funds.
On April 5, 2024, both the System Mechanic Ultimate Defense software and iolo 24/7 ************************ were inactivated per your request. Refunds totaling $266.69 were issued. We ask that you allow at least 3-5 business days for the funds to be posted.
Please be advised that Real Defense purchased and now provides customer services for several software companies offering online security and technical support. We regret any confusion this might have caused when you initially contacted us. Also, that you were incorrectly informed at first that the software was compatible with the Windows 7 operating system.
We appreciate your feedback as we strive to provide the highest quality service. If you need further assistance, please contact **************** toll free at **************.
Sincerely,
****************
Contact Center Operations DirectorCustomer Answer
Date: 05/07/2024
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,
*****************************Initial Complaint
Date:04/15/2024
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'm being charged monthly for a subscription that should only be annually. Also, I has called and spoke to customer service one month ago (in March) and also emailed them, to have my monthly subscription cancelled. I was told it was cancelled. I rmoved the application from my desktop computer. I see this morning on my bank account, I was charged ***** again on April 8. This is without my permission and a theft from the company. The harassment to have to spend too much time to contact the company to have this illegal charging stopped is time consuming. They have a limited staff as an LLC company that rips off unsuspecting customers and flat out lie to customers, telling me it's a monthly charge and not an annual charge. I have taken a screenshot from their website and it shows a false advertising of $***** annually and not monthly. I want a written guarantee that there will be no more theft from me for services I am not using, and a full refund.Business Response
Date: 04/17/2024
***********************
***********
********************
Date: 4/17/2024
Complaint ID: ********
Email:*****************
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 indicate that on September 7, 2023, you purchased a 1-year license for our ********************** PRO Software for 3 PCs for a total cost of $21.19 (including $1.20 MD Sales tax) with automatic annual renewal. This purchase also included a promotional one-month free trial of SUPERAntiSpyware ************************ which would auto-renew monthly at the regular price of $19.95 (plus any applicable tax) unless you contact customer service to cancel. Information regarding the terms & conditions of the purchase, including the automatic annual and monthly renewal, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email. More specifically the order summary for the service your purchased states: Your SUPERAntiSpyware PRO Software will automatically renew yearly at the annual price of $19.99. If you do not cancel SUPERAntiSpyware LiveTech before the end of the first free month, it will automatically renew at the monthly price of $19.95. On the renewal date, your credit card will be charged for the subscription. 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 ************** (Powered by USTechSupport) or via online chat, email or contact form.RealDefense may offer other products and services when you call us. We regret if you found the offer unclear in any way.
Since we did not receive a cancellation request prior to the scheduled renewal dates,the SUPERAntiSpyware ************************ renewed monthly as scheduled for a cost of $19.95 until April 7, 2024.
On April 9, 2024, per your request both your SUPERAntiSpyware PRO Software and SUPERAntiSpyware ************************ were inactivated. As an exception to the terms of your purchase which states that Monthly and annual subscription fees are not refundable, a refund of $19.95 for the April renewal fee was issued.
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, the $19.95 LiveTech Support renewal fee for March has also been refunded. Please allow 3 5 business days for the funds to post.
Rest assured both your SUPERAntiSpyware PRO Software and SUPERAntiSpyware ************************ subscription remain inactive. You will see no additional charges for either.
If you need further assistance, please contact **************** toll free at **************.
Sincerely,
****************
Contact Center Operations DirectorCustomer Answer
Date: 05/14/2024
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,
***********************Initial Complaint
Date:04/15/2024
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.
On Dec. 27, 2023, I spent $31.98 to purchase software "iolo System Mechanic Ultimate Defense 1-year". The receipt clearly state it is for the software 1-year. Never mention it include $19.95 monthly technical support fee. I even call the company customer support at that time. The representitive also did not mention $19.95 monthly technical support charge. On Feb. 27, 2024, iolo began charge my credit card $19.95. When I called the iolo, the representitive told me the software bundle waive first month technical support charge, then began to charge monthly afterward. I told them I never heard about the technical support charge when I purchased it, even their advertisement. They refused to refund me $19.95 charged on Feb. 27, 2024. My iolo account is my email address *********************** Would you please help me to refund me $19.95?Business Response
Date: 04/17/2024
***********
************,********
Date:4/17/2024
Complaint ID: ********
******************************************
Dear ********
Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We also regret the delay in responding to your complaint filed with the Better Business Bureau on March 25, 2024, as we only received this complaint on April 15, 2024.
Our records indicate that on December 27, 2023, you purchased a 1-year license for our ********************** System Mechanic Ultimate Defense for a total cost of $31.98 with automatic annual renewal. This purchase also included a promotional one-month free trial of our iolo ************************* with Dark Web Scan which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel. Information regarding the terms & conditions of the purchase,including the automatic annual and monthly renewal, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email. More specifically the order summary for the service your purchased states: Your System Mechanic Ultimate Defense will automatically renew yearly at the annual price of $63.94. If you do not cancel the ************************* with Dark Web Scan before the end of the first free month, it will automatically renew at the monthly price of $19.95. On the renewal date, your credit card will be charged for the subscription. 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 ***************** (Powered by USTechSupport) or via online chat, email or contact form. RealDefense may offer other products and services when you call us. We regret if you found the offer unclear in any way.
Since we did not receive a cancellation request prior to the scheduled renewal dates, the ************************* with Dark Web Scan renewed as scheduled for a cost of $19.95 on January 27, 2024, and February 27, 2024.
On March 23, 2024, per your request, your ************************* with Dark Web Scan was cancelled. Per the terms of your purchase no refund was issued.
As a gesture of goodwill, a refund of $19.95 for the February renewal fee has been issued in exception to the terms of your purchase which state that 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.
Your ************************* with Dark Web Scan subscription remains inactive. You will see no additional monthly renewal charges of $19.95 for this service.
Your iolo System Mechanic Ultimate Defense is still active until December 27, 2024, at which time it will renew at the regular price of $79.95 (plus any applicable sales tax) unless you contact customer service to cancel prior to the renewal date.
If you need further assistance, please contact **************** toll free at **************.
Sincerely,
****************
Contact Center Operations DirectorInitial Complaint
Date:04/03/2024
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 last renewed my Iolo subscription over a year ago apparently there was a clause that had auto renewal plus an additional $19.95/month charge for a computer protection plan that I didn't want. When reviewing my monthly credit card statement I saw the $19.95 charge and thought it was a simple annual renewal and didn't recognize it was repeating monthly until today when I looked back over past statements. I contacted Iolo today and was told ****** would be no adjustment made. I believe this is a very deceptive business practice.Business Response
Date: 06/13/2024
***************************
**************
**************************
Date: 6/10/2024
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 indicate that on November 25, 2023, you purchased a special promotionally discounted offer for a 1-year license of ********************** System Mechanic Ultimate Defense at a cost of $9.95 (plus $0.60 Mi Sales Tax) which would auto-renew annually at the regular price of $79.95, plus any applicable sales tax, unless you contact customer service to cancel prior to the renewal date(s). The offer included a promotional one-month free trial of our LiveTech 24/7 ************************* which would auto-renew monthly at the regular price of $19.95 unless you contact customer service to cancel prior to the renewal date(s). We make every effort to be forthcoming regarding our promotions and offers for our software and services. Information regarding the terms of the offer were provided at the time of purchase in the online shopping cart prior to any personal information being entered and in your order confirmation email. We regret if you found the offers unclear in any way.
Since we received no request to cancel, your LiveTech 24/7 ************************* renewed monthly as scheduled for $19.95, per the terms of your purchase, until March 25, 2024.
When you contacted us on March 31, 2024, your LiveTech 24/7 ************************* was cancelled per your request. The terms &conditions of your purchase state that monthly and annual subscription renewal fees are not refundable therefore no refunds were issued at that time. 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 these terms, a refund of $19.95 for the LiveTech Support March renewal fee has been issued. We ask that you allow 3-5 business days for the funds to post.
Your iolo System Mechanic Ultimate Defense 1-year license remains active and is scheduled for renewal April 14, 2025.
Please contact **************** toll free at?************** if you have additional questions.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:04/02/2024
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.
Last December 28th 2023, due to an emailed renewal offer by Iolo, I renewed my System Mechanic Pro annual subscription, software that I have been using for over a decade. I made the payment of $9.95US & didn't think anything more about it.Then I happened to see a $20.95US M/C charge on February 28th, 2024, & then another that I had not realized previously on January 28th, 2024. The payment I made at the end of December was NOT an "Automatic Payment" as far as any info on the 2 receipts I received from IOLO at that same time, plus there was NO info stating that there was any other cost other than the $9.95US. I would never pay extra for 24/7 Tech Support, since I used to run a computer lab of 28 computers by myself prior to my retirement as a high school teacher. I never used the Tech Support since I didn't need it.On Feb 29th, I phoned the Iolo company & talked to a ******. I explained the situation. He seemed sympathetic & told me that I would get a refund for all except my authorized $9.95US annual renewal fee (Dec 28, 2023). He also stopped the unknown "auto" payments that I had never known about.A day or so later, I received an email from an **************. She was extremely condescending & was "sorry to hear you are not aware of the bundled you purchased" & the monthly charges, inferring it was my fault. It is very ironic that this company that is supposedly selling a product to protect us, is actually a company that we need to be protected from! Since then, I received an email cancelling my subscription on March 8th. I just tried to login to my account, but was unable to do so. It didn't recognize my longtime email address. I have already started disputes for the two $20.95US unknown charges with BMO, but since Iolo has now unilaterally cancelled my subscription, I would also like all my money back including the $9.95US. I have absolutely NO intention of ever using this software again.Now 15 days later, NO refund has arrived, as I feared & suspected!Business Response
Date: 04/04/2024
******************************************
********************
Coquitlam, ***********************
Date:4/4/2024
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 indicate that on December 28, 2023, you purchased a special offer to extend your 1-year license for our ********************** System Mechanic Professional for a total cost of $9.95 with automatic annual renewal on October 3, 2025. After previously purchasing a license in September 2022 and July 2023. This special offer also included a promotional one-month free trial of our iolo LiveTech 24/7 Technical Support which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel. Information regarding the terms & conditions of the purchase, including the automatic annual and monthly renewal, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email. The screen shot you include with you complaint of your order confirmation states the product name as iolo System Mechanic Professional 1-year 3-months, iolo Live Tech 24/7 Technical Support.
Since we did not receive a cancellation request prior to the scheduled renewal dates, the LiveTech 24/7 Support renewed as scheduled for a cost of $19.95 (plus $1.00 sales tax) on January 28, 2024, and February 28, 2024.
On March 8, 2024, your financial institution reversed the January 28th and February 28th renewal fees of $20.95 for your Live Tech 24/7 ************************** These chargebacks were accepted rather than disputed resulting in a refund of the charges; in exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable. Also, on March 8th your iolo System Mechanic Professional and LiveTech24/7 Support were cancelled due to the chargebacks. You will see no additional renewal fees for these services.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:04/02/2024
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.
I paid for the Super Anti-Spyware thinking it was a onetime purchase in December 2023. On 1-27-24 I had a charge of !9.90. I was in the middle of moving and contacted the company and filed a dispute with Discover Card on 02-12-24. On 2-27-24 I had another ***** charge. On 2-29-24 I contacted the company again and hopefully this is cancelled. The guy said he didn't think they gave refunds and I contacted Discover Card again and filed another dispute. The first day I called at least twice and got people I could not understand. I want to make sure this account is closed, and a refund credited to my Discover Card of $39.90. The spyware has been deleted from my computer. I am 81 and 1/2 and I find it is getting harder to communicate with people and especially when they don't speak clear English. As of 2-29-24 nothing has been settled with Discover Card.Business Response
Date: 04/04/2024
******************
*********************** A
**********, IN 47665
Date:4/4/2024
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.
We also regret the delay in responding to your complaint filed with the Better Business Bureau on February 29, 2024, as we only received this complaint on April 2, 2024.
Our records indicate that on December 27, 2023, you purchased a 1-year license for our ********************** PRO Software for 3 PCs for a special offer of $19.99 (plus $1.40 IN sales tax) with automatic annual renewal. This special offer also included a promotional one-month free trial of SUPERAntiSpyware LiveTech24/7 technical support for 1 PC which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel. Also purchased on December 27th was a 1 -year license for MyCleanID Software with annual renewal for a cost of $14.95(plus $1.05 IN sales tax). This purchase included a promotional one-month free trial of MyCleanID *************************** which would auto-renew monthly at the regular price of $19.95 unless cancelled prior to the renewal date. Information regarding the terms & conditions of the purchase, including the automatic annual and monthly renewals, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email. We regret if you found the offers unclear in any way.
On December 30, 2023, per your request your MyCleanID Software and MyCleanID *************************** was cancelled. A refund of $14.95(plus $1.05 IN sales tax) was issued since your request to cancel was received within 30 days of the initial purchase.
On January 27, 2024, and February 27th your SUPERAntiSpyware LiveTech 24/7 support was automatically renewed as scheduled.
On March 2, 2024, Discover reversed the February 27th renewal fee of $19.95 for your SUPERAntiSpyware LiveTech24/7 technical support service. This chargeback was accepted rather than disputed resulting in a refund of that charge. Also, on March 2nd your SUPERAntiSpyware PRO Software and SUPERAntiSpyware LiveTech24/7 technical support were cancelled due to the chargeback.
On March 3, 2023, as a courtesy 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 for the January 27th LiveTech renewal fee.
As of March 2, 2024, your SUPERAntiSpyware PRO Software license, **********/7 technical **************** MyCleanID Software and MyCleanID *************************** have each been cancelled.You will see no additional renewal fees.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:03/27/2024
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 been renewing this software for my computer each year. I always make one payment to add time for the entire next year. On 11/24/23 on my credit card I paid $10.62 for "Iolo System Mechanic Ultimate Defense 1-year" and listed under that was "Iolo Live Tech 24/7 Technical Support - $0.00". There was NO indication that I had signed up for a continuing monthly charge of $21.30 for the part that was listed as $0.00 above (the Technical Support). Then to my surprise my card was charged as follows: $19.95 on 12/24/23; $21.30 on 1/24/24, and $21.30 2/24/24. I called today, 2/26/24, to find out what was happening and the Indian lady said she was "sorry" this happened to me and agreed to cancel any on-going charges (Order ID: ********. I asked for my $19.95 + $21.30 + $21.30 = $62.55 back, and she just hung up on me! I believe I am due this $62.55 back. I would like to keep the "Ultimate Defense" software on my computer and all the computers in my businesses, but if they treat me like this I will have that software removed from our many personal and business computers.Business Response
Date: 04/01/2024
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 also regret the delay in responding to your complaint filed with the Better Business Bureau on February 26, 2024, as we only received this complaint on March 27, 2024.
Our records indicate that on November 24, 2023, you purchased a 1-year license for our ********************** System Mechanic Ultimate Defense for a total cost of $10.62 with automatic annual renewal. After previously purchasing a license in March 2022 and January 2023. This special offer also included a promotional one-month free trial of our iolo LiveTech 24/7 Technical Support which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel. Information regarding the terms & conditions of the purchase, including the automatic annual and monthly renewal, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email. More specifically the offer your purchased stated: Your System Mechanic Ultimate Defense will automatically renew yearly at the annual price of $79.95. 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. On the renewal date, your credit card will be charged for the subscription. 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 ***************** (Powered by USTechSupport) or via online chat, email or contact form. We regret if you found the offer unclear in any way.
Since we did not receive a cancellation request prior to the scheduled renewal dates, the LiveTech 24/7 Support renewed as scheduled for a cost of $19.95 (plus applicable sales tax) on December 24, 2023, January 24, 2024, and February 24, 2024.
On February 26, 2024, per your request the LiveTech 24/7 Support was cancelled stopping any additional monthly renewal fees for this service.
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 in exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable a refund of $21.30 for the February renewal fee has been issued. Please allow 3 5 business days for the credit to post
Your iolo System Mechanic Ultimate Defense remains active until May 16, 2025, at which time it will renew at the regular price of $79.95 (plus any applicable sales tax) unless you contact customer service to cancel prior to the renewal date.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
****************?
Contact Center Operations?DirectorCustomer Answer
Date: 05/09/2024
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,
*****************************Initial Complaint
Date:02/07/2024
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.
I've been a customer of **********************'s System Mechanic Pro for over 10 years and never had a problem with the company. However, I discovered last year that they were charging me 19.99/month for a privacy service that I didn't request. Last year, this time I informed them I had not requested the service and I would like it to stop. The customer rep, at that time, credited my account for the service and assured me that the service was canceled. I received a charge on my PayPal account that I thought was out of place and as I started to investigate it, I discovered I was being charged again for the privacy service. When I called customer service again and explained I didn't request it, they refused to refund the charges.Business Response
Date: 02/15/2024
*******************
***********************************
********, ** 30066
Date:2/14/2024
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 you purchased a 1-year license for our ********************** System ***************** at a promotionally discounted total cost of $39.95 with automatic annual renewal on February 5, 2023. This purchase also included a promotional one-month free trial of our iolo LiveTech 24/7 ************************* which would auto-renew monthly at the regular price of $19.95 (plus any applicable sales tax) unless you contact customer service to cancel. Information regarding the terms & conditions of the purchase, including the automatic annual renewal, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email. We regret if you found the offer unclear in any way.
Since we received no request to cancel the iolo LiveTech 24/7 Technical Support, it was renewed monthly as scheduled beginning March 5, 2023, until December 3, 2023,at a cost of $19.95 each month.
We received your phone inquiry about the $19.95 renewal fee on December 5, 2023. Per your request the iolo LiveTech 24/7 Technical Support subscription was cancelled but your System ***************** license remained active.
On February 5, 2024, your 1-year license for our ********************** System ***************** was renewed as scheduled for $39.95. Also, on February 5th, per your request this iolo System ***************** subscription was cancelled.
While we strive to stay within advertised guidelines for consistency, (which state that monthly and annual subscription fees are not refundable) we also try to resolve each incident based on its own merit. As a gesture of goodwill and in an effort to resolve this matter, a refund of $39.90 for the iolo System ***************** February renewal fee has been issued. Please allow 3 5 business days for the funds to post to your PayPal account.
Both your iolo System Mechanic Ultimate Defense Software and LiveTech 24/7 subscriptions remain cancelled,?and nothing further will be billed to you.
Please contact **************** toll free at?************** if you have additional questions.?
Sincerely,??
****************?
Contact Center Operations?Director
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