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:02/05/2024
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.
Real Defense has been charging me without my knowledge for several months.I would like to have a full refund for "System Defender" and stop any further payments.
Business Response
Date: 02/13/2024
***********************
397 ********
*******, ** 06010
Date: 2/9/2024
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 on November 23, 2023, you purchased a 1-year license for our ********************** System ***************** at a promotionally discounted total cost of $13.28 (including $0.79 ** Sales Tax) with automatic annual renewals for the regular price of $79.95 plus any applicable sales tax. This purchase also included a promotional one-month free trial of our iolo ******** 24/7 ************************* which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel prior to the renewal date. 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.
On November 25, 2023, you upgraded your ************************ license to an ********************** System Mechanic Ultimate Defense 1-year license for just an additional $9.95 (a total of $10.58 including $0.63 ** Sales Tax) which would automatically renew at a cost of $79.95 plus any applicable sales tax.
Your iolo ******** 24/7 *************************, was renewed as scheduled on December 23, 2023, at a cost of $19.95.
Also,on December 23, 2023, per your request the iolo ******** 24/7 Technical Support subscription was cancelled. As a goodwill gesture at that time and in exception to our advertised guidelines which states Monthly and annual subscription fees are not refundable, a refund of $19.95 was issued for the December charge.
The ******** 24/7 subscription remains cancelled. You will see no additional monthly charges for this service. At this time your iolo System Mechanic Ultimate Defense 1-year license still remains active and is scheduled to automatically renew November 22, ****, at the regular price of $79.95 unless you contact customer service to cancel prior that date.
Please contact **************** toll free at?************** if you have additional questions.?
Sincerely,??
****************?
Contact Center Operations?DirectorCustomer Answer
Date: 02/24/2024
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:01/25/2024
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 am a senior citizen living off my social security. I cannot afford products and services I didn't purchase or I don't need.I have happily used System Mechanic to keep my computer "clean" for years. I'm guessing REAL DEFENSE bought the company somewhere along the line, and they started these deceptive and fraudulent practices.07/22/2023 I ordered System Mechanic for 1 year again. I'd always been happy with it. The invoice I rec'd at my email address is included in my upload. 1 year for $19.98 and then something about ******** 24/7 support listed @ $0. I did not know System Mechanic was going to charge me monthly for both the software and live tech support which I didn't want OR need.I called IOLO today and the *** told me after A LOT of conversation that all she could do is cancel the live Tech support, confirmation of which is also attached in my upload, as well as money IOLO/SYSTEM MECHANIC/REAL DEFENSE has helped themselves to. The *** said I bought a bundle, which was not reflected on the invoice. AND the *** basically said it's in the fine print. Shame on them.I want all of this cancelled (Live Tech, IOLO, and IOLO VPN. I never wanted or needed a VPN). And I want all my money returned. I did not order anything other than a promotional price of System Mechanic for $19.98 as the invoice indicates. Further, I'm deleting SYSTEM MECHANIC from my hard drive because every since day i get a pop-up (even tho I have them disabled) from IOLO telling me to increase my subscription today only for $9.95. I would also like to be taken off their mailing list. I have had ~150 emails from them since 7/22, which is pretty much one a day. I've printed a list. If you want to see it, I'll send it to you. There is no doubt in my mind that this is illegal, to order ONE product and get stuck with three.Business Response
Date: 02/05/2024
*********************************
*********************************************************************
Date 2/2/****
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.
We also regret the delay in responding to your complaint filed with the Better Business Bureau on January 3, ****, as we only received this complaint on January 25, ****.
Our records indicate that on July 22, 2023, you made two purchases. The first was a System ***************** 1 Year License special promotional offer for a total cost of just $19.95, with annual auto-renew at the regular price of $49.95 plus any applicable sales tax. This purchase also included a promotional one-month free trial of our iolo ******** 24/7 Technical Support (as your confirmation email stated) which with monthly auto-renew at the regular price of $19.95. Both of these subscriptions would auto-renew as scheduled unless you contact customer service to cancel prior to the renewal date. The second order was for an ioloVPN 1 Month 1 User 5 Devices subscription for total cost of $9.95 with monthly auto renewal at a price of $9.95 unless you contact customer service to cancel.
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 special offers include a one-month promotional free trial of our ******** 24/7 service, which does renew monthly if not cancelled prior to the renewal date. Information regarding the terms & conditions of the purchase,including automatic annual and/or monthly 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 did not receive a cancellation request prior to the scheduled renewal dates,the ******** 24/7 Technical Support subscription was renewed on September 2nd (this was scheduled for August 22nd but was delayed due to a declined payment request) October 2nd, November 2nd, and December 2, 2023, for a cost of $19.95 each month.
Your ioloVPN subscription was also renewed for a monthly charge of $9.95 on August 22nd, September 22nd, October 22nd, November 23rd, December 23, 2023, and January 23, ****
On January 3, ****, your 24/7 ******** Support was cancelled per your request. The terms & conditions of your purchase states: If you are on a monthly subscription plan, we will automatically bill you on or about the last day of the expiring subscription. If you are on an annual subscription plan, we will send you a notice email within a reasonable time prior to the renewal data reminding you that your plan will renew, and payment will be processed on the renewal date. Monthly and annual subscription fees are not refundable. Therefore, no refund was 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 goodwill gesture (an exception to the terms of your purchase) and in a effort to resolve this matter, refunds totaling $69.75 have been issued. This includes renewal fees for the last 3 months of your ioloVPN subscription and last 2 months of the ******** 24/7 Technical Support subscription.
Per your request all of your subscriptions/licenses have been inactivated. You will see no additional billing for these services.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:01/25/2024
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 9/23/2023, I responded to a promotional email offer to extend my IOLO subscription for $10.74 which I did. See attached document. Unknown to me by doing so, however, were hidden or bundled pricing which went into effect without my knowledge. After noticing several month of charges, including $21.55 on 10/23/23, $19.95 on 11/23/23, and $19.95 on 12/23/23, I finally questioned these charges occurring on my credit card and contacted IOLO via CHAT on 1/1/2024 speaking with ****** *******. She advised me that when I accepted the promotional offer in September, that it included 'bundled' pricing which included Live Tech monthly service fees of $19.95. Since I had never agreed to these charges and had never received any further notiifcation, I asked her to terminate this service and refund the $61.45 which I had not authorized. She replied that she had no authority to do so, but would cancel any future charges. I then called the 800 number and spoke with ***** who basically advised that I had subscribed to the additional fees when accepting the earlier email offer and company policy would not authorize earlier month's charges, but she would credit the the most recent charge of $19.95 leaving an overcharged amount of $41.50 which I am seeking. This IOLO practice is deceitful and misleading to consumers and should be addressed by this company. I am extremely disappointed after many years of service with IOLO and would like others to know of their deceptive practice to mislead consumers and not get fishtagged into these promotional offers. They should be up front without consorting to these hidden condtions. As with me as an 81 year older person, many people do not even check their statements regularly and are then left to pay these ridiculous fees. Another scam in my opinion! Please do something! Thank you!Business Response
Date: 02/05/2024
***********************
5920 ************
**********, ** 76112
Date 2/2/****
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.
We also regret the delay in responding to your complaint filed with the Better Business Bureau on January 1, ****, as we only received this complaint on January 25, ****.
Our records indicate that on July 28, 2023, you purchased a ************* LiveTech for 1 Computer and 1 Mobile Device subscription plus a System Mechanic Ultimate Defense 1 Year Whole Home License for a total cost of $179.00, including automatic annual renewals for each unless you contact customer service to cancel.
On September 23, 2023, as you stated, you purchased a special offer of an additional 1 year of System Mechanic Ultimate Defense for a total cost of $10.74 (including $0.79 ** sales tax). 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 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.
We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic Ultimate Defense software. The majority of the System Mechanic software special offers include a one-month promotional free trial of our LiveTech 24/7 service, which does renew monthly if not cancelled prior to the renewal date. 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 Technical Support renewed as scheduled for a cost of $21.25 (including $1.60 ** sales tax) on October 23rd, November 23rd,and December 23, 2023 (this charged was only $19.95).
On January 1, ****, per your live chat request, your LiveTech 24/7 Technical Support subscription was cancelled. As a courtesy the renewal payment of $19.95 charged December 23rd was refunded as an 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. As a gesture of goodwill and an additional exception to the terms of your purchase, a refund of $21.55 has been issued for the November 23rd renewal fee bringing the total amount refunded to $41.50. Please allow 3 -5 business days for this credit to post.
Your ************* LiveTech for 1 Computer and 1 Mobile Device subscription and System Mechanic Ultimate Defense Whole Home License remain active with automatic renewal scheduled for July 27, ****, at the regular price 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: 02/13/2024
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:01/25/2024
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.
This company has unscrupulous practice of billing customers of things they dont order. Without requesting adding technical support to my subscription, I was billing ***** on my credit card without my knowledge for something I neither wanted or requested and did not give them permission to charge my credit card. When I called to cancel this service and get reimbursed, the customer service agent told me that he would give me 60 days of free technical support even though I was cancelling. When I asked if he was going to reimburse me the ***** they already charged he said if he does that then he could not offer the free technical support for 60 days. He was trying to deceive me so he wouldnt have to reimburse me for a service I did not request. Of course I refused and will be switching to another company when my subscription terminates.Business Response
Date: 02/05/2024
***********************
********, ** 90505
Date 2/2/2024
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.
We also regret the delay in responding to your complaint filed with the Better Business Bureau on December 30, 2023, as we only received this complaint on January 25, 2024.
Our records indicate that on February 3, 2023, you purchased a iolo System Mechanic Ultimate Defense 1-year license for a total cost of $49.95, which includes automatic annual renewal unless you contact customer service to cancel.
On November 27, 2023, you purchased a special offer of an additional 1 year of System Mechanic Ultimate Defense for a total cost of $9.95. This offer also included a promotional one-month free trial of our iolo ******** 24/7 ************************* 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.
We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic Ultimate Defense software. The majority of the System Mechanic software special offers include a one-month promotional free trial of our ******** 24/7 service, which does renew monthly if not cancelled prior to the renewal date. We regret if you found the offer unclear in any way.
Since we did not receive a cancellation request prior to the scheduled renewal date,the ******** 24/7 Technical Support renewed as scheduled for a cost of $19.95 on December 27, 2023.
On December 30, 2023, per your request, your ******** 24/7 Technical Support subscription was cancelled. As a courtesy the renewal payment of $19.95 charged December 23rd was refunded as an exception to the terms of your purchase which states Monthly and annual subscription fees are not refundable.
Your System Mechanic Ultimate Defense License remains active with automatic renewal scheduled for February 3, ****, at the regular price of $79.95 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:01/24/2024
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 11/26/2023 I saw an ad on line and purchased System Mechanic software for $10.62 including tax. Order ID *******. This is installed on my computer..A 2nd screen came up and I thought it was part of the same transaction. I checked my Paypal account to find I was charged an additional $53.32 including tax for a 2nd System Mechanic software ID *******. This is not installed on my computer.Within 10 minutes I called Paypal. They said no problem and opened up a case to have the $53.32 ID ******* charge removed.****** notified me several weeks later the case was denied for $53.32 ID ******* with no expiration date, because it is installed on my computer. This is not true. The original order for $10.62 ID ******* with a expiration date of 11/27/2024 is installed on my computer.$10.62 is Paypal Reference # P928300ABEHM6EVFD Dated 11/26/2023 $53.32 is Paypal Reference #P928300ABEHM6EVFZ Dated 11/26/2023 How does a simple order for $10.62 turn into a total of $63.94 within minutes, unless your dealing with a company trying to scam their customers for larger sales and profits???I'm requesting you send me a refund check for $53.32. We have already paid Paypal the total of $63.94.I'm a 76 year old retiree who might not know a lot about computers, but I do know this is not the way to do business. Is this a scam????Thank youBusiness Response
Date: 02/05/2024
*********************
*******************************
Coventry Twp, ** 44319
Date: 2/1/2024
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 regret the delay in responding to your complaint filed with the Better Business Bureau on December 27, 2023, as we only received this complaint on January 24, 2024.
Our records indicate that on November 23, 2023, you made two purchases as you stated just moments apart as the order ID numbers indicate. The first, a 1-year license for our ********************** System ***************** for a promotionally discounted price of $9.95 (plus $0.67 OH sales tax for a total cost of $10.62) which would auto-renew annually at the regular price of $49.95 plus any applicable sales tax unless you contact customer service to cancel prior to the renewal date. This purchase also included a promotional one-month free trial of our iolo Technical Support 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. The second order was for another 1-year license for the System ***************** but at the regular price of $49.95 (plus $3.37 OH sales tax) which would also be auto-renewed annually.This order did not include the additional **************************
On December 6, 2023, PayPal reversed the payment of $53.32 for your second purchase creating a chargeback.
Please be advised that our records do not reflect any calls received from the phone number provided with your initial order, nor any other contact received in reference to your account since your enrollment November 23rd, prior to receipt of your Better Business Bureau complaint. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels.
Both of your System ***************** licenses and the Technical Support with Dark Web Scan subscription were cancelled on December 6th due to the chargeback. You will see no additional charges for these purchases.
As a gesture of goodwill, refunds totaling $63.94 have been issued. Please allow 3 5 business days for the credit to post.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:01/24/2024
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.
The company allows you to sign in and update your billing info, but it does not give you the chance to cancel the subscription. I chatted with someone from the company and each kept telling me that even though I was canceling the subscription and it charged me while I was canceling and when I tried to tell them I wanted my money back they stated they couldnt do it because it was an auto renewal.Business Response
Date: 02/05/2024
*************************
**************************************br>**********, ** 36116
Date: 2/1/****
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.
We also regret the delay in responding to your complaint filed with the Better Business Bureau on December 18, 2023, as we only received this complaint on January 24, ****.
Our records indicate that on September 3, 2022, you initially purchased an iolo System Mechanic Ultimate Defense with ******** Monthly license for a cost of $9.95. This purchase included a monthly auto-renewal at the $9.95 price unless you contacted customer service to cancel prior to the renewal date. This subscription was cancelled October 3, 2022,when the request for payment of the $9.95 renewal fee was declined by your financial institution.
On August 29, 2023, you again purchased the iolo System Mechanic Ultimate Defense with ******** Monthly license for a cost of $9.95 with auto renewal. This license was renewed on September 29, ******** $9.95.
Also on September 29, 2023, our records reflect that you purchased an ioloVPN 1 User 5 Devices 1 Month license for a total cost of $9.95 which would auto-renew monthly at the same price. After several attempts to request payment for the monthly renewal were declined this subscription was cancelled November 6, 2023.
On November 4, 2023, you purchased an iolo System Mechanic Ultimate Defense 1-year license for $9.95 with annual auto-renewal at the regular price of $79.95 scheduled for November 4, ****. This purchase also included a promotional one-month free trial of our iolo ******** 24/7 ************************* 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 renewal, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email.
On November 20, 2023, your iolo System Mechanic Ultimate Defense with ******** Monthly license was renewed after previous attempts in October failed due to declined payment requests.
On December 16, 2023, when you updated your payment information the monthly renewal of the ******** 24/7 Technical Support that had been attempting to process since December 4th was processed and a payment of $19.95 billed.
Also on December 16th, per your Live Chat request, all remaining active subscriptions/licenses were cancelled.
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 $19.95 has been issued. Please allow 3 5 business days for the credit to post.
Your software 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: 02/14/2024
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, I do appreciate everything.
Sincerely,
*************************Initial Complaint
Date:01/23/2024
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 purchased a discounted service for 1 month and now they keep charging my PayPal account for their service that I am no longer using. I DID NOT signup for a year of this service. Nowhere in the advertisement did it see that there was a commitment or automatic monthly payments involved. They continued to charge my PayPal account for the third month now before I noticed these fraudulent payments. I have notified PayPal and will email or call ( RealDefense) 1 more time. They DID NOT respond to my other email I had sent.Business Response
Date: 01/31/2024
***********
1565 **********.
************ ** 37772
Date: 1/31/****
Complaint ID: ********
Email: ************************
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 regret the delay in responding to your complaint filed with the Better Business Bureau on December 22, 2023, as we only received this complaint on January 24, ****.
Our records indicate that on October 22, 2023, you purchased a 1-year license for our ********************** System ***************** for a total cost of $14.98 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. 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 November 22, 2023, and December 22, 2023.
On January 22, ***** we attempted to process your payment of $19.95 for this scheduled monthly renewal but the request was declined by PayPal. Your ************************* with Dark Web Scan license was cancelled on January 23rd.
Please be advised that our records do not reflect any calls received from the phone number provided with your initial order, nor any other contact received in reference to your account since your enrollment in October, prior to receipt of your Better Business Bureau complaint. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels.
Your ************************* with Dark Web Scan subscription remains cancelled. You will see no additional monthly renewal charges of $19.95 for this service.
Your iolo System ***************** is still active until October 22, ***** at which time it will renew at the regular price of $49.95 (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:01/23/2024
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.
This buisness made a fraudulent charge against my paypal account on 12/21/2023. No authorization was provided.Business Response
Date: 01/31/2024
***********************
***************************
********,** 70002
Daytime Phone: **************
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.
We also regret the delay in responding to your complaint filed with the Better Business Bureau on December 21, 2023, as we only received this complaint on January 24,2024.
Our records indicate that on May 4, 2023, you purchased a SUPERAntiSpyware PRO X Edition Software for a total cost of $39.95 with automatic renewals unless you contact customer service to cancel. Information regarding the terms & conditions of the purchase,including the automatic 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.
Your SUPERAntiSpyware PRO X Edition Software license was initially scheduled to renew monthly but on June 5, 2023,the license renewal was extended until December 21, 2023.
On December 21, 2023, the license renewed as scheduled for a total cost of $41.73 (including $1.78 LA sales tax). Also, on December 21st PayPal reversed the payment of $41.73 for the renewal. This chargeback created a credit in your favor with PayPal which was accepted without dispute as a way to refund the charges. Your SUPERAntiSpyware PRO X Edition Software license was cancelled at this time due to the chargeback.
Per your request, your information has been removed from our marketing database. Your SUPERAntiSpyware PRO X license remains inactive with nothing further to be billed. If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?DirectorCustomer Answer
Date: 02/08/2024
Complaint: 21040067
I am rejecting this response because:
Your business model is to make it impossible to close the account and prevent future charges. Additionally, your phone agent refused to help close the account and refund the then current charge. These are strong-arm tactics.
Sincerely,
***********************Business Response
Date: 02/16/2024
***********************
***************************
********, ** 70002
Daytime Phone: **************
Complaint ID: ********
E-mail: ****************
Dear *************,
Thank you for the opportunity to respond.
We make every effort to be forthcoming regarding our promotions and offers for Real Defense products. As stated in our previous response, when you purchased a SUPERAntiSpyware PRO X Edition Software in May information about the terms & conditions and automatic renewals was provided before any personal information is required to complete the purchase. The information is also included in your order confirmation email. More specifically the offer states: 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 prior to the applicable renewal date by calling us at ************** (Powered by *************) or via online chat, email or contact form.RealDefense may offer other products and services when you call us. Also, per the Terms of Service, Monthly and annual subscription fees are not refundable. We will continue to bill your account until it is canceled or terminated. You may cancel your account at any time by calling us at ************** or via online chat, email, or website contact form."
We regret you found the cancellation process difficult and apologize if you were treated less than professionally by any member of our staff. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
Your SUPERAntiSpyware PRO X license remains inactive with nothing further to be billed.
Please contact **************** toll free at?************** if you have additional questions.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:01/23/2024
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.
This is a complaint.I have been a customer of ********************** for many years purchasing their System Mechanic (SM) level optimizer product. In August 2023, RealDefense LLC /IOLO began billing my credit card that was on file for a promotion of their System Mechanic Ultimate Defense (**) product, which according to them included a $19.95 monthly charge for '24/7 Support.' On 27 Dec 2023 I called RealDefense LLC /IOLO asking why they are charging my credit card and I asked for a refund. They refunded me $19.95 for the December charge, but would not refund me for approximately $60 for the prior months. Plus they think I purchased 2-years of this ** product.I personally do not believe that I signed up for nor installed their ** product. *** Cable provides me with antivirus and I would never agree with a $19.95 monthly charge for technical support.27 Dec, they assigned a ticket #****** which is "escalated." I have called in 2-3 times since the 27th. Each time, a new support person has to go through a lengthy explanation about my issue and then they accuse me of ordering ** and that I didn't read the fine print about the monthly $19.95 charge. Each time I call in they say someone will call or email but no resolution!Per their request I provided my SM activation code which should show my long customer history at the System Mechanic level, but they can't see any of my history under either of my email addresses. And, this activation code is now associated with the ** and I look to them as a new customer since August 2023. - Might have something to do with RealDefense having bought out IOLO.- Note this ** that is now on my PC has continuous popups asking me to purchase ** HELP, I need a resolution.A) Refund the ~$60 that they charged my card since August.B) No more charges, leave me at Ultimate Defense for the remaining 598 days remaining.C) No more charges, get me back to System Mechanic level for the remaining 598 days remaining.**Delete my card #Business Response
Date: 01/31/2024
*********************
**********************************************************
1/30/2024
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.
We also regret the delay in responding to your complaint filed with the Better Business Bureau on December 29, 2023, as we only received this complaint on January 24, 2024.
Our records indicate that on February 17, 2022, you purchased, a 6-month license for ********************** System ***************** for a total cost of $9.95 which would auto-renew every 6 months at the that price plus any applicable sales tax unless you contact customer service to cancel prior to the renewal date. This order was placed using a different email address ******************** than that included with your BBB Complaint. We regret if this subscription was not located when you contacted us previously and apologize for any inconvenience this might have caused.
The System ***************** license was renewed as scheduled on August 9, 2022,and February 17, 2023. Each renewal was at a cost of $10.81 (including $0.86 ** sales tax). This equals a total cost of $31.57 for the license and renews of System ***************** from February 17,2022 until August 15, 2023 ( 1 years).
On August 15, 2023, your System ***************** license was cancelled prior to renewal.
On August 21, 2023, our records indicate a purchase of a special promotional offer of a 2-year license for ********************** System Mechanic Ultimate Defense for a total cost of $21.71 ($19.99 plus $1.72 ** sales tax) with automatic renewal. This purchase also included a promotional one-month free trial of our iolo ******** 24/7 ************************* 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 renewal, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email. The email provided for this purchase is the same as you provided with this complaint ********************. 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 ******** 24/7 ************************* renewed monthly as scheduled for four months, September 21, 2023, through December 21, 2023. A charge of $19.95 was billed each month when the license renewed per the terms of the purchase.
On December 21, 2023, per your request,your ******** 24/7 ************************* was cancelled. The purchase and billing were explained. As a courtesy and exception to the terms of your purchase which states monthly and annual subscription fees are not refundable, a refund of $19.95 was issued. Your request to reactivate the System ***************** was forwarded to tech support. An email cancellation confirmation of the ******** was sent. Also, per your request, the initial order confirmation email from the August 21st purchase of Mechanic Ultimate Defense was resent.
While we do make every effort to ensure our technicians are able to resolve each ticket in a timely fashion,there are times when we do have a higher-than-average turnaround time; we understand how frustrating this can be. Per our records a technician spoke with you on December 22nd. The pop-*** were explained, and a System Mechanic Ultimate Defense license was confirmed already active on your system since August 21st. It was explained that this would not have been upgraded without your permission or acceptance of an offer and download. When you ask about removal of your credit card you were referred to the billing department.
We regret at this time we have not yet been able to reactivate the System ***************** license. Just to note, the System Mechanic Ultimate Defense license includes all the services that are a part of the ***************** plus 6 additional services. Also,your initial purchase of System Mechanic Ultimate Defense at the promotional discounted price for 2 years ($21.71) is half the cost of 2 years of the System ***************** 6-month license with renewals that you had previously purchased. The total cost you paid for the license and renewals of System ***************** from February 17, 2022,until August 15, 2023 (1 years) was $31.57.
Your iolo System Mechanic Ultimate Defense remains active until August 17, ****, 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.
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, additional refunds totaling
59.85 for the remaining 3 months of the ******** 24/7 Service renewals have been issued. Please allow 3 5 business days for the credits to post.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:01/18/2024
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.
A Product Auto renewed and I hadnt't realized, I didn't want the product to continue. I contacted the company Today ***** (within 12 days of the autorenewal_ regarding the charge for the annual renewal of the Product System Mechanic Ultimate Defense for which I was charged $ ***** on 12-5-23 and I was told I would be unable to get a refund or even a prorated refund after chatting online with a ********************* on their live support- - Though they do say they will prorate a refund + 15% fee on their Sales policy site- see link below. This is extremely bad business and I want to get at least partial refund for this basically useless software I don't need!My personal cell is ************ Sales policy site- **************************************************************************************************************************************************************************************************************************************************************************************************************************************.Business Response
Date: 01/30/2024
*************************
3 ***********
*************, ** 12540
Date 1/25/2024
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.
We also regret the delay in responding to your complaint filed with the Better Business Bureau on December 17, 2023, as we only received this complaint on January 18, 2024.
Our records indicate that on December 5, 2022, you initially purchased, a 1-year license for our ********************** System ***************** for a cost of $19.98 (plus $1.62 ** Sales Tax); then were offered and accepted an upgrade to our System Mechanic Ultimate Defense for a promotional discounted price of only an additional $15.00 (plus $1.22 ** Sales Tax). This purchase included an annual auto-renewal of the System Mechanic Ultimate Defense license at the regular price of $79.95 (plus any applicable sales tax) unless you contacted customer service to cancel prior to the renewal date. Information regarding the terms of purchase and annual 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. In addition, a notice of any pending annual renewal is emailed within a reasonable time prior to the renewal data reminding you that your plan will renew, and payment will be processed on the renewal date. We regret if you found the offer unclear in any way.
Since we received no request to cancel the subscription prior to the scheduled renewal date, your System Mechanic Ultimate Defense license was renewed for ****** at a cost of $79.95. on December 5, 2023.
On December 17th,we received your phone inquiry regarding the billing. Per your request your System Mechanic Ultimate Defense license was cancelled. You were informed that the renewal fee was not refundable. You are correct that our Sales policy does state that a refund can be requested within thirty days of the purchase date, but this refers to the original purchase: Refunds will only be made for the original purchase price, less a 15% processing fee. You will find under the Terms of Service/End User Agreement that the policy also 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. In exception to the terms of your purchase a full refund of $79.95 has been issued. Please allow 5 7 business days for the funds to post.
Your System Mechanic Ultimate Defense license remains inactive with nothing further to be billed.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
****************?
Contact Center Operations?Director
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