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:01/18/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Nov. 16, 2023 I purchased a year of System Mechanic computer utilities for $42.95. This was successfully installed and did what it was supposed to do for a couple weeks. On December 11 I received a message offering an additional year of System Mechanic for $14.98, which I paid for. Both receipts mentioned a free month of ******** **** technical support. However, neither stated that the ******** service would automatically begin charging after a month. Luckily they sent me a cheerful welcome to their service, which alerted me to their taking money from my account each month. Since their website does not link to any account information, I had no way of confirming anything. I tried to call the phone number given (in ******) but no-one answered other other than a recording trying to upsell me to some other program. The phone message urged me to try their chat service - but there was no standard chat box, just a box that looked suspiciously like what one uses to give remote access to one's computer to someone else (i.e., they might have had access to my computer). Given the opaque nature of their services, the scammy way the tech support was added in, and an online warning from another company claiming to be Iolo that this one was a scam, I decided to cancel the whole thing, and removed it from my computer. They are clearly not trustworthy. Better Business might note that their high rating with you is based on a number of documented complaints counterbalanced by a much larger number of very positive reviews (who bothers to write positive reviews on BBB?) - many of which were submitted on the same days. Sounds questionable to me! Anyway, if possible I would like to get my money back, since I think it was obtained under false pretenses.
Business Response
Date: 01/30/2024
***************************
*******************************************************************-2939
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 November 16, 2023, you purchased a 1-year license for our ********************** System ***************** for a total cost of $42.95 (including $3.00 OH Sales Tax)with automatic annual renewals. 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.
More specifically the shopping cart for the offer you purchased stated: Your System ***************** will automatically renew yearly at the annual price of $49.95. If you do not cancel ******** 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 *************) or via online chat, email or contact form. We regret if you found the offer unclear in any way.
On December 11th, as you stated, you accepted an offer of a one-year extension for the System ***************** license at a cost of $14.98. This purchase moved the renewal date to November 16, ****.
On December 16, 2023, we attempted to renew your iolo ******** 24/7 Technical Support as scheduled but the request for payment was declined by your credit card. The subscription was cancelled at this time.
Our refunds and returns policy states that iolo must receive a request for a refund with an explanation of dissatisfaction by telephone or email, within thirty (30) days of the purchase date. Refunds will only be made for the original purchase price, less a 15% processing fee. While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. Although we have no record of any other contact received in reference to your account or since the date of purchase prior to receipt of your Better Business Bureau complaint. As your complaint was submitted to the BBB on December 16th (day 30 since your initial purchase) as an exception to the terms of your purchase, refunds totaling $57.93 have been issued. Please allow 5-7 business days for the funds to post.
We regret to hear that you may have encountered a possible scam site when attempting to reach us. A few things to note about reputable Tech Support companies:
Inbound Calls Only Tech Support Agents will never call you unless you requested a callback.
Fake Phone Number Iolo/************* will only call you from a number that you can call back. Contact numbers are available on our website.
Open for Business Iolo/USTech Support has been in business for over 10 years.
Bank Account Information **********************/USTech Support will never ask for your bank account information. The scammers will use this information to steal your money while claiming they are going to deposit a refund.
Remote Computer Connection Iolo/USTech Support will never ask to connect to your computer unless you request it first.
Per your request, your System Mechanic Ultimate Defense license has been cancelled. Nothing further will be renewed or billed.
Please contact **************** toll free at?************** if you have additional questions.?
Sincerely,??
****************?
Contact Center Operations?DirectorCustomer Answer
Date: 02/08/2024
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:01/18/2024
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.
I was charged on 12/8/2023 for a service I did not ask for. $26.95. I noticed the charge in my email today 12/10. I called the company Iolo and requested an explanation. They canceled the service I did not ask for and offered a refund. I checked my bank account back a year ago and found a similar charge on my account. It does not however say who it was from. I checked my email from a year ago and found no emails from them at that time. I do not know how long this has been going on. That is what I am complaining about. How long this has been going on? I can't see that for myself. I also don't expect anything to happen about that.Business Response
Date: 01/30/2024
***************************
35 **********.
***********, ** 88061
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 10, 2023, as we only received this complaint on January 18, 2024.
Our records indicate that on July 27,2022, you purchased, a 1-year license for our ********************** Malware Killer for a total cost of $24.95 which would auto-renew annually 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.
Our records indicate that on December 8,2022, another purchase of the iolo Malware Killer was processed for a total cost of $24.95 which would auto-renew annually at the that price plus any applicable sales tax unless you contact customer service to cancel prior to the renewal date. This license was tied to the email address provided with your BBB complaint. The previous license purchased in July was inactivated. 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 an order confirmation email. We regret if you found the offer unclear in any way.
Since we received no request to cancel the Malware Killer license prior to the scheduled renewal date, it was renewed for 1-year at a cost of $26.53 (including $1.58 ** Sales Tax) on December 8, 2023.
On December 10th, we received your phone inquiry regarding the billing. Per your request your Malware Killer license was cancelled. As a courtesy and exception to the terms of your purchase which states monthly and annual subscription fees are not refundable, a refund of $26.53 was issued.
We appreciate your feedback, as we strive to provide the highest quality products and service.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
Morgan M.?
Contact Center Operations?DirectorInitial Complaint
Date:12/28/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged a renewal on 11/29/23 for software that I haven't used in a year and had no idea there was an automatic renewal. I called to stop any further renewals and get a refund, but customer service rep refuses to refund renewal charge.Business Response
Date: 01/19/2024
*****************
********************************* G
*******, ** 91506
Date 1/04/****
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 2, 2023 as we only received this complaint on January 1, ****.
Our records indicate that on September 13, 2022, you purchased a 1-year subscription for our iolo Search and Recover at a total cost of $14.96 with automatic annual renewal. In addition,on November 29, 2022, you purchased a 1-year license for our ********************** System Mechanic Ultimate Defense at a promotionally discounted total cost of $9.95 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. 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 December 21, 2022, your iolo ******** 24/7 Technical Support was cancelled per your request.
The renewal of your iolo Search and Recover subscription was delayed until June 28, 2023, at which time it was renewed for a total cost of $14.96. This subscription remains active and is scheduled to renew June 28, ****, at the regular price of $14.96 (plus any applicable taxes) unless you contact customer service to cancel prior to the renewal date.
Since we received no request to cancel the iolo System Mechanic Ultimate Defense license prior to the scheduled renewal date, it was renewed for 1-year at a cost of $79.95 on November 29,2023.
On December 2, 2023, per your request the iolo System Mechanic Ultimate Defense subscription was cancelled but no refund was issued as our policy does 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 an exception to the terms of your purchase, a refund of $79.95 has been issued. Please allow 3-5 business days for the funds to post.
Please contact **************** toll free at?************** if you have additional questions.?
Sincerely,??
****************?
Contact Center Operations?DirectorCustomer Answer
Date: 01/29/2024
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:11/21/2023
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.
7-11-2023, 8-11-2023 and 11-13-2023. The first purchase was authorized, but the latter two were not. No product was made available at the company website, software, product activation codes, order confirmation emails, tech support - NOTHING. I was asked by email to provide invoices but the company never provided any for what it claims is not in the company record, namely said orders. If it checks with its accounting department to determine end destination of the [UNAUTHORIZED] debits from my bank account, the money is probably in there account. Conveniently, the company insists that I provide invoices to prove orders that I did not authorize. In effect, no paper-trail covers a virtual theft from my account by **********************. I requested a full refund. This request stands unchanged. Enclosed are the PDFs of TRUIST bank records indicating without doubt iolo's unauthorized debits of my bank account.Business Response
Date: 11/22/2023
*************************
413 1/2 ***********
******, ** 25064
Date:11/22/2023
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 regret that we are unable to assist you when you called customer service. Since we were unable to locate an account that reflected the information you provided at that time. We have now located your account with the additional information you provided with this BBB complaint. It appears when you placed your initial order on July 10, 2023, your information was entered incorrectly; first and last names were reversed, and the email provided had letters transposed (@gamil.com instead of @gmail.com). As an incorrect email address was on file no emails would have reached you.
Our records indicate that in July you purchased a 1-year license for our ********************** System Mechanic Ultimate Defense at a promotionally discounted total cost of $9.95 with automatic annual renewals for the regular price plus any applicable 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.
Since no request for cancellation was received prior to the scheduled renewal dates, the iolo LiveTech 24/7 ************************* was renewed automatically each month for $19.95 (plus $1.20 ** Sales Tax) until November 10th.
As a gesture of goodwill refunds totaling $42.30 have 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. In addition,your LiveTech 24/7 ************************* has been cancelled so you will see no additional monthly charges for this subscription. Your 1-year license for our ********************** System Mechanic Ultimate Defense remains active and will auto renew on July 10, ****, for the regular price of $79.95 plus any applicable sales tax unless you contact customer service to cancel prior to the renewal date. Your email address has been updated to correct spelling errors. For future reference your account history,including the still active System Mechanic Ultimate Defense subscription, can now be located using *******************
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:11/19/2023
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.
Date of the transaction: 04.07.2023 Amount: $63,94 using a Paypal transaction Product: iolo System Mechanic Ultimate Defense 1-year through RealDefense LLC I was unable to stop an automatic renewal. The service support number provided was unresponsive. All support information on the website (***************************************) concerning "How do I change my automatic renewal option?" and "How do I sign into my iolo Account?" are not possible to use as the "My Account" access found does not exist as described. Attempting to login under the account website ***************************************myaccount/ generated no response.The provider has shown no interest in contacting me or resolving the problem.Order Nr. *******Business Response
Date: 11/29/2023
********************
Tschenwiese 43
************, DEU 51702
Date:11/22/2023
Complaint ID: ********
E-mail: **************************************
Dear Ms. ************************ you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records indicate that on July 4, 2022, you purchased a 1-year license for our ********************** System Mechanic Ultimate Defense for a total cost of $63.94 with automatic annual renewal unless you contact customer service to cancel. 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 unless canceled. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart prior to any personal information being entered. These terms are also included in your order confirmation email.
On August 3, 2022, per your request, your LiveTech 24/7 Technical Support subscription was cancelled. Your 1-year license for ********************** System Mechanic Ultimate Defense remained active.
Since no request for cancellation was received prior to the scheduled renewal date,your iolo System Mechanic Ultimate Defense subscription was renewed automatically as scheduled on July 4, 2023, for $63.94.
We regret to learn that you had issues contacting our customer service team recently as well as logging in to your account. Our website offers options to contact us by phone, or chat. The ******************************************** site includes options for resetting password as well as setting up initial online account access. We regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue. Our records reflect that the email tied to your account differs from the email address provided with your BBB complaint. Since the email address provided with your initial order is required to sign-in, if a different email was used that would have created issues resulting in no response.
Per your request your iolo System Mechanic Ultimate Defense subscription has been cancelled and your account closed. You will see no additional billing.
Per the terms of your order, software purchases are eligible for refund within 30 days of the initial purchase date. Monthly and annual subscription fees are not refundable.
If you need further assistance, please contact **************** toll free at?**************.? Or send us a message via the ********************************************** website.
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:10/19/2023
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.
**************** sells a software named System Mechanic. They clearly market the software as an anti-virus package. Nowhere in the advertisement does it say that there are automatic monthly payments involved. They continued to charge my PayPal account for a year before I noticed these fraudulent payments. When I disputed the claims, they promptly refunded payments only for the last 60 days but refused to acknowledge the fraudulent nature of the business or refund the rest of the charges. The business operations are fraudulent and further action is needed.Business Response
Date: 10/25/2023
***************************
******, ** 93619
Date: 10/19/2023
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 make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic software. The majority of the System Mechanic software offers renew yearly but each does include a one-month promotional free trial of our ***************** which does renew monthly if not cancelled prior to the renewal date. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart prior to any personal information being entered. These terms are also included in your order confirmation email.
Unfortunately, we are unable to locate your System Mechanic subscription with the information you provided. In order for us to review your concerns we will need the email address that was used when the service was purchased, as well as the name and full address tied to your order. Once we receive this information, we will take immediate action on your behalf. When you locate this information, you may forward it to the Better Business Bureau of ********, ** in the form of a Rebuttal to your complaint filed on October 15, 2023. Thank you for your understanding in this matter.
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:10/12/2023
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 emailed their support prior to the renewal date requesting it be canceled because I was unable to login to my account for whatever reason. . However, it was still renewed and I was still charged. I emailed two more times. I never received a response so I used the live chat option from their site and was assured it was canceled. I received a confirmation of cancellation with a timestamp of Oct 1 at 3:03 am. I never received the refund after waiting several days. I reached again and was told I would not receive a refund. Its a continuous cycle of run-around so you arent able to cancel in time. It really feels like a scam with their customer service support.Business Response
Date: 10/18/2023
***********************
******************************
*****, ** *****
Date: 10/16/2023
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 August 14, 2022, you purchased a 1-year license for our ********************** System Mechanic Ultimate Defense at a promotionally discounted price of $39.97 with automatic yearly renewal at the regular annual price of $79.95 plus any applicable sales tax. The license was extended until October 1, 2023, at no additional cost.
On October 1, 2023, the subscription was renewed as scheduled for a total of $79.95.
On October 4, 2023, per your request your subscription was cancelled. As an exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable, a request to refund the renewal cost was submitted.
On October 12, 2023, a refund of $79.95 was issued. Please allow 3 5 business days for the funds to post.
Your subscription remains cancelled,?and nothing further will be billed to you.If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
Morgan M.?
Contact Center Operations?DirectorCustomer Answer
Date: 10/19/2023
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:10/10/2023
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 received an email from Iolo, that I would be charged $79.99 in two days for a subscription renewal I did not request and I have no way of turning it off. I dont want a subscription from whoever Iolo is.Business Response
Date: 10/18/2023
***************************
************************* Apt B
*******, ** 44857
Date: 10/12/2023
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 2-year license for our ********************** System Mechanic Professional at a promotionally discounted total cost of $15.98 with automatic renew scheduled March 11, ****, for the regular price plus any applicable sales tax.
On October 10, 2023, per your request the subscription and auto renewal were cancelled.
This is the only purchase we located associated with the address and email provided in your BBB complaint. If you have purchased other iolo products in the past using a different email address, please contact **************** toll free at?************** for further assistance.?
Sincerely,??
****************?
Contact Center Operations?DirectorInitial Complaint
Date:10/09/2023
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.
My subscription for System Mechanic Ultimate Defense was automatically renewed despite my request (via selecting that option online) in the past for this option to be deactivated. Since in the past I had "extended time" voluntarily on an existing subscription, for a "special offer" rate, I expected my previous choices to be honored, however I was informed that I could not have done this, because there is no current option offered online to opt out of automatic renewal, and since there was no record of my "cancelling my subscription", there was no way to get a refund. In addition, I had recently received an offer to extend time for only $9.95, (and even the product price on the website is less than what I was charged). I was made to feel dishonest when I was informed that the website options do not allow an opt-out for auto renewal without actually cancelling the subscription on the spot. Pointing out that the option did exist in the past did not help. Regardless of how this misunderstanding occurred, it was not my intention to have to cancel. The agent cancelled my subscription without my asking, so that it would not renew next year, and said they could do nothing else about the current year due to company policy. I explained my concerns to support via email, and was only told "we are sorry to hear you wish to cancel with us". I had never even requested cancellation, I would have preferred extending time for the special rate. Apparently this offer was "one-time" and since they already have my money, I was simply shown the door with a robotic form letter, rather than given a price adjustment or refund.Business Response
Date: 10/13/2023
***************************
3545 ***********************
*******, ** 98503
Date: 10/12/2023
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 July 27, 2022, you purchased a 1-year license for our ********************** System Mechanic Ultimate Defense at a promotionally discounted total cost of $49.95 with automatic yearly renew for the regular annual price plus any applicable sales tax. The license was extended until September 29, 2022, at no additional cost: the automatic renewal was cancelled.
On September 29, 2022, you purchased a special offer of a 1-year license for System Mechanic Ultimate Defense at which time a promo code was applied for a $70 discount resulting in a total cost of only $10.86 (including $0.91 WA sales tax). This purchased included automatic yearly renew for the regular annual price of $79.95 (plus any applicable sales tax) unless you contact customer service to cancel prior to the scheduled renewal date. We regret if you found the terms of the offer unclear in any way.
On September 29, 2023, your iolo System Mechanic Ultimate Defense license was renewed at which time you were billed a renewal cost of $87.23 (including $7.28 WA sales tax).
On October 6, 2023, per your request to stop future auto renewal your subscription was cancelled. We apologize for any miscommunication that resulted in the cancellation of the service which was not your intention.
As a courtesy in exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable a refund of $87.23 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 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?DirectorInitial Complaint
Date:09/26/2023
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 cancelled a subscription with the company for a product on 12/02/2020 with an email confirmation. The company reactivated my account and set up an automatic yearly payment where they charged me for 2021, 2022, 2023 without my consent. I spoke with someone who referred me to customer service. After emailing customer service the company has not gotten back to me.Business Response
Date: 09/29/2023
***************************
100 ***************
***** ** 78621
Email: ************************
9/28/2023
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.
Our records indicate that on October 31, 2020, you purchased a 1-year license for our MyCleanMac Software 1 Year License at a cost of $19.99 with automatic yearly renewal for $19.99. This purchase also included a promotional one-month free trial of our MyCleanMac ******** 24/7 ************************* which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel. The terms of your purchase were included in your confirmation email. We regret any confusion that *** have resulted.
Our records indicate the first monthly renewal of the MyCleanMac ******** 24/7 ************************* renewed on November 30, 2020, for a total cost of $19.95.
Our records indicate, on December 2, 2020, you contacted customer service and cancelled the MyCleanMac ******** 24/7 *************************. You were refunded $19.95 for the November 30, 2020, charge.
Our records indicate on October 31, 2021, we attempted to renew your 1-year license for our MyCleanMac Software 1 Year License at a cost of $19.99. Unfortunately, the payment method on file failed to process and your 1-year license for our ********************** System ***************** was cancelled.
Our records indicate, on February 17, 2022, you purchased a 1-year license for our ********************** System ***************** for a total cost of $29.95. On September 5, 2022,your 1-year license for our ********************** System ***************** for a total cost of $31.75 (includes $1.80 tax) was updated and set to renew yearly for $29.95 (plus tax). The terms of your purchase were included in your confirmation email. We regret any confusion that *** have resulted.
On September 5, 2023, your 1-year license for our ********************** System ***************** renewed for a total cost of $31.75 (includes $1.80 tax). Per your request this license has been cancelled.
In an effort to fully resolve this matter, a refund of $31.75 has been issued back to the payment method on file. Please allow 3-5 business days for this refund to be reflected in your financial statements.
Since all of your subscriptions have now been inactivated there will be no additional charges unless you choose to order again in the future.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
****************?
Contact Center Operations?DirectorCustomer Answer
Date: 10/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************
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