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:09/07/2023
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.
They took money out of my account through auto pay and I didnt set up auto pay they automatically took it out . I contacted them told them I havent even used the product and had no idea it was on auto pay and they pretty much said sorry about your luck
Business Response
Date: 09/11/2023
*********************************
3708 *********
Fairfield Township, ** 45011
Date: 09/08/2023
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 August 28, 2022, you purchased a 1-year license for our ********************** System ***************** at a promotionally discounted total cost of $21.28 (including $1.30 OH Sales Tax) with automatic yearly renew for the regular annual price of $49.95 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. The terms of your purchase were included in your confirmation email. We regret any confusion that *** have resulted.
On September 28, 2022, your iolo ******** 24/7 Technical Support was renewed at which time you were billed a total renewal cost of $21.25 (including $1.30 OH sales tax). Per your request this monthly subscription was cancelled October 26, 2022. Your iolo System ***************** license remained active.
Your ********************** System ***************** 1-year license was renewed as scheduled on
August 28, 2023, for a total cost of $53.19 (including $3.24 OH sales tax).
Your iolo System ***************** subscription has now been cancelled, in accordance with your request. In addition, 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 $53.19 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?DirectorCustomer Answer
Date: 10/07/2023
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:08/10/2023
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 went through my account yesterday and saw that I was charged $79.95 for System Mechanic. I have never paid that much before and I did not know that I was on recurring billing. I am ***** of companies that have these type of business practices where they seem to 'pull a fast one' on their customers. I am certain that this company has had other complaints about this practice. The most I have paid for this service is $19.95. I would like a refund of $60.Business Response
Date: 08/30/2023
*******************************
***************************************
*********************************
Date: 08/30/2023
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 May 28,2022, you purchased a 1-year license for our ********************** System Mechanic Ultimate Defense Software at a promotion discount total cost of $9.95, which included automatic yearly renew for the regular annual price of $79.95 until cancelled.
On May 28, 2023, your iolo System Mechanic Ultimate Defense Software subscription was renewed at which time you were billed a renewal cost of $79.95.
Our records indicate that per your request on August 10, 2023, your iolo System Mechanic System Mechanic Ultimate Defense subscription was cancelled.
As a gesture of goodwill, in an effort to fully resolve this matter, a refund of $60 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. As procedures vary, you may wish to check with PayPal for any inquiries on the timeframe for credits to reflect.
Your iolo System Mechanic System Mechanic Ultimate Defense subscription remains cancelled; nothing further will be billed.
If you need further assistance,please contact **************** toll free at?**************.?
Sincerely,??
Morgan M.?
Contact Center Operations?DirectorInitial Complaint
Date:08/07/2023
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 signed up for a month by month payment plan of $20 for "*********". Not only does this software not actually do anything, but I was told when I called to cancel that I was locked into a year of payments and they wouldn't cancel it. There was nothing indicating I was in a year long contract when I signed up. I don't want my money back, I just want to delete the software and not be charged $20 a month for a useless product.Business Response
Date: 08/30/2023
*******************
**********************
Apt 10a
********, ** 10036-3831
8/25/23
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 March 22, 2023, you purchased a 1-year license for our ********* Software, for a total cost of $19.99; this purchase included a 30-day free trial of our ********* ******** 24/7 Technical Support, which would renew at the regular monthly price at the end of the trial period unless cancelled. The terms of your purchase were included in your confirmation email. We regret any confusion which resulted.
As requested, your services were cancelled on August 6, 2023. Please be advised that our toll-free **************** number is **************, however there may be restrictions with international phone carriers.
If you need further assistance, please contact **************** via our Live Chat Support at iolo.com.????
Sincerely,??
****************??
Contact Center Operations?DirectorInitial Complaint
Date:07/24/2023
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 purchased a copy of System Mechanic for my laptop in May. I used it with my old computer in the past, and it was good. It didn't seem quite as effective this time, but that wasn't the problem. On June 9th, I was sent an email that my customer support subscription would be renewed the next day. I did not see anything about a subscription when I ordered, and promptly called to cancel. When I called, the agent told me that it was some sort of glitch with the old account and not to worry-I would not be charged. The next day (6/10/23) there was an email receipt for $21.15 to renew. I called again, and was told that the refund would take 2 weeks. It did not come. I called again, and was told that I would need to talk to the "escalation department". They were supposed to call back and did not. I had them completely close my account, because I couldn't find how to do that online. Still no refund 6 weeks later. Total scam. I will never use them or recommend them again.Business Response
Date: 07/24/2023
Hello!
We apologize for the poor experience and will make sure the refund is processed.
Customer Answer
Date: 07/24/2023
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:07/20/2023
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.
hello. I wish to file a complaint with the bbb regarding a software company. I have been using website superanti spyware since the late aughts around 2006. I have been a regular Paid subscriber since at least 2010. I made the mistake of calling for Tech support not realizing the company was sold this year, to a shady company called Real Defense. se.This company is out to extort money from unwitting subscribers. They are not based in ****** but run by a russian mafia man by the name of ************************* I allowed an employee to have remote access to my PC desktop to fix my tech issue. Huge mistake. After it became apparent this outsourced worker from another country had zero IT experience or expertise and said someone would contact me in a couple of hours I was immediately suspicious. The employee by the name of ************************** said I would need to pay 199 usd to recover my computer. I knew right away this was a ransomware extortion plot. I ended the session and unplugged my device from its power source. I then was forced to complete a system restore that took 5hrs after the virus attack. I was very upset by what used to be a reputable company.But after the acquisition in January 2023 are no more. Sadly, I can no longer trust them or allow myself to do business with this company. I was so frustrated I attempted to contact customer service. same thing they wanted to "sell protection" for 200 hundred clams. sorry but no way, ****! They are preying upon the innocent and elderly with their scams.RealDefense.se must be stopped. They have my data, telephone and name. which i am sure is now on the DarkWeb. The email they use is USTechSupport/ Zen Desk with an ip address based in *************. 192.161.149.35 The employee sounded like he was from *******. This company is taking advantage and comitting extortion.Business Response
Date: 07/24/2023
Hello, Sorry for the delay and we apologize for the poor experience. We will make sure the customer is assisted and refunds given as needed. Thank you for bringing this to our attention.Initial Complaint
Date:07/17/2023
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.
System ******************************** are now one company but ******* my email as separate ones making me quite confused. I want out! I do not want anything to do with these/this company. 6/1149.95 iolo system mechanic (IS THIS ANNUAL?)6/1115.00 iolo system mechanic ultimate defense no time upgrade (ANNUAL?)7/11 ***** ***** activation then ***** ea. month live tech support (DON'T WANT)7/9 ***** renewal A RENEWAL FOR WHAT??? i just paid $54.00 on June 11?No indicator these are monthly subscriptions.The webpage has no Register/Login link. I had to ****** for it. My current charges are not listed; just 2019 and earlier. Refund policy is vague. " Your purchase today includes 30 days of unlimited remote tech support for one computer or one mobile device. After 30 days, your service will be automatically renewed each month for a monthly charge of $*****.On the renewal date, your credit card will be charged for the subscriptions. 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."You call and the agents are rude, unhelpful, and tell you about a subscription you never signed up for!Business Response
Date: 07/24/2023
Hello!
We apologize for the delay but we will handle the billing adjustment ASAP.Initial Complaint
Date:07/17/2023
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 cancelled mysubscription and have not be refunded despite sending numerous emails to Iolo Support. I was not informed that it was renewing and have been ignored by them.Business Response
Date: 07/17/2023
Hello, we will process this customer refund asap and we apologize that the customer did not have a good experience.Initial Complaint
Date:06/22/2023
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 was alerted on May 26, 2023 I would be charged 19,.95 for ************. I agreed to a one-time payment of ***** back in April for a premium upgrade in order to get the program to run and take care of all the installation work of fixing the drivers on my computer. No where was mentioned that this was a subscription based service, nor does it make much sense for this to be one. Driver software does not change so often for anyone except for maybe a business or larger enterprise to have such a subscription. I feel I was deceived by what was being offered and would like the second charge refunded if it is processed through - I cancelled the authorization to this company once I was alerted but may not have done **********. I did get my money's worth for the one thorough use of the program, but this whole experience has really soured my experience with this company as a whole.Business Response
Date: 06/25/2023
Hello! I will have this customer's refund processed ASAP.Initial Complaint
Date:06/22/2023
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 renewed my service due to an Early Bird Special for $14.99 a year. Hidden in the small print is a trial offer for 24/7 Live Tech Support that you cannot decline. After first month, you are billed $19.99 a month for this service. The receipt for my purchase does not mention that the Live Tech Support is going to be a monthly subscription. I never received any notification that this trial was going to be switched to a paid subscription. It was 3 months before a realized I was being charged for this subscription service. I called Iolo and their customer service rep said I signed up for the service. I informed him I had no paperwork from **** (Real Defemce) stated I had signed up for the Support. The rep asked to have online access to my computer so he could show me on the Iolo web site where I agreed to the service. WHAT??? Why would I allow anyone to have online access to my computer? Especially some stranger. The conversation with the rep went nowhere after that. So I asked to speak to his supervisor. The supervisor directed me to where the *************** is listed. It is on the payment processing page. The System Mechanic is listed at the top of the page boldly. The $14.99 price is also. Lower on the page and off to the right in small white text is written the information concerning the 24/7 Live Tech Support. **** must know what they are doing is wrong because they were willing to refund the last monthly payment. Though they would not refund the other two months. So the System **************** I thought was costing me $14.99 has actually cost me $54.97. For a company I have been trusting my computer health and security to, I am severe offended at such an underhanded money grab. If I cannot trust iolo to treat me fairly when buying their service, how can I trust them to keep my family safe online. Obviously from the multiple complaints put forward for this exact same issue, I am not alone in the belief that **** (Real Defense) is not a trustworthy company.Business Response
Date: 06/25/2023
Apologies for any delay but we will refund the customer ASAP.Initial Complaint
Date:06/22/2023
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.
On 5/4/2023 I renewed my service and got charged $21.38 for Iolo System Mechanic Ultimate Defender for another year at a discounted rate that I got thru a email. I then got charged again on 6/4/2023 in the amount of $21.35. I contacted the customer service to get a refund for the charges made on 6/4/2023 and they told me that when renewing my Iolo System Mechanic Ultimate Defense on 5/4/2023 that it automatically signed me up for a free trail of Iolo livetech 24/7 technical support that I did not even want. I was told that because the 30 day trial was over that I was charged the monthly renewal fee. I then told them that I never ordered nor did I want the Iolo livetech 24/7 technical support and I just wanted a refund. They told me that I could not get a refund and went on to try and sell me the product for a year subscription. I told them I did not want it and I wanted to speak with the supervisor to get my refund. They then told me that they could not transfer me to the supervisor nor could they refund me for the $21.35. I have used this product for many years and had no problem with renewal until now. I would recommend people not to use their products because they are nor up front on charges you may incur after you initial purchase. I would like a refund for both transactions since I will not longer be using their products due to the hidden free trial and terrible customer service.Business Response
Date: 06/25/2023
Apologies for any delay. We will refund the customer ASAP.Customer Answer
Date: 06/28/2023
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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