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.
- 47 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:06/21/2023
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 have bees customer of Iolo for over 10 years. They have in the past always had great customer support. But recently that has gone downhill. I have been using System Mechanics Ultimate Defense & decided that I would upgrade to System Mechanics Pro. I was charged $69.95 in Feb 2023. In Apr 2023 I was charged $10.76 for System Mechanics Ultimate Defense. I contacted them about this and they said that they couldnt refund me that $10.76 because it was a automatic payment. Today I received another charge of $10.76 and I called them to get a refund of both my charges and to cancel my subscription for Ultimate Defense. They said since I canceled my subscription they would not allow me to buy anything from them again. I then asked them to refund my $69.95 for Pro. They said I would have to go to my bank and get the refund. They also informed me that I was on a black list with them and could not ever buy anything from them since I canceled my account with them.
Business Response
Date: 06/25/2023
Apologies for any delay, we will issue a refund 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,
*****************Initial Complaint
Date:06/16/2023
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 17 May I called to update my subscription for System Mechanic software. The Tech tried to get me to purchase ********* software. I told them I did not want this software bur the charged my CC ******. When I asked them to refund they said it would take **** business day's for refund. This was on 17 May 2023. It is now 12 Jun 2023 and I still have not had my refund. I received 2 e-mails canceling the software and mt CC showed 2 refunds of ******, but then the charged me ****** and the another ******. This was all on the May 17 date.Business Response
Date: 06/25/2023
Apologies for the delay, we will refund the customer right away!Customer Answer
Date: 06/29/2023
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:06/07/2023
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.
On 5/16 /23 I was charged ***** by Real defense for unknown reasons.Since you cannot call any customer service I was forced to use chat. My **** ****************** was a nightmare to deal with.I asked for a refund and to cancel my suscription but he responded with another offer for more products and more money. Once again I asked for a refund and cancellation and he came back with another offer for more money and products he knew I was not interested in. The third time I offered to take the refund and cancellations and let ** be done with this charade. It was painfully obvious he had been trained to do this. After another offer I asked what was wrong with him and I didn't have any more time to play this game. I see many others have had satisfaction here and so i have joined them.Business Response
Date: 06/07/2023
Hello,
We will refund this customers order ASAP.Initial Complaint
Date:05/17/2023
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 called iolo twice in which I wanted to turn auto renewal off. The customer service representative was very hesitant to do so and had me hold several times as a tactic taught by the company to frustrate customers. She would never say why she could not turn auto renewal off because there was no reason. The website clearly states we can turn auto renewal off ourselves, but they removed the account button on purpose to trap customers. Its plain and simple. She then told me she would send confirmation by email when its done. I never received an email. I called back to again be told an email would be sent. No email is sent. I want all services canceled! I do not wish to use iolo any longer. I want my credit card off file. number given was ****** by iolo for call.Business Response
Date: 06/07/2023
Hello,
We will refund this customer's order 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,
**********************Initial Complaint
Date:05/09/2023
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.
They charged me for a service I didnt request. I asked them to remove the charge and they refused. I also asked them to cancel the subscription altogether and they refused to refund the subscription as well. Its a fraudulent company trying to deceive customers.Business Response
Date: 07/25/2023
Hello and apologies for the delay. We will process the customer's refund ASAP.Initial Complaint
Date:05/05/2023
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 purchased System Mechanic in Feb. 2023. I just realized that they have been billing me in the amount of $19.95 for 2 months. I have no idea what this service is, nor have I ever used it. I called and had difficulty understanding the service rep due to his heavy accent. I asked for a supervisor and again had difficulty understanding. I was informed that the service would be canceled but I am not entitled to a refund because when I purchased the Mechanic the disclaimer stated I would receive 30 days free trial and then be charged. Who really thoroughly reads all that? It is sneaky and unscrupulous. Customers in good faith make this purchase and are then blindsided by unexpected charges. A company that truly is in the business to offer good programs should not put itself in the gutter by sneaking in unwanted, and unapproved, extra services. This speaks a lot for the type of company it is. I will not renew or ever purchase from this company again as my opinion of companies that have to cheat people to profit is as low as a company can go and does not deserve my business.Business Response
Date: 06/22/2023
Hello,
We will provide a refund ASAP.
Initial Complaint
Date:04/28/2023
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.
On March 29, O2002 I received an email from Real Defense LLc notifying me that my subscription to their software would automatically renew on Mar 31st in the amount of $86.35. Since I no longer wanted to use their software I immediately called them on the telephone, told their rep to cancel and then received a confirming email that it had been canceled and I would no longer be billed for any services. Shortly after March 31 I became aware that In fact I had been billed for the full amount by Discover via PayPal and l. I contacted PayPal and requested a cancellation. They notified me that a cancellation number was required to be sent to them. Since I did not have what was requested I sent them a copy of the Real Defense Email (copy attached) confirming the Cancellation. I then received their reply which denied my claim because of "insufficient documentation. I then disputed the charge with Discover Card and was told they would have to receive the reversal from PayPal. On April 6, 2023 I called Real Defense again and was told that a credit was in the works and it would take a total of **** days from when it was confirmed by them to appear. Well, it is way longer than 10 days and I am convinced they never submitted the cancellation..Can you please put some pressure on them to finally submit the Cancellation credit.Thanks for your helpBusiness Response
Date: 05/19/2023
We will make sure this refund as been processed ASAP.Customer Answer
Date: 05/20/2023
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:04/28/2023
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.
April 2022, I purchased a subscription for iolo System Mechanic. May 2022, I received notification from my bank that I was charged $19.95 by ******** for 24/7 live tech support. I contacted iolo support to dispute this charge. I was informed the tech support subscription was activated when the System Mechanic subscription was purchased. I informed iolo that i wanted to cancel all subscriptions with them at that time. Not only the 24/7 tech support subscription, but the System Mechanic subscription as well. I was refunded the $19.95 charge for the tech support subscription. I found that you could not simply access your account online and disable the automatic renewal of these subscriptions. Additionally, you cannot access, change or delete your payment information online. Today 04/13/2023 3:51 AM central time I received two e-mails from iolo Support. Both e-mails had the exact same time stamp. Both e-mails referenced the same Order ID number. Both e-mails showed an activation code that was identical. The e-mail that appeared first showed Account status for iolo: Active and total billed of $79.95. The second e-mail informed me that my subscription for System Mechanic is canceled. These two e-mails were followed by an e-mail from my bank informing me that I had a debit of $79.95 from iolo.com. I contacted iolo support to dispute the charge and to inquire how this happened since the subscription had been canceled. I was informed that in May of 2022 only the tech support subscription was canceled. I reported to the support representative this is not correct and referenced e-mails from May 2022 and the e-mail on 4/13/2023 stating the subscription was canceled. I was told and received and -mail informing me that my $79.95 will be refunded. I requested verification that my account is closed, and my information deleted. Given this is a repeat issue I can't be sure if they will comply. I contacted my bank to ensure no further transactions will be authorized from iolo.com.Business Response
Date: 05/19/2023
We will make sure the customers account has been cancelled as request.Initial Complaint
Date:04/28/2023
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.
You offer extremely bad ***************** There is nowhere to see any contractual arrangements made and nowhere to cancel your services. I purchased the software which was on offer with free tech service for one month. I have now been charged $49.95 for a service I neither wanted or signed up to. I was advised this payment was an autorenewal. I requested to see my contract as there is no facility online to view or cancel - this was met with non compliance. There is no informed consent to continue taking funds. There is no email advising in advance that you intend to take funds. You have therefore - illegally removed money from my account - based purely on a presumption of service user needs ..not consent. Please return my fundsBusiness Response
Date: 05/19/2023
Hello,
We apologize for the poor experience but I will make sure the refund will be processed right away.
Initial Complaint
Date:04/28/2023
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 am a retired 85year old guy who does not own a business. I have no idea where this order came from.Business Response
Date: 05/19/2023
Hello!
We will look for and refund ****'s order.
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