Reviews
This profile includes reviews for RealDefense LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 419 Customer Reviews
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Review fromRay P
Date: 02/29/2024
1 starRay P
Date: 02/29/2024
I agree with most of these negative reviews. Hope fully I have finally cancel any more transitions with this company. I have been billed 4 times this month. May be I am confused about their billing that is sad for a company to intentionally confuse their customers. System mechanic use to be a great product and still is, maybe. But in my option, it is not worth me being taken advantage of. You can appreciate my time to review all you want and explain my account information, like you have in these other reviews. It does not explain why your approach to selling a good system is so confusing and underhanded.
RealDefense LLC
Date: 03/11/2024
Dear **************,
Thank you for your review. We 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 products and services. We regret if you found the offers and billing unclear or confusing in any way.
While you may notice a trend with the reviews or complaints regarding our renewal program,happy customers generally do not leave any kind of reviews regarding their experience. Please keep in mind that the reviews and complaints that the Better Business Bureau receives are a very small portion of our customers. We do make every effort to make the offers as clear as possible.
Your account reflects the following three separate purchases in December. Each a 1- year licenses with automatic annual renewal for: iolo System ***************** (12/11/23), a 2nd iolo System ***************** (12/18/23) and an upgrade to iolo System Mechanic Ultimate defense (12/29/23). The System ***************** licenses were combined with the System Mechanic Ultimate Defense when purchase which extended the renewal date until 2026. But each of these initial purchases included a one-month promotional free trial of our iolo LiveTech 24/7 ************************** which renews monthly if not cancelled prior to the renewal date. The multiple charges you saw were the renewal fees for the LiveTech 24/7 services. On 2/19/24, per your request, the System Mechanic Ultimate Defense and LiveTech 24/7 Technical Support were cancelled.
As a gesture of goodwill refunds have been issued for the 3 extra LiveTech 24/7 support services February renewal fees. Please allow 3 5 business days for the credit to post.
Reviews like yours go a long way in helping us identify areas to improve our services -thank you for sharing your feedback with us.
If you need further assistance,please contact **************** toll free at*************.
Sincerely,
****************
Contact Center OperationsDirectorReview fromRAYMOND H
Date: 01/16/2024
1 starRAYMOND H
Date: 01/16/2024
I purchased the upgrades and antivirus updates on an ANNUAL basis for a long time and liked the program. The last time it auto-renewed via PayPal neither PayPal nor IOLO informed me that it was FRAUDULENTLY CHANGED WITHOUT MY EXPLICIT PERMISSION to a MONTHLY "subscription" model, making product use nearly SIX times more expensive on an annual basis than before, This is PREDATORY behavior when sneaked by a visually and medically challenged septuagenarian like me.RealDefense LLC
Date: 02/07/2024
***************************
*************************************
***********, ** 76034
Dear ****************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that you purchased an iolo System Mechanic Ultimate Defense 1-year license (including automatic annual renewal) on 6/14/22. The purchase also included a promotional one-month free trial of our iolo ******** 24/7 ************************* which would renew monthly at the regular price of $19.95 plus any applicable sales tax. The terms of your purchase (which stated both would auto renewal- annually or monthly based on the license- unless you contact customer service to cancel)are always provided in the shopping cart online before any personal information is entered or the order submitted. The information is also included in your confirmation email. We regret if you found the offer unclear in any way.
Since we did not receive a cancellation request prior to the renewal dates, your ******** 24/7 Technical Support subscription was renewed as scheduled on 7/14/22 and 8/14/22.
On 9/8/22, your ******** 24/7 Technical Support subscription was cancelled per your request. As an exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable, a refund was issued for the August renewal fee.
On 6/14/23, your iolo System Mechanic Ultimate Defense 1-year license was renewed as scheduled.
Our records reflect a purchase of a special discounted offer of a second iolo System Mechanic Ultimate Defense 1-year license including the ********************** ******** 24/7 Technical Support promotional one-month free trial with automatic renewals on 10/16/23.
Again, since no cancellation request was received the ******** 24/7 Technical Support subscription was renewed as scheduled on 11/16/23 and 12/16/23.
On 1/16/24, your ******** 24/7 Technical Support subscription was cancelled per your request. A refund was issued for the December renewal fee as an exception to the terms of your purchase.
At this time, you have two active iolo System Mechanic Ultimate Defense 1-year licenses still active; one to renew 6/14/24 and the other 10/16/24.
Please contact **************** toll free at************** regarding the possibility of combining these two into one subscription.Sincerely,
****************
Contact Center OperationsDirectorReview fromMax W
Date: 12/27/2023
1 starMax W
Date: 12/27/2023
Real old school used car salesmen tactics. Sneaking in other paid products under the radar, when buying something else. Lucky for me, I used a virtual credit card from ***********, so was able to stop their charges by just killing the card.Also super efficient of bumping BBB review score up themselves, to bury any negative ones.RealDefense LLC
Date: 01/31/2024
Dear **************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that you purchased an iolo System ***************** 1-year license on 11/27/23 for a promotionally discounted price which included a one-month free trial of our iolo ******** 24/7 Technical Support Service. Per the terms of the purchase both would auto renewal (annual or monthly based on the license) unless you contact customer service to cancel. The terms of your purchase are always provided in the shopping cart online before any personal information is entered or the order submitted. This information is also included in your confirmation email. More specifically the offer you purchased stated: Includes 1 FREE month of ******** 24/7 Technical Support. 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 27, 2023,we attempted to renew your ******** 24/7 Technical Support monthly subscription as scheduled but the request for payment was declined by your credit card. We regret to learn of your dissatisfaction with our service, and truly appreciate your feedback.
Your subscriptions have all been inactivated per your request,and nothing further will be billed to you.
If you need further assistance, please contact **************** toll free at**************.
Sincerely,
****************
Contact Center OperationsDirectorReview fromLANE K
Date: 12/12/2023
1 starLANE K
Date: 12/12/2023
Iolo will scam and upsell their customers, be aware.Purchased an extended coverage but had to call in to confirm. ******* tried to sell me several items, which I said NO to, yet not only did I get charged but found out the I was now setup on a subscription. When asked for a refund they said no. I have notified my credit card company, BBB, and government agencies on the scam - fraud by Iolo.RealDefense LLC
Date: 01/19/2024
Dear **************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that you purchased an iolo System Mechanic Ultimate Defense 1-year license on 11/25/22 which included a promotional one-month free trial of our iolo LiveTech 24/7 Technical Support Service. Per the terms of the purchase both would auto renewal (annual or monthly based on the license)unless you contact customer service to cancel. The terms of your purchase are always provided in the shopping cart online before any personal information is entered or the order submitted. The information is also included in your confirmation email. We regret if you found the offer unclear in any way.
On 12/25/22, your iolo LiveTech 24/7 Technical Support was cancelled but the System Mechanic Ultimate Defense subscription remained active and was automatically renewed as scheduled on 11/24/23. Also, on 11/24 an ioloVPN 1 Month 1 User 5 Devices license was purchased which would renew monthly unless cancelled.
When you spoke with our customer service team on 12/13/23 your subscriptions were cancelled per your request. Also, as a goodwill gesture and exception to the terms of your purchase, refunds were issued.
We regret to learn of your dissatisfaction with our service, and truly appreciate your input about your customer experience when calling us. Your subscriptions have all been inactivated,and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at**************.
Sincerely,
****************
Contact Center OperationsDirectorReview fromRonny J
Date: 11/16/2023
1 starRonny J
Date: 11/16/2023
Basic ************** I tried to sign up for the basic promotion online and ended up with something that was way more than I bargained for. It took some yelling and screaming and a lot of time to get this matter resolved. Actually, I am not sure yet if it was resolved? Just beware!!!RealDefense LLC
Date: 11/22/2023
Dear ******************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that on 11/16/22 you initially purchased an iolo System ***************** 1 Year License, which included a promotional one-month free trial of our iolo ******** 24/7 Technical Support. The terms of your purchase are always provided in the shopping cart online before any personal information is entered or the order submitted. The information is also included in your confirmation email. We regret if you found the offer unclear in any way.
Per your phone request your initial order was cancelled the same day, and a new order was placed for an iolo System Mechanic Ultimate Defense 1 Year License which will automatically renew at the regular price on 11/16/2024 unless you contact customer service to cancel prior to the scheduled renewal date.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?DirectorReview fromJack S
Date: 10/02/2023
1 starJack S
Date: 10/02/2023
Sly way of collecting money more than once. I removed iolo/Real Defense from my autopayments in September of 2022 because of double billing. This year I manually paid them via PayPal, believing that it was safe to do so, and that they would only take the one $14.95 payment for my year subscription. No. Once month later, today, they took an additional $29.95 as an automatic payment from PayPal. I will be cancelling the charge on my credit card and I will probably have to cancel my PayPal account too. Too much automation there.RealDefense LLC
Date: 10/06/2023
Dear *****************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that on 9/2/23 you purchased an iolo System ***************** 1 Year License. Per the coupon code you applied at the time of your purchase, the 1 Year License was extended to 2 years at no additional cost and the price was discounted to $14.95. This purchase also included a promotional one-month free trial of our iolo ******** 24/7 Technical Support. Each of these would renew at their regular price at the end of their respective prepaid and/or trial periods, until cancelled.
The information about the monthly fees for ******** Service is stated in the shopping cart prior to any personal information being entered. The offer you purchased stated: -----If you do not cancel Active Monitoring with ******** 24/7 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 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 ***************** or via online chat,email or contact form. We regret if you found the offer unclear in any way.
Since we did not receive any cancellation request prior to 10/2, your ******** monthly subscription was renewed as scheduled and the PayPal account on file charged the regular renewal price.
On the afternoon of 10/2, future ******** monthly renewals were cancelled per your request.
Your iolo System ***************** 1 Year License remains active and will renew on 9/19/2025 at the regular annual price unless cancelled before this renewal date.
We appreciate your feedback as we continue to identify areas to improve our services.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?DirectorReview fromJamison M
Date: 09/30/2023
1 starJamison M
Date: 09/30/2023
They Got me for 70 bucks after they agreed to refund my money I had to get PayPal involved and they denied my claim even though I had saved all correspondence between me and Real Defense LLC. I think it's time for a class action lawsuit.RealDefense LLC
Date: 10/05/2023
Dear ********************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that on 9/19/22 you purchased an iolo System ***************** 1 Year License, which included a promotional one-month free trial of our iolo ******** 24/7 Technical Support,each of these would automatically renew at their regular price unless you contact customer service to cancel prior to scheduled renewal. The terms of your purchase were provided in the shopping cart online before any personal information is entered and included in your confirmation email.
Since no request was received to cancel your System Mechanic subscription prior to the renewal date of 9/19/23 the service was renewed as scheduled and billed to the PayPal account on file.
We received your inquiry about the charge on 9/19/23 and per your request your account was cancelled.
On 9/20/23, we received a payment reversal request (a chargeback) from PayPal for the recent renewal payment. The chargeback was accepted thus refunding you for the recent charge.
Your account remains?closed,?and nothing further will be billed to you.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?DirectorReview fromCheryl L
Date: 09/08/2023
1 starCheryl L
Date: 09/08/2023
I have had to call two weeks in a row to cancel service that I did not authorize. I used this service for one year but didn't want to renew. Last week I was able to get a refund this week they said they don't give refunds. Don't ever deal with these people they get your billing info and never stop trying to get your money for things you don't order.RealDefense LLC
Date: 09/15/2023
Dear ****************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We regret if you found the terms of our services you purchased unclear in any way,and truly appreciate your input.
Our records indicate you purchased three of our services last year (2022): a iolo System Mechanic Ultimate Defense 1-year license for 1 PC on 5/28/22, a System Mechanic 1 Year Whole Home License on 8/31/***************************** LiveTech for 1 PC (monthly renewal) on 9/30/2022. Each included automatic renewal at the end of the respective prepaid periods,unless cancelled prior to the renewal date.
On 10/31/2022, iolo LiveTech for 1 PC was renewed at the regular monthly price as scheduled. Also, on 10/31 this subscription was cancelled per your request and a refund issued.
On 5/28/2023, iolo System Mechanic Ultimate Defense 1-year license was renewed at the regular annual price as scheduled. On 5/30, per your request the subscription was cancelled. A refund was issued at this time 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.
Our records reflect that on 6/28/23 you re-purchased the iolo System Mechanic Ultimate Defense 1-year license for 1 PC at a discounted price per coupon code that was applied. This purchase also included a promotional one-month free trial of our iolo LiveTech 24/7 Technical Support, each of these would renew at their regular price at the end of their respective prepaid and/or trial periods, until cancelled.
The iolo LiveTech 24/7 Technical Support was cancelled 7/17 at the end of your free trial and therefore was not renewed.
On 8/8 you purchased ********* Software 1 Year License (a special promotion with an initial one-month trial for $1.00). The purchase also included a promotional one-month free trial of our ********* LiveTech, each of these would renew at their regular price at the end of their respective prepaid and/or trial periods, until cancelled.
On 8/13 your ********* Software 1 Year License was cancelled but the ********* LiveTech Support remained active.
On 8/31, your System Mechanic 1 Year Whole Home License (purchased initially 8/31/22) was renewed as scheduled. Per your request that same day, the subscription was cancelled, and a refund issued again as an exception to the terms of your initial purchase.
The ********* LiveTech Support was renewed as scheduled at the regular monthly renewal cost on 9/8.
Per your request on 9/8 all your remaining subscriptions were cancelled: iolo System Mechanic Ultimate Defense 1-year license and ********* LiveTech Support. A refund was issued at this time.
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?DirectorReview fromMichael S
Date: 08/17/2023
1 starMichael S
Date: 08/17/2023
Originally signed up with ********************* Get Help. This company took over and now long delays to get help. They are outsourcing to other country's. Nothing against the outsourcing but they read from scripts and are not able to help with issues. I was told that a tech would call in 2 to 4 hours. Cant wait for an issue resolution. Cancelled service. They wont refund my money on a prorated basis. In my opinion, Do Not *****************RealDefense LLC
Date: 09/15/2023
Dear **************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We regret to learn of your dissatisfaction with our service, and truly appreciate your input about both the quality of service provided as well as your customer experience when calling us.
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.
Our records reflect that you cancelled your GetKimsHelp Annual Plan subscription on August 17.
in exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable, a refund 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 7 -10 business days for the credit to post.
Thank you for sharing your feedback.
If you need further assistance,please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?DirectorReview fromSteve A
Date: 08/16/2023
1 starSteve A
Date: 08/16/2023
I have lost total confidence in this company. Over the past 8 to 10 months, I have been asked repeatedly to buy product(s) because it is what I need. I have spent approximately $1500 in products to "improve things because of my long-term customer loyalty." I chose this company to provide me and my family with computer protection. I bought System Mechanic Ultimate Defense software. For years, I was satisfied with the technical response I would receive whenever I had an "issue." Now, I am unsatisfied with the way the company is doing business over the past year. Every time I need help with a computer problem, I am continually asked to buy something in order to improve future computer problems. Of course, without fail, I am always "encouraged" to buy the "best deal" because of my customer loyalty. This has gotten totally out of control. When does the constant "encouraging" (pestering, badgering) stop? I recently called for tech support when my computer was hacked. I was told my problem would be taken care of IF I would only buy a cloud service ($500+) just so I could save all my important files, etc. I asked, "Is this really necessary?" and was told it would be a wise decision on my part so they could continue to work on my hack problem. I reluctantly agreed to this purchase and then was told it was an annual purchase. I don't recall being told that upfront. Then, the tech hit me with another request for money ( approx. $300) so he could then begin to work on my problem. I started feeling very uncomfortable with being "encouraged" to buy things so my problem could be worked on. The tech support rep proceeded to tell me that he would have to escalate my issue to a "level 2" tech and then attempted to transfer me to that person. I decided right then to close my account and get a refund. To date, I've heard nothing from the company. I have supporting documentation, if requested.RealDefense LLC
Date: 09/11/2023
Dear *****,
Thank you for your review. We appreciate the time you have taken to let us know about your experience and your input about both the quality of service provided as well as your customer experience when calling us. While our agents want to make sure you are aware of the different services we offer, we do understand this can be frustrating when you call for technical support. We apologize for any inconvenience this may have caused.
Our records indicate you have purchased several of our services in the last year: ********* Family *************************** on 6/5/23, iolo System Mechanic Ultimate Defense 1-year on 6/12, ********* Software 3 Year License for 1 PC on 6/13, and Online Backup 5000GB Annual on 7/26.
On 8/30/2023, per your request via your BBB complaint the iolo System Mechanic Ultimate Defense 1-year subscription was cancelled, and a refund issued as an exception to our 30-Day satisfaction guarantee.
Your ********* Family ***************************,********* Software 3 Year License and Online Backup ****** Annual subscriptions remain active until 10/5/2023,6/13/2026, and 7/26/2024 respectively at which time the subscriptions will automatically renew unless you contact customer service to cancel.
Thank you again for your feedback, as we strive to provide the highest quality products and service.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?Director
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