ComplaintsforUSTech Support

Computer Hardware

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Initial Complaint
04/02/2024
Complaint Type:
Customer Service Issues
Status:
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.
i pay monthlly and they say the call my cell phone and they don't. they use excuses and won't provide me the service i pay for. they will not reimburse my my funds as they do not even help fix your computer. they are a total scam they also try to sell you a bigger program on every contact when i tell them not to
Business response
04/04/2024
*****************************
CO *****
Daytime Phone: **************

Date: 4/4/2024

Complaint ID: ********
Email: ******************

Dear Ms. ******

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 you originally purchased USTechSupport LiveTech for 1 Computer and 1 Mobile Device for a monthly fee of $19.95 on August 19, 2019. *********** has been renewed each month since as scheduled, until March 19, 2024.

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.

As a gesture of goodwill refunds totaling $59.85 for monthly fees charged since January 19, 2024, have been issued. Please allow 3 5 business days for the funds to be posted.

Your USTechSupport LiveTech subscription has now been cancelled. You will see no additional renewal fees unless you choose to place a new order in the future.

If you need further assistance, please contact **************** toll free at?*************.?

Sincerely,??

****************?
Contact Center Operations?Director
Initial Complaint
03/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 4/27/23, I subscribed to this service, which included a 30-day money back guarantee. I cancelled the service on 5/25/23, and was told I would receive a full refund. I subsequently called several times to inquire about the refund and was told each time that they would investigate and call me back. No one ever did. Today, 3/5/24 (after calling 3 times in a row, being put on lengthy holds and then disconnected), I was finally able to speak to a supervisor namedo ****, who informed me that because I had never specifically requested a refund (untrue), none could be provided as "it [had] been too many months."
Business response
03/11/2024
***************************
2666 PO Box
Hollywood, ** 90078

__________________________________________________________________________
March 11, 2024
Complaint ID: ********
E-mail: ****************

Dear ****************,

Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records indicate that on April 28,2023, you purchased, a 1-year System Mechanic Ultimate Defense 1 Year Whole Home License and ********************** LiveTech for 1 Computer and 1 Mobile Device for a total cost of $179.00 each of 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.

On May 25,2023, your System ***************** license was cancelled per your request. We regret any miscommunication initially regarding a refund request. Although the 30-day MBG has expired as a courtesy, a refund of $179.00 has been issued. Please allow 3 5 business days for the credits to post.

If you need further assistance, please contact **************** toll free at?*************.?

Sincerely,??

****************?
Contact Center Operations?Director

Customer response
03/11/2024

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
02/23/2024
Complaint Type:
Customer Service Issues
Status:
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.
I did not know when buying this service that it does not include hardware support. Their not clear on their page when signing up for the service that its only software support for computer issues. Since my issue was a hardware issue with my pc I wasted a lot of money from a computer they wont service because I found that out after purchasing the service not before.
Business response
02/29/2024
*******************************
*********, ** 92058

Date: 2/28/2024

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.

Our records reflect that you purchased a 1-year license for our *************************/7 **************** for 1 Computer and 1 Mobile Device on February 9, 2024, for a total cost of $358.00. We make every effort to be forthcoming regarding our promotions and offers for our USTechSupport LiveTech. We regret if you found the offer unclear in any way and that the services included did not meet your needs.

The terms of the offer states: Refunds for purchases of standalone Software (not provided as part of a Service) will be granted only to users who contact RealDefense/USTechSupport within thirty days of purchase Monthly and annual subscription fees are not refundable. While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As a gesture of goodwill and in exception to the terms of your purchase a refund of $358.00 has been issued and your USTechSupport 24/7 **************** cancelled. We ask that you allow 3 -5 business days for the refund to post.

If you have additional questions, contact **************** toll free at?**************

Sincerely,??

****************?
Contact Center Operations?Director
Initial Complaint
02/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
FYI Scam request.
Business response
02/23/2024
*************************
*********************************
*****,** *****
Date: 02/23/24

Complaint **: ********
**************************

Dear ****,

We appreciate the time you have taken to let us know about your experience.

Unfortunately, we are unable to locate an account for you using your name, phone number, or email address as provided.?

We regret if you have received an email from someone advising they are us; however, as stated above,we are unable to locate any accounts for you with the provided information. It appears you received a phishing email that was not sent from our company.

Just as you have reviewed our BBB profile and contacted us to inquire about a subscription using your information, we hope others do as well in order to keep themselves safe:never give out personal information to anyone you don't trust, whether in response to an email, a pop-up, or a website you've linked to from an email or web page;USTech Support will also never ask our customers to download something to cancel any accounts they may have with us.

We hope this information has been helpful and appreciate the time you have taken to provide your feedback about your experience. If you need further assistance, please contact US Tech Support **************** toll free at **************.?

Sincerely,

****************?
Contact Center Operations?Director
Initial Complaint
11/27/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
Today, November 27, 2023, I purchased a 3year ********* (ID ******************* for $359.00 and and a one year ********* Software Program for $19.99 + tax, which was installed. Since that time I have not received emails including purchase confirmation and payment confirmation and have read all the reviews and realized that what the sales person ******** May claimed is false. When I called the number I couldn't get through to a representative and through chat I was told it would take 2-4 hours for a tech rep to get back to me.
Business response
12/06/2023
***********************
*********, ** 02472

Date 12/05/2023

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 April 8, 2022, you purchased our iolo System Mechanic Professional 1-year license. On November 25, 2023, you upgraded the 1-year license to our iolo System Mechanic Ultimate Defense which included Technical Support with Dark Web Scan at a promotionally discounted total cost of $10.57. This license would be automatically renewed April 8, ****, for the regular price plus any applicable sales tax unless you contact customer service to cancel.

On November 27, 2023, you also purchased, as you stated, ********* *************************** for a cost of $359.00 and a ********* Software 1 Year License for 1 PC for a cost of $21.24 (including $1.25 MA Sales Tax).

We regret to learn that after reviewing your issue our technical support confirmed that the system was unable to deliver order confirmation and activation emails to the address provided with your order. At that time a request for a refund was submitted. We would like to apologize for any confusion or inconvenience which resulted.

On November 28, 2023, refunds of $359.00 and $21.24 were issued. Please allow 5 7 business days for the funds to post to your account.

Your iolo System Mechanic Ultimate Defense license is still active and scheduled to renew April 8, ****, at the regular price of $79.95 (plus any applicable taxes) unless you contact customer service to cancel prior to the renewal date.

Please contact **************** toll free at?************** if you have additional questions.?

Sincerely,??

****************?
Contact Center Operations?Director
Initial Complaint
08/29/2023
Complaint Type:
Billing Issues
Status:
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.
When this company was "Advanced Tech Support" I bought a life time subscription for Panda internet security $500.00 and the ***** malware protection for $100. Now the company is operating under a new name "US Tech Support" and they refuse to honor the lifetime subscription and said I had to buy their new anti virus software since they don't sell Panda anymore. What this company should do is install what ever new virus protection they are selling on my PC for free because that's what I paid a lifetime subscription for.
Business response
09/15/2023
***********************
*******, ** 27661

Date:09/07/2023

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.

We regret that we are unable to assist you with the Panda Internet Security and POCMRI Malware Protection software you purchased previously through Advanced Tech Support. Our acquisition of Advanced Tech Support did not include the software nor the customer base of any prior purchase agreements.

We will reach out to you through your email with some options for the services we do offer.

If you need further assistance, please contact **************** toll free at?**************.?

Sincerely,??

****************?
Contact Center Operations?Director
Initial Complaint
07/08/2023
Complaint Type:
Product Issues
Status:
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.
Icomplaint against iolo Technologies same company as USTechSupport I tried to extend my license to use their product **************** at ***** a year I was billed in addition for their product Technical Support at ***** a year contract number ******* None of their phone number are connected The contract number ******* does not appear in my account so I cannot cancel it trough their website
Business response
07/19/2023
*************************
256 **********
Flat 56
*******, **********

7/11/23

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 July 8, 2023, you purchased a 1-year license for our iolo System Mechanic Ultimate Defense, including a one-month promotional free trial of our LiveTech service,for a total cost of $19.99 (reflecting the $59.96 discount from the coupon code you applied). Although your confirmation email provided the pre-discount total cost for your purchase, only $19.99 was charged to the provided payment card;we regret any confusion which resulted.

As requested, your services are now cancelled. As an additional gesture of goodwill, a full refund has also been issued for your July 8th purchase. 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 ******************** at iolo.com.????

Sincerely,??

****************??
Contact Center Operations?Director
Initial Complaint
06/22/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I searched on ****** for a good company to fix my computer and it looked like this one got good reviews so I went to their website and it says Free everywhere but then it also says for the full version you have to pay $19.99 for a year which I was happy to do. Now a month later I see another charge on my credit card for $19.95 for Live Tech support which I never new anything about until I go back to the website and WAY at the bottom of the page in a long paragraph of fine print in unclear language it mentions this. I dont know how this can be allowed and legal? This is obviously a way to scam people out of another $20 or more if you dont catch it right away. The guy I chatted with on their website was happy to cancel my subscription but would not refund my first month fee, however now that I check some other review websites I find replies from this company to other complaints like mine in which they offer a full refund! Why the double standard? People shouldnt have to complain to a third party to get a refund. I would like other buyers to be aware of this before they buy from this company rather than afterwards they should make this additional monthly fee clear in normal print at the top of their webpage.
Business response
07/05/2023
*********************************
*********************************************************

Date: 07/05/2023

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 15, 2023, you purchased a 1-year license for our ********* Software at a total cost of $21.61; this purchase included a promotional one-month free trial of our ********* ***************** which would renew monthly at the end of the trial period until cancelled.

On June 15, 2023, your **************** was renewed at the regular monthly price of $19.95.

We regret to learn you were not satisfied with our services. Our records indicate that per your request on June 21, 2023, your LiveTech subscription was cancelled. A full refund of $19.95 for your LiveTech renewal was issued on June 26, 2023, as a courtesy 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.

Your ********* LiveTech 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?Director
Customer response
07/05/2023

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
06/05/2023
Complaint Type:
Product Issues
Status:
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.
On 6/2/2023 I had contacted System Mechanic by phone about a problem with installing a microphone. They said I would have to wait for a technician to call me back (they never called back) and while on phone I was pressured into buying *********. I was told that if I did not like it I could get a complete refund. This app started running non stop on 6/4/2023. I could not use my laptop. I called System Mechanic for help. They said I would be put on list for senior technician to call me back in 30 to 60 minutes, They never called back. I was able to have a friend help me to delete ********* and I was able to use my laptop again. I called System Mechanic to ask for refund. After they got my name, email and phone number to access my account as soon as I told them I wanted a refund they hung up on me. I called them again today 6/5/2023 and they are still refusing to refund my payment of $127.20. I filed a dispute with PayPal. I again called System Mechanic and was told the only way I would get refund is by contacting credit card company and asking them to remove charge which I can not do as charge was not fraud. I made the purchase.
Business response
06/16/2023
*************************
************************** 306
**********, ** 18032

6/16/2023

Complaint: 20140237
**********************

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 June 2, 2023, you purchased a 1-year license for our ********* Software and ********* Identity Protection at a total cost of $127.20. We regret to learn you are dissatisfied with the service. In an effort to fully resolve this matter, a full refund of $127.20 has been issued for your purchase. Please allow 3-5 business days for credits to post.

If you need further assistance, please contact **************** toll free at **************.????

Sincerely,??

****************??
Contact Center Operations?Director
Initial Complaint
06/03/2023
Complaint Type:
Product Issues
Status:
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.
June 32, **** For years I have had great success with Advanced Tech Support, but since it was bought by another company, ***********, and become ********************, I have experienced little tech H3****532303639383630H but sales pressure to buy things I didn't need or want, just to get tech H3****532303639383630H. Twice this has happened to me. When I went to cancel the service the day after this last forced purchase, I spent lots of time being interrogated by the company rep. as to why I wanted to cancel, what other offers did I get and for how much, or if I realized what a great buy I was passing up, etc. So, when I finally said enough, I just want my money back, they tried to refund me 3 times minimal amounts rather than the entire amount of $203.00. I had to forcefully insist that I get the full refund before the agent said she would refund the money, but it would be 7 or 8 days before it would show on my bank account. I have no idea that she actually did refund the full amount. This is the 3rd day I have had to try to get tech H3****532303639383630H, because they told me the wait would be 2 to 4 hours, but again they would make it an Urgent ticket. I waited up till 4:00 a.m. that next morning and still no contact. Then, because I have a life, when they finally did call back, I was not available, so today is my last try to be contacted, within an hour, they say. Finally, I told them I am 90 years old, and my computer is my contact with the outside world, and I had to have it in working mode just so I can live and go about my business, but that didn't help me get the tech H3****532303639383630H I used to get before Advanced Tech became US Tech. I asked for a copy of my years ago contract and US Tech support doesn't have and can't get that contract. This company that bought Advanced Tech may not going to honor the contact I had with them. It is unavailable to US Tech support. Today it is over the hour that they promised me I would be contacted by a technician. It's 3 days of my computer problems unresolved.
Business response
06/16/2023
****************************************
36 W Short St
*********** ** 43085

6/16/2023

Complaint: 20140237
**************

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 June 2, 2023, you purchased a 3-year license for our ********* Software at a total cost of $59.97, and ********* Identity Protection at a total cost of $139.03. Later the same date,your account was cancelled as you requested; a full refund was issued in 2 transactions, for $59.97 and $139.03. Please allow 3 5 business days for credits to post.

If you need further assistance, please contact **************** toll free at **************.????

Sincerely,??

****************??
Contact Center Operations?Director

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