ComplaintsforRealDefense LLC

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Initial Complaint
09/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In renewing my System Mechanic with iolo, it offered a **************** offer. I thought it was a one time fee like System Mechanic. I was charged $21.31 on July 14, 2024. Then charged another $21.31 on July 20, just 6 days later. I texted & called to cancel for this deceptive billing. I was told the ****. was cancelled. But no refund. Then I just noticed another charge for $21.27 on August 14, all on my ****** acct. I liked ********************** and System Mechanic, until now. Will not recommend it to friends until I can get a refund for the Aug. 14 & July 20 double billing. AND hope the finally cancel the acct.
Business response
09/24/2024
******* ********
**************************************************************

Date: 9/23/24

Complaint ID: ********
E-mail: ***************************

Dear Mr. ********************** 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 on July 14, 2024, you placed an order for a special promotional offer of a 1-year license for GetMyDrivers Software for 1 PC at a cost of $21.31. This offer included a one-month free trial of ***************************** which would automatically renew monthly at a cost of $19.99 plus any applicable sales tax if not cancelled prior to the renewal date.

On July *******, a second order was placed, this time for iolo System Mechanic Ultimate Defense 1-year at special price of $19.95 (plus tax) for a total of $21.31 with an annual auto renewal at the regular price of $79.95 if not cancelled prior to the renewal date. Information about the monthly and annual auto renewals were included in the order confirmation emails sent for each order. We regret if you found the terms of either offer unclear in any way.

On August *******, your monthly ***************************** renewed as scheduled for $21.27. On August 16th, we received your call regarding the billing. The ***************************** was cancelled per your request. The $21.27 was not refunded at that time as the terms of your purchase state: 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 goodwill gesture and an exception to our advertised policy a refund of $21.27 for the ******** service renewal fee has been refunded. Please allow 3 5 business days for the funds to post.

Your GetMyDrivers Software and iolo System Mechanic Ultimate Defense licenses remain active and renew on July 14, 2025, and July 20, 2025, respectively unless you contact customer service to cancel before the renewal dates.

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

Sincerely,

****** *.
Contact Center Operations Director
Customer response
10/10/2024

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
09/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 05/05/2024 I was investigating a computer software product online called myCleanPC.I wasn't really sure if it was a product I wanted. The website asks for some basic information and the price was supposed to be a one time charge of $19.99 for a year's subscription. However, I didn't see the fine print that stated they would also charge $19.95 per months for "Live Technical Support". I decided not to use their product, so I NEVER INSTALLED IT, and I NEVER USED ANY "LIVE TECHNICAL SUPPORT". I didn't notice the charges until today, but they were actually charging me "$21.55" per month!The way this company markets there "Live Technical Support" is VERY SNEEKY, only reporting the details about the extra charges in their find print!!!When I discovered they had been charging me "$21.55" per month for the past three months I immediately called them and cancelled my "Live Technical Support", and demanded a FULL REFUND for the past three months! I NEVER SIGNED UP FOR THAT, AND NEVER USED THEIR SOFTWARE OR "LIVE TECHNICAL SUPPLORT!!Instead of the company refunding me the full three months, they simply refunded me for one month and gave me some BULL S*** EXCUSES AS TO WHY THEY COULDN'T REFUND ME FOR ALL THREE MONTHS.I FEEL BECAUSE OF THEIR SNEEKY TACKTICS, THEY STILL OWE ME FOR THE OTHER TWO MONTHS SINCE I DIDN'T USE THEIR SERVICE EITHER. SO THAT WOULD BE $64.65 - $21.44 = $42.10 THAT THEY STILL OWE ME!!Regards *****
Business response
09/24/2024
***** *******
***************************************************

Date: 9/24/24

Complaint ***********
E-mail: **************************************

Dear Mr. ********************* 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 MyCleanPC Software. The terms of your purchase and automatic renewals are always provided in your shopping cart online before any personal information is entered or the order submitted. The information is also included in your order confirmation email. We regret if you found the offer unclear in any way.

Our records reflect that you purchased a MyCleanPC Software 1 Year License for 1 PC on May 5, 2024, for a promotional price of $19.99 (plus $1.40sales tax). This purchase included a 30-day free trial of our MyCleanPC LiveTech 24/7 Technical Support, which would auto-renew at the regular monthly price of $19.95 plus tax at the end of the trial period unless you contact customer service before the renewal date to cancel.

Since we did not receive a cancellation request (nor any other contact regarding your subscriptions since purchased date) the ************************** was renewed as scheduled each month until September 5, 2024, for $21.55 ($19.95 plus sales tax).
Also on September 5th, your subscriptions were cancelled per your request. As an exception to the terms of your purchase which state: Monthly and annual subscription fees are not refundable. The charge of $21.55 billed that day was refunded.
While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As a goodwill gesture and an exception to our advertised policy, additional refunds totaling $43.10 for the **************** renewal fees has been refunded. Please allow 3 5 business days for the funds to post.

Your subscriptions remain inactive. Nothing further will be billed.

Sincerely,

****** *.
Contact Center Operations Director
Customer response
10/03/2024

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
09/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
they did an auto renewal without notifying me. I went to thier website chat service and complained today, which my renewal was due, and told them I didn't want to renew and cancel my subscription and issue refund. was told they couldn't issue a refund.
Business response
09/13/2024
***** ******
******************* Loop
*********************

Date: 9/12/24

Complaint ***********
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 annually unless you contact customer service to cancel before the scheduled 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.

Our records reflect that you purchased a 1-year license for the System Mechanic Standard software on August 30,2022. On September 28, 2022, you also purchased a special promotional offer of a 1-year license for our ********************** System Mechanic Ultimate Defense for $19.95. Since the Ultimate Defense includes all the capabilities of the Standard software your System Mechanic Standard was cancelled and the license for the Ultimate Defense was extended from one to two years with a renewal date of August 30, 2024, per the terms of your purchase.

On August 30, 2024, your System Mechanic Ultimate Defense license was renewed as scheduled for the regular price of $79.95. Also, on August 30th we received your Live Chat request to cancel any future auto renewals, per your request the subscription was cancelled.

While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. In exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable a refund of $79.95 has been issued. Please allow 3 5 business days for the funds to post. Your account remains inactive. Nothing further will be billed.

Sincerely,

****** *.
Contact Center Operations Director

Customer response
10/01/2024

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
08/21/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I WAS CHARGED $19.99 FOR LIVE TECH WHICH I AM UNAWARE AS TO WHY I WAS BILLED. CUSTOMER SERVICE NEVER ADVISED ME OF THIS MONTHLY CHARGE BUT RATHER INDICATED MyCleanPC Software WAS THE ONLY ANNUAL CHARGE OF $19.99 THAT I WOULD BE BILLED FOR. I NEVER AGREED TO HAVE LIVE TECH.
Business response
08/30/2024
****** ******
***********************************************************************************

Date: 8/29/2024

Complaint ID: ********
E-mail: **************************************

Dear Mr. ******************** 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 *******, you purchased a 1-year license for MyCleanPC Software at a promotionally discounted total cost of $19.95(plus $1.42 Sales Tax) which would auto-renew annually at the regular price plus any applicable sales tax. The offer included a promotional one-month free trial of our ************************************************ which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel prior to the renewal date(s).

We make every effort to be forthcoming regarding our promotions and offers for our MyCleanPC Software. The majority of the offers include a one-month promotional free trial of our MyCleanPC LiveTech24/7, 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. We regret if you found the offer unclear in any way.

On August 15, 2024, per the terms of your purchase, the ************************************************ auto renewed as scheduled for a total of $19.95. Also on August 15th, per your request, your software subscriptions were cancelled. As a goodwill gesture and an exception to the terms of your purchase which states monthly and annual subscription renewal fees are not refundable a refund of $19.95 was issued when the subscription was canceled.

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

Sincerely,??

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

Customer response
09/25/2024

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
07/24/2024
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 March 15, 2022 I ordered a trial subscription of iolo software for $9.95. I tried the software on my computer for a few days and found that it created a number of problems with the Windows operating system. I subsequently uninstalled the software and forgot about it. I just recently discovered by chance, however, in looking at some old credit card statements, that iolo charged me $79.95 in March 2023 and $79.95 again in March 2024 for renewals. I certainly never knowingly "opted in" to automatically renew the software since I was only trying it out and found it didn't work on my computer. iolo must have buried an automatic renewal in its fine print or with a "pre-checked" check box somewhere. I never saw it. After finding out about these charges I contacted the company and told them to cancel any "subscription" that was still active. They supposedly did it, but refused to issue a refund. After trying out the software and removing it from my computer, I obviously have not used it in the past two years. So, in essence, I'm paying for nothing. I'm sure they can verify on their end that I haven't used the software in the past two years. Further, in searching online I've come across quite a few other people who were "scammed" in a similar way with iolo software, e.g. check some of the reddit threads. I'm requesting a refund for $159.90 for the two renewals for software that I never requested. I've attached a copy of my original email statement for $9.95 from iolo. Note that nowhere on it does it mention automatic renewals.
Business response
08/02/2024
***************************
9144 Plantation Cir
*******************-6224

Date: 8/2/2024

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 March 15,2022, you purchased a 1-year license ********************** System Mechanic Ultimate Defense for a special promotionally discounted price of $9.95 which would auto-renew annually at the regular price of $79.95 unless you contact customer service to cancel prior to the renewal date.

We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic Ultimate Defense Software. 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 provided in a confirmation email.

Since we received no cancellation request, the annual license was renewed per the terms of your purchase on March 15, 2023, and again on March 15, 2024.

When you contacted us on May 24, 2024,your System Mechanic Ultimate Defense was canceled per your request. The terms & conditions of your purchase state that monthly and annual subscription renewal fees are not refundable therefore no refunds were issued. 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 an exception to these terms, a refund of $79.95 for the most recent renewal, March 15, 2024, has been issued. We ask that you allow 3-5 business days for the funds to post.

Your System Mechanic Ultimate Defense license remains inactive. You will see no additional charges.

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

Sincerely,??

****************?
Contact Center Operations?Director
Initial Complaint
07/05/2024
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.
6/3/24 ongoing.can't remove my credit cards from being stored on their site.
Business response
07/10/2024
***********************
CA 92878

Date: 7/10/2024
Complaint:21941481
E-mail: ********************

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

Thank you for contacting us through the Better Business Bureau. 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 iolo System Mechanic Professional 1-year license on July ******. During your purchase you indicated you asked not to auto renew the following year. We turned off the auto renewal for your purchase.

In order to process your request to delete your information please follow the instructions below:
Please go to: iolo.com/company/legal/privacy/
Once there scroll down to Section E: CCPA Rights Disclosure
Approximately midway down this section you will find a clickable link:
To make a CCPA request, please contact us here.
Once you click on this link you will find the following:
Data Request Form
Request that we do not share or sell your data
Delete all my personal data
Get a copy of my personal data
Unsubscribe from marketing communications

Thank you for your understanding in this matter.

Sincerely,??

****************?
Contact Center Operations?Director
Customer response
07/11/2024

Complaint: 21941481

I am rejecting this response because: I still see my CC information in my account. NOT only that, but the subscription also that I was told on more than one occasion would not renew as renewal was cancelled, renewed today and I was charged an additional $69!!! I will be disputing that charge as the online chat person stated I was unable to cancel the subscription which was NOT and confirmed to not renew.

Sincerely,

***********************
Business response
07/24/2024

***********************
CA 92878
Date: 7/23/2024

Complaint: 21941481
E-mail: ********************

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

Thank you for the opportunity to respond.

Our records indicate that when you made your initial purchase on July 3, 2024, of an iolo System Mechanic Professional 1-year license it included a one-month free trial of our iolo LiveTech 24/7 Technical Support. When you stated you did not need the LiveTech Technical Support it was cancelled but the System Mechanic Professional license was also inactivated at that time.

A request was submitted to your System Mechanic Professional license which was completed on July 10th resulting in the additional charge. This has now been cancelled and per your account, the charge is being refunded via a payment reversal from your financial institution.

Regarding the removal of your information, because of the recent transaction on July 11th and your stated dispute of the charge your payment information would not be removed until the dispute and pending payment reversal is completed. More specific information regarding when you can expect your request to be completed after you have submitted it can be found via the link mentioned in our previous response (Section E: CCPA Rights Disclosure found on https: iolo.com/company/legal/privacy/)

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?Director
Customer response
08/05/2024

Complaint: 21941481

I am rejecting this response because: I only want my subscription which was paid for on July 3rd to remain active. I also submitted a request as you stated in your CCPA paragraph asking my credit card information ONLY to be deleted, not my other information needed to maintain my current subscription.

Sincerely,

***********************
Business response
08/20/2024
***********************
CA 92878
Date: 7/23/2024

Complaint: 21941481
E-mail: ********************

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

Unfortunately, at this point we are unable to reactivate your July 3rd purchase, since it was already reactivated, then cancelled and flagged with a payment reversal/chargeback. The charge of $20.98 for the July purchase has been refunded. Please allow 3 -5 business days for the funds to post. You are welcome to reorder a System Mechanic Professional 1-year license via our website.

Sincerely,

****************
************** Operations Director
Initial Complaint
06/07/2024
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.
Our debit card was charged nearly $30 - a recurring charge - for a company of which we had never heard. This occurred on 6.6.2024.We needed to get a new debit card with a new number. Every place we use that card will be impacted: medical providers shops pharmacies auto service centers and so on.Please stop these people from trying to defraud innocent citizens. Thank goodness that our ************ has Fraud Protection!
Business response
06/17/2024
*************************
419 W *****************
*******************

Date: 6/14/24

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

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

Unfortunately, we are unable to locate a USTS or iolo software purchase or account in your name with the information you provided. The screenshot you included with this complaint shows a transaction from www.fsupportnow.com. We are not associated with this website, or services they provide. We recommend that you reach out to the company directly and/or your bank to dispute any unauthorized charges.

Thank you for your understanding in this matter.
Sincerely,??

****************?
Contact Center Operations?Director
Initial Complaint
05/23/2024
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.
Billing Issues.May-22-2024 Real Defense has been charging me.charged my Paypal again 2 times on May12 exactly $29.99 and on May 18 exactly $*****.And monthly charged: ***** from Dec/2023-to April/2024.
Business response
05/29/2024
*****************
****************.
******************

Date: 5/24/2024

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 May 12,2023, you purchased a 1-year license ********************** Professional for One (1)PC cost of $29.95 which would auto-renew annually at the regular price plus any applicable sales tax. unless you contact customer service to cancel prior to the renewal date(s).

We make every effort to be forthcoming regarding our promotions and offers for our MyCleanPC Software. 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 December *******, you took advantage of a special discounted offer for another 1-year license ********************** PRO Software for 3 PCs for just $19.99 with annual renewal,The offer included a promotional one-month free trial of our SUPERAntiSpyware LiveTech ************************* which would auto-renew monthly at the regular price of $19.95 unless you contact customer service to cancel prior to the renewal date(s). Again, this information was provided at the time of purchase and in your order confirmation email. We regret if you found the offers unclear in any way.

Since we receive no request to cancel,your SUPERAntiSpyware ************************ renewed monthly as scheduled for $19.95, until per the terms of your purchase until May 18th. Also on May 12, 2024, the 1-year license ********************** Professional for One (1) PC that was purchased May 12, 2023,was auto renewed for $29.95.

When you contacted us on May 22, 2024,all of your services were cancelled. The terms & conditions of your purchase state that monthly and annual subscription renewal fees are not refundable therefore no refunds were issued. 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 an exception to these terms, refunds of $19.95 and $29.95 for the May charges have been issued. We ask that you allow 3-5 business days for the funds to post.

Your SUPERAntiSpyware ************************ and SUPERAntiSpyware PRO Software remain inactive. You will see no additional charges.

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

Sincerely,??

****************?
Contact Center Operations?Director
Initial Complaint
05/17/2024
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.
I recently became a subscriber, again, of System Mechanic. Little did I know that this company bundles a tech support service with its System Mechanic product until I received a charge of $19.95 on my PayPal account.I thought the charge was fraud quite frankly until I researched further. Apparently, this is a huge issue with other subscribers as well. It appears that iolo is engaging in some rather unscrupulous and deceptive business practices. When I engaged with customer service recently, I was flat out refused a refund. The agent states that I was made aware of the then-forthcoming $19.95 charge in advance. Curious, as I'm rather attentive about these things, I checked my Paypal account. Lo' and behold: there was no notice.The last four notifications according to my Gmail account:April 4: ********************** Support: "Your Order: iolo System ***************** 1-year, iolo LiveTech 24/7 Technical Support" (Note: this is NOT a notice. There's not even a separate charge for the **** tech support or any mention of it.)April 4: iolo Support: "Activate your software now - #*******"April 4: ******************* "Receipt for Your Payment to RealDefense LLC"April 4: ******************* "You paid $14.98 USD to RealDefense LLC"April 28: "Notice: System Mechanic Performance Report"May 4 (today) ******************* "Receipt for Your Payment to RealDefense LLC" (The tech support charge of $19.95)Nope. No notice anywhere.So much for doing any further business with this place, despite buying how many System Mechanic products over the years. This is all it takes, folks.
Business response
05/20/2024
*********************************
11236 Golf Round Dr
*******************************

Date: 5/20/2024
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 indicate that on April 4,2024, you purchased, a 1-year license for ********************** System ***************** Software at a promotionally discounted total cost of $14.98 which will auto-renew annually at the regular price of $49.95 plus any applicable sales tax. The offer included a promotional one-month free trial of our iolo LiveTech24/7 ************************* which would auto-renew monthly at the regular price of $19.95 (plus applicable tax) unless you contact customer service to cancel prior to the renewal date(s).

We make every effort to be forthcoming regarding our promotions and offers for our System ***************** Software. Information regarding the terms of the offer (including auto renewal and future charges) is provided in the online shopping cart prior to any personal information being entered. More specially the offer you purchased stated: System ***************** 1-year/Includes 1 FREE month of LiveTech 24/7 Technical Support ($19.95/mo thereafter). Your System ***************** will automatically renew yearly at the annual price of $49.95.If you do not cancel LiveTech 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 USTechSupport)or via online chat, email or contact form. The purchase details are also included in the body of your order confirmation email (not the subject line). We regret if you found the offer unclear in any way.

On May 4, 2024, per the terms of your purchase, your iolo LiveTech24/7 Technical Support auto renewed as scheduled for a total of $19.95.

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 an exception to the terms of your purchase which states monthly and annual subscription renewal fees are not refundable a refund of $19.95 has been issued. We ask that you allow 3-5 business days for the funds to post.

Your iolo LiveTech24/7 ************************* has been cancelled. The iolo System ***************** 1-year software remains active and will auto renew April 4, 2025, if you do not contact customer service to cancel prior to that renewal date.

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

Sincerely,??

****************?
Contact Center Operations?Director
Initial Complaint
05/16/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 4/6/2024 I purchased a software program My Clean PC to clean my computer for $19.99 that would auto renew yearly. on 5/6/24 I was charged a $19.95 fee. When I called to inquire I was told it was for tech support and was a monthly charge. I was told the following below info. They claim that notice is given when you purchase it that it is bundled but it is hidden. I have never heard of a company not being able to refund someone claiming they don't have access to do the refund. This company has deceptive business practices and a number of complaints on the BBB and online. I want my money back and them to stop the deceptive practices.The website claims a 30 day money back guarantee but they say can't refund me it is a scam I am really sorry but I cannot initiate the refund of your last charge as it was an auto renewal of the older subscription that you had. According to our company rules and policies we do not have access to initiate the refund on the auto renewals of the subscription. I wish, if I could have helped you with that, but I am abide by the company protocols.
Business response
05/20/2024
*********************
*******************
**************

Date:5/20/2024
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 indicate that on April 6,2024, you purchased, a 1-year license for MyCleanPC Software at a promotionally discounted total cost of $21.41(including $1.42 Sales Tax) which would auto-renew annually at the regular price plus any applicable sales tax. The offer included a promotional one-month free trial of our MyCleanPC LiveTech24/7 ************************* which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel prior to the renewal date(s).

We make every effort to be forthcoming regarding our promotions and offers for our MyCleanPC Software. The majority of the offers include a one-month promotional free trial of our MyCleanPC LiveTech24/7, 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. We regret if you found the offer unclear in any way.

On May 6,2024, per the terms of your purchase, the MyCleanPC LiveTech24/7 ************************* auto renewed as scheduled for a total of $19.95. On May 8th, per your request, your software subscriptions were cancelled.
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 an exception to the terms of your purchase which states monthly and annual subscription renewal fees are not refundable a refund of $19.95 has been issued. We ask that you allow 3-5 business days for the funds to post.

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

Sincerely,??

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

Customer response
06/03/2024

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,

*********************

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