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Complaint Details
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Initial Complaint
06/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 6/9/2021 I paid Iolo Support $240.00 for a 12 month extension for repair or maintenance of 3 computers. I have been a customer since 2017 and paid a annual fee for professional service. Order # ******. The company was to provide professional service issues that may develop on any one of my 3 computers. After the prior service checkup I noticed that they had left there sign in ADMISISTRAOR ON MY COMPUTER and I felt that they may be able to log into my computer at any time. On May 27, 2022 I contacted Iolo and requested that they have a tech remove the Administrator sign in from my HP laptop since when I attempted to log in it gave me a choice, Adminastar or my log in name.. Iolo assigned a tech by the name of ******************* who appeared to me as a tech that he was probably a new be since I had to restart my laptop at least 3 times while he attempted to remove the Administrator issue from the computer. This was a very simple job for him to complete in a timely manner HOWEVER Iolo had to ISSUE 3 separate repair tickets for this simple issue, Ticket numbers ***************************** and the final result was he destroyed my computer, fried it and now the company is trying to make excuses as to why my laptop that was running very well and no other issues except the Administrator issue which the tech destroyed and is liable for.and they refuse my request to reimburse me for the replacement HP laptop, cost of laptop $265.61 with tax and $50.00 for a local tech to set it up for me brining the total to $315.61 The refuse to call me back, I left messages and was informed that they would call back in a hour, but they never did. I am 87 years old, a Korean disabled vet and I needed my laptop to do the legal work that I do for income, I took the destroyed laptop to a highly rated computer repair shop here in Medina ohio who stated that the computer is shot, fried and that the techs statement that it will work is a lie. IOLO is doing NOTHING .
Business response
06/14/2022
Business Response /* (1000, 5, 2022/06/14) */ Hello, We apologize t********** for any inconvenience. The head of the department, **************, has attempted to reach out via phone to assist the customer. We have left a voicemail. Consumer Response /* (2000, 12, 2022/07/14) */ Consumer called and stated his complaint has been resolved by the business.Initial Complaint
05/20/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 5/19/22 I attemped to cancel future recurring payments for ***************. I received a response of : I would like to confirm that your subscription to ************************ 2022 will not be automatically renewed. I do not have ************************ 2022. When I purchased *************** nothing in ordering stated that it would automaticaly renewed. However, my bank statement is reflecting recurring payment.Business response
06/10/2022
Consumer Response /* (2000, 9, 2022/06/09) */ i Received email from **** on 4/15/22 at 8:59 pm stating that they will no longer deduct money from my account. I will keep emails on file in case that deductions are made in the future.Initial Complaint
05/19/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
My acct is under an old address: *********************. I called 2/18/22. I spoke to a man to the Philippines. I requested to cancel my acct, cancel automatic renewal and refund $16.06 charged on 1/24/22. Repeatedly he tried to talk me out of the refund. NO refund was ever issued. I assume he did not cancel my acct or cancel the automatic renewal either.Business response
06/23/2022
Business Response /* (1000, 5, 2022/05/20) */ Hello **********, I will look into this for you immediately and make sure the charge is refunded and no recurring charges will occur. Sorry for the inconvenience! Consumer Response /* (2000, 7, 2022/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
05/15/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
May 9th of 2022, I contacted **** support regarding an upgrade I had just purchased. The upgrade of the product was not working properly. I allowed a service technician named ****** access to my computer. To correct the issue. He spent over an hour looking through my personal files and programs. After he correct the issue. He without my consent installed a product called My Clean ID. Then he proceeded to scan my computer and expose my logins and passwords. I have no way of knowing if he copied them. Then he proceeded to pressure me into purchasing the product. After having all that information exposed and not know if he screen shoot the information. I felt I had no choice but to purchase the product. After about six hours I realized how much the technician pressured me. So, I contacted The company and explained everything. I was told on May 10th 2022. I would receive an email for the refund of the product. This never happened, instead I received 3 phone calls from the technician. Each time requesting access to my computer, for which I refused. This can be construed as intimidation for requesting a refund. I contacted them again and told them what he had been doing. They put me on a no call list and gave me a ticket number. I contacted them again and was told that the issue was being escalated. They then told me I would receive an email by Friday on the status of my refund. Again this did not happen. I also told them that I wanted the upgrade refunded. Because when I purchased the upgrade it came with a 30 money back guarantee. Then they inform me that the product key cannot be down graded only upgraded. Then I was informed I would have to buy a new license 6 months before the one I purchased expires. In order to get a refund on the upgrade. what I want is the software I was basically forced into buying refunded. I would also like a new license key for the original software I purchased and the 30 day money back guarantee honored.Business response
06/10/2022
Business Response /* (1000, 5, 2022/05/24) */ Mr. ****, We take reports like this vey seriously. I have escalated your *** compaint to Support management to further review and follow up on. Sincerely, *******Initial Complaint
05/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought their software system mechanic , i didn't like it , it came with a 30 day money back policy , I told them I wanted my money back , they just wanted to change the subject , simple as that, the software was poor and the customer service as even more so , I'm just at a point that this is the only remedy i can see rectifying this situation and maybe a bad mark will get them to change their business practices.Business response
06/01/2022
Business Response /* (1000, 5, 2022/05/12) */ Sorry for the experience you had with our support team. I will have them refund your purchase ASAP.Initial Complaint
05/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order for "System Mechanic" around April 2nd. I noticed that they added on a 19.95/mo charge for "technical support" I emailed them right away as you can see from the first screenshot asking them to make sure the auto-renew was off on both items. You can see they confirmed that it was. You can see by the 2nd screenshot that it was NOT. If it was even remotely possible to handle this on their website I would have but they make it near impossible to do anything on their sites pertaining to charges. Order #******* (the order number given to me upon purchase) I wish for the 19.95 that was charged to me to be refunded AND to have auto-renew turned OFF for ANY products AND to remove my credit card from all their recordsBusiness response
06/01/2022
Business Response /* (1000, 5, 2022/05/12) */ I will have customer service refund the charge and remove the subscription. Sorry for any inconvenience.Initial Complaint
04/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
NO ACTION BY Real Defense Holdings LLC ON REQUEST FOR REFUND 21 April 2022 - Thursday - Purchased MYCLEAN PC ($19.99) & MYCLEAN ID ($299.00). Agent was ****. (Purchase information below) 22 April 2022 - Friday - I contacted Real Defense Holdings support to cancel and get refund. Option not available except by Chat. Spent 30 minutes with Agent ******** asking for cancel of products and refund as I could not get them to work as advertised. I asked a dozen times for refund and was continually put off saying all I needed was technical support. 25 April 2022 Monday - sent email to officially request cancellation and refund. (Below) 26 April Tuesday - No response on refund. 27 April Wednesday - Still no response Made telephone call to Tech Support, Real Defense Holdings. Over 90 minutes I was dropped twice after I gave my name & phone number. On the 3rd try I connected with ********. I explained everything. He said he understood perfectly. Unfortunately, he could not take action on cancellation that was done by the Accounts section. He assured me that he would contact them immediately. He said that the Accounting Staff would call me or email me by the end of the day. I verified with him my correct phone and email. 28 April - Thursday - After a week of trying, starting within 24 hours of purchase, I have still not heard from Real Defense Holdings about my refund. As a senior citizen and Vietnam Veteran, I feel embarrassed and that I am being taken advantage of by these people. Can you please help. Thank you.Business response
06/23/2022
Business Response /* (1000, 5, 2022/05/12) */ Sorry for the delay. We will look into your refund right away!Initial Complaint
04/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was charged $19.95 for a tech support product I never authorized. Call **** and was given the runaround. I simply want a refund and to never have any other business conducted with this company.Business response
05/27/2022
Business Response /* (1000, 8, 2022/05/10) */ Im unclear of what occurred here even after reviewing the agents ticket but this is something that would have been easily refunded. The issue at the moment is that it appears the customer disputed the charges as they are makred as chargebacks so a resolution is through the customers financial institution.Initial Complaint
04/10/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have used the system mechanic product for several years. It is a computer suite with file cleanup, privacy, password, and anti-virus utilities. I purchased the product to 11/2031 based on system maintenance and password vault performance. However, I have not been able to use the system shield anti-virus product despite several attempt to engage customer support to correct this issue. I have had to pay for a separate anti-virus. I finally took 3 solid vacation days to try to address this issue. The system shield anti-virus would not load on startup on two separate systems, a legacy xenon Windows 10 desktop or a new windows 11 laptop. When I tried to manually start the system shield anti-virus, it indicated that it would not run due to an existing legacy anti-virus. Having run an IT business, I ensured that prior anti-virus were not installed. I had uninstalled them via the control panel. I had uninstalled them with the manufacturer clean tools. I had uninstalled via a 3rd party clean tool. I had manually scrubbed the registry, elevating my privileges to administrator and even system access as required. Windows security flagged there was no antivirus protection in that state. I contacted tech support and their tech support agent followed similar steps on a test profile. After an entire day (unusual investment), they suggested the only thing left to do was reinstall the operating system from scratch. Given the laptop was new, that was impractical. What needed to happen was for them to disable this competitor check. Looking online I see this is a recurring error, with the solution typically that other customers simply buy another product. If I wasn't an engineer that prefers to solve issues, hadn't paid until 11/2031 in 11 purchases, and liked the password manager, I would have punted as well.Business response
06/23/2022
Business Response /* (1000, 7, 2022/05/09) */ In reading of the customers issue via their customer support ticket, they were having a problem with the antivirus software and ended up replacing that with something else and wanted a refund. The conflict is that the customer had purchased several years of renewal service in advance which added time to their subscription and the refund request is outside the 30-day refund period at the time of each purchase. It does appear that the customer has disputed at least two of the purchases with their financial institution for November and December 2021 and in our ticket system I do see the chargeback requests. It was up to their financial institution to honor the customers request given the time frame. Because of the length of time of the purchases, we cannot refund any of the orders.Initial Complaint
04/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I canceled auto renewal when I got the software, they changed billing services, they automatically billed me for service that my account clearly show auto renewal was disabled. Then you have zero access to the zendesk new billing system to even view anything. I had no Billing infor saved in my account, but they billed me anyway, by using the same account info when I purchased the software last year. I want ALL MY INFO PURGED FROM THEIR SYSTEMS, I HAVE THAT RIGHT.Business response
06/23/2022
Business Response /* (1000, 8, 2022/05/09) */ An agent had asisted the customer per ticket ****** in our system. In looking at the customers order in our system it shows that on 4/14/2022 a chargeback was received and posted so it appears that the customer had disputed the charge with their financial institution so there is nothing for us to refund.
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Customer Complaints Summary
151 total complaints in the last 3 years.
51 complaints closed in the last 12 months.