ComplaintsforRealDefense LLC

• Initial Complaint

  06/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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,
  
  *********************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 11, 2024 I received an email from SuperAntiSpyware to inform me my subscription was up for renewal and my credit card would be charged $21.27. Instead, my card was charged $42.60.I contacted SuperAntiSpyware on 10May2024 when I noticed the charge on my card to request a refund of the overage. They refused.I uploaded a copy of the email and a snapshot of my credit card bill

  

  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 May 4, 2023, you purchased SUPERAntiSpyware ********* (1) Year Renewal software and a SUPERAntiSpyware **************** License for One (1) PC for $39.95 each.
  On March 11, 2024,this initial SUPERAntiSpyware ********* (1) Year was renewed at no cost, the SUPERAntiSpyware **************** License for One (1) PC was renewed for $39.95 (plus $2.65 NJ Sales Tax). 
  We apologize for any confusion that email may have caused.  We have not yet determined the source of the discrepancy in the cost noted in the email since any automatic software renewal would be at the same price of the original purchase or if the initial purchase was a promotionally discounted offer the renewal would be billed at the regular price of the service.   There was a recent limited promotion advertising an initial discounted price for 1 year for a new customers purchase (not renewal) of $19.95 plus any applicable taxes (which with a 6.63%tax rate would equal $21.27). 
  As requested, your services was cancelled on May 10, 2024.  As a gesture of goodwill and in exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable a refund of $42.60 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 3 5 business days for the credit to post.
  
  Your iolo SUPERAntiSpyware ********* 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

  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,
  
  *****************************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been using this product for several years, within the last month the antivirus software will not update. I have reached out via phone and chat. I received instructions and implemented them without resolve. I continue to uninstall then reinstall the product as directed but it does not fix the issue. After complaining to them I am no longer able to login to my account. The product has been removed and I am seeking a refund

  

  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 March 11, 2022, you purchased, a 1-year license for our ********************** System Mechanic Ultimate Defense at a promotionally discounted total cost of $49.95 which would auto-renew annually scheduled for March 11, 2023, unless you contact customer service to cancel prior to the renewal date.
  
  On December 21, 2022, you purchased, a 1-year Whole Home license for our ********************** System Mechanic Ultimate Defense at a promotionally discounted total cost of $31.98 with annual auto-renewal scheduled for December 21, 2023.  Since this was an overlap with the March purchase the auto-renewal date was changed to March 24. 2024.
  
  On March 25, 2023, another purchase of a 1-year license for ********************** System Mechanic Ultimate Defense was placed for a total cost of $49.95.  Since the service was already in place until March of 2024 (one year) the order was cancelled and a refund of $49.95 issued that day.
  
  On January 2, 2024, you purchased, another 1-year Whole Home License for our ********************** System Mechanic Ultimate Defense at a discounted total cost of $31.98 which would auto-renew annually scheduled for December 21, 2023.   As this created another overlap in licenses the original December purchase of the whole home license was extended until March 25, 2025.
  
  We regret to learn that you encounter issues when attempting to update the software that could not be resolved satisfactorily.  Your System Mechanic Ultimate Defense license was cancelled.  As a goodwill gesture and in exception to the terms of our advertised 30-day Money Back guarantee on software purchases, a refund of $31.98 has been issued.  Please allow 3 5 business days for the credit to post.
  
  Please contact **************** toll free at?************** if you have additional questions.? 
  
  Sincerely,?? 
  ****************? 
  Contact Center Operations?Director
  
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 24, 2024 I placed a phone call to my computer security company and Real Defense answered the call, Id never heard of them they said my internet security company was no longer in business, which was not true, but at the time I did not realize that, they talked me into getting their software but did not tell me I would be paying in US dollars which is expensive as I am in ******. They couldn't install the software on my laptop as it was windows 7 yet in the phone call they sald they could, I called the next day to cancel my subscription and have chatted or spoken to four people since , The only response I get is that They will escalate my dispute but nothing is happening, I think they are scammers and should be stopped , they run under the iolo.com umbrella .

  

  Business response

  04/18/2024

  *****************************
  **********************
  **********, AB T1K 6V1 ******
  
  Date: 4/17/2024
  
  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 24, 2024,you purchased a 3-year license for our ********************** System Mechanic Ultimate Defense software and iolo 24/7 ************************ for 1 year for a total of $266.69 USD (including $12.70 AB Sales Tax).  We apologize if it was unclear in any way that the price quoted was USDs not Canadian funds.
  
  On April 5, 2024, both the System Mechanic Ultimate Defense software and iolo 24/7 ************************ were inactivated per your request.   Refunds totaling $266.69 were issued.  We ask that you allow at least 3-5 business days for the funds to be posted.
  
  Please be advised that Real Defense purchased and now provides customer services for several software companies offering online security and technical support.  We regret any confusion this might have caused when you initially contacted us.  Also, that you were incorrectly informed at first that the software was compatible with the Windows 7 operating system.
  
  We appreciate your feedback as we strive to provide the highest quality service. If you need further assistance, please contact **************** toll free at **************. 
  
  Sincerely,   
  
  ****************  
  Contact Center Operations Director

  Customer response

  05/07/2024

   
  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

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I'm being charged monthly for a subscription that should only be annually. Also, I has called and spoke to customer service one month ago (in March) and also emailed them, to have my monthly subscription cancelled. I was told it was cancelled. I rmoved the application from my desktop computer. I see this morning on my bank account, I was charged ***** again on April 8. This is without my permission and a theft from the company. The harassment to have to spend too much time to contact the company to have this illegal charging stopped is time consuming. They have a limited staff as an LLC company that rips off unsuspecting customers and flat out lie to customers, telling me it's a monthly charge and not an annual charge. I have taken a screenshot from their website and it shows a false advertising of $***** annually and not monthly. I want a written guarantee that there will be no more theft from me for services I am not using, and a full refund.

  

  Business response

  04/17/2024

  ***********************
  ***********
  ********************
  
  Date: 4/17/2024
  
  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 September 7, 2023, you purchased a 1-year license for our ********************** PRO Software for 3 PCs for a total cost of $21.19 (including $1.20 MD Sales tax) with automatic annual renewal. This purchase also included a promotional one-month free trial of SUPERAntiSpyware ************************ which would auto-renew monthly at the regular price of $19.95 (plus any applicable tax) unless you contact customer service to cancel.  Information regarding the terms & conditions of the purchase, including the automatic annual and monthly renewal, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email.  More specifically the order summary for the service your purchased states: Your SUPERAntiSpyware PRO Software will automatically renew yearly at the annual price of $19.99. If you do not cancel SUPERAntiSpyware LiveTech 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.RealDefense may offer other products and services when you call us.  We regret if you found the offer unclear in any way.
  
  Since we did not receive a cancellation request prior to the scheduled renewal dates,the SUPERAntiSpyware ************************ renewed monthly as scheduled for a cost of $19.95 until April 7, 2024.
  
  On April 9, 2024, per your request both your SUPERAntiSpyware PRO Software and SUPERAntiSpyware ************************ were inactivated. As an exception to the terms of your purchase which states that Monthly and annual subscription fees are not refundable, a refund of $19.95 for the April renewal fee was 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, the $19.95 LiveTech Support renewal fee for March has also been refunded.  Please allow 3 5 business days for the funds to post.
  
  Rest assured both your SUPERAntiSpyware PRO Software and SUPERAntiSpyware ************************ subscription remain inactive.  You will see no additional charges for either.
  
  If you need further assistance, please contact **************** toll free at **************. 
  
  Sincerely,   
  
  ****************  
  Contact Center Operations Director

  Customer response

  05/14/2024

   
  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

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Dec. 27, 2023, I spent $31.98 to purchase software "iolo System Mechanic Ultimate Defense 1-year". The receipt clearly state it is for the software 1-year. Never mention it include $19.95 monthly technical support fee. I even call the company customer support at that time. The representitive also did not mention $19.95 monthly technical support charge. On Feb. 27, 2024, iolo began charge my credit card $19.95. When I called the iolo, the representitive told me the software bundle waive first month technical support charge, then began to charge monthly afterward. I told them I never heard about the technical support charge when I purchased it, even their advertisement. They refused to refund me $19.95 charged on Feb. 27, 2024. My iolo account is my email address *********************** Would you please help me to refund me $19.95?

  

  Business response

  04/17/2024

  ***********
  ************,********
  
  Date:4/17/2024
  
  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.
  
  We also regret the delay in responding to your complaint filed with the Better Business Bureau on March 25, 2024, as we only received this complaint on April 15, 2024.
  
  Our records indicate that on December 27, 2023, you purchased a 1-year license for our ********************** System Mechanic Ultimate Defense for a total cost of $31.98 with automatic annual renewal. This purchase also included a promotional one-month free trial of our iolo ************************* with Dark Web Scan which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel.  Information regarding the terms & conditions of the purchase,including the automatic annual and monthly renewal, is provided in the online shopping cart prior to any personal information being entered as well as in your order confirmation email.  More specifically the order summary for the service your purchased states: Your System Mechanic Ultimate Defense will automatically renew yearly at the annual price of $63.94. If you do not cancel the ************************* with Dark Web Scan 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. RealDefense may offer other products and services when you call us.  We regret if you found the offer unclear in any way.
  
  Since we did not receive a cancellation request prior to the scheduled renewal dates, the ************************* with Dark Web Scan renewed as scheduled for a cost of $19.95 on January 27, 2024, and February 27, 2024.
  
  On March 23, 2024, per your request, your ************************* with Dark Web Scan was cancelled.  Per the terms of your purchase no refund was issued.
  
  As a gesture of goodwill, a refund of $19.95 for the February renewal fee has been issued 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 ************************* with Dark Web Scan subscription remains inactive.  You will see no additional monthly renewal charges of $19.95 for this service. 
  
  Your iolo System Mechanic Ultimate Defense is still active until December 27, 2024, at which time it will renew at the regular price of $79.95 (plus any applicable sales tax) unless you contact customer service to cancel prior to the renewal date.
  
  If you need further assistance, please contact **************** toll free at **************. 
  
  Sincerely,   
  
  ****************  
  Contact Center Operations Director

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I last renewed my Iolo subscription over a year ago apparently there was a clause that had auto renewal plus an additional $19.95/month charge for a computer protection plan that I didn't want. When reviewing my monthly credit card statement I saw the $19.95 charge and thought it was a simple annual renewal and didn't recognize it was repeating monthly until today when I looked back over past statements. I contacted Iolo today and was told ****** would be no adjustment made. I believe this is a very deceptive business practice.

  

  Business response

  06/13/2024

  ***************************
  **************
  **************************
  
  Date: 6/10/2024
  
  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 November 25, 2023, you purchased a special promotionally discounted offer for a 1-year license of ********************** System Mechanic Ultimate Defense at a cost of $9.95 (plus $0.60 Mi Sales Tax) which would auto-renew annually at the regular price of $79.95, plus any applicable sales tax, unless you contact customer service to cancel prior to the renewal date(s). The offer included a promotional one-month free trial of our LiveTech 24/7 ************************* 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).  We make every effort to be forthcoming regarding our promotions and offers for our software and services. Information regarding the terms of the offer were provided at the time of purchase in the online shopping cart prior to any personal information being entered and in your order confirmation email.  We regret if you found the offers unclear in any way.
  
  Since we received no request to cancel, your LiveTech 24/7 ************************* renewed monthly as scheduled for $19.95, per the terms of your purchase, until March 25, 2024. 
  
  When you contacted us on March 31, 2024, your LiveTech 24/7 ************************* was cancelled 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 at that time.  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 $19.95 for the LiveTech Support March renewal fee has been issued.  We ask that you allow 3-5 business days for the funds to post.
  
  Your iolo System Mechanic Ultimate Defense 1-year license remains active and is scheduled for renewal April 14, 2025. 
  
  Please contact **************** toll free at?************** if you have additional questions.? 
  
  Sincerely,?? 
  
  ****************? 
  Contact Center Operations?Director

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩