We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Computer Software

Total AV Antivirus

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 714 total complaints in the last 3 years.
  • 232 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/18/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    3/11/2025. billed by total Av for ****** for a trial plan that i never requested or approved. I have tried numerous times to contact thru the website and phone to no avail. did not make contact on line. Phone help was difficult to ask for a refund due to language difference and complicated instructions. my customer id is *********, cannot locate the order number ****** was billed and paid $****** 3/112025. the case with ****** is pp-r-jue-*********. i will continue to try to make contact . thank you

    Business Response

    Date: 03/19/2025

    Hi ********, 

    Thank you for reaching out. 

    I can confirm that your account has been fully cancelled and no further payments will be taken.

    The amount of $158.00 has been refunded. The refund should appear in your ****** account within the next ***** hours, however, this can take up to 5 working days.

    Kind regards,
    TotalAV, ************* team 

  • Initial Complaint

    Date:03/18/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I enter a complaint earlier on total ad blocker I had the name wrong it should have been total A V everything else in complaint is correct just had name wrong sorry for giving wrong name but couldn't get the ad to come up but it did just now have copies of ad not sure how to send

    Business Response

    Date: 03/19/2025

    Hi *****, 

    Thank you for reaching out.

    Unfortunately, we are unable to find an account with the details you provided. Could you please share the following information to help us locate your account?

    - Email address used to sign up with us
    - Name on the card used to make payment
    - Last four digits of debit/credit card used to make payment 
    - Date of charge, currency and charge amount
    - First line of payment card address or zip code
    - ****** Email Address if you paid via ******

    Kind regards, 
    TotalAV, ************* team 

  • Initial Complaint

    Date:03/16/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    *********************** Customer ID #******** ************ are crooks. I cancelled the software YEARS ago. But every other day they try to withdraw money from a checking account. I just want them to stop doing that. I'll make another complaint in a few weeks with the totals. Thanks

    Business Response

    Date: 03/17/2025

    Hi *****, 

    Thank you for reaching out. 

    I can confirm that your TotalAV account has been fully cancelled and no further payments will be taken.

    Kind regards, 
    TotalAV, ************* team 

    Customer Answer

    Date: 03/17/2025

     
    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.

    As long as they stop trying to take my money. I've done this a couple times already, to no avail.

    Sincerely,

    ***** ****

  • Initial Complaint

    Date:03/14/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received the attached documents for charges purchasing Totalav products and was charged for them. I never purchased the product or any of the "add on" products. I just suddenly recieved a bill for $138.00. I have since noticed I am not the first ****** to have this happen.

    Business Response

    Date: 03/17/2025

    Hi *******, 

    Thank you for reaching out. 

    I can confirm we have reached out directly, please check your spam and junk folder for this email. 

    Kind regards, 
    TotalAV, ************* team 

  • Initial Complaint

    Date:03/13/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Jan. 30, 2025 I was charged for another year of service. Please see photo that I never used this service. I couldnt talk to a person-only a chat. It took forever to get them to respond. I never saw the charges on my credit card until the end of February. I called on March 12th to try to get a refund but through the chat, I was told no. They kept offering me discounted rates but I kept saying no. Im not even allowed to cancel the service until next December. I think they realize people get busy and forget again in order to perpetuate this scam.

    Business Response

    Date: 03/17/2025

    Hi ******, 

    Thank you for reaching out. 

    I can confirm the auto renewal has been disabled and no further payments will be taken. Your protection will end on 2026-01-30. 

    We are unable to process a refund as your request falls outside of our 30 day money back guarantee period. 

    To be eligible for a full refund, you have to cancel within 30 days if you are on a 12-month plan and within 14 days if you are on a monthly plan. Refunds for additional services require cancellation within 14 days from payment.

    If you require any further assistance, please do not hesitate to reach out. 

    Kind regards, 
    TotalAV, ************* team 

    Customer Answer

    Date: 03/18/2025

     
    Complaint: 23061532

    I am rejecting this response because:
    I want it pro rated and refunded. I have never even used it. I never finished installing it.
    Sincerely,

    ****** *****

    Business Response

    Date: 03/25/2025

    Hi ******, 

    Thank you for reaching out.

    As mentioned in our previous response, we are unable to process a refund due to our money-back guarantee policy.

    Additionally, I can see that the application is installed on an iOS device and was last actively used on March 15, 2025.

    Kind regards, 
    TotalAV, ************* team 

     

    Customer Answer

    Date: 04/01/2025

     
    Complaint: 23061532

    I am rejecting this response because:
      I can not believe a business can act this way and stay in business.  I give up.
    Sincerely,

    ****** *****

  • Initial Complaint

    Date:03/09/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On March 2, 2024, I purchased Total AV at an introductory price of $49; my account was set up for auto-renewal which I am not fond of. However, there was no way to cancel the auto-renewal. So, mid Janurary 2025, I started checking for renewal options and prices which stated that it was $99 to $149. It did not give any information other than that. So, I started trying to cancel my subscription. I was met with a message that they wanted to send me a verification code through email to verify my account. I clicked the button to send code several times on different days to no avail. I never received an email or a verification code; I also checked my spam / junk mail folder every time. There was an option for if that wasn't the correct email so I clicked on that to see what else I might be able to do. They wanted to verify my credit card number. I thought that was a strange request for a cancellation. Needless to say, I didn't comply. I would never have done that anyway. However, that particular card had been compromised so I no longer had it. At that time, I contacted my credit card company and explained the situation. I was told I could put a stop payment on my account. I proceeded with a stop payment. However, it ended up being too late to stop it. They ended up charging me $179 which I want refunded. I went back into my account. Now it gives me the option to cancel, but I would still have the service until March 2, 2026 or I can renew at that time at a lower price, $53 and some odd cents. I want my money refunded immediately. This company is shady and a complete scam. All other anti-virus companies that I have ever dealt with have not made me auto-renew and have never charged anything near $179 for a renewal even for multiple years and multiple devices. Please help me with resolving this issue. In fact, I would never willingly pay $99, $149 and especially not $179 for an antivirus program of any kind. I did not pay them! They stole from me.

    Business Response

    Date: 03/11/2025

    Hi ******, 

    Thank you for reaching out. 

    We have reached out to you directly via email, please check your spam and junk folder for this email if this has not been received. 

    Kind regards, 
    TotalAV, ************* team 

    Customer Answer

    Date: 03/18/2025

     
    Complaint: 23042108

    I am rejecting this response because:  Total AV contacted me and said that they had cancelled my antivirus program and refunded my money. They did cancel; however, there has been no refund to my credit card account. In a second email, they also told me that due to the dispute that I had initiated with my credit card company, that refund attempts would not go through. However, I talked to my credit card company today, March 18, 2025. They advised me to leave the dispute on my account. They also told me that companies are now trying to deal with customers on their own and telling them that refunds cannot be made when a charge is disputed. My credit card company told me that this IS NOT TRUE, that a refund can be made. Therefore, I am leaving the dispute on my credit card account.

    Sincerely,

    ****** *****

    Business Response

    Date: 03/27/2025

    Hi ******,

    Thank you for reaching out.

    We appreciate you sharing the details. Please know that this is being investigated internally, and we will be in touch once the issue has been reviewed.

    Kind regards,
    TotalAV ************* Team

  • Initial Complaint

    Date:03/07/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was charged $100.00 last month and was able to get it cancelled, now again they are charging me but this time they are charging me $198.00 and they will not answer phone calls. This is a scam, I do not want this and I am unable to contact them. I have called this number repeatedly and it's busy all the time. The 1st number ************* gives you this number *************, this number is always busy. Please I do not want any charges from TotalAV.

    Business Response

    Date: 03/10/2025

    Hi *******, 

    Thank you for reaching out.

    After reviewing your account, I can confirm that your additional services were recently renewed, which resulted in the additional charge.

    These services have now been fully canceled, and a refund of $198.00 has been processed. The amount should appear in your account within 48 hours, though it may take up to 7 working days, depending on your bank.

    If you have any further questions, please dont hesitate to contact us.

    Kind regards,
    TotalAV Customer Experience Team

  • Initial Complaint

    Date:03/04/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I never purchased or authorized this charge. I don't even have a computer. The company makes it absolutely impossible to request a refund or contact them directly to figure out what is going on.

    Business Response

    Date: 03/17/2025

    Hi *****, 

    Thank you for reaching out. 

    I can confirm your subscription has been cancelled and a refund of $119.00 was processed on 2025-03-06. 

    If you require any further assistance, please do not hesitate to reach out. 

    Kind regards,
    TotalAV, ************* team 

  • Initial Complaint

    Date:03/03/2025

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Last year I signed up for a $29 anti-virus subscription. Today, I was charged $119 on my ****** account. I did not authorize this amount and was never advised this was a recurring payment greater than $29. I want an immediate refund and cancellation of the Scanguard service.I attempted to contact the company via the website and was referred to an associate. I sat waiting for a response that never came. This business is a bait and switch scam and California should not be allowing this company to operate. I am filing consumer complaints with the Minnesota and California consumer protection departments of the *************************.

    Business Response

    Date: 03/05/2025

    Hi ****, 

    Thank you for reaching out. 

    I can confirm that your account has been fully cancelled and no further payments will be taken.

    The amount of $119.00 has been refunded. The refund should appear in your ****** account within the next ***** hours, however, this can take up to 5 working days.

    You can also manage your billing preferences within your ****** account. 

    Kind regards, 
    TotalAV, ************* team 

    Customer Answer

    Date: 03/05/2025

     
    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

    Date:02/28/2025

    Type:Order Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was charged $49 dollars on February 3 by **************************** for a service I never agreed to. I am 88 years old and I do not have the ability to jump through the hoops the company says I need to do in order to remedy this situation. Could you please help me? I see that this company has a lot of complaints brought against it. Thank you.

    Business Response

    Date: 03/03/2025

    Hi ******, 

    Thank you for reaching out. 

    I can confirm that your TotalAV account has been fully cancelled and no further payments will be taken.

    The refund of $49.00 is currently underway. Typically, it should reflect in your account within 48 hours. However, please be mindful that, depending on your bank, it might take up to 7 working days.

    If you require any further assistance, please do not hesitate to reach out. 

    Kind regards, 
    TotalAV, Customer Experience Team. 

    Customer Answer

    Date: 03/03/2025

     
    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,

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

Total AV Antivirus is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.