Complaints
This profile includes complaints for RealDefense LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 141 total complaints in the last 3 years.
- 47 complaints closed in the last 12 months.
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Initial Complaint
Date:11/23/2022
Type:Status:ResolvedMore info
Complaint statuses
- 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 10/23/22, I signed-up for RealDefense's software for my computer. It was a one-year subscription that was apparently charged at a discount. There was no clear disclosure about being signed-up for a one-month renewal for a bogus LiveTech 24/7 subscription. On 11/23/22, I was charged an unauthorized amount of $19.95, or $21.19 after taxes, for the one-month renewal. When seeking assistance through live chat, the representative refused to refund the fraudulent charge, stating that she had no means of doing so without providing any further information. I am seeking a refund of the $21.19 that was charged to my account. And because of extreme dislike for this type of deceptive business practice, I also wish to cancel the one-year subscription I signed-up and cut all ties immediately with this company.
Business Response
Date: 12/07/2022
Business Response /* (1000, 5, 2022/12/01) */
Hi ******, I will have our customer service department look into refunding this charge for you and sorry for the inconvenience!
Consumer Response /* (2000, 7, 2022/12/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:11/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Purchased a one time computer program for a year, they signed me up for a recurring payment that was not authorized. The one time payment option does not mean you can charge me every month!Business Response
Date: 12/20/2022
Business Response /* (1000, 5, 2022/12/01) */
Dear ****, we apologize for the inconvenience and I will have our support department look into billing adjustment immediately!Initial Complaint
Date:10/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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.
date of transaction 8-31-2022
We asked for refund couple days after that.
They said refund would be coming in 7 to 10 business days. It has been alot longer than 10 business days for sure and we still have not received our refund.
They assigned an employee to work with us and he wanted to go into our computer so we did that and he put system mechanics on our computer but it did not work. In fact our computer went crazy and would not work well either after that. So we cancelled system mechanics a day or two after that well within the required number of days.
We have used system mechanics for many years and liked it but since its redesign it did not work at all well for us.
All we want is our $39.95 refunded to us and it would be nice to get an apology for their lack of professionalism.
Thanks, *******************Business Response
Date: 01/13/2023
Business Response /* (1000, 5, 2022/10/19) */
I have forwarded your case for immediate escalation of your refund. Sorry for the inconvenience.
Consumer Response /* (3000, 7, 2022/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are getting the run around with this business. They said the same thing as stated in our complaint, but we have seen no action. All we want is our refund of $39.95 which they say they are going to refund but they do not.
Business Response /* (4000, 11, 2022/12/22) */
Hello,
Apologize for the delay but I will have your refund completed ASAP!Initial Complaint
Date:10/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 09/22/22 I was charged an automatic renewal fee of $21.19 pos transaction ******
That same day I was charged another $21.19 pos transaction *****.
I called their customer service number and asked why I was charged twice and was unable to get a valid reason.
I asked that my money be returned and the subscription canceled.
The customer service representative proceeded to give me the runaround and in fact, keep telling me he was going to transfer my subscription to another product I did not want.
I had to keep telling this gentleman to just cancel my subscription and return my money.
After what I thought was a reasonable time and nothing had been returned I sent an email to their listed customer service address on 9/23 and 9/28 and again nothing.Business Response
Date: 11/04/2022
Business Response /* (1000, 5, 2022/10/19) */
Mr. ****, I will contact our customer care organization and expedite your refund request. Sorry for the inconvenience!Initial Complaint
Date:09/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 have paid ***** for a year renewal and i never bought anything after that but they have been charging me different amount every single month. These charges are not not approved by me. ***** at 4/11/22 ***** at 5/11/22. $***** at 6/11/22. $21.55 at 7/10/22. $21.55 at 9/18/22 and $21.55 at 8/18/22. there is a total of $124.50 unauthorized charges which I will dispute on my card but it takes long time. this company has done that before and I had reported them to district attorney and ****************************** before and they are doing it again. Their customer service was rude and says these are monthly charges. but the amount are not even the same each month and different time of the month. These are scam charges and I want $124.50 back ASAP.Business Response
Date: 12/22/2022
Hello!
Sorry for the delay. I have sent to our customer care department for immediate refund.Customer Answer
Date: 01/04/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no response. This business is a scam. If they have sent it to customer service then where is my refund? all I want is $124.50 charges that i do not approve. when that money is back to my card or check come to my mail then we are done. ThanksBusiness Response
Date: 01/10/2023
Hi ****,
I will check on this for you. I apologize for the inconvenience but no there is no scam here.Customer Answer
Date: 01/20/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
Please attach the document for refunded money back to my card here please or at least confirm the refund. ThanksBusiness Response
Date: 01/29/2023
Hello, the refund has been processed. Customer should have gotten a confirmation from our customer support department, thank you.Customer Answer
Date: 02/01/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
That is the partial refund. They still owe me $59.85. 3X19.95= $59.85
They have refunded only 3 of charges not all 6. Thank youBusiness Response
Date: 07/25/2023
Hello! Sorry for any delay. I have sent to our call center for a refund asap.
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