Reviews
This profile includes reviews for RealDefense LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 302 Customer Reviews
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Review fromRich Z
Date: 11/09/2024
1 starDon't do business with them, they try to upcharge you every time you try to get your money back. I'm 76 and about all I know about computers is someone knows more than me. That someone was ******* who at the time worked for ******* Support, now a part of Real Defense LLC. After the second yes answer I asked her if she was s******* me with all these programs, answer was no I needed them so kept on answering yes, that was on Sept 18th. When I checked my CC balance on Sept 19th, I felt $1039.18 was a bit much to pay for 4 programs. I tried to cancel, wouldn't let me, but at the time I had access to their records of me and all 4 accounts were marked inactive. When I spoke to ****** ***** I was told the charge back was received and processed. What does that mean, I'm being told that, since this saga started Sept 19th? On November 3rd I received a refund of $257.89 back to my credit card, on November 4th it was taken back out of my account and is back at Pay-Pal with the tag that says November 3rd refund. Like the old magician's trick, now you see it now you don't. Out of these 4 companies and ******* that I dealt with iolo seemed to be the best resolving at my concerns over the whole episode Thanks *****.
RealDefense LLC
Date: 01/04/2025
Dear Rich,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We regret any miscommunication or confusion regarding the purpose and cost of the 4 additional programs you were offered. The four software licenses were cancelled on 9/19 per your request. Chargebacks are payment reversals that ****** issued when you disputed the charges. Two chargebacks totaling $574.83 were accepted creating refunds for those charges. An additional refund has now been issued. Please allow 3 5 business days for the funds to post.
Reviews like yours go a long way in helping us identify areas to improve our services -thank you for sharing your feedback with us. If you need further assistance, please contact **************** toll free at*************.
Sincerely,
****** *.
Contact Center Operations DirectorReview fromNick M
Date: 10/28/2024
1 star******** They will charge you for auto renewal with out your permission doesnt matter if you cancel auto renewal They dont careRealDefense LLC
Date: 01/04/2025
Dear ****,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that you initially purchased iolo System Mechanic Ultimate Defense software license 10/15/22 with auto renewal scheduled for 2023. But on 12/30/22 you took advantage of an email offer for an additional year at just $9.95 a discounted offer which added an additional year to your license for $9.95 which extended your renewal date until 10/16/2024. Information about the terms of any purchase are provided in online offer, shopping cart before any personal information is entered and in the order confirmation email.
When we did not receive a cancellation request prior to the 10/16/24 renewal date the subscription was renewed as scheduled. Your account was cancelled as requested when you contacted us on 10/20. At the time your financial institution had already notified us of a dispute in process. The resulting chargeback was accepted on 10/24 as a refund for the renewal fee.
Your iolo System Mechanic Ultimate Defense Software subscription remains cancelled,and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at*************.
Sincerely,
****** *.
Contact Center Operations DirectorReview fromBill H
Date: 10/06/2024
1 starDo not use this company! It's a total scam! Every thing the other reviewers have posted is true about this company!...I thought I was buying a ONE TIME FEE for cleaning software for my computer. NO where does it state that you are also signing up for a monthly fee of $20! Fraudulent company, and stay away at all costs! If it wasn't for my automatic notices from ******, they would have kept on billing me monthly! I was lucky and caught it the first month they charged me. It's too bad companies like this makes the legitimate ones look bad. DO NOT USE THIS COMPANY!!RealDefense LLC
Date: 12/07/2024
Dear ****,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We regret to learn that you found the promotional offer you purchased unclear in any way. We make every effort to be forthcoming regarding our software and technical support promotions and offers. The majority of the software special offers renew yearly and include a one-month promotional free trial of our *********************************** which renews monthly if not cancelled prior to the renewal date. Information regarding the terms of any offer (including auto renewal) is always provided in the online shopping cart before any personal information is entered as well as in the terms and conditions. These terms are also included in the order confirmation email.
Unfortunately, we have been unable to locate an account in your name with the information provided in your review. If you need further assistance or have not yet contacted us to cancel the ******** *************** please contact **************** toll free at**************.
Sincerely,
****** *.
Contact Center Operations DirectorReview fromCharles P
Date: 09/27/2024
1 starScammers. I would give them 0 stars if I could. As many others take said, they added the Real Defense software to a legitimate System Mechanic subscription. Then they bill $20 per month until you catch them. No refund since they said it was part of the System Mechanic purchase.RealDefense LLC
Date: 12/07/2024
Dear *******,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
As weve stated in previous responses,we try to make the offers and promotions for our iolo System Mechanic software as clear as possible. The offer you purchased included a one-month promotional free trial of our iolo LiveTech 24/7 ************************** which would monthly if not cancelled prior to the renewal date. Information regarding the LiveTech Support was 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 to learn that you found the offer unclear in any way.
Your LiveTech 24/7 Technical Support was cancelled per your request on 9/28. Although the advertised terms of the offer states that monthly and annual subscription fees are not refundable, as an exception to that policy a refund for the last renewal fee was issued at the time of your cancellation.
Your System Mechanic Ultimate Defense license remains active with an annual renewal date of 5/14/2025 unless cancelled before that date. If you need further assistance, please contact **************** toll free at**************.
Sincerely,
****** *.
Contact Center Operations DirectorReview fromMichael M
Date: 09/15/2024
1 starI renewed my subscription of Iolo system mechanic defense (just the software) on August 12th 2024 for $9.95. It was not clear that it included a $19.95 monthly subscription of 24/7 support. Subsequently I was charged $19.95 on September 13th 2024. I called on August 15th 2024 to inquire and get a refund on the account I was charged. Upon talking to the *** he continuously told me about the "great deal" over and over until I had enough. I told him I did not want it and they still tried to continue to push it on me even after 3 attempts of saying I did not want it. They advised me they removed the payment method and cancelled the subscription but there were no refunds. How can there be no refunds to a service I have not attempted to use or cannot use because I already have identity theft and I know how to use a computer to scan and document. I was going to recommend Iolo to people in the future but seeing how deceptive they are about hidden charges and fee's, no access to your account anymore to remove your payment method or change information without calling in, I am done with this company for good. I advise people to stay away from them.RealDefense LLC
Date: 12/07/2024
Dear *******,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We regret to learn that you found the iolo System Mechanic Ultimate Defense renewal offer you purchased unclear in any way. We make every effort to be forthcoming regarding our offers and promotions. The majority of the System Mechanic software discounted offers do include a one-month promotional free trial of our LiveTech 24/7 ************************** which renews 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.
Your LiveTech 24/7 Technical Support was cancelled with you spoke with our customer service team on 9/15. A refund was not offered as the terms of your purchase state that monthly and annual subscription fees are not refundable. As an exception and gesture of goodwill the renewal fee for the LiveTech has been refunded. Please allow 3 -5 days for the funds to post.
Sincerely,
****** *.
Contact Center Operations DirectorReview fromKevin M
Date: 08/14/2024
1 starTwo years ago I cancelled my subscription due to slowing down my computer. On January my pay pal account started showing charges three to four times a month. When I discovered this in August they debited my account 29 times. When I spoke to a rep he told me their refund policy only allows two months to refund. So I'm out $550.00. There is something wrong with their accounting system and they need to be held accountable. So be very careful.RealDefense LLC
Date: 10/25/2024
Dear *****,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that you purchased an iolo System Mechanic Standard 1-year software license for 1 PC in November 2023, another iolo System Mechanic Standard license in December ******************* February 2024. The November and February purchases included a one-month promotional free trial of our LiveTech 24/7 Technical support service, which would renew monthly if not cancelled prior to the renewal date. The December purchase included a one-month promotional free trial of Technical Support with Dark Web Scan, which would also 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 offers unclear in any way or it was not your intention to purchase the multiple licenses.
Since we did not receive a cancellation request until August 2024 the ******** 24/7 services and the Technical Support with Dark Web Scan renewed monthly as scheduled. When you contacted customer service regarding the charges, refunds for two of the monthly renewal fees were issued as an exception to the terms of your purchase which states 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 an additional exception three more of the monthly renewal fees have been refunded. Please allow 3 5 business days for the funds to post. All of your licenses and service subscriptions are cancelled. You will see no additional charges unless you choose to make a purchase in the future.
Sincerely,
****** *.
Contact Center Operations DirectorReview fromChristopher H
Date: 07/26/2024
1 starI have used System Mechanic Pro for several years and, frankly, have no issue with the software per se. While it doesn't really do anything you couldn't do manually, it does gather a number of diagnostic and maintenance tools in one place and that is a convenience.My problem is with their billing and customer no-service. Several months ago, I paid to extend my System Mechanic Pro subscription to the end of 2024. So far, so good. This morning, I found an ADDITIONAL charge of $49.95 had magically appeared on my debit card statement. When I started an online chat with an Iolo rep, she told me that the new charge was to renew System Mechanic (not Pro) that was supposedly ordered a year ago under a different email address. When they apparently couldn't charge that amount to the card on file, they simply added it on to my Pro subscription. I tried to point out that I really don't need two copies of the same software and was met with an elaborate song-and-dance routine about all the "differences" between System Mechanic and System Mechanic Pro, which, in my opinion, are somewhere between imaginary and non-existent. When I asked the representative to refund the $49.95, she told me that "company policy" prohibited any refunds.I really don't care about Iolo's "company policy." MY company policy is to warn other consumers about companies that engage in underhanded billing practices. I would recommend NOT doing business with Iolo Software. It is a shame that a company that makes a fairly decent product feels the need to boost its profits with questionable billing practices.RealDefense LLC
Date: 09/24/2024
Dear Mr. ******************** you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that you initially purchased an iolo System Mechanic Standard 1-year on 6/11/23 which included a one-month free trial of our iolo LiveTech 24/7 ************************** Per the terms of the purchases both the System Mechanic and LiveTech Support would auto renewal (annually or monthly based on the license) unless you contact customer service to cancel before the scheduled renewal date. We make every effort to be forthcoming regarding our promotions and offers. The terms of your purchase are always provided in the shopping cart online before any personal information is entered or the order submitted. This information is also included in your confirmation email. The one- month free trial of LiveTech 24/7 ************************* was cancelled before the renewal date of 7/11/23. Your System Mechanic Standard software remained active.
On 11/4/23, you purchased the iolo System Mechanic Professional 1-year license under a different email address. Your initial Mechanic Standard license also remained active as a separate account/subscription until 6/11/24 when it was scheduled to renew. Because there had been no request to cancel the Standard license, it was automatically renewed on 6/11 as scheduled. The initial attempt to bill for the service was declined. Payment was processed on 7/25/24 after a card update.
Your System Mechanic Standard license was cancelled when you contacted customer service on 7/26/24. Although the terms of your purchase states that Monthly and annual subscription fees are not refundable, a refund was issued for the $49.95 renewal fee as an exception to the advertised policy.
Your System Mechanic Professional license remains active until 11/4/2024 at which time it will automatically renew unless you contact customer service to cancel before that date.
If you need further assistance, please contact **************** toll free at**************.
Sincerely,
****** *.
Contact Center OperationsDirectorReview fromJames B
Date: 07/17/2024
1 starI did not sign up for auto payment. trying to stop them. I signed up for the cleaning software, not their security software, they charged my credit card and my PayPal. I called and told them to stop, and they said they would redeposit the money to my credit card but now I see that this real defense has charged my Paya. I hate using the website to get software because these people use the entry price to get you in and then start adding more software and charging you without you knowing. Now I must stop what I need to do and find a way to get them to stop. Not happy Grrrrrrrrrrrrrrrr!RealDefense LLC
Date: 09/24/2024
Dear Mr. ******************** you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that you initially purchased an iolo System Mechanic Standard 1-year on 6/4/24 which included a one-month free trial of our iolo LiveTech 24/7 ************************** On 6/15 the same offer was purchased again resulting in two active services each with the ******** Support. Per the terms of the purchases both the System Mechanic and LiveTech Support would auto renewal (annually or monthly based on the license) unless you contact customer service to cancel before the scheduled renewal date. The terms of your purchase are always provided in the shopping cart online before any personal information is entered or the order submitted. This information is also included in your confirmation email. We regret if you found the offer unclear in any way.
On 7/4 the first ************************ renewed as scheduled; the second was renewed on 7/15 per the terms of your purchase.
Both of the monthly iolo LiveTech 24/7 ************************** were cancelled on 7/15, per your request. Your iolo System Mechanic Standard 1-year license was extended an additional year due to the duplicate purchase on 6/15, so rather than a renewal date of 6/4/25 your System Mechanic Standard license will automatically renew on 6/4/26 at the regular price unless cancelled before that date.
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 in exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable, a refund for the ************************ renewals has been issued.
You will see no additional charges for the ************************. Your System Mechanic Standard license remains active with a renewal date of 6/7/26.
If you need further assistance, please contact **************** toll free at**************.
Sincerely,
****** *.
Contact Center OperationsDirectorReview fromJim C
Date: 05/18/2024
1 starHORRIBLE customer service. You only get to speak to a call center in the *********** called "USTechSupport" as if you are talking to someone in the **. The only try and upsell and will NOT resolve any issues.RealDefense LLC
Date: 05/21/2024
BBB Customer Review for ********************** by ********************* **************************** from zip/postal code: *****) on 5/18/2024
HORRIBLE customer service.You only get to speak to a call center in the Phillipines called "USTechSupport" as if you are talking to someone in the **. The only try and upsell and will NOT resolve any issues.
Dear ******************,
Thank you for your review. We regret to learn of your dissatisfaction with our service, and truly appreciate your input about both the quality of service provided as well as your customer experience when calling us.
Our records indicate that you contact customer service on 5/17/27 with a request to restore your previous version of our System ***************** Software instead of the 1-year license for a System Mechanic Ultimate Defense Software that you purchased on 4/20/24. Since your previous subscription/license for the System ***************** Software had been cancelled, per your request, 11 months ago (6/8/23) regrettably it could not be restored. According to your request the new System Mechanic Ultimate Defense Software license was cancelled and since it was within the 30-day Money Back Guarantee for new software purchases the charge was refunded. Just to note, the System ***************** and System Mechanic Pro software programs are still available for purchase on the iolo website.
Your software subscriptions/licenses remain inactive. You will see no additional charges unless you choose to place a new order in the future.
We appreciate your feedback, as we strive to provide the highest quality products and service.
If you need further assistance, please contact **************** toll free at*************.
Sincerely,
****************
Contact Center OperationsDirectorReview fromCRAIG R
Date: 04/30/2024
1 starSo... now I'm out the **** download/program from RealDefense LLC and out $79.95 because PayPal has assisted and abated in stealing my money. Consequently, as soon as you folks finish stealing my money, I'll be closing my PayPal account. This is the second time its happened. All under the guise of canceling RealDefense on the same day as the auto payment. YOU END UP WITH NO PROGRAM AND NO MONEY REFUNDED. IS THERE'S A LAW FOR THIS?RealDefense LLC
Date: 05/15/2024
Dear ******************
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that you purchased an iolo System Mechanic Ultimate Defense license on 3/27/23 which included a one-month free trial of our iolo LiveTech 24/7 *************************. Per the terms of the purchase both would auto renewal (annually or monthly based on the license) unless you contact customer service to cancel before the scheduled renewal date. The terms of your purchase are always provided in the shopping cart online before any personal information is entered or the order submitted. This information is also included in your confirmation email. Per your request the monthly iolo LiveTech 24/7 ************************* was cancelled on 8/26/23.
On the morning of 4/9/24, your iolo System Mechanic Ultimate Defense license was renewed. We received your request to cancel that afternoon, and per your request the service was canceled. As the terms of your purchase state that Monthly and annual subscription fees are not refundableno refund was offered. We received notification from PayPal on 4/17/23 that the renewal fee charged on 4/9 had been reversed. The chargeback created a credit in your favor with PayPal. Rather than disputing the chargeback per policy it was accepted and let stand as a refund of the 4/9 charge. We advise that you check with PayPal to confirm.
Your iolo System Mechanic Ultimate Defense remains inactive; nothing further will be billed to you. If you need further assistance, please contact **************** toll free at**************.
Sincerely,
****************
Contact Center OperationsDirector
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