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 fromAlice K
Date: 03/29/2024
1 starThey are scammers. I signed up for System Mechanic for one year and the next thing I knew I was getting charged for a monthly fee that I did not sign up for. I called them and they said it was automatic. That when I signed up for the years subscription I got the monthly service also. I told them I did not want the monthly service. they said they would cancel it. the next month I got the same charge again. I called again and got the same run around. DO NOT DO BUSINESS with these people. They are scammers and can not be trusted.A.K.K.
RealDefense LLC
Date: 04/18/2024
*************************
Email: ***********************
Dear ******************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We make every effort to be forthcoming regarding our promotions and offers for products and services. Our records reflect that you purchased a special offer for iolo System Mechanic Ultimate Defense 1 Year License on 12/28/2023 which included a promotional one-month free trial of our iolo LiveTech 24/7 Technical Support Service. Per the terms of the purchase both would automatically renew (annually or monthly based on the license) unless you contact customer service prior to the renewal date to cancel. The terms of your purchase are always provided in the shopping cart online before any personal information is entered or the order submitted. The information is also included in your confirmation email. We regret if you found the offer unclear in any way.
On 1/28/24 and 2/28/24, your iolo LiveTech 24/7 ************************* was renewed as scheduled. We received your call to cancel the **************** on 3/7/24. As a courtesy a refund was issued for one month renewal fee as an exception to the terms of your purchase (which state that Monthly and annual subscription fees are not refundable). We regret to learn that this cancellation request was incorrectly processed and would like to apologize that the account was not cancelled at this time.
On 3/28/24, your iolo LiveTech 24/7 ************************* was renewed again. On 3/29 per your request the LiveTech 24/7 was cancelled. The 3/28 renewal fee has now been refunded.
The iolo LiveTech 24/7 Technical Support remains inactive, you will see no additional renewal fees for this service. However, your iolo System Mechanic Ultimate Defense remains active with an automatic renewal date of 3/28/25 unless you contact customer service prior to the renewal date to cancel.
We appreciate your feedback about your experience, as we strive to provide only the highest quality products and service. If you need further assistance, please contact **************** toll free at **************.
Sincerely,
****************
Contact Center Operations DirectorReview fromHung H
Date: 03/15/2024
1 starI am a victim of this company (i.e. IOLO.com) sneaky automatic monthly charge of $19.95, for so called "technical support". I called them this morning, requested a refund, but they refunded only the last charge within 30 days.I will now stop using this software IOLO, because, I really don't know what it is doing inside my PC.I believe this is a SCAM operation from *****.RealDefense LLC
Date: 04/01/2024
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 1/15/24 which included a one-month free trial of our iolo LiveTech 24/7 Technical Support Service. Per the terms of the purchase both would auto renewal (annually or monthly based on the license) unless you contact customer service to cancel prior to 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. More specifically the offer you purchased stated: Includes 1 FREE month of LiveTech 24/7 Technical Support. 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 $19.95. On the renewal date, your credit card will be charged for the subscription. If you wish to avoid any of these initial or recurring charges, you may cancel your subscriptions at any time prior to the applicable renewal date by calling us at ***************** (Powered by *************) or via online chat, email or contact form. We regret if you found the offer unclear in any way.
Per the terms of your purchase, the LiveTech 24/7 ************************* was renewed as scheduled 2/15/24, and 3/15/24 since we had not heard from you regarding cancelling the service. On 3/15/24 your LiveTech 24/7 was canceled per your request. As an exception to the terms of your purchase which states that Monthly and annual subscription fees are not refundable a refund was issued at that time for the March renewal fee. Please allow 3 5 days for the funds to post. You will see no additional charges for the LiveTech 24/7 service.
Your iolo System Mechanic Ultimate Defense is still active and will automatically renew 4/4/24 unless you contact us before that date to cancel.
If you need further assistance, please contact **************** toll free at**************.
Sincerely,
****************
Contact Center OperationsDirectorReview fromBen C
Date: 03/14/2024
1 starAdding on to the 20$ monthly charge that they sneak in and do not tell you about. When I asked on the phone about it, i was told that the call was ended and i may hang up. Never use this company they are the scammers they warn you about.RealDefense LLC
Date: 04/01/2024
Dear ****************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We make every effort to be forthcoming regarding our promotions and offers for products and services. Our records reflect that you purchased an iolo System ***************** 1-year license on 12/12/23 for a promotionally discounted price which included a one-month free trial of our iolo LiveTech 24/7 Technical Support Service. Per the terms of the purchase both would auto renewal (annual or monthly based on the license) unless you contact customer service to cancel. 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. More specifically the offer you purchased stated: Includes 1 FREE month of LiveTech 24/7 Technical Support. 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 *************) or via online chat, email or contact form. We regret if you found the offer unclear in any way.
Since we did not receive a request to cancel your LiveTech 24/7 Technical Support, the service was renewed in January, February, and March as scheduled. On 3/14/24 your LiveTech 24/7 was canceled per your request. We regret to learn that the call ended before all your questions could be answered.
As a gesture of goodwill and in exception to the terms of your purchase which states that Monthly and annual subscription fees are not refundable a refund has been issued for the March renewal fee. Please allow 3 5 days for the funds to post. You will see no additional charges for the LiveTech 24/7 service. Your iolo System ***************** license is still active and will automatically renew 12/12/24 unless you contact us before that date to cancel.
If you need further assistance, please contact **************** toll free at**************.
Sincerely,
****************
Contact Center OperationsDirectorReview fromBill Y
Date: 03/08/2024
1 starcleaning product works well for $20. then the following month they charge a sneaky fee of an extra $20. a month for service. to the account. BEWARE of DISHONEST companies. This is the one where loud bells should go off. SCAMMERSRealDefense LLC
Date: 03/18/2024
Dear ******************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We make every effort to be forthcoming regarding our promotions and offers for products and services. Our records reflect that you purchased a special offer for ********* Software 1 Year License on 2/7/24 which included a promotional one-month free trial of our ********* LiveTech 24/7 Technical Support Service. Per the terms of the purchase both would automatically renew (annually or monthly based on the license) unless you contact customer service prior to the renewal date to cancel. The terms of your purchase are always provided in the shopping cart online before any personal information is entered or the order submitted. The information is also included in your confirmation email. We regret if you found the offer unclear in any way.
On 3/7/24, your ********* **************** was renewed as scheduled. Per your request both ********* Software and LiveTech tech support were cancelled on 3/13, so there will be no future automatic renewal of either service.
While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As a courtesy and in exception to the terms of your purchase (which state that Monthly and annual subscription fees are not refundable) a refund for the ********* LiveTech renewal fee was issued when the service was cancelled.
If you need further assistance, please contact **************** toll free at*************.
Sincerely,
****************
Contact Center OperationsDirectorReview fromRay P
Date: 02/29/2024
1 starI agree with most of these negative reviews. Hope fully I have finally cancel any more transitions with this company. I have been billed 4 times this month. May be I am confused about their billing that is sad for a company to intentionally confuse their customers. System mechanic use to be a great product and still is, maybe. But in my option, it is not worth me being taken advantage of. You can appreciate my time to review all you want and explain my account information, like you have in these other reviews. It does not explain why your approach to selling a good system is so confusing and underhanded.RealDefense LLC
Date: 03/11/2024
Dear **************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We make every effort to be forthcoming regarding our promotions and offers for products and services. We regret if you found the offers and billing unclear or confusing in any way.
While you may notice a trend with the reviews or complaints regarding our renewal program,happy customers generally do not leave any kind of reviews regarding their experience. Please keep in mind that the reviews and complaints that the Better Business Bureau receives are a very small portion of our customers. We do make every effort to make the offers as clear as possible.
Your account reflects the following three separate purchases in December. Each a 1- year licenses with automatic annual renewal for: iolo System ***************** (12/11/23), a 2nd iolo System ***************** (12/18/23) and an upgrade to iolo System Mechanic Ultimate defense (12/29/23). The System ***************** licenses were combined with the System Mechanic Ultimate Defense when purchase which extended the renewal date until 2026. But each of these initial purchases included a one-month promotional free trial of our iolo LiveTech 24/7 ************************** which renews monthly if not cancelled prior to the renewal date. The multiple charges you saw were the renewal fees for the LiveTech 24/7 services. On 2/19/24, per your request, the System Mechanic Ultimate Defense and LiveTech 24/7 Technical Support were cancelled.
As a gesture of goodwill refunds have been issued for the 3 extra LiveTech 24/7 support services February renewal fees. Please allow 3 5 business days for the credit 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 OperationsDirectorReview fromRAYMOND H
Date: 01/16/2024
1 starI purchased the upgrades and antivirus updates on an ANNUAL basis for a long time and liked the program. The last time it auto-renewed via PayPal neither PayPal nor IOLO informed me that it was FRAUDULENTLY CHANGED WITHOUT MY EXPLICIT PERMISSION to a MONTHLY "subscription" model, making product use nearly SIX times more expensive on an annual basis than before, This is PREDATORY behavior when sneaked by a visually and medically challenged septuagenarian like me.RealDefense LLC
Date: 02/07/2024
***************************
*************************************
***********, ** 76034
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 1-year license (including automatic annual renewal) on 6/14/22. The purchase also included a promotional one-month free trial of our iolo ******** 24/7 ************************* which would renew monthly at the regular price of $19.95 plus any applicable sales tax. The terms of your purchase (which stated both would auto renewal- annually or monthly based on the license- unless you contact customer service to cancel)are always provided in the shopping cart online before any personal information is entered or the order submitted. The information is also included in your confirmation email. We regret if you found the offer unclear in any way.
Since we did not receive a cancellation request prior to the renewal dates, your ******** 24/7 Technical Support subscription was renewed as scheduled on 7/14/22 and 8/14/22.
On 9/8/22, your ******** 24/7 Technical Support subscription was cancelled per your request. As an exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable, a refund was issued for the August renewal fee.
On 6/14/23, your iolo System Mechanic Ultimate Defense 1-year license was renewed as scheduled.
Our records reflect a purchase of a special discounted offer of a second iolo System Mechanic Ultimate Defense 1-year license including the ********************** ******** 24/7 Technical Support promotional one-month free trial with automatic renewals on 10/16/23.
Again, since no cancellation request was received the ******** 24/7 Technical Support subscription was renewed as scheduled on 11/16/23 and 12/16/23.
On 1/16/24, your ******** 24/7 Technical Support subscription was cancelled per your request. A refund was issued for the December renewal fee as an exception to the terms of your purchase.
At this time, you have two active iolo System Mechanic Ultimate Defense 1-year licenses still active; one to renew 6/14/24 and the other 10/16/24.
Please contact **************** toll free at************** regarding the possibility of combining these two into one subscription.Sincerely,
****************
Contact Center OperationsDirectorReview fromMax W
Date: 12/27/2023
1 starReal old school used car salesmen tactics. Sneaking in other paid products under the radar, when buying something else. Lucky for me, I used a virtual credit card from ***********, so was able to stop their charges by just killing the card.Also super efficient of bumping BBB review score up themselves, to bury any negative ones.RealDefense LLC
Date: 01/31/2024
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 ***************** 1-year license on 11/27/23 for a promotionally discounted price which included a one-month free trial of our iolo ******** 24/7 Technical Support Service. Per the terms of the purchase both would auto renewal (annual or monthly based on the license) unless you contact customer service to cancel. 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. More specifically the offer you purchased stated: Includes 1 FREE month of ******** 24/7 Technical Support. If you do not cancel ******** 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 *************) or via online chat, email or contact form. We regret if you found the offer unclear in any way.
On December 27, 2023,we attempted to renew your ******** 24/7 Technical Support monthly subscription as scheduled but the request for payment was declined by your credit card. We regret to learn of your dissatisfaction with our service, and truly appreciate your feedback.
Your subscriptions have all been inactivated per your request,and nothing further will be billed to you.
If you need further assistance, please contact **************** toll free at**************.
Sincerely,
****************
Contact Center OperationsDirectorReview fromLANE K
Date: 12/12/2023
1 starIolo will scam and upsell their customers, be aware.Purchased an extended coverage but had to call in to confirm. ******* tried to sell me several items, which I said NO to, yet not only did I get charged but found out the I was now setup on a subscription. When asked for a refund they said no. I have notified my credit card company, BBB, and government agencies on the scam - fraud by Iolo.RealDefense LLC
Date: 01/19/2024
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 1-year license on 11/25/22 which included a promotional one-month free trial of our iolo LiveTech 24/7 Technical Support Service. Per the terms of the purchase both would auto renewal (annual or monthly based on the license)unless you contact customer service to cancel. The terms of your purchase are always provided in the shopping cart online before any personal information is entered or the order submitted. The information is also included in your confirmation email. We regret if you found the offer unclear in any way.
On 12/25/22, your iolo LiveTech 24/7 Technical Support was cancelled but the System Mechanic Ultimate Defense subscription remained active and was automatically renewed as scheduled on 11/24/23. Also, on 11/24 an ioloVPN 1 Month 1 User 5 Devices license was purchased which would renew monthly unless cancelled.
When you spoke with our customer service team on 12/13/23 your subscriptions were cancelled per your request. Also, as a goodwill gesture and exception to the terms of your purchase, refunds were issued.
We regret to learn of your dissatisfaction with our service, and truly appreciate your input about your customer experience when calling us. Your subscriptions have all been inactivated,and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at**************.
Sincerely,
****************
Contact Center OperationsDirectorReview fromRonny J
Date: 11/16/2023
1 starBasic ************** I tried to sign up for the basic promotion online and ended up with something that was way more than I bargained for. It took some yelling and screaming and a lot of time to get this matter resolved. Actually, I am not sure yet if it was resolved? Just beware!!!RealDefense LLC
Date: 11/22/2023
Dear ******************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that on 11/16/22 you initially purchased an iolo System ***************** 1 Year License, which included a promotional one-month free trial of our iolo ******** 24/7 Technical Support. The terms of your purchase are always provided in the shopping cart online before any personal information is entered or the order submitted. The information is also included in your confirmation email. We regret if you found the offer unclear in any way.
Per your phone request your initial order was cancelled the same day, and a new order was placed for an iolo System Mechanic Ultimate Defense 1 Year License which will automatically renew at the regular price on 11/16/2024 unless you contact customer service to cancel prior to the scheduled renewal date.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?DirectorReview fromJack S
Date: 10/02/2023
1 starSly way of collecting money more than once. I removed iolo/Real Defense from my autopayments in September of 2022 because of double billing. This year I manually paid them via PayPal, believing that it was safe to do so, and that they would only take the one $14.95 payment for my year subscription. No. Once month later, today, they took an additional $29.95 as an automatic payment from PayPal. I will be cancelling the charge on my credit card and I will probably have to cancel my PayPal account too. Too much automation there.RealDefense LLC
Date: 10/06/2023
Dear *****************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that on 9/2/23 you purchased an iolo System ***************** 1 Year License. Per the coupon code you applied at the time of your purchase, the 1 Year License was extended to 2 years at no additional cost and the price was discounted to $14.95. This purchase also included a promotional one-month free trial of our iolo ******** 24/7 Technical Support. Each of these would renew at their regular price at the end of their respective prepaid and/or trial periods, until cancelled.
The information about the monthly fees for ******** Service is stated in the shopping cart prior to any personal information being entered. The offer you purchased stated: -----If you do not cancel Active Monitoring with ******** 24/7 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 subscriptions. 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 ***************** or via online chat,email or contact form. We regret if you found the offer unclear in any way.
Since we did not receive any cancellation request prior to 10/2, your ******** monthly subscription was renewed as scheduled and the PayPal account on file charged the regular renewal price.
On the afternoon of 10/2, future ******** monthly renewals were cancelled per your request.
Your iolo System ***************** 1 Year License remains active and will renew on 9/19/2025 at the regular annual price unless cancelled before this renewal date.
We appreciate your feedback as we continue to identify areas to improve our services.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?Director
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