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 fromJamison M
Date: 09/30/2023
1 starThey Got me for 70 bucks after they agreed to refund my money I had to get PayPal involved and they denied my claim even though I had saved all correspondence between me and Real Defense LLC. I think it's time for a class action lawsuit.
RealDefense LLC
Date: 10/05/2023
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 9/19/22 you purchased an iolo System ***************** 1 Year License, which included a promotional one-month free trial of our iolo ******** 24/7 Technical Support,each of these would automatically renew at their regular price unless you contact customer service to cancel prior to scheduled renewal. The terms of your purchase were provided in the shopping cart online before any personal information is entered and included in your confirmation email.
Since no request was received to cancel your System Mechanic subscription prior to the renewal date of 9/19/23 the service was renewed as scheduled and billed to the PayPal account on file.
We received your inquiry about the charge on 9/19/23 and per your request your account was cancelled.
On 9/20/23, we received a payment reversal request (a chargeback) from PayPal for the recent renewal payment. The chargeback was accepted thus refunding you for the recent charge.
Your account remains?closed,?and nothing further will be billed to you.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?DirectorReview fromCheryl L
Date: 09/08/2023
1 starI have had to call two weeks in a row to cancel service that I did not authorize. I used this service for one year but didn't want to renew. Last week I was able to get a refund this week they said they don't give refunds. Don't ever deal with these people they get your billing info and never stop trying to get your money for things you don't order.RealDefense LLC
Date: 09/15/2023
Dear ****************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We regret if you found the terms of our services you purchased unclear in any way,and truly appreciate your input.
Our records indicate you purchased three of our services last year (2022): a iolo System Mechanic Ultimate Defense 1-year license for 1 PC on 5/28/22, a System Mechanic 1 Year Whole Home License on 8/31/***************************** LiveTech for 1 PC (monthly renewal) on 9/30/2022. Each included automatic renewal at the end of the respective prepaid periods,unless cancelled prior to the renewal date.
On 10/31/2022, iolo LiveTech for 1 PC was renewed at the regular monthly price as scheduled. Also, on 10/31 this subscription was cancelled per your request and a refund issued.
On 5/28/2023, iolo System Mechanic Ultimate Defense 1-year license was renewed at the regular annual price as scheduled. On 5/30, per your request the subscription was cancelled. A refund was issued at this time 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.
Our records reflect that on 6/28/23 you re-purchased the iolo System Mechanic Ultimate Defense 1-year license for 1 PC at a discounted price per coupon code that was applied. This purchase also included a promotional one-month free trial of our iolo LiveTech 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 iolo LiveTech 24/7 Technical Support was cancelled 7/17 at the end of your free trial and therefore was not renewed.
On 8/8 you purchased ********* Software 1 Year License (a special promotion with an initial one-month trial for $1.00). The purchase also included a promotional one-month free trial of our ********* LiveTech, each of these would renew at their regular price at the end of their respective prepaid and/or trial periods, until cancelled.
On 8/13 your ********* Software 1 Year License was cancelled but the ********* LiveTech Support remained active.
On 8/31, your System Mechanic 1 Year Whole Home License (purchased initially 8/31/22) was renewed as scheduled. Per your request that same day, the subscription was cancelled, and a refund issued again as an exception to the terms of your initial purchase.
The ********* LiveTech Support was renewed as scheduled at the regular monthly renewal cost on 9/8.
Per your request on 9/8 all your remaining subscriptions were cancelled: iolo System Mechanic Ultimate Defense 1-year license and ********* LiveTech Support. A refund was issued at this time.
Since all of your subscriptions have now been inactivated there will be no additional charges unless you choose to order again in the future.
If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,??
****************?
Contact Center Operations?DirectorReview fromMichael S
Date: 08/17/2023
1 starOriginally signed up with ********************* Get Help. This company took over and now long delays to get help. They are outsourcing to other country's. Nothing against the outsourcing but they read from scripts and are not able to help with issues. I was told that a tech would call in 2 to 4 hours. Cant wait for an issue resolution. Cancelled service. They wont refund my money on a prorated basis. In my opinion, Do Not *****************RealDefense LLC
Date: 09/15/2023
Dear **************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
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.
While we do make every effort to ensure our technicians are able to resolve each ticket in a timely fashion,there are times when we do have a higher-than-average turnaround time; we understand how frustrating this can be.
Our records reflect that you cancelled your GetKimsHelp Annual Plan subscription on August 17.
in exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable, a refund 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 7 -10 business days for the credit to post.
Thank you for sharing your feedback.
If you need further assistance,please contact **************** toll free at?**************.?
Sincerely,??
****************?
Contact Center Operations?DirectorReview fromSteve A
Date: 08/16/2023
1 starI have lost total confidence in this company. Over the past 8 to 10 months, I have been asked repeatedly to buy product(s) because it is what I need. I have spent approximately $1500 in products to "improve things because of my long-term customer loyalty." I chose this company to provide me and my family with computer protection. I bought System Mechanic Ultimate Defense software. For years, I was satisfied with the technical response I would receive whenever I had an "issue." Now, I am unsatisfied with the way the company is doing business over the past year. Every time I need help with a computer problem, I am continually asked to buy something in order to improve future computer problems. Of course, without fail, I am always "encouraged" to buy the "best deal" because of my customer loyalty. This has gotten totally out of control. When does the constant "encouraging" (pestering, badgering) stop? I recently called for tech support when my computer was hacked. I was told my problem would be taken care of IF I would only buy a cloud service ($500+) just so I could save all my important files, etc. I asked, "Is this really necessary?" and was told it would be a wise decision on my part so they could continue to work on my hack problem. I reluctantly agreed to this purchase and then was told it was an annual purchase. I don't recall being told that upfront. Then, the tech hit me with another request for money ( approx. $300) so he could then begin to work on my problem. I started feeling very uncomfortable with being "encouraged" to buy things so my problem could be worked on. The tech support rep proceeded to tell me that he would have to escalate my issue to a "level 2" tech and then attempted to transfer me to that person. I decided right then to close my account and get a refund. To date, I've heard nothing from the company. I have supporting documentation, if requested.RealDefense LLC
Date: 09/11/2023
Dear *****,
Thank you for your review. We appreciate the time you have taken to let us know about your experience and your input about both the quality of service provided as well as your customer experience when calling us. While our agents want to make sure you are aware of the different services we offer, we do understand this can be frustrating when you call for technical support. We apologize for any inconvenience this may have caused.
Our records indicate you have purchased several of our services in the last year: ********* Family *************************** on 6/5/23, iolo System Mechanic Ultimate Defense 1-year on 6/12, ********* Software 3 Year License for 1 PC on 6/13, and Online Backup 5000GB Annual on 7/26.
On 8/30/2023, per your request via your BBB complaint the iolo System Mechanic Ultimate Defense 1-year subscription was cancelled, and a refund issued as an exception to our 30-Day satisfaction guarantee.
Your ********* Family ***************************,********* Software 3 Year License and Online Backup ****** Annual subscriptions remain active until 10/5/2023,6/13/2026, and 7/26/2024 respectively at which time the subscriptions will automatically renew unless you contact customer service to cancel.
Thank you again for 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 Operations?DirectorReview fromRobin G
Date: 07/27/2023
1 starPlease not do business with this company. They are very unethical in the way they conduct business.I signed up for a System Mechanic Subscription in June of 2022 and then got charged $19.95 per month for tech support after the first month. I called them immediately after the first month and explained I wanted to cancel the tech support and the software so it would not renew. So 1 year later, this morning I received an email saying the System Mechanic software had been renewed at $49.95. I called their call center which is overseas. They told me it had already renewed this morning so they could cancel it for the next time but they would not refund the subscription. They were very adamant that they would not give me a refund and were very difficult to deal with. After 15 minutes I finally convinced the agent that I would do whatever I could legally to get that money back. She quickly changed her tune and issued a refund. Customers should be treated better than this. They are clearly trying to use fine print and ambiquous advertising to trap people in a never ending cycle of recurring payments.Review fromshelley s
Date: 07/21/2023
1 starI had System Mechanic a few years ago and liked it. I got a new version for my new computer, but it didn't really seem to work as well. After a few weeks, I got an email that I would be charged for customer service. I called to cancel the support, and was told that it was a mistake-I would not be charged. The next day, I was charged $21.15. I called and was told the refund would take 2 weeks. It never came. I have called back and am told that someone from the "escalation" department would call back about it, and there's no other way to get a refund. No call back. I'm not sure what happened to Iolo, but they are no longer a reputable company. Total scam.Review fromCrystal C
Date: 07/13/2023
1 starI've used System Mechanics for years and had always been happy with it, until this year. I renewed my subscription for a yearlong subscription, apparently, along with the purchase came a free trial of customer support services for ***** a month. I didn't know this. Didn't want it, wasn't informed it was included, at least not in a transparent way. May in the small print not sure. Anyway, I went online to log in to my account but there was no way to do so. I was very confused because I have logged in to my account in the past. So, I waited a few weeks and tried again, thinking there must have been a technical issue. However, there still was no way to log into my account. I started a chat with customer support. I was told they were switching systems and that log in would be available. When I asked when, I received no answer. I had also told them that i do not want this extra service of a support team. I was told my subscription would be cancelled. I asked for a refund and was told it wasn't in company protocol to refund. Very frustrating. At the end of the chat, I tried to get the conversation transcript, but the button was grayed out and not available. I was given a number to call and held on hold for about 45 minutes. I decided to hang up. This is an obvious scam as far as i'm concerned. I will not be a customer of this company again.Review fromJohn L
Date: 06/02/2023
1 starI wish that I could leave RealDefense LLC ZERO stars.This company will rob you for a monthly charge that is said to be for live tech support which I did not know when I purchased their crappy software.PLEASE DO NOT BUT!!! STAY AWAY FROM THESE ROBBERS BE AWARE OF THEIR FRAUDULENT CREDIT CARD CHARGERS PER MONTHReview fromIrby H
Date: 05/29/2023
1 starI selected an option what was made out to be a one time purchase for a service of using the service system mechanic service and I somehow selected a year of monthly tech support for $19.95 a month. I don't recall seeing this while purchasing, must have been fine print. I called support to see if I was able to cancel as it was only 1 month. Rep ************* was nasty and tried to upsell me instead. So instead of me paying $239 for the year (*****/**) he said I should buy 3 years of using mechanic service which is the same price and emailed me the details. After reading the fine print, it comes with 1 year free tech support then *****/** tech support for 2 years. So not only would I pay $239 for 3 years of system mechanic, It would then me locked into years tech support for $239 per year for 2 more years for tech support after the first year of free tech support, this was what I wanted to cancel. Seeing how this was the fine print for the 2 years support the rep emailed must be what happened when I thought I originally purchased only system mechanic. Horrible. How can anyone/company morally do this. I would not recommend for anyone, horrible support and horrible hidden freesReview fromDoug L
Date: 05/12/2023
1 star****,Please beware. This company will charge you additional $19.99 per month for Live Tech Support. This additional charge was not mentioned during the low price initial sign up. I got robbed. I will never do business with this company again. I do not recommend this to anybody.
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