Complaints

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.

• Initial Complaint

  Date:09/14/2025

  Type:Product Issues
  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.

  This business preys on the elderly! My *********************************************** very poor health bot mentally and physically. They contacted him and sold him 2 year "email protection" for $2,310 and then called back a month later and convinced him to purchase a ***** firewall for 3 years at an additional cost of $3,300. My father asked me for money to pay his bill which is how I was alerted after the second charge. I phoned Trust Haven immediately and told them he is not of sound mind (he didn't even understand what he purchased) and that he is elderly, likely doesn't even have 2 years of life left due to his health, and all he uses his computer for is to send emails. His computer is very old and for the price he paid he could have purchased a new one with plenty of web protection. After escalation I was assured they would provide a partial refund of $3,800. We never received the payment so we called back again a week later and were told it was in process and would arrive in a week or so. He then received an email a few days later stating that his contract won't allow any sort of refund. I called back and was told the supervisor can't connect me to billing -- they're only internal but that he tried his best and was denied. For someone living off social security it's devastating -- this company is as crooked as they come.

  

  Business Response

  Date: 10/08/2025

  The person Miss. ****** is not the customer who is taking service with us, I do understand that she raised the complaint on behalf of her father.

  Mr. **** (father of Miss ******) is taking services from our company since 2020. Initially, he only took service and other software's for 1year to see if they really works. In 2021, he renews for another years and later he find that on 3year package he is saving a lot as compare to annual package so he himself choose to renew for 3years.

  In Five years of service his daughter never contacted us to know about services her father is getting from us, also customer(Mr. ****) himself never mentioned anything about his health conditions yet we have good relationship as its being 5 years we are providing him service. Even now as well her father is still taking service from our company.

  Last service date: Oct 6, 2025

  Refund request rejected because it was a software that is already activated on his computer & network which cannot be re-used again. Also the same is mentioned on the invoice under Terms & Conditions "All the payments made for repair and service can only be partially refunded within 30 days. Payments made against any software purchases cannot be refunded once software is installed on the customer's device. Products once sold cannot be returned. Exchange only in 3 days from Invoice Date."

  Customer Answer

  Date: 10/10/2025

  My father was on the phone with the ***resentative when we called and authorized them to speak with me.  As I explained previously, my father was hospitalized in 2024 for 3 months and is now living in an assisted living facility with daily care.  ************ contact him to upsell him for services he does not need, on a computer that is very old and barely in working condition. He is now completely locked out of his email so the computer is practically worthless.  He suffers significant cognitive decline which would be OBVIOUS to anyone speaking with him over the phone. Yet your sales *** called, spoke with him, executed a sales order for 3 years of a service he did not need, then called back shortly thereafter to upsell him for 2 years on another level of service he did not need.  Clearly he was an easy target.  If that is not preying on the elderly I don't know what is. I would encourage the BBB to contact my father themselves and have a conversation.  His number is ************.  Your sales *** was well aware what he was doing, and when I spoke to management, your manager had empathy and agreed to a partial refund. Twice.  Then someone on the backend in billing who is not willing to have a conversation with us overrode the refund.  I would assume you have recordings of the sales calls...please confirm.  At this point I'm ready to subpoena them.  It is an outrage and your company should be ashamed of themselves.  $5,000 is a lot of money to anyone, especially someone trying to scrape together enough to pay for assisted living with only social security.  For that he could have purchased a working computer with malware included.  SHAME ON YOU!

  

  Business Response

  Date: 10/14/2025

  Understanding the situation here, And even we do not want to extend this more we can settle this at $1000.00 refund as customer is on assisted living. 

  Further, customer is taking service regularly he never mentioned about problem with email else we would have helped him to recover the same as passwords are usually saved on browser or reset the password using the linked phone number.

  Service still remain continues even after refund. Keeping his medical condition in mind we will make sure not to renew him for anything.

  Customer Answer

  Date: 10/30/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  Please have them apply the credit back to his original payment method or mail a check to his current assisted living facility:  

  Cogir of Belmont

  Atttn:  **** ********

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

  *****************
  
  Regards,
  
  ****** ********