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:07/23/2025

  Type:Product Issues
  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.

  The company debited R1655.00 to my bank credit on 18 July 2025. I did not order anything with them.

  

  Business Response

  Date: 07/31/2025

  Hello *******,

   

  You have been successfully refunded.

   

  Thank you,
  
  ASR -Team

• Initial Complaint

  Date:07/19/2025

  Type:Billing Issues
  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 June 18, we were informed that this company would be going to a new system (GOAT), and that since there was dealt in ********, so "as a Goodwill Gesture: Although four cycles were missed, we are waiving one cycle as a token of our appreciation for your loyalty. You will only be charged for two missed cycles, totaling $89.91.After extreme difficulties trying to contact this company, I lucked out and got into a chat session with an assigned agent: **** *******/Ticket ID: ******, and this is what I said after explaining my situation to him regarding my account:Chat transcript Name: ***** ****** E-mail: ******************** avatarJohn RaymondThu, 17 Jul 2025 04:28:44 UTC avatarJohn Raymond04:31 Your account remains inactive. This is a roll-out email to all current and previous subscribers, informing we have a new payment processor.This doesn't mean you will be charged, only that if you wish to repurchase, we are now under GOAT as our new partner.***** Meyers04:32 Ok, so to verify, my account IS "inactive," and this is meremy an FYI notice. Thanks. Why no response earlier or a few moments ago, then?avatarJohn Raymond04:32 Yes correct.avatarJohn Raymond04:32 Don't be concerned.***** Meyers04:33 "Why no response earlier or a few moments ago, then?"***** Meyers04:35 Also, if this was a "roll-out" email, why the specific amounts? ("3 Missed Billing Cycles: We did not bill your card for 2 quarters. As a result, your current balance includes 3 missed billing cycles.Goodwill Gesture: Although four cycles were missed, we are waiving one cycle as a token of our appreciation for your loyalty. You will only be charged for two missed cycles, totaling $89.91."avatarJohn Raymond04:36 This is for the active and most recent subscribers.avatarJohn Raymond04:36 Rest assured your account with us is already canceled.avatarJohn Raymond04:36 And it will not renew.

  

  Business Response

  Date: 07/31/2025

  Hi *****,

   

  You have been refunded and canceled service. 

   

  Thank you,

   

  ASR - Team

• Initial Complaint

  Date:07/18/2025

  Type:Billing 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.

  In June 2024 I received multiple charges for a service that was canceled and emails and phone calls went unanswered attempting to recover the funds. Finally during a live chat with their support staff the cancellation was confirmed yet no funds were refunded. The funds were recovered after filing fraudulant charges with the bank. **** forward to June ************************************************************************************************* for the funds. I responded to the email attaching the cancellation confirmation yet was charged for the past due amount. I again emailed and phoned but no response. Now the live chat is going unanswered and when I try to log on to try and cancel the service myself it says it is sending me a email to recover my account information but I never receive the email. I will file another claim with the bank but this is becoming a scam.

  

  Business Response

  Date: 07/31/2025

  Hello *******,

   

  Sorry for the misunderstanding. We have successfully refunded and canceled your service,

   

  Thank you,

   

  ASR Team

  Customer Answer

  Date: 07/31/2025

  
  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.
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  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 the25th of May 2023 I purchased Advanced System Repair Pro for 89.4 USD. After a couple of months I decided to cancel my subscription renewal which I did via the website. I then heard nothing ( as expected) until today-16th July 2025- when I received an email Stating that I owed approximately 90 USD and would then be billed approximately 30 USD dollars. I have not had this software or subscription for nearly two years. In the email received today they claimed to have been in 'ongoing communication' with me for 'months'-in fact the email today was the first one received in my spam ( I check my spam folder daily precisely for issues like this) and no previous messages appeared in my account. Checking online it appears to me that the company tries this approach periodically saying 'customers' are in arrears. The company is very difficult to contact as chat lines are frequently down , and the same appears to be true other methods of communication. I have left a message explaining I am no longer a customer but have received no response. A code sent to my email address to access the site did not work. I wish the company to please cease to contact me.

  

  Business Response

  Date: 07/31/2025

  Hello *******,

   

  We located your account and successfully canceled and refunded your order.

   

  Thank You,

  ASR Team

• Initial Complaint

  Date:11/24/2024

  Type:Billing Issues
  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 am making a complaint regarding an account I once had with Advance System Repair (ASR) wherein I requested that my account be cancelled and subsequently was advised via chat with a representative from *** that same was concluded. To conclude, On November 24, 2024, an unauthorized payments of ***** each, totaling US$31.92, was deducted from my credit card. Upon notification of these deductions from my bankers, I contacted ASR on even date advising them I have already canceled my subscription.I have decided to reach out to BBB for assistance in makng sure no other unauthorized payments are made, that my subscription be considered cancelled, and that they remove me from their customer list in the quickest time to avoid further inconvenience due to ASR's inefficiencies.

  

  Business Response

  Date: 02/03/2025

  Sorry for the inconvenience. We have located your account and canceled your subscriptions.

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  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 10/20/24 I purchased what was told to me to be a year subscription to Advanced System Repair Pro ($21.17) & one month later I received an email from **************************** (****'s billing partner) stating that I had a month to month subscription and my payment was due. I am 72 years old, have one home computer and have always had a year to year subscription. I feel I was lied to, deceived and when I attempted to reach customer support at ************** it immediately hangs up on me. I tried their "contact us" and it to was to no avail even though they claim that their #1 goal is customer satisfaction. I feel this company is using deceptive practices to get people to sign up and then when that customer has a problem, they obviously refuse to talk to the customer. I am seeking the year subscription I was told I was getting.

  

  Business Response

  Date: 11/14/2024

  We sincerely apologize for the inconvenience youve experienced. Your feedback is invaluable, and we have escalated your concerns to our senior team to ensure they receive the attention they deserve.
  
  We have addressed the issues with your account and initiated your refund. Thank you for your patience as we work to resolve this matter.

   

  -Best regards,

  ASR Support Team
  

  Customer Answer

  Date: 11/14/2024

   While I sincerely appreciate the refund and accept that token effort, I will be totally satisfied when I receive the years subscription that I was led to believe that I was initially receiving. I am a long time customer, have always purchased the one year subscription and would never opt for a month to month subscription. I am 72 years old, own a simple home computer, seldom use ASRP but like having it to occasionally clean up the computer. That said, it certainly is not worth $21.17 a month ($254.00 a year) so I would never intentionally accept that option and was led to believe that I was accepting the usual one year subscription. So if you can make that happen, I will be completely satisfied. Oh and ***, it would help if you answered your phones at customer support. I tried calling five times and was immediately hung up on after the first ring.

• Initial Complaint

  Date:11/05/2024

  Type:Billing 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.

  I just checked my junk folder, and I found emails under their name using the account ************************************ They claim that I had missed four billing cycles for the months July - October, but will charge me in November.I do not use the service anymore. In fact, I am pretty sure I had contacted them a while back to ensure my account was closed and that my subscription ended. Currently, I am unable to contact them. The phone number on the website does not work, and their live chat is non-existent (their link redirects me to a chat site that I have to sign up for). I thought maybe my old account still existed somehow, so I requested a new password link to my email. The site recognized the email used for my account, but never sent me the link. I find their email to be very odd, because it is formatted more as a scam rather than a legitimate business email. If this was legitimate, they should have billed me automatically monthly. I have attached a photo of the email. This email was sent to me on October 30th at 11:54 AM.Pleases fix this as soon as possible, as I don't want to pay whatever they are claiming I owe. Thanks in advance!

  

  Business Response

  Date: 11/06/2024

  We sincerely apologize for the inconvenience youve experienced. Your feedback is invaluable, and we have escalated your concerns to our senior team to ensure they receive the attention they deserve.
  We have addressed the issues account, and it has been removed from our system. Thank you for your patience as we work to resolve this matter.

  ,Thank You 
  -ASR Support Team

   

  Customer Answer

  Date: 11/07/2024

  
  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. However, if I find another email from this business claiming that I owe them anything monetary, I will file another complaint.
  
  Regards,
  
  ******** ****
  
   
  

• Initial Complaint

  Date:09/13/2024

  Type:Product Issues
  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 signed up for this service in 2022 ( I believe January) for college purposes. Since then they have taken out random amounts from my bank account. Typically, in the $69 range monthly. I tried several times to cancel with no luck then they finally accepted my cancellation in January 2024. They stopped taking money out of the account but only for a while. They picked right back up taking money out of the account without my authorization. I chatted online with a representative ( bc their number is not in operation (AT ALL). No one answers and you cant leave a message. Only live chat. In June we were up to a refund of $248.34. I sent them a screen shot and they agreed to pay it. That was ( I believe) July ****** because the took money out multiple times in June. They turned around AGAIN in August and took another $69. The only left for us to do is totally close the account and start over bc these people WILL NOT STOP AND MAKE THINGS RIGHT! We are now at $317.34 Any help you could give would be greatly appreciated. I plan on going to my bank in ***** to dispute the charges as well. This is the worst company ever. Scam!!!!!

  

  Business Response

  Date: 10/11/2024

  Thank you for bringing this matter to our attention. Ensuring the security of our customers' transactions is our highest priority. We are fully committed to promptly resolving any concerns regarding unauthorized transactions. We have addressed the issues with your account and initiated refunds. Your subscription has been canceled and removed from our system. We apologize for any inconvenience this may have caused. Thank you for your understanding.
  
  Best regards,
  ASR Support Team
  
  

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  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 am making a complaint regarding an account I once had with Advance System Repair (ASR) wherein I requested that my account be cancelled and subsequently was advised via chat with a representative from *** that same was concluded. To conclude, On June 17, 2024, two unauthorized payments of ***** each, totaling US$60, were deducted from my credit card, at 5:02 am 5:32 am respectively. Upon notification of these deductions from my bankers, I contacted ASR on even date advising them of the situation and requesting a refund. To date, I have not received my refund despite numerous communications to ASR via the company's chat service, wherein I am always advised that my request was submitted to the refund/billing ************* this regard; I have decided to reach out to BBB for assistance in retrieving my refunds in the quickest time to avoid further inconvenience due to ASR's inefficiencies.I so advise.

  

  Business Response

  Date: 10/18/2024

  Thank you for bringing this matter to our attention. Ensuring the security of our customers' transactions is our highest priority. We are fully committed to promptly resolving any concerns regarding unauthorized transactions. We have addressed the issues with your account and initiated  refunds. Your subscription has been canceled and removed from our system. We apologize for any inconvenience this may have caused. Thank you for your understanding.
  
  Best regards,
  ASR Support Team
  

  
  

  Customer Answer

  Date: 10/22/2024

  This response was rejected because I am not in receipt of my refund to date.  Kindly submit my refund which is what I have been asking for all this time.  I need my refund please.  Kindly advise when my refund will be credited to my account.  Upon receipt of my refund, I will be satisfied.

  

  Business Response

  Date: 10/29/2024

  We sincerely apologize for the inconvenience youve experienced. Your feedback is invaluable, and we have escalated your concerns to our senior team to ensure they receive the attention they deserve.
  We have addressed the issues with your account and will ensure that your refunds are initiated promptly. Thank you for your patience as we work to resolve this matter.

• Initial Complaint

  Date:07/03/2024

  Type:Billing 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.

  I used their service in April of 2023. They fixed the problem. Evidentially the service was a subscription and they tried to renew it in April of 2024. I don't want a subscription so I tryed to call their customer service but could only leave a message. I got my credit card company to stop the transaction. Never heard back from them. They tried to renew again and same routine, I called and left a message, credit card company blocked transaction. Now when i call the calls will not go through but they continue to try to renew. I want them to quit.

  

  Business Response

  Date: 07/08/2024

  Thank you for bringing this matter to our attention. Ensuring the security of our customers' transactions is our highest priority. We are fully committed to promptly resolving any concerns regarding unauthorized transactions. Your subscription has been canceled, no charges were made, and it has been removed from our system. We apologize for any inconvenience this may have caused.
  
  
  , Thank You 
  -ASR Support Team
  
  

  Customer Answer

  Date: 07/08/2024

  
  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.
  
  Regards,
  
  *******************