Complaints
Customer Complaints Summary
- 36 total complaints in the last 3 years.
- 12 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/27/2024
Type: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.
************** has two different sites dealing with Computer Security software.I made no purchase and Asrsupport debited my account for ******. I have been told they are going to refund ****** . They then debited my account $60.00 right after I got off the phone with them. I am working on it right now ! These people have stolen from me, I killed my debit card, notified my bank and filed a complaint with them too.The ***, ******************* and the *** and FEDERAL GOVERNMENT for fraud and Internet theft.
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 TeamInitial Complaint
Date:04/18/2024
Type: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 purchased software from ARRP and canceled it in 2020 and in January 22 2023 my checking account had had a transaction of $83.84 deducted from my account and again a week later for the same amount and they reimbursed me but it's happened again and it's been 3 weeks and I'm getting nothing other than send copy of bank statement which I have but every time I contact them to follow up I'm told they need a copy of statement. I didn't need this first time besides that they did not have authorization to take the funds from my account. I only want back what they extracted from my account unknowingly and the amount of $176.88Business Response
Date: 04/23/2024
Hello, I have located this account and it appears to have been refunded back In December 2023. However, if there's any new orders please provide an order number so we can locate the account and better assist with resolving this issue.
Thank you,
-ASR ************* Team
Initial Complaint
Date:03/12/2024
Type: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 am a senior. I had purchased Advanced System Repair software for my PC back in December 2022. I believed that it was a one-time purchase and I was unaware that the *** software would default to extended charges until I received a charge on my credit card in November 2023. I did receive the initial email for the license key, receipt and download link on December 30 2022 but I have never had any email correspondence from *** since. I was told by their chat staff a few weeks ago that I had a 3 month subscription. It states on their **** agreement that, At the end of each subscription period, you will receive an email notification to your last email on record. Online option to cancel subscription is provided together with your license key. I received no such email from Advanced System Repair. I had no idea that my account was still active and accumulating charges until I received charges on my credit card on November 17 2023, 10 months later. I have several charges of $53.91 and one at $26.96. The computer that the software was installed on has been out of commission since early January 2023, a year ago. I have not installed the *** software on any other computer. It was only on that older computer and has not been used since the computer was no longer functioning in January 2023. ***s **** agreement states that I will be notified at the end of each subscription period and I was never notified. ***s lack of communication and 10-month delay in charging several subscription cycles worth of accumulated charges is certainly NOT a better business practice. I would like Advanced System Repair to Please remove all credit card charges and my information from their database.Thank you for your timeBusiness Response
Date: 03/29/2024
Hi ****,
I located your account and noticed you were already refunded for all chasrges $53.91, $53.91 and $26.96.
We're sorry for the incovience this may have caused you. We located the email notifications and possibly went to your spam box. We will do our best to make sure all customers get email notifications directly in their inbox to avoid such situations as this one.
Thank you,
ASR ************* Team
Customer Answer
Date: 04/03/2024
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,
***************************
Initial Complaint
Date:11/07/2023
Type: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 September 26, 2023, I purchased the Advanced System Repair Pro product for the price of $44.10 and on the same day I requested a refund because the product did not include the advertised feature called VPN. Over the next 5 and 1/2 weeks on 11/3/23, I made my sixth call to ASR and got the same answer concerning my refund. Their response was always the same: Your refund request was sent to the finance department and they are working on it. On every call, I asked to speak to the finance department concerning this issue and their response was always I cannot transfer your call because it is not permitted.My last call to ask about this matter was on 11/3/23 and their response was as stated above. I was never permitted to speak to a manager.My sincere wish is that your office can intervene and motivate them to issue my refund as they have promised to do so many times.1. Re: Ticket #C4QNX: Refund Follow up. They promised to issue my refund three times during our telephone conversations. Never received.2. Re: Ticket #ZG1QX: Refund Follow up.Again, they promised to issue my refund three times during our telephone conversations. Never received.Initial Complaint
Date:11/07/2023
Type: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.
This morning when I went through my email, i found this email, which i did not purchase, or gave permission to do.I think you company is a thief, that track personal data and use it.Your Advanced System Repair ******** receipt [#****-6543]Receipt from Advanced System Repair ******** Receipt #****-6543 AMOUNT PAID $19.95 DATE PAID Nov 6, 2023, 7:48:28 AM PAYMENT METHOD Mastercard - 9426 SUMMARY ASR Unlimited 24/7 Technical Support $19.95 Amount charged $19.95Initial Complaint
Date:10/12/2023
Type: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 purchased "Advanced System Repair Pro" from this company on 03 Sept 2023, to preform a repair task that was listed in their material. After attempting to resolve the issue using their product, with no success, I contacted "Tech Support". Tech Support used a "remote connection to my system for several hours, and then abandoned the repair. I again contacted Tech Support on 06 Sep 2023, and was advised that sometimes it (the product) does not work. After some discussion with support, I decided to cancel the product and requested a refund. I was assured that I would received the refund in about 10 days. I requested a transcript of the conversion, and was assured that it would be emailed to me. I did not receive the email transcript. I contacted support again on 20 Sep 2023, in an effort to determin what had happened to my refund. I was advised that it would again be processed, and would take about 10 days. I again requested a transcript. The transcript (both were sent) arived by email on 20 Sep 2023. As of this date I still have not received the refund.Business Response
Date: 04/02/2024
Hi ***********************,
I located your account and can confirm you were successfully refunded on Sep 6, 2023.
Thank ************************* TeamCustomer Answer
Date: 04/03/2024
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,
***********************
Initial Complaint
Date:02/26/2023
Type: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.
Bonjour,I installed and ran your software on January 20th. It solved about 50% of the problems. It is far from 100% as promised. Also, it removed or disabled two software that I had to reinstall.Given the results, I uninstalled your software. Above that, you charged me for the *** I have never selected... You guarantee results and promise a refund valid for 60 days if we are not satisfied (image taken from one of you website attached)With that in mind, please refund me the amount of $134.80 (CDN) as per your refund policy.Cordially,Initial Complaint
Date:01/27/2023
Type: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.
BBB complaint #******** Hello,A few details on my request.I selected the software from Advance System Repair **** (ASR), on a French site. The offer was a one-month promotion for the price of 13. So I chose this option. I never asked for the *** to be added. However, ASR charged me 3 three months of use in addition to adding the *** that I had not selected.Also, on some of their sites, they offer a 60-day money-back guarantee if we are not satisfied. In this regard, the software only corrected about 50% of reported problems. I had, in addition, to reinstall two software that their software had uninstalled or made inactive.I therefore request a refund of $134.80 (CDN).Cordially,*******************Business Response
Date: 03/23/2023
Hi,
We can not find an account with the email ******************************. Please provide both correct Aand order number so we can locate your account and submit your refund if not already submitted.
Thanks,
ASR Customer Care
Initial Complaint
Date:01/24/2023
Type: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.
Hello,I purchased a license for one computer for 13 (About $18.85 CDN) from Advanced System Repair. The latter charged ***** ($134.80 CDN). I tried to get a refund, but without success. This company is unreliable.Business Response
Date: 03/23/2023
Hi,
Please provide the correct email and order number so we can locate and refund your account.
Initial Complaint
Date:01/21/2023
Type: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.
Purchased software which did not perform as advertised.Statement Description: POS PURCHASE #**** PADDLE.NET* ADVANC EDSY PADDLE.CO ** Date: 12/02/22 Type: Debit Amount: - $89.82 I called them and without even any pretense of trying to solve or diagnose the problem they promised a refund, saying it cold take 2-4 week. They haven't made the refund.Business Response
Date: 03/23/2023
Hi,
We located and refunded your account.
Thank you,
ASR
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