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:06/05/2023

  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 6/2/2023 I had contacted System Mechanic by phone about a problem with installing a microphone. They said I would have to wait for a technician to call me back (they never called back) and while on phone I was pressured into buying *********. I was told that if I did not like it I could get a complete refund. This app started running non stop on 6/4/2023. I could not use my laptop. I called System Mechanic for help. They said I would be put on list for senior technician to call me back in 30 to 60 minutes, They never called back. I was able to have a friend help me to delete ********* and I was able to use my laptop again. I called System Mechanic to ask for refund. After they got my name, email and phone number to access my account as soon as I told them I wanted a refund they hung up on me. I called them again today 6/5/2023 and they are still refusing to refund my payment of $127.20. I filed a dispute with PayPal. I again called System Mechanic and was told the only way I would get refund is by contacting credit card company and asking them to remove charge which I can not do as charge was not fraud. I made the purchase.

  

  Business Response

  Date: 06/16/2023

  *************************
  ************************** 306
  **********, ** 18032
  
  6/16/2023
  
  Complaint: 20140237
  **********************
  
  Dear ****************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication.We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records indicate that on June 2, 2023, you purchased a 1-year license for our ********* Software and ********* Identity Protection at a total cost of $127.20. We regret to learn you are dissatisfied with the service. In an effort to fully resolve this matter, a full refund of $127.20 has been issued for your purchase. Please allow 3-5 business days for credits to post.
  
  If you need further assistance, please contact **************** toll free at **************.????
  
  
  Sincerely,??
  
  ****************??
  Contact Center Operations?Director
  
  

• Initial Complaint

  Date:06/03/2023

  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.

  June 32, **** For years I have had great success with Advanced Tech Support, but since it was bought by another company, ***********, and become ********************, I have experienced little tech H3****532303639383630H but sales pressure to buy things I didn't need or want, just to get tech H3****532303639383630H. Twice this has happened to me. When I went to cancel the service the day after this last forced purchase, I spent lots of time being interrogated by the company rep. as to why I wanted to cancel, what other offers did I get and for how much, or if I realized what a great buy I was passing up, etc. So, when I finally said enough, I just want my money back, they tried to refund me 3 times minimal amounts rather than the entire amount of $203.00. I had to forcefully insist that I get the full refund before the agent said she would refund the money, but it would be 7 or 8 days before it would show on my bank account. I have no idea that she actually did refund the full amount. This is the 3rd day I have had to try to get tech H3****532303639383630H, because they told me the wait would be 2 to 4 hours, but again they would make it an Urgent ticket. I waited up till 4:00 a.m. that next morning and still no contact. Then, because I have a life, when they finally did call back, I was not available, so today is my last try to be contacted, within an hour, they say. Finally, I told them I am 90 years old, and my computer is my contact with the outside world, and I had to have it in working mode just so I can live and go about my business, but that didn't help me get the tech H3****532303639383630H I used to get before Advanced Tech became US Tech. I asked for a copy of my years ago contract and US Tech support doesn't have and can't get that contract. This company that bought Advanced Tech may not going to honor the contact I had with them. It is unavailable to US Tech support. Today it is over the hour that they promised me I would be contacted by a technician. It's 3 days of my computer problems unresolved.

  

  Business Response

  Date: 06/16/2023

  ****************************************
  36 W Short St
  *********** ** 43085
  
  6/16/2023
  
  Complaint: 20140237
  **************
  
  Dear *****************************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication.We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records indicate that on June 2, 2023, you purchased a 3-year license for our ********* Software at a total cost of $59.97, and ********* Identity Protection at a total cost of $139.03. Later the same date,your account was cancelled as you requested; a full refund was issued in 2 transactions, for $59.97 and $139.03. Please allow 3 5 business days for credits to post.
  
  If you need further assistance, please contact **************** toll free at **************.????
  
  
  Sincerely,??
  
  ****************??
  Contact Center Operations?Director
  

• Initial Complaint

  Date:04/24/2023

  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 cancelled my subscription to Get My Drivers and System Mechanic last year. When I noticed a charge for Get My Drivers on my credit card made on 4/20/2024, I contacted Get My Drivers to get this corrected. I was told that they wouldn't refund the new charge.

  

  Business Response

  Date: 04/27/2023

  *****************************
  104 ************************
  ****** ** 75345-7233
  
  4/26/23              
  
  Complaint: 19976512
  **********************
  *******************************
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records indicate that on April 20, 2023, your license for our ********************** Software was renewed as scheduled, at a total cost of $21.59.
  
  We regret to learn that our service did not meet your expectations. While the terms of your purchase do specify that monthly and annual subscription fees are not refundable, as a gesture of goodwill in an effort to fully resolve this matter,a full refund for your GetMyDrivers Software renewal has been issued, in the amount of $21.59. Please allow 3 to 5 business days for credits to post.?
  
  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?Director
  

• Initial Complaint

  Date:04/10/2023

  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.

  Purchased software (***********) on March 22, 2023 in the amount of $21.09 and was debited same day. I cancelled/requested a refund the following day, March 23, 2023 and was credited the $21.09 only to see the same amount debited once again from my checking account (March 23, ****). On April 5, 2023 I spoke with *** regarding the additional debit on 3/23 and he claimed there were several atempts to credit the account with the funds withdrawn without my consent but the credit was rejected by my bank. I called my bank to contirm this and was told that there NO attempts to deposit those funds and if there were an issue, the March 23 credit would not have taken place. I would like my refund processed correctly and promptly.

  

  Business Response

  Date: 04/18/2023

  *****************************
  ************************************************* 53004
  
  4/18/23
  
  Complaint ID: ********
  **************************
  
  Dear **********************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication.We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records indicate that on March 22, 2023, you purchased a 1-year license for our ********* Software at a total cost of $21.09.
  
  Per your request on March 23, 2023, your subscription was cancelled and your initial purchase was refunded. We regret to learn that,due to a system error, your purchase was rebilled: we apologize for any inconvenience which resulted.  A refund was attempted for the rebilled transaction on this same date, however our records reflect that this refund was not accepted to the payment card on file over several attempts to issue it.
  
  In an effort to fully resolve this matter, a refund of $21.09 has been issued for your rebilled purchase, which our records indicate was accepted to the payment card on file. Please allow 3 to 5 business days for credits to post.?
  
  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?Director
  

• Initial Complaint

  Date:03/21/2023

  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.

  purchased a service from mycleanpc.com - was chaged $518.00 - website and the sales person said there was a 30 day rufund guarentee - I did not use the service and tried to cancel after 7 days and they would not refund us the $518. Also they were very rude!

  

  Business Response

  Date: 04/03/2023

  *************************
  *********************************************************************
  
  Date: 4/3/23
  
  Complaint ID: ********
  ***********************
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Please be advised we believe this complaint may be a duplicate of your Complaint ID ********; however, for convenience, the response provided to that complaint also follows here.
  
  Our records indicate that on March 14, 2023, you purchased a 2-year license for our ******* Technical ********************, LiveTech, which would convert to a monthly billing plan at the end of the initial prepaid term.
  
  Your **************** was cancelled as you requested on March 21, 2023. We regret to learn that you were dissatisfied with our services, as well as that your full refund request was not processed promptly, and would like to apologize for any inconvenience which resulted. 
  
  In an effort to fully resolve this matter, a full refund for your LiveTech purchase has been issued, in the amount of $518.00 (split into two refunds of $259.00 each.) Please allow 3 to 5 business days for credits to post.?
  
  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?Director

• Initial Complaint

  Date:03/10/2023

  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 March of2022 I signed up for ************* and at that time requested no automatic renewal. The company claims they have sent me notice of renewal which I did not reject; however, in no case did I agree for renewal but I have been charged $382.40. I requested a total refund but was told they could only refund 50% even though the service has been cancelled.

  

  Business Response

  Date: 03/17/2023

  ***********************
  *******************************
  ********** ** 75056
  
  Date: 3/17/23
  
  Complaint ID: ********
  *****************
  
  Dear **************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication.We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.  
  
  Our records reflect that on March 9, 2022, you purchased a one-year prepaid subscription for our 3000GB Online Backup, which would be renewed at the end of the prepaid term unless cancelled prior to the scheduled renewal date; we regret to learn that there was miscommunication in regards to this services automatic renewal.
  
  With no request for cancellation received, on March 9,2023, your ********************* renewed at a total cost of $382.40.
  
  Our records reflect that you requested to cancel this service on March 10, 2023: your ********************* was inactivated at this time, and a refund of $179.70 was also issued. On March 14, 2023, an additional refund for the remaining $202.70 was issued, completing the total refund of $382.40 purchase price for your services renewal. Please allow 3 to 5 business days from the date of issuance for credit(s) to post.
  
  Your ********************* remains cancelled, and nothing further will be billed for it. If you need further assistance, please contact **************** toll free at **************.  
  
  Sincerely,  
  
  ****************  
  Senior ********************** Operations  
  

• Initial Complaint

  Date:03/06/2023

  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.

  Attempted to cancel a service and was told by customer service my credit card would not be charged. they did cancel service and still charged for one month service even after the rep said they would not do so

  

  Business Response

  Date: 03/15/2023

  *********************
  4606 County Route 4
  ******, ** 13126
  
  Date: 3/15/23
  
  Complaint ID: ********
  *************************
  
  
  Dear ************,  
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience. 
  
  Our records reflect that on March 3, 2022, you purchased a 3-year prepaid license for our ********* Software; this purchase also included a one-year subscription to our ********* **************************** which would be renewed at the monthly rate following the end of its prepaid term until cancelled.
  
  Your ********* *************************** subscription renewed as scheduled on March 3, 2023, at a cost of $21.55. Also on March 3, 2023, your ********* *************************** was cancelled as you requested.
  
  While the terms and conditions of your purchase do specify that monthly and annual subscription fees are nonrefundable, as a gesture of goodwill and in an effort to fully resolve this matter, we have issued a refund of $21.55 for your ********* ***************************. Please allow 3 to 5 business days for credits to be reflected to your statement.
  
  If you need further assistance, please contact **************** toll free at **************.  
  
  Sincerely,  
  
  Morgan M.  
  Senior ********************** Operations  
  

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair 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 November 2022, I subscribed to computer support services from USTechSupport. Within 1-week of subscribing to these services, I cancelled the services (due to poor service.) and requested a refund of the $518.00 that I had paid via my credit card. At the time that I cancelled these services, the USTechSupport representative agreed to the refund and said it would take several weeks to process the return, The USTechSupport website clearly displays that there is 30-day money back guarantee. I let things slide thru the Thanksgiving and Christmas holidays. However, I never received the refund. When I now contact the company, they say that no refund will be forthcoming. That the purchase was made with my full knowledge with my credit card, and they would not refund the $518.00. When I asked about the 30-Day Money Back Guarantee, the representative could not provide a response.
  

  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2023/01/18) */
  ****************************************************
  
  Date: 1/8/2023
  
  Complaint ID: *******
  *******************
  
  Dear *********,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records indicate that on November 16, 2022, you purchased a 2-year license for our 24-hour Technical Support, LiveTech, which would convert to a monthly billing plan at the end of the initial prepaid term.
  
  Your LiveTech service was cancelled as you requested on November 29, 2022. We regret to learn that your refund request was not processed promptly, and would like to apologize for any inconvenience which resulted.
  
  In an effort to fully resolve this matter, full refund for your LiveTech purchase has been issued, in the amount of $518.00: please allow 3 to 5 business days for credits to post.
  
  Your account remains closed, and nothing further will be billed to you. If you need further assistance, please contact Customer Service toll free at ****************
  
  
  
  Sincerely,
  
  ********.
  Senior Manager Contact Center Operations
  
  
  Consumer Response /* (2000, 7, 2023/01/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Refund has been received.
  I am satisfied with resolution.
  I appreciate the efforts of the BBB on my behalf.
  
  **********

• Initial Complaint

  Date:12/17/2022

  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.

  I subscribed to Live Tech for one year. I told them I did not want to renew my subscription. They still billed me and I consider the billing to be fraudulent. I called them the day they billed me and they would not refund the funds they wrongfully charged
  

  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/27) */
  *******************************************************************************************************************
  
  Dear **********,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records indicate that on October 17, 2021, you purchased a 1-year license for our 24-hour Technical Support, LiveTech, which would convert to a monthly billing plan at the end of the initial 12-month prepaid term.
  
  Per the terms of the offer, your LiveTech subscription renewed at the monthly cost of $19.95 in November and in December.
  
  Per your phone request on December 17, 2022, your LiveTech subscription was cancelled; our records do not reflect any calls received from the phone number on file for your account (and this complaint) prior to this date.
  
  While the terms and conditions of your LiveTech purchase do specify that monthly and annual subscription fees are nonrefundable, as gesture of goodwill and in an effort to resolve this matter, we have issued a refund for the December payment in the amount of $19.95: please allow 3 to 5 business days for credits to post.
  
  Your account remains closed, and nothing further will be billed to you. If you need further assistance, please contact Customer Service toll free at (******************
  
  Sincerely,
  
  ********.
  Senior Manager Contact Center Operations