Business Profile

Computer Software Developers

RealDefense, LLC

Complaints

This profile includes complaints for RealDefense, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

137 total complaints in the last 3 years.
42 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/12/2026
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.
In late 2024, REMOVED, I purchased a multi-year software license which expires REMOVEDthere was a monthly add-on that was at the least deceptive or unauthorized. The monthly charge stopped then renewed again in December 2025 thru today 8.12.26. I did not authorize this service or charge, Also I've been notified that the $19.95/month will increase to REMOVED. REMOVEDtold me they would continue my multiyear software license & discontinue the monthly charge. I requested a refund of only the monthly charges. The response was they had NO way to issue a refund. This was some type of auto renewal that was never authorized. if a refund is not issued soon, I will protest this charge to my credit card company.
Business Response
Date: 08/19/2026
Hello, and thank you for reaching out and for taking the time to document your experience. I sincerely apologize for the frustration this situation has caused. Please know that your concerns regarding the unauthorized monthly charges have been noted and will be taken seriously.

Your feedback regarding the auto-renewal and the refund request is important and will be shared with the appropriate team for review.

For further assistance or to share more about your experience, please reach out to me directly at REMOVED.
Best,
Reputation Manager
Customer Answer
Date: 08/20/2026

Complaint: 25155831

I am rejecting this response because:
Their response is only to review my complaint. It is quite unfair to not refund my money that should Not have been taken. They dont even say when or If any decision will b made.
Sincerely,

REMOVED
Business Response
Date: 08/25/2026
Hi REMOVED,

Thank you for sharing your concerns. Please know that privacy is paramount here, so I'm careful to verify complaints before taking action as a way to mitigate fraudulent behavior.
Further, I do not have access to billing systems and cannot assist with account changes or refunds directly. However, I can review your experience - in good faith - and work with our billing team to resolve extenuating problems that our support team may have not been equipped to.

If you would like to share more details or continue receiving assistance, contact me at REMOVEDand I will work internally on your behalf.

Best,
REMOVED.
RealDefense Reputation Manager
Initial Complaint
Date:08/08/2026
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.
Yesterday your tech Ranger made changes to my DUCKDUCKGO BROWSER, causing it NOT to track and maintain a history of trackers. These trackers were stopped by DUCKDUCKGO!!! Now when using REMOVEDI need more steps to get into the browser. Additionally more issues are being generated by the new version of Ultimate Mechanic! I need to get this fixed immediately or will have a GOOD IT TECH come here to fix, charges will be expected to be paid by IOLO! My account is listed under REMOVED
Business Response
Date: 08/19/2026
Hello REMOVED,

Thank you for reaching out. I'd like to better understand what's happening so we can look into it properly.

Could you share a bit more detail about the specific changes you noticed and the extra steps you're now seeing in DuckDuckGo?

Feel free to reach out to me directly at REMOVEDso we can get this sorted out.

Best,
Reputation Manager
Initial Complaint
Date:08/05/2026
Type:Order 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 filing a formal breach of contract complaint against REMOVED. Three years ago, I purchased a 3-year antivirus license for System Mechanic Ultimate for $239. This purchase was strictly conditioned on a contractually binding agreement that my subscription would auto-renew for an additional 3 years at a locked-in total price of $60 ($20 per year).My subscription expired yesterday. The company has refused to honor the locked-in price, claiming the promotion is "no longer active." When I contacted support, an agent falsely claimed that I had canceled my account last year. This is entirely untrue. Last year, my service was disrupted due to the company's internal account migrations and system updates, during which their team forced me to change product keys. In total, I have been issued three (3) different product keys due to their internal backend disorganization.The company unilaterally altered my account status and is now using its own technical errors as a pretext to void a guaranteed sales contract. I have provided them with the original chat transcript proving the $60 agreement, and their escalation team has stopped responding to my emails, letting my service expire yesterday.
Business Response
Date: 08/13/2026
Hello REMOVED,

Thank you for taking the time to share your experience. I believe I can assist with a resolution, but I need a few more details from you.

At your convenience, please send me your order numbers and I will have the support team review your account history. Once I have verified the details, I will work with you for next steps.

Please reach me at REMOVEDso we I can get started on a resolution for you. Thank you again for bringing this to my attention.

Best,
REMOVED.
RealDefense Reputation Manager
Customer Answer
Date: 08/13/2026

Complaint: 25128233

I am rejecting this response because:
I am writing to flatly reject your response. Your request for order numbers is the ultimate evidence of the abysmal customer service and the ongoing scam I have fallen victim to.
My account ID is my email address. I have already sent numerous emails to your support team to resolve this issue. If your company genuinely intended to provide a solution, you would have used my email to access my account history, where my purchase and product key records are clearly documented. Asking me for further details while my system remains exposed is utterly irresponsible.
Antivirus software is not a luxury item; it is a critical necessity. Cyber attacks do not pause for your companys bureaucracy, negligence, or stalling tactics.
I will not engage in your administrative runarounds any longer. I am leaving this terrible experience documented with the Better Business Bureau (BBB) so that other consumers are warned and do not become victims of this same scam.

Sincerely,

REMOVEDLora REMOVED
Business Response
Date: 08/19/2026
Hello REMOVED,

Thank you for your feedback. I have noted your concerns and will share them with the leadership team so that we review them for opportunities to improve our process and better meet expectations.

I apologize I didn't have more information on-hand about your case when I initially responded to your complaint. Please understand that I do not have access to customer data or payment systems, so I cannot review your case or order history prior to issuing a response.

Please know you can always contact me at REMOVEDand I will do my best to resolve this internally for you.

Best,
REMOVED.
RealDefense Reputation Manager
Customer Answer
Date: 08/22/2026

Complaint: 25128233

I am rejecting this response because:
Your response perfectly reflects an absolute lack of internal structure, serious operations, and basic competence.
A department that is supposedly designated to offer escalation solutions must have, at the very least, read-only access to customer data to actually provide "customer service." A job title or department name without a functional backend infrastructure is nothing more than a scam. It proves your company is completely unprepared to deliver the services it advertises.
Your canned responses read like they were generated by a poorly informed AI system, rather than a human representative trying to help. This interaction has provided me with the best possible evidence to document the severe mismanagement you are willing to guarantee.
This entire exchange will be attached to my active Better Business Bureau (BBB) complaint as definitive proof of your deceptive business practices.

Sincerely,

REMOVEDLora REMOVED
Initial Complaint
Date:06/17/2026
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.
REMOVEDQuingking (USTechSupport) www.ustechsupport.comFrom:REMOVED:REMOVEDFlamanTue, Apr 7 at 1:02 p.m.##- Please type your reply above this line -##Your request REMOVEDhas been updated. To add additional comments, reply to this email.REMOVEDQuingking (USTechSupport)Apr 7, 2026, 1:02PM EDTDear REMOVED, We have received your refund request and would like to inform you that the refund amounting $41.90 will be processed through a check. Once the check has been issued, we will notify you with the details and expected delivery timeline. Thank you for your patience and understanding. Best regards, REMOVEDtook money from my credit card without my authorization or permission. I contacted them and they promised to refund the money. It has been more than 2 1/2 months and they keep saying that the refund has been issued but they say that there is no timeline on when it will be sent to me. I keep getting an automated reply from then but with no concrete delivery date. I am enclosing an email from April 7 to show how they promise to refund but never actually do anything."Thank you for reaching out to USTechSupport. Weve received your message, and a member of our team will get back to you as soon as possibletypically by the next business day.Need help right away? Our agents are available 24/7 at REMOVED.Stay Safe from Tech Support ScamsBeware of unsolicited calls or messages claiming to be from USTechSupport. We will never ask for your banking information. Learn more."
Business Response
Date: 07/06/2026
Hello REMOVED,
Thank you for taking time to reach out about this. I apologize for the trouble obtaining your refund and I would like to assist with ensuring this gets resolved for you.

As such, I've advised the support team leadership to look into the cause of delays so we can take steps to correct any potential issues.

If you would like to share more about your experience with your product or service, please reach out to me at REMOVED.

Best,
Initial Complaint
Date:06/10/2026
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.
see Attached document
Business Response
Date: 06/11/2026
Hi REMOVED, thank you for taking the time to reach out about your issue. I would like to help with a resolution, but I am unable to see the attached document.

Would you mind responding here with the attachment or reaching out to me directly at REMOVED;

Once I have more information, I can start working on assistance - I'll be on standby.

Best,
REMOVED.
Reputation Manager
Initial Complaint
Date:06/04/2026
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.
I have been a System Mechanic user for perhaps as long as 15 years or longer. I generally like the product, but the issues have been mostly (1) excessive notifications (trying to sell me additional services or products I do not want), (3) hassles and constantly varying pricing with your renewals and (3) the continual attempt to force 24/7 tech support (that I do not want or need) upon me and other customers, for $19.99 per month. I believe this particular aspect of your product service model is the most suspect, and most in need of U.S. federal and state (including the States of FL and REMOVED) review. Despite these issues, the core product (System Mechanic) appears to perform well, and to be a good value, so much so that I have recommended it to my friends and business associates, with caveats as to the issues noted above.Each year the renewal process is a particular hassle due to a wide variety of pricing offered. This year, I attempted to renew, but due to systems issues it did not work, so I decided to secure a new annual subscription for $21.98. Early this morning (6/4/2026), my email was flooded with about 7 emails from your systems and/or from REMOVED(US TechSupport). The email(s) advised that my (recently purchased) subscription was cancelled and that a refund was being issued, though no reason was given for the action that I can see. Reference ID / Request number REMOVEDwas indicated. At this time, Iolo / Real Defense appear to be in breach of contract as to my subscription, which I believe is actionable in the State of REMOVED. I also believe your firms' actions likely constitute actionable violations of the Florida Deceptive and Unfair Trade Practices Acts, Fla. Stat. 501, part II. Such actions are noted to be potentially brought by the REMOVED's office as well as by way of private civil lawsuits.
Business Response
Date: 06/08/2026
Hi REMOVED,

Thank you for taking the time to share your experience. I apologize for the renewal confusion, especially for a long-time customer like yourself. Your experience is not aligned with our customer support expectations and I believe there may have been a mistake.

Regarding your complaint, I can assist with a resolution. I will work internally on your behalf to diagnose exactly what went awry, then take steps to fix it for you.

Please contact me at REMOVEDat your earliest convenience so we can begin the resolution process. Once again, thank you for bringing this to my attention.

Best,
REMOVED.
RealDefense Reputation Manager
Customer Answer
Date: 06/08/2026

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. Given the significant switching costs in having to remove the program on multiple computers, I tried one last time to purchase the product (this time for $19.99 a year) and have them not cancel it. I was able to reactivate the program and they seem to have admitted that the most recent cancellation was in error. Hopefully this is the end of all of this for another year. I will be strongly considering competitors' products at that time, however.

Sincerely,

REMOVED
Initial Complaint
Date:05/07/2026
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 will attach biling statements made falsely by RealDefense LLC through my REMOVEDaccount. Dates are listed. Real Defense, the company that oversees System Mechanic software has automatically renewed my subscription software, for System Mechanics, on 2 accounts since 2024. I only authorized the one purchase in 2024. Moreover, over the last year, and previous years, Real Defense has consistently charged me REMOVEDfor technical assistance calls, none of which i have ever made to this company. BBB website multiple examples of this same behavior with at least REMOVEDthe last year and over the last 3 years at least 100 customers, all of whom make the same complaints I am making. I have asked REMOVEDto elevate my complaint to REMOVEDBuyer Protection program but have received no response. I've requested Real Defense refund all the false unauthorized charges and have received no response. I'm fed up and want some movement on this fraud.
Business Response
Date: 05/08/2026
Hi REMOVED,

Thank you for reaching out and for taking the time to document your experience. I sincerely apologize for the frustration this situation has caused. Please know that your concerns regarding the charges to your account have been noted and will be taken seriously.
I am reviewing the details of your case with the support office and will work toward a resolution on your behalf. Please allow me some time to process everything through the proper approval channels.
In the meantime, if you would like to connect with me directly and share more, I am available at REMOVED.

Best,
REMOVED.
RealDefense Reputation Manager
Initial Complaint
Date:05/03/2026
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 27 March 2026, RealDefense LLC/IOLO charged my REMOVEDaccount $84.95 for what they called "early renewal" of a one-year subscription for System Mechanic software. I had purchased a one-year subscription in May 2025. I did NOT realize my account was set to auto-renew, but worse than that, RealDefense automatically enrolls the purchaser/user also in their REMOVEDfor an extra $20/monthly. I didn't find out about these charges until I checked my REMOVEDbalance and found $20 to "IOLO" for every month following May 2025, $84.95 in March 2026, and $29.95 on 01 May 2026. So my original $55 software purchase had now cost me an extra $240 over the past 12 months for a service I never used and didn't even know I had!! When I called them I told them I never asked for Tech Support and wasn't even aware I had it. I told them to cancel auto-renewal, cancel my subscription, and I asked for reimbursement of the May 01 Tech Support charge AND the renewal fee of $84.95, as I was cancelling my account, hadn't used the service I didn't know I had, and would not be using it going forward. They did cancel my account/subscription and said they would refund REMOVEDfee of $29.95 for May 2026, which hasn't happened yet. But they REFUSED to refund the Subscription Renewal, because they said more than 30 days had passed since it was processed and that was their policy. I asked how they can charge me early for service I'm not using: before my active subscription ran out, they are charging me for one that hasn't started so I'm paying them twice for the same services, and they just said that was their policy and I should read the fine print more carefully. Beware doing business with RealDefense or puchasing any IOLO-related product: this company has very deceptive and misleading practices that will extract a lot of money from you for things you never asked for, never wanted, and were not clearly informed you would be charged for.
Business Response
Date: 05/04/2026
Hi REMOVED, thank you for leaving a review. I'm sorry to hear your billing experience was less than satisfactory.

I would like to make things right. I've shared your case with the support office and instructed them to work on your requested resolution.

Please reach out to me directly at REMOVED.

Best,
REMOVED.
Reputation Manager
Initial Complaint
Date:04/25/2026
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.
I have been using Iolo's System Mechanic for more than a Decade now and I have reported this issue to their Tech Support on multiple occasions. A couple of times a tech support person has even taken control of my PC and (supposedly) made changes to my settings to correct the problem, but it still keeps happening. The problem is I go into the program's settings and TURN OFF: Show Tips, Closing Notifications Tip, Display info Desktop Messages, and Smart IA, as well as have my Power Options set to System Mechanic Ultimate Performance. All is well for about six weeks or so, then WITHOUT warning all my settings are RESET to ON! Since there is no warning, suddenly my PC starts acting strange and doing things that I do NOT want it to do. I think maybe I have gotten a virus or something, then a couple of days later when I access System Mechanic I discover all my settings have been reset WITHOUT MY PERMISSION!!!! This also happens when I Update the software, which is totally unacceptable, as it creates a lot of unnecessary work for me to go in and change all the settings back to the way I want them to be.
Business Response
Date: 05/07/2026
Hello REMOVED,

Thank you for taking the time to leave your feedback. I'm sorry to hear about the frustrations with the in-app settings resetting when the software updates.

Your comments and expectations are valid and have been noted. The issue you've experience is being actively being reviewed and will be changed with newer versions to better align with customer customizations. Please allow us some time to develop and update these changes into the software, but rest assured we've taken your concerns seriously.

If you have further questions or would like to share more details about your experience, please contact me at REMOVED.

Best,
REMOVED.
RealDefense Reputation Manager
Customer Answer
Date: 05/08/2026

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. However, the software settings seem to randomly change even when there is no software update given enough time. Hopefully this will be fixed also when the update bug is addressed.

Sincerely,

REMOVED
Initial Complaint
Date:04/18/2026
Type:Sales and Advertising 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.
wow you are make brother email to me over 139 this company RealDefense LLC. make REMOVEDto me for money ( reduced security coverage) i not play with you make bother me
Business Response
Date: 05/01/2026
Hello Afredo,
Thank you for taking the time share your experience. I apologize for any confusion or frustration regarding our products, services and billing.

I've let the support office know to work toward a resolution for you. Please allow us some time to process everything, but you should expect to see a refund for any purchases.

If you have any questions, please contact me at REMOVED.

Best,
REMOVED.
Reputation Manager

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