Complaints
This profile includes complaints for RealDefense LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 166 total complaints in the last 3 years.
- 47 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:04/30/2025
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.
On March 12, 2025, I was charged $44.95 for a 1-year subscription of a SuperAntiSpyware Pro program to end in 2026. I contacted the RealDefense by phone and email to complain that I had attempted to get automatic renewal option changed on multiple occasions in the year prior, but with no success because I would be sent to salespeople who tried to 'upsell' me on a new version. I specifically indicated that I did not want the extension and a refund. I contacted RealDefense again this past week via email and received this reply: "Last month 3/12/2025 your Super anti spyware pro renewed for 1 year for the amount of $44.95 and however this has been cancelled and chargeback has been processed . As a I can see in your account , this is flagged as charged back already." To date I have a product that keeps telling me my subscription has expired and it is not working. Therefore, I expected that a refund was forthcoming. I want this to end. I want to end any further contact with RealDefense and a refund.
Business Response
Date: 05/06/2025
***** *******
*******************************************************************
Date: 5/6/25
Complaint ID: ********
E-mail: *****************************************
Dear Mr. ********************* 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 because your auto renew for the SuperAntiSpyware Pro software purchased in 2024 was not cancelled. The license was renew at the current regular price of $39.95 (plus $3.20 sales tax) on March 12,2025. When you contacted us your SuperAntiSpyware was canceled but we were unable to issue a refund at that time because you had disputed the charge with PayPal. On March 14, 2025, ****** notified us of a chargeback for that $48.55 payment (a payment reversal). That is what the chargeback the email referenced.
Please contact ****** to confirm the result of your dispute and the chargeback that was posted. The payment reversal should have refunded the charge.
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 DirectorCustomer Answer
Date: 05/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:04/26/2025
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 noticed a fraudulent charge from My Clean ID on my credit card dated the 28th of February on the 3rd of March and filed a fraud complaint with my credit card company that same day. We have gone back and forth between this company and my credit card company for several weeks and now they are refusing to refund the $39.94 fraudulently charge to my account.Business Response
Date: 05/02/2025
******** F ****
******************
Apt. 144
******** ** 35758
Date: 5/2/25
Complaint ***********
Emails: ************************** *********************;************************
Dear Ms. *****
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?February 27, 2025, orders for 7 different software licenses were purchased (including MyCleanID) using your billing information and the ********************* email address. Six of those were refunded on March 3rd due to a system alert. The chargeback (payment reversal issued due to your dispute) for the ********* purchase caused a refund attempt to fail on March 14. Due to the chargeback all of the software licenses were inactivated on March 15, 2025.
Please be advised that our records do not reflect any calls received from the phone number provided with these orders (or this complaint), nor any other contact received directly from you in reference to your account. Because there was no notations on the account of possible unauthorized purchases the dispute of the $39.94 MyCleanID software purchase was automatically contested with your financial institution and terms of purchase were provided. Since the previous attempt to refund this charge on March 14th failed due to the dispute a request for a refund check in the amount of $39.94 has be forwarded to our accounting department. The check will be mailed to your address noted on this response. Please allow 4 -6 weeks for the check to arrive.
For your information, your account reflects 6 new software purchases placed online May 2, 2025, using your billing information, the ************************ email address, and a different credit card than use previously for the February orders. If you did not place these orders please contact our **************** team toll free at?************** as soon as possible so the subscriptions can be stopped, your account documented,and refunds issued.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:04/26/2025
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 am being charged monthly and have NEVER signed up for this. I want my money refunded immediately.Business Response
Date: 05/02/2025
***** ******
***************** <***********
******************
Date: 5/2/25
Dear Ms. ******************** 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 November 22, 2024, you purchased a special promotional offer of a 1-year license for MyCleanPC software, for a discounted price of $19.99; this purchase included a 30-day free trial of MyCleanPC LiveTech 24/7 ************************** which would renew at the regular monthly price of $19.95 at the end of the trial period unless your contacted customer service to cancel prior to the renewal date.
We make every effort to be forthcoming regarding our promotions and offers for our software and services. Information regarding the terms of any purchase (including automatic renewal) is provided in the shopping cart before any personal information is entered as well as in your order confirmation email. By submitting your order, you agreed to the terms of the offer included auto renewal.
Since we did not receive any cancellation requests your MyCleanPC ******** Support renewed monthly as scheduled for $19.95 December 22, 2024, until April 22, 2025.
On April 23, 2025, your ********************************** was cancelled per your request. As an exception to the terms of your purchase which state that monthly and annual subscription fees are not refundable, a refund for the April renewal fee was issued at that time.
While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As an additional exception the renewal fee charged in March has also been refunded. Please allow 3-5 business days for the refund to post.
Your LiveTech Support remains inactive, and nothing further will be billed to you for this service. Your MyCleanPC software license remains active and will automatically renew every year at the price of $29.99 or the then-current price, unless cancelled before the renewal date.
If you need further assistance, please contact **************** toll free at?**************.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:04/18/2025
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.
False advertising. I was told I would pay $20 for one year, instead I paid each month $20 until I block the payments in ******. I even opened a dispute but they refused to refund me. ad attached.Business Response
Date: 04/25/2025
******* Rozange
81 M. 7 T. Khua Mung
*******, TH-50 50140
Date: 4/25/2025
Complaint ID: ********
E-mail: *********************************
Dear Ms. ********************* 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 23, 2024, you purchased a special promotional offer of a 1-year license for ********************** System Mechanic Ultimate Defense, for a discounted price of $9.95; this purchase included a 30-day free trial of our LiveTech 24/7 Technical Support, which would renew at the regular monthly price of $19.95 at the end of the trial period unless your contacted customer service to cancel prior to the renewal date.
We make every effort to be forthcoming regarding our promotions and offers for our System Mechanic Ultimate Defense software. The offer states that it includes Unlimited LiveTech 24/7 Technical Support- 1 month FREE - $19.95/month after. The terms of your purchase are always provided in the shopping cart online before any personal information is entered or the order submitted. The information is also included in your confirmation email. The terms of for any subscription or license with automatic renewal state that monthly and annual subscription fees are not refundable.
More specifically your order details stated: Offer Details- System Mechanic Ultimate Defense automatically renews yearly at the price of $84.95 or the then-current price. If you do not cancel LiveTech Technical Support before the end of the free month, it will automatically renew monthly at the price of $19.95 or the then-current price. Your credit card will be charged on the renewal date for monthly subscriptions and up to 35 days prior to the renewal date for annual subscriptions. You may cancel prior to the applicable renewal date by calling us at ***************** (Powered by USTechSupport) or via online chat, email or contact form. RealDefense may offer other products and services when you call us. We regret if you found the offer unclear in any way.
Since no cancellation request was received your LiveTech 24/7 Technical Support subscription was renewed April through September as scheduled. On September 24, 2024, we received notification from of your dispute and chargeback of the LiveTech renewal fees. Your LiveTech 24/7 Technical Support was cancelled at this time due to the chargebacks. Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your initial purchase prior to receipt of your Better Business Bureau complaint. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
Because these chargebacks reversed the payments there is no refund to be issued. Please check with ****** and/or your bank to confirm the credit created by the chargebacks which per our records was accepted on September 26, 2024.
You will see no additional charges for either the **************** or System Mechanic Ultimate Defense. If you need further assistance,please contact **************** toll free at?************* or via the chat option on our website.
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 04/29/2025
Complaint: 23198322
I am rejecting this response because:You know I did not get a refund ******* You did not answer me and kept the money.
Do you want a screenshot? you have the same informations than me.
Also, you claim on your website about a A rating on BBB. It's barely B.
Sincerely,
******* RozangeBusiness Response
Date: 05/09/2025
******* Rozange
81 M. 7 T. Khua Mung
*******, TH-50 50140
Date: 5/8/2025
Complaint ID: ********
E-mail: *********************************
****************************** you for the opportunity to respond.
As stated in our previous response, on September 24, 2024, we received notification from ****** that you had disputed the charges for the LiveTech renewal fees. On September 26th your account record reflects chargebacks posted for those fees, meaning ****** reversed your payments and thereby refunded the charges.
If you have documentation that the dispute was not settled in your favor and that the chargebacks were reversed after September 26th please forward that information to the Better Business Bureau in the form of another Rebuttal to your complaint.
Thank you for your understanding.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:04/02/2025
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.
They own *************. On December 27, 2024, I agreed to pay $19.99 for a one-year subscription. I paid with *******On March 27, 2025, ****** sent me an email that I was charged $19.95 for Live Tech Support. I checked my ****** account and found additional $19.95 charges on Jan. 27 and Feb. 27.I never agreed to, or even saw, anything about paying for tech support. I checked reviews of the company and found that they cheat EVERYONE this way.Business Response
Date: 04/07/2025
****** *****
******************************************************************
Date: 4/4/25
Complaint ***********
E-mail: *****************************
Dear Mr. ******************* 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 December 27, 2024,you purchased a special promotional offer of a 1-year license for our MyCleanPC Software, for a discounted price of $19.99; this purchase included a 30-day free trial of our MyCleanPC LiveTech 24/7 Technical Support, which would renew at the regular monthly price of $19.95 at the end of the trial period unless your contacted customer service to cancel prior to the renewal date.
We make every effort to be forthcoming regarding our promotions and offers for our MyCleanPC software. The terms of your purchase are always provided in the shopping cart online before any personal information is entered or the order submitted. The information is also included in your confirmation email. We regret if you found the offer unclear in any way.
Since no cancellation request was received Your MyCleanPC LiveTech 24/7 Technical Support subscription was renewed January, February and March as scheduled. Per your request, on March 27, 2025, your LiveTech subscription and the MyCleanPC Software annual renewal were canceled. You will see no additional charges for either the **************** or MyCleanPC Software.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:03/14/2025
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 company is absolutely horrific and a miserable company to try to deal with. This issue has been going on since 2022. I was charged for this and have no idea what it is. I am 100% certain I am not using it. I've addressed this with them every year when I am billed and they continue to tell me I am using the service, which is 100% false. This is fraudulent. If you know I am "using the service", you certainly can tell the ** address using it and can figure out it isn't me. They are a scam. Look at all of the complaints filed against them for similar things. There is no reason people should have to file a BBB complaint to get something resolved. I have called and emailed repeatedly, I have even gotten prior email confirmations of refunds. Why would they refund if I didn't contact to cancel? The representative today kept trying to sell me the service when I kept explaining this is not mine, I don't use it, and it's fraud. She just went on and on about how I should try it, but she can tell I'm using it. I am surprised they have not been sued. I am contemplating it, because this is absurd. This is unacceptable. This company gives legitimate businesses a bad name. This should be so simple. This is fraud. It is not me. Account closed. ****** issued. End of story. But no... instead you try to convince me this is indeed me and I am using the service, which I'm not.Business Response
Date: 03/24/2025
****** ****
***************************************
*****************
Date: 3/24/25
Complaint ***********
Email:*****************************
Dear Mr. ****************** 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 you purchased a iolo System Mechanic Standard 1-year license on April 11, 2022, which would automatically renew annually unless you contacted customer service to cancel before the renewal date. This purchase included a 30-day free trial of LiveTech 24/7 ************************** which would also auto-renew at the regular monthly price of $19.95 (plus any applicable taxes) at the end of the trial period unless cancelled. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart before any personal information is entered and in your order confirmation email.
Per your request, below are listed all the charges posted to your account since your initial purchase.
April 11, 2022, iolo System Mechanic Standard 1-year $26.45
May 11, 2022, iolo LiveTech 24/7 Technical Support Monthly $21.15
June 11, 2022, iolo LiveTech 24/7 Technical Support Monthly $21.15
July 11, 2022 iolo LiveTech 24/7 Technical Support Monthly $21.15
August 11, 2022 iolo LiveTech 24/7 Technical Support Monthly $21.15
September 11, 2022 iolo LiveTech 24/7 Technical Support Monthly $21.15
October 11. 2022, iolo LiveTech 24/7 Technical Support Monthly $21.15
November 11, 2022, iolo LiveTech 24/7 Technical Support Monthly $21.15
December11, 2022. iolo LiveTech 24/7 Technical Support Monthly $21.15
January 11, 2023, iolo LiveTech 24/7 Technical Support Monthly $21.15
February 11, 2023, iolo LiveTech 24/7 Technical Support Monthly $21.15
April 11, 2023, iolo System Mechanic Standard 1-year $26.45
April 11, 2024, iolo System Mechanic Standard 1-year $26.45
March 7, 2025, iolo System Mechanic Standard 1-year $58.25
On February *******, your LiveTech 24/7 *************** was cancelled. Although our records do not reflect any request to cancel before this date, refunds totaling $126.90 were issued for 6 months of LiveTech 24/7 Technical Support renewal fees (from September 11, 2022, through February *******). The refunds were issued as a gesture of goodwill, and in exception to the terms of your purchase which states that monthly and annual subscription fees are not refundable.
On March 10, 2025,your System Mechanic Standard license was cancelled and an additional refund of $58.25 was issued for the annual renewal fee charged on March 7th.
We regret to learn of your dissatisfaction with our service and truly appreciate your input about both the quality of service provided as well as your customer experience when calling us.
We apologize for any misunderstanding regarding your use of iolo System Mechanic. As this was auto renewed each year,that is what was meant regarding your use of the service. Unfortunately, due to the amount of time that has passed, we are unable to refund the charges from April 11, 2023, and April 11, 2024. Also,the charges from May 11, 2022, thru August 11, 2022.
Your iolo System Mechanic Standard Software subscription remains cancelled,?and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at?*************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:03/07/2025
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 a software product in late 2024. Unknown to me, I was also being charged $19.95 per month for Live Tech product that I never wanted. After noticing several charges for this unwanted service, I started an online chat with a company representative in which I clearly stated to discontinue the charges immediately. I then again noticed more charges for this service so I again contacted the company to get a refund for the unwarranted charges on my credit card. They stated they would only refund past 30 days even after I told them way back in November 2024, so am only looking for proper restitution here thank youBusiness Response
Date: 03/13/2025
**** ********
1941 S Warrior Ln
Waukee, IA 50263
Complaint ***********
E-mail:*****************************
March 13, 2025
Dear Mr.********,
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.
We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic software. The majority of the System Mechanic software offers renew yearly but each does include a one-month promotional free trial of our ***************** which does renew monthly for $19.95 USD each month, if not cancelled prior to the renewal date.These terms are also included in your order confirmation email.
While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As a gesture of goodwill, we have issued a refund of $119.70. This amount completely refunds all charges for iolo LiveTech 24/7 Technical Support.
Your iolo LiveTech 24/7 Technical Support subscription remains cancelled,?and nothing further will be billed to you for iolo LiveTech 24/7 Technical Support.
Your iolo System Mechanic Ultimate Defense Software subscriptions remain active and will both automatically renew on September 16, 2025, and September 22, 2025,respectively.
If you need further assistance, please contact **************** toll free at?**************.
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 03/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ********Initial Complaint
Date:03/07/2025
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 subscribed to a product by IOLO on 01/16/25 for about $23, it was a PC utility to speed up/clean the computer. I didn't like it and cancelled the service shortly after that. It was not clear that they would also be charging me about $20 monthly for technical support. I immediately cancelled that but they still charged me for the first month on 02/22/25. Their cancellation mechanism on their website didn't work, which is predatory. Regardless, I HOPEFULLY have stopped autorenewal in the future, but they will not refund me for a product I do not want and do not intend to use. Their practices regarding cancellation, refunding, and making it difficult to cancel is nerve wracking. I need to be sure the two accounts on here are really / actually cancelled.Business Response
Date: 03/13/2025
***** ******
***************************************** D
***********, ** 19023
E-mail:**************************************
Complaint ***********
March 13, 2025
Dear Ms.******,
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.
We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic software. The majority of the System Mechanic software offers renew yearly but each does include a one-month promotional free trial of our ***************** which does renew monthly for $19.95 USD each month, if not cancelled prior to the renewal date. These terms are also included in your order confirmation email.
Our records reflect you contacted us on February 27, 2025, to cancel your iolo System Mechanic software and iolo LiveTech 24/7 Technical Support. At that time, you requested a refund for both services. As it had been more than 30 days since your purchase date of January 16, 2025, we were unable to refund your $23.30 for the iolo System Mechanic software. At that time a refund of $19.95 was issued for the first monthly renewal of iolo LiveTech 24/7 Technical Support.
While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As a gesture of goodwill, we have issued a refund of $23.30.
Your iolo System Mechanic Ultimate Defense Software subscription remains cancelled,?and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at?*************.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:03/03/2025
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 the Iolo pc protection package many years ago and depend on it to scan for viruses, etc. When it comes time to re-up, they try to sell me more services than I want. Its a battle to keep them from adding on and charging for extra services. Ive repeatedly told them I dont want the extra services that requires an additional monthly charge, but they keep adding that monthly charge back on.Business Response
Date: 03/07/2025
***** ******
********************************************************
Date: 3/7/25
Complaint ***********
E-mail: ************************;************************
Dear Ms. ******************** 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 you purchased iolo System Mechanic Ultimate Defense 1 Year Software License for a promotionally discounted price of $31.98 on May 8, 2024. This purchase included a 30-day free trial of LiveTech 24/7 ************************** which would auto-renew at the regular monthly price of $19.95 (plus any applicable taxes) at the end of the trial period unless you contact customer service before the renewal date to cancel. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart before any personal information is entered. These terms are also included in your order confirmation email. We regret if you found the offer unclear in any way.
Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your accountsince the purchase in May. Because a request to cancel the LiveTech 24/7 service was not received, your LiveTech 24/7 Support subscription was renewed monthly as scheduled for $21.55 until February 18, 2025.
Per your request,your LiveTech 24/7 Technical Support subscription has now been cancelled. As a gesture of goodwill, the recent renewal fee of $21.55 has been refunded as an exception to the terms of your purchase which that monthly and annual subscription fees are not refundable.
Your iolo System Mechanic Ultimate Defense remains active with a future renewal date of March 22, 2026. Please be advised that this subscription and the ******** support are tied to a different email address than the one you provided with your BBB complaint.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:03/01/2025
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.
MYCLEAN PC REFUSES TO CANCEL MY PLAN AND REFUND MY FEE AFTER DAMAGING MY COMPUTERBusiness Response
Date: 03/07/2025
****** ******
***********************************************************************************
Date: 3/7/25
Complaint ID: ********
E-mail: **************************************;****************************
Dear Mr. ******************** 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 we responded to your previous BBB complaint #******** on August 29, 2025, regarding your July 15, 2024, purchase of a 1-year license for MyCleanPC Software which included a one-month free trial of our ************************************************ which would auto-renew monthly at the regular price unless you contact customer service to cancel prior to the renewal date. Both of these subscriptions were cancelled August 15, 2024, per your request and refunds issued.
On February 16, 2025, our records reflect that you again purchased a 1-year license for MyCleanPC Software at a promotionally discounted total cost of $19.99(plus $1.60 Sales Tax). This offer also included a one-month free trial of our ************************************************. Per the terms of purchase, these subscriptions would automatically renew if not cancelled prior to the scheduled renewal date.
On March 1, 2025, we received your request to cancel the subscriptions. Both the MyCleanPC Software and the LiveTech24/7 Support were cancelled.A refund of $21.59 was issued at this time. There are no additional refunds due. Your account remains inactive.
Please contact **************** toll free at?************** if you have additional questions.?
Sincerely,??
****** *.?
Contact Center Operations?DirectorCustomer Answer
Date: 03/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******
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