Complaints
This profile includes complaints for RealDefense LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 167 total complaints in the last 3 years.
- 46 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:05/19/2025
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.
Originally signed up for their product and subsequently canceled before it renewed. I was billed several times after cancelling, even after speaking with someone from this company. One year later, they charge me more than double the amount of the original service charge. Several emails later they still havent credited me. This company is ran by **** artists that hope you dont check your credit card statement.
Business Response
Date: 06/02/2025
**** ********
*****************************************************
Complaint ID: ********
E-mail: ***************************
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.
Our records reflect that on March *******, you purchased a special promotional offer of our iolo System Mechanic Standard software 1-year license for the discounted price of $24.95 with automatic annual renewal of the software at the regular price if not cancelled prior to the renewal date. The offer included a one-month free trial of ******** 24/7 ************************* which would auto renew monthly at the regular price of $19.95 unless cancelled. Information about the terms of an offer are always provided in the online shopping cart before any personal information is entered. By placing your order your agreed to the Terms & Conditions of the offer. We regret if you found the terms of your purchase unclear.
On April 30, 2024, your LiveTech 24/7 ************************* was renewed as scheduled for $19.95 since we did not receive a cancellation request prior to the renewal date. The LiveTech 24/7 service subscription was also cancelled per your request on April 30th when you contacted us about the billing. Your System Standard Mechanic license remained active.
On February 24, 2025, per the terms of your initial purchase which states: 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, your System Mechanic Standard license was renewed for the regular price of $54.95.
On February 26, 2025, we received notification from ****** of your dispute of the $54.95 payment. Your System Standard Mechanic auto renewal was cancelled at that time.
We received and accepted a chargeback (payment reversal) from ****** of the $54.95 on March 31, 2025. Please check with ****** to confirm the payment reversal/credit.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial 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:04/23/2025
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.
reaccuring tech support fee's that are not as advertised nor do they actually support anything, I purchased the services as a package deal and I find out later they are charging a monthly service fee of ***** for each service in the package. When purchased on the website is provides none of that information - just a one time purchase charge for a year subscription. I had constant issues with 2-3 service conssistantly re-asking to activate the software with a product key in which I had to ask for 6 new keys and the problem still exists - the company refuses to refund any $ beside the current months service fees- so I was scammed oput of just under $420 they refuse to return, not to mention I had to bring my laptop in for service and the tech showed me that none of the software was actually doing anything but slowing my system down and it's become a long horrible process uninstalling and fully removing from my hard drive. It's been just a mess. Seems like companies will do more work to attempt to rip customers off than actually provide and support the product they are selling.Business Response
Date: 05/02/2025
*** *******
********************
*********************
Date: 5/1/25
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.
We make every effort to be forthcoming regarding our promotions and offers for any of our software purchases or 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.
Our records reflect that you made two purchases online December 3, 2024. The first order was for an ioloVPN 1 Month 1 User 5 Devices subscription for $9.95 (plus $0.83 MN sales tax) which would renew monthly for the same price unless you contacted customer service prior to the renewal date. The second purchase was a special offer of a 1-year license for ********************** System Mechanic Ultimate Defense for $19.95 (plus $1.70 sales tax)which would renew annually if not cancelled. This offer included a one-month promotional free trial of our LiveTech 24/7 ************************** which would automatically renew at the monthly price of $19.95 (plus applicable sales tax) if not cancelled prior to the renewal date.
Since we did not receive any cancellation requests your iolo VPN subscription and the LiveTech 24/7 Support each renewed monthly as scheduled January 3rd through April 3,2025.
On February 16, 2025,you purchased online a special offer for GetMyDrivers Software 1 Year License for 1 PC for $19.99 (plus $1.47 sales tax). This offer included a one-month promotional free trial of GetMyDrivers LiveTech for 1 PC support service, which would automatically renew at the monthly price of $19.95 (plus applicable sales tax) if not cancelled prior to the renewal date.
Also on February *******, your account reflects a purchase of SUPERAntiSpyware PRO 3PCs 1Year license for $9.95 (plus $0.73 sales tax).
On February 19, 2025,we received you call regarding the issues you were having with the activation key for GetMyDrivers Software and continued pop-*** requesting another key. The technician you spoke with created a new key. Due to time constraints, rather than wait you requested that information be emailed to you with the understanding that you would contact us if you continued to have issues activating the software.
Since we did not hear from you the GetMyDrivers ******** support service renewed as scheduled March 16th and April 16th for the regular monthly fee of $19.95.
On April 19, 2025, we received your call requesting refunds for all charges. Information was provided explaining the difference between the software purchases (which you stated had not worked as expected) charged in full when ordered versus the ******** support 24/7 technical support services with monthly renewal fees. Although our advertised terms of purchase state that monthly and annual subscription fees are not refundable, as an exception the renewal fees charged in April for GetMyDrivers tech support, iolo LiveTech 247 and ioloVPN were refunded, a total of $50.68. All of the ******** support subscriptions were cancelled as well as the annual renewals scheduled for your three software licenses.
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, refunds for the two March monthly **************** fees have been issued for a total of $39.90.
Your LiveTech support and VPN monthly subscriptions remain canceled. You will see no additional monthly or annual renewal fees.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 05/08/2025
Complaint: 23226463
I am rejecting this response because: I was clear with numerous emails to them to stop any further transaction and cancle all as I no longer have or want any part of their scam products and I asked for a refund for all due to the systems harming my computer - having to pay a 3rd party to cleanly remove all traces of their software, 2 of them did not actually work, and 1 symply didn't do anything differently that built in ********* services that I could tell - so they are charging their customers for somthing most people already have, and do not need, or selling software downloads that don't work which apparently give them the right to then start charging the purposely hidden "monthly service fee's" that apparently are only stated much later than the "purchase now" page where they sucker you in with a one time $19.99 for a year, provide you with systems that are not beneficial, don't work, or only take up memory on your divices, then charge you a live support monthly fee for every sperate part of said systems so when there's 3 or 4 - they get you for $60-$80 unexpectedly when in consideration this is obviously done to hide or extend the chance people won't notice/remember then when the customers do figure it out their outsourced customer support team is set up to refuse to assist with any refunds so well that you can tell that they have a script to read for the exact situation due to it happing constantly. It's clearly a scam - they have no intention to provide anything that is beneficial - it's simply a smoke screen that allows them access to free money.Greed is an ugly discusting thing, it makes people do horrible things to their fellow humans. I work hard for every cent I have and I don't want one of them to end up in the hands of the scum of the earth that create ways to s**** fellow humans rather than offer an honest transparent service that's actually beneficial to their customers.
I'm sticking to my guns on this - as they have no right to keep any of my $$ when I signed up for a year but didnb't coime close to a year before having to wipe it from my divices - so I no longer have any if the year long serivces on anything I own - nor will I ever install anything they sell, and now there's just more evedence for this being a complete scam - as they are keeping profits (my money) for bogus software I don't have - some never worked - and some did nothing, so why do they get to turn a profit off of petty theft and I get the empty cup...apprently because I indeed got scammed which in turn makes it okay to keep money which is one h*** of a way to go about doing business and why I plan to do whats in my power to make the public aware. I'll be making calls and emails to media outlets early next week for their assistance in creating more insightful content to expose the population to help them avoid getting into the same awful situation simply because this type of shady practices shouldn't be.
This has become more than sad, and I'd really appreaciate my very legit cause for refund paid back to me in full, before they get exposed and have to close up shop - only to reamerge under a new name the same or next dayto start doing the same process.
Sincerely,
*** *******Business Response
Date: 05/16/2025
*** *******
********************
*********************
Date: 5/16/25
Complaint ID: ********
E-mail: *****************************
Dear Mr. ********************* you for the opportunity to respond.
As stated in our previous response,the terms of any purchase (including automatic renewal) are not hidden but clearly stated on the order page before any personal information is entered or the order is submitted. Every order summary includes the following statement, again before any personal info is entered: By placing this order you agree to the Terms and Conditions. Your order confirmation emails also included the terms and conditions of each purchase. Your authorization of associated renewal fees was provided by submitting your payment and finalizing your order. We regret if you found the offers unclear in any way.
Since your initial purchase in December, our records reflect that the total charged for your software purchases and renewal fees equals $219.30, not the $420 you mention in your initial complaint. At the time of our last response, May 1st, you had been refunded for seven monthly renewal fees for ******** 24/7 and ioloVPN services in exception to the advertised terms of your purchases which states, monthly and annual subscription fees are not refundable and to which you agreed when you placed your orders.
Since our May 1st response,your account reflects that you spoke with our customer service team on May 5th. As an additional exception to the advertised terms and conditions, refunds totaling $32.14 were issued for your February software purchases of the SUPERAntiSpyware PRO 3PCs 1Year license and GetMyDrivers Software 1 Year License.
As we noted in our previous response you spoke with one of our technicians on February 19th regarding the issues you were having with the activation key for your February 16th GetMyDrivers Software purchase. Our records do not reflect any contact prior to that call regarding your account. With the additional May 5th refunds you have now been refunded for the two software purchases made in February and all of the LiveTech 24/7 support service renewal fees charged since that call, a total of $122.72.
All of your LiveTech support and VPN monthly subscriptions and annual software renewals remain inactive. You have been refunded for charges incurred since your initial contact with our technician support in February as well as the two software purchases made that month.
At this time,we do consider this matter answered and closed.
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:04/03/2025
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.
Re: Order# *******. I have had a recurring subscription with Iolo for computer software ( dba Real Defense LLC) for a number of years. I had decided not to renew this year and set a reminder for Mar. 1 to cancel it. My subscription was good through Mar.4 2025. It has renewed each year on Mar.4 for $16.06 going back to 2022. This year, they apparently sent an email notice out on Jan. 26th (which got collected in my spam folder) saying that my subscription would renew in TWO DAYS (Jan 28), which is 34 days before my existing subscription expires. By the time I saw this email, the subscription had already been renewed for $58.93, OVER 3 TIMES the previous years charges. I did contact them immediately, and well before my subscription expired, but all they would offer is a reduced subscription for the following year (2026) not the current year that they had just charged me for. I have cancelled my subscription for 2025 but to date have not received a refund from them, even though I was told via call and email that a "chargeback" had been issued.I feel this practice is grossly unfair to the consumer. To be able to UNILATERALLY change both the date of renewal ( by over a month) and the subscription charge ( by over 3 times the previous amount charged) with little to no notice is simply wrong. The only reason this is successful for them is because they already have my banking information on file. And this is exactly why the ************************ has initiated the "Negative Option Rule" to curb such practices.I am asking the local BBB to step in and assist me. All I am asking for is for the charge that I did not initiate to be refunded. Real Defense LLC has contested this refund with my bank, even though my EXACT complaint has been repeated countless times on the Better Business Bureau's site for this business. Respectfully,**** H. *****Business Response
Date: 04/11/2025
**** *****
*********************
********* NC 28467
Date: 4/8/25
Complaint ID: ********
Email: ***************** *******************************
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.
Our records reflect that on July 28, 2022, you purchased a special promotional offer of a 1-year license for our ********************** System Mechanic Standard for $14.98 with auto-renewal if not canceled prior to the renewal date.
On March ******* it appears you may have taken advantage of an offer to lock in the discounted price of $14.98 for an extra year, the 1-year license of the System Mechanic Standard was renewed at that time for the discounted price and again on March 4, 2024, as an exception to the advertised terms of the offer which states System Mechanic Standard automatically renews yearly at the price of $49.95 or the then-current price
You are correct that the most recent renewal was processed on January 28, 2025, for the then current price of $54.95 (plus $3.98 sales tax) instead of March 4th. We regret that you did not see the email notification prior to the renewal.
When you contacted us on January 31, 2025, your account was cancelled. The chargeback that you were informed of was initiated by ****** and your financial institution, due to your dispute. Because this chargeback reversed the payment there is no refund to be issued. Please check with ****** and/or your bank to confirm the credit created by the chargeback which per our records was accepted on February 22nd.
Your account System Mechanic Standard 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 DirectorCustomer Answer
Date: 04/14/2025
Complaint: 23151044
I am rejecting this response because:The financial institution for ****** is **************. ************** claims that Real Defense LLC has disputed the chargeback and as such I have received no refund.
Sincerely,
**** *****Business Response
Date: 06/09/2025
**** *****
**************************************************************
Date: 5/20/25
Rebuttal Complaint ID ********
E-mail: ***********************; *******************************
Dear Mr. ****************** you for the opportunity to respond.
We apologize for the delay in responding. When you stated in this rebuttal that you were not seeing the refund via a chargeback. We had to completed some research to determine why our records were not reflecting a reversal of the chargeback processed by ****** in February due to your dispute.
A refund for the dispute amount has been approved and will be issued via a check. The refund check will be mailed to your address noted above. Please allow 4 -6 weeks for the check to arrive.
Your account System Mechanic Standard subscription remains cancelled, and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at *************.
Sincerely,
****** *.
************** Operations DirectorCustomer Answer
Date: 06/09/2025
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:04/02/2025
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,
**** ********
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