Complaints
This profile includes complaints for RealDefense LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 171 total complaints in the last 3 years.
- 56 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:09/08/2025
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.
Forced auto renewal for charged service that I had no intention of renewing. I never agreed to auto renewal and was never given an option to turn it down when it was forced on me.
Business Response
Date: 09/17/2025
**** *******
************************************************************************
Date: 9/17/25
Complaint ***********
E-mail: ******************************
Dear Mr. ********
Thank you for contacting us through the Better Business Bureau. We 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 took advantage of a special promotional offer of a 1-year iolo System Mechanic Ultimate Defense license on October 4, 2024. Like most of the special offers this included automatic annual renewal at the then-current price unless cancel prior to the renewal.
We make every effort to be forthcoming regarding our promotions and offers for our System Mechanic Ultimate Defense software. 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.
Your credit card will be charged up to 35 days prior to the renewal date for annual subscriptions. Also email reminders are sent prior to the renewal date for software licenses. We regret if you found the offer unclear in any way.
While we strive to stay within advertised guidelines for consistency, which state that monthly and annual subscription fees are not refundable, as goodwill gesture a refund has been issued for the August 30th annual renewal fee of $84.95. Please allow 3 -5 days for the funds to post.
Your iolo System Mechanic Ultimate Defense Software subscription remains cancelled per your request,?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: 09/19/2025
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:08/20/2025
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.
Unexpected Auto Renewal of software ********** per attached report.Business Response
Date: 09/04/2025
****** ******
**********************************************************************************
Date: 9/2/25
Complaint ID: ********
E-mail: ***************************
Dear Mr. *******
Thank you for contacting us through the Better Business Bureau. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We apologize for any misunderstanding. When you initially purchased an iolo System Mechanic Ultimate Defense license included automatic annual auto renewal unless cancelled before the renewal date.
We make every effort to be forthcoming regarding our promotions and offers for our System Mechanic Ultimate Defense software. 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.
More specifically the information provided for the special offer you purchased states: 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 ***************** or via online chat,email or contact form. The expiration reminders and the email you stated you received are sent to remind customers of the pending auto renewal. We regret if you found the offer and reminders unclear in any way.
Our records reflect that you contacted our customer service team on August 17th to cancel the System Mechanic Ultimate Defense that had been renewed. As an exception to our advertised terms & conditions which states that monthly and annual renewal subscription fees are not refundable, a refund of the $84.95 renewal fee was issued.
Also, per your account,on August 30 you took advantage of a discounted offer for an iolo System Mechanic Ultimate Defense 1-year license and placed a new order. Please be advised this new license will automatically renew July 26, 2026, for $84.95 or the then current price, if you do not contact us to cancel before that date.
If you need further assistance, please contact customer service at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 09/07/2025
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:08/18/2025
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.
When I first purchased their software, over three years ago, it caused issues with computer performance. I called and asked that the subscription be cancelled. I have continued to be charged, which I have my credit card company to reverse. I have spoken with their customer service department in **, ** on multiple occasions. Each time they tell me that I still have it running on my computer. When I look at my processes, it is not running. Each time, they try to justify why I should not remove it and I tell them that I do not want any of their services. Today, they finally agreed to have their IT department call me and help me take it off of my computer. The IT person said he did NOT see where I have any of their software active and that he would disconnect from his server. Both customer service and IT said I would receive an email confirming cancellation. That has not happened and they will not respond to my emails or telephone calls.Business Response
Date: 08/28/2025
*************************************************
*******************
Date: 8/27/25
Complaint ID: ********
E-mail: *******************************
Dear ********************************* you for contacting us through the Better Business Bureau. We 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 MyCleanPC Software 1 Year License for 1 PC plus a monthly subscription for our LiveTech 24/1 Technical Support in September 2020. The MyCleanPC software license was automatically renewed in September 2021 as scheduled.
The LiveTech 24/1 Technical Support subscription renewed monthly as scheduled until November 10, 2021. The subscription was cancelled per your request on December 8, 2021. But the MyCleanPC Software 1-year license remained active and was auto renewed as scheduled on September 10, 2022. On September 13, 2022, your MyCleanPC Software license was cancelled per your request and as an exception to our advertised guidelines the September 10th renewal fee was refunded at that time Our records do not reflect any additional charges for either subscription since they were cancelled. Emails cancellation confirmations would have been sent at the time of your cancellation. We apologize if they were not received.
Rest assured both the LiveTech 24/1 Technical Support subscription and MyCleanPC Software license remain cancelled since the dates noted above. Please consider this confirmation of those cancellations.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:08/18/2025
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.
The company questionable/fraudulent in their subscription information. I received an email that my subscription had been renewed at double last years price. When tried to cancel I was told it cannot be cancelled once billed for the coming year. I was able to cancel but no refund. There was no mention of this policy. This info was not included when signed up for the product. This appears to me as unscrupulous business practice. Also, they renewed 35 days before my current year expires. I probably would have continued but the price went from $29.99 to $59.99 without any prior notice. When I called to cancel, they offered reduce the price to reduce the price to $29.99. But If I wanted to cancel, they would not refund charges for the coming year, which does not begin until next month, 9/18/2025. A legitimate business should not play such games.Business Response
Date: 08/28/2025
******* ********
****************************************************************
Date: 8/27/25
Complaint ID: ********
E-mail: *****************************
Dear Mr. *********
Thank you for contacting us through the Better Business Bureau. We 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 special discounted offer for a SUPERAntiSpyware PRO software license for 3 PCs in September 2024 at a cost of $39.95. The offer included annual auto renewal unless cancelled before the renewal date.
We make every effort to be forthcoming regarding our promotions and offers for our SUPERAntiSpyware PRO software. 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. More specifically the information provided for the offer you purchased states: SUPERAntiSpyware PRO automatically renews yearly at the price of $59.95 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 ************** or via online chat, email or contact form. RealDefense may offer other products and services when you call us. The terms & conditions of any software license purchase includes a ****** MBG for the initial purchase but also states that monthly and annual renewal subscription fees are not refundable. By submitting your order, you agreed to the terms and conditions of the purchase and provided your authorization of future charges associated with automatic renewals of the services/software purchased. We regret if you found the offer unclear in any way.
Although we strive to stay within advertised guidelines for consistency, as an exception we attempted to issue a refund of the $59.95 August 13th renewal fee on August 17th, but it was declined due to your pending ****** dispute. Once the disputed is resolved the refund will be issued either via a chargeback (payment reversal) or our normal refund process.
Your SUPERAntiSpyware PRO license 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:08/15/2025
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 hid a $19.95 monthly charge for a service not readily explained during the payment process and refuse to refund the money and were not forthcoming coming about wether or not the service was cancelled going forwardBusiness Response
Date: 08/22/2025
***** *****
****************
************** 61571
Date: 8/21/25
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 you took advantage of special discounted promotion for an iolo System Mechanic Standard 1-year license for only $19.95 (plus any applicable sales tax) when you placed an order on July 9th.This offer included a one-month promotional free trial of our LiveTech 24/7 ************************** which would renew monthly if not cancelled prior to the renewal date. 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 special discounted offers include a one-month promotional free trial of our LiveTech service. Information regarding the terms of this offer (including auto renewal and the Live Tech trial period) is provided in the online shopping cart before any personal information is entered or payment submitted. These terms are also included in your order confirmation email. We regret if you found the offer unclear in any way.
The Live Tech support subscription was renewed as scheduled on August 9th for $19.95. The subscription was cancelled per your request when you contacted customer service on August 10th. No refund was issued as that time as the terms of your purchase states that monthly and annual subscription fees are not refundable.
While we strive to stay within advertised guidelines for consistency, as a gesture of goodwill and an exception, the $19.95 August 9th renewal fee has been refunded.
Your iolo System Mechanic Standard 1-year license remains active and is scheduled to renew June 4, 2026.
Rest assured your LiveTech 24/7 Technical Support subscription remains cancelled,?and nothing further will be billed to you for that subscription. If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.Initial Complaint
Date:08/15/2025
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 was charged $84.95 without my consent.IOLO (**************************) is a complete scam! Their software is garbage that slows your device, but the real fraud is the endless hidden charges, overpriced auto-renewals with zero notice, and fake virus scare pop-*** (especially targeting iPhone users) just to trick you into calling so they can sell more useless junk. Once they have your card details, they WILL keep charging you no matter what you say. Customer support is nothing but a sales trap. This is the most unethical company Ive ever dealt with avoid them like the plague!Business Response
Date: 08/22/2025
*** *****
*********************
Date: 8/21/25
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.
We regret to learn you were not pleased with the iolo product you purchased or customer service you received. We would like the opportunity to address your concerns more specifically. Unfortunately,although there are several accounts under the name *** ***** the last transaction for any of those accounts was December 2024. Also, we have been unable to locate any of these accounts that matches the information you provided in this complaint.
If there is a different email address that was associated with your purchase or address you can provided please submit via the BBB Rebuttal process to allow us to research and address your concerns fully.
Thank you for your patience and understanding and we look forward to your reply.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:07/28/2025
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 6/27/2025, I purchased a 1 year subscription to iolo System Mechanic Standard 1-year. I was told to call a phone number to activate it. The man who I spoke with tried to upsell the product a premium one, which I declined. I was offered a trial of 24/7 tech support for a month free, and ***** monthly after. I declined it and stated I did not need or want this service. I repeatedly stated this to the very aggressive customer service person. A month later, I am billed for a service I REPEATEDLY DECLINED, I emphatically stated I only wanted the System Mechanic, to evaluate, before I committed to anything else. I called, and at first I was given an excuse to not refund me. I made it clear I would dispute this fee with my credit card company, and they would absolutely refund me, because not only did I not authorize this fee, I emphatically declined the service. Only at that point was the refund given. I am NOT happy with my paid product. It is absolute nagware, it pops-up repeatedly to remind me to run it, disrupting what I'm doing, freezing up my PC/browser. I would think that being a program I PAID for, I wouldn't be nagged, but no, you have to pay for the premium version for that, or so I was told. You lost a customer, I told the agent I will be cancelling my renewal of System Mechanic as well, because I absolutely HATE IT. I could handle it popping up ONCE a day, but multiple times is completely unacceptable. This is NOT the way to encourage customers to upgrade, well, at least not me. I dislike upselling, nagware, etc. While I am getting the refund, because I threatened to report the disputed amount with my credit card, I should never have had a program I specifically said I did not want, forced upon me. It's a sneaky tactic iolo uses, and then they give some bs about it being included, and having to cancel before the free trial is up. But I declined the free trial from the get go. If I was told I had no choice, I would have canceled System mechanic then.Business Response
Date: 08/04/2025
***** ******
59 ******* Dr *************** DE 19720
Date: 8/4/25
Complaint ID: ********
E-mail: ***************************
Dear Ms. *******
Thank you for contacting us through the Better Business Bureau. 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 took advantage of a special online offer of 1-year iolo System Mechanic Standard license on June 27th. This offer was 50% off the regular price and included a one-month promotional free trial of our LiveTech 24/7 technical support service, which would renew monthly at the cost of $19.95 if not cancelled prior to the renewal date. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart prior to any personal information being entered.
A review of your call that same day reflects that you were offered an upgrade to our System Mechanic Ultimate Defense but when you declined the offer the customer service agent reviewed benefits of the offer you had already purchased; including an explanation of the Live Tech 24/7 subscription, encouraging you to take advantage of that technical support service when needed since it was a part of your initial purchase. No additional products, services or upgrades were added to your account. We regret if you found the System Mechanic Standard with LiveTech trial offer you purchased online unclear in any way and sincerely apologize for any miscommunication or misunderstanding that occurred when you called.
On July 27th the Live Tech 24/7 support service renewed as scheduled for $19.95. That same day the Live Tech 24/7 subscription was cancelled, and a refund was issued as an exception to our advertised terms of the offer which states monthly and annual subscription fees are not refundable.
Rest assured the Live Tech 24/7 subscription remains cancelled; you will see no additional monthly fees for this technical support service. But please be advised that your iolo System Mechanic Standard license remains active and will be renewed automatically on May 23, 2026, at the current regular price if not cancelled before that date by contacting customer service.
If you need further assistance or have additional questions,please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 08/04/2025
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.Only because I pushed the issue and emphatically stated I had zero interest or need for the support service. Had I not, I would have been stuck with a fee I never authorized, for a service clearly stated upfront, I was not interested in, and was never informed that it was forced on me as part of the product I paid for. There also was no "shopping cart", I responded to a pop-up offer through my Super Anti Spyware Free Edition, and the download link was there, with the phone number after to contact customer service to activate. It was only after I called that I got the upsell offer and told of the 24/7 tech support, which I immediately declined. But I will be cancelling the System Mechanic Standard as I am very dissatisfied with the program, as I stated previously, is it absolute nagware that pops-up repeatedly throughout the day, freezing my PC. I probably won't even wait the year, as I hate it that much, and seriously regret ever purchasing it. You've lost a potential customer because your business practices are deceptive. I don't do business with entities I consider dishonest and unethical. I noticed you didn't address my complaint regarding the program I did pay for. That tells me I am making the right choice, and this complaint serves as a warning to others.
Sincerely,
***** ******Initial Complaint
Date:07/21/2025
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 business scammed me by going in circles when I would ask for my Money back. I was on line to do a different purchase and they switched me to theirs. I thought I could explain it, but they kept going in circles and no refund. I have now told BBB so this will not happen to anyone else. Its not a lot of money, but someone else could get scammed like me, and it is not right.Business Response
Date: 08/04/2025
****** *****
******************
Date: 8/3/25
Complaint ID: ********
E-mail: ***************************
Dear Ms. ******
Thank you for contacting us through the Better Business Bureau. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We sincerely apologize for any miscommunication when you contacted us about the unintentional purchase of a System Mechanic Ultimate Defense 1 year license with ********************** LiveTech 24/7 Technical Support. We make every effort to be forthcoming regarding our promotions and offers for Real Defense via our website. We regret if you found the offer unclear and any frustration this experience may have caused.
The license and technical support subscription were both cancelled on July 14th per your request. The $33.95 cost was refunded via a payment reversal (chargeback).
We appreciate your feedback as we strive to provide only the highest quality products and service. Your System Mechanic Ultimate Defense Software and Live Tech subscription remain cancelled,?and nothing further will be billed to you.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:07/11/2025
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 keep receiving notifications on my computer that i have registry issues and they say that they want to charge me ***** to fix this is coming from a company called iolo affiliated with ** i had ********* support check my computers and said there were no issues with my computer when this company is telling me i have 37 different issues with my computer i am receiving these notifications 10 times a day and cannot stop it this has been going on for the past month i investigated further and found the company name is real defense i called them and they said they cannot do anything about it its not there department no accountability from anyone how do i solve this annoyanceBusiness Response
Date: 07/16/2025
****** *******
***********************************************************************************
Date: 7/16/25
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.
Unfortunately, we have been unable to locate an account or any past orders in your name with the information provided in this complaint. That is why our customer service team was unable to assist you.
There could be several reasons for the notifications, one possibility is that they are tied to a possible phishing or scam attempt from a third-party not associated with iolo,Real Defense or HP.
If you have access to a technical support service (you mentioned using ********* Support) we recommend contacting them to see if the source of the notifications can been identified and blocked.
We appreciate your understanding in this matter.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:07/09/2025
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.
On June 10th I received an email reminding me that my software subscription would be renewed automatically for $38.83 (US). On the 12th I received an email that said my subscription was renewed for $89.20 (**). On June 17th I called the company regarding this discrepancy. The first call was passed up the chain several times, until it was ignored. I called again, and rather than try to help, the person I spoke with tried to justify the difference, or attempted to offer me another "deal" that would have involved a three year term and more money. It took a bit of talking on my part, but they agreed to cancel the previous order, and proceeded to place a new order for a price I agreed to. I was told they would reimburse the previous charges, but that it would take 5 to 7 business days before it showed on my statement. It has now been 17 full days and I have not received the refund. My issues with this company are many: firstly, they outright lied about billing amounts. Secondly, I have not been reimbursed the initial charges. Rather than my money working for me, it remains with the company and is working for them. Thirdly, I am out a substantial amount for contacting them by phone. Please note that had they honoured the initial renewal agreement there would have been no reason for me to contact them....instead, 2 phone calls (to a contact number I mistakenly believed was toll-free) totalling almost an hour has meant an additional cost of $78.38 in long-distance charges. I have emails and credit card statements from a number of previous years that show the company operating in good faith and delivering as advertised/promised. The grief of attempting to renew this year has led me to believe the company is now working a scam and is only interested in taking as much money as possible from those who have previously been loyal customers.Business Response
Date: 07/16/2025
***** *****
******** AB T2A 7X2
Date: 7/14/25
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.
We regret any misunderstanding regarding the renewal fees for your System Mechanic Ultimate Defense Whole Home license. Our advertised policy and terms do state that System Mechanic Ultimate Defense will auto renew at the then current price. We do often email current customers discounted offers prior to the renewal date which include a link to take advantage of the discounted offer.
The new System Mechanic Ultimate Defense 1 Year Whole Home license your purchased for $31.98 USD will automatically renew in ******************************************************************************* change the subscription prior to the renewal date.
A refund of $84.95 USD has been issued for the renewal fee billed on June 12th. We regret to learn that the initial refund request was not processed correctly resulting in the delay and would like to apologize for any frustration that may have resulted.
Rest assured, your experience has been reviewed and will be used to improve our service going forward.
Sincerely,
****** *.
Contact Center Operations Director
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