Business Profile

Computer Software Developers

RealDefense LLC

Complaints

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

Customer Complaints Summary

173 total complaints in the last 3 years.
53 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/24/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled my subscription and was still charged. I am requesting a refund.
Business Response
Date: 10/27/2025
Hello *******,

Thank you for reaching out. I'm sorry to hear about you were billing despite cancelling, but I'm happy to assist you with a resolution. As such, I've contacted the support office to process your refund.

Please allow me some time, but I will follow up here as soon as I have more information for you.

Best,
***** *.
Reputation Manager
Customer Answer
Date: 10/30/2025

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:10/21/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was auto-renewed without any warning on 10/14/25 for a product called IOLO SYSTEM MECHANIC for $74.32. I didn't want, nor would I ever use any product from this company, as they have, in my opinion, very questionable and untrustworthy business practices. I'm a disabled senior citizen on a fixed income and watch my finances very closely. I utilize tools like Rocket Money and Experian to monitor things and avoid surprises. I do not believe I ever signed up for auto-renewal for a product that I've never used, nor ever planned to use. I canceled this so-called autorenewal immediately after being made aware of it, and also requested a refund at that time. I'm very upset by the unprofessional response by this company and wouldn't recommend that anyone do business with them.
Business Response
Date: 10/27/2025
Hello *****,

I'm sorry to hear about your experience. I understand how upsetting it can be to be charged unexpectedly, especially if you didnt plan to renew or use the product. While our annual renewal process is outlined during purchase, I'm sincerely apologize if this wasnt communicated clearly in your case.

I'd like to offer you a refund as a resolution. Please allow me some time to meet with the support team to process everything, but I will follow up with more details as soon as I have them.

Once again, I apologize for the inconvenience and frustration.

Best,
***** *.
Reputation Manager
Initial Complaint
Date:09/17/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have asked this company numerous times, via email, via phone call, and via website to stop emailing me, but I am being totally ignored and the problem still persists,. I want emails to stop NOW!!!!!!!!!!!!!!!!!!!!!!!
Business Response
Date: 09/22/2025
****** ******
*****************

Date: 9/22/25

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 regret that you have received unwanted marketing offers from our company. I have removed your contact information from our Real Defense/**** marketing databases. Please allow 3-4 weeks for these changes to take effect. We apologize that your previous attempts have appeared unsuccessful. It can take a few weeks for the unsubscribe request to stop all emails.
Sincerely,
****** *.
Contact Center Operations Director
Initial Complaint
Date:09/08/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a year subscription for system mechanic on discount, however in the fine print it also comes with a ***** reoccurring charge that I obviously was not aware of. I am sure it was somewheere in the fine print, however these hidden charges need to be more present at purchase, such as a link confirming you are willing to pay the monthly fee of *****. I am sure this is happening at an alarming with so many customers being blind sided. The email to my account with them is *******************
Business Response
Date: 09/17/2025
******** *****
*********************************************************************

Date: 9/16/25

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 apologize for any misunderstanding regarding the special promotional offer for an iolo System Mechanic Ultimate Defense license you purchased in March. This discounted offer included a one-month free trial of our LiveTech 24/7 ************************* which automatically renews monthly at the price of $19.95 if not cancel before the end of the free month.

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.
We regret if you found the offer unclear in any way.

Our records reflect that both your LiveTech support service and System Mechanic Ultimate Defense were cancel per your request on September 1st.

Although the terms of your purchase which state that monthly and annual subscription fees are not refundable as an exception a refund has been issued for the last ******** renewal fee charged on August 29th. Please allow 3 5 business days for the funds to post.

If you need further assistance, please contact customer service at?**************.?

Sincerely,

****** *.
Contact Center Operations Director
Customer Answer
Date: 09/19/2025

Complaint: 23824071

I am rejecting this response because:
I have been a customer for many years and in the past this never occurred, I feel that an exception needs to be made. You offered one month refund I would be content if you were to offer an additional month.
Sincerely,

******** *****
Business Response
Date: 10/03/2025
******** *****
*********************************************************************

Date: 10/03/25

Complaint ID: ********
E-mail: *************************************

Dear Ms. **************** appreciate the opportunity to respond to your concern. As a way to fully resolved this matter, we have issued a refund of the July 29th renewal fee charge. Please allow 3-5 days for the funds to post.

If you need further assistance, please contact customer service at?**************.?

Sincerely,

****** *.
Contact Center Operations Director
Customer Answer
Date: 10/08/2025

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:09/08/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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 Director
Customer 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:09/02/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Unauthorized charges $19.95/month since April ***** October Iolo charged me $79.95 for an unauthorized renewal; they refunded that charge, but now there are 5 new unauthorized charges.)Emails to/from Iolo uploaded
Business Response
Date: 09/22/2025
****** ******
********************************************

Date: 9/22/25

Complaint ID: ********
E-mail: ************************************************

Dear **********
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 on April *******, for a new 1-year iolo System Mechanic Ultimate Defense license for just $19.95. This special offer included a one-month promotional free trial of our LiveTech 24/7 ************************** which renews monthly if not cancelled prior to the renewal date.

We make every effort to be forthcoming regarding our promotions and offers for our System Mechanic Ultimate Defense software and LiveTech 24/7 service. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart before any personal information is entered.

The online offer 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 ***************** (Powered by USTechSupport) or via online chat, email or contact form. These terms are also included in your order confirmation email. 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.

While we strive to stay within advertised guidelines for consistency (which state that monthly and annual subscription fees are not refundable) as an exception refunds have been issued for the July and August monthly renewal fees of $19.95. Please allow 3 -5 days for the funds to post.

Your iolo System Mechanic Ultimate Defense Software license and LiveTech 24/7 Support subscription were both cancelled on August 19th. Nothing further will be billed to you. If you need further assistance, please contact **************** toll free at?**************.?

Sincerely,

****** *.
Contact Center Operations Director
Customer Answer
Date: 09/23/2025

Complaint: 23793496

I am rejecting this response because:
Your records are wrong. I DID NOT purchase anything from Iolo, on April 12 or any other time since I renewed in December of 2020.
I have no need for monthly renewing 'Live Support'... at $240 /year... for a product I haven't used in several years. I DID NOT agree to that.
This is the second time in less than a year that Iolo has made unauthorized charges against my credit card. I can't see this as anything other than intentional, fraudulent behavior.
I have explained all this to your 'Support' team; there's no need to go through it all again.

Sincerely,

****** ******
Business Response
Date: 10/28/2025
Hello,

I apologize for the frustration regarding your auto-renewal, as well as the inconvenience of making several attempts at a resolution. We try very hard to be clear in our terms and conditions about auto-renewals, but there is always room for improvement. Furthermore, I've noted your complaints and will take your request for a full refund to the leadership team.

Once again, I apologize for your poor experience and I'm here to help. Please allow me some time, but I will follow up with more information for you as soon as I have it.

Best,
***** *.
Reputation Manager
Customer Answer
Date: 10/29/2025

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:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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 Director
Customer 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:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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 Director
Initial Complaint
Date:08/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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 Director
Initial Complaint
Date:08/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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 forward
Business 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,

****** *.

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RealDefense LLC is BBB Accredited.