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.
- 52 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/28/2023
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.
You offer extremely bad ***************** There is nowhere to see any contractual arrangements made and nowhere to cancel your services. I purchased the software which was on offer with free tech service for one month. I have now been charged $49.95 for a service I neither wanted or signed up to. I was advised this payment was an autorenewal. I requested to see my contract as there is no facility online to view or cancel - this was met with non compliance. There is no informed consent to continue taking funds. There is no email advising in advance that you intend to take funds. You have therefore - illegally removed money from my account - based purely on a presumption of service user needs ..not consent. Please return my funds
Business Response
Date: 05/19/2023
Hello,
We apologize for the poor experience but I will make sure the refund will be processed right away.
Initial Complaint
Date:04/28/2023
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 a retired 85year old guy who does not own a business. I have no idea where this order came from.Business Response
Date: 05/19/2023
Hello!
We will look for and refund ****'s order.
Initial Complaint
Date:04/28/2023
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 $19.95 for "iolo ******** 24/7 Technical Support (1 PC)" that I did not want and had already cancelled. After contacting a very rude customer support agent, they told me they would not issue a refund.The business refused to issue refund, and as so many other complaints have put it, they're not allowing ** to cancel.I want my $19.95 back through Transaction ID: 4T2727049T845505L via PayPal.Business Response
Date: 05/19/2023
we will make sure the customers refund is process and subscription is cancelled.Initial Complaint
Date:04/28/2023
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.
**** tried the system defense software just to find out they will bill you monthly for tech support. I had no knowledge of this automatic charge nor wish for the service. I called iolo to cancel the tech support option. I put a stop payment on the banks end and hopefully won't get billed again for tech support. IBusiness Response
Date: 05/19/2023
We will refund and cancel the subscription for this customer.Customer Answer
Date: 05/20/2023
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:04/27/2023
Type:Status:UnpursuableMore 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 bought "System Mechanic" software and made sure to disable the "Auto Renewal" option. One month later, this company attempted to fraudulently charge my credit card for a completely different service [ $19.99 for "24/7 Live Tech Support" ] and submit it as a AUTO RENEWAL charge hence PayPal refused to act seeing how it looks like a legitimate charge!Ultimately, I had to have my credit card company re-credit the charge to my account and place a BLOCK against this vendor for 15 months! To stop PayPal from attempting to re-charge my credit card, they also issued a new card!This company is clearly taking advantage of a serious flaw PayPal has when processing payments. In case your not aware of this fact, PayPal will automatically configure your account for AUTOMATIC RENEWAL PAYMENTS for online merchants hence this allows this particular company to submit fraudulent "Auto Renewal" charges while seeming to be legitimate hence the reason PayPal refuse's to resolve the issue because it's ultimately their FAULT for allowing it!If you're smart, you will avoid RealDefense LLC and it's software due to fraudulent billing practices. Trust me folks, it's not worth the hassle and this seems to be a fraudulent pattern on their part!Business Response
Date: 07/25/2023
We apologize for the delay and I will have a customer service agent contact ********************!Initial Complaint
Date:04/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased Systems Mechanic Thru IOLO the company online purchase. I was only wishing to purchase the 1 year of System Mechanic and they added without my signature or approval another product the 24/7 technical support for $19.99 per month after first month free they start charging you. They did this by covertly adding it to my purchase... It WAS NOT obvious, I would never have purchased this... So I was charged for 3 months of tech support which I did NOT use or want. I am a technical person so there is NO need for that!!!! They will NOT refund my money. I did not catch this until 3 months later. This is a very unscrupulous way to do business. Now that I know they are dealing with there LONG term customers this way (more than 15 years a customer) I will have nothing to do with this company. Please see if we can get them to Pay the balance of what they owe me! I was able to get 1 month refunded. So 2 months of service that I did not use is due me! I was SCAMED Thank you very much!! ***********************Business Response
Date: 08/01/2023
We apologize for the customer's experience and will process a refund asap.Initial Complaint
Date:04/07/2023
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 have used this software for well over 10 years. for maybe the last 1.5 years when you add time to your service then sneak a 24/7 tech support in for "free" that then starts charging you $19.95 a month. They will only refund the last 30 days regardless of you wanting the service. This company is a scam and I will no longer EVER be using their service again. The service is automatically selected whenever you renew or extend service so if you aren't paying attention, you will receive the service even though you don't want it. Consumers BEWARE of this company!Business Response
Date: 04/17/2023
Hello,
We apologize for the customer's experience and we will refund their purchase as well as look into the case.
Initial Complaint
Date:03/29/2023
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.
Feb 10 2023 March16 2023 I asked to cancel this account before auto payments went through. I want Feb ***** and March ***** refunded. Part of a chat transcript: Sat 3/18/2023 12:22 PM Chat transcript Name: *********************** E-mail: xxxx ******************* Sat, 03/18/23 12:01:13 pm *******/******* Hello. How may I help you? *********************** 12:01:26 pm have tried twice to speak to someone in your office concerning cancellation of *********** services. I tried canceling on February 10, you would not cancel. I called on Feb 17th you would not cancel but said a technician would call me, you would create a ticket, and after making sure my computer was ok I could cancel the service or get 60 days free. I stated I just wanted the service cancelled. Your rep responded that we had to go through the process first. No one ever called me and my service was not cancelled as requested. I called to cancel on March 1, again explaining the problem No one would help us, cancel or refund. ******************* 12:01:35 pm Hi! Thank you for reaching *************. My name is ****. I'll be more than happy to assist you today! NO one ever helped. I told them that I would report them to authorities, they terminated the call. I called in and asked for their legal department number, they gave me the number to tech support. They refused to help me or refund me in any way. Service did not work as promised and I didnt want to keep it after having it. I was promised that I could cancel if I was not satisfied before money came out from trial period over. They lied. I WANT REFUNDBusiness Response
Date: 03/29/2023
We apologize for the inconvenience! I will have your refund processed right away.Customer Answer
Date: 04/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:03/28/2023
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 paid online. Instead of automatic activation code, you get a number to call to activate it. I called , I got some random numbers which was not an activation code I called again .... now the guy at the other end requested permission for remote access to my computer, which I declined Then he promised to escalate it. Next, I get a code which was the code of my last purchase two years ago. Then apologies,and promise to escalate. I call again , another code , which turned out is the same one I got from the prior employee. Then, he requested remote access, again I declined. Next , he escalated to the tech team . Someone there was full of apologies, again could not fix things and was going to refer me to IT support. I gave up. Finally, I got a 400 dollar bill on my next phone bill as the number they gave me to call was not a toll free number. So ended up paying ***** for an anti-virus software for which I never got an activation code and paid 400 dollars to my telephone company chasing down Real Defense companyBusiness Response
Date: 08/04/2023
I have forward the customers complaint to our call center for investigation.Customer Answer
Date: 08/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:03/28/2023
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.
Transaction date 02/26/2023 online and phone call **************.I paid for software, but to activate the software I had to call the number.The salesperson said there was a subscription fee. Online website had no mention of additional fees. The salesperson tried to sell the subscription in different variations and would not allow me to reject their offer or cancel the software due to bait and switch. I removed the software for it was mandatory to have internet access.Calling their support number, ************ had me select an account management located in ****. All that did was automated sales pitch for over 10 minutes. I hung up after 10 minutesBusiness Response
Date: 04/14/2023
***************
*********************************************************************
4/14/23
Complaint ID: ********
**************************
Dear ************,
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 indicate that on February 6, 2023, you purchased a license for our System Mechanic Ultimate Defense; this purchase included a 30-day free trial of our ******** 24/7 Technical Support, which would renew at the regular monthly price at the end of the trial period unless cancelled.
We regret to learn that you encountered any difficulty in calling us, as the number provided in your complaint narrative has been tested without issue.
A refund of $19.95 was issued for your ******** charge on March 27, 2023, at which time your subscription was also inactivated.
Your account is 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: 04/27/2023
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,
***************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.