Complaints

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

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• 

  RealDefense LLC

  150 S Los Robles Ave Ste 400 Pasadena, CA 91101-4675

  
• 

  RightHand IT

  4770 Baseline Rd Ste 200 Boulder, CO 80303

• 

  Sammsoft

  23316 NE Redmond Fall City Rd Ste 667 Redmond, WA 98053

• 

  Support.com Inc

  4325 Commerce st. ste 111-422 Eugene, OR 97402

• 

  Sammsoft

  336 228th Ave NE Ste 301 Sammamish, WA 98074

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:03/24/2023

  Type:Service or Repair 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 buying yearly software subscription from Iolo. Wasn't very satisfied and decided to let it expire. Received email informing me of renewal charges of $****. I called company and cancelled service. Approximately 3 weeks later received.credit card statement showing **** charge. I called and was told service was cancelled but this is separate charge from purchase made on website. (which I didn't make). She said since this was made on website she was unable to cancel charge and if I didn't make the purchase, someone must have hacked my account which I find ridiculous. I have contacted credit card company and am disputing this charge. I think these people are scammers. Thank you.

  

  Business Response

  Date: 04/14/2023

  *********************
  106 ***********
  *****************, ** 64834
  
  4/12/23
  
  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 25, 2023, your license for our System Mechanic Ultimate Defense was renewed as scheduled, at a total cost of $8.98.
  
  We regret to learn that our service did not meet your expectations.
  
  In an effort to fully resolve the matter, a full refund for your System Mechanic Ultimate Defense renewal on 2/25 has been issued, in the amount of $8.98. Please allow 3 to 5 business days for credits to post.?
  
  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?Director

• Initial Complaint

  Date:03/22/2023

  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.

  RE: Iolo System Mechanic Ultimate Defense Renewal 1-17-2022 Renew 1 year, Ver. 22.5.2.145 expired 2-8-2023 1-17-2023 Renew 1 year Should expire 2-8-**** $31.98 Charged for a renewal that never worked. Re-Activate result no response 3-6-2023 Help 1 986-624-892, USTECH Support ********* refund for the 1-17-2023 renewal - past the 30-day purchase date.**** offered upgrade with Live Tech support (did not want Live Tech).Then, **** offered a free upgrade* - I assumed for the $31.98 renewal fee.**** Remote Assistant checks. RE-ACTIVATE showed System Mechanic AND Live Tech. Total cost $283.39. - not a free upgrade - it is an unethical rip-off. I did not do RE-ACTIVATE.3-9-2023 Help 2 This **** said, The 1-17-2023 renewal should have worked automatically, and the record shows a 2014 expiration date. Phone disconnected setting up remote assistance. The **** did not call back.Later: rebooted, started System Mechanic, RE-ACTIVATE error - Could not import because an end of file was encountered.After a few OKs, it updated to System Mechanic23, v. 23.1.0.7. Clicked RE-ACTIVATE result - no response.3-10-2023 Help 3 **** said IOLO was having problems. While setting up remote assistance , the **** had to attend to something else (kids noise). He said he would call back, but never did.Used this software for years. No problems until now. If Iolo would have properly processed the 1-17-2023 renewal, none of this mess would have occurred. No refund after 30 days would not have occurred. Obviously, Iolo does not intend to fix the problem even though the second **** said their record showed a **** expiration date. I want a full refund for the 1-17-2023 ($31.98) renewal. Also, not fixing a problem appears to be an unethical way to push sales of Live Tech. see Help 1. I checked a few Consumer Complaint Sites - similar unethical and/or possibly illegal practices.

  

  Business Response

  Date: 04/12/2023

  *************************
  PO Box 31
  **************** 47564
  
  4/11/23
  
  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 January 17, 2023, your license for our System Mechanic Ultimate Defense was renewed as scheduled, at a total cost of $31.98.
  
  We appreciate the feedback youve provided about your experience when calling us,and regret to learn that our service did not meet your expectations. We apologize for any frustration which resulted.
  
  In an effort to fully resolve this matter, a full refund for your System Mechanic Ultimate Defense renewal has been issued, in the amount of $31.98. Please allow 3 to 5 business days for credits to post.?
  
  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?Director

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair 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 been a customer of ********************** System Mechanic for many years. On 11/15/2022 I renewed my subscription. My invoice shows the renewal charge and a charge of $0.00 for Iolo Live Tech 24/7 support. I did not want the support.. In December they charged me for support. I called and they said that they would cancel the support. Today(3/13/2015) I received an email that I would be charged for technical support. I called and told them that this issue was resolved in December. I do not want technical support. They continued to try and sell me support. They implied that I could not cancel support. He seemed to be reading a prepared script and I was not suppose to interrupt him. So much for a conversation. I said that if that was the case they could cancel my subscription. He immediately cancelled my subscription and told me that it was paid until some date in January ****. I was told that I no longer have access to the software and there will be no refund of the 10 months that remained on my 12 month subscription. This appears to be a total scam as I noticed other complaints on your site saying the same thing. I do not know what has happened to this company as it use to be an honest business. Now it is a completely untrustworthy organization.

  

  Business Response

  Date: 08/01/2023

  Hello, we apologize for the experience ************* had with our call center and I will have them refund his order asap.

• Initial Complaint

  Date:03/10/2023

  Type:Billing 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 paid for the System Mechanic Ultimate Defense for the last 4 years and counting. All of a sudden I started noticing $19.95 a month being withdrawn from my bank account for ********************** Support Maintenance. When I called the company all I get is the run around with them saying "we will stop payment." I never use online support. They are using this hidden fee to make money, and not disclosing it with their customers.

  

  Business Response

  Date: 08/01/2023

  Hello, we apologize for the customer's experience and will issue a refund ASAP.

• Initial Complaint

  Date:03/09/2023

  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.

  On 2/5/23 I answered an offer from Iolo System Mechanic for 60% off to add time to my current subscription as I've done many, many times over the years. I used a credit card and received a 2 confirmations of my order, one for support only and the other the Order detailing the charge with 60% discount my card was being charged. It also listed Iolo LiveTech 24/7 Technical Support (1 PC) at no charge. This item was not included in the original offer I accepted, nor did it come with any explanation. It was free and some sales gimmick and I didn't think more of it. On 3/5/23 I was charged $19.95 for a subscription renewal of the LiveTech 24/7 Technical Support (1PC) which I never agreed to. It was crammed to my regular Iolo System Mechanic renewal without any explanation...it was an unexplained line item on the receipt. I will admit I never saw the renewal reminder sent to my email on 3/3/23 saying $19.95 was going to be charged to my credit card. Only saw this in Iolo email folder after the charge. Still they had no right to do this. I never purchased or agreed to this offer. I did not authorize this charge to my credit card. This is fraud. I contacted Iolo customer support by email on 3/5/23 and received no action on my refund request.

  

  Business Response

  Date: 08/01/2023

  We apologize for the customer's experience and will look into a refund ASAP.

  Customer Answer

  Date: 08/01/2023

   
  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.

  They have already responded and refunded the requested amount.   I am completely satisfied with the outcome.  There is no

  further actions necessary
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair 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.

  After a number of popup ads from Iolo Corporation for their product System Mechanic Ultimate Defense for $23.98 I paid this amount on 1/30/23 to Iolo, reference number ****. On Friday morning, 3/3/23 I noticed an item from Iolo Corporation for $19.95 was being processed on my credit card. I went to the IOLO cite looking to access my account and found that there was no access to do that but had to use Live Chat. There I requested to know what the charge was for and was told it was part of my payment for a tech service that was attached to my extension of time for a year for an additional $239. I informed agent that I had not ordered this service, did not use it nor did I intend to. I was told that that service would be cancelled and I would receive an email detailing cancellation that was never sent. Later that morning I telephoned company to affirm that this service would be cancelled and the $19.95 charge would be refunded - neither an email or refund has occurred. The pop up ad from Iolo never clearly indicated this additional charge. As several other people have recently lodged same complaint, this to me was intentionally done as a bait and switch operation to catch the unwary. It may well be targeted at seniors as I am 81 myself, but do watch daily what is being posted to my credit cards.

  

  Business Response

  Date: 08/01/2023

  We apologize for the customers experience and will have our call center issue a refund ASAP.

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair 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 requested that system mechanic auto renewal be removed spoke to representative *********************** via chat communication two weeks prior to 3/1/23 they took *****. He said that he stopped live something for ***** but I didnt ask to have system mechanic stop auto renewal. Told him this was for a work pc and I could no longer have the software on my computer at the time when I did the cancelation.

  

  Business Response

  Date: 07/25/2023

  Hello and apologies for the delay. We will process the refund and cancellation for the customer ASAP and are sorry for any inconvenience.

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair 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 bought a subscription to System Mechanic Pro for 1 year, as I usually do. This time apparently there was another service tacked on that is charging me $19.99 monthly for "Live Support". I never purchase nor need Live Support. I find this to be a very deceitful practice and a waste of precious time and money.

  

  Business Response

  Date: 07/25/2023

  Hello and apologies for the delay. I will have live tech refunded and canceled for the customer and apologies for any inconvenience!

   

   

  
  

• Initial Complaint

  Date:02/25/2023

  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.

  I made a purchase of the System Mechanic Ultimate. I didnt want nor did intend to purchase 24/7 live. Theyre claiming I bundled the service which is not something I would do. Iolo system mechanic is one mistake I keep coming back to believing in their marketing scams and lies. This is and will be the last time I will ever purchase their Trojan horse. They charged me $19.95 monthly for a service I didnt need, want or even purchased knowingly. I checked 2checkout to get a history of my purchases and nothing I couldnt find any purchase records. I messaged them since no one pick up the phone and they said I bundled which I wouldnt have done or authorized. I am seeking a full $119.70 refund and to make sure System Mechanic ultimate is never renewed. I dislike the pop up ads, the slow scans, the fact my laptop isnt any better and the unbusiness like practices of hiding fees and purchases plus blowing up my laptop and email with ads and spam like marketing.

  

  Business Response

  Date: 07/25/2023

  Hello and apologies for the delay! I have request a refund and cancellation for live tech. Sorry for any inconvenience.

• Initial Complaint

  Date:02/21/2023

  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.

  On 12/28/2022 I made three orders for software. Order # ******* for $203.42, # ******* for ******, and # ******* for ***** for a total of $508.36. I was told, as is written on their Web Site, that there was a 30 day period that I could ask for a refund. I called on 12/30/2022 and requested a refund. I have the e-mails informing me that the orders were cancelled. I have called several time since then. Told they would e-mail me back in two days with info about what was wrong. No e-mails, no refund. Last time I called ******* and he gave me ticked #****** for the refund request, and told me he would check on it right away. Again, nothing.

  

  Business Response

  Date: 07/25/2023

  Hello and apologies for the delay. We will process your refund ASAP.