Complaints
This profile includes complaints for RealDefense LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 172 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:01/30/2023
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 bought Super Anti Spyware last year. But they did renew and charge my credit card without any notice. I did not want to use them this year.
Business Response
Date: 03/13/2023
Hello,
Thanks for writing in. Unfortunately, we wouldn't be able to assist as SuperAntiSpyware is now owned by Real Defense LLC. I have forwarded the issue over to them to assist. Here is the contact info for that team as well.
General SUPERAntiSpyware Support - **********************************
Billing Inquiries Only - ************
Thanks,
Support.com
Business Response
Date: 07/25/2023
Hello and apologies for the delay. We will process your refund ASAP.Initial Complaint
Date:01/28/2023
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.
1/28/2023 was charged for technical assistance for software I do not have or use. Upon examination, I see that my Paypal account has received prior charges that I did not authorize as well.Business Response
Date: 07/25/2023
Hello and apologies for the delay. We will process the customers refund ASAP.Initial Complaint
Date:01/21/2023
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.
Bad Customer service. No where to cancel. No response to my email, No connection when I call and when I try to do the online chat it takes me to FAQ. I purchased the software and t=it had free tech service for one month. I asked ****** to cancel and because they charged me and she said she would do it. Then next month they charged me again. There is no way to cancel, before I could do it in the app. I banned the company from my payment account and banned their emails.. So frustrating and I never had this bad of an experience with any software or other service I purchased.Business Response
Date: 01/31/2023
Business Response /* (1000, 6, 2023/01/29) */
Hello, the refund has been processed. Customer should have gotten a confirmation from our customer support department, thank you.
Consumer Response /* (2000, 8, 2023/01/28) */
Refund received on January 28, 2023. Thank you BBB. But I will still not buy from this company again as they have no access to cancel and they do not respond. Really bad customer service.Initial Complaint
Date:01/19/2023
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.
Date of transaction 1/19/2023 Charged $21.15 I always set my auto renewal to off and even received an email from the company saying I wouldn't be charged but was still charged.Business Response
Date: 01/29/2023
Hello, the refund has been processed. Customer should have gotten a confirmation from our customer support department, thank you.Initial Complaint
Date:01/17/2023
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 was billed by this company (Iolo) on Jan 17, 2023 for an additional service I did not order. Previously on Dec.17, 2022 I made an online purchased of a two year subscription ($79.90) to their "System Mechanic" computer maintenance software. A month later I was billed ($19.95) for a 24/7 live tech service I had not requested. Later I found out this was a monthly charge which totals $239.40 a year. When I contacted the company the rep said that when I made the original purchase there was on option to decline this live tech service. I did not see any such option to purchase an additional product.. If it was there it must have been in fine print or otherwise not plain to see as was the $39.95/year cost of the product I was purchasing. Also if an option box was there it should not have been checked by default but the opposite. The rep agreed to cancel the live tech service but not to refund me the $19.95 charge. I asked her why would I buy a product for $39.95/year only to discover a month later I was purchasing an addition product for $239.40/year that far exceeds the price of what I was buying . Furthermore I told her this was not a good way of doing business even though I didn't blame her personally. I feel I should have been refunded the $19.95 and that their business practices were deceptive at best if not actual fraud. In my view I clicked onto an add to purchase a product and was tricked into buying another more expensive product.
-The order ID for this transaction was********
- Iolo is the name of the company which is owned by RealDefense, LLC based in Pasadena, CA
- The product name is System MechanicBusiness Response
Date: 02/01/2023
Business Response /* (1000, 5, 2023/01/29) */
Hello, the refund has been processed. Customer should have gotten a confirmation from our customer support department, thank you.
Consumer Response /* (2000, 7, 2023/01/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received a refund. Thank you.Initial Complaint
Date:01/13/2023
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.
On January 13 2023 I received an email that I was charged for a subscription to the iolo system mechanic program, this was supposed to have been canceled months ago. I contacted the company for a refund and they issued for the base price of 49.99 and not the tax that was charged claiming that they can't refund that. any time I have received a refund from any other company the full amount is refunded.Business Response
Date: 01/31/2023
Business Response /* (1000, 5, 2023/01/27) */
Hello,
I will contact our customer service department to make sure your cancellation and refund are processed ASAP.
Consumer Response /* (2000, 7, 2023/01/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the full refund from the company. It's good to know that they are going to speak with the department regarding the issue.Initial Complaint
Date:01/03/2023
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.
Please refer to file, "***********************************" for main information.
Thank You,
******************************Business Response
Date: 01/31/2023
Business Response /* (1000, 5, 2023/01/29) */
Hello, the refund has been processed. Customer should have gotten a confirmation from our customer support department, thank you.
Consumer Response /* (2000, 7, 2023/01/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:12/30/2022
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 bought a one year application for my pc. But you started to chargeme monthly 19.99$ USD for a live tech assistance which I never asked or requested.you have already withdraw 3 times 19.99$ from my credit card.IBusiness Response
Date: 01/29/2023
Hello, the refund has been processed. Customer should have gotten a confirmation from our customer support department, thank you.Initial Complaint
Date:12/20/2022
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 December 18th at 3:17am my system mechanic pro software auto-renewed for $55.94 (order #******* ). I called and spoke to a *********************** around 12:05pm on December 18th, just a few hours after the auto renew. While on this call, I stated I wanted to cancel, and right away he went in sales mode and started saying how important it was to keep it before I could even get out that I no longer have a computer. Once I was able to state I no longer had a computer he suggested I keep it for any family members who may need it and tried to upsale me even though I clearly had no use for it. I kept saying I just want to cancel it and receive a refund, eventually he complied and canceled it, and I thought he refunded as well. However, this morning I saw that the charge for this service posted in my bank account as a charge. This is not the first time I've had to deal with their customer service over the phone, as I got a mysterious "live support" charge about 10 months ago and had to cancel that. The sales lady did a similar thing where she wouldn't let me cancel for a period of time and just tried to make me keep it and sale me other things. This company's practice is pretty questionable how they make you call to cancel, and then don't honor customers request to do so right away. We don't always have 30 minutes to listen to sales pitches when we just want to cancel and get a refund.Business Response
Date: 03/15/2023
My apologies for any inconvenience you may have experienced. I will make sure you receive your refund.Customer Answer
Date: 03/16/2023
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:12/14/2022
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 11/12/2022 I purchased a one year license for Iolo System Mechanic Ultimate defense. I have purchased and used this product in the past and have been happy with it. On 12/12/22 I received a charge from Iolo for 24/7 tech support which I have never purchased or even intend to use. When I contacted a representative they said that it was included for one month free with the subscription to system mechanic and then renews monthly at $19.95/month. I asked them to cancel this and refund my money which they said they could not do. They also do not offer the ability currently to manage your subscriptions on the iolo website. Be careful when buying things from Iolo. You will think you are buying one service and they will charge you for others that you do not want.Business Response
Date: 01/13/2023
Consumer Response /* (2000, 6, 2022/12/22) */
The company e-mailed me and said that they would issue a refund.
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