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: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.Initial Complaint
Date:12/13/2022
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.
On 13 DEC. 2022, RealDefense LLC / **** ****************************************************************************************** ***** ************ debited via paypal, $9.60 from my account stating an autopay was authorized. As can be seen from supporting docs, I requested and was confirmed cessation of autorenewal. On 13 DEC. 2022 I contacted IOLO support staff, transcript included in docs. support stated, un summery, no refund! The license that was included in the confirmation email has not been nor will it be activated. taking money from some one without authorization is illegal, I seek only to be refunded ant to be purged from any and all records of account at the aforementioned LLC.Business Response
Date: 07/25/2023
Hello and apologies for the delay in response. We will refund the customer and remove and data as appropriate.
Initial Complaint
Date:12/13/2022
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 November 13, 2022, I purchased the System Mechanic Software for my computer. I ONLY purchased System Mechanic and nothing else. It was a one-year subscription for a set fee. There was no mention of a monthly renewal for some ******** 24/7 subscription. On December 13th, 2022, I was charged an unauthorized amount of $20.95, for the monthly renewal. I did not authorize this charge. I am seeking a refund of the $20.95 that was charged to my account.Business Response
Date: 03/15/2023
We apologize for the inconvenience. 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:11/24/2022
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.
For the last week I have been trying to extend my System Mechanic Ultimate Defense subscription through adds that appear on my computer when I run the program. The first one was for 1 year at $23.98 and today 1 year at $9.95. I have tried to use 4 different credit cards from 2 different banks. The banks have no record of any charges being declined on any of my cards. One customer service rep claimed I was locked out because I had tried to many times and said he had reset my account and I wouldn't have any more problem, but I still do. Three other service reps told me that that offer was not available over the phone, but they could offer me an upgrade for ONLY $139. I don't know if this is a SCAM or the old BAIT AND SWITCH game. They could not give me a number to call or let me speak to a supervisor to resolve the online offer problem. All I want is the offer they are making online. If their software wasn't the best in the business I wouldn't have wasted all this time. I think the main problem is they are using a third party billing company since most of their reps can barely speak English and have little to no authority to do anything.Business Response
Date: 12/01/2022
I will have a support agent look into this and contact you on extended for the price you were advertised. Sorry for the inconvenience but we will take care of you!Customer Answer
Date: 12/28/2022
This case has not been resolved, you said they had until 12/25/2022 to respond, so I waited until then. I have not had any responses or contact from the company, or any additional time added to my subscription. It appears that there response to you is all they are going to do. This makes it look like a bait and switch scheme to me, and that is the way they are going to do business. I would not recommend any one to do business with this company.
Business Response
Date: 07/25/2023
Hello and we apologize for the delay in response. I have contacted our call center to fix the pricing for your subscription.Customer Answer
Date: 07/25/2023
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:11/23/2022
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 10/23/22, I signed-up for RealDefense's software for my computer. It was a one-year subscription that was apparently charged at a discount. There was no clear disclosure about being signed-up for a one-month renewal for a bogus LiveTech 24/7 subscription. On 11/23/22, I was charged an unauthorized amount of $19.95, or $21.19 after taxes, for the one-month renewal. When seeking assistance through live chat, the representative refused to refund the fraudulent charge, stating that she had no means of doing so without providing any further information. I am seeking a refund of the $21.19 that was charged to my account. And because of extreme dislike for this type of deceptive business practice, I also wish to cancel the one-year subscription I signed-up and cut all ties immediately with this company.Business Response
Date: 12/07/2022
Business Response /* (1000, 5, 2022/12/01) */
Hi ******, I will have our customer service department look into refunding this charge for you and sorry for the inconvenience!
Consumer Response /* (2000, 7, 2022/12/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:11/15/2022
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.
Purchased a one time computer program for a year, they signed me up for a recurring payment that was not authorized. The one time payment option does not mean you can charge me every month!Business Response
Date: 12/20/2022
Business Response /* (1000, 5, 2022/12/01) */
Dear ****, we apologize for the inconvenience and I will have our support department look into billing adjustment immediately!Initial Complaint
Date:10/18/2022
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.
date of transaction 8-31-2022
We asked for refund couple days after that.
They said refund would be coming in 7 to 10 business days. It has been alot longer than 10 business days for sure and we still have not received our refund.
They assigned an employee to work with us and he wanted to go into our computer so we did that and he put system mechanics on our computer but it did not work. In fact our computer went crazy and would not work well either after that. So we cancelled system mechanics a day or two after that well within the required number of days.
We have used system mechanics for many years and liked it but since its redesign it did not work at all well for us.
All we want is our $39.95 refunded to us and it would be nice to get an apology for their lack of professionalism.
Thanks, *******************Business Response
Date: 01/13/2023
Business Response /* (1000, 5, 2022/10/19) */
I have forwarded your case for immediate escalation of your refund. Sorry for the inconvenience.
Consumer Response /* (3000, 7, 2022/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are getting the run around with this business. They said the same thing as stated in our complaint, but we have seen no action. All we want is our refund of $39.95 which they say they are going to refund but they do not.
Business Response /* (4000, 11, 2022/12/22) */
Hello,
Apologize for the delay but I will have your refund completed ASAP!Initial Complaint
Date:10/14/2022
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.
On 09/22/22 I was charged an automatic renewal fee of $21.19 pos transaction ******
That same day I was charged another $21.19 pos transaction *****.
I called their customer service number and asked why I was charged twice and was unable to get a valid reason.
I asked that my money be returned and the subscription canceled.
The customer service representative proceeded to give me the runaround and in fact, keep telling me he was going to transfer my subscription to another product I did not want.
I had to keep telling this gentleman to just cancel my subscription and return my money.
After what I thought was a reasonable time and nothing had been returned I sent an email to their listed customer service address on 9/23 and 9/28 and again nothing.Business Response
Date: 11/04/2022
Business Response /* (1000, 5, 2022/10/19) */
Mr. ****, I will contact our customer care organization and expedite your refund request. Sorry for the inconvenience!Initial Complaint
Date:09/29/2022
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 have paid ***** for a year renewal and i never bought anything after that but they have been charging me different amount every single month. These charges are not not approved by me. ***** at 4/11/22 ***** at 5/11/22. $***** at 6/11/22. $21.55 at 7/10/22. $21.55 at 9/18/22 and $21.55 at 8/18/22. there is a total of $124.50 unauthorized charges which I will dispute on my card but it takes long time. this company has done that before and I had reported them to district attorney and ****************************** before and they are doing it again. Their customer service was rude and says these are monthly charges. but the amount are not even the same each month and different time of the month. These are scam charges and I want $124.50 back ASAP.Business Response
Date: 12/22/2022
Hello!
Sorry for the delay. I have sent to our customer care department for immediate refund.Customer Answer
Date: 01/04/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no response. This business is a scam. If they have sent it to customer service then where is my refund? all I want is $124.50 charges that i do not approve. when that money is back to my card or check come to my mail then we are done. ThanksBusiness Response
Date: 01/10/2023
Hi ****,
I will check on this for you. I apologize for the inconvenience but no there is no scam here.Customer Answer
Date: 01/20/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
Please attach the document for refunded money back to my card here please or at least confirm the refund. ThanksBusiness Response
Date: 01/29/2023
Hello, the refund has been processed. Customer should have gotten a confirmation from our customer support department, thank you.Customer Answer
Date: 02/01/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
That is the partial refund. They still owe me $59.85. 3X19.95= $59.85
They have refunded only 3 of charges not all 6. Thank youBusiness Response
Date: 07/25/2023
Hello! Sorry for any delay. I have sent to our call center for a refund asap.
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