Complaints
This profile includes complaints for RealDefense LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 170 total complaints in the last 3 years.
- 50 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:09/10/2022
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 piece of software from this company online, called System Mechanic. Apparently the license includes a $19.99 a month subscription fee for a service I do not want. I tried calling their support line to cancel this service but could not get through and was directed to instant chat. I asked over and over again to cancel this service but the person on the chat would not take no for an answer. I went as far as canceling the credit card the charge would be on.
Today (9/10/22) they somehow managed to charge my new credit card for a service that I asked to cancel and will never use.
I have deleted System Mechanic from my computer.
Business Response
Date: 10/04/2022
Business Response /* (1000, 5, 2022/09/14) */
We will make sure your refund is processed ASAP, sorry for any inconvenience.
***Initial Complaint
Date:09/04/2022
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 purchased ioio system mechanic ultimate defense today and the activation did not work the the serial key provided could not be found. I called the number and the agent was nice tried to activate via remote connection but was unsuccessful. He then downloaded software without my permission attempted to sell me the identity theft software without even fixing the issue I had to start with he was going to bill my cc for a service I don't want. I want my system mechanic up and running without having to call back and do the remote connection as I no longer trust this method. A new serial key can be generated and provided.Business Response
Date: 10/04/2022
Business Response /* (1000, 5, 2022/09/14) */
I will have someone contact you via email with your information and I apologize for any inconvenience.Initial Complaint
Date:08/30/2022
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.
In response to an email notice that my subscription was expiring, I paid Iolo $27.75 on 8/8/2022. The process involved multiple screens and multiple product names. In the end I believed I had paid for another year of service on their new software. As of today I was told that I paid for an "upgrade" but the original subscription was still due to expire on 8/31/2022. They seem to believe that it is fine to collect $27.95 for three weeks of upgrade subscription. I believe they are pulling a "bait and switch" and have removed all of their software and will no longer use their services. They refuse to refund even though the charges are clearly out of line with what they offer.Business Response
Date: 10/03/2022
Business Response /* (1000, 5, 2022/09/14) */
Apologies for the inconvenience. I will make sure your refund is processed ASAP.Initial Complaint
Date:08/27/2022
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 8/20/2022 I purchased iolo System Mechanic Standard and during setup was offered to upgrade to System Mechanic Ultimate Defense for $15. I accepted the offer and finished the installation. On 8/21/2022 I received a notification from PayPal that I had been charged $79.99 and a monthly recurring charge of $79.99 had been added to my account. At this time I contacted RealDefense, LLC and requested a refund of all products $14.99 for iolo System Mechanic Standard and the $79.99 I had been charged for System Mechanic Ultimate Defense and cancelation off my product license. I was told that a full refund would be issued but have not had refund issued, subscription removed, or any explanation as to why this has not yet happened.Business Response
Date: 10/03/2022
Business Response /* (1000, 5, 2022/09/14) */
We will look into the refund ASAP to make sure it has processed. Sorry for any inconcvenience.Initial Complaint
Date:08/25/2022
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.
In order to cancel a recurring subscription, a link is provided to enter an email address to receive an email to log in to your account to cancel online. The email never arrives. I contacted the customer service email they provided for a company that handles online payments, who said they did not process my order, despite being directed there via email. I did not want that subscription to renew, and it did anyway.
I then called their customer service number requesting to cancel an auto renewing subscription, and also requested to not have my yearly subscription renewed against next year and to not charge my credit card ever again and they said that was not possible and that it is in the terms and conditions that they can charge me again for the subscription when the annual fee is due again, despite me calling and requesting to turn off auto renewal, which they said they cannot do. I cannot see how a company can force you to pay an annual renewal fee if you request to opt out and to no longer charge a credit card.Business Response
Date: 01/09/2023
Business Response /* (1000, 12, 2022/12/22) */
Hello!
Sorry for the delay. I have sent to our customer care department for immediate refund.Initial Complaint
Date:08/04/2022
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 2/9/22, I purchased two programs from Real Defense LLC using a visa credit card. One was an identity protection for my computer for 3-years, mycleanid, for $ 239.00 purchased at **********(****************** The second was a 24/7 technological assistance program for 3-years, advanced tech support, for $ 576.00, purchased at *****************************. I dropped both services on 7/22/22, and was told I would get refunds in 7-10 business days. I was told by an agent on 7/28 that I would get a refund of $ 172.67 on the
$239.00, and a second refund for $ 496.00 on the $ 576.00. Today, 8/4/22, a different agent told me that no refunds will be given because I dropped after a heretofore-unknown-to-me 30-60 day money back guarantee period had passed. I think that I should get the prorated refunds first promised on 7/28. It is apparent that the refund policy is capricious and inconsistently-applied. I had been a customer advance tech support for many years before it merged with the IOLOStore. Since you cannot locate the company, it is obvious that it is a scam. If you can help me in any way, I would be most appreciative. I have filed a dispute with my credit card company on these matters. Thank you.Business Response
Date: 10/12/2022
Consumer Response /* (-5, 8, 2022/09/12) */
Real Defense just sent me several emails late last week. As usual, they took almost a month to reply to my emails. In my opinion, the matter has been resolved, not because of the actions of Real Defense, but because of those of my credit card provide, USAA. You can close the case if you wish. I'm doubtful that Real Defense will reply, but perhaps they will, but only because that's a requirement for membership by the BBB.
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