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:02/03/2025
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: 1-16-25 Purchased software that claimed to improve system performance and separately a vpn service.Cost of system performance software $90.26 Cost of *********** $10.57 Purchase came with a 30 day money back guarantee if dissatisfied. Software ended up changing system settings and made computer unusable particularly with collaborations software and scanner/printer applications.Called the company and explained situation and that I wanted the software removed and my money back as guaranteed.Talked with several individuals who refused to honor guarantee and kept sending me to tech support. Finally talked with one person who said I need to discuss with accounting department but claimed they did not have the ability to connect me. After several more attempts failed to get through, I uninstalled the software and hired another professional to scrub it from my computer to get the computer running like it was pre their software. I just want them to honor the money back guarentee and refund the total of
Business Response
Date: 02/06/2025
****** *********
17 ***** Rd
*********, MA 01523
Date: 2/5/25
Complaint ***********
E-mail: *********************************
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. We regret to learn of the issues you encountered when you installed the software.
Our records reflect that on January 15, 2025, you purchased an ioloVPN monthly subscription for 5 devices for $9.95 (plus $0.62 sales tax) and an iolo System Mechanic Ultimate Defense 1-year license for $84.95 (plus $5.31 sales tax).
On January 20, 2025, we received your calls regarding the issues you encountered. A callback was submitted for a technician to contact you to assist. Also, the automatic renewals for both the ioloVPN and System Mechanic Ultimate Defense were cancelled per your request.
On January 20th, a technician contacted you to address your concerns. You stated that you has contacted someone else for assistance. When you ask about a refund you were provided contact information for the billing department so the request could be processed, since our technicians do not transfer calls to other departments.
On January 27, 2025, a refund of $90.26 and $10.57 were issued for both purchases per the 30-day money back guarantee.
Your account remains closed, and nothing further will be billed. If you need further assistance, please contact **************** toll free at ************.
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 02/19/2025
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:01/31/2025
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 subscribed to a product by IOLO on 2/23/24 for about $20, it was a PC utility to speed up/clean the *** I started having several issues with my PC shortly thereafter, and deleted the program. It was not clear at all when I purchased this product that it would auto-renew, let alone 35 days before the product was even up for renewal, at 3 times the price. I don't doubt they buried that somewhere, but it was not clear. Today I found a ***** charge on my CC. There was an email in my spam folder saying they were charging me for autorenewal. I immediately contacted the company since the charge was still pending on my credit card. They would not refund me. They provide no way of actually cancelling on their website, you must call or chat with customer service to stop autorenewal, which is predatory (as evidenced by the **** new "click to cancel" rule trying to stop this behavior). Regardless, I HOPEFULLY have stopped autorenewal in the future, but they will not refund me for a product I do not want and do not intend to use for the next year. I'm sure they legally can do this, I'm sure they bury the autorenwal langauge in the fine print when you purchase to cover themselves legally, but this business is predatory on the american consumer, their practices regarding cancellation, refunding, and making it difficult to even cancel is poor practice.Business Response
Date: 02/06/2025
******* *******
************************************************************
Date 2/5/2025
Complaint ID: ********
E-mail: *****************************
Dear Mr. ********
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.
You are correct that the *** published a new rule (Negative Option Rule) regarding cancelation options for subscription services. The rule was published in the Federal Register on November 15, 2024, and any regulated business needs to be in compliance within 180 days after publication. We are currently reviewing our polices and systems to determine any changes needed related to this new ruling.
Our records reflect that on February 23, 2024, you purchased a promotionally discounted offer of iolo System Mechanic Standard 1-year license for a total cost of $14.98 (plus $0.90 sales tax) with annual automatic renewal at the regular price (plus any applicable sales tax); this purchase included a 30-day free trial of our iolo LiveTech 24/7 ************************** which would auto-renew at the regular monthly price of $19.95 at the end of the trial period unless you cancelled the service prior to the renewal date.
We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic Standard software. Information regarding the terms of any offer (including auto renewal) is clearly stated in the online shopping cart prior to any personal information being entered and before the order is finalized. More specifically the offer you purchased stated: Your System Mechanic Standard will automatically renew yearly at the annual price of $49.95 or the then-current price. If you do not cancel LiveTech Technical Support before the end of the first free month, it will automatically renew at the monthly price of $19.95 or the then-current price. Your credit card will be charged for the subscription on the renewal date for monthly subscriptions and up to 35 days prior to the renewal date for annual subscriptions. If you wish to avoid any of these initial or recurring charges, you may cancel your subscriptions at any time prior to the applicable renewal date by calling us at ***************** or via online chat, email or contact form.
RealDefense may offer other products and services when you call us. By placing this order, you agree to the Terms and Conditions. By submitting your order, you agreed to the terms and conditions of the purchase and provided your authorization of future charges associated with automatic renewals of the service/software purchased. These terms are also included in your order confirmation email. We regret if you found the offer unclear in any way.
Since we received no request to cancel, your LiveTech 24/7 ************************* renewed monthly as scheduled until December 23, 2024.
As you stated, a reminder of the upcoming auto renewal was emailed to you. On January 19, 2025, the iolo System Mechanic Standard license was renewed for $58.25.
Also, on January 19th per your request both the LiveTech 24/7 ************************* and System Mechanic Standard were cancelled. No refund was offered because the terms of purchase state monthly and annual subscription fees are not refundable.
While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As a gesture of goodwill and in exception to the terms of your purchase a refund of $58.25 for the System Mechanic Standard renewal fee has been issued. Please allow 3 -5 business days for the funds to post.
Your LiveTech 24/7 Technical Support and System Mechanic Standard remain canceled with no future renewal scheduled.
If you need further assistance, please contact US ***************************** toll free at ************.
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 02/18/2025
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:01/31/2025
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 the 17th of January, I noticed a renewal charge on my checking account for $90.05 from ******. This turned out to be a renewal charge for a System Mechanic Software subscription that I have installed on my computer. Unfortunately, this charge was made 35 days in advance of the expiration of my original subscription and at a much higher rate! In calling ***************** I was informed there was absolutely no way to refund my money. The new license had been initiated and could not be rescinded. I find it difficult to believe that a software subscription cannot be rescinded and that a renewal must be initiated 35 days in advance of an expiration date! I was informed that I had been notified, via email, of this upcoming renewal and, after some searching, I found the unread email. This is a very ineffective way of communicating time sensitive information. The company can say they fulfilled their obligation by informing me yet knowing full well that such information can be easily lost or ignored in an email! I also found several emails highlighting the opportunity to renew at a lower price (i.e. $31.98) but, because I did not answer the original email, I was automatically renewed at the exorbitant price of $90.05 amount, 3 times the original discount amount!I simply feel financially used is this entire process. The company is charging for a new renewal subscription 35 days ahead of my expiration date; it charges me while I am still utilizing my original subscription; and, as such, is essentially collecting money for two subscriptions!! I feel this company does not have the best interest of its customers in mind and is using this financial ploy in a rather shady way. I am looking for a complete refund of my renewal fee of $90.05, especially since I am still under the original discount subscription till the 20th of February, 2025! Thank you for your time and patience in helping me address this issue.Respectfully,***** C. ***** *****************Business Response
Date: 02/06/2025
***** *****
********************************************************
Date: 1/31/2025
Complaint ID: ********
E-mail: ************************** ; *************************
Dear Mr. ******************* 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 reflect that you purchased a 1-year license for ********************** System Mechanic Ultimate Defense, for a total cost of $23.98 with annual automatic renewal at the regular price of $84.95; this purchase included a 30-day free trial of our iolo LiveTech 24/7 Technical Support, which would auto-renew at the regular monthly price of $19.95 at the end of the trial period unless cancelled.
We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic software. The majority of the System Mechanic software offers renew yearly if not cancelled prior to the renewal date. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart prior to any personal information being entered. More specifically the offer you purchased states Your System Mechanic Ultimate Defense will automatically renew yearly at the annual price of $84.95 or the then-current price. If you do not cancel ******** Technical Support before the end of the first free month,it will automatically renew at the monthly price of $19.95 or the then-current price. Your credit card will be charged for the subscription on the renewal date for monthly subscriptions and up to 35 days prior to the renewal date for annual subscriptions. If you wish to avoid any of these initial or recurring charges, you may cancel your subscriptions at any time prior to the applicable renewal date by calling us at ***************** or via online chat, email or contact form. RealDefense may offer other products and services when you call us. These terms are also included in your order confirmation email. We regret if you found the offer unclear in any way.
On August 16, 2025, your iolo LiveTech 24/7 Technical Support subscription was cancelled per your request after two months of automatic renewal. As an exception to our advertised policy, which states that monthly and annual subscription fees are not refundable, a refund for the August fee of $19.95 was issued. Your System Mechanic Ultimate Defense remained active.
As you stated in your complaint, email reminders of an upcoming annual renewal are sent to existing customers as well as offers for special promotions; at times these may include a discounted renewal offer for a previous purchase as well as different services or products.
Your System Mechanic Ultimate Defense was automatically renewed on January 16, 2025, for a total cost of $90.05 (including $5.10 sales tax). Also, on January 16th future automatic renewals were cancelled per your request.
We would like to apologize for any inconvenience that may have resulted when this renewal billing occurred a month before the expected renewal on February 20, 2025.
While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As an exception, a refund of $90.05 has been issued. Please allow 3-5 business days for the funds to post.
Your account remains inactive. Nothing further will be billed unless you choose to purchase a product or service in the future. If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 02/18/2025
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. I appreciate your time and effort in helping resolve this situation.
Sincerely,
***** *****Initial Complaint
Date:01/10/2025
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.
System Mechanic messed my PC. I even tried to change settings to prevent it from messing it up more BUT THE WINDOWS ARE UNUSABLE BECAUSE MOST OF THEM OVERWRITE THE FIXED SIZE THAT THEY ****** ADD INSULT TO INJURY, THE LINK TO AN "ONLINE SUPPORT FORM" IS NOTHING BUT ADVERTISEMENTS TRYING TO GET ME TO UPGRADE, WITH FLUFF AND GARBAGE ABOUT "HOW GREAT iolo PRODUCTS AND SERVICES ARE" (sic). NOT A SINGLE LINK TO A "SUPPORT FORM" (SEE "System Mechanic Problem.pdf)ADDITIONALLY, THE ONLY LINK TO TALK TO SOMEONE CHARGES AN EXCESSIVE FEE! THE ***** ADDRESS ADDRESS ON THEIR WEBSITE: **************************************************************** BOUNCES!So iolo software screws up people's computers, then they have the AUDACITY to charge for service? THEY ARE MISERABLE SCAMMERS. I SHOULD HAVE READ THE ONLINE COMPLAINTS BEFORE WASTING MY MONEY ON THIS GARBAGE SOFTWARE!While trying to find a solution to the problems that their software cause I FOUND A MASSIVE NUMBER OF SIMILAR COMPLAINTS!I WANT MY MONEY REFUNDED, AND FOR THEM TO CANCEL ANY "SUBSCRIPTIONS". I also demand that they pay for a COMPETENT technical service to repair the damage to my PC! I WILL NOT ALLOW THEIR SO-CALLED "TECHNICIANS" (sic) TOUCH MY COMPUTER!Business Response
Date: 01/15/2025
**** ******
*****************
****************
Date: 1/14/25
Complaint ***********
E-mail: *******************************
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 reflect that on December 22, 2022, you purchased a special discounted promotional offer for our iolo System Mechanic Standard 1-year license for $16.48. This offer also included a free one-month trial of iolo LiveTech 24/7 Technical Support which would automatically renew within one month if not cancelled prior to the renewal date.
We regret to learn of the issues you encountered when attempting to install System Mechanic Standard and contact us for technical support. A contact number was provided with you initial order confirmation email (which you included with this complaint) to call for assistance, but our records do not reflect any calls received from the number provided with your initial order (and this complaint). We apologize for any confusion when you encounter the information regarding our other services while searching for a support form. Your initial purchase included the one- month trial of LiveTech support so a technician was available to you at no additional cost.
Your iolo System Mechanic Standard license and the LiveTech 24/7 Technical Support subscription were both cancelled on January 1, 2025, per your request. A refund of $18.18 has been issued. Please allow 5 7 business days for the funds to post to credit card.
As we strive to provide only the highest quality products and service, we regret to learn your experience with us did not meet that expectation. Rest assured, your subscriptions have been cancelled and there will be no future charges.
If you need further assistance, please contact **************** toll free at?**************.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:01/10/2025
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 10/24/2024 IOLO charged my ****** account $79.95 for *********** Payment with no advanced notice to cancel if I didnt want another year software. A year ago (11/28/2023) my previously Payment for IOLO software was on for $11.98 for one more year which should have taken me until 11/28/2024 thus was charged one month early, with even less opportunity to cancel. The additional year of service increased by $67.97 was for services I no longer needed. For most of 2023 after last years renewal, I expunged all IOLO software apps from my computers because I no longer needed or wanted their services then or in the future.With the unanticipated $67.97 in cost increase, I asked ****** to contest the IOLO $79.95 charge. ****** instructed me to contact IOLO, which I did. But after several tries, the IOLO agent told me that IOLO company policy not to refund services even if not used, but contact ****** for a refund. I tried to contact ****** for a refund, but this process took so long that ****** had closed the case.I went back to IOLO tech support to resolve this issue and on Oct 29 **** ****** (USTechSupport) replied:The refund for the amount of $79.95 has been processed Please allow 7-10 business days for the funds to be reflected in your account, as processing may vary depending on your financial institution's policies.I waited 10 business days without the refund.On 11/12/2024, I sent the following email to: "Support" <**********************************************************************>It's been 10 business day and I haven't received my refund of $79.95. Earlier I cancelled your autopay ******. In doing so I discovered you do not have access to refund to this account. Today I signed up for a ***** account and I believe if you have a Venmo account you can transfer the refund to me through this service via my email address (which you have), my phone number (xxx-xxx-3630) or my Venmo username: xxxxxxxx. If this doesn't work, is there another method to refund my $79.95? Still no refundBusiness Response
Date: 01/15/2025
***** *******
*******************************************************************
Date: 1/14/25
Complaint ID: ********
E-mail: ***************************
Dear Mr. ********************* 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 reflect that on November 28, 2023, you purchased a special discounted promotional offer for our iolo System Mechanic Ultimate Defense 1-year license for $11.98, which would auto renew at the regular price of $79.95 unless cancelled prior to the renewal date.
Your iolo System Mechanic Ultimate Defense renewed on October 24, 2024. We regret to learn that you did not receive the normal email notification prior to the renewal date.
When you contacted customer service your subscription was cancelled, and you were informed that the terms of your purchase state that monthly and annual renewal fees are not refundable. An exception was made when you were advised that a refund would be issued. Our records indicate that ****** reversed the payment on October 28th which we did not contest letting it stand as a refund. Please contact ****** to confirm the decision regarding your dispute of this charge. You should see a credit for the $79.95 but it may not be noted as a refund from iolo but rather a ****** credit depending on your financial institutions policy. When we are unable to issue a refund to the initial payment method used the refund is issued via a check.
If you need further assistance, please contact **************** toll free at?**************.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:01/07/2025
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.
24 Dec 2024 charged my credit card without my permissionBusiness Response
Date: 01/15/2025
*** ******
**************************************************************************************
Date: 1/14/2025
Complaint ID: ********
E-mail: **************************
Dear Mr. ******************** 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 reflect that on November 28, 2023, you purchased a special discounted promotional offer for our iolo System Mechanic Ultimate Defense 1-year license for $9.95, which would auto renew annually at the regular price of $79.95 unless cancelled prior to the renewal date. This offer included a one-month promotional free trial of our LiveTech 24/7 ************************** which would renew monthly if not cancelled prior to the renewal date. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart prior to any personal information being entered. These terms are also included in your order confirmation email.
On December 28, 2023, another purchase for the promotional offer of iolo System Mechanic Ultimate Defense 1-year license for $9.95 was placed. This also included the
one-month free trial of our LiveTech 24/7 ************************** with monthly auto renewal unless cancelled prior to the renewal date. This resulted in two active subscriptions for the LiveTech Support running concurrently, both renewing monthly as scheduled until May 28, 2024.
On May *******, our records reflect that you purchased a GetMyDrivers Software 1 Year License special offer for $19.95 which also included a free one-month trial of ***************************** which would renew after the first month for $19.95 if not cancelled prior to the renewal date.
On June *******, your GetMyDrivers LiveTech subscription auto renewed for $19.95 as scheduled. Also, on June 10th this subscription as well as the two iolo LiveTech 24/7 subscriptions were cancelled per your request. Your iolo System Mechanic Ultimate Defense and GetMyDrivers Software remained active.
Your iolo System Mechanic Ultimate Defense was automatically renewed as scheduled on October 24, 2024, for the regular price of $79.95 per the terms of the purchase.
Our records do not reflect any additional transactions posted to your account since October 24th.
On January 3, 2025, your iolo System Mechanic Ultimate Defense was cancelled per your request. No refund was issued as the terms of your purchase stated that monthly and annual subscription fees are not refundable.
iolo System Mechanic Ultimate Defense and ******** subscriptions remain cancelled. But ************ Software is still active and scheduled to renew May 10, 2025, if not cancelled before that date.
If you need further assistance, please contact **************** toll free at?**************.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:01/06/2025
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 renewed system mechanic ultimate defense on 12/31 and got locked out of my computer with error code 0xc000006d within ************************************************************************************************************************************* like to remove your program and have my computer up and running again.Business Response
Date: 01/11/2025
***** *******
*********************************************
*****************
Date: 1/7/25
Complaint ***********
E-mail: ********************************************
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 reflect that you purchased a special promotional offer on December 31, 2024, for iolo System Mechanic Ultimate Defense 1 Year License for $14.95. This offer also included a free one-month trial of iolo LiveTech 24/7 Technical Support which would renew monthly if not cancelled prior to the renewal date.
Also on December 31st, we received your call requesting that the LiveTech 24/7 Service be cancelled. The cancelation was processed stopping the auto renewal scheduled for January. Later that same day, we received your call informing us that you had downloaded the System Mechanic Ultimate Defense software an hour or two prior; had encountered an error code and were now locked out of your computer. A review of this call reflects some miscommunication regarding the ****************. The customer service representative provided information that your initial purchase included the **************** which would renew in January. It appears that he was unaware at that time that the service had been cancelled shortly after your purchase. An offer to submit a ticket for a technician to contact you to assist with your system error was declined. The System Mechanic Ultimate Defense was cancelled. We regret any frustration this may have caused.
On January ******, a refund of $15.94 was issued per your request as the System Mechanic Ultimate Defense software purchase was still within the 30-day MBG. We understand per this call that you sought a different source for assistance to resolve your computer issue.
Both the System Mechanic Ultimate Defense and LiveTech 24/7 Technical Support remain cancelled. If you need further assistance, please contact **************** toll free at?**************.
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 01/15/2025
my computer locked up after downloading system mechanic on *** and the vendor offered to sell me tech help to fix the issue. Im glad all resolved thru my Best Buy geek squad membership and I got a refund from the vendor. Good riddance!Initial Complaint
Date:12/17/2024
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 17, 2024 I received an email from iolo Support which is owned by RealDefense. The email subject line read - iolo System Mechanic Standard 1-year. The message informed me that I had been billed via my credit card the amount of $******** last payment to iolo was in December of 2022 at which time at which time the charge included an addition product I was not seeking to purchase. Their explanation was that I had failed to check an opt out box on their online order page indicating that I did not want the additional product. My response was that there should have only been an opt in box and that this practice was shady. They agent said that a refund was not possible but she could offer to extend my subscription from one year to two years. I reluctantly agreed and asked to be removed from auto renewal going forward. Now to the present situation. According to iolo I should have received an email prior to the Dec. 2024 end of my subscription advising me of rate changes and allowing me to cancel prior to any additional charges. I never received that email. On top of that I was forced to change my credit card number recently due to fraudulent activity a few months ago so I figured any charges iolo attempted would not go through. To my surprise iolo somehow obtained my new card number and was able to charge my account the $54.95 mentioned above. This is truly unsettling as I never updated my credit card with them. HOW WERE THEY ABLE TO OBTAIN MY NEW CREDIT CARD NUMBER? The support agent could not answer this question but agreed to a refund and cancellation. His message read: "Your refund will be applied to your credit or debit card. Your banking institution may take up to two billing cycles to post the credit to your account. Please call us if you do not see the credit to your account within 30 days." I will see if the refund every comes but still the fact that they were able to get my new card# is frightening and warrented bringing to your attention. ***Business Response
Date: 12/23/2024
******* ****
*********** ** 20018
Date: 12/19/2024
Complaint ID: ********
E-mail: **************************************
Dear Mr. *****
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 reflect that you initially purchased a discounted promotional offer of System Mechanic Standard December 17, 2022, for $39.95 which would auto renew in one year for the regular price of $54.95 if not cancelled prior to the renewal date. This promotion also a free one month free of iolo LiveTech 24/7 Technical Support which if not cancelled would automatically renew monthly for $19.95. The System Mechanic Standard software is available without auto renewal put only at regular retail pricing. This information is included in the online shopping cart before any personal information is entered and in the order confirmation email. We regret if you found the offer unclear in any way.
The LiveTech 24/7 Support was cancelled January 17, 2023, after it renewed for $19.95, which was refunded on January 23, 2023. Your System Mechanic Standard (including the auto renewal) was not cancelled since the software license was to remain active until December 17, 2024. We regret that you did not receive the notification regarding the renewal prior to the 17th when the license was renewed for the regular price of $54.95. This renewal fee was refunded and your subscription cancelled when you contacted us that date.
Regarding your credit card being updated, most credit card companies will automatically supply updated credit card information if the merchant requesting a payment is recognized as source of a previous purchase; and if that initial purchase is documented as a reoccurring charge, as are most subscriptions. We apologize for any concern this may have cause and recommend you contact your credit cards issuing bank regarding their policy about sharing information.
Your System Mechanic Standard subscription was cancelled December 17th and a refund of $54.95 was issued as an exception to our advertised policy which states: monthly and annual subscription fees are not refundable. You will see no future automatic renewal fees for this software.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 12/30/2024
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:12/07/2024
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 been a customer of ********************** system mechanic for several years and have never had an issue. I recently checked my ****** account and saw that I had been charged an additional monthly fee for services I did not request since Dec 22, 2023 up to Nov 22, 2024. the service is labeled "RealDefense Live Tech Support". I have never received an email stating I was being charged nor a reminder stating the subscription was about to expire as I have received from System Mechanic (monthly), As far as I know, I have never used this service and I am certain that their records will show that I have not used it. I have cancelled my "System Mechanic" and the "RealDefense Tech Support" as a result of these unauthorized charges. I have included the first statement and the last statement.Business Response
Date: 12/16/2024
*******************
****************************************************************************
Date:12/13/2024
Complaint ***********
e-mail: ***********************
Dear Mr. *****
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 reflect that you purchased a special promotional offer of an iolo System Mechanic Standard 1-year license for just $24.97 with automatic annual renewal. This offer included a free one-month trial of iolo Live Tech 24/7 Technical Support which would renew monthly for $19.95 (plus tax) if not cancelled prior to the renewal date.
We make every effort to be forthcoming regarding our promotions and offers for our iolo software and technical support services. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart prior to any personal information being entered. These terms are also included in your order confirmation email. More specifically the information in the shopping cart summary for the offer you purchased states: Your System Mechanic Standard will automatically renew yearly at the annual price of $49.95. If you do not cancel iolo LiveTech Technical Support before the end of the first free month,it will automatically renew at the monthly price of $19.95.On the renewal date, your credit card will be charged for the subscription. If you wish to avoid any of these initial or recurring charges, you may cancel your subscriptions at any time prior to the applicable renewal date by calling us at ***************** (Powered by USTechSupport) or via online chat, email or contact form. We regret if you found the offer unclear in any way.
Might the monthly emails you referenced in this complaint be for the **************** rather than the System Mechanic Standard software since it was not scheduled to renew until December 22, 2024?
Since no cancel requests were received, your iolo Live Tech 24/7 Technical Support subscription was renewed each month as scheduled until November 22, 2024, for $19.95.
When you contacted us on November 27, 2024, the LiveTech 24/7 subscription and your iolo System Mechanic Standard license were cancelled. Also at that time, a refund for the November $19.95 renewal fee was issued, as an exception to the terms of your purchase which state that monthly and annual subscription fees are not refundable.
We realize that you may not have needed a technicians assistance during the last year, which is true of many of our customers who have a LiveTech subscription. The LiveTech 24/7 service is like an insurance policy for a time when you might need the additional support since computer technical support service fees for one incident can cost more than the total of the monthly fees.
Again, we regret if you found the terms of your purchase unclear in any way. Both the LiveTech 24/7 support service and iolo System Mechanic Standard license remain inactive. You will see no additional renewal charges.
If you need further assistance, please contact **************** toll free at?**************.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:12/07/2024
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 continue to be billed for a service that I did NOT ask for.Business Response
Date: 12/16/2024
****** ****
*************************************************************************************
Date:12/12/2024
Complaint ***********
E-mail: *********************
Dear Mr. ****************** 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 reflect that since February 2, 2022, until as recently as June 13, 2024, you have purchased several iolo software programs and services: iolo System Mechanic Ultimate Defense, iolo System Mechanic Professional, iolo System Mechanic Standard, and MyCleanPC Software. Most of these purchases included automatic annual renewal.
On March *******, you purchased a special promotional offer of an iolo System Mechanic Ultimate Defense 1-year license for just $9.95 with automatic annual renewal and a free one-month trial of iolo Live Tech 24/7 Technical Support which would renew monthly for $19.95 (plus tax) if not cancelled prior to the renewal date.
We make every effort to be forthcoming regarding our promotions and offers for our iolo software and technical support services. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart prior to any personal information being entered. These terms are also included in your order confirmation email. We regret if you found the offer unclear in any way.
Since no cancel requests were received, your iolo Live Tech 24/7 Technical Support subscription was renewed as scheduled in ****** *** and June. When we attempted to renew the service July 30, 2024, the request for payment of $21.55 ($19.95 plus $1.60 TX sales tax) was declined by ******* Your Live Tech 24/7 Technical Support subscription was cancelled August 12, 2024.
On October 6, 2024,your iolo System Mechanic Ultimate Defense license (originally purchased September 25, 2023) auto renewed as scheduled for the regular price of $79.95 (plus $6.40 TX sales tax).
On November 9, 2024, ****** reversed the payment of $86.35 for your System Mechanic Ultimate Defense renewal. This chargeback created a credit (refund) in your favor.
Due to the chargeback your System Mechanic Ultimate Defense, System Mechanic Standard, System Mechanic Professional and MyCleanPC Software were cancelled November 11, 2024. The LiveTech 24/7 had been previously cancelled in August. You will see no additional auto renewals or charges.
If you need further assistance, please contact **************** toll free at?**************.
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 12/18/2024
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,
****** ****
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