Complaints

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:10/01/2024

  Type:Sales and Advertising 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.

  I have paid $16.10 for autorenewal the past couple years, and this year it more than tripled in price without my knowledge to $53.69. They have refused to refund due to an email being sent to me, however, they have spammed my email with over 200 messages in the last year, and the title of the email in question had no reference a change in terms, or anything else to differentiate it from the almost daily promotional emails they send.

  

  Business Response

  Date: 10/10/2024

  Michael Williams
  Dayton, OH 45429
  
  Date: 10/10/24
  
  Complaint ID: 22318399
  E-mail: [email protected]
  
  Dear Mr. Williams,
  
  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 September 11, 2022, you repurchased a 1-year license for our System Mechanic Standard software at a special promotionally discounted price of $14.98 (plus applicable tax) with included automatic annual renewal.  Normally the annual renewal fee is the regular price of $49.95 but when your license was renewed on September 11, 2023, the promotionally discounted price was charged instead.  When the license was renewed again as scheduled, on September 11, 2024, the regular price was charged.  As you were informed, emails advising of the annual renewal are sent automatically prior to charge.  At this point we are unable to determine why the regular price was not charged when the software was renewed in 2023. We apologize for any confusion this may have caused.
  
  On September 17, 2024, your subscription was cancelled, per your request.  No refund was issue as the terms of your purchase state that “monthly and annual subscription fees are not refundable.”  To avoid the renewal fee a cancellation request needs to be received prior to the scheduled renewal date.
  
  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 $53.69 has been issued.  Please allow 3-5 business days for the funds to post.
  
  Your System Mechanic Standard subscription remains cancelled, nothing further will be billed.  If you need further assistance, please contact Customer Service toll free at?(801) 523-6766.?
  
  Sincerely,
  
  Morgan M.
  Contact Center Operations Director
  

  Customer Answer

  Date: 10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22318399, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Michael Williams

• Initial Complaint

  Date:09/26/2024

  Type:Product 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.

  This has to do with a subscription for anti spyware software. Ive been a subscriber to a product called SuperAntiSpyware for over 15 years. This Oregon company was apparently purchased by RealDefense in 2023. On May 06, 2024, the spyware App notified me I needed to renew. I would receive an e-mail to that effect before the renewal date, so the message coming from the App was a surprise. I renewed online thinking it was the same yearly subscription. I discovered on August 09, 2024 my **** account was being charged monthly for a Premium subscription. At this time I also discovered a May 09, 2024 auto renewal charge, after my renewal 3 days prior. RealDefense did not notify by e-mail of the pending May 09, 2024 renewal as in prior renewals. I also was not e-mailed a receipt. Ive made two calls to RealDefense to resolve the matter. On August 09 and August 19, 2024. Ive also filed Support Ticket #******* with ***************************************. During the August 09 call, RealDefense promised to refund the August 06 monthly charge and cancel the subscription. That didnt happen. I had to dispute another September 06, 2024 monthly charge with my credit card company. Ive requested RealDefense refund the May 09, 2024 auto renewal of $29.95, and the August 06, 2024 charge of $19.95. The latter reported August 09, 2024. Ive been told by RealDefense its against their company policy to refund charges after 30 days. I consider this companys policies and practices to be fraudulent.

  

  Business Response

  Date: 10/10/2024

  ******* *********
  *************************
  *******************
  
  Date: 10/10/24
  Complaint ID: ********
  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 your SUPERAntiSpyware Additional 1 Year License for 1 PC was automatically renewed as scheduled on May 9, 2023, for $29.95.   On May 6, 2024, you purchased an upgraded version, the SUPERAntiSpyware PRO Software for 3 PCs, for a promotionally discounted price of $19.95.  This purchase included a 30-day free trial of our SUPERAntiSpyware ******** 24/7 Technical Support, which would auto-renew at the regular monthly price of $19.95 at the end of the trial period unless you contact customer ******* before the renewal date to cancel. 
  
  Also, the purchase of the SUPERAntiSpyware PRO Software did not automatically replace or cancel the previous SUPERAntiSpyware Additional License for 1PC that was set to renew on May 9th.   Therefore,your SUPERAntiSpyware Additional 1 Year License was renewed as scheduled for $29.95.
  
  Since we did not receive a cancellation request the ********************************** was renewed as scheduled each month until August 6, 2024, for $19.95.  We regret to learn that this ******* was not cancelled at the time of your call on August 9th and renewed again on September 6th.
  
  On September 10th, your SUPERAntiSpyware ******** 24/7 Technical Support, subscription was cancelled per your request.  As an exception to the terms of your purchase which state: Monthly and annual subscription fees are not refundable, a refund for the charge of $19.95 billed on September 6th was processed as an exception to our advertised terms which states that monthly and annual subscription fees are not refundable.  Due to our dispute of the charge the refund was declined by your financial institution.  When we received notice of the resulting chargeback it was not contested as a way to issue the refund.
  
  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 good will and an exception to our advertised policy, additional refunds totaling $49.90 for the ******** August ******* renewal fee and SUPERAntiSpyware Additional 1 Year May renewal have been issued.   Please allow 3 5 business days for the funds to post. These subscriptions remain cancelled. 
  
  Your SUPERAntiSpyware PRO Software for 3 PCs (1 Year) subscription remains active with renewal date of April 1, 2025.  If you need further assistance, please contact **************** toll free at?**************.?
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  
  

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22276626
  
  Forgive the delay in responding. I delayed my response to await the $49.90 credit promised by RealDefense LLC within 3-5 business days after their 10/10/2024 response. I am rejecting this response because its been 7-8 business days since RealDefense LLC wrote their response and I still do not see this credit has posted. I confirmed this with my credit card company on 10/21/2024.
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 11/27/2024

  ******* *********
  5874 ******** Cir
  *******************
  
  Date: 11/22/24
  Complaint ID: ********
  E-mail: ****************************************************
  
  *******************
  
  
  Thank you for the opportunity to respond.
  
  After reviewing your account, we confirmed that although the additional refunds totaling $49.90 were approved, due to an error they were not processed completely and therefore did not post.  We apologize for any frustration this may have caused.
  
  The previously promised refunds have now been processed.  In addition, as a token of our apology we have refunded one additional fee of $19.99.  You should see refunds totaling $69.89 within 5 business days.
  
  If you need further assistance, please contact **************** toll free at *************.
  
  Sincerely,
  
  ****** *.
  ************** Operations Director

  Customer Answer

  Date: 12/16/2024

   
  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. 
  RealDefense LLC for their confusion and delay in resolving this complaint offered another $19.95 credit reportedly as a gesture of goodwill. The catch is they also cancelled my subscription altogether. No matter, I wasnt ever going to renew it after this experience.

  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:09/26/2024

  Type:Product 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.

  I bought this IOLO software last year and it caused my computer to freeze up hoping the best version would work I had told IOLO I DO NOT want the ***** version because it freezes up my computer so I tried the very version for ***** and it was just as bad. I had had called them and told them I wanted neither program because both did nothing but cause havoc on my computer.I told they offered to download it to my computer and I told them NO, it caused to much chaos on my computer and that I wanted neither of these products or any other IOLO product on my computer. I had also told them I do NOT want it renewed, EVER. Today I see these two charges on my bank account for renewals of both programs. Sep 11 2024 Recurring Withdrawal Debit Card ************************** ************************************** Date 09/10/24 9 ********* 6 7379 Add a category -$***** Date: September 11, 2024 Sep 11 2024 Recurring Withdrawal Debit Card ************************** ************************************** Date 09/10/24 9 ********* 5 7379 Add a category -$***** I called IOLO again after seeing I was billed for these two programs and told them I wanted a refund because I had requested never to renew this product because I DO NOT use it or have it on my computer. I may or may not be getting a refund because they said they needed to update my credit card info to give me a refund. I asked why they needed my credit card info as they obviously had it since they just billed my card twice. I got no straight answer. They sent me a link to update my credit card info (nothing to update they have it). I tried using the link and info they gave me and it says "We are unable to locate your active subscriptions.Please call ************** for assistance". I just want a full refund of both charges and to NEVER be charged again. I DO NOT have or use any IOLO product.

  

  Business Response

  Date: 10/10/2024

  Chuck Thomas
  Glennallen, AK  99588
  
  Date: 10/9/2024
  Complaint ID: 22272934
  Email(s): [email protected] / [email protected]
  
  Dear Mr. Thomas,
  
  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 that you had difficulty when attempting to install and use the iolo System Mechanic Ultimate Defense and iolo System Mechanic Professional that you purchased last year.
  
  Our records reflect that you contacted us on September 11, 2024, about the unexpected automatic software renewals that were processed the day before.  As an exception to our advertised policy, refunds were processed for $69.95 and $79.95 but the initial attempts were declined by your financial institution.  That is why you were sent the link to confirm your credit card information.  On September 12th, refunds totaling $149.90 were successfully posted to your account.
  
  Rest assured your account remains inactive.  Nothing further will be billed.
  
  Sincerely,
  
  Morgan M.
  Contact Center Operations Director

  Customer Answer

  Date: 10/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22272934, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Chuck Thomas

• Initial Complaint

  Date:09/26/2024

  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.

  My credit card was charged 73$ on September 9, 2024 for an annual renewal fee. I checked my original email from Iolo and no where did it say that this would be an automatic renewal. The renewal email I received this morning indicates that the renewal would be $52.45, which it is not... it was $73.00. I want this transaction reversed, as I never agreed to pay them money. Their website only provides me with an email, live chat, or a non-toll free number to call in order to cancel/change my account status. It would cost me 40 cents per minute to contact them. This is predatory and I had no means of cancelling an automatic renewal even if I was made aware that a renewal was happening. I want a refund for the renewal that took place this morning. I have not used the product in almost a year, and the live support was unhelpful and could not issue me a refund.

  

  Business Response

  Date: 10/10/2024

  Lisa Summers
  46 Maligne Drive
  Devon, AB T9G 1P8 CANADA
  
  Date: 10/10/2024
  Complaint ID: 22259640
  E-mail: [email protected]
  
  Dear Ms. Summers,
  
  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 September 9, 2023, you purchased a 1-year license for our System Mechanic Standard software at a special promotionally discounted price of $14.98.   This promotion included automatic annual renewal at the regular price of $49.95 (plus any applicable taxes) unless you contact customer service to cancel before the scheduled renewal date.
  
  We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic software.  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 September 9, 2024, your System Mechanic Standard license was renewed as scheduled for the regular price of $52.45 US funds (including $2.50 sales tax).  Also, on September 9th any future auto renewals were cancelled per your request.   As a goodwill gesture at the time and in exception to the terms of your purchase which state that “Monthly and annual subscription fees are not refundable”, a refund of $52.45 was issued.  Please be advised the $52.45 is in US funds so if you paid in Canadian funds the charge of $73.00 that you referred to would include difference after conversion.
  
  Your System Mechanic Standard subscription remains cancelled, nothing further will be billed.  If you need further assistance, please contact Customer Service toll free at?(801) 523-6766.
  
  Sincerely,
  
  Morgan M.
  Contact Center Operations Director
  
  
  
  

  Customer Answer

  Date: 10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22259640, and find that this resolution is satisfactory to me. 

  As an aside, there was no communication on your website or on my original email subscription that indicated this would be a renewing subscription. Additionally, your customer service phone number is a TOLL line, so in order to cancel a subscription, someone would have to pay for a phone call to your customer service in order to cancel an automatic subscription (or email/live chat and hope for a response). It shouldn't cost money to cancel something that is being automatically billed. 

  
  Sincerely,
  
  Lisa Summers

• Initial Complaint

  Date:09/18/2024

  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.

  In renewing my System Mechanic with iolo, it offered a **************** offer. I thought it was a one time fee like System Mechanic. I was charged $21.31 on July 14, 2024. Then charged another $21.31 on July 20, just 6 days later. I texted & called to cancel for this deceptive billing. I was told the ****. was cancelled. But no refund. Then I just noticed another charge for $21.27 on August 14, all on my ****** acct. I liked ********************** and System Mechanic, until now. Will not recommend it to friends until I can get a refund for the Aug. 14 & July 20 double billing. AND hope the finally cancel the acct.

  

  Business Response

  Date: 09/24/2024

  ******* ********
  **************************************************************
  
  Date: 9/23/24
  
  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 July 14, 2024, you placed an order for a special promotional offer of a 1-year license for GetMyDrivers Software for 1 PC at a cost of $21.31.   This offer included a one-month free trial of ***************************** which would automatically renew monthly at a cost of $19.99 plus any applicable sales tax if not cancelled prior to the renewal date.
  
  On July *******, a second order was placed, this time for iolo System Mechanic Ultimate Defense 1-year at special price of $19.95 (plus tax) for a total of $21.31 with an annual auto renewal at the regular price of $79.95 if not cancelled prior to the renewal date.  Information about the monthly and annual auto renewals were included in the order confirmation emails sent for each order.  We regret if you found the terms of either offer unclear in any way.
  
  On August *******, your monthly ***************************** renewed as scheduled for $21.27.  On August 16th, we received your call regarding the billing.  The ***************************** was cancelled per your request.  The $21.27 was not refunded at that time as the terms of your 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 goodwill gesture and an exception to our advertised policy a refund of $21.27 for the ******** service renewal fee has been refunded.  Please allow 3 5 business days for the funds to post.
  
  Your GetMyDrivers Software and iolo System Mechanic Ultimate Defense licenses remain active and renew on July 14, 2025, and July 20, 2025, respectively unless you contact customer service to cancel before the renewal dates.
  
  If you need further assistance, please contact **************** toll free at?*************.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 10/10/2024

   
  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:09/18/2024

  Type:Product 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 05/05/2024 I was investigating a computer software product online called myCleanPC.I wasn't really sure if it was a product I wanted. The website asks for some basic information and the price was supposed to be a one time charge of $19.99 for a year's subscription. However, I didn't see the fine print that stated they would also charge $19.95 per months for "Live Technical Support". I decided not to use their product, so I NEVER INSTALLED IT, and I NEVER USED ANY "LIVE TECHNICAL SUPPORT". I didn't notice the charges until today, but they were actually charging me "$21.55" per month!The way this company markets there "Live Technical Support" is VERY SNEEKY, only reporting the details about the extra charges in their find print!!!When I discovered they had been charging me "$21.55" per month for the past three months I immediately called them and cancelled my "Live Technical Support", and demanded a FULL REFUND for the past three months! I NEVER SIGNED UP FOR THAT, AND NEVER USED THEIR SOFTWARE OR "LIVE TECHNICAL SUPPLORT!!Instead of the company refunding me the full three months, they simply refunded me for one month and gave me some BULL S*** EXCUSES AS TO WHY THEY COULDN'T REFUND ME FOR ALL THREE MONTHS.I FEEL BECAUSE OF THEIR SNEEKY TACKTICS, THEY STILL OWE ME FOR THE OTHER TWO MONTHS SINCE I DIDN'T USE THEIR SERVICE EITHER. SO THAT WOULD BE $64.65 - $21.44 = $42.10 THAT THEY STILL OWE ME!!Regards *****

  

  Business Response

  Date: 09/24/2024

  ***** *******
  ***************************************************
  
  Date: 9/24/24
  
  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.
  
  We make every effort to be forthcoming regarding our promotions and offers for our MyCleanPC Software.  The terms of your purchase and automatic renewals are always provided in your shopping cart online before any personal information is entered or the order submitted.  The information is also included in your order confirmation email.  We regret if you found the offer unclear in any way.
  
  Our records reflect that you purchased a MyCleanPC Software 1 Year License for 1 PC on May 5, 2024, for a promotional price of $19.99 (plus $1.40sales tax).  This purchase included a 30-day free trial of our MyCleanPC LiveTech 24/7 Technical Support, which would auto-renew at the regular monthly price of $19.95 plus tax at the end of the trial period unless you contact customer service before the renewal date to cancel.  
  
  Since we did not receive a cancellation request (nor any other contact regarding your subscriptions since purchased date) the ************************** was renewed as scheduled each month until September 5, 2024, for $21.55 ($19.95 plus sales tax). 
  Also on September 5th, your subscriptions were cancelled per your request.  As an exception to the terms of your purchase which state: Monthly and annual subscription fees are not refundable.  The charge of $21.55 billed that day was refunded.
  

  While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit.  As a goodwill gesture and an exception to our advertised policy, additional refunds totaling $43.10 for the **************** renewal fees has been refunded.  Please allow 3 5 business days for the funds to post.
  
  Your subscriptions remain inactive.  Nothing further will be billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  

  Customer Answer

  Date: 10/03/2024

   
  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:09/06/2024

  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.

  they did an auto renewal without notifying me. I went to thier website chat service and complained today, which my renewal was due, and told them I didn't want to renew and cancel my subscription and issue refund. was told they couldn't issue a refund.

  

  Business Response

  Date: 09/13/2024

  ***** ******
  ******************* Loop
  *********************
  
  Date: 9/12/24
  
  Complaint ***********
  Email: ***************************
  
  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 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 annually unless you contact customer service to cancel before the scheduled 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.
  
  Our records reflect that you purchased a 1-year license for the System Mechanic Standard software on August 30,2022.  On September 28, 2022, you also purchased a special promotional offer of a 1-year license for our ********************** System Mechanic Ultimate Defense for $19.95.  Since the Ultimate Defense includes all the capabilities of the Standard software your System Mechanic Standard was cancelled and the license for the Ultimate Defense was extended from one to two years with a renewal date of August 30, 2024, per the terms of your purchase.
  
  On August 30, 2024, your System Mechanic Ultimate Defense license was renewed as scheduled for the regular price of $79.95.  Also, on August 30th we received your Live Chat request to cancel any future auto renewals, per your request the subscription was cancelled.  
  
  While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit.  In exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable a refund of $79.95 has been issued.  Please allow 3 5 business days for the funds to post.   Your account remains inactive.  Nothing further will be billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  
  
  
  
  
  
  

  Customer Answer

  Date: 10/01/2024

   
  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:08/21/2024

  Type:Billing 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.

  I WAS CHARGED $19.99 FOR LIVE TECH WHICH I AM UNAWARE AS TO WHY I WAS BILLED. CUSTOMER SERVICE NEVER ADVISED ME OF THIS MONTHLY CHARGE BUT RATHER INDICATED MyCleanPC Software WAS THE ONLY ANNUAL CHARGE OF $19.99 THAT I WOULD BE BILLED FOR. I NEVER AGREED TO HAVE LIVE TECH.

  

  Business Response

  Date: 08/30/2024

  ****** ******
  ***********************************************************************************
  
  Date: 8/29/2024
  
  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 indicate that on July *******, you purchased a 1-year license for MyCleanPC Software at a promotionally discounted total cost of $19.95(plus $1.42 Sales Tax) which would auto-renew annually at the regular price plus any applicable sales tax.  The offer included a promotional one-month free trial of our ************************************************ which would auto-renew monthly at the regular price of $19.95 (plus tax) unless you contact customer service to cancel prior to the renewal date(s).
  
  We make every effort to be forthcoming regarding our promotions and offers for our MyCleanPC Software.  The majority of the offers include a one-month promotional free trial of our MyCleanPC LiveTech24/7, which does 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.  We regret if you found the offer unclear in any way.
  
  On August 15, 2024, per the terms of your purchase, the ************************************************ auto renewed as scheduled for a total of $19.95.  Also on August 15th, per your request, your software subscriptions were cancelled.  As a goodwill gesture and an exception to the terms of your purchase which states monthly and annual subscription renewal fees are not refundable a refund of $19.95 was issued when the subscription was canceled.
  
  Please contact **************** toll free at?************** if you have additional questions.? 
  
  Sincerely,?? 
  
  ****** *.? 
  Contact Center Operations?Director
  
  
  

  Customer Answer

  Date: 09/25/2024

   
  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:07/29/2024

  Type:Product 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.

  I noticed that my software subscription was going to expire within four days on my computer screen and be renewed automatically. I did not want to be charged automatically, so I paid the fee in advance for a one-year continued subscription. I was worried that I would be double charged and so I used the business's chat on-line feature to speak with a representative. I chatted online with ***** *****. Mr. ***** did tell me that I had been double charged. Also, Mr. ***** made changes to my computer screen while we chatted, and my expiration date changed from 4 days to 730. I told Mr. ***** that I only wanted to renew my subscription for 1 year (365 days) and that I wanted the double fee taken off my credit card. Tired of going around and around texting back and forth with Mr. ****** I contacted the company by phone to have the second charge cancelled. The second charge was supposedly cancelled by the phone-agent (5 to 10 days for it to show) and I asked for an email receipt (which I got). The phone-agent really pushed other products, trying to offer deals with combo-packages of software which I declined. After the phone call, I went back to the software, finding that in the (days remaining) area it now showed expired. I tried calling back several times, but the only immediate solution was to allow the phone call agent to access my computer. The call agents were working in the ************ and I didn't feel comfortable allowing them to access my computer. I have used this software product for years and the way this issue has been fixed within the past was by giving me a new activation code. The phone agents and chat agent (Mr. ****** refused to do this. I was told that I was assigned a ticket # ******* and that I would be called by a technician. I don't answer the phone if I don't know who is calling. I was told that technicians would not leave a contact number or that I could not call them back. In one case, changes were made instantly while watching, then impossible?

  

  Business Response

  Date: 08/02/2024

  **** ******
  ***********************************************************
  
  Date: 8/2/2024
  
  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 indicate that on July *******, your SUPERAntiSpyware Professional 1-year license was auto-renewed as scheduled at the regular price of $39.95 per the terms of your 2023 purchase.  Also, on July 24th you purchase a second 1-year license with auto-renewal resulting in two charges of $39.95 and initially a renewal date two years in the future.  When you spoke with customer service a refund of $39.95 was issued and the duplicate 1-year license inactivated.
  
  On July 25th (the day after this complaint was filed) a correction was made to your account that should have resulted in a new activation code.  This code would have been sent in an email including a number to call if assistance is needed.  
  
  If the issue has still not been resolved,please contact **************** toll free at?************* for additional assistance.? Or if you prefer you may submit updated information or any additional concerns to Better Business Bureau of ********, ** in the form of a rebuttal to this complaint.
  
  Your SUPERAntiSpyware Professional 1-year license remains active and will auto-renew on July 24, 2025, if not canceled prior to this date. 
  
  Sincerely,?? 
  
  ****** *.? 
  Contact Center Operations?Director
  

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22037829
  
  I am rejecting this response because: The business is too Cavalier in reference to what happened! First, after I was charged twice, I had a problem with the renewal code. While this company has its main office here in the *************, I had to speak to customer support in the *********** in reference to the renewal code, the fact that I had 720 days of antispyware, and that I was charged twice. Somehow and in some way changes were being made to my computer remotely while I was speaking to a representative overseas. At some point the problem seemed fixed, though I would have to wait 5 to 10 days for the second charge to my credit card to be fixed. I got off the phone with my account showing 365 days of antispyware as it should have showed, then all of a sudden the years subscription disappeared and once again showed expired. I called the Philippines once again and was told that representatives needed permission to access my computer from a foreign country to fix it. I refused to give my permission, then I was placed on hold, when the representative came back on, I was told I couldnt be helped due to a typhoon. Then I was told Id be given a ticket number for a repair technician to call me the following day. Then I was given instructions over and over again with directions to submit my nenewal code (over and over again) with the same conclusion, that it didnt work, and my account showed expired. The next day, I got message after message from a service technician who wanted access to my computer, the same directions were sent to me to resubmit the same renewal code which would not work. I asked for a new renewal code but for some reason they wouldnt give it to me. I threatened to contact the BBB asking for the companys US office to contact me. Then, 3 days later, I chat with a service representative and finally I am given a new code It works, I asked why they wouldnt give me a new code 3 days ago and I was told that they had to make sure the old one didnt work!!! Still have not spoken to the companys US office. How were they able to make changes to my computer screen on their products dates of service remotely, then why couldnt they? Then why ask for computer access? Why is this company now working out of a 3rd world company in reference to a product for computer antispyware? Days and days of back and forth, refusing to give me a new renewal code. Why? So dont reply back, acting like it was all so simple to fix, IT WAS NOT! Whats with the computer access from the ***********? Your a **** antispyware company??? So many questions and you need to answer them.

  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 01/30/2025

  **** ******
  ***********************************************************
  
  Date: 8/14/24 original date

  
  
  Complaint ID: ********
  E-Mail: ***************************
  
  ***************************** you for the opportunity to respond.We apologize for the delay in responding as a technicality with the BBB was preventing us from posting our response,
  
  We apologize for any confusion and frustration you experienced while the issue with your software license was being resolved.
  
  The changes you mentioned that happened when you contacted us about the duplicate purchase, would have been system generated (not an agent remotely accessing your system) due to the cancellation of the extra SUPERAntiSpyware Professional 1-year license.  Originally the extra 365 days was added to your original license which had automatically renewed resulting in the 720 days.  When that was cancelled the new purchase had to be activated.
  
  We regret to learn that the service technician was unable to reach you initially when they attempt to call.  The information you were provided regarding the activation codes is correct.  The request to access your system was to first make sure that the software (one of the duplicate purchases) was not already activated, which would have caused issues with the initial reactivation code.
  
  Your SUPERAntiSpyware Professional 1-year license remains active and will auto-renew on July 24, 2025, if not canceled prior to this date.
  
  If you have any additional questions, please contact **************** toll free at **************.
  
  Sincerely, 
  
  ****** *.
   Contact Center Operations Director

  Customer Answer

  Date: 02/11/2025

   
  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:07/24/2024

  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 March 15, 2022 I ordered a trial subscription of iolo software for $9.95. I tried the software on my computer for a few days and found that it created a number of problems with the Windows operating system. I subsequently uninstalled the software and forgot about it. I just recently discovered by chance, however, in looking at some old credit card statements, that iolo charged me $79.95 in March 2023 and $79.95 again in March 2024 for renewals. I certainly never knowingly "opted in" to automatically renew the software since I was only trying it out and found it didn't work on my computer. iolo must have buried an automatic renewal in its fine print or with a "pre-checked" check box somewhere. I never saw it. After finding out about these charges I contacted the company and told them to cancel any "subscription" that was still active. They supposedly did it, but refused to issue a refund. After trying out the software and removing it from my computer, I obviously have not used it in the past two years. So, in essence, I'm paying for nothing. I'm sure they can verify on their end that I haven't used the software in the past two years. Further, in searching online I've come across quite a few other people who were "scammed" in a similar way with iolo software, e.g. check some of the reddit threads. I'm requesting a refund for $159.90 for the two renewals for software that I never requested. I've attached a copy of my original email statement for $9.95 from iolo. Note that nowhere on it does it mention automatic renewals.

  

  Business Response

  Date: 08/02/2024

  ***************************
  9144 Plantation Cir
  *******************-6224
  
  Date: 8/2/2024
  
  Complaint ID: ********
  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 indicate that on March 15,2022, you purchased a 1-year license ********************** System Mechanic Ultimate Defense for a special promotionally discounted price of $9.95 which would auto-renew annually at the regular price of $79.95 unless you contact customer service to cancel prior to the renewal date.
  
  We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic Ultimate Defense Software.  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 provided in a confirmation email.
  
  Since we received no cancellation request, the annual license was renewed per the terms of your purchase on March 15, 2023, and again on March 15, 2024.
  
  When you contacted us on May 24, 2024,your System Mechanic Ultimate Defense was canceled per your request.  The terms & conditions of your purchase state that monthly and annual subscription renewal fees are not refundable therefore no refunds were issued.  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 an exception to these terms, a refund of $79.95 for the most recent renewal, March 15, 2024, has been issued.  We ask that you allow 3-5 business days for the funds to post.
  
  Your System Mechanic Ultimate Defense license remains inactive.  You will see no additional charges.
  
  Please contact **************** toll free at?************** if you have additional questions.? 
  
  Sincerely,?? 
  
  ****************? 
  Contact Center Operations?Director