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Business Profile

Computer Services

McAfee, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Services.

Complaints

Customer Complaints Summary

  • 614 total complaints in the last 3 years.
  • 117 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/05/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 subscribe to McAfee. On October of 2023 for a one year subscripto be expired, December 12, 2024. The service has not been working properly. I had call 11 times to fixed it. And still never resolved. I need them to *********. My money, they refuse to do it because of the policy. And it's not right. The service has not been working properly. I have all the emails. For all the problems that I have had with mcafee from October 2023 until know 8/524 still 4 months until the the subscription expired 12/6/24 The worst protection company to have McAfee

    Business Response

    Date: 08/14/2024

    Dear *****,

    My name is ***************************. I am on the Executive Customer Assistance Team at **********************. We have received your complaint with the Better Business Bureau, and would like to get in touch with you regarding your concerns.

    I do apologize for the poor experience you have had with McAfee and our support team thus far. To ensure your cases and interactions are thoroughly reviewed, I have requested all contact and call recordings in relation to your previous case(s) be pulled and sent to me personally. The experience you described is not our standard, and we would like to check into this further.

    As a goodwill gesture, I have refunded the $95.50 for the McAfee+ Advanced Individual subscription renewal on November 9, 2023. You should see those funds available to you within 5 business days, though typically just 1 or 2 business days.

    If you have any additional questions or concerns, please feel free to reply to my email correspondence, or you can call me directly at the number notated in my email as well.

    Thank you for contacting McAfee.

    Best Regards,
    ***************************
    Executive Customer Assistance Team

    Customer Answer

    Date: 08/14/2024

     
    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:07/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Although I discontinued McAfee virus protection and haven't been billed, they continue to ******* me with large warning notices that take over 1/4 of my screen. I have uninstalled this app at least 6 times, but it keeps reinstalling itself. I believe this is really from McAfee because they aren't billing me. It is just getting very annoying to have to uninstall it every time it send me a great big red warning. I wonder if they are also installing something else on my computer.

    Business Response

    Date: 08/09/2024

    Dear **************,

    My name is *************************.  I am on the Executive Customer Assistance Team at **********************. I'm sorry that I was unable to reach you regarding your concerns.

    I am not able to provide details publicly, but I have contacted you directly by email with information specific to your concerns. If you have any questions in the future regarding this complaint, please feel free to reply to my email or to reach me directly using the contact information in my email. I am available Monday-Friday, from 7am to 4pm Central Time (**).

    Thank you for contacting McAfee.

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

  • Initial Complaint

    Date:07/30/2024

    Type:Order Issues
    Status:
    Answered
    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.
    The software cant be be removed from my machine. I can't find a way to take it out. I have written Mcafee ,who make the software, before file complicate thru the BBB. Not result from Mcafee or BBB

    Business Response

    Date: 08/06/2024

    Reached out to the customer by way of email and also set up a ticket with our TS assistance Team to assist with the uninstallation of the McAfee program.

  • Initial Complaint

    Date:07/24/2024

    Type:Product Issues
    Status:
    Answered
    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.
    With all of the scams going on, when I got charged a fee of $97.41 from McAfee I immediately assumed it was fraudulent and disputed the charge with my credit card company. That dispute was denied because apparently this is an auto renewal from purchase I did 5 years ago. A lot has happened to our world in 5 years! That computer was broken and replaced more than 3 years ago. Had I known they were still charging me for something I do not have and have not used I would have cancelled much sooner. When I called today to cancel and get a refund I was told that it was more than 60 days since the renewal (the dispute claim absorbed that time) so I was not eligible for a refund (though the did cancel the autorenew). In the world of cyber crimes and identity theft we live in, how can a company created to protect you from such be allowed to charge you for services you do not have? I request a refund for the year 2024 and believe a refund for the last 3 years are in order.

    Business Response

    Date: 07/26/2024

    Dear ****************,

    My name is *************************.  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns.

    I am not able to provide any account details publicly, but I have contacted you directly by email with information specific to your account. If you have any additional concerns in the future regarding this complaint, please feel free to reply to my email or to reach me directly using the contact information in my email. I am available Monday-Friday, from 7am to 4pm Central Time (**).

    Thank you for contacting McAfee.

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

  • Initial Complaint

    Date:07/24/2024

    Type:Billing Issues
    Status:
    Resolved
    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 ended my anti-virus subscription with McAfee, via turning off the auto-renewal and opting out of renewing my subscription on the website under my account and by calling McAfee customer service to confirm cancellation almost 2 months ago. McAfee continues to charge my credit card $160.49 on my old credit card and my new card. *********** (credit card) text me that they declined both charges that I did not initiate. The problem is McAfee continues to charge my card despite the bank declining both charges and issuing me a new card every time McAfee does this. I called McAfee and tried to resolve this issue but customer service claims that they do not have me nor my email address on file even though my bank alerts me that McAfee continues to charge my card. I can't keep having my bank issue me a new card.

    Business Response

    Date: 08/08/2024

    Dear ****,

    This is ************************* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me regarding your recent BBB complaint filed against McAfee.

    Per our conversation, during your previous support interaction on May 13, 2024. Our agent disabled the automatic renewal associated with your PC Optimizer subscription, after assisting you with activating the service on your account. While she made note of your McAfee LiveSafe subscription expiring soon, there was no attempt or confirmation to disable the renewal associated with this subscription, which resulted in the recent attempt to renew the subscription by our system. At this time, I have disabled the renewal program associated with your McAfee LiveSafe subscription, and confirmed that the other subscriptions on your account are not enrolled in our auto-renewal program to prevent any future attempts on your account. We apologize for any confusion or inconvenience that *** have experienced regarding this matter.

    If you have any additional questions or concerns regarding your McAfee account in the future, please feel free to contact me directly.

    Sincerely,

    *************************

    Executive Customer Assistance Team

    **********************

    Customer Answer

    Date: 08/09/2024

     
    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:07/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 purchase total protection software of McAfee from Best Buy and had it down loaded to my computer April 2024. I purchase for my phone as well. After a month I started to notice some issue was happening to my computer. I had call the support number to let them know that someone was in my computer right now. The customer service person told me he would have my transfer me to the highest level of there support team. I was on hold for over and hour. I have spoken with different people from different level and did not get the help I need . In results to this hacker has taken my email address, I have had for years ************** which I used for opening this subscription. The hackers added a old email address I have not used in years ******************** My computer is ruin. I called McAfee to cancel and request a refund. I was told chatting to someone , I can get a refund call billing . Billing told me I can not get a refund. I got there product because of the fire wall protection it claim to help prevent intrusion to my computer and my phone. I should get my money refunded back.

    Business Response

    Date: 08/13/2024

    Dear ******,

    My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. I have received your BBB complaint, and I would like to get in touch with you regarding your issue. I have tried to contact you by phone, but I was not able to reach you.
     
    Please feel free to contact me directly at ************. I am in the office Monday-Friday, from 7am to 4pm Central Standard Time (**). I look forward to assisting you.

    Sincerely,

    *************************

    Executive Customer Assistance Team

    **********************

  • Initial Complaint

    Date:07/22/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    received email indicating $409.73 would be deducted from my account to continue service for two years--never had account--indicated to call ************* if not correct. Did not call. email signed by *************************** Regional Manager indicated membership #********* and another number YVG203FM39109PL This is fraud since I have never dealt with McAfee. What should I do?

    Business Response

    Date: 07/23/2024

    Dear ****************,

    My name is *************************.  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns.

    Based on the information that you have provided, the email that you received is not an official McAfee communication. The contact information is not the official contact information for McAfee support. I have sent you an email with the official McAfee contact phone number as well as some helpful information about phishing.  

    If you have any additional concerns in the future regarding this complaint, please feel free to reply to my email or to reach me directly using the contact information in my email. I am available Monday-Friday, from 7am to 4pm Central Time (**).

    Thank you for contacting McAfee.

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

    Customer Answer

    Date: 07/23/2024

     
    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:07/22/2024

    Type:Product Issues
    Status:
    Answered
    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 contacted by McAfee to renew my account and it told me ***** so I used my ****** which uses my debit card not credit to purchase it. They charged me $158.99 instead of what they told me. I called and complained to McAfee about the charge. They in turn told me to contact ****** to cancel transaction. I did that, I filed a dispute with ******. I haven't received my return back and I'm on SSI and don't have money to throw around. These two companies together stole from me.

    Business Response

    Date: 08/09/2024

    Dear *********,

    This is ************************* again, with McAfee's Executive Customer Assistance Team. 

    Thank you for speaking with me regarding your complaint. If you have any additional questions or concerns regarding McAfee, please feel free to contact me directly for assistance.

    Sincerely,

    *************************

    Executive Customer Assistance Team 

    **********************

  • Initial Complaint

    Date:07/20/2024

    Type:Order Issues
    Status:
    Answered
    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 July 16, 2024, I visited the California DMV website to prepare for a passport. The software required Adobe Acrobat Reader to fill out the form. As I downloaded the software, I carefully reviewed each step to specifically watch of addition software addons so I could prevent their installation. I did not see any other software additions or a place to manually download the software (vs. automatically). Yesterday, I saw a button on my Chrome browser that said "finish update". Assuming it was normal, I clicked it.After, McAfee's software appeared on my desktop. I tried to uninstall it, but the process launches a popup window that will not expand to show the uninstall confirmation button. The only two options for this window is x or -. When rightclicked, no options appear. When clicked on, an ad appears. It is not expandable.I reviewed my extensions in my Chrome browser and McAfee is not listed. I cannot remove this software. More than likely I will need to pay someone with greater knowledge to do so. I do not like this software and do not trust the company because of their hidden antics. While they claim to remove Malware, they are themselves malware. If they cannot get this off my system, I will go further.

    Business Response

    Date: 08/06/2024

    Called and spoke with the customer and informed her that I will set up a ticket with our Technical Assistance Team to help uninstall the McAfee program.  Customer agreed and email to Tech Support has been sent.

  • Initial Complaint

    Date:07/18/2024

    Type:Product Issues
    Status:
    Answered
    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 duplicate charged for computer protection last year. i did not discover it until this year when they did it again. i complained t0 my credit card and they contacted mcafee and it was discovered that they had a duplicate email for me. they issued a credit for the duplicate charge. i realized that i had paid the duplicate charge last year. i asked for a refund and they said they could not do it. my husband died in april 2023 and i had many things on my mind at the time and i did not question the charge. i am out ****** because of an error on their part. i do not understand your one year limit. i did not realize it was a duplicate until this year. actually i paid it july 2023 so it is not over a year.

    Business Response

    Date: 07/26/2024

    Dear **************,

    This is ***************************.  I am on the Executive Customer Assistance Team at ************************ want to thank you for working with me regarding your concerns.

    If you have any additional issues or concerns regarding McAfee in the future, please feel free to reply to our email correspondence, or call me directly.

    Thank you for contacting McAfee.

    Best Regards,
    ***************************
    Executive Customer Assistance Team

McAfee, LLC is NOT a BBB Accredited Business.

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