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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.
  • 115 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:10/21/2022

    Type:Customer Service 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.
    My checking account being fraudly charged by McAfee. See details from my checking account below:RECURRING PAYMENT AUTHORIZED ON 10/10 MFE*www.McAfee.com *********** CA S381283446452834 CARD 6248 $124.99

    Business Response

    Date: 02/06/2023

    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. 

    If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am available Monday-Friday, from 8am to 5pm Central Time (US).  If you would prefer to communicate by email, you may reach me at ****************************************

    Thank you for contacting McAfee.

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

  • Initial Complaint

    Date:10/21/2022

    Type:Customer Service 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.
    Service is horrible and not anywhere near described. I paid for the service and found they have support that takes over an hour to connect and if you need a supervisor, well they didnt have one to speak with me today.I paid for the service and shortly after I found out that half of the services being sold are discontinued. I was offered no discount and asked for a refund since I wasn't being offered what I paid for.I was told nothing could be done by the support rep who was nothing more than a call center and had no clue what to do or how to handle the situation.I warned the representative that i was on BBB as I was speaking with him to report this horrible scam.I will also be sure to spread this all over the internet so others are warned about their bait and switch sales tactics.

    Business Response

    Date: 02/22/2023

    Tried to reach the customer on the contact number on file, but unfortunately the voice greeting states that this customer does not have a voice mailbox set up yet and immediately disconnects.  I sent an email also and currently waiting on a reply.

  • Initial Complaint

    Date:10/21/2022

    Type:Customer Service 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.
    Yesterday at 830pm after I had done a scan I got an error message on my computer about disk errors and a possible virus and now my computer is not functioning the way that it should I have had Macfee anti virus for awhile and I believe their software has caused damage to my laptop. I am seeking a full refund of their product and or a check for a replacement laptop.

  • Initial Complaint

    Date:10/21/2022

    Type:Customer Service 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.
    March 2021 cancelled subscription 3 payments ***** total 179.97.confirmation #1-80547361 No refund sent.Phoned ************ in *** was told deposit made to **** *** 4 no deposit ,recalled Aug.17 tallked to **** assurred me problem resolved supervisor would call to confirm next day ***** am did not call.reopened .called aug 24 **** she assured me everything was settled my refund would be sent to **** her supervisor would call to confirm,no call.Sept 2 ***** could not find file got upset ,hung up. called again Sept 2 ****** gave him my confermation # he said he could not find any file .I have made 4-5 other calls did not get names all assured me refund was approved and would be sent.

    Business Response

    Date: 02/10/2023

    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. 

    If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am in the office Monday-Friday, from 10am to 7pm Central Time (US).

    Thank you for contacting McAfee.

    Sincerely,
    ***************************
    Executive Customer Assistance Team

    Customer Answer

    Date: 02/14/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:10/21/2022

    Type:Customer Service 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 received an email from **************************** that I had been charged $****** for renewal next I don't even have *******. 09SoleMcAfee! 09Sole Secure 09Sole Date: 12th January, 202209Sole INVOICE: C425t53rw63vq64409Sole 09Sole Product No Unit Price Amount09Sole McAfee protection 09Sole 1 09Sol USD ****** 09Sole Total: 09Sole ******.99 09Sole Payment09Sole Status: 09Sole Paid 09Sole As per the 09Sole renewal policy, your membership has been 09Sole automatic 09Sole renewed today. For 09Sole next 3years 09Sole charges 09Sole levied are09Sole deducted from09Sole registered 09Sole payment 09Sole details 09Sole attached to your 09Sole membership plan. Want to raise dispute? Reach our support desk for any issues with 09Sole membership or 09Sole cancellation at*****************

    Business Response

    Date: 02/06/2023

    Hello ****************,

    My name is ***************************, and I am with the Executive Customer Assistance Team here at **********************. To confirm, the email you received did not originate from McAfee, and we suspect it may have been crafted in a phishing attempt. The price mentioned is much higher than even our McAfee ******************* and we also don't have any home user products at that price point.  Emails originating from McAfee will come from a sender with a mcafee.com domain, and our official support contact information can be found and verified at *******************************************. Additionally,I am unable to locate a McAfee account associated with your email address.

    Please see my email correspondence for more information. If you have any further questions, I can be reached using the contact details noted in that email.

    Thank you,
    ***************************
    Executive Customer Assistance Team

    Customer Answer

    Date: 02/08/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:10/21/2022

    Type:Customer Service 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.
    Delay tactics to avoid fullfilling published refund policy. My son purchased computer protection from McAfee. As he created the account with an incorrect email address he was unable to cancel the annual subscription. Once the charge of $129.99 on 6/20/22 came in, i promptly called McAfee to cancel and to fully refund per published info. As i didnt have the correct email address McAfee stated i must dispute the charge with credit co. I did, but they rebutted and charge was not reveresed. I called 3 more times for a total of 2 hours. On 7/27, 7/30, and 8/1/22 the response is the same "sorry glitch please call back in 48 hours". This delay tactic has pushed beyond the appeal process with the credit company. After reading other poor reviews, this their business model to wear out those seeking refunds, contrary to what they promise.

    Business Response

    Date: 02/23/2023

    Reached out to the customer to confirm that we will honor her request for the refund.

    Customer Answer

    Date: 03/02/2023

     
    Complaint: 19316048

    I am rejecting this response because:

    Sincerely,

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

    McAfee did NOT reach out to me to refund my money.  No phone call, no email and MORE IMPORTANTLY THEY DID NOT PROVIDE THE CREDIT ON MY CREDIT CARD, which is the preferred method to resolve this.  After endless and useless phone calls to their "customer" service department I was told their MANAGER would call me, which never happened.  I told them I do not want a phone call INSTEAD reverse the charge on my credit card.  Stall and delay tactics to not honor their published refund policy. 

  • Initial Complaint

    Date:10/21/2022

    Type:Customer Service 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 had mobile security with mcafee and was put on automatic renewal. I can not get them to take me off or cancel my service. My account is now blocked and I can't get on it. I just want to cancel and never deal with them again. I am hearing impaired so I do not use calls on any phone. I have not been able to get them to reply. I would really like a written reply or text *************. I don't even know how they got my new credit card number but I I got billed on it.

    Business Response

    Date: 02/10/2023

    Reached out to the customer by email as customer has stated that she is hearing impaired.  Currently waiting on a response.

  • Initial Complaint

    Date:10/21/2022

    Type:Customer Service 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 received an email from McAfee computer security telling me that my "Premium Security" is being renewed for another 2 years. I don't remember ever taking out a policy with McAfee at any time so this "renewal" is bogus. My transaction I.D. is: # 2UB70903Y7928643GMy invoice I.D. is: # *******The order is presumably for 5 computers, phones and tablets. This sounds to me like a business transaction rather than a personal one.Can you resolve this mix up? I would appreciate it.

    Business Response

    Date: 02/13/2023

    Hello **************,

    Based on your description, we suspect the email received is a phishing attempt using the McAfee name. The Transaction I.D. and ******* I.D. are not official McAfee order details. Emails originating from McAfee will come from a sender with a "mcafee.com" domain, and our official support contact information can be found and verified at *******************************************.

    Please see my email correspondence for more information. If you have any further questions, I can be reached using the contact details noted in that email.

    Thank you,
    ***************************
    Executive Customer Assistance Team

  • Initial Complaint

    Date:10/21/2022

    Type:Customer Service 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 switched security systems in the recent past. I was with McAfee and decided I already had coverage via another company.. I notified MaAfee I did not want to renew the contract. They agreed to a refund. I am now receiving pop-up ads on my computer indicating i do not have security coverage. I have contacted them by phone requesting they stop sending these ads to my email address. I also sent a letter to them requesting the same thing. They responded with an email indicating that it was another company using their name. They are the only one who I gave my email address to, which indicates they sold it to this fictious company that they claim is sending the pop up ads. I indicated they they by allowing this to continue I was being harassed. I believe this is harassment and I am asking that you help resolve this issue.You now have my email address to use in tis effort.I want nothing more than pop up ads to stopThank You.**********

    Business Response

    Date: 02/08/2023

    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. 

    If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am available Monday-Friday, from 8am to 5pm Central Time (US).  If you would prefer to communicate by email, you may reach me at ****************************************

    Thank you for contacting McAfee.

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

    Customer Answer

    Date: 02/09/2023

     
    Complaint: 19324727

    I am rejecting this response because:
    All I want is for McAfee is to stop sending emails to my address and to remove my email address from their lists/ records. They say they will do this, but the emails keep coming. That is harassment and this should not happen unless I want their services, which I dont.
    Sincerely,

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

    Business Response

    Date: 04/21/2023

    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. 

    If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am available Monday-Friday, from 8am to 5pm Central Time (US).  If you would prefer to communicate by email, you may reach me at ****************************************

    Thank you for contacting McAfee.

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

  • Initial Complaint

    Date:10/21/2022

    Type:Customer Service 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 received an email telling that my subscription have renewed. So I called because I don't know what they are talking about. I called said CANCEL THIS BECAUSE I DIDN'T ORDER THIS! He keep saying I need to be in front of my computer to CANCEL this! I never ordered this and I told him I was reporting this.See the email that he keeps sending me after I called asked them to CANCEL THIS AND STOP EMAILING ME! Welcome!'? ***************** Toll Free Internet Security Yearly Subscription have Renewed ? Dear Membership ID ************************** plan(s) listed below have been renewed with the credit card you have on file.Payment Details:Regular Price:$249.98Discount:-$49.99Your Price:$199.99Payment Date:02/14/2022Credit ********** End in XXXX Note: You are eligible for a full refund by cancelling your service with us via our cancellation department, within 3 days of payment, in accordance with our Terms of Service and local laws.To cancel your services, Please call us Back '? *************** Toll Free Terms and conditions-Your ******************* Services has expired as of Feb 14, 2022. Your system was at-risk, as your security products are potentially was not active. Your warranty is active at this point in time,Your card on the file have billed on cancellation of the services following the company protocol full refund will be provided to only verified customers Account.Be great,********************* LLC ********************************************* USAUnsubscribe

    Business Response

    Date: 02/06/2023

    Hello ****************,

    My name is ***************************, and I am with the Executive Customer Assistance Team here at **********************. To confirm, the email you received did not originate from McAfee, and we suspect it may have been crafted in a phishing attempt. The price mentioned is much higher than even our McAfee ******************* and we also don't have any home user products at that price point.  Emails originating from McAfee will come from a sender with a mcafee.com domain, and our official support contact information can be found and verified at *******************************************.

    Please see my email correspondence for more information. If you have any further questions, I can be reached using the contact details noted in that email.

    Thank you,
    ***************************
    Executive Customer Assistance Team

    Customer Answer

    Date: 02/09/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

McAfee, LLC is NOT a BBB Accredited Business.

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