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Business Profile

Computer Software Developers

MacPaw

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

Customer Complaints Summary

  • 29 total complaints in the last 3 years.
  • 17 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:07/31/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    **Refund Request Due to Poor App Performance and Misleading Advertising**On or around July 6th or 25th, 2025, I downloaded your app based on its advertised promise of being a thorough and efficient tool for identifying and removing duplicate photos and videos. Unfortunately, my experience has been deeply disappointing and does not align with the claims made in your promotional materials.Despite having over ****** photos and videos on my device, the app identified only a small fraction of duplicates. As I manually scrolled through my library, it became immediately clear that many obvious duplicates were missed entirely. This fundamental failure undermines the core functionality the app claims to ********** addition to its ineffectiveness, the app exhibited serious performance issues. It frequently froze or crashed, sometimes even causing my entire phone to become unresponsive. This is not an isolated experiencenumerous users on the Apple App Store have reported similar issues, indicating a broader pattern of instability.Moreover, the apps user experience was frustrating due to:- **Poor usability**: The interface was difficult to navigate, with small selection buttons, limited filtering options, and no reliable way to preview files before deletion.- **No meaningful storage recovery**: Even after deleting files, the amount of freed-up space was negligible. In some cases, it appeared that deleted files were recreated by the system, offering no real benefit.Given the misleading advertising, poor performance, and overall unsatisfactory experience, I am requesting a full refund. I believe this is a fair and reasonable request based on the apps failure to deliver on its core promises.

  • Initial Complaint

    Date:07/17/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Unauthorized renewal of an online subscription

  • Initial Complaint

    Date:04/15/2025

    Type:Product Issues
    Status:
    Unanswered
    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 ordered MacPaw Clean my Mac in March of 2024...but cancelled, and received a partial refund in April of 2024. Much to my surprise, I was charged again in March of 2025. Investigating this charge, I was told that I was paying for an annual subscription. Their policy clearly states that once cancelled, the automatic subscription no longer applies. I am still fighting ******************************************* over this recent charge. I will upload credit card refund from April 2, 2024, which cancelled the subscription from March 2024.

  • Initial Complaint

    Date:04/09/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Double charged me and will not respond to several emails and phone calls made to them. They are scammers.

  • Initial Complaint

    Date:04/02/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Amount of Money Disputed: $39.99 On April 1, 2025, I subscribed to CleanMyMac through the Apple App Store, under a plan that was advertised as a 7-day free trial with a money-back guarantee. However, instead of providing the free trial period, the company immediately charged me $39.99 for a full year.Upon noticing the charge, I contacted CleanMyMacs customer support to request a refund. They informed me that they do not control the refund process and that I must submit a detailed request to *****. This contradicts their advertised money-back guarantee, which suggests they should process refunds directly.I believe this is misleading advertising, as customers are led to believe they have a trial period and a guarantee, but in reality, they are charged immediately with no direct refund option from the company. I am requesting a full refund of my $39.99 charge.I contacted CleanMyMacs customer support, but they refused to assist with the refund and directed me to *****. And I guess its up to Apples unknown discretion where I WILL get a refund or NOT. ***** ADVERTISING AND ****. I am attaching my subscription confirmation email, receipt, and communication with CleanMyMacs support team.

  • Initial Complaint

    Date:04/01/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    MACPAW CLEANMYMACX continues to debit my account for a long ago canceled subscription.

  • Initial Complaint

    Date:03/21/2025

    Type:Product Issues
    Status:
    Unanswered
    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've written many emails and have not received a response to my issues with Macpaw, and I hope you can help **** recently realized that I have been being charged for SIX subscriptions to Gemini, which I did not order (perhaps some glitch on their end) and have never used. One single subscription and one for five MacBooks (I only own two and never ordered multiple subscriptions)I've tried to cancel in the portal and always get an error message I've sent emails, left messages through the customer portal, and even left a message on Instagram and ********. I got emails saying they would "be in touch" but never got a follow up.Their "live chat" does not work, and the number they provided for 24/7 service does not work either ("no representatives are available right now."). I would like to cancel my account and make sure this company never charges me another cent.These are shoddy business practices and I am appalled.

  • Initial Complaint

    Date:01/14/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 getting charged by this company **********. Every year I keep getting charges for different softwares, that I do NOT purchase for years! This company took my information, and takes it upon themselves to charge me a few times a month, and a few times a year to continue renewing subscriptions from 5 or 6 years ago. I call this company, they tell me everything is cancelled, and refunds are issued, but then they charge me again the next month, and sometimes I don't even realize it until a few months later as I go through my statements. There is no way to call this company directly, and I keep getting the run around through Bot Chats, and through various emails. I am currently seeking refunds for unauthorized purchases that they claim they cancelled, but they did not refund me. They have me on a plan that I never bought, and don't use. I want my refund, I do not want this product.

  • Initial Complaint

    Date:01/07/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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've been a subscriber for years. After upgrading a computer on 12/30, I deactivated my Clean My Mac X on an old iMac. I wanted to activate it on my newer MacBook, but there is no activation option. It looks like my MacPaw account was using an old email that is no longer valid or accessible ***************** I've asked in three separate customer support emails and chats to please help me update my email and also get the rest of my annual subscription up and running on my the MacBook. I received a template response that did not address the incorrect email and still cannot get my license for the software transferred to my computer. I took a screenshot of my activation info on the iMac being retired so I have that info but still no response from the company, and now my license is going unused and expires in March.

  • Initial Complaint

    Date:01/04/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Terminated service before end of paid subscription.

MacPaw is NOT a BBB Accredited Business.

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