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:03/27/2026

  Type:Product Issues
  Status:

  UnansweredMore 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 a monthly subscription price of $9.99 monthly since February 3, 2021.There are two programs that do not work and have never worked. I reached out for help with these programs over a year ago, and the company refused support for the products and passed the buck to the company that makes them. With this, I paid separtely for each program. $34.99 for one and $119.99 for the other. Both were year long subscriptions. About a week ago each subscription ended so I redownloaded each one from Setapp assuming that it would have been fixed within the past year, but they are not. So, I contacted the company again this time upset that I've spent so much money and left them alone, only to return to the same mess. With this, I sent them a message that stated either fix your programs or refund all of my money. So today, without any response from the company on fixing their products they refunded me a month of service at $9.99 and ended my subscription so that I now have lost access to my other 13 programs. This is not what I asked for and does nothing for me or fixing the programs. It sets me back and the company knows this. So, if the company is going to refund me what I've lost, the total cost would be $599.40 for the monthly subscription plus the cost of each program I had to make. That's a total of $754.38 and todays $9.99 comes nowhere close, plus they cut off all of my access to my other programs.This is unacceptable, in that they offer No support for what they sell and take money for.

• Initial Complaint

  Date:01/08/2026

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 is letter set to Mac Paw about the issue. They have refused to even replay to numerous inquires regarding this issue.I used your website to update my older copy of CleanMyMac X 4.15.14. See Below. I was not provided any link or source for the updated version 5.3.0 of CleanMyMac that I paid for however, instead only a method to activate the product. Surely, this same issue must have been reported by vast numbers of your customers like myself that have the older version of REMOVEDissue has greatly lowered my opinion of MacPaw as a good software company. Please provide instructions on how I should install the upgrade and where to the get the updated installer for the current version of 5.3.0 CleanMyMac that I paid for. I attempted to do this from your site but, under my account the links would only download an installer for the version 4.15.14 that I currently have been using and not the new version 5.3.0 upgrade I paid for.I need to have upgrade of CleanMyMacX change to upgrade from CleanMyMacX to Current CleanMyMac 5.3.0 I have been a long-time customer and would prefer to stay one. I hope your company has good customer support. I would strongly prefer not to have to file a complaint with the Better Business Bureau to resolve this issue.

• Initial Complaint

  Date:12/17/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Approximately 5-6 years ago, I subscribed to CleanMyMac from MacPaw at REMOVEDusing a credit card and school email. Since graduating from the school in 2020, I lost access to the email I used for the subscription and have continued to be charged for an annual subscription to CleanMyMac without being able to access the subscription also due to loss of access to the school email. When I notice the annual automatic charge from MacPaw at REMOVED, I attempted to call, email, or submit a ticket to MacPaw at REMOVEDto cancel the subscription. However, I have been left on hold for hours and have never spoken to a representative due to hanging up after hours of waiting or the call being dropped by the other line. I have attempted to email and submit a ticket to MacPaw at REMOVEDto cancel the subscription but only get an automatic email telling me to input the school email that I'm unable to access to receive a cancel subscription link. I recently submitted a charge dispute to Discover to stop the charges and future charges from going through MacPaw at REMOVED, but the subscription charges were deemed valid based on documentation submitted by MacPaw at REMOVED. Their documentation provided to REMOVEDstated I had never contacted them by phone, email, or ticket to cancel the subscription and that they provided a receipt saying I had been charged for the subscription and they provided the subscription according to their system. My main issue with this company is that I have reached out multiple times via multiple avenues to cancel the subscription but have not been able to cancel the subscription since I cannot speak to a representative from MacPaw at REMOVEDand they only provide automated emails or ticket responses that require me to use an obsolete email.

• Initial Complaint

  Date:12/10/2025

  Type:Product Issues
  Status:

  UnansweredMore 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've had MacPaw Clean My Mac account since 2021 and pay at the end of each year for a 1 year renewal. This year I paid $34.95 on 10/3/25 for a renewal for 2026 (I've attached the receipt from my account below). On 11/15/25 MacPaw via REMOVED(who does their billing) sent an email stating that it was time to renew for the year I already paid for on 10/3/25. I sent MacPaw and REMOVEDan email with the receipt they sent me telling them I had already paid for the upcoming year. REMOVEDcompletely ignored my emails and continued to send emails asking for payment and I continued to send emails with the receipt showing I have already paid. I also sent an email to MacPaw regarding this issue and they said they would get back to me within 48 hrs and I never heard back from them. I've sent multiple emails to MacPaw asking for an update but never heard from them. Today, I received a "Sorry to see you go" email from REMOVEDgiving me one more chance to pay before they suspend my service. Since I paid for service for 2026 and they are suspending service for 2026, I would like a refund of the money I already paid them.

• Initial Complaint

  Date:11/11/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Cannot reach the business, I have paid twice for the same service and want to cancel one of the payments.I've called and emailed, there has been an email response but the email is meaningless, asks me to call a number and then no one answers the number.

• Initial Complaint

  Date:09/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  MACPAW has repeatedly rented subscriptions to 3 software items - I could not access my account because of misinformation associated with it - They have an infinity sign on 2 software purchases next to rental but there is no payment information listed, I can't find where they have my information stored - it's not listed when I login to my account. Yet, repeatedly charged.

• Initial Complaint

  Date:07/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  REMOVEDRefund Request Due to Poor App Performance and Misleading AdvertisingREMOVEDOn 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 REMOVEDphotos 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 REMOVEDaddition 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:- REMOVEDPoor usabilityREMOVED: The interface was difficult to navigate, with small selection buttons, limited filtering options, and no reliable way to preview files before deletion.- REMOVEDNo meaningful storage recoveryREMOVED: 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:

  UnansweredMore 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.

  Unauthorized renewal of an online subscription

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 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 REMOVEDover 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:

  UnansweredMore 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.

  Double charged me and will not respond to several emails and phone calls made to them. They are scammers.