Complaints
Customer Complaints Summary
- 28 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/31/2023
Type: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 purchased the PC Matic software 05/21/2023. It has not worked for me since then. I contacted PC Matic on 08/29/2023 to try to get a refund. They have not complied with my request. I would like to have the refund sent in the form of a check.
Business Response
Date: 08/31/2023
I am sorry to hear about your difficulties. We will be happy to provide a refund for you. One of our technicians will be contacting you to get this taken care of. Please check your email for this correspondence.Customer Answer
Date: 08/31/2023
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:05/09/2023
Type: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 that I use to make annual payments was changed due to a fraud action and PC Matic could not charge me for my bill and it passed the due date. The card company failed to honor the bill even though they are supposed to automatically charge the replacement card. I am just trying to provide PC Matic with the new card number but they make it so difficult I can't seem to figure out how to do it. I HAVE NO COMPLAINT, I JUST WANT TO PAY MY BILL FOR ANOTHER YEAR AND CONTUNUE THE SERVICE FROM PC MATIC. ********************* ************. Have someone call me so I can continue to use PC Matic just like I have for many years.Business Response
Date: 05/09/2023
We have opened a ticket to assist you with renewing your account and upgrading your payment info. Please check your inbox for this correspondence. If you do not see it in the inbox, please be sure to check your spam/junk folder.
Initial Complaint
Date:02/27/2023
Type: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 purchased PC Matic on a yearly basis and never had an issue with their technical support. Since purchasing their lifetime service they wont respond at all. When I now run scans it just stops in the middle and does not complete. I have sent the logs to the company but they dont respond. Today I got an error message during the scan that says it was an Ajax error and a PC Matic alert. What does this mean? Why cant I get this software thing to work or ANSWERS for the problem. I have already removed the software and re downloaded it and still have the same problem. I just want them to fix my problem and RESPOND when I have issues. Beginning to think that buying the lifetime service was a BIG MISTAKE. Thank you in advance for your help in this matter. My PC Matic account user ID is the same as the email provided.Business Response
Date: 02/28/2023
************,
Our records show that each ticket you have submitted has been answered. You may need to check your Junk/Spam folder.
The last ticket we show on file was an inquiry about the iOS app and why it would not run a traditional scan. It was answered immediately and the tech explained that the app was a content blocker, so it would not have a scanner.
You also mentioned that you are having issues with an Ajax error during scans. Ajax errors occur when your device is unable to connect to our servers. Typically there is some latency caused by connection issues through your hardware, or by certain apps on your device.
I have opened a ticket for you on how to resolve this issue. Please check your inbox for the response. If you do not see a response, you can send a message directly to *********************************.
Initial Complaint
Date:02/06/2023
Type: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 automatically resubscribed us. I have tried to contact them to no avail. I dont remember my password. I tried their website to reset my password. It sends a link that doesnt work. I tried it several times. I believe they are a scam!!! I want to cancel my subscription immediately!!!Business Response
Date: 02/06/2023
We are sorry to hear you were having issues with the password reset link. I have sent a help desk ticket to the email we have on file to resolve this issue. If you do not see an email in your inbox, please check the junk/spam folder.Initial Complaint
Date:01/16/2023
Type: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 been subscribing to PC Matic for a number of years. Initially, there were phone contact when I had problems. Currently the service support has built themselves behind computer browsers and internet contacts. All problems cannot be resolved in these ways. For instance, when I change to a new device such as computers, phones etc. the program has to be installed on those devices. Most of the times during these types of situations existing customers are asked to do a new subscription when their account is already paid up. My subscription is renewed every March. It is a vicious cycle trying to update new devices. When calling the phone number on the official site you cannot speak to anyone. I am paid up and have 2 months left on my subscription, but cannot resolved activation problems for my new devices.Business Response
Date: 01/17/2023
Mr. ****,
Our records indicate that you have purchased several different PC Matic licenses. Our account specialist ***** will be reaching out to you in order to resolve this issue. Please be on the lookout for his correspondence. Thank you for your patience.
Initial Complaint
Date:01/12/2023
Type: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 sent many email tickets for help with a problem the past three weeks,, but I get no help back from PCMatic to fix the problem...My problem is the scheduler on PCMatic for scans will not work. when I set the time for the scans. I have to do it manually and then it takes over an hour to complete.Can you contact PCMatic so they can contact me?Business Response
Date: 01/13/2023
**************,
Our team is currently working on a wide spread issue with the PC Matic scheduler. Our records indicate that you have submitted a ticket about this issue and were informed on the status of the scheduler. As soon as we have a solution to the issue you will receive an email with further instructions. Thank you for your patience.
Initial Complaint
Date:12/13/2022
Type: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 purchase on October 31, 2022, (order # *******) PC Matic Home for 5 installations *************** for life, also purchased technical support. At the beginning they answer the phone and would tell me what to do to set my computer (Mac), with no success they got someone to work with it remotely which took days, then I called back to let them know I needed help so they send me to Their Technicians who supposedly made the product but I could only contact them by email, each time I replied it was someone different, asking me to take pictures of the screen along with instructions to set it up that never worked. Finally after weeks of dealing with all this, I called back where I purchased it and she gave me a phone number ************ which I have called several times to both numbers and now they dont answer or call back. I was hopping they were as good as their commercial on tv is. I want a refund. Thank you for your help.Business Response
Date: 12/13/2022
We are sorry to hear about your difficulty installing and using the product. We have refunded your purchase and cancelled your account. You will receive a copy of the refund invoice at the email address on file. If we can be of further assistance please contact us here: https://www.pcmatic.com/support/
Customer Answer
Date: 12/14/2022
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,
***********************
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