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:12/14/2024

  Type:Product Issues
  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 ordered t software program called Nexus 5 and I cannot install it I am getting 403 forbidden errors. Please ask the company to contact me at ************ or at email msk730@zoominternet. Thanks. 

  

  Business Response

  Date: 12/16/2024

  Hi ****,

  Thank you for sharing your feedback with us. Im sorry to hear about the issues youre experiencing with your Nexus5 product. Im glad you reached out, as I can help guide you toward expert assistance.

  The Technical Support team at ****, our partner and the developer of the software, is best equipped to help with activation issues. Ive already forwarded your request to them, but I recommend reaching out to them directly for the fastest response

  Heres how you can contact them.

  Ticket system (account required): ************************ (click on "Submit a ticket" for the login prompt)
  New account setup: ***********************
  Sign-in issues: ***********************

  Their team will respond within two business days. If you dont hear back after that time (and have checked your spam/junk folder), please let us know so we can explore alternative solutions for you.

  Thank you for reaching out to Cleverbridge, and I hope your issue is resolved quickly! Wishing you a great day.

  Best regards,

  
  ****
  Cleverbridge Support Team

  Customer Answer

  Date: 12/16/2024

   
  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:12/03/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 received notification of renewal a product I never authorized to be renewed.When I tried to login, even after the first time, its system gave me the message that I had attempted too many logins.After I called their phone number, their system used a loop to prevent communication with a purpose.I plan to file a complaint at a federal agency.

  

  Business Response

  Date: 12/06/2024

  Hi *****,

  Thank you for your email.

  We strive to provide excellent customer service, and focusing our efforts on email communication helps us ensure the highest quality support.

  Im happy to confirm that your refund was successfully processed on December 3, 2024. You should have received a separate email from our system containing your official credit note. If you havent seen it, please check your spam or junk folder

  Everything has been taken care of on our end, but please note that it can take up to five to seven business days for the funds to appear in your account.

  Lastly, your subscription has been canceled, so you wont have to worry about any further charges.

  Please dont hesitate to reach out if theres anything else we can assist you with. Thank you for contacting Cleverbridge!

  Best regards,

  ****

  Cleverbridge Customer Support

• Initial Complaint

  Date:12/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 was changed for a subscription I canceled over a year ago. I cannot get a phone number for Cleverbridge to get a refund from them. This is fraud

  

  Business Response

  Date: 12/06/2024

  Hi *****,

  Thank you for your feedback.

  We strive to offer excellent customer service, and we can provide our highest quality of support when we focus our efforts on email.

  The order was placed under the name ********* **** with the email address ***********************************.

  Im happy to confirm that your refund was successfully processed on December 3, 2024. ********* should have received a separate email from our system containing the official credit note. If you havent seen it yet, please check her spam or junk folder.

  Just to let you know, everything has been taken care of on our end. However, it may take up to five to seven business days for the refund to reflect in your account.

  Please let us know if theres anything else we can assist you with, and thank you for contacting Cleverbridge.

  Best regards,

  ****
  Customer Support
  **********************

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22632979
  
  I am rejecting this response because: 

  Sorry for my late reply. The business in the complaint has not responded, and so the complaint should stay open. 

  
  

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

  

  Business Response

  Date: 12/20/2024

  Hi *****,

  Thank you for taking the time to share your feedback. I sincerely apologize for the inconvenience youve experienced.

  I want to assure you that both charges have already been refunded. The first refund was processed on November 25, and the second on December 3. By now, you should have received the money back to your **** card.

  If you havent seen the refund yet, please check with your bank to ensure it has been processed on their end. If there are any further issues, feel free to reach out, and well be happy to assist you.

  Thank you again for bringing this to our attention, and we hope to serve you better in the future.

  Wishing you a wonderful Christmas and a joyful holiday season with your loved ones!

  
  Best regards,

  ****

  Customer Support

  
  

• Initial Complaint

  Date:12/03/2024

  Type:Billing Issues
  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 used CCleaner for many years. I recently cancelled a free trial of the service but was still charged on 11/29 for $40. I did not receive any email or notifications that I was about to be charged or an email saying I had been charged with the Pro upgrade cause me to overdraft my bank account and I now have to struggle to pay these ******* searching for even a license key to try to cancel this subscription to avoid ever being charged again there is only one from a previous free trial that expired in April. So I don't even know what the h*** I paid for but It's cost me well over $80 including overdraft charges made to my bank account. its been 48 hours since I have filled out their form and I have not received any form of contact.

  

  Business Response

  Date: 12/06/2024

  Hi ****,

  Thank you for bringing this to our attention and for your valuable feedback.

  The order in question is a renewal from your original purchase made on September 28, 2024, at 2:23 AM, under the email address *********************************.

  Im happy to confirm that your refund was successfully processed today, December 6, 2024. You should receive a separate email containing your official credit note. If you dont see it within the next few hours, kindly check your spam or junk folder.

  Everything has been handled on our end, but please note that it can take up to five to seven business days for the funds to reflect in your account.

  Additionally, your subscription has been canceled, so there will be no further charges.

  If there's anything else we can assist you with, please dont hesitate to reach out. Thank you again for contacting Cleverbridge.

  Best regards,

  
  Nina 
  Cleverbridge Customer Support
  
  

  Customer Answer

  Date: 12/09/2024

   
  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:11/27/2024

  Type:Product Issues
  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 received an email notification that a subscription for ******* is renewing. In the email, there is a link to cancel the subscription to prevent renewal. When selected the link only offers renew (NOT CANCELLATION). When I went to the support site for ******* and selected to contact support for non renewal of the project, the form collects data but when submitted it does not acknowledge the request and I have not received any email confirming the support request has been received. This is seems to be an intentional effort to prevent cancellations. I want confirmation that the subscription will not review. Here is that email Dear ****** *******,Please be advised when you purchased ********************************** Essentials Subscription 1 Computer - 1 year subscription" from Acronis through Cleverbridge on 12/13/2023 you have signed up for a subscription product. This subscription will expire in 16 days, on 12/13/2024.On 12/13/2024 Cleverbridge will automatically renew your subscription of ********************************* Essentials Subscription 1 Computer - 1 year subscription and bill you $49.99. This means that you do not have to do anything in order to continue your subscription.If you would like to review or update your payment details, please use the following link: Review or update payment details You can always cancel your subscription if you no longer wish to enjoy its benefits.If you do not cancel your subscription you will be billed $49.99 by Cleverbridge on 12/13/2024.Please always include your reference number #********* when contacting ********** options If you have any payment or order-related inquiries, feel free to contact Cleverbridge Customer **************************************** Customer Support ************************* ************************************************************************************************************************; 

  

  Business Response

  Date: 11/29/2024

  Dear ******,

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and inconvenience you experienced while attempting to cancel your subscription.

  To ensure your subscription for ********************************** Essentials Subscription 1 Computer - 1 year" will not renew, we have processed the cancelation your behalf. A confirmation email has been sent to your email address at *********************** for your records.

  We have also asked our technical team to review this matter, as we want to ensure that customers can easily cancel their subscriptions without encountering difficulties. Your feedback is invaluable in helping us improve our systems and processes.

  If you have any further questions or need additional assistance, please do not hesitate to contact us. We appreciate your feedback and are committed to improving the experience for our customers.
  

  Thank you for your understanding.
  

  Sincerely,

  
  ****
  Cleverbridge Customer Support

  Customer Answer

  Date: 12/02/2024

   
  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:11/24/2024

  Type:Customer Service Issues
  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 trying to make sure my subscription is not renewed and customer service has been AWFUL. A while back I had to change my email from ******************* to ******************* **************** is either nearly illiterate or just making life difficult. I need to change my email address so I can recover my license or have access to ensure this service does not renew! Several emails have been sent and no one is willing to help me. It's mind-boggling. And then of course whenever I sent them details they never reply and here I am starting from scratch. Please contact someone there. Thanks.

  

  Business Response

  Date: 11/26/2024

  Hi ****,

  Thank you for sharing your feedback with us. We have updated your email address and deactivated your auto-renewal to ensure your subscription will not be renewed. You will receive a confirmation email regarding this at **********************************.
  You can easily access your download link and license key by entering the email address you used to place your order at the following link:

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

  If you have any questions about installing your program or need technical support, you can reach Piriforms dedicated support team at:

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

  (The online contact form can be found at the end of each article.)

  Upon reviewing your system, we noticed that you did not contact our customer service team for any updates prior to your BBB comment. Our friendly customer service team is here to assist you, so next time please feel free to reach out to us directly at:
  ***************************************************

  Please let us know if theres anything else we can do for you.

  Best regards,

  
  ****

  Customer Service 

  Customer Answer

  Date: 11/26/2024

   
  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:11/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  On May 16, 2024, Cleverbridge accessed my bank account without authorization and stole $32.32 from me, pretending an authorized charge for CCleaner Professional. I did not order this or authorize it in any way. I had no interaction with either Cleverbridge or CCleaner. I want my money back.

  

  Business Response

  Date: 11/26/2024

  Hi *****,
  
  I'm sorry for any confusion but I believe I can explain.
  
  I see that you have a yearly subscription to CCleaner Professional1 Home PC, 30-day trial subscription that automatically started on May 16, 2024 .

  You signed up for a 30 day trial on April 16, 2024 and you did not cancel the product so it converted into a 12 month product after the free trial. .We sent you an email confirming your renewal to the address on file, *********************** on April 16 to inform you of the upcoming charge and again on May 16, 2024 , which had your receipt and order information. Just in case you didnt receive it, youll also find the same information here: 

  ************************************************************************************************************************
  
  We try hard to make sure the renewal process is as clear as possible, so we take several steps to make sure customers know that they have signed up for a recurring subscription.
  
  -Its stated in the shopping cart before you place your order.
  
  -Theres a reminder shown on the last page of the checkout process, and customers have to confirm that they know theyre purchasing a subscription before they complete their order.
  
  -When we send your order confirmation email, it states You are subscribed to a multiple payment product and lets you know when its going to renew.
  
  -We give you an option to cancel your automatic renewal in the delivery email we send right after you make your purchase.
  
  I'm very sorry, but it appears that the 30 day refund period offered by ******** for purchases has expired. Your order was processed on May 16, 2024 , so at this point I'm afraid youll have to contact them directly if youd like a refund.
  
  You can reach Piriforms dedicated support team at:
  
  ***************************************************************************
  
  If there is anything else we can do for you, please let us know.

  Kind regards,

   

  ****

  Customer Service 

  Customer Answer

  Date: 12/01/2024

   
  Complaint: 22595720
  
  I am rejecting this response because:  The facts as stated by Cleverbridge are incorrect.   I never signed up for a thirty day trial.   I never received any emails (unless as spam) as described.   I was "signed up" against my will and without my knowledge.  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 12/06/2024

  Hi ***** *******,

  We apologize for the inconvenience. For your reference, we have included  screenshots of the communication that was sent to you.

  To wrap things up, you can still request a refund directly from Piriform. Please contact them via their support page at ***************************. The online contact form can be found at the end of each article.

  Please let us know if theres anything else we can assist you with.

  Best regards,

  Nina 

  Cleverbridge Customer Support 

• Initial Complaint

  Date:11/05/2024

  Type:Product Issues
  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.

  9/18 Received notification of renewal with instructions to cancel. I cancelled, but didn't receive a confirmation.9/18 Sent an email to customer support with subject: Did not want to renew - please cancel 9/18 Received email Ref #*********: Your CCleaner Pro subscription indicating payment had been taken out 9/18 Received email: #S54410136: Your subscription for "CCleaner Professional" has been canceled.9/18 Checked my bank statement (in a.m.) and no payment had been taken out.10/4 Received response from my 9/18 1st email indicating successful cancellation. 10/15 Email subj line: Although I received an email indicating my subscription did not renew, I just checked my bank statement. On 9/18/2024 (charge appeared in account after I had checked on 18th), a charge of $39.95 from POS PURCH / CBA*CCleaner Pir 5734 IL Chicago ************************ was taken out. Please refund me the full amount since I followed your procedure to cancel my renewal and I was sent this notification that it had been cancelled. 10/15 received response from your **** Jericho 1) indicating not to worry about a refund, and 2) Otherwise if you'd still prefer a refund, please let me know; I'll be happy to help in any situation.10/17 Subject: Fwd: Re: #******** - Fwd: Subscription #S54410136: Updated subscription details. I sent this because I did not hear back from your support. 10/25 Have not received a response from support to date and not been issued a refund.10/26 Sent email requesting this be elevated to supervisor, provided timeline to date and emails from 1st two Reps indicating I would receive a refund 10/29 3rd **** ********* Not a supervisor requested info in order to receive a refund.10/29 Email replied with info requested. No refund to date.11/3 Email notification I'd be filing a complaint unless refund was received COB 11/4. Refund not received. No response from CCleaner. 11/5 Filing complaint against Cleverbridge CCleaner with the Better Business Bureau.

  

  Business Response

  Date: 11/06/2024

  Dear ********,

  Thank you for reaching out, and I sincerely apologize for the inconvenience this situation has caused.
  I want to inform you that Piriform has now taken customer support in-house, which means all support requests, including cancelations and refunds, are handled directly by their team. As a result, all tickets are being redirected to them.
  Upon reviewing our system, we have located the charge and processed a refund for you. You should receive a confirmation within approximately two hours, and the refund will be credited back to your MasterCard.

  A written confirmation of the refund will also be sent to you via email for your reference. The subscription has been canceled, so you will not be billed again for CCleaner. 
  Thank you for your patience, and once again, we apologize for any frustration this has caused. Please don't hesitate to reach out if you have any further questions.
  

  Kind regards,

  
  ****

  Cleverbridge Customer Support

  Customer Answer

  Date: 11/07/2024

   
  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:11/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 was billed for service more than a week ahead of the listed renewal date on Autopay for the service.There was nothing in their ToS about this and moreover I didn't get any notifications or advance warning about this happening.

  

  Business Response

  Date: 11/06/2024

  Hi ******,
  
  I'm sorry for any confusion but I believe I can explain.
  
  I see that you have a yearly subscription to VIPRE Advanced Security For Home 1 PC/Mac Subscription that automatically renewed on November 03, 2024, exactly 1 year after your first purchase. 
  
  We sent you an email confirming your renewal to the address on file, ********************** , which had your receipt and order information. Just in case you didnt receive it, youll also find the same information here: 
  
  *******************************************************************************************************************

  We try hard to make sure the renewal process is as clear as possible, so we take several steps to make sure customers know that they have signed up for a recurring subscription.
  
  -Its stated in the shopping cart before you place your order.
  
  -Theres a reminder shown on the last page of the checkout process, and customers have to confirm that they know theyre purchasing a subscription before they complete their order.
  
  -When we send your order confirmation email, it states You are subscribed to a multiple payment product and lets you know when its going to renew.
  
  -We give you an option to cancel your automatic renewal in the delivery email we send right after you make your purchase.
  
  Please see the information that was provided on your first purchase: 
  
  This is a subscription product that automatically renews after the initial subscription duration.
  The next payment of $65.49 is due on 11/3/2024. You may cancel your subscription at any time.
  
  Im happy to confirm that your refund has been processed successfully today, November 06, 2024. Youre going to receive a separate email from our system that will contain your official credit note. If you don't see it within the next few hours, please check your spam or junk folder if you have one.
  
  Just so you know, everything is taken care of on our end, but it can take up to five to seven business days to get the money back in your account.
  
  Lastly, your subscription has been cancelled, so you won't have to worry about being charged again.
  
  Please let us know if theres anything else we can do for you, and thanks for contacting Cleverbridge!

  Kind regards,

   

  ****

  Cleverbridge Customer Support 

• Initial Complaint

  Date:11/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 cancelled their service last year in November and they did refund me and said they cancelled my subscription but October 21 they charged me again and now I have to go thru their help desk/customer service **** ****** Going thru 3 different **** they ask me for my info and proof of purchase which I give them and thats where it stops

  

  Business Response

  Date: 11/06/2024

  Dear *****,

  Thank you for reaching out, and I sincerely apologize for the inconvenience this situation has caused.

  I want to inform you that Piriform has now taken customer support in-house, which means all support requests, including cancelations and refunds, are handled directly by their team. As a result, all tickets are being redirected to them.
  Upon reviewing our system, we can confirm that your subscription was canceled on October 20, shortly after the charge was made. We have located the charge and processed a refund for you. You should receive a confirmation within approximately two hours, and the refund will be credited back to your card.
  

  I have also sent you a written confirmation of the refund by email for your reference.

  Thank you for your patience, and once again, we apologize for any frustration this has caused. Please don't hesitate to reach out if you have any further questions.

  
  Kind regards,
  

  ****
  Cleverbridge Customer Support