Complaints

This profile includes complaints for Aura's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Aura

  250 Northern Ave Fl 3 Boston, MA 02210-2027

  
• 

  Aura

  15 Network Dr 3rd Floor Burlington, MA 01803

  
• 

  Aura

  PO Box 51550 Boston, MA 02205-1550

  
• 

  Aura

  PO Box 01580 Boston, MA 02201

  
• 

  Aura

  10 High St Boston, MA 02110

  

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:11/13/2024

  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.

  11-13-24 about *****pm est. Billed me again after cancelling their service multiple times. This has been going on for Months. ***** is approximately the charge. Their app doesn't work and no one there knows how to do anything. I want my money back from the last several months that they have stolen from me.

  Customer Answer

  Date: 11/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:11/10/2024

  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 August 12, I signed up for services thinking it was an 7 day free trail. Instead, it was an 12 month service for $299.88 and was charged to my credit cards. After this charge, I immediately contacted support and said that this was a mistake because it was supposed to be a free trial. I was told it wasnt and that I am stuck with the one year service ending in August ******* I called my credit card company, *********, to dispute the charge and in September, ********* determined that I would not get refunded because I am receiving services from Aura. Whatever, fine. Ill keep the services. So I logged on to my Aura account, only to find that my Aura account has been cancelled in August and I do not have an active membership, YET I was charged the full amount of $299.98 through August 2025 and never *********** I contacted Aura again except this time, no one answered me. I also disputed the charge again with ********* to let them know I should be refunded because I dont have an active service with Aura but ********* still determined I was responsible for the charge and will not be refunded even though my services is canceled and inactive.Ive tried logging in several times, and each time it says I do not have an active membership and is redirected to sign up, even though I have paid services through August 2025.This is a complete fraud. From the free trial to now, not providing services even though a payment transaction was made. I am demanding a full refund from Aura and/or ********* to reverse the charge.Please refund immediately.***** ****

  

  Business Response

  Date: 12/16/2024

  
  We sincerely apologize for any inconvenience caused by your recent experience with Aura. Our records indicate that a *********** Lead reached out to you, your issue was resolved, and a manual check for $299.88 was mailed on November 14, 2024.

  If you have any further questions or concerns, please dont hesitate to contact us at **************. We truly value your feedback and appreciate the opportunity to address this matter promptly. Thank you for allowing us the chance to make things right.

• Initial Complaint

  Date:11/07/2024

  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.

  Aura confirmed validity of my bank account upon subscription inception. Everything processed well and my account was verified. Once my monthly payment was due, Aura stated they tried to bill the same account but my bank labeled the transaction as fraud and denied payment. After an exhaustive morning going back and forth between Aura and my bank, since they both refused to talk on the line with each other to clarify the matter, I was left with no resolution. Aura claimed my bank refused to process the subscription and labeled my account as fraudulent. My bank confirmed Aura never requested funds from my account outside of the initial $8 account verification test, and confirmed there is no electronic processes pending or have been requested by Aura that initial transaction at all. When I made this clear to Aura they refuse to answer about the absence of the electronic request. Their representative told me it was their internal system blocking my payment and they didn't truly process the request. My bank was able to confirm the initial transaction of $8. Aura never requested payment from my account as they said, refused to show proof of the request, and said my bank was blocking payment to my previously verified account and that my bank labeled Aura as fraudulent in the system. My bank showed confirmation and also stated they can confirm Aura is being dishonest. I believe this company took all my data to get me to sign up for their services and now, after gaining access to all my private data, decided they don't want to all me to use the very payment method we agreed upon I use. If my account had an issue, it would have been denied upon inception. I feel duped by this company now capable of selling the very information I signed up for them to protect. I seek clarity via proof of the electronic footprint request to my bank showing my banks decline of transactions. This is fraudulent on Auras part.

  

  Business Response

  Date: 12/16/2024

  We sincerely apologize for the billing issues youve encountered with your Aura service. Weve made several attempts to contact you, including leaving voicemail messages and sending emails, but unfortunately, weve yet to hear back from you.
  
  After a thorough review, our records indicate that the credit card on file (***************** / Pulse network) is recognized as a prepaid card. To avoid any disruption to your account, we applied a credit to your invoice on November 14, 2024, allowing additional time for you to update the card on file. This step ensures your account remains active without interruption.
  
  We regret any inconvenience this may have caused and are committed to resolving this for you. Please dont hesitate to reach out to us at ************** or reply directly to the email we sent. Our ************* Team is available 24/7 to assist you.

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair 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.

  Switched to Aura several months ago and initially no problems. My computer then started having the "blue screen of death" error message. I began to search for the source of the problem and lo and behold it was a file from Aura. I uninstalled Aura and instantly my computer had no issues going forward. I attempted to address this problem with Aura on September 25th via email as I saw from other people that Aura does not answer the phone (likely due to this being an AI run program therefore there are not many people to assist on the tech side). No answer. Aura has never been reinstalled. I wish they would answer to give me a solution as to why their files were causing my computer to crash.

  

  Business Response

  Date: 12/16/2024

  We sincerely apologize for any inconvenience you may have experienced. We havent replied to your email due to an unprecedented surge in email and call volume resulting from the largest breach to date. We regret that this situation has affected our typical response times.

  Our records indicate that a Tech Support agent spoke with you on 10/31/24 and confirmed that the AntiVirus issue has been resolved. You should now be able to download the AntiVirus again.

  Please dont hesitate to call us if you need further assistance. Were here to help! Thank you for your understanding.

  Customer Answer

  Date: 12/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair 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.

  Hello, My name is ****** ********, Please excuse my bold attempt to get in touch. I have contacted Hari and **** directly but have not received a response back yet.We closed in our home October 18th and **************************** mistakenly wired the proceeds from our home sale into your account vs ours (even though the info didnt match- including beneficiary names) the total is nearly $300,000- this is a HUGE deal for us. If this is not resolved immediately it will ruin our families future. Additionally, it is ILLEGAL to keep funds that aren't rightfully yours. After countless hours and attempts with ** ****** *****... unfortunately, ***** has not been very helpful and were at the point of desperation to get this corrected, please help! We have 4 young children and were supposed to close on our new home last week (but couldnt without our funds) the current owner graciously gave us a few extra days- if we cant proceed we will also lose our $72,000 deposit. In addition to losing our new home our ***************************************************** ******* just before Thanksgiving - without these funds she cant have the surgery! Talk about a WHOLE situation - that's where were at. So, I do appreciate your ***** while I sit here in panic mode.We loved our home and expected to raise our family there - Baileys vision went faster than anyone expected so with that - we sold our home to help our baby. And now here we are. Im lost, ***** isnt giving me any answers or an understanding as to when our funds will be in our account. I'm hoping that if we work together with *****, we can get this resolved quickly.Will you please contact me asap to discuss? Cell - ************ Email- ************************ or ***************** Im begging you - please help to get this resolved. Thank you, ****** and **** ********

  

  Business Response

  Date: 12/16/2024

  Thank you for contacting us with your concern. We are very sorry to hear about this unfortunate situation. However, our legal team spoke with the attorney who handled this transaction and confirmed that our company was not the company who received the funds at issue. The account numbers do not match and there were no deposits made in that amount. We hope that you will be able to resolve the issue with ***** and wish you all the best.

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair 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 paid for kaspersky anti virus. My service was switched to ultra av without my consent. Ever since the switch to ultra av, I have not been able to use my accounting software for work. I have contaced their support, which is only via email. I told them about my problems. It takes them 3 weeks or so to reply each time. The last email i receivved said that they are escalating the issue. That was 3 weeks ago and I never heard anything from them after that. I have not been able to properly use my work software for the past 6 weeks now. I am not able to use the servic that I paid for. I demand a refund.

  

  Business Response

  Date: 12/16/2024

  We sincerely apologize for the inconvenience. As of September 30th, 2024, ********* has discontinued support and product updates for its US customers, and ********************** has stepped in to provide protection. Our team has released a new version that will resolve the issue youre experiencing, and we will be reaching out to you directly.

  Regarding your refund request, we have confirmed that your account is canceled, and you will not be charged by UltraAV. Unfortunately, we cannot refund any transactions that were not processed by UltraAV.

  If you have any questions or need further assistance, please dont hesitate to reach out. You can chat with us through your dashboard, visit our help center, or contact us by phone at ************ or via email. Were here to help!

  Customer Answer

  Date: 12/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I tried different updates and the software never worked correctly. I had to turn my virus protection off in order to do my work. It doesn't make make sense that I paid for a srvice that I cannot use.  
   
  
  FAQ
  
  Regards,

  Rayid

   

   

  

  Business Response

  Date: 12/24/2024

  Thank you for reaching out and sharing your experience. We completely understand how frustrating it can be to deal with software issues while trying to get your work done.
  That being said, Wed like to clarify that the payment you made was for ********** service, not ours. As such, any billing concerns or refund requests would need to be directed to Kasperskys support team by email : ******************************. Theyll be best equipped to assist you with this matter.

  Customer Answer

  Date: 12/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 

  You are asking me to contact kaspersky for a refund but kaspersky paid you money to provide services to me. Your company did not accept receiving my account without payment from ********* in order to provide services to me. The service I paid for was working fine with *********. It stopped working once the service was switched from kaspersky to ultraav. It doesn't make sense to me that kaspersky would pay you to provide services to me and give me a refund for said services when it is ultraav, not kaspersky, that was unable to provide those services. 
  
  FAQ
  
  Regards,

  Rayid

   

   

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair 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 10/10/2024 I started having problems with programs on my computer not running. On 10/11/2024 I found that ********* Windows, Steam, Epic, and other programs weren't updating. Kaspersky was replaced by UltraAV and somehow it blocked all admin rights. I reported the problem and was told it would have to be escalated and someone would e-mail me. To update my programs turn off my virus protection. I have e-mailed them 2 times since and receive the same message it has been 5 days with no contact. This is the worst customer service I have ever experienced. An antivirus software company that locks out all admin rights to your computer, then doesn't help to fix the problem they created. The only solution is to turn it off leaving the computer vulnerable? I had ********* for years with no problems and I understand that UltraAV took over for them but you still have to do the job contracted and paid for. The company does not appear in the BBB files at this time.

  

  Business Response

  Date: 12/16/2024

  First and foremost, we want to sincerely apologize for the frustration and inconvenience you've experienced.

  Weve identified a temporary issue that affected some users, particularly with games on Steam and Epic, and were happy to report that this has been resolved. Users should now be able to access their games without any problems.

  However, weve also discovered that some users may be facing difficulties with Windows Update. Please rest assured that our team is actively working on a solution and we are doing everything possible to address this as quickly as we can.

  We are in direct contact with affected users and will be reaching out individually to ensure your system remains protected and up-to-date. We truly appreciate your patience and understanding as we continue to work on resolving this issue.  We appreciate your understanding.

• Initial Complaint

  Date:09/17/2024

  Type:Order 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.

  Signed up for Aura on my cell phone. Immediately afterwards phone freezing up, things would not open. The very next day, much less than 24 hours later I called and canceled my account and they refused to refund my $12.99. I am also going to complain to the *** and the ***. I plan to somehow get a message to ****** ****** ** who I trusted his tv ad word for this company and ask him to reconsider his affiliation with Aura.

  Customer Answer

  Date: 09/28/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 12/16/2024

  We sincerely apologize that your recent experience with Aura did not meet your expectations. At Aura, we are committed to providing exceptional service to our valued customers.
  
  As outlined in our policy, monthly plans are non-refundable, and the plan remains active until the end of the billing cycle, even if canceled. However, we have honored your request and processed a cancellation along with a refund of $12.99, which has been credited back to the card on file in accordance with our policy.
  
  If you have any additional concerns or questions, please do not hesitate to reach out to our dedicated ************************ at **************. Thank you for your understanding!

• Initial Complaint

  Date:09/17/2024

  Type:Customer Service 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 am a paying customer of **********************, an internet security company. I have been unable to reach their customer service department after many attempts. I am left on hold to music for hours and then I am dis-connected. They claim to have 24/7 access for assistance through their customer service number ************** but no one ever picks up tbe phone. I have sent email requesting to get In touch with a specialist and no one none returns a call. I just get an automated emails turning me to their website. This company is not responsive at all.

  

  Business Response

  Date: 12/16/2024

  We apologize for the inconvenience youve experienced in reaching us by phone and email. At Aura, we are committed to delivering exceptional service and resolving any issues to ensure your satisfaction.
  
  Our call volume can be particularly high at certain times, especially due to alert notifications related to the ******************** (NPD) breach. Our records indicate that we attempted to reach you on 8/31/24 and left a message. Additionally, we called you twice on 9/25/24, leaving two voicemails advising you to call us back. We also sent you an email offering the option to respond with a good contact number and the best time for us to reach you.
  
  Thank you for your understanding, and we look forward to assisting you!

• Initial Complaint

  Date:09/15/2024

  Type:Service or Repair 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 started a free trial. Used it for a day. Attempted to cancel the free trial. The free trial was not canceled. Charged a monthly fee. Canceled again. Called the company for a refund 4 hours from the time I was charged the monthly fee without using the product at all. Product was not used since the first day of trial. Company would not refund me.

  

  Business Response

  Date: 12/16/2024

  We sincerely apologize that your recent experience with Aura did not meet your expectations. At Aura, we are dedicated to providing exceptional service to our valued customers. Our records indicate that your refund request was processed on September 20, 2024, and the amount has been credited back to the card on file.
  
  If you have any additional questions or concerns, please feel free to call us at your convenience at **************.