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

  10 High St Boston, MA 02110

  
• 

  Aura

  PO Box 51550 Boston, MA 02205-1550

  
• 

  Aura

  PO Box 01580 Boston, MA 02201

  
• 

  Aura

  15 Network Dr 3rd Floor Burlington, MA 01803

  

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:11/04/2024

  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 tried to cancel the autopay to the annual subscription to no avail. I called within 24 hours and sent several emails to no avail. They have simply chosen to ignore all my emails and take my money. I did not renew the service because it was of no use to me. I feel like Ive been robbed. What do you do when the company meant to protect your identiy takes your money instead?

  

  Business Response

  Date: 12/16/2024

  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for any frustration or inconvenience this situation may have caused.
  
  After reviewing our records, we confirmed that your account was canceled on December 3, 2024. Additionally, a refund of $326.63 was processed and issued to the original payment method on file.
  
  If you have any further questions, please dont hesitate to contact us directly at ************** for immediate assistance. Our ************* Team is available 24 hours a day to address any additional concerns you may have.
  
  Thank you for giving us the opportunity 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:10/11/2024

  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.

  On 10/10/2024 at 9:56 pm I was emailed an invoice from Aura that my annual subscription payment of $108.00 would be processed. The annual subscription period runs from 10/11/2024 to 10/11/**********, 10/11/2024, I cancelled their service through the my aura account. There was no option to receive a refund. I called the customer service number and was told I could not receive a refund as the subscription had already started, I had to have cancelled prior to the ********** send the payment notice late at night and less than 12 hours before the renewal is not a long enough window for the customer to cancel before the subscription renews.This business claims they sent a notice of renewal a month ago--this was never received by me. Regardless, I am cancelling on the first day of a yearly service. Not issuing a refund is a clear cut case of funds stolen for unwanted services.I demand a full refund of $108.00

  Customer Answer

  Date: 10/23/2024

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

  

  Business Response

  Date: 12/16/2024

  Thank you for reaching out regarding your subscription renewal and refund request. We send renewal notices to our customers at least 30 days prior to the renewal date to provide ample time for you to decide whether to continue or cancel the service.
  
  Our records indicate that while your cancellation request was made after the renewal charge was processed, we honored your cancellation on 10/11/2024 and subsequently issued a refund of $108 on 10/25/2024. Additionally, a supervisor attempted to contact you on 10/25/2024 to inform you about the refund and address any other concerns you may have had.
  
  If you need any further assistance with your account or have additional questions, please feel free to call us at ************** and request to speak with a supervisor.

• Initial Complaint

  Date:09/27/2024

  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 purchased an online digital protection system from ************************** on January 29, 2024, while in ************( I am a US citizen with a permanent address in *******, **, but I am currently in *********** for a job assignment.)* I have been accessing my account without any issues from the same computer in ************* Since then, ************************** has been sending me weekly status updates and, on August 4th, alerted me about the possibility of my social security number being on the dark web due to a recent breach at the national data center.* However, when I tried to access my account, I was unable to log in.* I reported this incident to their customer service on August 24.* After numerous calls and requests, Aura finally informed me via email on September 21 that I cannot access my account from outside US territory.* I called Aura customer service on September 21 to cancel my subscription and request a refund.* ************************** canceled my subscription but refused to refund my subscription fee, citing their 90-day money-back policy, even though my cancellation was due to their inability to provide the service.* Feeling scammed by **************************, I sent them a complaint letter demanding a refund in September 24.* ************************** has not responded to my request so far, not even acknowledging the receipt of my email, which they have done for every other case I previously created.

  

  Business Response

  Date: 12/16/2024

  Thank you for reaching out and providing a detailed overview of your experience. We sincerely apologize for the frustration and inconvenience this situation has caused you.
  
  Its clear that youve encountered several challenges, and we fully understand your concerns. While our 90-day money-back policy applies to most cancellations, we recognize that the inability to access your account from outside the **** due to your location should have been handled differently, and we appreciate you bringing this to our attention.
  
  Our records indicate that we attempted to contact you on 10/8/24 to discuss your cancellation request. We have successfully cancelled your account. However, since the purchase was made on 1/28/24 through ****** and the 180-day refund window has passed, we are unable to process a refund via *******
  
  Please call us at ************** to discuss your refund. Our ************************ is available 24/7 and ready to assist you with any questions you may have.
  
  Thank you for your understanding, and we look forward to resolving this for you.

  Customer Answer

  Date: 12/26/2024

  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 called Aura to discuss the refund plan but the customer service representative who answered my call did not understand nor acknowledge our refund agreement. I am now waiting for another message from the different customer service supervisor from ********************** who originally trying to process my refund.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 01/06/2025

  We have reviewed your case and would like to provide the following clarification based on our records:
  
  10/9/24: You called in and confirmed the address on file, which allowed us to issue a manual check in the amount of $240.
  10/17/24: The manual check was sent to the address you confirmed.
  11/9/24: The check was deposited into a Navy ******************** (****) account.
  12/9/24: You reactivated your account and were billed $50.65.
  12/14/24: Your account was canceled, and a refund of $50.65 was issued via *******
  With the account fully canceled and the refund issued via ******, there is no further refund due. Additionally, no further billing will occur on this account.

  We hope this provides clarity regarding your situation. On 1/6/25, we made an attempt to reach you, which included leaving a voicemail and sending a follow-up email, to discuss our findings and ensure everything was fully addressed. Should you have any questions or need further assistance, please don't hesitate to contact us directly at **************.