Reviews

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

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Aura has 5 locations, listed below.

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  Aura

  250 Northern Ave Fl 3 Boston, MA 02210-2027

  
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  Aura

  PO Box 51550 Boston, MA 02205-1550

  
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  Aura

  PO Box 01580 Boston, MA 02201

  
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  Aura

  10 High St Boston, MA 02110

  
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  Aura

  15 Network Dr 3rd Floor Burlington, MA 01803

  

Review Details

• Review fromE. C.

  Date: 03/09/2025

  1 star
  I signed up for a 7-day trial with Aura in 2023 and canceled within the trial period. Despite canceling, I have been charged annually for THREE CONSECUTIVE YEARS (2023, 2024, and *****) at $180 per year for a service I never used beyond the initial 7-day trial.Each year, I've had to spend hours on the phone and sending multiple emails to get these unauthorized charges reversed. The pattern is always the same:Discover an unexpected $180 charge on my credit card Contact customer service Be told various excuses about why the cancellation "didn't take"Fight to get my money refunded In my most recent interaction (March 2025), their "24/7 customer support" representative claimed they couldn't even process a cancellation because I "don't have the service" - while simultaneously charging me $180 for said service! This circular logic is clearly designed to make cancellation nearly impossible.This company appears to operate on a business model of making cancellation difficult and hoping customers won't notice recurring charges. Their practices potentially violate consumer protection laws regarding unauthorized billing and subscription renewals.I strongly caution any consumer against providing billing information to this company. If you do try their service, document all cancellation attempts thoroughly and monitor your credit card statements carefully, as they may continue charging you for years despite cancellation.I am filing this complaint after three years of the same issue recurring annually. This represents a pattern of behavior, not an isolated incident.
  

  Aura

  Date: 03/11/2025

  We sincerely apologize for the frustration and inconvenience youve experienced regarding the Aura subscription charges. As there are multiple companies with similar names, its possible you may have contacted the wrong Aura company. To assist you more effectively, please check your billing statement for a contact phone number associated with the charge.

  To resolve this matter as quickly as possible, please call our ************************ at ************** and reference Case #*******. You may request to speak with a supervisor who will personally assist you in finding a resolution.

  We appreciate your patience and look forward to assisting you.

  E. C.

  Date: 03/14/2025

  This is the correct Aura. I just confirmed again and have been dealing with your customer support.

• Review frommary r

  Date: 03/06/2025

  1 star
  I contacted Aura prior to purchase and they assured me that they can filter spam emails. I purchased the highest level of protection, only to find NO email filtering! Upon further contact with Aura, they told me that they actually can NOT filter emails effectively. I cancelled and got a refund. THEN the fun started. I had call protection on and despite removing app, talking to AURA tech support for over 3 hours, ******* tech support AND apple tech support, I am unable to remove the call forwarding that is STILL happening!! I am actually missing some imp calls that are being flagged by AURA as spam. Very frustrated and would REC buyers to beware!!!!
  

  Aura

  Date: 03/11/2025

  We sincerely apologize for any inconvenience caused by your recent experience. At Aura, we are committed to providing exceptional service to all our valued customers. We apologize for the frustration and inconvenience youve experienced with your phone service. We understand how critical it is to receive your important calls, and we regret the challenges you've encountered. Please know that we have escalated your ticket to our team for further investigation, and we are working to resolve this issue as quickly as possible. We truly appreciate your patience and will provide an update as soon as we have more information.

• Review fromSteve G

  Date: 03/05/2025

  1 star
  Terrible Experience. As I was signing up, after I paid for a membership, I was cancelled. I spoke with 3 different CSRs and got three different answers regarding my REFUND. I became worried the company I thought would protect me was going to take my membership payment (fraud). No explanation as to why I was cancelled. Just a generic cancellation email while registering. What a challenge to get my Payment back, after being cancelled for an unexplained reason. After making several calls I was finally told I have a credit with Aura. How can one be given credit when the business cancels them with no explanation? Refunds go to the payment source; so I was told by Aura's CSRs. I don't trust this business! If you're looking for Identity Theft Protection, take your time and shop around. My experience is that Aura is not organized. This will probably get a response from Aura. Where were you when I needed you??? No apology needed. You lost a customer.

• Review fromPatricia S

  Date: 03/05/2025

  1 star
  In one year, Aura did not tell me anything I didn't already know- sometimes days earlier. They were supposed to be removing my info from the dark web. When I wanted to cancel, they told me they still were not finished doing this. After one year! I planned to cancel, but missed the ONE email saying it was coming due because I was not well at the time. When the charge for the new year appeared on my credit card, I called them immediately to cancel. No deal Even though I explained what happened, they would not budge. Stay on your toes with this company. They just want your money. Extremely disappointed.

• Review fromAmanda S.

  Date: 03/05/2025

  1 star
  Zero stars!Very poor customer service and issue resolution, essentially stole money from us and most likely several other people. We were forced to switch from Kaspersky antivirus to UltraAV in the fall of 2024, no notice until last minute and immediately charged for the service without it being installed yet. We decided to go with a different company and request a refund. After several back and forth emails of trying to persuade us to not cancel they finally agreed and refunded our money HOWEVER, they got the amount wrong. I reached back out for the correction and they admitted in an email that they were in the wrong however they did not have a way to refund the .29 from THEIR error This is NOT about the money, we will survive without the 29 cents its poor business ethics and customer service and if they do this to each new client from the Kaspersky switchover theyre making a lot of money off of mistakes and taking advantage of people. I have ALL communications saved and plan to also give negative reviews online to hopefully prevent this from happening to others Thank you for your time!

• Review fromIan G

  Date: 01/30/2025

  1 star
  I'm not renewing my subscription after one year. Every function of their service has a free counterpart that works better. The worst part of their offering is the **** I wouldn't trust it to keep your IP private at all. It didn't work in multiple countries that require *** to access western internet. That's a big red flag that the *** offering is just a gimmick. The password manager is laughable. Lastly, it's identity theft and credit monitoring are no better than Credit Karma or Rocket Money. I literally feel like I paid money for a headache multiple times over the last year. Not even a full refund would make me change my mind about this company or service. Wish I would have looked at reviews a little more closely before pulling the trigger. I wouldn't be surprised if this company pays for reviews because aside from the ones on the BBB, pretty much all the reviews were positive.
  

  Aura

  Date: 02/07/2025

  Thank you for sharing your feedback. At Aura, we are committed to delivering exceptional service to all our valued customers. We attempted to contact you to discuss your concerns, but were unable to reach you. If you have any concerns about the features being provided, please call our ************************ at **************, and we'd be happy to assist you further. We value your input and want to ensure any issues are addressed properly.

• Review fromChandon A

  Date: 12/25/2024

  1 star
  I purchased this mask on April 15, 2024. I contacted them on October 1, 2024, the mask had fallen apart. Due to cheap design, the bands no longer "stuck" to the mask. I requested to utilize the manufacturers warranty. No one responded to my email. I contacted them again on October 22, 2024. Again no response. I plan to file a dispute with my credit card company since Aura can not honor their manufacturers warranty and refuse to respond to email. They, of course, do not have a contact phone number. I would not order this product. It is very cheaply made, and does not hold up. Even brand new, the mask was pretty poor for the price point. I did buy the manta sleep mask which is much better and it's a lower price point.
  

  Aura

  Date: 12/26/2024

  Thank you for reaching out, but it appears you may have mistakenly contacted the wrong company. We are Aura LLC, and we specialize in monitoring your personal information, accounts, and online reputation to alert you to potential threats. We do not sell masks or other products, and it seems you may be referring to a different company.
  We understand how frustrating it can be to deal with product issues and unresponsive customer service. We recommend double-checking the contact information for the company from which you purchased the mask and reaching out to them directly for further assistance.

• Review fromSteve N

  Date: 11/07/2024

  1 star
  Aura software is useless. I have had it for 2 years now and every 6 months another part of it stops working. First, the *** stopped working. It claimed to be working, but it crippled my ****** and blocked my access to the internet. I couldn't do anything unless i turned it off. Then, the **** stopped working. The **** program stopped ignoring items i had excluded and that were in my exclusion list. Then, when i attempted to 'Ignore' so it wouldn't quarantine the programs i needed, it took me 12 hours to exclude 3 programs in a single location, one a single drive, in a single set of folders. After hours of attempting tp reach their technical support, their only response was "reload the software" and everything will be fixed. ****. And now no response from customer service. I have had to go buy someone else's anti-virus and V.P.N. software to be protected. I had to shut off the Aura **** and V.P.N.. Is it worth it ? Plain answer, NO. Without any customer service, and without any regards to their customers, it is quite useless. This ********************** doesn't deserve to be in business.
  

  Aura

  Date: 12/18/2024

  
  We sincerely apologize for any inconvenience caused by your recent experience. At Aura, we are committed to providing exceptional service to all our valued customers. Weve made a couple of attempts to contact you to address your concerns, but unfortunately, weve been unable to reach you. Additionally, weve sent two follow-up emails requesting you get in touch with us so we can resolve your issue.

  We want to ensure that your experience with us is a positive one, and we were surprised to hear that you felt customer service was unresponsive, especially since we have no record of receiving any direct communication from you regarding these concerns. To promptly address any issues you may be experiencing, please contact our dedicated ************* team at ************** or reply to our email with a convenient contact number and time that works for you. Were here to assist you and look forward to resolving this matter.

  Thank you for your understanding!

• Review fromJessica D

  Date: 11/05/2024

  1 star
  I tried to sign up with Aura and wasn't able to. They still charged me and refuse to refund me despite services not being rendered. So dealing with them has been frustrating.
  

  Aura

  Date: 12/18/2024

  We sincerely apologize for any inconvenience caused by your recent experience. At Aura, we are committed to delivering exceptional service to all our valued customers.

  Our records show that the refund in the amount of $24 was issued on 12/17/24 and 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 **************. Were here to assist you!

  Thank you for your patience and understanding, and once again, we apologize for the inconvenience.

• Review fromJeff Z

  Date: 10/21/2024

  1 star
  I signed up for a 14-day trial and the next day I went to eat lunch and my card was declined. I went to my bank to see what was going on with my bank account and it was the Aura charge. The charge they put on my card was flagged (Aura's charges go through a 3rd party) and the bank manager said the only way to fix it was to issue me a new card. I went home to log in to Aura dot com and cancel the trial membership but could not do it online. It keeps giving errors. Telling me to call. When I called, all they tried to do was sell me a subscription. The 1st ****** even hung the phone up on me. So, I called back, and this ****** said they were canceling my account and I would receive an email. Still, no email, no refund, and the account isn't closed. The company is a joke. Stay away from Aura!!!
  

  Aura

  Date: 12/13/2024

  We sincerely apologize for any inconvenience caused by your recent experience with Aura.
  After reviewing your account, our records indicate that the account was closed on October 21, 2024, and no charges were successfully billed.
  Regarding your inability to cancel online, we apologize if the system gave you errors or if your experience over the phone did not meet your expectations. We take feedback like this seriously and are committed to improving our processes and customer interactions.
  If you have any further questions or concerns, please dont hesitate to reach out to us directly at **************.
  Thank you for giving us the opportunity to address your concerns.