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Business Profile

Computer Hardware

Kaspersky Lab, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Complaints

Customer Complaints Summary

  • 39 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/03/2025

    Type:Product Issues
    Status:
    Unpursuable
    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.
    Date of Transaction: 2/12/24 *** of money paid: $224.69 ****************** to render computer virus protection - Kaspersky Internet Premium Nature of dispute: Company will not refund money after several attempts to cancel service (unable to cancel service via website where service was initially paid for)Business has no avenue for resolution - send serveral messages on website with no resolution; emailed with no response.Issue does not involve advertising

  • Initial Complaint

    Date:03/20/2025

    Type:Product Issues
    Status:
    Unpursuable
    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.
    CONSISTENTLY CANNOT REACH ANYBODY TO RETURN MY COMMUNICATION?I'M TOLD TO UPDATE MY DATABASES FROM WEBSITE APP BUT WEBSITE DOES NOT RESPOND?NO HELP IS OFFERED WITH HOW TO CONFIGURE BACK UP SEVERAL YEARS AGO, IT WAS IMPOSSIBLE TO SPEAK WITH ANYONE WHO SPOKE *********** NOTHING????????????"Starting from July 20, 2024 Kaspersky will gradually wind down its **** operations and eliminate ****-based positions,"Kaspersky told BleepingComputer."The decision and process follows the Final Determination by the ***************************, prohibiting the sales and distribution of Kaspersky products in the **************** has carefully examined and evaluated the impact of the **** legal requirements and made this sad and difficult decision as business opportunities in the country are no longer viable."

  • Initial Complaint

    Date:12/03/2024

    Type:Billing Issues
    Status:
    Unpursuable
    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.
    Over a year ago I filed a complaint with the BBB. There wasn't a way to cancel Kaspersky. Eventually, credit was issued for the charges. It states they do not auto-renew but they do. 1 year later I'm being charged AGAIN for something cancelled a year ago! There's no way to contact them & NO WAY to stop the charge with my ******* appears I'm not the only victim of this fraud. I want a refund, and my information deleted. ABOVE ALL THE CREDIT CARD.

  • Initial Complaint

    Date:10/12/2024

    Type:Product Issues
    Status:
    Unpursuable
    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 had Kaspersky Anti Virus protection on my PC for several years , Kaspersky was banned by the US government from doing business in the ** in June of this year. A few weeks ago Anti virus software from a company called "Ultra AV" was installed on my PC without my knowledge or consent and it seems Kaspersky has transferred my subscription to said company without my approval . I wish to cancel any subscriptions to either Kaspersky and/or Ultra AV immediately and have any monies due me refunded immediately and make it clear that I do not wish to do any future business with either Company. I have attempted to accomplish this on my own but as yet I have just gotten the run a round.

  • Initial Complaint

    Date:09/24/2024

    Type:Product Issues
    Status:
    Unpursuable
    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.
    Kaspersky renewed my service for 6 years without my permission. They did this right before they were banned from the **. I was a loyal customer for 7-8 years, who only renewed for 1-3 years at a time. What they did was illegal. They need to refund me for the service because 1) I did not authorize this transaction or sign up for auto-pay 2) *********** is defective 3) They renewed me for a 6-year subscription which is not consistent with previous subscription renewals that were initiated by **** demand a refund of this product or I will sue Kaspersky in small claims court for the amount that was illegally charged to me and this will be inclusive of court fees / time spent on this case

  • Initial Complaint

    Date:09/23/2024

    Type:Product Issues
    Status:
    Unpursuable
    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 entered an agreement with Kaspersky on April 10, 2024 for a subscription to Kaspersky Premium until April 22, 2027. When the ban in the US was announced, I was told to wait because they may come up with a solution. Their solution was to auto-install another piece of software. I was not notified about this auto-installation, and I thought a virus was installed. Furthermore, the software has not been vetted by me, nor does it actually have equivalent features to what I purchased through Kaspersky. Kaspersky recently routed me to the US office, but you cannot get a hold of anyone there by phone or live chat (I'm not even sure an email form I submitted went through). I expect a pro-rated refund for the time that I have not used the subscription (October 1 to April 22, 2027). This should be an exception to their typical refund policy (30-day refund), as they are not providing their services anymore.

  • Initial Complaint

    Date:09/21/2024

    Type:Product Issues
    Status:
    Unpursuable
    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 9/20/2024, I discovered my Kaspersky antivirus software ($63.59, subscription until 11/12/2024) was partially disabled. Without my consent, UltraAV antivirus and a *** were installed on my computer.Earlier, Kaspersky emailed that their software would stop working after 9/29 due to a *** decision. They offered Bitdefender as a replacement. When I tried to accept, the offer was unavailable.Issues:Unauthorized installation of UltraAV and ***.Loss of Kaspersky functionality I paid for.Unable to use promised Bitdefender replacement.Can't contact Kaspersky (support link broken).Concerns about unauthorized sharing of my data.I've uninstalled UltraAV and the *** but lack the protection I paid for. I'm worried about data privacy.Attempts to resolve:I tried contacting Kaspersky's support, but their link doesn't work. I've filed complaints with the *** and Michigan Attorney General.Desired resolution:Prorated refund (9/20/2024 to 11/12/2024).Explanation for UltraAV installation and any data shared.Assurance my data wasn't compromised.This situation has left me without paid-for protection and raised serious privacy concerns. Kaspersky's actions seem to violate consumer trust and potentially consumer protection laws. Their failure to provide accessible customer support during this transition compounds the issue.I believe Kaspersky should honor their commitment to customers, provide clear communication about service changes, and ensure consumer data protection. Their handling of this situation falls short of expected business practices and consumer rights standards.I request the BBB's assistance in resolving this matter and ensuring Kaspersky addresses these serious concerns. This issue may affect many other consumers, warranting closer scrutiny of Kaspersky's practices during this transition period.

  • Initial Complaint

    Date:08/25/2024

    Type:Product Issues
    Status:
    Unpursuable
    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 11/20/2023 I renewed my subscription for Kaspersky total security for$181.32 a 3 year subscription. I received an email from them stating that after Sept 29 2024 they will no longer update(something to do with us govt,) I ask them for a refund and they routed me to digital river(who use to be their us distributor I ask them for a refund and they referred me back to Kaspersky. all I want is the balance do me from sept29 till the end of my subscription.

  • Initial Complaint

    Date:08/23/2024

    Type:Sales and Advertising Issues
    Status:
    Unpursuable
    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.
    Kaspersky is banned in the ** and that was my computer security that I just renewed in April. I can't use it now and the cost was 100. I requested a refund based on the fact it is banned now and that just came out yesterday 8/22/24. They said I only had 30 days to get a refund.

  • Initial Complaint

    Date:08/13/2024

    Type:Product Issues
    Status:
    Unpursuable
    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.
    Kaspersky Internet Security is no longer allowing US users to download their installer. This goes for current customers as well. I bought a new PC assuming I'd be able to transfer my paid in full account over to the new computer but I'm not able to do so. An extensive online customer service chat with ********************** support told me I either do not upgrade my PC at this time or I simply go with another competitors product on my new PC as I would not be able to install the software w/out the installer. When I mentioned that I pay annually and I was paid in full until January of 2025 they said they are not offering pro-rated refunds since the return policy is a strict 30 days only. I find this ridiculous that they are forcing me to discontinue using the product since I need to upgrade my computer. They cite "political issues" as the reason the installer isn't available any longer but that's not my problem as a customer. I feel they should be offering existing customers a way to get some money back if they can no longer use the product. Instead they tell me I'll be active until January 2025 (even though I won't be using it) and to just let the service expire. I feel I'm owed 6 months of my money back and they should figure out a way to out right "cancel" my subscription instead of telling me to just let it run out 6 months from now. I've been a long time customer and now I cannot use the product any longer, I should be able to recoup my un-used portion or at least a percentage of it. I cannot "wait" to upgrade my PC as I've already purchased a new one and my old one has failed beyond reasonable repair. Regardless, I should be able to upgrade my hardware anytime I want.

Kaspersky Lab, Inc. is NOT a BBB Accredited Business.

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