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Complaint Details

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Initial Complaint
01/21/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Found an item on my ********** did not authorize. Its called CBD US Tech Support ******** ********** US charge 20.95Canadian charge ***** December 25, December 26 do not understand this charge and its going to be reoccurring. Thank you, *****.
Business response
01/23/2025
***** **********
********, ON N0K 1N0

Date: 1/22/2025
Complaint ID: ********
E-mail: ***************************
Dear Mr. ***********
Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that on December 25, 2023, you purchased a special promotional offer for a System Mechanic Ultimate Defense 1 Year Whole Home License and a year of ********************** LiveTech Support Service for 1 Computer and 1 Mobile Device for a total of $179.00 USD. Each included automatic renewal unless you contact customer service to cancel. At the end of the first year the USTechSupport ***************** would revert to a monthly auto renewal for the regular price of $19.95 USD (plus any applicable sales tax) billed each month. The System Mechanic Ultimate Defense would renew annually at the regular price of $79.95.
On August 10, 2024, you account reflects that you purchased an additional year of System Mechanic Ultimate Defense for $19.95. This extended the original renewal date from December 25, 2024, until 2026.
On December 25, 2024, your USTechSupport ***************** renewed as scheduled for $19.95 since we had not received a cancellation request.
While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit; in exception to the terms of your purchase which state that monthly and annual subscription fees are not refundable, a refund of $20.95 USD has been issued.
The USTechSupport ***************** is now canceled.
Your System Mechanic Ultimate Defense remains active with an automatic renewal date of December 25, 2026 unless you contact customer service to cancel before the scheduled renewal. If you need further assistance, please contact US Tech Support **************** toll free at ************.

Sincerely,
****** *.
Contact Center Operations Director
us why here...
Customer response
01/24/2025

Complaint: 22840115

I am rejecting this response because:
in ******, this is called negative billing and it is illegal
please cancel these automatic renewals were nowhere to be found when accepting these one year promotional for additional security what time was added
I repeat I do not want this. Cancel immediately.
Thank you *****
I watched and did not sign on line email or ask any conversation about auto billing
I always paid this bill when necessary to increase my days of security
this Tech Support addition as I said certainly shows confusion after a year
I will contact my credit card company in ****** and have them investigate as fraud their sign up procedures

Sincerely,

***** **********
Business response
02/06/2025
***** **********
********, ON N0K 1N0

Date: 1/22/2025
Rebuttal Complaint ID: ********
E-mail: ***************************

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

Thank you for the opportunity to respond.

We make every effort to be forthcoming regarding our promotions and offers for our System MechanicUltimate Defense software. All of our special promotionally discounted System Mechanic Ultimate Defense and USTech Support LiveTech Support Service offers include automatic renewal unless you contact customer service to cancel prior to the renewal date. Our System Mechanic Ultimate Defense software includes an annual renewal. Normally the LiveTech Support Service is offered as a monthly subscription that automatically renews for $19.95 USD each month, an annual total of $239.40 (plus any applicable tax). Our records reflect you took advantage of a special offer for a prepaid 12 months of LiveTech Support Service for $142.02 (a 60% discount) with a monthly auto renewal at the $19.95 rate beginning at the end of the prepaid period.

Information regarding the terms of any offer (including auto renewal) is clearly stated in the online shopping cart prior to any personal information being entered and before the order is finalized. These terms are also included in your order confirmation email. By submitting your order, you agreed to the terms and conditions of the purchase and provided your authorization of future charges associated with automatic renewals of the service/software purchased. We regret if you found the offer unclear in any way.

As stated in our previous response, the December 25th charge of $20.95 USD for the LiveTech Support Service renewal was refunded, and that subscription cancelled.

As of February 5, 2025, your System Mechanic Ultimate Defense has also been cancelled and therefore will not be renewed. You will see no additional charges unless you choose to may a purchase in the future.

If you need further assistance, please contact US Tech Support **************** toll free at ************.

Sincerely,

****** *.
************** Operations Director
Customer response
02/13/2025

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
01/11/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
there software wasnt working when they let me go and they said to call back if i had problems and i did and then this guy got smart with me and said my computer was to slow after the other tech went threw my pc when the was connected to it and deleted alot of my software out of my computer so now i dont have that software anymore and never got theres to work and want to know how much is my refund and some kind of proof of getting refund thanks *****
Business response
01/21/2025
***** *****
*******************************************************************************

Date: 1/17/25

Complaint ID: ********
E-mail: ********************************** / ***********************************

Dear Mr. ******

Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

We apologize if you were treated less than professionally by any member of our staff. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.

Our records reflect that you purchased our MyCleanID Software 1 Year License for 1 PC for $19.99 (plus applicable sales tax) on January 10, 2025. When you contacted us on January 11th, this subscription was cancelled and a refund of $21.49 was issued. We ask that you allow 5 7 business days for the funds to post.

Also on January 11, 2025, GetMyDrivers Software 1 Year License was purchased for $19.95. From the information included in this complaint it appears this software may have been used to update some of the drivers on your computer to improve communication between your computers operating system and hardware.

Please be advised that a review of your account reflects that you have the following software licenses still active with automatic annual renewal scheduled on the dates noted. These licenses will automatically renew at the regular price per the terms of your purchase unless you contact customer service to cancel before the renewal date.

SUPERAntiSpyware PRO 3PCs 1Year   -   renews September 7, 2025.
MyCleanID Software 3 Year License for 1 PC   - renews September 7, 2027.
iolo System Mechanic Ultimate Defense 1-year   -   renews November 14, 2026.
GetMyDrivers Software 1 Year License for 1 PC   -   renews January 11, 2026.

If you need further assistance, please contact **************** via our Live Chat ******************** at ******** or call *************.

Sincerely,

****** *.
Contact Center Operations Director
Customer response
01/21/2025

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
12/31/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Convinced me to buy an expensive program for my computer. I did out of fear. I cancelled everything on 11/09/24. Which was within 30 day timeframe. I was still billed for the charges. I filed a dispute with my credit card company. Theyve notified me that the company said they have a no refund policy. I an an elderly, widow with a limited income. They used scare tactics to convince me I needed this extra protection. This was a 3 year plan and I cancelled it in less than 30 days
Business response
01/24/2025
******** ************
Winamac, IN 46996

Date: 1/21/25

Complaint ***********
E-mail: *************************

Dear Ms. ************************** you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records reflect that you have been a customer since 2022 and purchased our ******************************************** and MyCleanID Software 3 Year License on October 17, 2024. You were billed for these two services at the time of purchase. We apologize if you were treated less than professionally by any member of our staff. It is not our intent to cause overdue concern or fear when discussing the value and increasing need for identity protection services. We want our customers to be aware of the products and services we have available that might best fit their needs.

When you contacted us on November 9, 2024, your stated you wanted to stop any more charges, so all of your active licenses and subscriptions (********************************************, MyCleanID Software 3 Year License and iolo LiveTech ********************* were canceled per your request. This cancelled any future scheduled automatic renewals and fees.

On December ******, due to your dispute, your financial institution reversed the payment of $499.95 for the ********************************************, $64.17 for MyCleanID Software 3 Year License and $19.95 for the iolo LiveTech ******************** (the regular monthly renewal fee that had billed as scheduled on November 5th). The credits created by the payment reversals were removed on December 7th when the dispute was settled in our favor because documentation was provided showing the terms of your purchase. The terms of purchase state Refunds for purchases of standalone Software (not provided as part of a service such as ******************************************** and LiveTech Support) will be granted only to users who contact Real Defense within thirty days of purchase. Monthly and annual subscription fees are not refundable. Therefore, technically the only purchase that qualifies for a refund is MyCleanID Software 3 Year License with cost of $64.17.

While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As a gesture of goodwill and in exception to our advertised policy, refunds of $64.17 and $499.95 for the MyCleanID Software and ********************************** have been issued. Because of the dispute we are unable to issue the refunds to your credit card so a check will be issued for the refunds. We will need your full address to send the check and noticed that you did not include a complete address with your initial order or this complaint. Please forward this information to the Better Business Bureau of ********, ** in the form of a Rebuttal to your complaint #********. Once we receive the complete address a check will be issued and mailed to you. Thank you for your understanding in this matter.

Your software license and service subscriptions remain cancelled. You will see no future charges. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.

Sincerely,

****** *.
Contact Center Operations Director
Customer response
02/01/2025

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.
my address is: ******************, Winamac IN 46996

Sincerely,

******** ************
Initial Complaint
12/31/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I contacted customer ********************** to cancel this service and was directed to uninstall the product 12/5/2024 over chat with an agent. I was billed again 12/31/24 and have been unable to reach customer service so I disputed with my credit card company
Business response
01/11/2025
****** *******
***********************************************************************************

Date: 1/7/2025

Complaint ID: ********
E-mail: ***********************

Dear Mr. ********************* you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records reflect that you initially purchased a special promotional offer on March 31, 2024, for $19.95 MyCleanPC Software 1 Year License with automatic annual renewal. The offer included a free one-month trial of MyCleanPC Live Tech Technical Support which would renew monthly for $19.95 if not cancelled prior to the renewal date.

On December ******, your MyCleanPC Software 1 Year License was cancelled per your request, stopping the annual renewal, but the ******** service was not cancelled and remained active. It renewed as scheduled for $19.95 on December 31, 2024. We regret if there was any miscommunication regarding what was cancelled and what remained active.

On January 3, 2025, your credit card reversed the December payment of $19.95 for the MyCleanPC LiveTech renewal. This chargeback created a credit (refund) of $19.95 in your favor. The **************** was cancelled at this time. You will see no additional auto renewals or charges.

If you need further assistance, please contact **************** toll free at?**************.

Sincerely,

****** *.
Contact Center Operations Director
Initial Complaint
11/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had purchased real defence support from this company and my order was for ***** a month, however they just charged me and they continued charging pay pal acoount . a total of 9 charges were made totaling ****** . When you call the customer service you are talking to someone in the philipine , who dose't know how to fix my billing issue, however they always want to sell you another yearly subscription. then they just cancelled me. No refund . what a joke this company is
Business response
12/07/2024
****** ********
***************************************************************************************

Date:12/06/2024

Complaint ***********
E-mail: ******************************

Dear Mr.********,

Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records reflect that in 2023 you initially purchase USTechSupport LiveTech for 1 Computer and 1 Mobile Device with monthly renewal for $19.95 and SUPERAntiSpyware PRO for 3 PCs for $19.95 with an annual renewal. The SUPERAntiSpyware PRO purchase also included a free one-month trial of AntiSpyware Live Tech Support which would renew monthly for $19.95 if not cancelled prior to the renewal date. The USTech Support LiveTech and AntiSpyware Live Tech continued to renew monthly until September 24, 2024. At that time another purchase of SUPERAntiSpyware PRO including LiveTech was activated for the discount price of $19.95 and then again on October 26th.   These additional purchases of the promotional offer for SUPERAntiSpyware PRO plus LiveTech created duplicate AntiSpyware Live Tech Support subscriptions and billing resulting in the multiple charges for renewal fees in October and November. When you contacted customer service on November 28, 2024, all of the AntiSpyware Live Tech Support subscriptions were cancelled.   We apologize for any confusion this may have caused.

While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As a gesture of goodwill and in exception to the terms of your purchase which state that monthly and annual subscription fees are not refundable, refunds totaling $79.80 for the duplicate AntiSpyware Live Tech Support renewal fees have been issued.   You will see no additional renewal charges for the AntiSpyware Live Tech Support subscription.

Your USTechSupport LiveTech for 1 Computer and 1 Mobile Device remains active and will continue to auto-renew monthly for $19.95 (the next renewal will be 12/26/24) until you contact customer service to cancel.   Also, your SUPERAntiSpyware PRO software 1 year license for 3PCs remains active with an automatic annual renewal at the regular price of $39.95 scheduled for September 21, 2025, unless cancelled before that date.

If you need further assistance, please contact **************** toll free at?*************.

Sincerely,

****** *.
Contact Center Operations Director
Customer response
12/07/2024

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
11/16/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
On October 17th, 2024, I was trying to find a solution to my slow startup speed on my personal PC. After searching for a highly rated program I decide to go with "System Mechanic". I called the number that was listed because I was not able to buy and install the program myself. A young man answered my call and proceeded to get my information and began a lengthy sales pitch which was trying to sell me an expensive long term subscription for the "System Mechanic" I was feeling somewhat over whelmed and told the gentleman that I was tired of his "Sales Pitch" and if he did not get back to the yearly price and get on with it, I was going to hangup. That brought him back to what I wanted and proceeded to install and cleanup my startup and computer files. I appreciated the help to do all of this but feel like I could have installed and run the program myself. If he told me of his tech fee of $181.32, I did not catch it. I got my credit card statement and it had 2 ******** on 10/17/24, one for MyCleanPC for $21.44 and another charge of $181.32 to USTECHSUPPORT. My advice is be aware of the tech support charges...
Business response
11/22/2024
******* **********
*******************
**********************

Date:11/21/2024

Complaint ***********
E-mail: ******************************
Dear Mr. ************************ you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records reflect that we received your call asking for assistance to activate your purchase of MyCleanPC Software 1 Year License for 1 PC for a total cost of $21.44 (including $1.45 sales tax). With your permission the technician remotely accessed your system, activated the license and ran the initial cleanup of your system.

At the time of the call based on the computer system issues you were seeking to resolve; you were offered our System Mechanic Ultimate Defense 1 Year Whole Home License and 1 year of ********************** LiveTech for 1 Computer and 1 Mobile Device for a special promotional price of $179.00 (plus $2.32 sales tax) over 50% off the regular price for these services. With your verbal agreement to the offered terms of the purchase, this software was also installed.

We regret any confusion regarding the $181.32 charge. This was not a one-time fee for the technicians assistance at the time of your call. It was the price of the software, which gives you unlimited access to the services included with the System Mechanic Ultimate Defense software as well as unlimited LiveTech 24/7 support for one year at no additional cost.

Both the MyCleanPC Software and System Mechanic Ultimate Defense purchases include annual auto renewal unless you contact customer service to cancel prior to the renewal date.

Since System Mechanic Ultimate Defense includes the ability to clean up your computer to improve startup and processing speed, the MyCleanPC subscription has been cancelled. As an exception to our advertised policy a refund of $21.44 for that purchase has been issued. Please allow 3 -5 days for the funds to post.

Your System Mechanic Ultimate Defense 1 Year Whole Home License and ********************** LiveTech for 1 Computer and 1 Mobile Device remain active with automatic renewal scheduled for October 17,2025. LiveTech will automatically renew every month at the price of $19.95 after the first 12 months, and System Mechanic Ultimate Defense will automatically renew every year at the price of $31.98 if not cancelled prior to October 17, 2025.

If you need further assistance, please contact **************** toll free at?**************.?

Sincerely,
****** *.
Contact Center Operations Director
Initial Complaint
10/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Originally called **** company to have an upgrade to System Mechanic. I received an email from them for $14.95 pre upgrade price. They actually charged me $19.95, this was mentioned early on the the Chat session. During the interaction with their tech support through a Chat session, they started selling the US Support. They said I would receive a discount for service $369.00 I agreed but no license information was ever mentioned. Like they keep half of the payment no mater what.They scheduled a tech to call within 2 to 4 hours that never called. I got tired of waiting after 6 hours after scheduled time and decided to cancel the service on the same day at the time I called them. They would only refund half of the $369.00 purchase price and they had done nothing to service my computer.I told them I wanted a full refund as they have done nothing to warrant the $369.00 payment. They were so apologetic but their main interest was to keep as much of the original payment as possible. They only refunded $184.00 of the original $369.00 payment. It is obvious they have had problems in the past with their business structure, and I am sure they have plenty of attorneys on the payroll to fight whatever disgruntled sales they have come back their way.This company is build on a SCAM and should be shut down by the *** and/or FTC in which, I have listed a complaint.
Business response
10/10/2024
Greg Davis
9170 S Egret Ct
Gilroy, CA 95020

Date: 10/10/24

Complaint ID: 22364243
E-mail: Scubarobe@hotmail.com

Dear Mr. Davis,

Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records reflect that on September 28, 2024, you accepted an offer for 2 years of USTechSupport LiveTech Support for 1 Computer and 1 Mobile Device at the discounted price of $369.00. The $19.95 billed on September 26th was the monthly automatic renewal fee for iolo LiveTech 24/7 Technical Support service that had been purchased in August. The iolo LiveTech 24/7 was cancelled when the 2-year offer was accepted.

Also on September 28th, your USTechSupport LiveTech Support subscription was cancelled. We regret that you decided to cancel your service because you did not receive a callback from a technician within the timeframe you were told. While we do make every effort to ensure our technicians are able to resolve each ticket in a timely fashion, there are times when we do have a higher-than-average turnaround time; we understand how frustrating this can be.

Our advertised guidelines for a refund within 30 days of initial purchase (installation) applies to our software programs not to 24/7 Live Support services. A 50% refund of $184.50 was issued at the time of your cancellation as an exception since the refund guidelines for LiveTech Support state if there is an open ticket for additional support still pending longer than 10 days a partial refund can be issued.

While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As a gesture of goodwill and in exception to the terms of your purchase, an additional refund of $184.50 has been issued. Please allow 3-5 business days for the funds to post.

Your USTechSupport LiveTech Support Service for 1 Computer and 1 Mobile Device remains cancelled, nothing further will be billed. If you need further assistance, please contact Customer Service toll free at?(801) 523-6766.?

Sincerely,

Morgan M.
Contact Center Operations Director
Customer response
10/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22364243, and find that this resolution is satisfactory to me.

Sincerely,

Greg Davis
Initial Complaint
09/26/2024
Complaint Type:
Product Issues
Status:
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.
I purchased a service from a Real Drfense on 27 August 2021 at a promotional rate. On October 27, 2022, I canceled this service, believing the cancellation to be effective immediately. However, I recently discovered that the company continued to bill me through ****** without my knowledge or consent.Upon realizing this ongoing charge, I promptly contacted both ************ and ****** to request a refund for the unauthorized ********. Both parties denied my refund request, citing information that was apparently shared between them but not disclosed to **** have not logged into or utilized the service since the original purchase date, as I believed it to be canceled. The company's failure to honor my cancellation request and their continued billing without proper notification constitutes a breach of trust and potentially deceptive business practices.I am seeking a full refund for all charges incurred after my cancellation date of October 27, 2022, as well as a formal explanation for why my cancellation was not processed as requested.
Business response
10/10/2024
Sandra Cooper
1983 Oakwell Farms Pkwy APT 603
San Antonio, TX 78218

Date; 10/8/24

Complaint ID: 22263237
E-mail: sandradcooper@gmail.com

Dear Ms. Cooper,

Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

We make every effort to be forthcoming regarding our promotions and offers for our iolo System Mechanic software. The majority of the System Mechanic software offers renew annually unless you contact customer service to cancel before the scheduled renewal date. Information regarding the terms of any offer (including auto renewal) is provided in the online shopping cart prior to any personal information being entered. These terms are also included in your order confirmation email. The terms of your initial purchase state that “Monthly and annual subscription fees are not refundable.”

Our records reflect that you purchased a 1-year license for the System Mechanic Standard software on August 27, 2022, with an annual auto renewal at the regular prices of $49.95. This offer also included a one-month free trial of iolo LiveTech 24/7 Technical Support which would automatically renew monthly at a cost of $19.99 plus any applicable sales tax if not cancelled prior to the renewal date.

On September 27th, and October 27, 2022, your LiveTech 24/7 Technical Support subscription renewed as scheduled for a total monthly fee of $21.55. Also, on October 27th your LiveTech Support was cancelled per your request, as confirmed under the product listing in the email screenshot you included with this complaint. There have been no additional renewal fees charged for the LiveTech 24/7 Technical Support subscription since October 2022. Your System Mechanic software 1- year license remained active since you only requested cancellation of the monthly LiveTech Support service.

On August 27, 2023, the annual renewal of your System Mechanic Standard license was processed as scheduled for the regular price of $49.95.

Since we did not receive a cancelation request prior to the August 27, 2024 annual renewal date, your System Mechanic Standard license was again renewed as scheduled for the regular price of $49.95. Also, on August 27, 2024, your System Mechanic Standard license was cancelled per your request.

On September 4, 2024, your financial institution reversed the payment of $49.95 for the recent annual renewal fee. This chargeback created a credit for the August 27th charge. The payment reversal was not contested which allows the $49.95 chargeback credit to stand as a refund.

Your System Mechanic Standard license remains cancelled since August 27, 2024; the LiveTech 24/7 Technical Support has remained cancelled since October 2022.

If you need further assistance, please contact Customer Service toll free at?(801) 523-6766.

Sincerely,

Morgan M.
Contact Center Operations Director
Initial Complaint
04/02/2024
Complaint Type:
Customer Service Issues
Status:
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.
i pay monthlly and they say the call my cell phone and they don't. they use excuses and won't provide me the service i pay for. they will not reimburse my my funds as they do not even help fix your computer. they are a total scam they also try to sell you a bigger program on every contact when i tell them not to
Business response
04/04/2024
*****************************
CO *****
Daytime Phone: **************

Date: 4/4/2024

Complaint ID: ********
Email: ******************

Dear Ms. ******

Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records indicate that you originally purchased USTechSupport LiveTech for 1 Computer and 1 Mobile Device for a monthly fee of $19.95 on August 19, 2019. *********** has been renewed each month since as scheduled, until March 19, 2024.

We regret to learn of your dissatisfaction with our service, and truly appreciate your input about both the quality of service provided as well as your customer experience when calling us. While we do make every effort to ensure our technicians are able to resolve each ticket in a timely fashion, there are times when we do have a higher-than-average turnaround time;we understand how frustrating this can be.

As a gesture of goodwill refunds totaling $59.85 for monthly fees charged since January 19, 2024, have been issued. Please allow 3 5 business days for the funds to be posted.

Your USTechSupport LiveTech subscription has now been cancelled. You will see no additional renewal fees unless you choose to place a new order in the future.

If you need further assistance, please contact **************** toll free at?*************.?

Sincerely,??

****************?
Contact Center Operations?Director
Initial Complaint
03/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 4/27/23, I subscribed to this service, which included a 30-day money back guarantee. I cancelled the service on 5/25/23, and was told I would receive a full refund. I subsequently called several times to inquire about the refund and was told each time that they would investigate and call me back. No one ever did. Today, 3/5/24 (after calling 3 times in a row, being put on lengthy holds and then disconnected), I was finally able to speak to a supervisor namedo ****, who informed me that because I had never specifically requested a refund (untrue), none could be provided as "it [had] been too many months."
Business response
03/11/2024
***************************
2666 PO Box
Hollywood, ** 90078

__________________________________________________________________________
March 11, 2024
Complaint ID: ********
E-mail: ****************

Dear ****************,

Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

Our records indicate that on April 28,2023, you purchased, a 1-year System Mechanic Ultimate Defense 1 Year Whole Home License and ********************** LiveTech for 1 Computer and 1 Mobile Device for a total cost of $179.00 each of which would auto-renew annually at the that price plus any applicable sales tax unless you contact customer service to cancel prior to the renewal date.

On May 25,2023, your System ***************** license was cancelled per your request. We regret any miscommunication initially regarding a refund request. Although the 30-day MBG has expired as a courtesy, a refund of $179.00 has been issued. Please allow 3 5 business days for the credits to post.

If you need further assistance, please contact **************** toll free at?*************.?

Sincerely,??

****************?
Contact Center Operations?Director

Customer response
03/11/2024

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,

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

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