Initial Business Response /* (1000, 5, 2014/04/30) */
We do apologize for the inconvenience this has caused and I am forwarding this case to our refund department who will be in contact with you very soon to discuss a refund.
Typically refunds take about 5-7 business days to receive. A...
notification should be sent to you soon with the information.
Thank you for contacting us via the Revdex.com and have a pleasant day.
Kind Regards
Initial Consumer Rebuttal /* (2000, 7, 2014/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just looked at my account and the refund has been posted. I am not sure why it has to go to such extremes to get a refund. Maybe most people give up and they get to keep it. Took me 2 weeks on my own and 2 days for the Revdex.com. Thank you for the help.
Business Response /* (-10, 14, 2015/01/30) */
Customer contacted us using our support system.
We tried to help him with a licensing issue.
Customer persisted on refund which was provided by our support agent.
Consumer Response /* (-5, 19, 2015/02/09) */
(The consumer...
indicated he/she DID NOT accept the response from the business.)
Can't see their response. Nothing there.
Consumer Response /* (2000, 20, 2015/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, they refunded my payment. Thanks for your persistence.
Initial Business Response /* (1000, 5, 2015/10/27) */
We decided to make an exception in our refund policy due to the customer's unsuccessful attempt to cancel AR.
Customer was refunded back to the account used during the purchase.
Initial Business Response /* (1000, 5, 2015/11/06) */
Unfortunately, we did not find any request in our support portal.
We contacted customer with an offer to fix his issues with our product.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the...
response from the business.)
They did somehow let us plug in our license number so we were able to get it working without paying the extra money. Thank you all
Initial Business Response /* (1000, 5, 2015/03/17) */
Customer contacted us via our support portal with a request for an explanation about his licenses.
He received his invoices on 13th March.
We also replied to him today with a summary of all licenses purchased by this customer and...
provided it to him.
He purchased 2 separate PRO licenses however time difference between these two orders is 9 months.
He can find multiple bundles available at our website. Customer just need to select which one fits to his needs.
He also purchased Google Play product in monthly renewal which was changed in to the year subscription based on his request. We explained whole situation via our support portal.
We asked customer about the phone interaction because we have no relationship with iYogi. We asked for a phone number which customer used.
We are awaiting his reply in our support portal.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, I am a SHE not a HE, and they should know that considering my profile has me listed with my middle name, [redacted]. Second, I have contacted AVAST through email on numerous occasions about the different bundles that they advertise, and I asked them since I have made 2 PC pymts for a yr and 1 renewal on one of he PCs for the next after the 1st PC was added, then I added 1 phone for a yr, I then asked could they could combine each of those for me in to just 1 bundle because there is no way to do it by myself. This way I could get all of them on one yearly payment to combined all PCs and phone to just 1 payment. They did not want to listen to what I asked if they would do. They said something about there are bundles to choose from, but I added these devices at different times so there was no way to bundle that wasn't an option. So, that was my first complaint.
Then I proceeded to to let them know since I WAS A PREMIUM CUSTOMER (paying customer) who had top notch coverage for protection against anything bad to get on my computer, I ended up getting stuff on my PC that their software allowed. That's what caused both my PCs to need to be repaired. I called them to confront them about this issue, and they blame it on another company the company Windows in which the PCs Operating System was made. However, it wasn't Windows that was causing the problems it was a virus, and it was on both PCs from linking them together in my home having the same stuff on both of them. When I called Avast, they told me that no, it wasn't there software, they have protected me and it would cost an ADDITIONAL $169.99 for a 1 TIME FEE for having someone look at the PCs and fixing them. Then if I decided I wanted even better protection/coverage where if something else happened to my PCs in the future, then I could pay, $299.99 and get a year subscription to cover both PCs to have maintenance done to them. However, the coverage or premium coverage I had as a customer I was supposed to get AVAST's most premium service to keep any kind of issue like that from happening but it did anyway. I see that AVAST's reply to my complaint has not mentioned that once, and now I have a PC that won't even work, I had to call the actual manufacturer of the PC and pay for a service to cover me on these issues when anti virus etc fails to do its job and pay $129.99 for the year which is what I went ahead and done since AVAST wanted to charge me an additional $200 to have this type of coverage when their Premium plan should have protected my PCs to keep this from happening. Why would I bother with Premium coverage if I wasn't going to be protected on my PC? I would have just went with the anti virus software that initially came with the Operating System/Windows when I bought them in the first place.
So, to sum that up I spent $105+ with Avast protecting my computers with one renewal included which didn't do its job. Then when they refused to assist me in fixing my PC or even trying to scan it or do anything to try and help me except offer me a service that no one can afford especially living on a fixed income. I had to ask my husband if he would please allow me to take some of our income tax return to pay another company to fix our computers and then for the software to protect me like yours was supposed to do for a year. The two cost two different amounts, and I think it only fair for you to reimburse me on what I have paid you for 2 PCs and 1 phone for the year so I can get my money back. I had to PAY THEM $129.99 FOR A YEARLY PROTECTION AND $149.99 TO REPAIR MY PCS. But the thing about that was it was cheaper what you were going to charge me because these will last all year when you wanted to charge $169,99 to repair my PCs when you were supposed to be protecting them to begin with then another whopping $299.99 for the service for a year which I could have bought one brand new PC for what you were wanting to charge me for your services. What a scam!!!
Final Consumer Response /* (3000, 21, 2015/04/15) */
4-15-15
Sent via email:
On Wed, Apr 15, 2015 at 12:34 PM, [redacted] wrote:
So, let me get this right, they are refunding me for all that I have bought thru them.? but I was unable to read it all I bought 3 then also bought 1 for my phone that is a total of about $40x3=$120+$15=$135 so is that about right is that what I am understanding. I am wanting to know to know what the results are? That would be 3 pkgs that I got and then 1 for the phone. Is that correct? Plz verify this with me or assist me in doing so. I can live with that. Even though they should have assisted me in telling me what really was going on with my pcs. That was wrong right there treating me like a number. I have learned not to work with people who do not speak english clear cuz they are a foreign company and usually they could care less what happens to their customers when the software doesn't take care of the pcs as promised.
ty,
[redacted]
which card will they be adding this back to b/c I may have gotten rid of that credit card, and that is my main concern, I forgot to include that. is there anyway that u could find out.
thanks,
[redacted] aka: [redacted]
Final Business Response /* (4000, 23, 2015/04/16) */
Customer was refunded in a good will of Avast Software.
Both of his licenses were way over our 30-days refund guarantee.
We refunded his Avast PRO & Avast Mobile Premium.
Only remaining licence which was purchased by him was another license of Avast PRO which already expired in February. Refund for this order was not processed because this order for frequently used during the whole year of its validity.
Initial Business Response /* (1000, 5, 2014/04/23) */
We're very sorry but as your purchase was made for 2 years in January 2014, the product is no longer refundable although we'de be more than happy to have a technician review your issue so that we may troubleshoot the problems your...
having.
Avast does not clean viruses though, so you may have spoken to a 3rd party support vendor since there is very little we can do in regards to cleaning a virus.
http://www.avast.com/en-us/support
If you have another issue I recommend to contact [redacted]@avast.com or go to our portal.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I renewed my licenses in 2014 and was told on their website and in their product that it protects me from viruses, malware, and provides updates.
I got the newpassword root kit malware where is reports my username and passwords back to the attacker. I was told by their support that for $179 they would clean my computer. I could care less if they have a 3rd party agent as my deal is with their company. If their product will not do what it claims and they will not provide support then I want a refund as they have broken their promise with me.
I will file a complaint with the Federal Trade Commission as they should no longer be allowed to sell something that does not work!
They also have a recording of what the techinain and I discussed which clearly proves my claim and disputes what this person stated.
Final Business Response /* (4000, 9, 2014/04/28) */
The purchase that was made is no longer refundable as you purchased a 2year support contract. I will have someone from our refund department contact you to discuss this further.
Kind Regards
Final Consumer Response /* (4200, 11, 2014/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is standard [redacted] from their company. When they make it right I will be most happy to agree to the terms. As an IT and Cyber Security expert I see this scam all the time.
Once again when they make it right I will be most happy to post they are a good company.
Initial Business Response /* (1000, 5, 2015/10/27) */
Customer contacted us in our support portal.
Our support agent explained to customer that he purchased this subscription from Apple iTunes distributor.
We sent customer a link to manage his subscriptions.
Initial Consumer...
Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just cancel the account. The link that was sent, was not helpful. When I called the 800 number after receiving the unhelpful link, they were not able to look up my account at all. Not by name, by phone, or by email. This seems like more deflection and run around. Also, my iTunes account, email, etc. identify me as "[redacted].[redacted]". I am a female, not a male (as referenced by their comments above). This just further demonstrates to me the ineptitude I've experienced all along. Cancelling the account by me, or by Avast should not be this difficult!
Final Consumer Response /* (3000, 12, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted iTunes, the seller, and they have refunded me for the most current payment of $2.99. I want to make sure that no further payments are issued, by cancelling my account. I have notified iTunes, but want my account cancelled from your end, so that there are no further/future subscription payments made. Please confirm the cancellation of my account, and confirm that no further subscription charges will be made.
Final Business Response /* (4000, 14, 2015/11/27) */
Whole subscription management is done by iTunes directly.
If they refunded your charge so we expect that your subscription was stopped.
Initial Business Response /* (1000, 6, 2015/06/09) */
On 12th April customer used her card to have a free trial for 60 days of our Avast Internet Security. On the same date she made a purchase for another Avast Internet Security for 1 year for $49.99.
Her trial subscription Auto-renewal option...
was deactivated so she wasn't charged for it.
she contacted us with her refund request for the Avast Internet Security for 1 year/1 user on 3rd June which is almost 2 months from the purchase date.
Customer wasn't charged for Auto-renewal as she claims in this complaint.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT sign up for anything other than a 60-day trial of Avast's anti-virus protection. It is patently absurd to sign up for a 60-day trial at the same time you are signing up for a year's worth of the service. No one would do that!! I went through their website which offered a 60-day trial. I entered my credit card information and then engaged in an on-line chat with someone named [redacted]. Avast reps scanned my computer during our "chat." They told me the computer needed $79.99 worth of service to remove the trojans and rootkits. Via the on-line chat, I declined their offer. Then I was offered debugging for $69.99. I declined that offer as well. Several times during the "chat" I mentioned that I was ONLY interested in a 60-day trial. The next day, a $49,99 charge from DRI AVAST (Digital River, Inc. which handles their billing) appeared on my credit card). Avast has been dishonest. I first tried to cancel the service on-line on June 1. When I got no e-mail reply, I called the company on June 3. They had no record of my e-mail address or me. I was told to resubmit the on-line cancellation request, which I did. Avast's first on-line reply stated they don't offer any trials except 30 day trials; so I missed the deadline to cancel. (I have since taken screenshots of their web pages that offer a 60-day trial---will you please reply with an "attach documents" box so I can show you the screenshots I took. These shots reveal a "you will not be billed until the end of the trial" clause. Their sites also state customers will receive a notification e-mail before the trial ends. Since the company had no record of my e-mail address on June 3, I doubt I would have been notified of anything via e-mail). Now the company is insisting I signed up for a trial AND a year's worth of their anti-virus protection. Please google "Avast scams." Complaints about the company are all over the internet.
Final Business Response /* (4000, 11, 2015/06/18) */
Let me reply Summarize customer's orders once more time.
Customer created two orders on Apr/12/2015:
Avast Internet Security Trial - 1 PC, 1 Year for $0 - this was a trial which is charged only of customer keep Auto-Renewal option active. Customer canceled it so he was not charged for it.
Avast Internet Security - 1 user, 1 year for $49.99 - this subscription is a standard license valid for one year charged during the purchase. Customer put this order in to the shopping cart and ordered it as any other online item.
As you can see above, customer was never charged for Auto-Renewal in his TRIAL subscription.
Final Consumer Response /* (4200, 13, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Avast representatives keep saying the same thing over and over again...that I ordered anti-virus protection twice and they have graciously agreed not not to charge me for the 60-day free trial of their product. As I mentioned before, no one in their right mind would purchase anti-virus protection and, at the same time, sign up for a 60-day free trial of the same product. It is obvious the company has no interest in solving this problem. Even if I HAD mistakenly ordered the product twice, any reputable company would work to resolve a serious customer complaint. And any reputable company would be motivated to protect its reputation (which is lambasted all over the internet). At this point, Avast has wasted more than $49.99 worth of its employees' time responding to me and my reports of Avast's fraudulent behavior to authorities. I suggest the Revdex.com not waste any more time dealing with Avast. The company has no interest in solving this matter with me. However, the Revdex.com may wish to advise its customers to print out any on-line "chats" with customer service representatives. I engaged in a lengthy on-line chat with an Avast representative. During that "chat," I repeatedly mentioned that I was ONLY interested in ordering the "60-day free trial" of their product. During my "chat," I also repeatedly mentioned that I didn't want to spend a lot of money on the computer in question. I told the Avast people I know how to wipe a hard drive and would do that or get a new computer before spending a lot to debug an old one. I've also asked the billing company Avast uses (Digital River, Inc.) to send me a digital copy of the shopping cart order Avast says I made. I'm still waiting for that to happen.
Complaint: [redacted]I am rejecting this response because: These people called me three...
times using a RESTRICTED telephone number. I do not respond to restricted phone numbers. They then sent me an email with a real phone number to call and I did. It seems that they arbitrarily cancelled the contract I had paid for because they stopped using independent people to help with technical problems. They never notified me or anyone else about the change. I now have a new phone number and contact designation so that it is possible to actually call and speak to a tech support person.
There false description of the attempt to call me is typical of the way Avast treats it customers. On a scale of 1 to 10 I would rate them at a 3 particularly since the people who you get to talk to when you call are not very good at speaking English.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/07/09) */
Customer was already refunded for his recent purchase from June/2015.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Only part of the...
complaint was fulfilled. I DID receive a full refund of the protection plan fee.
However, I still can't remove their software from my computer. The password * have still does not work even after changing it per the instructions sent to me by a customer service supervisor. It seems two different passwords [redacted] needed to access different areas of my account. I only have one. I've sent back my results and am awaiting their response.
Final Business Response /* (4000, 9, 2015/07/13) */
We replied to customer via our support portal.
Just to make sure, we are posting uninstall procedure here as well:
1) Uninstall the version of Avast that's currently installed on your computer using our uninstall utility, that can be downloaded from this page:
http://www.avast.com/uninstall-utility [redacted]
2) Use it in safe mode of Windows - in this mode you don't need to disable the self-defense module. Here you can learn how to start Windows in safe mode:
http://www.pchell.com/support/safemode.shtml
3) After using that tool, restart your computer.
Final Consumer Response /* (2000, 11, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
all aspects of my requests have been met.
Initial Business Response /* (1000, 5, 2014/04/16) */
Currently in our files we only have the 1 purchase for Premier made on 3/18 valid for 2 years.
This is your only current product, no other purchase was made or charged.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/17)...
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint is that my credit card was charged on 3/17/14 EVEN THOUGH I made a two year purchase on 3/18/2013. I have an email from them confirming the XXXX X- year purchase.
This was an UNAUTHORIZED charge which they will not address. They simply ignore my requests for a credit.
Additionally, I want to REMOVE MY CREDIT CARD INFORMATION from their files and prevent them from charging my card again next year. They ignore that request as well. No response whatsoever.
This company has many, many billing complaints posted against it on the web. My experience with them seems to be rather common.
This is what I want resolved.
Final Business Response /* (4000, 16, 2014/04/30) */
Your submission has been recorded and sent to our complaints office to be removed.
Final Consumer Response /* (3000, 14, 2014/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I also want my credit card information removed from their files as I do not want to auto renew this service.
Thank you,
Initial Business Response /* (1000, 5, 2015/04/16) */
We did not find customer in our support portal.
We contacted him with his license and a procedure how to insert it.
We are awaiting his reply in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/19)...
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Yvette for your Revdex.com follow up.
Regarding Avasts latest communication: Yes I wrote several tickets requesting help, but a search on line quickly indicated to me that most of those Portal Requests for Tech Support never seemed to get attention. I then, began using the phone to call which eventually led to my complaint.
While I did have a bad experience with Avast that left me with a horrible migrane ( I was down a bout a week).
I actually did get a fast response phone call from an Avast Supervisor. Unfortunatly, it came in shortly after I had already made my Revdex.com complaint and while I was too ill to take advantage of the offered assistance.
To Avast's credit and in all fairness, the supervisor I spoke to was just the opposite of what I would have expected. He was soft spoken, polite and understanding regarding my up and coming migrane and appologized for any mistreatment.
If the rest of Avast was as thoughtful and caring as this supervisor appeared to be the company would be a powerhouse far beyond Microsoft.
As of April 19th 2015, I am reloading Operating Software and will again try to load Avast onto my system only this time using the instructions outlined by Avast.
I will also double check to see if any of the 3 emails I received were correspondance emails or were simply information only emails.
As I recall I never received an email that I could actually respond back to anyone with, but I will double check as there is always an honest chance of a mistake.
Yvette, thank you for your assistance and my complements and graditude to the Avast supervisor I spoke to.
While the bad experience will likely keep me from renewing my Avast account when it comes due this year, I must confess that should I decide otherwise, it would be because of that phone call and supervisor.
Thank you,
[redacted]
Customer was already refunded based on his charge-back.
His license was renewed from free 60-days trial which had Auto-Renewal feature active.
Customer was informed about this scheduled renewal by our distributor.
Initial Business Response /* (1000, 6, 2016/01/28) */
Customer contacted us via our support portal.
Our agent informed customer about our 30-days refund guarantee. His license purchased a year ago cannot be refunded.
Initial Consumer Rebuttal /* (2000, 8, 2016/02/01) */
(The...
consumer indicated he/she ACCEPTED the response from the business.)
It took them 23 days to respond to my complaint. Their software is not worth paying for. Why pay for anti virus software when you still get viruses?
Avast will not be getting another penny from me.
Initial Business Response /* (1000, 5, 2015/08/12) */
Unfortunately, we did not find any email in our support portal from this customer.
We found multiple orders for same product for this customer so we contacted him to straighten the whole situation and keep only licenses, he actually...
Initial Business Response /* (1000, 5, 2014/03/05) */
Your complaint will be forwarded to our complaints and refund staff since your over your 30 day return period there will be some discussion regarding your claim.
Kind Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/03/07)...
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I was not supposed to be an "auto-renew" client and had problems with the licenses I don't think that their claim for over thirty days should matter. Additionally, they denied support to me for their product according to the agreement. The only option I was given for product support was to be transfered to a paid service that I did not agree to.
By all means, please do make this complaint public. I would like a full refund.
Final Business Response /* (4000, 27, 2014/03/21) */
This complaint has been deemed un refundable due to license structure, you purchased in 1/2013 and the 30 day guarantee for refund has passed.
If we can be of any help technically regarding any issue you having please let us know and email us at [redacted]@avast.com
Kind Regards
Final Consumer Response /* (4200, 29, 2014/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After speaking with my contact at the Revdex.com, the matter is to be closed as unresolved and a complaint will be filed with the Attorney General and other agencies.
Customer's subscription was renewed because his previous order had Auto-Renewal option active.Our distributor informed him about this renewal in the renewal notification emails (30 & 15 days) before the renewal. These emails informs about upcoming renewal event together with a description...
how to cancel this renewal feature.As per his request, renewal order was refunded.
Business Response /* (-10, 13, 2015/01/30) */
Customer was already refunded for additional charges.
We were able to locate all payments and our distributor fixed his mistake.
Consumer Response /* (2000, 17, 2015/02/04) */
(The consumer indicated he/she ACCEPTED the response...
Initial Business Response /* (1000, 5, 2014/02/19) */
We do apologize for the inconvenience this has caused and I am forwarding this case to our refund department who will be in contact with you very soon with a full refund.
Typically refunds take about 5-7 business days to receive. A...
notification should be sent to you soon with the information.
Thank you for contacting us via the Revdex.com and have a pleasant day.
Kind Regards
Initial Business Response /* (1000, 5, 2014/04/30) */
We do apologize for the inconvenience this has caused and I am forwarding this case to our refund department who will be in contact with you very soon to discuss a refund.
Typically refunds take about 5-7 business days to receive. A...
notification should be sent to you soon with the information.
Thank you for contacting us via the Revdex.com and have a pleasant day.
Kind Regards
Initial Consumer Rebuttal /* (2000, 7, 2014/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just looked at my account and the refund has been posted. I am not sure why it has to go to such extremes to get a refund. Maybe most people give up and they get to keep it. Took me 2 weeks on my own and 2 days for the Revdex.com. Thank you for the help.
Business Response /* (-10, 14, 2015/01/30) */
Customer contacted us using our support system.
We tried to help him with a licensing issue.
Customer persisted on refund which was provided by our support agent.
Consumer Response /* (-5, 19, 2015/02/09) */
(The consumer...
indicated he/she DID NOT accept the response from the business.)
Can't see their response. Nothing there.
Consumer Response /* (2000, 20, 2015/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, they refunded my payment. Thanks for your persistence.
Initial Business Response /* (1000, 5, 2015/10/27) */
We decided to make an exception in our refund policy due to the customer's unsuccessful attempt to cancel AR.
Customer was refunded back to the account used during the purchase.
Initial Business Response /* (1000, 5, 2015/11/06) */
Unfortunately, we did not find any request in our support portal.
We contacted customer with an offer to fix his issues with our product.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the...
response from the business.)
They did somehow let us plug in our license number so we were able to get it working without paying the extra money. Thank you all
Initial Business Response /* (1000, 5, 2015/03/17) */
Customer contacted us via our support portal with a request for an explanation about his licenses.
He received his invoices on 13th March.
We also replied to him today with a summary of all licenses purchased by this customer and...
provided it to him.
He purchased 2 separate PRO licenses however time difference between these two orders is 9 months.
He can find multiple bundles available at our website. Customer just need to select which one fits to his needs.
He also purchased Google Play product in monthly renewal which was changed in to the year subscription based on his request. We explained whole situation via our support portal.
We asked customer about the phone interaction because we have no relationship with iYogi. We asked for a phone number which customer used.
We are awaiting his reply in our support portal.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, I am a SHE not a HE, and they should know that considering my profile has me listed with my middle name, [redacted]. Second, I have contacted AVAST through email on numerous occasions about the different bundles that they advertise, and I asked them since I have made 2 PC pymts for a yr and 1 renewal on one of he PCs for the next after the 1st PC was added, then I added 1 phone for a yr, I then asked could they could combine each of those for me in to just 1 bundle because there is no way to do it by myself. This way I could get all of them on one yearly payment to combined all PCs and phone to just 1 payment. They did not want to listen to what I asked if they would do. They said something about there are bundles to choose from, but I added these devices at different times so there was no way to bundle that wasn't an option. So, that was my first complaint.
Then I proceeded to to let them know since I WAS A PREMIUM CUSTOMER (paying customer) who had top notch coverage for protection against anything bad to get on my computer, I ended up getting stuff on my PC that their software allowed. That's what caused both my PCs to need to be repaired. I called them to confront them about this issue, and they blame it on another company the company Windows in which the PCs Operating System was made. However, it wasn't Windows that was causing the problems it was a virus, and it was on both PCs from linking them together in my home having the same stuff on both of them. When I called Avast, they told me that no, it wasn't there software, they have protected me and it would cost an ADDITIONAL $169.99 for a 1 TIME FEE for having someone look at the PCs and fixing them. Then if I decided I wanted even better protection/coverage where if something else happened to my PCs in the future, then I could pay, $299.99 and get a year subscription to cover both PCs to have maintenance done to them. However, the coverage or premium coverage I had as a customer I was supposed to get AVAST's most premium service to keep any kind of issue like that from happening but it did anyway. I see that AVAST's reply to my complaint has not mentioned that once, and now I have a PC that won't even work, I had to call the actual manufacturer of the PC and pay for a service to cover me on these issues when anti virus etc fails to do its job and pay $129.99 for the year which is what I went ahead and done since AVAST wanted to charge me an additional $200 to have this type of coverage when their Premium plan should have protected my PCs to keep this from happening. Why would I bother with Premium coverage if I wasn't going to be protected on my PC? I would have just went with the anti virus software that initially came with the Operating System/Windows when I bought them in the first place.
So, to sum that up I spent $105+ with Avast protecting my computers with one renewal included which didn't do its job. Then when they refused to assist me in fixing my PC or even trying to scan it or do anything to try and help me except offer me a service that no one can afford especially living on a fixed income. I had to ask my husband if he would please allow me to take some of our income tax return to pay another company to fix our computers and then for the software to protect me like yours was supposed to do for a year. The two cost two different amounts, and I think it only fair for you to reimburse me on what I have paid you for 2 PCs and 1 phone for the year so I can get my money back. I had to PAY THEM $129.99 FOR A YEARLY PROTECTION AND $149.99 TO REPAIR MY PCS. But the thing about that was it was cheaper what you were going to charge me because these will last all year when you wanted to charge $169,99 to repair my PCs when you were supposed to be protecting them to begin with then another whopping $299.99 for the service for a year which I could have bought one brand new PC for what you were wanting to charge me for your services. What a scam!!!
Final Consumer Response /* (3000, 21, 2015/04/15) */
4-15-15
Sent via email:
On Wed, Apr 15, 2015 at 12:34 PM, [redacted] wrote:
So, let me get this right, they are refunding me for all that I have bought thru them.? but I was unable to read it all I bought 3 then also bought 1 for my phone that is a total of about $40x3=$120+$15=$135 so is that about right is that what I am understanding. I am wanting to know to know what the results are? That would be 3 pkgs that I got and then 1 for the phone. Is that correct? Plz verify this with me or assist me in doing so. I can live with that. Even though they should have assisted me in telling me what really was going on with my pcs. That was wrong right there treating me like a number. I have learned not to work with people who do not speak english clear cuz they are a foreign company and usually they could care less what happens to their customers when the software doesn't take care of the pcs as promised.
ty,
[redacted]
which card will they be adding this back to b/c I may have gotten rid of that credit card, and that is my main concern, I forgot to include that. is there anyway that u could find out.
thanks,
[redacted] aka: [redacted]
Final Business Response /* (4000, 23, 2015/04/16) */
Customer was refunded in a good will of Avast Software.
Both of his licenses were way over our 30-days refund guarantee.
We refunded his Avast PRO & Avast Mobile Premium.
Only remaining licence which was purchased by him was another license of Avast PRO which already expired in February. Refund for this order was not processed because this order for frequently used during the whole year of its validity.
Initial Business Response /* (1000, 5, 2014/04/23) */
We're very sorry but as your purchase was made for 2 years in January 2014, the product is no longer refundable although we'de be more than happy to have a technician review your issue so that we may troubleshoot the problems your...
having.
Avast does not clean viruses though, so you may have spoken to a 3rd party support vendor since there is very little we can do in regards to cleaning a virus.
http://www.avast.com/en-us/support
If you have another issue I recommend to contact [redacted]@avast.com or go to our portal.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I renewed my licenses in 2014 and was told on their website and in their product that it protects me from viruses, malware, and provides updates.
I got the newpassword root kit malware where is reports my username and passwords back to the attacker. I was told by their support that for $179 they would clean my computer. I could care less if they have a 3rd party agent as my deal is with their company. If their product will not do what it claims and they will not provide support then I want a refund as they have broken their promise with me.
I will file a complaint with the Federal Trade Commission as they should no longer be allowed to sell something that does not work!
They also have a recording of what the techinain and I discussed which clearly proves my claim and disputes what this person stated.
Final Business Response /* (4000, 9, 2014/04/28) */
The purchase that was made is no longer refundable as you purchased a 2year support contract. I will have someone from our refund department contact you to discuss this further.
Kind Regards
Final Consumer Response /* (4200, 11, 2014/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is standard [redacted] from their company. When they make it right I will be most happy to agree to the terms. As an IT and Cyber Security expert I see this scam all the time.
Once again when they make it right I will be most happy to post they are a good company.
Initial Business Response /* (1000, 5, 2015/10/27) */
Customer contacted us in our support portal.
Our support agent explained to customer that he purchased this subscription from Apple iTunes distributor.
We sent customer a link to manage his subscriptions.
Initial Consumer...
Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just cancel the account. The link that was sent, was not helpful. When I called the 800 number after receiving the unhelpful link, they were not able to look up my account at all. Not by name, by phone, or by email. This seems like more deflection and run around. Also, my iTunes account, email, etc. identify me as "[redacted].[redacted]". I am a female, not a male (as referenced by their comments above). This just further demonstrates to me the ineptitude I've experienced all along. Cancelling the account by me, or by Avast should not be this difficult!
Final Consumer Response /* (3000, 12, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted iTunes, the seller, and they have refunded me for the most current payment of $2.99. I want to make sure that no further payments are issued, by cancelling my account. I have notified iTunes, but want my account cancelled from your end, so that there are no further/future subscription payments made. Please confirm the cancellation of my account, and confirm that no further subscription charges will be made.
Final Business Response /* (4000, 14, 2015/11/27) */
Whole subscription management is done by iTunes directly.
If they refunded your charge so we expect that your subscription was stopped.
Initial Business Response /* (1000, 6, 2015/06/09) */
On 12th April customer used her card to have a free trial for 60 days of our Avast Internet Security. On the same date she made a purchase for another Avast Internet Security for 1 year for $49.99.
Her trial subscription Auto-renewal option...
was deactivated so she wasn't charged for it.
she contacted us with her refund request for the Avast Internet Security for 1 year/1 user on 3rd June which is almost 2 months from the purchase date.
Customer wasn't charged for Auto-renewal as she claims in this complaint.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT sign up for anything other than a 60-day trial of Avast's anti-virus protection. It is patently absurd to sign up for a 60-day trial at the same time you are signing up for a year's worth of the service. No one would do that!! I went through their website which offered a 60-day trial. I entered my credit card information and then engaged in an on-line chat with someone named [redacted]. Avast reps scanned my computer during our "chat." They told me the computer needed $79.99 worth of service to remove the trojans and rootkits. Via the on-line chat, I declined their offer. Then I was offered debugging for $69.99. I declined that offer as well. Several times during the "chat" I mentioned that I was ONLY interested in a 60-day trial. The next day, a $49,99 charge from DRI AVAST (Digital River, Inc. which handles their billing) appeared on my credit card). Avast has been dishonest. I first tried to cancel the service on-line on June 1. When I got no e-mail reply, I called the company on June 3. They had no record of my e-mail address or me. I was told to resubmit the on-line cancellation request, which I did. Avast's first on-line reply stated they don't offer any trials except 30 day trials; so I missed the deadline to cancel. (I have since taken screenshots of their web pages that offer a 60-day trial---will you please reply with an "attach documents" box so I can show you the screenshots I took. These shots reveal a "you will not be billed until the end of the trial" clause. Their sites also state customers will receive a notification e-mail before the trial ends. Since the company had no record of my e-mail address on June 3, I doubt I would have been notified of anything via e-mail). Now the company is insisting I signed up for a trial AND a year's worth of their anti-virus protection. Please google "Avast scams." Complaints about the company are all over the internet.
Final Business Response /* (4000, 11, 2015/06/18) */
Let me reply Summarize customer's orders once more time.
Customer created two orders on Apr/12/2015:
Avast Internet Security Trial - 1 PC, 1 Year for $0 - this was a trial which is charged only of customer keep Auto-Renewal option active. Customer canceled it so he was not charged for it.
Avast Internet Security - 1 user, 1 year for $49.99 - this subscription is a standard license valid for one year charged during the purchase. Customer put this order in to the shopping cart and ordered it as any other online item.
As you can see above, customer was never charged for Auto-Renewal in his TRIAL subscription.
Final Consumer Response /* (4200, 13, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Avast representatives keep saying the same thing over and over again...that I ordered anti-virus protection twice and they have graciously agreed not not to charge me for the 60-day free trial of their product. As I mentioned before, no one in their right mind would purchase anti-virus protection and, at the same time, sign up for a 60-day free trial of the same product. It is obvious the company has no interest in solving this problem. Even if I HAD mistakenly ordered the product twice, any reputable company would work to resolve a serious customer complaint. And any reputable company would be motivated to protect its reputation (which is lambasted all over the internet). At this point, Avast has wasted more than $49.99 worth of its employees' time responding to me and my reports of Avast's fraudulent behavior to authorities. I suggest the Revdex.com not waste any more time dealing with Avast. The company has no interest in solving this matter with me. However, the Revdex.com may wish to advise its customers to print out any on-line "chats" with customer service representatives. I engaged in a lengthy on-line chat with an Avast representative. During that "chat," I repeatedly mentioned that I was ONLY interested in ordering the "60-day free trial" of their product. During my "chat," I also repeatedly mentioned that I didn't want to spend a lot of money on the computer in question. I told the Avast people I know how to wipe a hard drive and would do that or get a new computer before spending a lot to debug an old one. I've also asked the billing company Avast uses (Digital River, Inc.) to send me a digital copy of the shopping cart order Avast says I made. I'm still waiting for that to happen.
Complaint: [redacted]I am rejecting this response because: These people called me three...
times using a RESTRICTED telephone number. I do not respond to restricted phone numbers. They then sent me an email with a real phone number to call and I did. It seems that they arbitrarily cancelled the contract I had paid for because they stopped using independent people to help with technical problems. They never notified me or anyone else about the change. I now have a new phone number and contact designation so that it is possible to actually call and speak to a tech support person.
There false description of the attempt to call me is typical of the way Avast treats it customers. On a scale of 1 to 10 I would rate them at a 3 particularly since the people who you get to talk to when you call are not very good at speaking English.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/07/09) */
Customer was already refunded for his recent purchase from June/2015.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Only part of the...
complaint was fulfilled. I DID receive a full refund of the protection plan fee.
However, I still can't remove their software from my computer. The password * have still does not work even after changing it per the instructions sent to me by a customer service supervisor. It seems two different passwords [redacted] needed to access different areas of my account. I only have one. I've sent back my results and am awaiting their response.
Final Business Response /* (4000, 9, 2015/07/13) */
We replied to customer via our support portal.
Just to make sure, we are posting uninstall procedure here as well:
1) Uninstall the version of Avast that's currently installed on your computer using our uninstall utility, that can be downloaded from this page:
http://www.avast.com/uninstall-utility [redacted]
2) Use it in safe mode of Windows - in this mode you don't need to disable the self-defense module. Here you can learn how to start Windows in safe mode:
http://www.pchell.com/support/safemode.shtml
3) After using that tool, restart your computer.
Final Consumer Response /* (2000, 11, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
all aspects of my requests have been met.
Initial Business Response /* (1000, 5, 2014/04/16) */
Currently in our files we only have the 1 purchase for Premier made on 3/18 valid for 2 years.
This is your only current product, no other purchase was made or charged.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/17)...
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint is that my credit card was charged on 3/17/14 EVEN THOUGH I made a two year purchase on 3/18/2013. I have an email from them confirming the XXXX X- year purchase.
This was an UNAUTHORIZED charge which they will not address. They simply ignore my requests for a credit.
Additionally, I want to REMOVE MY CREDIT CARD INFORMATION from their files and prevent them from charging my card again next year. They ignore that request as well. No response whatsoever.
This company has many, many billing complaints posted against it on the web. My experience with them seems to be rather common.
This is what I want resolved.
Final Business Response /* (4000, 16, 2014/04/30) */
Your submission has been recorded and sent to our complaints office to be removed.
Final Consumer Response /* (3000, 14, 2014/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I also want my credit card information removed from their files as I do not want to auto renew this service.
Thank you,
We located customer's contact in our support portal.
His license was refunded as he requested.
Initial Business Response /* (1000, 5, 2015/04/16) */
We did not find customer in our support portal.
We contacted him with his license and a procedure how to insert it.
We are awaiting his reply in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/19)...
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Yvette for your Revdex.com follow up.
Regarding Avasts latest communication: Yes I wrote several tickets requesting help, but a search on line quickly indicated to me that most of those Portal Requests for Tech Support never seemed to get attention. I then, began using the phone to call which eventually led to my complaint.
While I did have a bad experience with Avast that left me with a horrible migrane ( I was down a bout a week).
I actually did get a fast response phone call from an Avast Supervisor. Unfortunatly, it came in shortly after I had already made my Revdex.com complaint and while I was too ill to take advantage of the offered assistance.
To Avast's credit and in all fairness, the supervisor I spoke to was just the opposite of what I would have expected. He was soft spoken, polite and understanding regarding my up and coming migrane and appologized for any mistreatment.
If the rest of Avast was as thoughtful and caring as this supervisor appeared to be the company would be a powerhouse far beyond Microsoft.
As of April 19th 2015, I am reloading Operating Software and will again try to load Avast onto my system only this time using the instructions outlined by Avast.
I will also double check to see if any of the 3 emails I received were correspondance emails or were simply information only emails.
As I recall I never received an email that I could actually respond back to anyone with, but I will double check as there is always an honest chance of a mistake.
Yvette, thank you for your assistance and my complements and graditude to the Avast supervisor I spoke to.
While the bad experience will likely keep me from renewing my Avast account when it comes due this year, I must confess that should I decide otherwise, it would be because of that phone call and supervisor.
Thank you,
[redacted]
Customer was already refunded based on his charge-back.
His license was renewed from free 60-days trial which had Auto-Renewal feature active.
Customer was informed about this scheduled renewal by our distributor.
Initial Business Response /* (1000, 6, 2016/01/28) */
Customer contacted us via our support portal.
Our agent informed customer about our 30-days refund guarantee. His license purchased a year ago cannot be refunded.
Initial Consumer Rebuttal /* (2000, 8, 2016/02/01) */
(The...
consumer indicated he/she ACCEPTED the response from the business.)
It took them 23 days to respond to my complaint. Their software is not worth paying for. Why pay for anti virus software when you still get viruses?
Avast will not be getting another penny from me.
Initial Business Response /* (1000, 5, 2015/08/12) */
Unfortunately, we did not find any email in our support portal from this customer.
We found multiple orders for same product for this customer so we contacted him to straighten the whole situation and keep only licenses, he actually...
needs.
Initial Business Response /* (1000, 5, 2014/03/05) */
Your complaint will be forwarded to our complaints and refund staff since your over your 30 day return period there will be some discussion regarding your claim.
Kind Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/03/07)...
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I was not supposed to be an "auto-renew" client and had problems with the licenses I don't think that their claim for over thirty days should matter. Additionally, they denied support to me for their product according to the agreement. The only option I was given for product support was to be transfered to a paid service that I did not agree to.
By all means, please do make this complaint public. I would like a full refund.
Final Business Response /* (4000, 27, 2014/03/21) */
This complaint has been deemed un refundable due to license structure, you purchased in 1/2013 and the 30 day guarantee for refund has passed.
If we can be of any help technically regarding any issue you having please let us know and email us at [redacted]@avast.com
Kind Regards
Final Consumer Response /* (4200, 29, 2014/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After speaking with my contact at the Revdex.com, the matter is to be closed as unresolved and a complaint will be filed with the Attorney General and other agencies.
Customer's subscription was renewed because his previous order had Auto-Renewal option active.Our distributor informed him about this renewal in the renewal notification emails (30 & 15 days) before the renewal. These emails informs about upcoming renewal event together with a description...
how to cancel this renewal feature.As per his request, renewal order was refunded.
Business Response /* (-10, 13, 2015/01/30) */
Customer was already refunded for additional charges.
We were able to locate all payments and our distributor fixed his mistake.
Consumer Response /* (2000, 17, 2015/02/04) */
(The consumer indicated he/she ACCEPTED the response...
from the business.)
Initial Business Response /* (1000, 5, 2014/02/19) */
We do apologize for the inconvenience this has caused and I am forwarding this case to our refund department who will be in contact with you very soon with a full refund.
Typically refunds take about 5-7 business days to receive. A...
notification should be sent to you soon with the information.
Thank you for contacting us via the Revdex.com and have a pleasant day.
Kind Regards