Business Response /* (-10, 13, 2015/01/30) */
Customer was already refunded by a charge-back.
Customer contacted us about his refund request however his request for disputing the charge was already placed on.
Consumer Response /* (2000, 17, 2015/02/02) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
I received a full refund in October 2014. Thanks to you.
Initial Business Response /* (1000, 6, 2015/06/10) */
Customer contacted us via our support portal.
His order was already refunded as he requested.
Initial Consumer Rebuttal /* (2000, 8, 2015/06/12) */
6-12-15
Sent via email:
Hello [redacted]
I just checked, yes they have...
processed the refund and the complaint is resolved. Thank you very much for your follow-up.
Have a Wonderful weekend.
Thank you again,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/01) */
Customer was already refunded for Total Support services as he requested via our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/01) */
9-1-15
Sent via email:
[redacted]
Hi,...
thanks for creating the case. Maybe that's the reason that I have heard from the company directly so soon. My return and refund request has been approved for processing. Best wishes
Initial Business Response /* (1000, 5, 2014/02/14) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon.
We do apologize for the inconvenience this may have caused.
Kind...
Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint has not been resolved. Before I submitted a complaint to the Revdex.com, I called my AMEX credit card and AMEX placed the $577.77 in dispute.This action prompted Avast to refund me $385.18 leaving a balance of $192.59. I subsquently notified avast thatI had filed a complaint with the Revdex.com. Avast then agreed to refund the $192.59 if AMEX would reverse the dispute. I was advised by an AMEX representative not to have the dispute reversed until the $192.59 was refunded. I notified Avast of my intentions.On Friday 2/21/14,a female representative called me and said that she had reviewed the techincian's work and that my computer had been successfully reparied. This is completely false. I think that the call on 2/21/14 was a trick to get me to have the dispute reversed. It appeaes to be logical because Avast had already agreed to refund the $192.59 but only under their conditions In my opinion, Avast engages in disreputable practices and appropriate steps should me taken against Avast to avoid future consumers to endure my situation Sincerely, [redacted].
Initial Business Response /* (1000, 5, 2014/03/28) */
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 /* (3000, 7, 2014/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will wait until they contact me before I consider this matter resolved
Final Business Response /* (4000, 9, 2014/04/02) */
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
Final Consumer Response /* (4200, 27, 2015/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They promised to fix my computer, and their installed product made things worse. Then they remove the offending product and still charged me the $179.99 service contract fee along with the $19.99 product fee. Of course they refunded the $19.99, how could they not? But they should refund the $179.99 because their service screwed up my computer. Or don't they stand behind their work?
Initial Business Response /* (1000, 5, 2015/02/12) */
We asked customer via our support portal for an order ID or email for his father purchase.
We are awaiting customer's reply.
Initial Consumer Rebuttal /* (2000, 10, 2015/02/25) */
2-25-15
Sent via email:
Hi [redacted],
It...
Initial Business Response /* (1000, 5, 2015/02/24) */
Customer was refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As requested, my money has been...
Initial Business Response /* (1000, 6, 2015/01/26) */
Our customer had an issue with our 60 days trial with Auto-Renewal. This product is free for 60 days and it is charged for a year license on 61st day. Customer didn't cancel AR in this case so AR happened in this case.
We contacted...
customer to straighten this situation.
Initial Consumer Rebuttal /* (3000, 8, 2015/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that the company is avoiding the issue, and trying to make it seem as if I was at fault. If I believed that the Premier software was really worth it I would have no trouble in the cancellation because I would have gladly paid the money Avast was seeking for the trial period. I tried to cancel the software in November 17, 2014 only some days after, I had been issued from a message on my on-line bank, concerning Avast. When I asked my bank about the message they said they do not request such things like that. I have proof in an email or ticket that I sent to cancel paymnent way before Avast had taken out my funds from my account. I recently had an email from Avast it was more of a survey than any thing else. I explained how dissatisfied I was with the service. Like any trial period I had the choice to cancel before the sixty days ended. I did not have any kind of issues with my 60 days to Auto-renewal, Like Avast stated above. I simply just wanted to cancel that particular trial software because after I had given my banking information I began to feel that there was no reason to purchase it since I was already under a license agreement with Avast, and the software I have features and covers the security issues I needed for my computer on-line banking. I felt as if Avast wanted to get some more money out of me by creating something that I really did not need.
The response from Avast above sounds petty, and it is a lie. That is why he pulled not one payment but two from my account. Each one in the amount of $53 dollars, totaling $106 dollars. If I had not checked my account I would have been in default for insufficient funds in my account. And since Avast responded with that comment above I now think that they ignored my pleas to cancel the software. And playing games neglecting the Code of Ethics when dealing with consumers.
Sincerely,
[redacted]
Final Business Response /* (4000, 16, 2015/02/27) */
Final Consumer Response /* (2000, 19, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already answered to the proposed resolution from Avast. We do not see eye to eye on the real issues, but I am pleased because Avast returned the small amount of money
Avast has returned the amount taken from my account and I am seeking another internet security software for all of my online needs. It is a shame, I really loved the software will keep the avast security software until I find a better one. My license on the present Avast software ends in July.
Thank You, for all of your assistance.
[redacted]
Initial Business Response /* (1000, 5, 2015/06/16) */
We escalated this case to phone support supervisor.
Customer was refunded for TTS services as he requested.
Initial Business Response /* (1000, 5, 2015/02/12) */
Our distributor was able to locate customer's order.
We found out that customer made a typo in his email address so he did not receive confirmation email and we were unable to find his order as well.
Our retention agent already...
contacted him and provided him his license.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/25) */
2-18-15
Sent via email:
My issue has been resolved. But I'm not the only that has these issues with the company. Others have had the same issues with their customer service.
________________________________________
Initial Business Response /* (1000, 5, 2015/04/21) */
Customer contacted us via our support portal.
His licenses were refunded as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/02/27) */
Customer was already refunded based on his request in our support portal.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not been...
credited as of yet. (March 2nd)
Final Business Response /* (4000, 9, 2015/03/03) */
Refund was authorized today by our distributor.
Customer should receive his money within next 7 business days.
Final Consumer Response /* (2000, 11, 2015/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 7, 2015/12/28) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 9, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was finally refunded the...
Initial Business Response /* (1000, 5, 2015/05/05) */
Unfortunately, we did not receive any email in our support portal from this customer.
Specified order is also not listed in our records.
We contacted customer for more information via our support portal.
Initial Business Response /* (1000, 13, 2014/07/21) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon.
We do apologize for the inconvenience this may have caused.
Kind...
Regards
Initial Consumer Rebuttal /* (2000, 15, 2014/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/05) */
We contacted customer via our support portal.
His license was most probably not inserted in to his antivirus.
We are awaiting customer reply in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/06) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
The company has now admitted that an error was made in the handling of my purchase of anti virus coverage. This could have been resolved in the two (2) contacts with their call center representative, but unfortunately was not.
This situation underscores the importance of companies having well trained, competent personnel acting as customer service representatives.
Initial Business Response /* (1000, 5, 2015/11/19) */
Customer was charged for AR because his subscription had this option active. Customer received two notification emails in advance with an option to cancel upcoming AR.
His AR order was refunded per his request in our support...
portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/19) */
They refunded my $39.99 today. Thank you for your help.
[redacted]
Initial Business Response /* (1000, 5, 2014/03/06) */
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, 2015/06/16) */
We found this customer in our support portal.
His case was escalated to the phone support supervisor.
Our supervisor will contact the customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated...
he/she DID NOT accept the response from the business.)
The phone support supervisor clearly just called to provide Revdex.com with a confirmation that a call was made by them. She had no clear intentions of providing resolution. [redacted] told me they're a global company, so there is no Executive Office contact (email nor phone number)nor escalation available to get Avast senior management visibility to my grievance.
There was a futile apology for how the on-line and phone support staff neglected to provide the appropriate adequate or otherwise timely response, yet no remedy offered.
I continue to believe this Security Software Provider is an unprofessional scamming business that cannot be trusted. They've caused damages with their product and continue to show no effort to remedy.
Other unsuspecting Avast Grimefighter customers are at high risk of their computers getting messed up from the software program, and are also likely to be equally hung out to dry by Avast!
This is like The Wizard of Oz, and I do not appreciate or accept them hiding behind their curtain.
Sincerely, [redacted]
Final Business Response /* (4000, 9, 2015/06/19) */
We've escalated customer's phone interaction in to the phone support supervisor.
We are awaiting their reply.
Initial Business Response /* (1000, 5, 2015/12/21) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, my money was deposited...
back into my account. Thanks to the Revdex.com this nightmare is finally over. This process could have been a lot easier, if the money was never taken out. I hope that this doesn't happen again, as I will NOT have anything to do with AVAST software!
Complaint Response Date bumped because: Holiday
Business Response /* (-10, 13, 2015/01/30) */
Customer was already refunded by a charge-back.
Customer contacted us about his refund request however his request for disputing the charge was already placed on.
Consumer Response /* (2000, 17, 2015/02/02) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
I received a full refund in October 2014. Thanks to you.
Initial Business Response /* (1000, 6, 2015/06/10) */
Customer contacted us via our support portal.
His order was already refunded as he requested.
Initial Consumer Rebuttal /* (2000, 8, 2015/06/12) */
6-12-15
Sent via email:
Hello [redacted]
I just checked, yes they have...
processed the refund and the complaint is resolved. Thank you very much for your follow-up.
Have a Wonderful weekend.
Thank you again,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/01) */
Customer was already refunded for Total Support services as he requested via our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/01) */
9-1-15
Sent via email:
[redacted]
Hi,...
thanks for creating the case. Maybe that's the reason that I have heard from the company directly so soon. My return and refund request has been approved for processing. Best wishes
Initial Business Response /* (1000, 5, 2014/02/14) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon.
We do apologize for the inconvenience this may have caused.
Kind...
Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint has not been resolved. Before I submitted a complaint to the Revdex.com, I called my AMEX credit card and AMEX placed the $577.77 in dispute.This action prompted Avast to refund me $385.18 leaving a balance of $192.59. I subsquently notified avast thatI had filed a complaint with the Revdex.com. Avast then agreed to refund the $192.59 if AMEX would reverse the dispute. I was advised by an AMEX representative not to have the dispute reversed until the $192.59 was refunded. I notified Avast of my intentions.On Friday 2/21/14,a female representative called me and said that she had reviewed the techincian's work and that my computer had been successfully reparied. This is completely false. I think that the call on 2/21/14 was a trick to get me to have the dispute reversed. It appeaes to be logical because Avast had already agreed to refund the $192.59 but only under their conditions In my opinion, Avast engages in disreputable practices and appropriate steps should me taken against Avast to avoid future consumers to endure my situation Sincerely, [redacted].
Initial Business Response /* (1000, 5, 2014/03/28) */
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 /* (3000, 7, 2014/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will wait until they contact me before I consider this matter resolved
Final Business Response /* (4000, 9, 2014/04/02) */
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
Final Consumer Response /* (4200, 27, 2015/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They promised to fix my computer, and their installed product made things worse. Then they remove the offending product and still charged me the $179.99 service contract fee along with the $19.99 product fee. Of course they refunded the $19.99, how could they not? But they should refund the $179.99 because their service screwed up my computer. Or don't they stand behind their work?
Initial Business Response /* (1000, 5, 2015/02/12) */
We asked customer via our support portal for an order ID or email for his father purchase.
We are awaiting customer's reply.
Initial Consumer Rebuttal /* (2000, 10, 2015/02/25) */
2-25-15
Sent via email:
Hi [redacted],
It...
has been resolved.
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2015/02/24) */
Customer was refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As requested, my money has been...
refunded. Thank you for your assistance.
Initial Business Response /* (1000, 6, 2015/01/26) */
Our customer had an issue with our 60 days trial with Auto-Renewal. This product is free for 60 days and it is charged for a year license on 61st day. Customer didn't cancel AR in this case so AR happened in this case.
We contacted...
customer to straighten this situation.
Initial Consumer Rebuttal /* (3000, 8, 2015/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that the company is avoiding the issue, and trying to make it seem as if I was at fault. If I believed that the Premier software was really worth it I would have no trouble in the cancellation because I would have gladly paid the money Avast was seeking for the trial period. I tried to cancel the software in November 17, 2014 only some days after, I had been issued from a message on my on-line bank, concerning Avast. When I asked my bank about the message they said they do not request such things like that. I have proof in an email or ticket that I sent to cancel paymnent way before Avast had taken out my funds from my account. I recently had an email from Avast it was more of a survey than any thing else. I explained how dissatisfied I was with the service. Like any trial period I had the choice to cancel before the sixty days ended. I did not have any kind of issues with my 60 days to Auto-renewal, Like Avast stated above. I simply just wanted to cancel that particular trial software because after I had given my banking information I began to feel that there was no reason to purchase it since I was already under a license agreement with Avast, and the software I have features and covers the security issues I needed for my computer on-line banking. I felt as if Avast wanted to get some more money out of me by creating something that I really did not need.
The response from Avast above sounds petty, and it is a lie. That is why he pulled not one payment but two from my account. Each one in the amount of $53 dollars, totaling $106 dollars. If I had not checked my account I would have been in default for insufficient funds in my account. And since Avast responded with that comment above I now think that they ignored my pleas to cancel the software. And playing games neglecting the Code of Ethics when dealing with consumers.
Sincerely,
[redacted]
Final Business Response /* (4000, 16, 2015/02/27) */
Final Consumer Response /* (2000, 19, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already answered to the proposed resolution from Avast. We do not see eye to eye on the real issues, but I am pleased because Avast returned the small amount of money
Avast has returned the amount taken from my account and I am seeking another internet security software for all of my online needs. It is a shame, I really loved the software will keep the avast security software until I find a better one. My license on the present Avast software ends in July.
Thank You, for all of your assistance.
[redacted]
Initial Business Response /* (1000, 5, 2015/06/16) */
We escalated this case to phone support supervisor.
Customer was refunded for TTS services as he requested.
Initial Business Response /* (1000, 5, 2015/02/12) */
Our distributor was able to locate customer's order.
We found out that customer made a typo in his email address so he did not receive confirmation email and we were unable to find his order as well.
Our retention agent already...
contacted him and provided him his license.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/25) */
2-18-15
Sent via email:
My issue has been resolved. But I'm not the only that has these issues with the company. Others have had the same issues with their customer service.
________________________________________
Initial Business Response /* (1000, 5, 2015/04/21) */
Customer contacted us via our support portal.
His licenses were refunded as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/02/27) */
Customer was already refunded based on his request in our support portal.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not been...
credited as of yet. (March 2nd)
Final Business Response /* (4000, 9, 2015/03/03) */
Refund was authorized today by our distributor.
Customer should receive his money within next 7 business days.
Final Consumer Response /* (2000, 11, 2015/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 7, 2015/12/28) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 9, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was finally refunded the...
money that was owed to me.thank you
Initial Business Response /* (1000, 5, 2015/05/05) */
Unfortunately, we did not receive any email in our support portal from this customer.
Specified order is also not listed in our records.
We contacted customer for more information via our support portal.
Initial Business Response /* (1000, 13, 2014/07/21) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon.
We do apologize for the inconvenience this may have caused.
Kind...
Regards
Initial Consumer Rebuttal /* (2000, 15, 2014/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/05) */
We contacted customer via our support portal.
His license was most probably not inserted in to his antivirus.
We are awaiting customer reply in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/06) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
The company has now admitted that an error was made in the handling of my purchase of anti virus coverage. This could have been resolved in the two (2) contacts with their call center representative, but unfortunately was not.
This situation underscores the importance of companies having well trained, competent personnel acting as customer service representatives.
Initial Business Response /* (1000, 5, 2015/11/19) */
Customer was charged for AR because his subscription had this option active. Customer received two notification emails in advance with an option to cancel upcoming AR.
His AR order was refunded per his request in our support...
portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/19) */
They refunded my $39.99 today. Thank you for your help.
[redacted]
Initial Business Response /* (1000, 5, 2014/03/06) */
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, 2015/06/16) */
We found this customer in our support portal.
His case was escalated to the phone support supervisor.
Our supervisor will contact the customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated...
he/she DID NOT accept the response from the business.)
The phone support supervisor clearly just called to provide Revdex.com with a confirmation that a call was made by them. She had no clear intentions of providing resolution. [redacted] told me they're a global company, so there is no Executive Office contact (email nor phone number)nor escalation available to get Avast senior management visibility to my grievance.
There was a futile apology for how the on-line and phone support staff neglected to provide the appropriate adequate or otherwise timely response, yet no remedy offered.
I continue to believe this Security Software Provider is an unprofessional scamming business that cannot be trusted. They've caused damages with their product and continue to show no effort to remedy.
Other unsuspecting Avast Grimefighter customers are at high risk of their computers getting messed up from the software program, and are also likely to be equally hung out to dry by Avast!
This is like The Wizard of Oz, and I do not appreciate or accept them hiding behind their curtain.
Sincerely, [redacted]
Final Business Response /* (4000, 9, 2015/06/19) */
We've escalated customer's phone interaction in to the phone support supervisor.
We are awaiting their reply.
Initial Business Response /* (1000, 5, 2015/12/21) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, my money was deposited...
back into my account. Thanks to the Revdex.com this nightmare is finally over. This process could have been a lot easier, if the money was never taken out. I hope that this doesn't happen again, as I will NOT have anything to do with AVAST software!
Complaint Response Date bumped because: Holiday