Initial Business Response /* (1000, 5, 2015/02/12) */
Customer accepted that Auto-Renewal is opt-out option in terms & conditions of purchase.
Customer can cancel AR whenever he wants. We sent him two email about upcoming renewal 30 and 15 days before charge.
Our retention agent...
already refunded this customer.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Customer's subscription was renewed because her previous order had Auto-Renewal option active.Our distributor informed her 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 her request, renewal order was refunded.
Initial Business Response /* (1000, 5, 2014/01/28) */
Unfortunately our policy only guarantees purchases within 30 days to be returned for full money return however you've had the license since September 2013 so you've had the product for 6 months already.
Very sorry but no refund can be...
provided as your already half way through your purchase. If your having some technical issues please contact us at [redacted] and we're more than happy to help resolve your issue.
Kind Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree completely with their response...I wouldn't be asking for a refund had their product not caused problems with my laptop and had not cost me money that I should not have spent,trying to get their dysfunctional program off my laptop,not to mention the improper custom care I had to endure...I think a refund is the least they can do...If they refuse to give a refund then I'll will let everyone know to stay away from Avast every opportunity I get...I have lots of opportunities on a daily basis...I'm aware [redacted] so will not put a dent in their profits but it will certainly prevent others from losing money on a product that is defective and a company that offers poor customer service by blaming the consumer instead of their defective product!
Final Business Response /* (4000, 12, 2014/03/14) */
Unfortunately since you had the product more than half of the validity of the license and are only now contacting us for a refund we regretfully will not be providing your refund and will no longer pursue this claim any further.
Kind Regards
Final Consumer Response /* (3000, 10, 2014/03/11) */
I disagree completely with their response...I wouldn't be asking for a refund had their product not caused problems with my laptop and had not cost me money that I should not have spent,trying to get their dysfunctional program off my laptop,not to mention the improper custom care I had to endure...I think a refund is the least they can do...If they refuse to give a refund then I'll will let everyone know to stay away from Avast every opportunity I get...I have lots of opportunities on a daily basis...I'm aware [redacted] so will not put a dent in their profits but it will certainly prevent others from losing money on a product that is defective and a company that offers poor customer service by blaming the consumer instead of their defective product!
Initial Business Response /* (1000, 5, 2014/04/07) */
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, 2014/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response indicated that their refund department would contact me "very soon" to discuss a refund, but it has been 7 days and counting, and no one has called me yet. It is bad enough that I had to take this step with Revdex.com in order to get them to even talk with me, but it only makes it worse when they say they will then contact me, and still do not do so. It is very frustrating and confusing. Others need to be aware of my situation before doing business with this company in order to avoid what is happening to me.
Final Business Response /* (4000, 14, 2014/04/23) */
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 /* (3000, 12, 2014/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The charge was originated under my wife's name and e-mail. Her name is [redacted] and her partial e-mail (don't want to put the entire address here) is [redacted]
I continue to wonder why you won't just call me on the phone number that is listed with the original complaint? This could have been, and should have been, resolved long ago if you would just contact me directly.
Once again, please refund the $49.99 and the $35.00 overdraft fee, for a total of $84.99 to the account that you drafted it out of. We are leaving that account open until we receive your refund, at which time we will close the account to prevent you from doing this again.
Please refund our funds immediately. This has gone beyond frustration.
Initial Business Response /* (1000, 5, 2015/04/17) */
We were able to locate customer in our support portal.
We apologized for the late reply and offered our immediate help to solve his billing issue.
We are awaiting customer reply in our support portal.
Initial Consumer Rebuttal /* (2000,...
7, 2015/04/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/01/26) */
We just contacted customer with a solution for her. She will have her licenses combined together or refunded as she requested.
Unfortunately, we did not receive any complaint from this customer in our support portal.
We just canceled AR feature for customer using the same method and login details which he received in renewal notification email.
He will not be charged for a renewal.
Business Response /* (450, 14, 2014/11/12) */
11-11-14
Sent via email:
Good Morning Yvette, I have received an e-mail from my bank stating my account was refunded on 11/10/14 for $179.99. Best Wishes, [redacted]
Initial Business Response /* (1000, 5, 2014/04/10) */
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, 2014/04/14) */
Why will it take 15 days?
Final Business Response /* (4000, 9, 2014/04/16) */
I'm not sure but this is typically the time it takes for refunds to be processed.
Final Consumer Response /* (2000, 11, 2014/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am completely satisfied with the way Revdex.com handled my case. The last email I received from the company I am complaining about,told me my refund will take up to a maximum of 15 business days, that was 5 business days ago on April 11th. A rebuttal was issued on why it would take 15 days. I haven't heard anything from the company as of yet. I am hesitant on closing the case just in case the company does not give me my refund. I do understand, however, that if they do not give me a refund I can always open another case through Revdex.com. I just hope I will get my refund in the next few business day. Thank you Revdex.com for helping me. I appreciate it very much.
Consumer Response /* (3000, 15, 2014/05/05) */
Company did not honor refund like they said they were going to do.
I would like to re-open my case against this company. My case # was XXXXXXXX. This is a copy of the email they sent me April 11th before I closed the case;
Nuno Rodrigo Sousa Pereira
Apr 11
to me
Dear [redacted],
Thank you for your message.
As per your request, please accept this email as confirmation of your refund being approved for processing. We have now notified our online shop of the refund and they will arrange this transaction and notify you in due course.
Please note that the refund process can take up to a maximum of 15 business days.
Best Regards,
[redacted]
Customer Service Department
Ticket Details
Ticket ID: XET-XXX-XXXXX
Department: [redacted] Service (Refunds)
Type: Communication
Status: On Hold
Priority: High
[redacted] Center: https://[redacted].avast.com/index.php?
This is what I sent to them 3 days ago;
herry [redacted]
Apr 29 (3 days ago)
to ccare
REMINDER: As per your email on April 11th, my refund will take maximum 15 business days. The 15th business will be in 3 more days on Friday May 2nd and I have not yet got my refund. Please send my refund. Thank you.
I would like for them to honor their word. I was hesitant on closing the case last time because I was worried they weren't going to honor it. I will not accept waiting in longer. Thank you very much Revdex.com.
Business Response /* (4000, 17, 2014/05/06) */
Thank you for this information, I will have our refund team send the refund as soon as possible.
Consumer Response /* (4200, 19, 2014/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not close the case this time until I have a refund in my account. As soon as the refund is in my account I will close the case.
Consumer Response /* (2000, 21, 2014/05/08) */
I have finally received my refund in the bank. I would like to close this case. Thank you.
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, 2015/10/09) */
We were able to find this customer under different email address.
Customer was charged for an Auto-Renewal.
Her order from 2014 had an AR option active.
Customer received two emails referring to the upcoming AR with a procedure...
how to cancel it.
Additionally, we offer 30-days money back guarantee from the date of charge.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT receive emails prior to renewal. I also did not know it was an auto renewal or I would have never accepted. I think this is a sneaky way of tricking customers into paying for something. I did not recieve a notice that my card would be charged. I did not know until I checked my credit card statement. At that time I called to request a refund, which could NOT be done by phone. I was not able to figure out how to request online and had to call again to get instructions and a link. They make it difficult so it takes time and by the time you figure it all out they say your time has expired!This service that they charged for is NOT active on my computer! Not only did they charge for a service I did not agree to, I also did not recieve,the so called service.
Final Business Response /* (4000, 14, 2015/11/11) */
As we already mentioned in our previous reply.
Customer was charged for an AR feature which he agreed with.
Customer received two AR notification emails 30 & 15 days in advance with an opportunity to cancel upcoming AR.
In this case customer decided not to.
Unfortunately, we cannot process refund in this case due to missed 30-days from day of charge.
We are of course willing to help customer with his any problem he may face with Avast Product.
Final Consumer Response /* (4200, 16, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT receive notification from this company of an automatic renewal. This program did NOT renew on my computer, instead it has a constant pop up ad that I can NOT seem to get rid of that is asking me to renew my subscription that I was already charged automatically to renew. The program obviously did not renew. Calling the customer service number is frustrating because the language barrier is significant. It is a scam! I would advise anyone reading this post to beware of giving this company your credit card information. They did not notify me. They charged me for a program that was not renewed and they refuse to give a refund. When I try to contact customer service by phone they repeatedly state that all refund request must be done by COMPUTER request ONLY.
Initial Business Response /* (1000, 5, 2015/12/28) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/08/20) */
Thank you for submitting your request through the Revdex.com portal. An internal avast! refund specialist will be in contact with you shortly regarding your request for refund of both purchases.
Kind Regards
Initial Consumer...
Rebuttal /* (3000, 7, 2014/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
To Me
Aug 21 at 2:57 AM
Dear Ms. [redacted],
Thank you for contacting AVAST software. Firstly, I would like to express my apologies for your frustration with the Total Support call center.
We take pride in focusing on our customers, but it appears on this occasion, unfortunately, you have not received our usual level of service.
I, personally, would be very happy to offer assistance to you in regards to solving any avast! query you may have, and would be happy to work directly with you to get avast! up and running, and protecting your computer as quickly as possible. To do this, if you could explain to me the exact problem you are having, or specifically the problems with avast! which you have encountered and I can then offer some suggestions for you.
Again, please accept our apologies for the call center interaction.
Best Regards,
[redacted]
Customer Service Supervisor
AVAST Software s.r.o.
Ticket Details
Ticket ID: VRI-XXX-XXXXX
Department: [redacted] Service (Complaints)
Type: Communication
Status: On Hold
Priority: Normal
[redacted] Center: https://[redacted].avast.com/index.php?/Default_old
Reply, Reply All or Forward More
This is the email that I received from Avast. I don't want to fix the damage that was done. I just would like my money back. Why did it take so long for Avast to contact me about my problem? They received the complaint in May. Please I just would like the whole amount that I paid for both items.I lost a computer while all of this was going on. It didn't work right after they tried to install the items. I don't feel that I should have to pay for something that never worked. And also the computer I had to buy because of all this. Also I received a letter from Capital One yesterday. They stated that the investigation was closed; because of lack of evidence. They told me if I wanted to persue this; that I had to work directly with Avast. I am trying; and I just want a refund; nothing else.
Final Business Response /* (4000, 13, 2014/09/11) */
Unfortunately we can not provide you a refund for a service you had 4 months ago but a refund specialist will contact you regarding the reasoning and our refund policy.
Kind Regads
Final Consumer Response /* (4200, 15, 2014/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Avasr knew I was unhappy about this right away; as I contacted my credit card company right away. I didn't wait 4 months to do that. I haven't used the program either. Why would I? It messed up my other computer. I see all the complaints about Avast; and people being angry because they don't refund money to people. It's a shame that you can't find a decent company to trust. This is wrong; and Avast knows that. I'm just sorry that I trusted and believed enough to lose over $200 to buy 2 products. And also my computer that got messed up over this. And I had to buy a new one. I'm not happy about this at all. If you were a decent company you would definitely return my money in full; as I am not using your product.
Initial Business Response /* (1000, 5, 2014/06/04) */
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 Business Response /* (1000, 5, 2014/07/21) */
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 10-14 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, 2014/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company responded in a very professional manner, promising a refund in 14 to 21 days. Since this is a very public business that depends on customers' perceptions, I have no reason to doubt the sincerity of their response. However, I shall be in touch if the outcome is other than what we all expect. Thanks to the Revdex.com for being there for the consumer AND the business.
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 /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept...
the response from the business.)
All I want is a complete refund
Final Business Response /* (4000, 15, 2015/11/19) */
Our support agent replied to customer via our support portal with his activation code for our new Avast Cleanup.
We are awaiting his reply in our support portal.
Final Consumer Response /* (2000, 18, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/01/21) */
Unfortunately, we didn't receive any email from her except this notification.
We just contacted her with a willingness to solve her license issues ASAP.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/23) */
(The consumer...
indicated he/she DID NOT accept the response from the business.)
This is the email exactly what I received from Avast in reference to my complaint with the Revdex.com. Nor much of a response. My complaint was very specific, I don't know what additional information they need.
#MOX-XXX-XXXXX: Avast
Actions
c [redacted]
12:26 PM
To: [redacted]@avast.com
If you actually take the time to read the complaint you will see all the information you need.
Actions
[redacted]@avast.com)
Add to contacts
1/21/15
Keep this message at the top of your inbox
To: [redacted]@hotmail.com
[redacted]@avast.com
Dear Ms. [redacted],
We received a notification from Revdex.com about your issues with licenses.
Could you please give me some further details about the problem you are having with the licenses and I will eagerly work with you to attempt to resolve it.
I look forward to hearing from you.
Best regards,
[redacted]
Customer Retention Supervisor
AVAST Software s.r.o.
Final Business Response /* (4000, 11, 2015/02/10) */
Customer was already refunded based on the communication via our support portal.
Final Consumer Response /* (4200, 13, 2015/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 2/12/2015 my credit card does not have a refund posted,
Initial Business Response /* (1000, 5, 2015/02/12) */
Customer accepted that Auto-Renewal is opt-out option in terms & conditions of purchase.
Customer can cancel AR whenever he wants. We sent him two email about upcoming renewal 30 and 15 days before charge.
Our retention agent...
already refunded this customer.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Customer's subscription was renewed because her previous order had Auto-Renewal option active.Our distributor informed her 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 her request, renewal order was refunded.
Initial Business Response /* (1000, 5, 2014/01/28) */
Unfortunately our policy only guarantees purchases within 30 days to be returned for full money return however you've had the license since September 2013 so you've had the product for 6 months already.
Very sorry but no refund can be...
provided as your already half way through your purchase. If your having some technical issues please contact us at [redacted] and we're more than happy to help resolve your issue.
Kind Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree completely with their response...I wouldn't be asking for a refund had their product not caused problems with my laptop and had not cost me money that I should not have spent,trying to get their dysfunctional program off my laptop,not to mention the improper custom care I had to endure...I think a refund is the least they can do...If they refuse to give a refund then I'll will let everyone know to stay away from Avast every opportunity I get...I have lots of opportunities on a daily basis...I'm aware [redacted] so will not put a dent in their profits but it will certainly prevent others from losing money on a product that is defective and a company that offers poor customer service by blaming the consumer instead of their defective product!
Final Business Response /* (4000, 12, 2014/03/14) */
Unfortunately since you had the product more than half of the validity of the license and are only now contacting us for a refund we regretfully will not be providing your refund and will no longer pursue this claim any further.
Kind Regards
Final Consumer Response /* (3000, 10, 2014/03/11) */
I disagree completely with their response...I wouldn't be asking for a refund had their product not caused problems with my laptop and had not cost me money that I should not have spent,trying to get their dysfunctional program off my laptop,not to mention the improper custom care I had to endure...I think a refund is the least they can do...If they refuse to give a refund then I'll will let everyone know to stay away from Avast every opportunity I get...I have lots of opportunities on a daily basis...I'm aware [redacted] so will not put a dent in their profits but it will certainly prevent others from losing money on a product that is defective and a company that offers poor customer service by blaming the consumer instead of their defective product!
Initial Business Response /* (1000, 5, 2014/04/07) */
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, 2014/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response indicated that their refund department would contact me "very soon" to discuss a refund, but it has been 7 days and counting, and no one has called me yet. It is bad enough that I had to take this step with Revdex.com in order to get them to even talk with me, but it only makes it worse when they say they will then contact me, and still do not do so. It is very frustrating and confusing. Others need to be aware of my situation before doing business with this company in order to avoid what is happening to me.
Final Business Response /* (4000, 14, 2014/04/23) */
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 /* (3000, 12, 2014/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The charge was originated under my wife's name and e-mail. Her name is [redacted] and her partial e-mail (don't want to put the entire address here) is [redacted]
I continue to wonder why you won't just call me on the phone number that is listed with the original complaint? This could have been, and should have been, resolved long ago if you would just contact me directly.
Once again, please refund the $49.99 and the $35.00 overdraft fee, for a total of $84.99 to the account that you drafted it out of. We are leaving that account open until we receive your refund, at which time we will close the account to prevent you from doing this again.
Please refund our funds immediately. This has gone beyond frustration.
Initial Business Response /* (1000, 5, 2015/04/17) */
We were able to locate customer in our support portal.
We apologized for the late reply and offered our immediate help to solve his billing issue.
We are awaiting customer reply in our support portal.
Initial Consumer Rebuttal /* (2000,...
7, 2015/04/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/01/26) */
We just contacted customer with a solution for her. She will have her licenses combined together or refunded as she requested.
Initial Business Response /* (1000, 5, 2015/01/21) */
Customer was already refunded as he requested in email which he sent to our support.
Customer was refunded as he requested in this complaint.
Money were refunded back to his account used for the original purchase.
Unfortunately, we did not receive any complaint from this customer in our support portal.
We just canceled AR feature for customer using the same method and login details which he received in renewal notification email.
He will not be charged for a renewal.
Business Response /* (450, 14, 2014/11/12) */
11-11-14
Sent via email:
Good Morning Yvette, I have received an e-mail from my bank stating my account was refunded on 11/10/14 for $179.99. Best Wishes, [redacted]
Initial Business Response /* (1000, 5, 2014/04/10) */
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, 2014/04/14) */
Why will it take 15 days?
Final Business Response /* (4000, 9, 2014/04/16) */
I'm not sure but this is typically the time it takes for refunds to be processed.
Final Consumer Response /* (2000, 11, 2014/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am completely satisfied with the way Revdex.com handled my case. The last email I received from the company I am complaining about,told me my refund will take up to a maximum of 15 business days, that was 5 business days ago on April 11th. A rebuttal was issued on why it would take 15 days. I haven't heard anything from the company as of yet. I am hesitant on closing the case just in case the company does not give me my refund. I do understand, however, that if they do not give me a refund I can always open another case through Revdex.com. I just hope I will get my refund in the next few business day. Thank you Revdex.com for helping me. I appreciate it very much.
Consumer Response /* (3000, 15, 2014/05/05) */
Company did not honor refund like they said they were going to do.
I would like to re-open my case against this company. My case # was XXXXXXXX. This is a copy of the email they sent me April 11th before I closed the case;
Nuno Rodrigo Sousa Pereira
Apr 11
to me
Dear [redacted],
Thank you for your message.
As per your request, please accept this email as confirmation of your refund being approved for processing. We have now notified our online shop of the refund and they will arrange this transaction and notify you in due course.
Please note that the refund process can take up to a maximum of 15 business days.
Best Regards,
[redacted]
Customer Service Department
Ticket Details
Ticket ID: XET-XXX-XXXXX
Department: [redacted] Service (Refunds)
Type: Communication
Status: On Hold
Priority: High
[redacted] Center: https://[redacted].avast.com/index.php?
This is what I sent to them 3 days ago;
herry [redacted]
Apr 29 (3 days ago)
to ccare
REMINDER: As per your email on April 11th, my refund will take maximum 15 business days. The 15th business will be in 3 more days on Friday May 2nd and I have not yet got my refund. Please send my refund. Thank you.
I would like for them to honor their word. I was hesitant on closing the case last time because I was worried they weren't going to honor it. I will not accept waiting in longer. Thank you very much Revdex.com.
Business Response /* (4000, 17, 2014/05/06) */
Thank you for this information, I will have our refund team send the refund as soon as possible.
Consumer Response /* (4200, 19, 2014/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not close the case this time until I have a refund in my account. As soon as the refund is in my account I will close the case.
Consumer Response /* (2000, 21, 2014/05/08) */
I have finally received my refund in the bank. I would like to close this case. Thank you.
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, 2015/10/09) */
We were able to find this customer under different email address.
Customer was charged for an Auto-Renewal.
Her order from 2014 had an AR option active.
Customer received two emails referring to the upcoming AR with a procedure...
how to cancel it.
Additionally, we offer 30-days money back guarantee from the date of charge.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT receive emails prior to renewal. I also did not know it was an auto renewal or I would have never accepted. I think this is a sneaky way of tricking customers into paying for something. I did not recieve a notice that my card would be charged. I did not know until I checked my credit card statement. At that time I called to request a refund, which could NOT be done by phone. I was not able to figure out how to request online and had to call again to get instructions and a link. They make it difficult so it takes time and by the time you figure it all out they say your time has expired!This service that they charged for is NOT active on my computer! Not only did they charge for a service I did not agree to, I also did not recieve,the so called service.
Final Business Response /* (4000, 14, 2015/11/11) */
As we already mentioned in our previous reply.
Customer was charged for an AR feature which he agreed with.
Customer received two AR notification emails 30 & 15 days in advance with an opportunity to cancel upcoming AR.
In this case customer decided not to.
Unfortunately, we cannot process refund in this case due to missed 30-days from day of charge.
We are of course willing to help customer with his any problem he may face with Avast Product.
Final Consumer Response /* (4200, 16, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT receive notification from this company of an automatic renewal. This program did NOT renew on my computer, instead it has a constant pop up ad that I can NOT seem to get rid of that is asking me to renew my subscription that I was already charged automatically to renew. The program obviously did not renew. Calling the customer service number is frustrating because the language barrier is significant. It is a scam! I would advise anyone reading this post to beware of giving this company your credit card information. They did not notify me. They charged me for a program that was not renewed and they refuse to give a refund. When I try to contact customer service by phone they repeatedly state that all refund request must be done by COMPUTER request ONLY.
Initial Business Response /* (1000, 5, 2015/12/28) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/08/20) */
Thank you for submitting your request through the Revdex.com portal. An internal avast! refund specialist will be in contact with you shortly regarding your request for refund of both purchases.
Kind Regards
Initial Consumer...
Rebuttal /* (3000, 7, 2014/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
To Me
Aug 21 at 2:57 AM
Dear Ms. [redacted],
Thank you for contacting AVAST software. Firstly, I would like to express my apologies for your frustration with the Total Support call center.
We take pride in focusing on our customers, but it appears on this occasion, unfortunately, you have not received our usual level of service.
I, personally, would be very happy to offer assistance to you in regards to solving any avast! query you may have, and would be happy to work directly with you to get avast! up and running, and protecting your computer as quickly as possible. To do this, if you could explain to me the exact problem you are having, or specifically the problems with avast! which you have encountered and I can then offer some suggestions for you.
Again, please accept our apologies for the call center interaction.
Best Regards,
[redacted]
Customer Service Supervisor
AVAST Software s.r.o.
Ticket Details
Ticket ID: VRI-XXX-XXXXX
Department: [redacted] Service (Complaints)
Type: Communication
Status: On Hold
Priority: Normal
[redacted] Center: https://[redacted].avast.com/index.php?/Default_old
Reply, Reply All or Forward More
This is the email that I received from Avast. I don't want to fix the damage that was done. I just would like my money back. Why did it take so long for Avast to contact me about my problem? They received the complaint in May. Please I just would like the whole amount that I paid for both items.I lost a computer while all of this was going on. It didn't work right after they tried to install the items. I don't feel that I should have to pay for something that never worked. And also the computer I had to buy because of all this. Also I received a letter from Capital One yesterday. They stated that the investigation was closed; because of lack of evidence. They told me if I wanted to persue this; that I had to work directly with Avast. I am trying; and I just want a refund; nothing else.
Final Business Response /* (4000, 13, 2014/09/11) */
Unfortunately we can not provide you a refund for a service you had 4 months ago but a refund specialist will contact you regarding the reasoning and our refund policy.
Kind Regads
Final Consumer Response /* (4200, 15, 2014/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Avasr knew I was unhappy about this right away; as I contacted my credit card company right away. I didn't wait 4 months to do that. I haven't used the program either. Why would I? It messed up my other computer. I see all the complaints about Avast; and people being angry because they don't refund money to people. It's a shame that you can't find a decent company to trust. This is wrong; and Avast knows that. I'm just sorry that I trusted and believed enough to lose over $200 to buy 2 products. And also my computer that got messed up over this. And I had to buy a new one. I'm not happy about this at all. If you were a decent company you would definitely return my money in full; as I am not using your product.
Initial Business Response /* (1000, 5, 2014/06/04) */
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
We canceled Auto-Renewal for this customer.
We also contacted our distributor to double check that no AR feature is active for him.
Initial Business Response /* (1000, 5, 2014/07/21) */
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 10-14 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, 2014/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company responded in a very professional manner, promising a refund in 14 to 21 days. Since this is a very public business that depends on customers' perceptions, I have no reason to doubt the sincerity of their response. However, I shall be in touch if the outcome is other than what we all expect. Thanks to the Revdex.com for being there for the consumer AND the business.
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 /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept...
the response from the business.)
All I want is a complete refund
Final Business Response /* (4000, 15, 2015/11/19) */
Our support agent replied to customer via our support portal with his activation code for our new Avast Cleanup.
We are awaiting his reply in our support portal.
Final Consumer Response /* (2000, 18, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/01/21) */
Unfortunately, we didn't receive any email from her except this notification.
We just contacted her with a willingness to solve her license issues ASAP.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/23) */
(The consumer...
indicated he/she DID NOT accept the response from the business.)
This is the email exactly what I received from Avast in reference to my complaint with the Revdex.com. Nor much of a response. My complaint was very specific, I don't know what additional information they need.
#MOX-XXX-XXXXX: Avast
Actions
c [redacted]
12:26 PM
To: [redacted]@avast.com
If you actually take the time to read the complaint you will see all the information you need.
Actions
[redacted]@avast.com)
Add to contacts
1/21/15
Keep this message at the top of your inbox
To: [redacted]@hotmail.com
[redacted]@avast.com
Dear Ms. [redacted],
We received a notification from Revdex.com about your issues with licenses.
Could you please give me some further details about the problem you are having with the licenses and I will eagerly work with you to attempt to resolve it.
I look forward to hearing from you.
Best regards,
[redacted]
Customer Retention Supervisor
AVAST Software s.r.o.
Final Business Response /* (4000, 11, 2015/02/10) */
Customer was already refunded based on the communication via our support portal.
Final Consumer Response /* (4200, 13, 2015/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 2/12/2015 my credit card does not have a refund posted,