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.Her renewal was refunded as she requested in our support portal.
Initial Business Response /* (1000, 5, 2015/10/27) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of October 28, 2015 we have NOT...
received the refund from Avast as stated above. We received an email today at 9:55AM from Avast stating that they processed the refund request.
I logged in to my credit card account. There is NO refund from Avast.
Final Business Response /* (4000, 9, 2015/10/30) */
Refund for this customer was processed by our distributor.
Customer should see it in his bank account during the next week.
Final Consumer Response /* (2000, 11, 2015/11/03) */
I received the $31.79 credit on my card. Thank you for your help in resolving my issue.
[redacted]
Initial Business Response /* (1000, 5, 2015/05/11) */
We contacted customer via our support portal.
Customer was refunded as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/12) */
5-12-15
Sent via email:
Dear [redacted]
First of all, I want to thank you and...
Revdex.com for all your support in this matter, I realize that we, consumers, are not alone against big corporations and our rights are protected.
Avast contacted me offering the refund of 120 USD to my credit card, also, someone in the Headquarters, named Valdimir, wrote me to offer their apologies. I have expressed that I lost my lap top as a result of their "service" and the fact that I will need to pay for extracting all my data from the hard disk will make me to incur in additional charges, I told them that will be unfair to charge them for the cost of the lap top since it was already 6 years old, nonetheless, I wanted them to cover the charge of $100 USD for a third party company recover all my lost data (that was my email sent yesterday) today, Vladimir responded that they can't pay to other companies, but he offered me an extension of my current antivirus. I have responded that they have a more another more sophisticated antivirus that is sold for 49.99 per year and if they grant me 2 years of this version, we can settle this issue up.
Initial Business Response /* (1000, 7, 2014/07/03) */
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 7-10 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, 9, 2014/07/09) */
Refund has been received.
Close case
Initial Business Response /* (1000, 7, 2015/02/12) */
Customer was contacted by our support agent in the reaction to his refund request.
Unfortunately, we did not receive any reply from the customer since November.
We offered a refund however customer never confirmed it.
Refund was...
Initial Business Response /* (1000, 5, 2015/04/14) */
We were able to locate his email in our support portal.
We contacted customer with our offer to help him to fix the issue which he has.
Initial Consumer Rebuttal /* (2000, 12, 2015/04/30) */
4-29-15
Sent via...
email:
Yes, the issue is now resolved, let it be noted that until Revdex.com was involved they were unwilling to even attempt help.
Thanks,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/07) */
Unfortunately, we did not find customer in our support portal.
We contacted customer with our willingness to fix the issue he has with our product.
We are awaiting his reply in our support portal.
Initial Consumer Rebuttal /* (2000, 7,...
2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They provided a full refund.
Customer had two subscriptions running simultaneously.
Auto-Renewal was canceled for just one of them.
Customer was refunded for this AR as she requested in our support portal.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/08/12) */
Customer contacted us via our support portal on June/2015 (8 months from the purchase date) with his refund request.
This refund request was declined due to our 30-days refund guarantee.
We are more than to provide customer any help...
during the remaining validation of his license.
Auto-Renewal for his order was already canceled.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is not even close to being satisfactory. I will accept nothing less than a full refund for every dollar I paid Avast. The company is incompetent as well as dishonest. This morning I received an email from them in Russian about renewing! If I don't receive a check (I've cancelled my credit card because I don't trust that they won't still automatically renew) I will take this matter to the appropriate governmental agencies as well as media consumer watchdogs. These kind of business practices need to be punished and exposed. They're getting off easy. I should also ask for reimbursement for the computer that I had to replace because of their worthless "protection."
Final Business Response /* (4000, 9, 2015/08/23) */
All Avast programs can be used 30 days for free as a trial, and additionally we offer a 30 days money back guarantee from the date of purchase. Customer never contacted us in this extended period (60 days) with his refund request or any other support request.
Our support offer to customer help with any Avast related issues he may has.
Unfortunately, due to the refund policy which customer agreed in our EULA during the purchase process - this order cannot be refunded.
Final Consumer Response /* (4200, 11, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Before I purchased Avast's alleged protection, I had just had my computer checked out at a local store. After I had submitted my credit card info, I tried to install Avast. I couldn't do it and called the company. They claimed my computer was in disrepair and they would have to install it remotely for an additional charge. After a few months, allegedly under Avast protection, my computer was infected and had to be replaced. I contacted the company and asked for a refund. The representative send me online instructions to do so which turned out to be impossible. No mention was made of any 30 day refund deadline. These are the kind of questionable business practices which I will present to both governmental and media agencies if I'm not given a full refund by check.
Business Response /* (-10, 13, 2015/01/30) */
Unfortunately, we did not receive any request to our support portal from this customer.
We contacted him to straighten this inconvenient situation.
Consumer Response /* (2000, 17, 2015/02/03) */
(The consumer indicated he/she...
ACCEPTED the response from the business.)
I received an email directly from this company inquiring why I had filed a complaint. I advised exactly what was included in my complaint. I further advised that I wanted to be sure not to be charged for any Avast services again based on my most recent experience prompting this complaint. Once I entered payment information, I could not find how to remove it to ensure auto payment would not happen again in the future. I received an email on 2/2/2015 from the business indicating the payment detail had been removed, and I should not be billed in the future.
Unfortunately, we did not receive any support request from this customer in our support portal.
Customer probably did not activate his license with his activation code.
We contacted him via our support portal with a correct activation procedure.
Initial Business Response /* (1000, 5, 2014/08/08) */
We do apologize for the double payment and will be refunding the 2nd purchase.
Initial Consumer Rebuttal /* (2000, 7, 2014/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/04/16) */
We escalated your case to TTS supervisor. We can confirm that customer's subscription of TTS services is valid till April 16th.
Customer will receive a call from our supervisor to service his computer as he requested yesterday.
We...
Unfortunately, we did not receive any refund request from this customer.His 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 customer's request, his Auto-Renewal license was refunded.
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.)
Complaint: [redacted]I am rejecting this response because: I have requested 'numerous times' a refund for my initial subscription because consecutive scans of the Avast system has revealed numerous problems that a customer will never become aware of UNLESS they run it 'consecutively'. Operating a simple scan 4-5x in a row will show that even though each time you are given a "successful cleanup" (as in numerous junk files), the following scans ALSO show MORE junk files and/or differing quantities and it continues this way each time which tells me the system will find problems for every scan even though it was SUPPOSEDLY just "successfully cleaned" the very time before! If this happens, how can it ever be claimed, by Avast systems that a subscribed pc is actually clean when the same system repeatedly shows that it's NOT clean??? My experience leads me to believe that this Avast system, in my opinion is a complete scam based on showing never ending problems and junk files in an effort by the company to continue milking customers for more money.
Secondly, I previously sent 6 emails detailing these same problems and have been totally ignored by Avast reps. I was previously also told by Avast that problems with a previous Avast update was being worked on and they'd "get back to me". That was many months ago and still have never heard from them on a 'fix'. This lack for customer concerns for unfixed and ongoing problems leaves me realizing Avast, in my opinion, is nothing more than a money making scam by a select group of foreigners who are either VERY unskilled at pc programming and/or are highly skilled at scamming the general public and avoid complaints by simply ignoring customer emails.
All in all, an extremely POOR product with even worse customer service, OR lack of and I would NEVER buy anything from Avast....even if they gave it away. BUYER BEWARE! Look elsewhere!!!!!!!Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/05/05) */
Can you please provide a purchase number or email address that can be associated to the billing?
[redacted]@tx.rr.com is not in our database, is their another email address you can provide?
We await your reply.
Initial...
Consumer Rebuttal /* (3000, 7, 2014/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Merchant
DigitalRiver US Inc
[redacted]@digitalriver.com
XXX-XXX-XXXX
Apr 30, 2014 01:32:57 PDT
Transaction ID: 73SXXXXXXYXXXXXXH
DRI*AVAST Software $54.11 USD
Avast had the email address since thry did charge my account. That is proof they are lying when they claim they did not have my email address.
Also, from AVAST site https://[redacted].avast.com/Tickets/Ticket/View/XXXXXXX
"From: [redacted] mailto:[redacted]@avast.com
Sent: Friday, May 02, XXXX X:XX AM
To: [redacted]@tx.rr.com
Subject: #[redacted]-XXX-XXXXX: [redacted]-XXX-XXXXX
Dear [redacted],
Thank you for contacting avast! software. I am sorry to hear that you are currently seeking a refund of your avast! purchase. Could you please give me some further details about the problem you are having with the software, or the reason for the refund request, and I will eagerly work with you to attempt to resolve it or initiate refund promptly.
I look forward to hearing from you.
Best Regards,
[redacted] service department
AVAST Software a.s.
Ticket Details"
My response:
1) Posted on: 02 May XXXX XX:XX
Thank you for your courteous response.
Please refund $54.11 immediately.
This is the only acceptable resolution.
[redacted] L [redacted]
Coppell, TX
ph XXX XXX XXXX
Final Business Response /* (4000, 11, 2014/05/29) */
Your case has been sent back to Mr. [redacted] for him to reply to you directly.
Initial Business Response /* (1000, 5, 2015/01/21) */
Ms. [redacted] claims that she was charged for our product however we did not receive any proof of purchase which will confirm her claim.
We were in communication with her however we didn't receive any Proof of purchases and replies...
anymore.
Initial Consumer Rebuttal /* (4200, 9, 2015/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did send photos of my bank statements and report segments from my fraud report several times. Each time I was brushed off and told I had the wrong company or that I needed to b provide more proof.
Then I was told I needed to contact them via their new website which I tried about 8 times and each time the email would get kicked back.
I was also told it was now handled by digital river. When I tried texting them I got half of a message which cut off.
I will forward more of my emails again and attempt to re gather the evidence again.
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.Her renewal was refunded as she requested in our support portal.
Initial Business Response /* (1000, 5, 2015/10/27) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of October 28, 2015 we have NOT...
received the refund from Avast as stated above. We received an email today at 9:55AM from Avast stating that they processed the refund request.
I logged in to my credit card account. There is NO refund from Avast.
Final Business Response /* (4000, 9, 2015/10/30) */
Refund for this customer was processed by our distributor.
Customer should see it in his bank account during the next week.
Final Consumer Response /* (2000, 11, 2015/11/03) */
I received the $31.79 credit on my card. Thank you for your help in resolving my issue.
[redacted]
Initial Business Response /* (1000, 5, 2015/05/11) */
We contacted customer via our support portal.
Customer was refunded as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/12) */
5-12-15
Sent via email:
Dear [redacted]
First of all, I want to thank you and...
Revdex.com for all your support in this matter, I realize that we, consumers, are not alone against big corporations and our rights are protected.
Avast contacted me offering the refund of 120 USD to my credit card, also, someone in the Headquarters, named Valdimir, wrote me to offer their apologies. I have expressed that I lost my lap top as a result of their "service" and the fact that I will need to pay for extracting all my data from the hard disk will make me to incur in additional charges, I told them that will be unfair to charge them for the cost of the lap top since it was already 6 years old, nonetheless, I wanted them to cover the charge of $100 USD for a third party company recover all my lost data (that was my email sent yesterday) today, Vladimir responded that they can't pay to other companies, but he offered me an extension of my current antivirus. I have responded that they have a more another more sophisticated antivirus that is sold for 49.99 per year and if they grant me 2 years of this version, we can settle this issue up.
I will keep you informed of what he responds.
Thanks again for all your help,
sincerely,
[redacted]
Initial Business Response /* (1000, 7, 2014/07/03) */
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 7-10 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, 9, 2014/07/09) */
Refund has been received.
Close case
Best regards,
[redacted]
Initial Business Response /* (1000, 7, 2015/02/12) */
Customer was contacted by our support agent in the reaction to his refund request.
Unfortunately, we did not receive any reply from the customer since November.
We offered a refund however customer never confirmed it.
Refund was...
processed manually.
Initial Business Response /* (1000, 5, 2015/04/14) */
We were able to locate his email in our support portal.
We contacted customer with our offer to help him to fix the issue which he has.
Initial Consumer Rebuttal /* (2000, 12, 2015/04/30) */
4-29-15
Sent via...
email:
Yes, the issue is now resolved, let it be noted that until Revdex.com was involved they were unwilling to even attempt help.
Thanks,
[redacted]
Customer was refunded for his renewal order as he requested in our support portal.
Initial Business Response /* (1000, 5, 2015/08/07) */
Unfortunately, we did not find customer in our support portal.
We contacted customer with our willingness to fix the issue he has with our product.
We are awaiting his reply in our support portal.
Initial Consumer Rebuttal /* (2000, 7,...
2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They provided a full refund.
Customer had two subscriptions running simultaneously.
Auto-Renewal was canceled for just one of them.
Customer was refunded for this AR as she requested in our support portal.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/08/12) */
Customer contacted us via our support portal on June/2015 (8 months from the purchase date) with his refund request.
This refund request was declined due to our 30-days refund guarantee.
We are more than to provide customer any help...
during the remaining validation of his license.
Auto-Renewal for his order was already canceled.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is not even close to being satisfactory. I will accept nothing less than a full refund for every dollar I paid Avast. The company is incompetent as well as dishonest. This morning I received an email from them in Russian about renewing! If I don't receive a check (I've cancelled my credit card because I don't trust that they won't still automatically renew) I will take this matter to the appropriate governmental agencies as well as media consumer watchdogs. These kind of business practices need to be punished and exposed. They're getting off easy. I should also ask for reimbursement for the computer that I had to replace because of their worthless "protection."
Final Business Response /* (4000, 9, 2015/08/23) */
All Avast programs can be used 30 days for free as a trial, and additionally we offer a 30 days money back guarantee from the date of purchase. Customer never contacted us in this extended period (60 days) with his refund request or any other support request.
Our support offer to customer help with any Avast related issues he may has.
Unfortunately, due to the refund policy which customer agreed in our EULA during the purchase process - this order cannot be refunded.
Final Consumer Response /* (4200, 11, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Before I purchased Avast's alleged protection, I had just had my computer checked out at a local store. After I had submitted my credit card info, I tried to install Avast. I couldn't do it and called the company. They claimed my computer was in disrepair and they would have to install it remotely for an additional charge. After a few months, allegedly under Avast protection, my computer was infected and had to be replaced. I contacted the company and asked for a refund. The representative send me online instructions to do so which turned out to be impossible. No mention was made of any 30 day refund deadline. These are the kind of questionable business practices which I will present to both governmental and media agencies if I'm not given a full refund by check.
Business Response /* (-10, 13, 2015/01/30) */
Unfortunately, we did not receive any request to our support portal from this customer.
We contacted him to straighten this inconvenient situation.
Consumer Response /* (2000, 17, 2015/02/03) */
(The consumer indicated he/she...
ACCEPTED the response from the business.)
I received an email directly from this company inquiring why I had filed a complaint. I advised exactly what was included in my complaint. I further advised that I wanted to be sure not to be charged for any Avast services again based on my most recent experience prompting this complaint. Once I entered payment information, I could not find how to remove it to ensure auto payment would not happen again in the future. I received an email on 2/2/2015 from the business indicating the payment detail had been removed, and I should not be billed in the future.
Unfortunately, we did not receive any support request from this customer in our support portal.
Customer probably did not activate his license with his activation code.
We contacted him via our support portal with a correct activation procedure.
Initial Business Response /* (1000, 5, 2014/08/08) */
We do apologize for the double payment and will be refunding the 2nd purchase.
Initial Consumer Rebuttal /* (2000, 7, 2014/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/04/16) */
We escalated your case to TTS supervisor. We can confirm that customer's subscription of TTS services is valid till April 16th.
Customer will receive a call from our supervisor to service his computer as he requested yesterday.
We...
informed customer about it in our support portal.
Unfortunately, we did not receive any refund request from this customer.His 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 customer's request, his Auto-Renewal license was refunded.
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.)
Complaint: [redacted]I am rejecting this response because: I have requested 'numerous times' a refund for my initial subscription because consecutive scans of the Avast system has revealed numerous problems that a customer will never become aware of UNLESS they run it 'consecutively'. Operating a simple scan 4-5x in a row will show that even though each time you are given a "successful cleanup" (as in numerous junk files), the following scans ALSO show MORE junk files and/or differing quantities and it continues this way each time which tells me the system will find problems for every scan even though it was SUPPOSEDLY just "successfully cleaned" the very time before! If this happens, how can it ever be claimed, by Avast systems that a subscribed pc is actually clean when the same system repeatedly shows that it's NOT clean??? My experience leads me to believe that this Avast system, in my opinion is a complete scam based on showing never ending problems and junk files in an effort by the company to continue milking customers for more money.
Secondly, I previously sent 6 emails detailing these same problems and have been totally ignored by Avast reps. I was previously also told by Avast that problems with a previous Avast update was being worked on and they'd "get back to me". That was many months ago and still have never heard from them on a 'fix'. This lack for customer concerns for unfixed and ongoing problems leaves me realizing Avast, in my opinion, is nothing more than a money making scam by a select group of foreigners who are either VERY unskilled at pc programming and/or are highly skilled at scamming the general public and avoid complaints by simply ignoring customer emails.
All in all, an extremely POOR product with even worse customer service, OR lack of and I would NEVER buy anything from Avast....even if they gave it away. BUYER BEWARE! Look elsewhere!!!!!!!Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/05/05) */
Can you please provide a purchase number or email address that can be associated to the billing?
[redacted]@tx.rr.com is not in our database, is their another email address you can provide?
We await your reply.
Initial...
Consumer Rebuttal /* (3000, 7, 2014/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Merchant
DigitalRiver US Inc
[redacted]@digitalriver.com
XXX-XXX-XXXX
Apr 30, 2014 01:32:57 PDT
Transaction ID: 73SXXXXXXYXXXXXXH
DRI*AVAST Software $54.11 USD
Avast had the email address since thry did charge my account. That is proof they are lying when they claim they did not have my email address.
Also, from AVAST site https://[redacted].avast.com/Tickets/Ticket/View/XXXXXXX
"From: [redacted] mailto:[redacted]@avast.com
Sent: Friday, May 02, XXXX X:XX AM
To: [redacted]@tx.rr.com
Subject: #[redacted]-XXX-XXXXX: [redacted]-XXX-XXXXX
Dear [redacted],
Thank you for contacting avast! software. I am sorry to hear that you are currently seeking a refund of your avast! purchase. Could you please give me some further details about the problem you are having with the software, or the reason for the refund request, and I will eagerly work with you to attempt to resolve it or initiate refund promptly.
I look forward to hearing from you.
Best Regards,
[redacted] service department
AVAST Software a.s.
Ticket Details"
My response:
1) Posted on: 02 May XXXX XX:XX
Thank you for your courteous response.
Please refund $54.11 immediately.
This is the only acceptable resolution.
[redacted] L [redacted]
Coppell, TX
ph XXX XXX XXXX
Final Business Response /* (4000, 11, 2014/05/29) */
Your case has been sent back to Mr. [redacted] for him to reply to you directly.
Initial Business Response /* (1000, 5, 2015/01/21) */
Ms. [redacted] claims that she was charged for our product however we did not receive any proof of purchase which will confirm her claim.
We were in communication with her however we didn't receive any Proof of purchases and replies...
anymore.
Initial Consumer Rebuttal /* (4200, 9, 2015/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did send photos of my bank statements and report segments from my fraud report several times. Each time I was brushed off and told I had the wrong company or that I needed to b provide more proof.
Then I was told I needed to contact them via their new website which I tried about 8 times and each time the email would get kicked back.
I was also told it was now handled by digital river. When I tried texting them I got half of a message which cut off.
I will forward more of my emails again and attempt to re gather the evidence again.