Initial Business Response /* (1000, 8, 2015/01/26) */
Customer was already refunded by our staff in January as he requested
Initial Consumer Rebuttal /* (2000, 10, 2015/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was fully refunded
Thank you for the rapid handling of my caseI do not believe they (Avast) were going to process my refund had it not been the claim I made to you and your handling the matter
Thank You
Sincerely
Initial Business Response /* (1000, 5, 2015/02/20) */
Customer contacted us via our support portal in December
We replied to him however we never received any reply back
We refunded both orders and generated buy link again for him
Initial Consumer Rebuttal /* (2000, 7,
2015/02/24) */
2-24-
Sent via email:
My complaint with Avast Software,Inchas been resolvedMy Visa account has been credited with the amounts: $~ $Thank you so much with your help in resolving this issue
*** K***
Initial Business Response /* (1000, 5, 2014/05/26) */
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-business days to receiveA
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, 13, 2014/07/21) */
Our records indicate this product has already been refunded
Initial Consumer Rebuttal /* (3000, 15, 2014/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This effort to recieve a
refund started in June and I have not received any portion of the refundAs I stated before I was charged for the one year service along with an additional year of service and I'm asking for a full refund as I have not used any of the service
Final Business Response /* (4000, 21, 2014/07/28) */
Unfortunately we can not refund a product that you did not useAs it's over the day return policy
We will not be providing any further refunds regarding your purchase but more than happy to provide support for the product to help protect your PC
Kind Regards
Final Consumer Response /* (4200, 23, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response however I refuse to continue to pursue this matter as I feel it's hopelessBusiness ethics is such a foreign concept these days that even having a Revdex.com seems useless when companies and/or consumers render the bureau powerless by ignoring the negative publicity that companies once strived to maintain
Initial Business Response /* (1000, 5, 2015/04/10) */
Unfortunately, we never received any email or ticket in our support portal from this customer
We contacted him about his Auto-Renewal
Customer was charged for Auto-Renewal because he had this option active
Our distributor sent
two emails about upcoming Auto-Renewal event to his email address
These emails also contain a description how to cancel Auto-Renewal
We are awaiting customer reply 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe business has kindly agreed to honor my cancellation request and refund my payment.Sincerely, *** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is barely satisfactory to me and is not 100% truthful I was refunded DAYS AFTER
filing with the Revdex.com, but before they responded to the Revdex.com, and not before as they imply This is just further dishonesty from "Avast" Please close the case, but be aware that they did not refund me until AFTER the Revdex.com stepped in.Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/07/02) */
Unfortunately, customer never contacted us in our support portal
We contacted customer with our willingness to solve any issue with our security software
We are awaiting reply in the support portal
Initial Consumer Rebuttal /* (3000,
7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They insisted on not prorating any money to me
Only wants to refund 32.OO for grime fighter
which still has not been credited to my acct
I am not happy...but with my husband fighting
cancer...I cannot wrap up all my time with these
people...They are overseas...and do not always
understand...what I am writing...so I have to
send numerous emails to explain
For all the problems that I had to purchase a
new computer for hundreds of dollars...They could
have prorated the rest of the software...that I will no longer use
I don't understand that!!!
Final Business Response /* (4000, 9, 2015/07/20) */
Customer contacted us via our support portal that both of his licenses were already refunded
Case was closed at our side
Initial Business Response /* (1000, 5, 2015/11/03) */
Unfortunately, we did not find any email in our support portal from this customer
Customer license was refunded already by our distributor
Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */
To whom it may concern:
I wanted to let
you know that I was contacted by AVAST and I have received a refundI truly appreciate your help in this matter
Have a wonderful day!
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2014/04/16) */
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, 2014/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not sure how to take this response except that it does not respond to my complaint but delays the answer to the complaintI hope we can come to an agreement, service from AVAST over the last couple years was good up to this incident
Final Business Response /* (4000, 9, 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-business days to receiveA 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
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 (& 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, AR order was refunded back to the account used for the original order
Unfortunately, we did not receive any refund request from customer in our support portal.Customer's subscription was renewed because his previous order had Auto-Renewal option active.Our distributor informed him about this renewal in the renewal notification emails (& days) before the
renewal. These emails informs about upcoming renewal event together with a description how to cancel this renewal feature.His renewal order was refunded as he requested
Initial Business Response /* (1000, 5, 2016/01/28) */
Customer was already refunded as he requested in our support portal
Initial Consumer Rebuttal /* (2000, 7, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund from the company, but
would only ask that they review their communication with users to make the process clearerThere is still the issue of going to the credit card company to receive a credit card number, bypassing *** customerThis may be legal, but I would argue that it's a poor business practice because it erodes trust - something crucial for a software security company
Initial Business Response /* (1000, 5, 2014/05/26) */
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-business days to receiveA
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, 2014/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They sent me a response, but just offering to help me fix the problemNothing about a refundI haven't recieved a refund yetThank you
Final Business Response /* (4000, 9, 2014/05/29) */
We will have someoene provide the complete refund
Initial Business Response /* (1000, 5, 2015/04/10) */
We never received any request in our support portal
Auto-Renewal was canceled as customer requested
Initial Consumer Rebuttal /* (2000, 7, 2015/04/13) */
(The consumer indicated he/she ACCEPTED the response from the
business.)
Auto-renewal was canceled as customer requested
This is all I wantedThank you for your help!
Avast makes it difficult to cancel as I've read many similar complaints online
Thanks again
***
Initial Business Response /* (1000, 5, 2015/07/02) */
We found customer's email in our support portal
Customer was already refunded by our support agent
Initial Consumer Rebuttal /* (2000, 7, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/23) */
Customer contacted us via our support portal
He was charged for Auto-Renewal in March, this order is still valid and customer is protected
He was charged for another subscription in June and our support agent already refunded this
duplicate back to the customer's account
Initial Consumer Rebuttal /* (3000, 8, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received an email or other notification of any renewal until May 18, The one and only correspondence we received from Avast was the above mentioned email received on May 18, advising our subscription would expire on June 22, 2015.we have kept all emails from and to Avast We then notified them on May 19, the day after receiving the notice of expiration to cancel our subscription and return both charges of for a grand total of $69.98!!!We never agree to any auto-renewals of any kindWe were also quaranteed mkcustomer satisfaction and that is why we cancelled our subcription! We were not satisfied! They are definitely trying to say we don't understand the internet and how things work,because we are senior citizensThey have been very patronizing to us, especially to my wife, treating her like she was an ie because she is a senior citizen!! She knows more about the internet than some of their overseas employees! We want them to do the ethical and right thing and refund all of our money they took from us!! We do not want to do business with them now or in the future!
Final Business Response /* (4000, 11, 2015/06/29) */
Customer was charged for an Auto-Renewal in MarchCustomer received two notification emails about upcoming Auto-Renewal on 1/31/& 2/15/Both of these email were sent to the email used in this complaintThese emails contain manual how to cancel this Auto-Renewal to avoid this charge
Final Consumer Response /* (4200, 14, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We only received one (1) email from Avast in 2015, and that was the email dated May 18, Please see email as follows:
Subject Avast - Your Subscription Will Automatically Renew in Days
From ***@digitalriver.com
To ***@yahoo.com
Date Mon, May 18, at 1:AM
Dear *** ***,
We trust that you've been happy with your Avast Pro Antivirus -
PC, Year subscription
This is just a reminder that we will automatically renew your
Avast Pro Antivirus - PC, Year subscription (Order ID:
XXXXXXXXXXX) on June 17, Products with subscription
length shorter than year will be renewed for the same term
Other products will be renewed for year
We strongly recommend that you keep your Automatic-
Renewal active to ensure your continued online security and
privacyNo action is required on your side
Subscription Summary
Product:
Avast Pro Antivirus - PC, Year
Order ID:
XXXXXXXXXXXExpiration Date:
June 22,
Renewal Date:
June 17,
The renewal date is a few days before the expiration date so that
we can ensure your continuous protectionYou won't lose any days
of protection - we will just add another year to your current
expiration date
Price to be Charged:
$
Original Price: $
Discount: $
SubTotal: $
Tax: $
Thank you for entrusting AVAST with your computer and data
protectionIf you ever want to cancel Automatic-Renewal, you
can go to avast.com/find-order, sign in, and cancel the feature
The login credentials you need to siare:
Order ID: XXXXXXXXXXX
Password: *** please be aware that if you cancel Automatic-Renewal,
your protection will only remain active only until the expiration
date, and then you will need to renew manually
If you cancel your subscription and your license
expires, then your PC and any sensitive or personal
information could be exposed to all kinds ofavast.com/support
security threats and privacy leaks!
We are here to help you
Best regards,
AVAST Software Customer Service
avast.com/support
Please note: This email message was sent from a notification-only address that
cannot accept incoming emailPlease do not reply to this message
AVAST Software, Inc*** *** Drive, *** *** *** City, ** XXXXX,
The information they are telling you is a falsehoodThere were no previous emails,letters or telephone calls informing us on our account prior to May, 18,They have allowed errors on their part on this account previously IE-the double billingThey again are trying to cover their mistakes and tracks with untruths about when they first notified usAre they so broke and desparate to try every trick in the book to take from senior citizens and keep our $34.99? Until our entire money is returned we will not accept anything lessThanking you for your aide in this sad situation
Initial Business Response /* (1000, 8, 2015/01/26) */
Customer was already refunded by our staff in January as he requested
Initial Consumer Rebuttal /* (2000, 10, 2015/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was fully refunded
Thank you for the rapid handling of my caseI do not believe they (Avast) were going to process my refund had it not been the claim I made to you and your handling the matter
Thank You
Sincerely
Initial Business Response /* (1000, 5, 2015/05/15) */
We found customer refund request in our support portal
His license was refunded as he requested
Initial Business Response /* (1000, 5, 2015/02/20) */
Customer contacted us via our support portal in December
We replied to him however we never received any reply back
We refunded both orders and generated buy link again for him
Initial Consumer Rebuttal /* (2000, 7,
2015/02/24) */
2-24-
Sent via email:
My complaint with Avast Software,Inchas been resolvedMy Visa account has been credited with the amounts: $~ $Thank you so much with your help in resolving this issue
*** K***
Initial Business Response /* (1000, 5, 2014/05/26) */
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-business days to receiveA
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
Customer was already refunded as he requested in our support portal
Initial Business Response /* (1000, 13, 2014/07/21) */
Our records indicate this product has already been refunded
Initial Consumer Rebuttal /* (3000, 15, 2014/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This effort to recieve a
refund started in June and I have not received any portion of the refundAs I stated before I was charged for the one year service along with an additional year of service and I'm asking for a full refund as I have not used any of the service
Final Business Response /* (4000, 21, 2014/07/28) */
Unfortunately we can not refund a product that you did not useAs it's over the day return policy
We will not be providing any further refunds regarding your purchase but more than happy to provide support for the product to help protect your PC
Kind Regards
Final Consumer Response /* (4200, 23, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response however I refuse to continue to pursue this matter as I feel it's hopelessBusiness ethics is such a foreign concept these days that even having a Revdex.com seems useless when companies and/or consumers render the bureau powerless by ignoring the negative publicity that companies once strived to maintain
Initial Business Response /* (1000, 5, 2015/04/10) */
Unfortunately, we never received any email or ticket in our support portal from this customer
We contacted him about his Auto-Renewal
Customer was charged for Auto-Renewal because he had this option active
Our distributor sent
two emails about upcoming Auto-Renewal event to his email address
These emails also contain a description how to cancel Auto-Renewal
We are awaiting customer reply 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe business has kindly agreed to honor my cancellation request and refund my payment.Sincerely, *** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is barely satisfactory to me and is not 100% truthful I was refunded DAYS AFTER
filing with the Revdex.com, but before they responded to the Revdex.com, and not before as they imply This is just further dishonesty from "Avast" Please close the case, but be aware that they did not refund me until AFTER the Revdex.com stepped in.Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/07/02) */
Unfortunately, customer never contacted us in our support portal
We contacted customer with our willingness to solve any issue with our security software
We are awaiting reply in the support portal
Initial Consumer Rebuttal /* (3000,
7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They insisted on not prorating any money to me
Only wants to refund 32.OO for grime fighter
which still has not been credited to my acct
I am not happy...but with my husband fighting
cancer...I cannot wrap up all my time with these
people...They are overseas...and do not always
understand...what I am writing...so I have to
send numerous emails to explain
For all the problems that I had to purchase a
new computer for hundreds of dollars...They could
have prorated the rest of the software...that I will no longer use
I don't understand that!!!
Final Business Response /* (4000, 9, 2015/07/20) */
Customer contacted us via our support portal that both of his licenses were already refunded
Case was closed at our side
Initial Business Response /* (1000, 5, 2015/11/03) */
Unfortunately, we did not find any email in our support portal from this customer
Customer license was refunded already by our distributor
Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */
To whom it may concern:
I wanted to let
you know that I was contacted by AVAST and I have received a refundI truly appreciate your help in this matter
Have a wonderful day!
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2014/04/16) */
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, 2014/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not sure how to take this response except that it does not respond to my complaint but delays the answer to the complaintI hope we can come to an agreement, service from AVAST over the last couple years was good up to this incident
Final Business Response /* (4000, 9, 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-business days to receiveA 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
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 (& 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, AR order was refunded back to the account used for the original order
Unfortunately, we did not receive any refund request from customer in our support portal.Customer's subscription was renewed because his previous order had Auto-Renewal option active.Our distributor informed him about this renewal in the renewal notification emails (& days) before the
renewal. These emails informs about upcoming renewal event together with a description how to cancel this renewal feature.His renewal order was refunded as he requested
Initial Business Response /* (1000, 5, 2016/01/28) */
Customer was already refunded as he requested in our support portal
Initial Consumer Rebuttal /* (2000, 7, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund from the company, but
would only ask that they review their communication with users to make the process clearerThere is still the issue of going to the credit card company to receive a credit card number, bypassing *** customerThis may be legal, but I would argue that it's a poor business practice because it erodes trust - something crucial for a software security company
Initial Business Response /* (1000, 5, 2014/05/26) */
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-business days to receiveA
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, 2014/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They sent me a response, but just offering to help me fix the problemNothing about a refundI haven't recieved a refund yetThank you
Final Business Response /* (4000, 9, 2014/05/29) */
We will have someoene provide the complete refund
Initial Business Response /* (1000, 5, 2015/04/10) */
We never received any request in our support portal
Auto-Renewal was canceled as customer requested
Initial Consumer Rebuttal /* (2000, 7, 2015/04/13) */
(The consumer indicated he/she ACCEPTED the response from the
business.)
Auto-renewal was canceled as customer requested
This is all I wantedThank you for your help!
Avast makes it difficult to cancel as I've read many similar complaints online
Thanks again
***
Initial Business Response /* (1000, 5, 2015/07/02) */
We found customer's email in our support portal
Customer was already refunded by our support agent
Initial Consumer Rebuttal /* (2000, 7, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/23) */
e because she is a senior citizen!! She knows more about the internet than some of their overseas employees! We want them to do the ethical and right thing and refund all of our money they took from us!! We do not want to do business with them now or in the future!
Customer contacted us via our support portal
He was charged for Auto-Renewal in March, this order is still valid and customer is protected
He was charged for another subscription in June and our support agent already refunded this
duplicate back to the customer's account
Initial Consumer Rebuttal /* (3000, 8, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received an email or other notification of any renewal until May 18, The one and only correspondence we received from Avast was the above mentioned email received on May 18, advising our subscription would expire on June 22, 2015.we have kept all emails from and to Avast We then notified them on May 19, the day after receiving the notice of expiration to cancel our subscription and return both charges of for a grand total of $69.98!!!We never agree to any auto-renewals of any kindWe were also quaranteed mkcustomer satisfaction and that is why we cancelled our subcription! We were not satisfied! They are definitely trying to say we don't understand the internet and how things work,because we are senior citizensThey have been very patronizing to us, especially to my wife, treating her like she was an i
Final Business Response /* (4000, 11, 2015/06/29) */
Customer was charged for an Auto-Renewal in MarchCustomer received two notification emails about upcoming Auto-Renewal on 1/31/& 2/15/Both of these email were sent to the email used in this complaintThese emails contain manual how to cancel this Auto-Renewal to avoid this charge
Final Consumer Response /* (4200, 14, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We only received one (1) email from Avast in 2015, and that was the email dated May 18, Please see email as follows:
Subject Avast - Your Subscription Will Automatically Renew in Days
From ***@digitalriver.com
To ***@yahoo.com
Date Mon, May 18, at 1:AM
Dear *** ***,
We trust that you've been happy with your Avast Pro Antivirus -
PC, Year subscription
This is just a reminder that we will automatically renew your
Avast Pro Antivirus - PC, Year subscription (Order ID:
XXXXXXXXXXX) on June 17, Products with subscription
length shorter than year will be renewed for the same term
Other products will be renewed for year
We strongly recommend that you keep your Automatic-
Renewal active to ensure your continued online security and
privacyNo action is required on your side
Subscription Summary
Product:
Avast Pro Antivirus - PC, Year
Order ID:
XXXXXXXXXXXExpiration Date:
June 22,
Renewal Date:
June 17,
The renewal date is a few days before the expiration date so that
we can ensure your continuous protectionYou won't lose any days
of protection - we will just add another year to your current
expiration date
Price to be Charged:
$
Original Price: $
Discount: $
SubTotal: $
Tax: $
Thank you for entrusting AVAST with your computer and data
protectionIf you ever want to cancel Automatic-Renewal, you
can go to avast.com/find-order, sign in, and cancel the feature
The login credentials you need to siare:
Order ID: XXXXXXXXXXX
Password: *** please be aware that if you cancel Automatic-Renewal,
your protection will only remain active only until the expiration
date, and then you will need to renew manually
If you cancel your subscription and your license
expires, then your PC and any sensitive or personal
information could be exposed to all kinds ofavast.com/support
security threats and privacy leaks!
We are here to help you
Best regards,
AVAST Software Customer Service
avast.com/support
Please note: This email message was sent from a notification-only address that
cannot accept incoming emailPlease do not reply to this message
AVAST Software, Inc*** *** Drive, *** *** *** City, ** XXXXX,
The information they are telling you is a falsehoodThere were no previous emails,letters or telephone calls informing us on our account prior to May, 18,They have allowed errors on their part on this account previously IE-the double billingThey again are trying to cover their mistakes and tracks with untruths about when they first notified usAre they so broke and desparate to try every trick in the book to take from senior citizens and keep our $34.99? Until our entire money is returned we will not accept anything lessThanking you for your aide in this sad situation