Reviews

This profile includes reviews for RealDefense LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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RealDefense LLC has 6 locations, listed below.

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  RealDefense LLC

  150 S Los Robles Ave #400 Pasadena, CA 91101-4675

  
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  RightHand IT

  4770 Baseline Rd Ste 200 Boulder, CO 80303

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  Sammsoft

  336 228th Ave NE Ste 301 Sammamish, WA 98074

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  Support.com Inc

  4325 Commerce st. ste 111-422 Eugene, OR 97402

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  Sammsoft

  23316 NE Redmond Fall City Rd Ste 667 Redmond, WA 98053

Review Details

• Review fromMichael S

  Date: 08/17/2023

  Originally signed up with ********************* Get Help. This company took over and now long delays to get help. They are outsourcing to other country's. Nothing against the outsourcing but they read from scripts and are not able to help with issues. I was told that a tech would call in 2 to 4 hours. Cant wait for an issue resolution. Cancelled service. They wont refund my money on a prorated basis. In my opinion, Do Not *****************
  

  RealDefense LLC

  Date: 09/15/2023

  Dear **************,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  We regret to learn of your dissatisfaction with our service, and truly appreciate your input about both the quality of service provided as well as your customer experience when calling us.
  
  While we do make every effort to ensure our technicians are able to resolve each ticket in a timely fashion,there are times when we do have a higher-than-average turnaround time; we understand how frustrating this can be.
  
  Our records reflect that you cancelled your GetKimsHelp Annual Plan subscription on August 17. 
  in exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable, a refund has been issued.  While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit.  Please allow 7 -10 business days for the credit to post.
  
  Thank you for sharing your feedback.
  
  If you need further assistance,please contact **************** toll free at?**************.?
  
  Sincerely,??
  
  
  ****************?
  Contact Center Operations?Director

• Review fromSteve A

  Date: 08/16/2023

  I have lost total confidence in this company. Over the past 8 to 10 months, I have been asked repeatedly to buy product(s) because it is what I need. I have spent approximately $1500 in products to "improve things because of my long-term customer loyalty." I chose this company to provide me and my family with computer protection. I bought System Mechanic Ultimate Defense software. For years, I was satisfied with the technical response I would receive whenever I had an "issue." Now, I am unsatisfied with the way the company is doing business over the past year. Every time I need help with a computer problem, I am continually asked to buy something in order to improve future computer problems. Of course, without fail, I am always "encouraged" to buy the "best deal" because of my customer loyalty. This has gotten totally out of control. When does the constant "encouraging" (pestering, badgering) stop? I recently called for tech support when my computer was hacked. I was told my problem would be taken care of IF I would only buy a cloud service ($500+) just so I could save all my important files, etc. I asked, "Is this really necessary?" and was told it would be a wise decision on my part so they could continue to work on my hack problem. I reluctantly agreed to this purchase and then was told it was an annual purchase. I don't recall being told that upfront. Then, the tech hit me with another request for money ( approx. $300) so he could then begin to work on my problem. I started feeling very uncomfortable with being "encouraged" to buy things so my problem could be worked on. The tech support rep proceeded to tell me that he would have to escalate my issue to a "level 2" tech and then attempted to transfer me to that person. I decided right then to close my account and get a refund. To date, I've heard nothing from the company. I have supporting documentation, if requested.
  

  RealDefense LLC

  Date: 09/11/2023

  Dear *****,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience and your input about both the quality of service provided as well as your customer experience when calling us. While our agents want to make sure you are aware of the different services we offer, we do understand this can be frustrating when you call for technical support.  We apologize for any inconvenience this may have caused.
  
  Our records indicate you have purchased several of our services in the last year:  ********* Family *************************** on 6/5/23, iolo System Mechanic Ultimate Defense 1-year on 6/12, ********* Software 3 Year License for 1 PC on 6/13, and Online Backup 5000GB Annual on 7/26.
  
  On 8/30/2023, per your request via your BBB complaint the iolo System Mechanic Ultimate Defense 1-year subscription was cancelled, and a refund issued as an exception to our 30-Day satisfaction guarantee.
  
  Your ********* Family ***************************,********* Software 3 Year License and Online Backup ****** Annual subscriptions remain active until 10/5/2023,6/13/2026, and 7/26/2024 respectively at which time the subscriptions will automatically renew unless you contact customer service to cancel.
  Thank you again for your feedback, as we strive to provide the highest quality products and service.
  If you need further assistance, please contact **************** toll free at?**************.?
  
  Sincerely,??
  
  ****************?
  Contact Center Operations?Director

• Review fromRobin G

  Date: 07/27/2023

  Please not do business with this company. They are very unethical in the way they conduct business.I signed up for a System Mechanic Subscription in June of 2022 and then got charged $19.95 per month for tech support after the first month. I called them immediately after the first month and explained I wanted to cancel the tech support and the software so it would not renew. So 1 year later, this morning I received an email saying the System Mechanic software had been renewed at $49.95. I called their call center which is overseas. They told me it had already renewed this morning so they could cancel it for the next time but they would not refund the subscription. They were very adamant that they would not give me a refund and were very difficult to deal with. After 15 minutes I finally convinced the agent that I would do whatever I could legally to get that money back. She quickly changed her tune and issued a refund. Customers should be treated better than this. They are clearly trying to use fine print and ambiquous advertising to trap people in a never ending cycle of recurring payments.

• Review fromshelley s

  Date: 07/21/2023

  I had System Mechanic a few years ago and liked it. I got a new version for my new computer, but it didn't really seem to work as well. After a few weeks, I got an email that I would be charged for customer service. I called to cancel the support, and was told that it was a mistake-I would not be charged. The next day, I was charged $21.15. I called and was told the refund would take 2 weeks. It never came. I have called back and am told that someone from the "escalation" department would call back about it, and there's no other way to get a refund. No call back. I'm not sure what happened to Iolo, but they are no longer a reputable company. Total scam.

• Review fromCrystal C

  Date: 07/13/2023

  I've used System Mechanics for years and had always been happy with it, until this year. I renewed my subscription for a yearlong subscription, apparently, along with the purchase came a free trial of customer support services for ***** a month. I didn't know this. Didn't want it, wasn't informed it was included, at least not in a transparent way. May in the small print not sure. Anyway, I went online to log in to my account but there was no way to do so. I was very confused because I have logged in to my account in the past. So, I waited a few weeks and tried again, thinking there must have been a technical issue. However, there still was no way to log into my account. I started a chat with customer support. I was told they were switching systems and that log in would be available. When I asked when, I received no answer. I had also told them that i do not want this extra service of a support team. I was told my subscription would be cancelled. I asked for a refund and was told it wasn't in company protocol to refund. Very frustrating. At the end of the chat, I tried to get the conversation transcript, but the button was grayed out and not available. I was given a number to call and held on hold for about 45 minutes. I decided to hang up. This is an obvious scam as far as i'm concerned. I will not be a customer of this company again.

• Review fromJohn L

  Date: 06/02/2023

  I wish that I could leave RealDefense LLC ZERO stars.This company will rob you for a monthly charge that is said to be for live tech support which I did not know when I purchased their crappy software.PLEASE DO NOT BUT!!! STAY AWAY FROM THESE ROBBERS BE AWARE OF THEIR FRAUDULENT CREDIT CARD CHARGERS PER MONTH

• Review fromIrby H

  Date: 05/29/2023

  I selected an option what was made out to be a one time purchase for a service of using the service system mechanic service and I somehow selected a year of monthly tech support for $19.95 a month. I don't recall seeing this while purchasing, must have been fine print. I called support to see if I was able to cancel as it was only 1 month. Rep ************* was nasty and tried to upsell me instead. So instead of me paying $239 for the year (*****/**) he said I should buy 3 years of using mechanic service which is the same price and emailed me the details. After reading the fine print, it comes with 1 year free tech support then *****/** tech support for 2 years. So not only would I pay $239 for 3 years of system mechanic, It would then me locked into years tech support for $239 per year for 2 more years for tech support after the first year of free tech support, this was what I wanted to cancel. Seeing how this was the fine print for the 2 years support the rep emailed must be what happened when I thought I originally purchased only system mechanic. Horrible. How can anyone/company morally do this. I would not recommend for anyone, horrible support and horrible hidden frees

• Review fromDoug L

  Date: 05/12/2023

  ****,Please beware. This company will charge you additional $19.99 per month for Live Tech Support. This additional charge was not mentioned during the low price initial sign up. I got robbed. I will never do business with this company again. I do not recommend this to anybody.

• Review fromJack N

  Date: 04/19/2023

  Beware! BAD NEWS these guys!!Firm does NOT do Business fairly. They will add there $19.99 Tech support to your purchase of systems mechanic (all versions) covertly without your signature or approval. With them for many years, but I will not be using them again ever! They are taking advantage of their good customers in this way. THEY WILL NOT HELP YOU RESOLVE TO YOU SATISFACTION. Trust me on this.

• Review fromAnthony H

  Date: 03/25/2023

  This company does NOT do Business fairly. They will add there $19.99 Tech support to your purchase of systems mechanic covertly without your signature or approval. This Is not the way to run an honest business. If you don't catch it they will just keep charging you each month and will not return your money! Even if you never used the product... I was with them for many years, more than 15 but I will not be using them again ever! This was never an issue until now. They are taking advantage of there good customers in this way. Beware!They owe me for 2 months of this ***** charge to my credit card which I did not sign OR, approve, to let them store my credit card on there website!! BAD NEWS these guys!!