Complaints
This profile includes complaints for Aura's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 145 total complaints in the last 3 years.
- 45 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/28/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I tried different updates and the software never worked correctly. I had to turn my virus protection off in order to do my work. It doesn't make make sense that I paid for a srvice that I cannot use.
FAQ
Regards,Rayid
Business Response
Date: 12/16/2024
We sincerely apologize for the inconvenience. As of September 30th, 2024, ********* has discontinued support and product updates for its US customers, and ********************** has stepped in to provide protection. Our team has released a new version that will resolve the issue youre experiencing, and we will be reaching out to you directly.
Regarding your refund request, we have confirmed that your account is canceled, and you will not be charged by UltraAV. Unfortunately, we cannot refund any transactions that were not processed by UltraAV.
If you have any questions or need further assistance, please dont hesitate to reach out. You can chat with us through your dashboard, visit our help center, or contact us by phone at ************ or via email. Were here to help!
Business Response
Date: 12/24/2024
Thank you for reaching out and sharing your experience. We completely understand how frustrating it can be to deal with software issues while trying to get your work done.
That being said, Wed like to clarify that the payment you made was for ********** service, not ours. As such, any billing concerns or refund requests would need to be directed to Kasperskys support team by email : ******************************. Theyll be best equipped to assist you with this matter.Customer Answer
Date: 12/30/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
You are asking me to contact kaspersky for a refund but kaspersky paid you money to provide services to me. Your company did not accept receiving my account without payment from ********* in order to provide services to me. The service I paid for was working fine with *********. It stopped working once the service was switched from kaspersky to ultraav. It doesn't make sense to me that kaspersky would pay you to provide services to me and give me a refund for said services when it is ultraav, not kaspersky, that was unable to provide those services.
FAQ
Regards,Rayid
Initial Complaint
Date:10/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10/10/2024 I started having problems with programs on my computer not running. On 10/11/2024 I found that ********* Windows, Steam, Epic, and other programs weren't updating. Kaspersky was replaced by UltraAV and somehow it blocked all admin rights. I reported the problem and was told it would have to be escalated and someone would e-mail me. To update my programs turn off my virus protection. I have e-mailed them 2 times since and receive the same message it has been 5 days with no contact. This is the worst customer service I have ever experienced. An antivirus software company that locks out all admin rights to your computer, then doesn't help to fix the problem they created. The only solution is to turn it off leaving the computer vulnerable? I had ********* for years with no problems and I understand that UltraAV took over for them but you still have to do the job contracted and paid for. The company does not appear in the BBB files at this time.Business Response
Date: 12/16/2024
First and foremost, we want to sincerely apologize for the frustration and inconvenience you've experienced.
Weve identified a temporary issue that affected some users, particularly with games on Steam and Epic, and were happy to report that this has been resolved. Users should now be able to access their games without any problems.
However, weve also discovered that some users may be facing difficulties with Windows Update. Please rest assured that our team is actively working on a solution and we are doing everything possible to address this as quickly as we can.
We are in direct contact with affected users and will be reaching out individually to ensure your system remains protected and up-to-date. We truly appreciate your patience and understanding as we continue to work on resolving this issue. We appreciate your understanding.
Initial Complaint
Date:10/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have not heard from the business in response to my complaint.Business Response
Date: 12/16/2024
Thank you for reaching out regarding your subscription renewal and refund request. We send renewal notices to our customers at least 30 days prior to the renewal date to provide ample time for you to decide whether to continue or cancel the service.
Our records indicate that while your cancellation request was made after the renewal charge was processed, we honored your cancellation on 10/11/2024 and subsequently issued a refund of $108 on 10/25/2024. Additionally, a supervisor attempted to contact you on 10/25/2024 to inform you about the refund and address any other concerns you may have had.
If you need any further assistance with your account or have additional questions, please feel free to call us at ************** and request to speak with a supervisor.Initial Complaint
Date:09/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I called Aura to discuss the refund plan but the customer service representative who answered my call did not understand nor acknowledge our refund agreement. I am now waiting for another message from the different customer service supervisor from ********************** who originally trying to process my refund.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
n but refused to refund my subscription fee, citing their 90-day money-back policy, even though my cancellation was due to their inability to provide the service.* Feeling scammed by **************************, I sent them a complaint letter demanding a refund in September 24.* ************************** has not responded to my request so far, not even acknowledging the receipt of my email, which they have done for every other case I previously created.Business Response
Date: 12/16/2024
Thank you for reaching out and providing a detailed overview of your experience. We sincerely apologize for the frustration and inconvenience this situation has caused you.
Its clear that youve encountered several challenges, and we fully understand your concerns. While our 90-day money-back policy applies to most cancellations, we recognize that the inability to access your account from outside the **** due to your location should have been handled differently, and we appreciate you bringing this to our attention.
Our records indicate that we attempted to contact you on 10/8/24 to discuss your cancellation request. We have successfully cancelled your account. However, since the purchase was made on 1/28/24 through ****** and the 180-day refund window has passed, we are unable to process a refund via *******
Please call us at ************** to discuss your refund. Our ************************ is available 24/7 and ready to assist you with any questions you may have.
Thank you for your understanding, and we look forward to resolving this for you.Business Response
Date: 01/06/2025
We have reviewed your case and would like to provide the following clarification based on our records:
10/9/24: You called in and confirmed the address on file, which allowed us to issue a manual check in the amount of $240.
10/17/24: The manual check was sent to the address you confirmed.
11/9/24: The check was deposited into a Navy ******************** (****) account.
12/9/24: You reactivated your account and were billed $50.65.
12/14/24: Your account was canceled, and a refund of $50.65 was issued via *******
With the account fully canceled and the refund issued via ******, there is no further refund due. Additionally, no further billing will occur on this account.We hope this provides clarity regarding your situation. On 1/6/25, we made an attempt to reach you, which included leaving a voicemail and sending a follow-up email, to discuss our findings and ensure everything was fully addressed. Should you have any questions or need further assistance, please don't hesitate to contact us directly at **************.
Initial Complaint
Date:09/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought Aura today and then realized it was not exactly what I wanted. I went to cancel my service and it said I needed to wait two weeks before formally canceling. If I want it to be canceled right away I need to call. I called and was on hold for an hour and was then hung up on. I used the chat feature and they said I could request a call back, but there was no option for this- even when I called from a different line. At this point it seems like there is no way to talk to a live person and it is crazy to pay for 24/7 "white glove" service and get hung up on!Business Response
Date: 12/16/2024
We apologize for the inconvenience youve experienced in reaching us by phone. We understand how inconvenient this must be.
We attempted to contact you today and left a message. Our records indicate that the account is already closed, and the purchase was made through the app. We recommend contacting ***** Support directly to discuss a refund, as they handle in-app purchases. You can reach ***** Support or via the Apple Support app. They will be able to assist with the refund process.If there is anything else we can assist you with, please give us a call at **************. We truly appreciate your feedback and are committed to improving our member experience.
Initial Complaint
Date:09/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have not heard from the business in response to my complaint.Business Response
Date: 12/16/2024
We sincerely apologize that your recent experience with Aura did not meet your expectations. At Aura, we are committed to providing exceptional service to our valued customers.
As outlined in our policy, monthly plans are non-refundable, and the plan remains active until the end of the billing cycle, even if canceled. However, we have honored your request and processed a cancellation along with a refund of $12.99, which has been credited back to the card on file in accordance with our policy.
If you have any additional concerns or questions, please do not hesitate to reach out to our dedicated ************************ at **************. Thank you for your understanding!Initial Complaint
Date:09/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a paying customer of **********************, an internet security company. I have been unable to reach their customer service department after many attempts. I am left on hold to music for hours and then I am dis-connected. They claim to have 24/7 access for assistance through their customer service number ************** but no one ever picks up tbe phone. I have sent email requesting to get In touch with a specialist and no one none returns a call. I just get an automated emails turning me to their website. This company is not responsive at all.Business Response
Date: 12/16/2024
We apologize for the inconvenience youve experienced in reaching us by phone and email. At Aura, we are committed to delivering exceptional service and resolving any issues to ensure your satisfaction.
Our call volume can be particularly high at certain times, especially due to alert notifications related to the ******************** (NPD) breach. Our records indicate that we attempted to reach you on 8/31/24 and left a message. Additionally, we called you twice on 9/25/24, leaving two voicemails advising you to call us back. We also sent you an email offering the option to respond with a good contact number and the best time for us to reach you.
Thank you for your understanding, and we look forward to assisting you!Initial Complaint
Date:09/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I started a free trial. Used it for a day. Attempted to cancel the free trial. The free trial was not canceled. Charged a monthly fee. Canceled again. Called the company for a refund 4 hours from the time I was charged the monthly fee without using the product at all. Product was not used since the first day of trial. Company would not refund me.Business Response
Date: 12/16/2024
We sincerely apologize that your recent experience with Aura did not meet your expectations. At Aura, we are dedicated to providing exceptional service to our valued customers. Our records indicate that your refund request was processed on September 20, 2024, and the amount has been credited back to the card on file.
If you have any additional questions or concerns, please feel free to call us at your convenience at **************.Initial Complaint
Date:09/13/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have not heard from the business in response to my complaint.Business Response
Date: 12/16/2024
We sincerely apologize for any inconvenience caused by your recent experience with Aura. Our records indicate that you were enrolled in Aura through Second Nature. They provided us with your tenant information to enroll you in a membership as part of your housing lease contract. You authorized this enrollment when you signed your lease, and the service is complimentary.
While the usual process requires customers to contact the agency directly for account cancellation, we have canceled your account as requested on 10/4/2024.
If you have any additional concerns, please contact us at **************.Customer Answer
Date: 12/17/2024
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***** ********
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