Initial Business Response /* (1000, 5, 2015/01/26) */
Customer never contacted our company about any complaint.
We didn't locate any charges from the customer using his email. We contacted him to figure out what actually happened.
Initial Consumer Rebuttal /* (3000, 7,...
2015/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My credit card statement clearly shows that on 12/27/2014 Avast Software through orderfind.com in state of MN charged me $86.41 and then again $44.86. I cannot know if this is AVAST or somneone masking as AVAST. That is not my problem but the company's problem to determine if someone is pretending to be them. I never authorized these charges as AVAST admits.
Initial Business Response /* (1000, 5, 2015/03/25) */
Unfortunately, we did not receive any email from this customer about his issue with our product.
We contacted him with our offer for a help.
We are awaiting his reply.
Initial Consumer Rebuttal /* (2000, 10, 2015/03/31)...
*/
3-30-15
Sent via email:
Hi [redacted],
This is it inform you that I have received my refund from Avast. Thank you very much for helping me. You guys are doing a wonderful job.
Initial Business Response /* (1000, 5, 2014/07/15) */
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, 2014/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/03/17) */
We found this customer in our support portal.
Customer had an issue with our product and our support agent extended his license as a compensation for his issue.
Unfortunately, our staff forgot to cancel Auto-Renewal option for him...
and he was charged for an order XXXXXXXXXXX. We refunded this order as customer requested.
Other orders which customer specified were not refunded due to our refund policy. Customer missed our 30-days refund guarantee.
Initial Business Response /* (1000, 5, 2015/09/11) */
We found customer in our support portal.
Our agent offered him combination of his licenses with an extension of validation period.
We've refunded customer as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/14)...
*/
9-14-15
Sent via email:
[redacted]
yes they did finally refund me my money. Thank you.
Initial Business Response /* (1000, 5, 2015/08/05) */
We contacted customer via our support portal.
His license was most probably not inserted in to his antivirus.
We are awaiting customer reply in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/06)...
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has now admitted that an error was made in the handling of my purchase of anti virus coverage. This could have been resolved in the two (2) contacts with their call center representative, but unfortunately was not.
This situation underscores the importance of companies having well trained, competent personnel acting as customer service representatives.
Initial Business Response /* (1000, 5, 2015/01/26) */
Customer was refunded as requested. We escalated her case for an investigation of call itself.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/11/27) */
Customer was already refunded for TTS services as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/01/26) */
We contacted customer about his duplicate charges.
We offered a combining of licenses or refund.
We are awaiting his reply.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/27) */
(The consumer indicated he/she DID NOT...
accept the response from the business.)
They emailed me and offered to combine my license, on the most current two to extend them to feb 2017. They never offered any compensation for the overdraft charge they created or mentioned anything about the renewel that they had me do in october of 2014or the other two years they double charged me. After the current license runs out I no longer want to do business with them so anything other than refunds is not acceptable.
Final Business Response /* (4000, 11, 2015/03/03) */
Customer was refunded for both renewals from January as he requested on 26th January 2015.
He asked us to resend him his license valid until October/2015 which we did. Customer replied to us that he inserted his license successfully.
Initial Business Response /* (1000, 5, 2014/03/28) */
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, 2014/03/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The refund has been credited to my account as of today. Thank you for your mediation on my behalf.
Initial Business Response /* (1000, 6, 2015/10/06) */
Customer was charged for an Auto-Renewal of his original order.
His order was refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 8, 2015/10/08) */
This issue has been resolved.
Initial Business Response /* (1000, 6, 2015/06/10) */
Customer contacted us via our support portal.
His order was already refunded as he requested.
Initial Consumer Rebuttal /* (2000, 8, 2015/06/12) */
6-12-15
Sent via email:
Hello [redacted]
I just checked, yes they have processed the...
refund and the complaint is resolved. Thank you very much for your follow-up.
Have a Wonderful weekend.
Thank you again,
[redacted]
Initial Business Response /* (1000, 6, 2015/06/09) */
On 12th April customer used her card to have a free trial for 60 days of our Avast Internet Security. On the same date she made a purchase for another Avast Internet Security for 1 year for $49.99.
Her trial subscription Auto-renewal...
option was deactivated so she wasn't charged for it.
she contacted us with her refund request for the Avast Internet Security for 1 year/1 user on 3rd June which is almost 2 months from the purchase date.
Customer wasn't charged for Auto-renewal as she claims in this complaint.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT sign up for anything other than a 60-day trial of Avast's anti-virus protection. It is patently absurd to sign up for a 60-day trial at the same time you are signing up for a year's worth of the service. No one would do that!! I went through their website which offered a 60-day trial. I entered my credit card information and then engaged in an on-line chat with someone named [redacted]. Avast reps scanned my computer during our "chat." They told me the computer needed $79.99 worth of service to remove the trojans and rootkits. Via the on-line chat, I declined their offer. Then I was offered debugging for $69.99. I declined that offer as well. Several times during the "chat" I mentioned that I was ONLY interested in a 60-day trial. The next day, a $49,99 charge from DRI AVAST (Digital River, Inc. which handles their billing) appeared on my credit card). Avast has been dishonest. I first tried to cancel the service on-line on June 1. When I got no e-mail reply, I called the company on June 3. They had no record of my e-mail address or me. I was told to resubmit the on-line cancellation request, which I did. Avast's first on-line reply stated they don't offer any trials except 30 day trials; so I missed the deadline to cancel. (I have since taken screenshots of their web pages that offer a 60-day trial---will you please reply with an "attach documents" box so I can show you the screenshots I took. These shots reveal a "you will not be billed until the end of the trial" clause. Their sites also state customers will receive a notification e-mail before the trial ends. Since the company had no record of my e-mail address on June 3, I doubt I would have been notified of anything via e-mail). Now the company is insisting I signed up for a trial AND a year's worth of their anti-virus protection. Please google "Avast scams." Complaints about the company are all over the internet.
Final Business Response /* (4000, 11, 2015/06/18) */
Let me reply Summarize customer's orders once more time.
Customer created two orders on Apr/12/2015:
Avast Internet Security Trial - 1 PC, 1 Year for $0 - this was a trial which is charged only of customer keep Auto-Renewal option active. Customer canceled it so he was not charged for it.
Avast Internet Security - 1 user, 1 year for $49.99 - this subscription is a standard license valid for one year charged during the purchase. Customer put this order in to the shopping cart and ordered it as any other online item.
As you can see above, customer was never charged for Auto-Renewal in his TRIAL subscription.
Final Consumer Response /* (4200, 13, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Avast representatives keep saying the same thing over and over again...that I ordered anti-virus protection twice and they have graciously agreed not not to charge me for the 60-day free trial of their product. As I mentioned before, no one in their right mind would purchase anti-virus protection and, at the same time, sign up for a 60-day free trial of the same product. It is obvious the company has no interest in solving this problem. Even if I HAD mistakenly ordered the product twice, any reputable company would work to resolve a serious customer complaint. And any reputable company would be motivated to protect its reputation (which is lambasted all over the internet). At this point, Avast has wasted more than $49.99 worth of its employees' time responding to me and my reports of Avast's fraudulent behavior to authorities. I suggest the Revdex.com not waste any more time dealing with Avast. The company has no interest in solving this matter with me. However, the Revdex.com may wish to advise its customers to print out any on-line "chats" with customer service representatives. I engaged in a lengthy on-line chat with an Avast representative. During that "chat," I repeatedly mentioned that I was ONLY interested in ordering the "60-day free trial" of their product. During my "chat," I also repeatedly mentioned that I didn't want to spend a lot of money on the computer in question. I told the Avast people I know how to wipe a hard drive and would do that or get a new computer before spending a lot to debug an old one. I've also asked the billing company Avast uses (Digital River, Inc.) to send me a digital copy of the shopping cart order Avast says I made. I'm still waiting for that to happen.
Initial Business Response /* (1000, 5, 2015/07/03) */
We have found customer's email in our support portal.
Customer was charged for Auto-Renewal and new order.
Unfortunately, we cannot initiate refund at this point because customer already disputed these orders.
Customer should already...
have payment back at his account otherwise he has to contact his bank for further investigation.
Initial Business Response /* (1000, 5, 2015/07/03) */
We escalated this case to the call center supervisor to review this call sessions.
We refunded customer as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the...
Initial Business Response /* (1000, 7, 2015/05/05) */
Customer contacted us via our support portal.
Our retention agent refunded customer's subscription as he requested.
Initial Consumer Rebuttal /* (2000, 9, 2015/05/06) */
I have received my full refund of the purchased software. I feel now...
my complaint has been fully satisfied.
Thank you for your assistance in this matter
Initial Business Response /* (1000, 10, 2015/04/27) */
Customer called in because he was having an issue with the computer going into a sedate mode after purchasing the Grimefighter. The agent did connect into the customer computer and did a diagnostic; the agent showed that customer has the...
errors on the computer. The agent then offered ATS to address the issue on the computer. She agreed to services and was transferred to the technicians for assistance. After working with the technicians customer called in on that day and requested a summary of what was found and what was done. The retention agent advised her that a list of tools for the programs were available but not a specific list of what was found. We are unable to provide the customer with a detailed list of what was found, as we do not have a log of each and every issue identified that we can share.
Initial Consumer Rebuttal /* (3000, 12, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They admitted they "had" a list of errors, but will not comply with said list.
Therefore they cannot "prove" that there was ANYTHING wrong with my computer. Because a diagnostic can not be performed to confirm that said alleged errors are gone.
The program that initially did not work BEFORE the ATS continued to not work AFTER. In my opinion the program is at fault NOT my computer. AVAST simply wanted to charge for ATS on an alleged list of errors.
I believe a refund is reasonable since 1. They CANNOT provide a list of errors repaired. And 2. The ATS work performed targeted to fix an error preventing their program from working was ineffective.
Final Business Response /* (4000, 14, 2015/04/29) */
Customer called in because he was having an issue with the computer going into a sedate mode after purchasing the Grimefighter. The agent did connect into the customer computer and did a diagnostic; the agent showed that customer has the errors on the computer. The agent then offered ATS to address the issue on the computer. She agreed to services and was transferred to the technicians for assistance. After working with the technicians customer called in on that day and requested a summary of what was found and what was done. The retention agent advised her that a list of tools for the programs were available but not a specific list of what was found. We are unable to provide the customer with a detailed list of what was found, as we do not have a log of each and every issue identified that we can share.
Final Consumer Response /* (2000, 17, 2015/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that the company fulfilled one of my 2 requests.
Initial Business Response /* (1000, 7, 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 /* (3000, 12, 2014/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Prior to filing a formal complaint with the Revdex.com, I attempted to resolve this issue directly with the company. I ended up having a lengthy email exchange with a representative of the company. It became increasingly clear to me that the person was not even reading my emails, or that they could not understand them, because they continued to offer the same "solution," which was of no interest to me. (Basically, an extension of my coverage. I did not want that because I had lost all respect for the company, and had been irritated by their horrible customer service.) This is why I escalated the matter to the Revdex.com on April 16th.
On April 22, 2014, I received an email from the company saying that a refund of my order #XXXXXXXXXXX "has been successfully processed. Your payment will soon be returned back to your account." It is now May 6, 2014, FOURTEEN days later. I just checked my credit card account online ... still no refund from Avast.
This is how these people operate. They stall and stonewall and say No, and then when they finally do say "Yes," (after they have been caught being dead wrong), they issue empty promises that they break. There is NO WAY it should take FOURTEEN days to process a simple credit card refund.
In the company's response, they say that "we will not refund his order from June which is way over our 30 days refund guarantee." I never asked them to refund the June order. I asked them to refund the duplicate January order that I was HUSTLED and CHEATED into purchasing, when the Avast system incorrectly (and deliberately, to generate additional revenue???) advised me that my protection had expired. I knew that was wrong, because my coverage was purchased in June, 2013, and was good for a year. So when I was advised in January, 2014 that it had expired, this was obviously false, but I did not want to take any chances, so I paid them the money they demanded (or, more accurately, extorted), and resolved to get the situation fixed as soon as I could get my documentation together.
As to the statement in the company's response, "This was already explain to him in [redacted] I have no earthly idea what this means, or what they are talking about. What is "[redacted]?" I have no idea.
The fact is this: On April 22, 2014, I was promised a refund for the January, 2014 order that was falsely solicited to me by Avast. That order number is: XXXXXXXXXXX. It is now May 6, 2014, fourteen days later, and still no credit from Avast. Why not, Avast??? Why are you stalling and lying and cheating like this??? Why do you not keep your promises??? Why is your company so horribly dishonest???
Final Business Response /* (4000, 16, 2014/05/29) */
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 2-3 weeks to be received. A notification should be sent to you soon with the information.
However I can see in our system this order from January 2014 has been refunded so please check with your credit card company.
Kind Regards
Final Consumer Response /* (4200, 18, 2014/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The January, 2014 order that was fraudulent forced on me via an erroneous Pop-Up Alert from Avast saying that my protection had expired (which was false; my subscription was fully paid-up until June, 2014) has not been refunded by Avast. I received an email message from Avast on April 23, 2014 stating that a refund had been approved (finally), and that it would be processed in the next 2 weeks. It is now June 3, 2014, and I still have not received the refund from Avast. Avast, you need to process this refund right away, and to stop playing dishonest stalling and delaying games. It is absurd for a refund to require 2 to 3 weeks for processing. If a company is serious about Customer Service, and serious about issuing a refund it has agreed to issue, a refund can be processed in 2 minutes. 2 to 3 weeks is nothing but a stalling game. Perhaps you people think I am going to forget about this if you delay and delay, and I can assure you that I am not going to forget about this. Dealing with your company has been absolutely infuriating because your company is dishonest. You fail to respond, and then when you do respond, you make promises that you deliberately fail to keep. When am I going to receive the refund for the duplicate order you falsely hustled me into buying on January 24, 2014, via your erroneous Pop-Up scam?
Initial Business Response /* (1000, 5, 2015/01/26) */
Customer never contacted our company about any complaint.
We didn't locate any charges from the customer using his email. We contacted him to figure out what actually happened.
Initial Consumer Rebuttal /* (3000, 7,...
2015/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My credit card statement clearly shows that on 12/27/2014 Avast Software through orderfind.com in state of MN charged me $86.41 and then again $44.86. I cannot know if this is AVAST or somneone masking as AVAST. That is not my problem but the company's problem to determine if someone is pretending to be them. I never authorized these charges as AVAST admits.
Customer was already refunded based on his refund request in our support portal.
Initial Business Response /* (1000, 5, 2015/03/25) */
Unfortunately, we did not receive any email from this customer about his issue with our product.
We contacted him with our offer for a help.
We are awaiting his reply.
Initial Consumer Rebuttal /* (2000, 10, 2015/03/31)...
*/
3-30-15
Sent via email:
Hi [redacted],
This is it inform you that I have received my refund from Avast. Thank you very much for helping me. You guys are doing a wonderful job.
Regards
[redacted]
Initial Business Response /* (1000, 5, 2014/07/15) */
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, 2014/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/03/17) */
We found this customer in our support portal.
Customer had an issue with our product and our support agent extended his license as a compensation for his issue.
Unfortunately, our staff forgot to cancel Auto-Renewal option for him...
and he was charged for an order XXXXXXXXXXX. We refunded this order as customer requested.
Other orders which customer specified were not refunded due to our refund policy. Customer missed our 30-days refund guarantee.
Customer was refunded for both products as he requested via our support portal.
Initial Business Response /* (1000, 5, 2015/09/11) */
We found customer in our support portal.
Our agent offered him combination of his licenses with an extension of validation period.
We've refunded customer as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/14)...
*/
9-14-15
Sent via email:
[redacted]
yes they did finally refund me my money. Thank you.
Initial Business Response /* (1000, 5, 2015/08/05) */
We contacted customer via our support portal.
His license was most probably not inserted in to his antivirus.
We are awaiting customer reply in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/06)...
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has now admitted that an error was made in the handling of my purchase of anti virus coverage. This could have been resolved in the two (2) contacts with their call center representative, but unfortunately was not.
This situation underscores the importance of companies having well trained, competent personnel acting as customer service representatives.
Initial Business Response /* (1000, 5, 2015/01/26) */
Customer was refunded as requested. We escalated her case for an investigation of call itself.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/11/27) */
Customer was already refunded for TTS services as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/01/26) */
We contacted customer about his duplicate charges.
We offered a combining of licenses or refund.
We are awaiting his reply.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/27) */
(The consumer indicated he/she DID NOT...
accept the response from the business.)
They emailed me and offered to combine my license, on the most current two to extend them to feb 2017. They never offered any compensation for the overdraft charge they created or mentioned anything about the renewel that they had me do in october of 2014or the other two years they double charged me. After the current license runs out I no longer want to do business with them so anything other than refunds is not acceptable.
Final Business Response /* (4000, 11, 2015/03/03) */
Customer was refunded for both renewals from January as he requested on 26th January 2015.
He asked us to resend him his license valid until October/2015 which we did. Customer replied to us that he inserted his license successfully.
Initial Business Response /* (1000, 5, 2014/03/28) */
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, 2014/03/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The refund has been credited to my account as of today. Thank you for your mediation on my behalf.
Initial Business Response /* (1000, 6, 2015/10/06) */
Customer was charged for an Auto-Renewal of his original order.
His order was refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 8, 2015/10/08) */
This issue has been resolved.
Initial Business Response /* (1000, 6, 2015/06/10) */
Customer contacted us via our support portal.
His order was already refunded as he requested.
Initial Consumer Rebuttal /* (2000, 8, 2015/06/12) */
6-12-15
Sent via email:
Hello [redacted]
I just checked, yes they have processed the...
refund and the complaint is resolved. Thank you very much for your follow-up.
Have a Wonderful weekend.
Thank you again,
[redacted]
Initial Business Response /* (1000, 6, 2015/06/09) */
On 12th April customer used her card to have a free trial for 60 days of our Avast Internet Security. On the same date she made a purchase for another Avast Internet Security for 1 year for $49.99.
Her trial subscription Auto-renewal...
option was deactivated so she wasn't charged for it.
she contacted us with her refund request for the Avast Internet Security for 1 year/1 user on 3rd June which is almost 2 months from the purchase date.
Customer wasn't charged for Auto-renewal as she claims in this complaint.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT sign up for anything other than a 60-day trial of Avast's anti-virus protection. It is patently absurd to sign up for a 60-day trial at the same time you are signing up for a year's worth of the service. No one would do that!! I went through their website which offered a 60-day trial. I entered my credit card information and then engaged in an on-line chat with someone named [redacted]. Avast reps scanned my computer during our "chat." They told me the computer needed $79.99 worth of service to remove the trojans and rootkits. Via the on-line chat, I declined their offer. Then I was offered debugging for $69.99. I declined that offer as well. Several times during the "chat" I mentioned that I was ONLY interested in a 60-day trial. The next day, a $49,99 charge from DRI AVAST (Digital River, Inc. which handles their billing) appeared on my credit card). Avast has been dishonest. I first tried to cancel the service on-line on June 1. When I got no e-mail reply, I called the company on June 3. They had no record of my e-mail address or me. I was told to resubmit the on-line cancellation request, which I did. Avast's first on-line reply stated they don't offer any trials except 30 day trials; so I missed the deadline to cancel. (I have since taken screenshots of their web pages that offer a 60-day trial---will you please reply with an "attach documents" box so I can show you the screenshots I took. These shots reveal a "you will not be billed until the end of the trial" clause. Their sites also state customers will receive a notification e-mail before the trial ends. Since the company had no record of my e-mail address on June 3, I doubt I would have been notified of anything via e-mail). Now the company is insisting I signed up for a trial AND a year's worth of their anti-virus protection. Please google "Avast scams." Complaints about the company are all over the internet.
Final Business Response /* (4000, 11, 2015/06/18) */
Let me reply Summarize customer's orders once more time.
Customer created two orders on Apr/12/2015:
Avast Internet Security Trial - 1 PC, 1 Year for $0 - this was a trial which is charged only of customer keep Auto-Renewal option active. Customer canceled it so he was not charged for it.
Avast Internet Security - 1 user, 1 year for $49.99 - this subscription is a standard license valid for one year charged during the purchase. Customer put this order in to the shopping cart and ordered it as any other online item.
As you can see above, customer was never charged for Auto-Renewal in his TRIAL subscription.
Final Consumer Response /* (4200, 13, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Avast representatives keep saying the same thing over and over again...that I ordered anti-virus protection twice and they have graciously agreed not not to charge me for the 60-day free trial of their product. As I mentioned before, no one in their right mind would purchase anti-virus protection and, at the same time, sign up for a 60-day free trial of the same product. It is obvious the company has no interest in solving this problem. Even if I HAD mistakenly ordered the product twice, any reputable company would work to resolve a serious customer complaint. And any reputable company would be motivated to protect its reputation (which is lambasted all over the internet). At this point, Avast has wasted more than $49.99 worth of its employees' time responding to me and my reports of Avast's fraudulent behavior to authorities. I suggest the Revdex.com not waste any more time dealing with Avast. The company has no interest in solving this matter with me. However, the Revdex.com may wish to advise its customers to print out any on-line "chats" with customer service representatives. I engaged in a lengthy on-line chat with an Avast representative. During that "chat," I repeatedly mentioned that I was ONLY interested in ordering the "60-day free trial" of their product. During my "chat," I also repeatedly mentioned that I didn't want to spend a lot of money on the computer in question. I told the Avast people I know how to wipe a hard drive and would do that or get a new computer before spending a lot to debug an old one. I've also asked the billing company Avast uses (Digital River, Inc.) to send me a digital copy of the shopping cart order Avast says I made. I'm still waiting for that to happen.
Initial Business Response /* (1000, 5, 2015/07/03) */
We have found customer's email in our support portal.
Customer was charged for Auto-Renewal and new order.
Unfortunately, we cannot initiate refund at this point because customer already disputed these orders.
Customer should already...
have payment back at his account otherwise he has to contact his bank for further investigation.
Initial Business Response /* (1000, 5, 2015/07/03) */
We escalated this case to the call center supervisor to review this call sessions.
We refunded customer as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the...
business.)
It's resolved and no more bad service.
Initial Business Response /* (1000, 7, 2015/05/05) */
Customer contacted us via our support portal.
Our retention agent refunded customer's subscription as he requested.
Initial Consumer Rebuttal /* (2000, 9, 2015/05/06) */
I have received my full refund of the purchased software. I feel now...
my complaint has been fully satisfied.
Thank you for your assistance in this matter
Initial Business Response /* (1000, 10, 2015/04/27) */
Customer called in because he was having an issue with the computer going into a sedate mode after purchasing the Grimefighter. The agent did connect into the customer computer and did a diagnostic; the agent showed that customer has the...
errors on the computer. The agent then offered ATS to address the issue on the computer. She agreed to services and was transferred to the technicians for assistance. After working with the technicians customer called in on that day and requested a summary of what was found and what was done. The retention agent advised her that a list of tools for the programs were available but not a specific list of what was found. We are unable to provide the customer with a detailed list of what was found, as we do not have a log of each and every issue identified that we can share.
Initial Consumer Rebuttal /* (3000, 12, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They admitted they "had" a list of errors, but will not comply with said list.
Therefore they cannot "prove" that there was ANYTHING wrong with my computer. Because a diagnostic can not be performed to confirm that said alleged errors are gone.
The program that initially did not work BEFORE the ATS continued to not work AFTER. In my opinion the program is at fault NOT my computer. AVAST simply wanted to charge for ATS on an alleged list of errors.
I believe a refund is reasonable since 1. They CANNOT provide a list of errors repaired. And 2. The ATS work performed targeted to fix an error preventing their program from working was ineffective.
Final Business Response /* (4000, 14, 2015/04/29) */
Customer called in because he was having an issue with the computer going into a sedate mode after purchasing the Grimefighter. The agent did connect into the customer computer and did a diagnostic; the agent showed that customer has the errors on the computer. The agent then offered ATS to address the issue on the computer. She agreed to services and was transferred to the technicians for assistance. After working with the technicians customer called in on that day and requested a summary of what was found and what was done. The retention agent advised her that a list of tools for the programs were available but not a specific list of what was found. We are unable to provide the customer with a detailed list of what was found, as we do not have a log of each and every issue identified that we can share.
Final Consumer Response /* (2000, 17, 2015/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that the company fulfilled one of my 2 requests.
Initial Business Response /* (1000, 7, 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 /* (3000, 12, 2014/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Prior to filing a formal complaint with the Revdex.com, I attempted to resolve this issue directly with the company. I ended up having a lengthy email exchange with a representative of the company. It became increasingly clear to me that the person was not even reading my emails, or that they could not understand them, because they continued to offer the same "solution," which was of no interest to me. (Basically, an extension of my coverage. I did not want that because I had lost all respect for the company, and had been irritated by their horrible customer service.) This is why I escalated the matter to the Revdex.com on April 16th.
On April 22, 2014, I received an email from the company saying that a refund of my order #XXXXXXXXXXX "has been successfully processed. Your payment will soon be returned back to your account." It is now May 6, 2014, FOURTEEN days later. I just checked my credit card account online ... still no refund from Avast.
This is how these people operate. They stall and stonewall and say No, and then when they finally do say "Yes," (after they have been caught being dead wrong), they issue empty promises that they break. There is NO WAY it should take FOURTEEN days to process a simple credit card refund.
In the company's response, they say that "we will not refund his order from June which is way over our 30 days refund guarantee." I never asked them to refund the June order. I asked them to refund the duplicate January order that I was HUSTLED and CHEATED into purchasing, when the Avast system incorrectly (and deliberately, to generate additional revenue???) advised me that my protection had expired. I knew that was wrong, because my coverage was purchased in June, 2013, and was good for a year. So when I was advised in January, 2014 that it had expired, this was obviously false, but I did not want to take any chances, so I paid them the money they demanded (or, more accurately, extorted), and resolved to get the situation fixed as soon as I could get my documentation together.
As to the statement in the company's response, "This was already explain to him in [redacted] I have no earthly idea what this means, or what they are talking about. What is "[redacted]?" I have no idea.
The fact is this: On April 22, 2014, I was promised a refund for the January, 2014 order that was falsely solicited to me by Avast. That order number is: XXXXXXXXXXX. It is now May 6, 2014, fourteen days later, and still no credit from Avast. Why not, Avast??? Why are you stalling and lying and cheating like this??? Why do you not keep your promises??? Why is your company so horribly dishonest???
Final Business Response /* (4000, 16, 2014/05/29) */
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 2-3 weeks to be received. A notification should be sent to you soon with the information.
However I can see in our system this order from January 2014 has been refunded so please check with your credit card company.
Kind Regards
Final Consumer Response /* (4200, 18, 2014/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The January, 2014 order that was fraudulent forced on me via an erroneous Pop-Up Alert from Avast saying that my protection had expired (which was false; my subscription was fully paid-up until June, 2014) has not been refunded by Avast. I received an email message from Avast on April 23, 2014 stating that a refund had been approved (finally), and that it would be processed in the next 2 weeks. It is now June 3, 2014, and I still have not received the refund from Avast. Avast, you need to process this refund right away, and to stop playing dishonest stalling and delaying games. It is absurd for a refund to require 2 to 3 weeks for processing. If a company is serious about Customer Service, and serious about issuing a refund it has agreed to issue, a refund can be processed in 2 minutes. 2 to 3 weeks is nothing but a stalling game. Perhaps you people think I am going to forget about this if you delay and delay, and I can assure you that I am not going to forget about this. Dealing with your company has been absolutely infuriating because your company is dishonest. You fail to respond, and then when you do respond, you make promises that you deliberately fail to keep. When am I going to receive the refund for the duplicate order you falsely hustled me into buying on January 24, 2014, via your erroneous Pop-Up scam?