Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 5, 2015/07/09) */
Customer was already refunded for his recent purchase from June/
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Only part of the complaint was
fulfilledI DID receive a full refund of the protection plan fee
However, I still can't remove their software from my computerThe password * have still does not work even after changing it per the instructions sent to me by a customer service supervisorIt seems two different passwords *** needed to access different areas of my accountI only have oneI've sent back my results and am awaiting their response
Final Business Response /* (4000, 9, 2015/07/13) */
We replied to customer via our support portal
Just to make sure, we are posting uninstall procedure here as well:
1) Uninstall the version of Avast that's currently installed on your computer using our uninstall utility, that can be downloaded from this page:
http://www.avast.com/uninstall-utility ***
2) Use it in safe mode of Windows - in this mode you don't need to disable the self-defense moduleHere you can learn how to start Windows in safe mode:
http://www.pchell.com/support/safemode.shtml
3) After using that tool, restart your computer
Final Consumer Response /* (2000, 11, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
all aspects of my requests have been met
Initial Business Response /* (1000, 5, 2015/10/09) */
We were able to find this customer under different email address
Customer was charged for an Auto-Renewal
Her order from had an AR option active
Customer received two emails referring to the upcoming AR with a procedure how to
cancel it
Additionally, we offer 30-days money back guarantee from the date of charge
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT receive emails prior to renewalI also did not know it was an auto renewal or I would have never acceptedI think this is a sneaky way of tricking customers into paying for somethingI did not recieve a notice that my card would be chargedI did not know until I checked my credit card statementAt that time I called to request a refund, which could NOT be done by phoneI was not able to figure out how to request online and had to call again to get instructions and a linkThey make it difficult so it takes time and by the time you figure it all out they say your time has expired!This service that they charged for is NOT active on my computer! Not only did they charge for a service I did not agree to, I also did not recieve,the so called service
Final Business Response /* (4000, 14, 2015/11/11) */
As we already mentioned in our previous reply
Customer was charged for an AR feature which he agreed with
Customer received two AR notification emails & days in advance with an opportunity to cancel upcoming AR
In this case customer decided not to
Unfortunately, we cannot process refund in this case due to missed 30-days from day of charge
We are of course willing to help customer with his any problem he may face with Avast Product
Final Consumer Response /* (4200, 16, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT receive notification from this company of an automatic renewalThis program did NOT renew on my computer, instead it has a constant pop up ad that I can NOT seem to get rid of that is asking me to renew my subscription that I was already charged automatically to renewThe program obviously did not renewCalling the customer service number is frustrating because the language barrier is significantIt is a scam! I would advise anyone reading this post to beware of giving this company your credit card informationThey did not notify meThey charged me for a program that was not renewed and they refuse to give a refundWhen I try to contact customer service by phone they repeatedly state that all refund request must be done by COMPUTER request ONLY
Initial Business Response /* (1000, 8, 2014/03/25) */
Refund already issued
Final Consumer Response /* (2000, 10, 2014/03/25) */
Hello *** You can go ahead and close my case now as I have received my $ refund from Avast SoftwareThank you for helping me receive this
refund*** *** *** ***
Complaint: ***I am rejecting this response because: they have said the same thing over and over which is a get out of jail free card I reject their written policy as I feel their product is a breach of contract in and of itself It is a fraudulent product and I want my money back Their policy becomes mute if they are selling a fraud
I reject the companies response vehemently
Sincerely,*** ***
Initial Business Response /* (1000, 7, 2015/02/11) */
We escalated this inconvenient situation to the appropriate supervisor
Customer will be contacted by him to fix his issue
Initial Business Response /* (1000, 5, 2015/05/11) */
We were able lo find specified case number in our records
Customer signed for our 60-days trial with Auto-RenewalCustomer did not cancel AR after days so he was charged for a year license
Customer was already refunded by our
retention agent
Initial Consumer Rebuttal /* (2000, 7, 2015/05/11) */
5-11-
Sent to consumer:
On May 11, 2015, at 1:PM, *** *** wrote:
Good morning,
I am in review of your complaintHas your issue with AVAST been resolved?
Kind regards,
*** ***, Dispute Resolution Specialist
sent via email from consumer:
YesThank you!
Sent from my iPhone
Initial Business Response /* (1000, 5, 2015/09/11) */
Unfortunately, we did not find any ticket in our support portal for this customer
Customer was refunded for TTS services as he requested
Initial Consumer Rebuttal /* (2000, 7, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the
response from the business.)
Vladimir Hornicek their Customer Retention Supervisor responded and apologized for the lack of service I receivedHe seems to understand Customer Service
Avast has indicated that they have initiated a FULL REFUNDI am waiting to confirm with my bank that this was actually done
Many Thanks however for your diligent service
Initial Business Response /* (1000, 5, 2015/10/02) */
Unfortunately, we did not find any request from customer in our support portal
Customer was charged for an Auto-Renewal for her order
She was informed about this upcoming AR in two emails & days before chargeThese
emails contains manual how to cancel AR if needed
We are awaiting her reply in our support portal
Initial Consumer Rebuttal /* (3000, 7, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still say I signed up for automatic renewal and that they sent me emails regarding the renewal with instructions to cancelNot true! Also they did not return my unsufficient fund charge or apologize to me or the bank for their errorIt was their error not mine
Final Business Response /* (4000, 9, 2015/10/20) */
We had a communication with customer in our support portal
Where we specified an email where customer received notifications about upcoming renewal (same email was used during the original purchase)
Customer was refunded for his AR order as requested
Initial Business Response /* (1000, 6, 2016/01/28) */
Customer contacted us via our support portal
Our agent informed customer about our 30-days refund guaranteeHis license purchased a year ago cannot be refunded
Initial Consumer Rebuttal /* (2000, 8, 2016/02/01) */
(The consumer
indicated he/she ACCEPTED the response from the business.)
It took them days to respond to my complaintTheir software is not worth paying forWhy pay for anti virus software when you still get viruses?
Avast will not be getting another penny from me
Initial Business Response /* (1000, 7, 2016/01/28) */
This is oddThis complaint was already handled by us
Customer was already refunded as he requested in our support portal
Initial Consumer Rebuttal /* (2000, 11, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response
from the business.)
The company's response says "This is oddThis complaint was already handled by us
Customer was already refunded as he requested in our support portal."
It is true, they did refund my money and apologized to me for what happened, telling me that that was not their usual way of doing business, but it was after being contacted by the Revdex.comSo thank you Revdex.com for your help!!!
Initial Business Response /* (1000, 5, 2015/08/27) */
Unfortunately, customer did not contacted us via our support portal
We contacted him with an offer for help to fix his issues
We are awaiting his reply in our support portal
Initial Consumer Rebuttal /* (2000, 7, 2015/08/31) */
(The
consumer indicated he/she ACCEPTED the response from the business.)
The company has issued a refund 8/31/15; however, there was no apologies or explanationI will NOT recommend this business to my friendsCustomer rep is unreliable, unprofessional, and dishonest
Initial Business Response /* (1000, 5, 2015/05/26) */
Unfortunately, we did not find this customer in our support portal
Customer was refunded for his duplicate order as he requested
Initial Business Response /* (1000, 5, 2016/01/15) */
Unfortunately, we did not find any refund request in our support portal
Customer was renewed for his order from based on the AR activeCustomer was notified about upcoming AR in two email
We refunded his order as a fair
solution
Unfortunately, we did not receive any support request from customer in our support portal at ***
We contacted customer via our support portal, regarding her issue with our software
Initial Business Response /* (1000, 5, 2015/02/03) */
Customer already uninstalled our product and asked for a refund
Refund was processed as he requested
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate that my oney was refunded.Sincerely, *** ***
Initial Business Response /* (1000, 5, 2016/02/08) */
Customer was already refunded as he requested via our support portal
Initial Consumer Rebuttal /* (2000, 7, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive my refund
Thank you very much*** E ***
Well over one year ago I cancelled by Avast Software support Now, for the second time I am being charge through the Avast agent Digital River for the same subscription that was cancelled Last year I was also charged after cancelling the service I had to contact an agent to "re-cancel" my service, file for a refund to my credit card that they have on record and they told me I would not be charged again due to automatic renewal Now, year later, I have been charged again except after calling three times (getting disconnected twice) they refuse to have an agent correct the situation via their telephone support They state you have to go online to submit a ticket So now, after having to go through the same thing twice, I get to wait to hear back from them in order to get my money back
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
We were able to locate customer in our support portal
Our support agent provided customer correct activation code and his license is working again
Initial Business Response /* (1000, 5, 2015/07/09) */
Customer was already refunded for his recent purchase from June/
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Only part of the complaint was
fulfilledI DID receive a full refund of the protection plan fee
However, I still can't remove their software from my computerThe password * have still does not work even after changing it per the instructions sent to me by a customer service supervisorIt seems two different passwords *** needed to access different areas of my accountI only have oneI've sent back my results and am awaiting their response
Final Business Response /* (4000, 9, 2015/07/13) */
We replied to customer via our support portal
Just to make sure, we are posting uninstall procedure here as well:
1) Uninstall the version of Avast that's currently installed on your computer using our uninstall utility, that can be downloaded from this page:
http://www.avast.com/uninstall-utility ***
2) Use it in safe mode of Windows - in this mode you don't need to disable the self-defense moduleHere you can learn how to start Windows in safe mode:
http://www.pchell.com/support/safemode.shtml
3) After using that tool, restart your computer
Final Consumer Response /* (2000, 11, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
all aspects of my requests have been met
Initial Business Response /* (1000, 5, 2015/10/09) */
We were able to find this customer under different email address
Customer was charged for an Auto-Renewal
Her order from had an AR option active
Customer received two emails referring to the upcoming AR with a procedure how to
cancel it
Additionally, we offer 30-days money back guarantee from the date of charge
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT receive emails prior to renewalI also did not know it was an auto renewal or I would have never acceptedI think this is a sneaky way of tricking customers into paying for somethingI did not recieve a notice that my card would be chargedI did not know until I checked my credit card statementAt that time I called to request a refund, which could NOT be done by phoneI was not able to figure out how to request online and had to call again to get instructions and a linkThey make it difficult so it takes time and by the time you figure it all out they say your time has expired!This service that they charged for is NOT active on my computer! Not only did they charge for a service I did not agree to, I also did not recieve,the so called service
Final Business Response /* (4000, 14, 2015/11/11) */
As we already mentioned in our previous reply
Customer was charged for an AR feature which he agreed with
Customer received two AR notification emails & days in advance with an opportunity to cancel upcoming AR
In this case customer decided not to
Unfortunately, we cannot process refund in this case due to missed 30-days from day of charge
We are of course willing to help customer with his any problem he may face with Avast Product
Final Consumer Response /* (4200, 16, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT receive notification from this company of an automatic renewalThis program did NOT renew on my computer, instead it has a constant pop up ad that I can NOT seem to get rid of that is asking me to renew my subscription that I was already charged automatically to renewThe program obviously did not renewCalling the customer service number is frustrating because the language barrier is significantIt is a scam! I would advise anyone reading this post to beware of giving this company your credit card informationThey did not notify meThey charged me for a program that was not renewed and they refuse to give a refundWhen I try to contact customer service by phone they repeatedly state that all refund request must be done by COMPUTER request ONLY
Initial Business Response /* (1000, 8, 2014/03/25) */
Refund already issued
Final Consumer Response /* (2000, 10, 2014/03/25) */
Hello *** You can go ahead and close my case now as I have received my $ refund from Avast SoftwareThank you for helping me receive this
refund*** *** *** ***
Complaint: ***I am rejecting this response because: they have said the same thing over and over which is a get out of jail free card I reject their written policy as I feel their product is a breach of contract in and of itself It is a fraudulent product and I want my money back Their policy becomes mute if they are selling a fraud
I reject the companies response vehemently
Sincerely,*** ***
Initial Business Response /* (1000, 7, 2015/02/11) */
We escalated this inconvenient situation to the appropriate supervisor
Customer will be contacted by him to fix his issue
Initial Business Response /* (1000, 5, 2015/05/11) */
We were able lo find specified case number in our records
Customer signed for our 60-days trial with Auto-RenewalCustomer did not cancel AR after days so he was charged for a year license
Customer was already refunded by our
retention agent
Initial Consumer Rebuttal /* (2000, 7, 2015/05/11) */
5-11-
Sent to consumer:
On May 11, 2015, at 1:PM, *** *** wrote:
Good morning,
I am in review of your complaintHas your issue with AVAST been resolved?
Kind regards,
*** ***, Dispute Resolution Specialist
sent via email from consumer:
YesThank you!
Sent from my iPhone
Initial Business Response /* (1000, 5, 2015/09/11) */
Unfortunately, we did not find any ticket in our support portal for this customer
Customer was refunded for TTS services as he requested
Initial Consumer Rebuttal /* (2000, 7, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the
response from the business.)
Vladimir Hornicek their Customer Retention Supervisor responded and apologized for the lack of service I receivedHe seems to understand Customer Service
Avast has indicated that they have initiated a FULL REFUNDI am waiting to confirm with my bank that this was actually done
Many Thanks however for your diligent service
Initial Business Response /* (1000, 5, 2015/10/02) */
Unfortunately, we did not find any request from customer in our support portal
Customer was charged for an Auto-Renewal for her order
She was informed about this upcoming AR in two emails & days before chargeThese
emails contains manual how to cancel AR if needed
We are awaiting her reply in our support portal
Initial Consumer Rebuttal /* (3000, 7, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still say I signed up for automatic renewal and that they sent me emails regarding the renewal with instructions to cancelNot true! Also they did not return my unsufficient fund charge or apologize to me or the bank for their errorIt was their error not mine
Final Business Response /* (4000, 9, 2015/10/20) */
We had a communication with customer in our support portal
Where we specified an email where customer received notifications about upcoming renewal (same email was used during the original purchase)
Customer was refunded for his AR order as requested
Initial Business Response /* (1000, 6, 2016/01/28) */
Customer contacted us via our support portal
Our agent informed customer about our 30-days refund guaranteeHis license purchased a year ago cannot be refunded
Initial Consumer Rebuttal /* (2000, 8, 2016/02/01) */
(The consumer
indicated he/she ACCEPTED the response from the business.)
It took them days to respond to my complaintTheir software is not worth paying forWhy pay for anti virus software when you still get viruses?
Avast will not be getting another penny from me
Initial Business Response /* (1000, 7, 2016/01/28) */
This is oddThis complaint was already handled by us
Customer was already refunded as he requested in our support portal
Initial Consumer Rebuttal /* (2000, 11, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response
from the business.)
The company's response says "This is oddThis complaint was already handled by us
Customer was already refunded as he requested in our support portal."
It is true, they did refund my money and apologized to me for what happened, telling me that that was not their usual way of doing business, but it was after being contacted by the Revdex.comSo thank you Revdex.com for your help!!!
Initial Business Response /* (1000, 5, 2015/08/27) */
Unfortunately, customer did not contacted us via our support portal
We contacted him with an offer for help to fix his issues
We are awaiting his reply in our support portal
Initial Consumer Rebuttal /* (2000, 7, 2015/08/31) */
(The
consumer indicated he/she ACCEPTED the response from the business.)
The company has issued a refund 8/31/15; however, there was no apologies or explanationI will NOT recommend this business to my friendsCustomer rep is unreliable, unprofessional, and dishonest
Initial Business Response /* (1000, 5, 2015/05/26) */
Unfortunately, we did not find this customer in our support portal
Customer was refunded for his duplicate order as he requested
Initial Business Response /* (1000, 5, 2016/01/15) */
Unfortunately, we did not find any refund request in our support portal
Customer was renewed for his order from based on the AR activeCustomer was notified about upcoming AR in two email
We refunded his order as a fair
solution
Unfortunately, we did not receive any support request from customer in our support portal at ***
We contacted customer via our support portal, regarding her issue with our software
Initial Business Response /* (1000, 5, 2015/02/03) */
Customer already uninstalled our product and asked for a refund
Refund was processed as he requested
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate that my oney was refunded.Sincerely, *** ***
Initial Business Response /* (1000, 5, 2016/02/08) */
Customer was already refunded as he requested via our support portal
Initial Consumer Rebuttal /* (2000, 7, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive my refund
Thank you very much*** E ***
Well over one year ago I cancelled by Avast Software support Now, for the second time I am being charge through the Avast agent Digital River for the same subscription that was cancelled Last year I was also charged after cancelling the service I had to contact an agent to "re-cancel" my service, file for a refund to my credit card that they have on record and they told me I would not be charged again due to automatic renewal Now, year later, I have been charged again except after calling three times (getting disconnected twice) they refuse to have an agent correct the situation via their telephone support They state you have to go online to submit a ticket So now, after having to go through the same thing twice, I get to wait to hear back from them in order to get my money back