Unfortunately, we did not receive any refund request from this customer via our support portal.Customer's subscription was renewed because her previous order had Auto-Renewal option active.Our distributor informed her about this renewal in the renewal notification emails (& days) before
the renewal. These emails informs about upcoming renewal event together with a description how to cancel this renewal feature.Avast offer a days money back guarantee from the date of chargeRegrettably, according to our refund policy Avast can not issue a refund for the order which was charged on Apr/07/2017. That said, we are happy, of course, to offer support and assistance for any Avast issue for the duration of the license
Initial Business Response /* (1000, 5, 2015/02/20) */
Customer never contacted us about his issue
We contacted him via our support portal with an explanation of Auto-Renewal process and his options to cancel it before
Customer received AR notification emails & days before
charge
We are awaiting his reply
Initial Consumer Rebuttal /* (2000, 8, 2015/02/23) */
2-23-
Sent via email:
Dear *** ***:
My problem has been resolved by PaypalI am no longer being automatically billed by Avast for service I cannot useI tried and tried to elicit a response from them by emailing and trying to telephone themI was constantly stonewalled and their email addresses and web sites were no helpI could not get through to them, although no emails were returned as undeliverable
Today I received an email from them suggesting that they never received my emailsI used their official sites, to no avail
I am very grateful to Revdex.com for followup on this problem, but am very happy to say the problem is resolvedAvast was absolutely no help and I feel for others who have had problems
A far as I personally am involved, this case is over
Thank you for your help
*** *** (*** *** ***)
Initial Business Response /* (1000, 5, 2014/08/18) */
Hello ***,
We do apologize for the matter in which your issue was handled, you contacted one of our vendors for support but we recommend that you contact us directly by submitting a ticket to our support portal and your issue
will be handled efficiently and of course for free
http://www.avast.com/en-us/support
Initial Consumer Rebuttal /* (3000, 7, 2014/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why should I have to contact them I have lodged the complaint and see no reason that they can not contact me
Final Business Response /* (4000, 19, 2015/02/23) */
Unfortunately, customer never canceled Auto-Renewal for his order from last year
Our distributor already refunded his order
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, 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*** *** *** ***
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, 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, 2015/05/11) */
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, 2015/10/02) */
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, 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, 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, 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, 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, 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, 2015/02/03) */
Customer already uninstalled our product and asked for a refund
Refund was processed as he requested
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 ***
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, 2015/11/19) */
Unfortunately, we cannot process a refund for this customer based on our refund policy
All Avast programs can be used days for free as a trial, and additionally we offer a day money back guarantee from the date of purchase (
days in total)
Customer asked for a refund months from a day of purchase
That said, we are happy, of course, to offer support and assistance for any Avast issue for the duration of the license
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would agree with a "no refund" after day policy if the product worked and/ or was able to be fixed by the support personnel to which they have said will helpI have tried several times to do just as the support people have told me to doI have had Avast Total support (to which I paid an additional $179) even do try to do it for me at least three times
It still to this day (Nov 20, 2015) does not work or even try to connectI have had at least three support techs and one supervisor help with this situation....the product to which they charged me for two years service has not worked and IS STILL NOT WORKING!! I paid for two years and got 1/months of internet protection service
I would like a pro-rated refund back from this company! I got 1/months service and I paid $for TWO yearsSeems to me that would equal a refund of $if I divide the time used (almost months) by total paymentSo $divided by minus 4mosApprox $
If "total support" ,who have been great for the price I paid them ($179), cannot fix the problem as Avast SecureLine (VPN) personnel have stated to do, then the product is faulty and therefore does not and in my opinion WILL NOT work
I would like an $refund back on the card to which I paid or a refund sent directly to meResolved...simply put!!
Final Business Response /* (4000, 9, 2015/11/27) */
Unfortunately, we cannot refund this order for the same reason we already informed custmer last time
All Avast programs can be used days for free as a trial, and additionally we offer a day money back guarantee from the date of purchase (days in total)
The policy is described in our (EULA) license agreement (7th paragraph) with which customer agreedLicense agreement is available here:
http://download311.avast.com/files/legal/eula-avast-consumer.pdf
Final Consumer Response /* (3000, 13, 2015/12/07) */
Still cannot access product Dec 2,
Unfortunately, we did not receive any refund request from this customer via our support portal.Customer's subscription was renewed because her previous order had Auto-Renewal option active.Our distributor informed her about this renewal in the renewal notification emails (& days) before
the renewal. These emails informs about upcoming renewal event together with a description how to cancel this renewal feature.Avast offer a days money back guarantee from the date of chargeRegrettably, according to our refund policy Avast can not issue a refund for the order which was charged on Apr/07/2017. That said, we are happy, of course, to offer support and assistance for any Avast issue for the duration of the license
Initial Business Response /* (1000, 5, 2015/02/20) */
Customer never contacted us about his issue
We contacted him via our support portal with an explanation of Auto-Renewal process and his options to cancel it before
Customer received AR notification emails & days before
charge
We are awaiting his reply
Initial Consumer Rebuttal /* (2000, 8, 2015/02/23) */
2-23-
Sent via email:
Dear *** ***:
My problem has been resolved by PaypalI am no longer being automatically billed by Avast for service I cannot useI tried and tried to elicit a response from them by emailing and trying to telephone themI was constantly stonewalled and their email addresses and web sites were no helpI could not get through to them, although no emails were returned as undeliverable
Today I received an email from them suggesting that they never received my emailsI used their official sites, to no avail
I am very grateful to Revdex.com for followup on this problem, but am very happy to say the problem is resolvedAvast was absolutely no help and I feel for others who have had problems
A far as I personally am involved, this case is over
Thank you for your help
*** *** (*** *** ***)
Initial Business Response /* (1000, 5, 2014/08/18) */
Hello ***,
We do apologize for the matter in which your issue was handled, you contacted one of our vendors for support but we recommend that you contact us directly by submitting a ticket to our support portal and your issue
will be handled efficiently and of course for free
http://www.avast.com/en-us/support
Initial Consumer Rebuttal /* (3000, 7, 2014/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why should I have to contact them I have lodged the complaint and see no reason that they can not contact me
Final Business Response /* (4000, 19, 2015/02/23) */
Unfortunately, customer never canceled Auto-Renewal for his order from last year
Our distributor already refunded his order
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, 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*** *** *** ***
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, 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, 2015/05/11) */
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, 2015/10/02) */
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, 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, 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, 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, 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, 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, 2015/02/03) */
Customer already uninstalled our product and asked for a refund
Refund was processed as he requested
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 ***
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, 2015/11/19) */
Unfortunately, we cannot process a refund for this customer based on our refund policy
All Avast programs can be used days for free as a trial, and additionally we offer a day money back guarantee from the date of purchase (
days in total)
Customer asked for a refund months from a day of purchase
That said, we are happy, of course, to offer support and assistance for any Avast issue for the duration of the license
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would agree with a "no refund" after day policy if the product worked and/ or was able to be fixed by the support personnel to which they have said will helpI have tried several times to do just as the support people have told me to doI have had Avast Total support (to which I paid an additional $179) even do try to do it for me at least three times
It still to this day (Nov 20, 2015) does not work or even try to connectI have had at least three support techs and one supervisor help with this situation....the product to which they charged me for two years service has not worked and IS STILL NOT WORKING!! I paid for two years and got 1/months of internet protection service
I would like a pro-rated refund back from this company! I got 1/months service and I paid $for TWO yearsSeems to me that would equal a refund of $if I divide the time used (almost months) by total paymentSo $divided by minus 4mosApprox $
If "total support" ,who have been great for the price I paid them ($179), cannot fix the problem as Avast SecureLine (VPN) personnel have stated to do, then the product is faulty and therefore does not and in my opinion WILL NOT work
I would like an $refund back on the card to which I paid or a refund sent directly to meResolved...simply put!!
Final Business Response /* (4000, 9, 2015/11/27) */
Unfortunately, we cannot refund this order for the same reason we already informed custmer last time
All Avast programs can be used days for free as a trial, and additionally we offer a day money back guarantee from the date of purchase (days in total)
The policy is described in our (EULA) license agreement (7th paragraph) with which customer agreedLicense agreement is available here:
http://download311.avast.com/files/legal/eula-avast-consumer.pdf
Final Consumer Response /* (3000, 13, 2015/12/07) */
Still cannot access product Dec 2,