Initial Business Response /* (1000, 5, 2015/05/12) */
We were able to find customer's email in our support portal
We offered to combine his licenses in to one licence with an extension of subscription validity
We are awaiting customer reply in our support portal
Initial
Consumer Rebuttal /* (3000, 7, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a refund since I paid twiceI received an email that they are going to give me the refundI will close the case when I see that they have refunded by checking account
Thanks for you help
Final Business Response /* (4000, 9, 2015/05/14) */
Customer was already refunded for his duplicate order as he requested
Final Consumer Response /* (2000, 11, 2015/05/15) */
5-15-
Sent via email to consumer:
Good morning,
I am in review of your complaintHas your issue with AVAST been resolved?
Kind regards,
***
Received response from consumer via email:
***@aol.com
yes thank you so much for your help!!!
Initial Business Response /* (1000, 7, 2014/08/27) */
Your complaint is being filed with our Total Support refund teamAn associate will be in contact with your shortly regarding your claim
We thank you in advance for your cooperation and patience
Kind Regards
Thank you for
choosing avast!
Initial Consumer Rebuttal /* (3000, 9, 2014/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No resolution as yetThey have simply acknowledged receipt of my complaint and say they will be in contact soon
Final Consumer Response /* (2000, 19, 2014/11/10) */
Sorry I didn't get back to youAvast made a full refund with apologiesThanks for your valuable help
***
Initial Business Response /* (1000, 5, 2015/09/18) */
Unfortunately, we did not find any order associated with this customer's credentials
We contacted him with our offer to help him
We are awaiting his reply in our support portal
Initial Consumer Rebuttal /* (3000, 7, 2015/09/24)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
avast has gotten the money out of my bank account to purchase their anti virus, that does not workthey have records of my address, phone number and bank accountthey have made have made no attempt to contact me, at allI tried to get their customer service thru hours of conversation and they would not give me a phone numberthe reps just kept saying they would attempt to fix a product that was purchased, not in working order, with a feeI warned that I would go to Revdex.com and was told, go aheadI want my $dollars reimbursed to my address as I don't trust them to mess with my bank!!
Final Business Response /* (4000, 9, 2015/10/02) */
We contacted customer via our support portal with a request for an order number or email used during the purchase
Unfortunately, customer did not reply back
We have no orders associated with his name or email in our record
Initial Business Response /* (1000, 13, 2014/07/21) */
Our records indicate this product has already been refunded
Initial Consumer Rebuttal /* (3000, 15, 2014/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This effort to recieve a
refund started in June and I have not received any portion of the refundAs I stated before I was charged for the one year service along with an additional year of service and I'm asking for a full refund as I have not used any of the service
Final Business Response /* (4000, 21, 2014/07/28) */
Unfortunately we can not refund a product that you did not useAs it's over the day return policy
We will not be providing any further refunds regarding your purchase but more than happy to provide support for the product to help protect your PC
Kind Regards
Final Consumer Response /* (4200, 23, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response however I refuse to continue to pursue this matter as I feel it's hopelessBusiness ethics is such a foreign concept these days that even having a Revdex.com seems useless when companies and/or consumers render the bureau powerless by ignoring the negative publicity that companies once strived to maintain
Initial Business Response /* (1000, 5, 2014/05/26) */
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-business days to receiveA
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 Business Response /* (1000, 5, 2015/04/10) */
Unfortunately, we never received any email or ticket in our support portal from this customer
We contacted him about his Auto-Renewal
Customer was charged for Auto-Renewal because he had this option active
Our distributor sent
two emails about upcoming Auto-Renewal event to his email address
These emails also contain a description how to cancel Auto-Renewal
We are awaiting customer reply in our support portal
Initial Business Response /* (1000, 5, 2015/07/02) */
Unfortunately, customer never contacted us in our support portal
We contacted customer with our willingness to solve any issue with our security software
We are awaiting reply in the support portal
Initial Consumer Rebuttal /* (3000,
7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They insisted on not prorating any money to me
Only wants to refund 32.OO for grime fighter
which still has not been credited to my acct
I am not happy...but with my husband fighting
cancer...I cannot wrap up all my time with these
people...They are overseas...and do not always
understand...what I am writing...so I have to
send numerous emails to explain
For all the problems that I had to purchase a
new computer for hundreds of dollars...They could
have prorated the rest of the software...that I will no longer use
I don't understand that!!!
Final Business Response /* (4000, 9, 2015/07/20) */
Customer contacted us via our support portal that both of his licenses were already refunded
Case was closed at our side
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe business has kindly agreed to honor my cancellation request and refund my payment.Sincerely, *** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is barely satisfactory to me and is not 100% truthful I was refunded DAYS AFTER
filing with the Revdex.com, but before they responded to the Revdex.com, and not before as they imply This is just further dishonesty from "Avast" Please close the case, but be aware that they did not refund me until AFTER the Revdex.com stepped in.Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/08/07) */
Unfortunately, we did not find customer in our support portal
We contacted customer with our willingness to fix the issue he has with our product
We are awaiting his reply in our support portal
Initial Consumer Rebuttal
/* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They provided a full refund
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.As per her request, AR order was refunded back to the account used for the original order
Initial Business Response /* (1000, 5, 2014/05/26) */
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 10-business days to receiveA
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, 7, 2014/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They sent me a response, but just offering to help me fix the problemNothing about a refundI haven't recieved a refund yetThank you
Final Business Response /* (4000, 9, 2014/05/29) */
We will have someoene provide the complete refund
Initial Business Response /* (1000, 5, 2015/11/03) */
Unfortunately, we did not find any email in our support portal from this customer
Customer license was refunded already by our distributor
Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */
To whom it may concern:
I wanted to let
you know that I was contacted by AVAST and I have received a refundI truly appreciate your help in this matter
Have a wonderful day!
Sincerely,
*** ***
Unfortunately, we did not receive any refund request from customer in our support portal.Customer's subscription was renewed because his previous order had Auto-Renewal option active.Our distributor informed him 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.His renewal order was refunded as he requested
Initial Business Response /* (1000, 5, 2014/04/16) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon
We do apologize for the inconvenience this may have caused
Kind
Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not sure how to take this response except that it does not respond to my complaint but delays the answer to the complaintI hope we can come to an agreement, service from AVAST over the last couple years was good up to this incident
Final Business Response /* (4000, 9, 2014/04/23) */
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-business days to receiveA 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 Business Response /* (1000, 5, 2015/07/02) */
We found customer's email in our support portal
Customer was already refunded by our support agent
Initial Consumer Rebuttal /* (2000, 7, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/04/10) */
We never received any request in our support portal
Auto-Renewal was canceled as customer requested
Initial Consumer Rebuttal /* (2000, 7, 2015/04/13) */
(The consumer indicated he/she ACCEPTED the response from the
business.)
Auto-renewal was canceled as customer requested
This is all I wantedThank you for your help!
Avast makes it difficult to cancel as I've read many similar complaints online
Thanks again
***
Initial Business Response /* (1000, 5, 2016/01/28) */
Customer was already refunded as he requested in our support portal
Initial Consumer Rebuttal /* (2000, 7, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund from the company, but
would only ask that they review their communication with users to make the process clearerThere is still the issue of going to the credit card company to receive a credit card number, bypassing *** customerThis may be legal, but I would argue that it's a poor business practice because it erodes trust - something crucial for a software security company
Initial Business Response /* (1000, 6, 2016/01/28) */
Customer was already refunded as he requested in our support portal
Initial Consumer Rebuttal /* (3000, 8, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Avast has agreed to
refund $to me, but has disconnected my secure lineRemember, I paid for two, installed one, they disconnected one, I need the secure line installed, or, receive another refund of $moreI don't want the additional refund, I DO WANT the secure line installedI have contacted *** in Customer Service and asked him to intervene, but have not received a response as yetI will forward my correspondence with him to you on a separate e mail so you are up to date
***
Final Business Response /* (4000, 11, 2016/02/03) */
We sent licence file to customer via our support portal as he requested
Final Consumer Response /* (2000, 13, 2016/02/11) */
Good morning, ***;
I am pleased to report that my complaint has been resolvedTwo days ago I received instructions how to install the missing license and I now have the secure line installed and workingI checked my master card account and saw that the $has been refunded as of the 29th of January, so after more than a month, it is finally all okay, but I am convinced it was your involvement that brought it about and I am thankful for that
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/05/12) */
We were able to find customer's email in our support portal
We offered to combine his licenses in to one licence with an extension of subscription validity
We are awaiting customer reply in our support portal
Initial
Consumer Rebuttal /* (3000, 7, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a refund since I paid twiceI received an email that they are going to give me the refundI will close the case when I see that they have refunded by checking account
Thanks for you help
Final Business Response /* (4000, 9, 2015/05/14) */
Customer was already refunded for his duplicate order as he requested
Final Consumer Response /* (2000, 11, 2015/05/15) */
5-15-
Sent via email to consumer:
Good morning,
I am in review of your complaintHas your issue with AVAST been resolved?
Kind regards,
***
Received response from consumer via email:
***@aol.com
yes thank you so much for your help!!!
Initial Business Response /* (1000, 7, 2014/08/27) */
Your complaint is being filed with our Total Support refund teamAn associate will be in contact with your shortly regarding your claim
We thank you in advance for your cooperation and patience
Kind Regards
Thank you for
choosing avast!
Initial Consumer Rebuttal /* (3000, 9, 2014/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No resolution as yetThey have simply acknowledged receipt of my complaint and say they will be in contact soon
Final Consumer Response /* (2000, 19, 2014/11/10) */
Sorry I didn't get back to youAvast made a full refund with apologiesThanks for your valuable help
***
Initial Business Response /* (1000, 5, 2015/09/18) */
Unfortunately, we did not find any order associated with this customer's credentials
We contacted him with our offer to help him
We are awaiting his reply in our support portal
Initial Consumer Rebuttal /* (3000, 7, 2015/09/24)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
avast has gotten the money out of my bank account to purchase their anti virus, that does not workthey have records of my address, phone number and bank accountthey have made have made no attempt to contact me, at allI tried to get their customer service thru hours of conversation and they would not give me a phone numberthe reps just kept saying they would attempt to fix a product that was purchased, not in working order, with a feeI warned that I would go to Revdex.com and was told, go aheadI want my $dollars reimbursed to my address as I don't trust them to mess with my bank!!
Final Business Response /* (4000, 9, 2015/10/02) */
We contacted customer via our support portal with a request for an order number or email used during the purchase
Unfortunately, customer did not reply back
We have no orders associated with his name or email in our record
Initial Business Response /* (1000, 13, 2014/07/21) */
Our records indicate this product has already been refunded
Initial Consumer Rebuttal /* (3000, 15, 2014/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This effort to recieve a
refund started in June and I have not received any portion of the refundAs I stated before I was charged for the one year service along with an additional year of service and I'm asking for a full refund as I have not used any of the service
Final Business Response /* (4000, 21, 2014/07/28) */
Unfortunately we can not refund a product that you did not useAs it's over the day return policy
We will not be providing any further refunds regarding your purchase but more than happy to provide support for the product to help protect your PC
Kind Regards
Final Consumer Response /* (4200, 23, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response however I refuse to continue to pursue this matter as I feel it's hopelessBusiness ethics is such a foreign concept these days that even having a Revdex.com seems useless when companies and/or consumers render the bureau powerless by ignoring the negative publicity that companies once strived to maintain
Initial Business Response /* (1000, 5, 2014/05/26) */
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-business days to receiveA
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
Customer was already refunded as he requested in our support portal
Initial Business Response /* (1000, 5, 2015/04/10) */
Unfortunately, we never received any email or ticket in our support portal from this customer
We contacted him about his Auto-Renewal
Customer was charged for Auto-Renewal because he had this option active
Our distributor sent
two emails about upcoming Auto-Renewal event to his email address
These emails also contain a description how to cancel Auto-Renewal
We are awaiting customer reply in our support portal
Initial Business Response /* (1000, 5, 2015/07/02) */
Unfortunately, customer never contacted us in our support portal
We contacted customer with our willingness to solve any issue with our security software
We are awaiting reply in the support portal
Initial Consumer Rebuttal /* (3000,
7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They insisted on not prorating any money to me
Only wants to refund 32.OO for grime fighter
which still has not been credited to my acct
I am not happy...but with my husband fighting
cancer...I cannot wrap up all my time with these
people...They are overseas...and do not always
understand...what I am writing...so I have to
send numerous emails to explain
For all the problems that I had to purchase a
new computer for hundreds of dollars...They could
have prorated the rest of the software...that I will no longer use
I don't understand that!!!
Final Business Response /* (4000, 9, 2015/07/20) */
Customer contacted us via our support portal that both of his licenses were already refunded
Case was closed at our side
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe business has kindly agreed to honor my cancellation request and refund my payment.Sincerely, *** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is barely satisfactory to me and is not 100% truthful I was refunded DAYS AFTER
filing with the Revdex.com, but before they responded to the Revdex.com, and not before as they imply This is just further dishonesty from "Avast" Please close the case, but be aware that they did not refund me until AFTER the Revdex.com stepped in.Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/08/07) */
Unfortunately, we did not find customer in our support portal
We contacted customer with our willingness to fix the issue he has with our product
We are awaiting his reply in our support portal
Initial Consumer Rebuttal
/* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They provided a full refund
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.As per her request, AR order was refunded back to the account used for the original order
Initial Business Response /* (1000, 5, 2014/05/26) */
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 10-business days to receiveA
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, 7, 2014/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They sent me a response, but just offering to help me fix the problemNothing about a refundI haven't recieved a refund yetThank you
Final Business Response /* (4000, 9, 2014/05/29) */
We will have someoene provide the complete refund
Initial Business Response /* (1000, 5, 2015/11/03) */
Unfortunately, we did not find any email in our support portal from this customer
Customer license was refunded already by our distributor
Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */
To whom it may concern:
I wanted to let
you know that I was contacted by AVAST and I have received a refundI truly appreciate your help in this matter
Have a wonderful day!
Sincerely,
*** ***
Unfortunately, we did not receive any refund request from customer in our support portal.Customer's subscription was renewed because his previous order had Auto-Renewal option active.Our distributor informed him 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.His renewal order was refunded as he requested
Initial Business Response /* (1000, 5, 2014/04/16) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon
We do apologize for the inconvenience this may have caused
Kind
Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not sure how to take this response except that it does not respond to my complaint but delays the answer to the complaintI hope we can come to an agreement, service from AVAST over the last couple years was good up to this incident
Final Business Response /* (4000, 9, 2014/04/23) */
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-business days to receiveA 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 Business Response /* (1000, 5, 2015/07/02) */
We found customer's email in our support portal
Customer was already refunded by our support agent
Initial Consumer Rebuttal /* (2000, 7, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/04/10) */
We never received any request in our support portal
Auto-Renewal was canceled as customer requested
Initial Consumer Rebuttal /* (2000, 7, 2015/04/13) */
(The consumer indicated he/she ACCEPTED the response from the
business.)
Auto-renewal was canceled as customer requested
This is all I wantedThank you for your help!
Avast makes it difficult to cancel as I've read many similar complaints online
Thanks again
***
Initial Business Response /* (1000, 5, 2016/01/28) */
Customer was already refunded as he requested in our support portal
Initial Consumer Rebuttal /* (2000, 7, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund from the company, but
would only ask that they review their communication with users to make the process clearerThere is still the issue of going to the credit card company to receive a credit card number, bypassing *** customerThis may be legal, but I would argue that it's a poor business practice because it erodes trust - something crucial for a software security company
Initial Business Response /* (1000, 6, 2016/01/28) */
Customer was already refunded as he requested in our support portal
Initial Consumer Rebuttal /* (3000, 8, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Avast has agreed to
refund $to me, but has disconnected my secure lineRemember, I paid for two, installed one, they disconnected one, I need the secure line installed, or, receive another refund of $moreI don't want the additional refund, I DO WANT the secure line installedI have contacted *** in Customer Service and asked him to intervene, but have not received a response as yetI will forward my correspondence with him to you on a separate e mail so you are up to date
***
Final Business Response /* (4000, 11, 2016/02/03) */
We sent licence file to customer via our support portal as he requested
Final Consumer Response /* (2000, 13, 2016/02/11) */
Good morning, ***;
I am pleased to report that my complaint has been resolvedTwo days ago I received instructions how to install the missing license and I now have the secure line installed and workingI checked my master card account and saw that the $has been refunded as of the 29th of January, so after more than a month, it is finally all okay, but I am convinced it was your involvement that brought it about and I am thankful for that
Sincerely,
*** ***