AVAST Software

Initial Business Response / [redacted] (1000, 5, 2014/04/03) */ 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 Consumer Rebuttal / [redacted] (3000, 7, 2014/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still no one has contacted me and no refund Final Business Response / [redacted] (4000, 9, 2014/04/08) */ We're very sorry but the day return period is no longer available and therefore no refund will be provided We are more than happy to provide any technical support needed to help resolve any issue you may have with the product Kind Regards Final Consumer Response / [redacted] (3000, 12, 2014/04/14) */ it was not my fault the days expiredno I don't want their technical support to help me of them already triedPlease just give me my $back, Y ou are a big company I am sure my money being refunded won't break you

Initial Business Response / [redacted] (1000, 5, 2015/04/21) */ Customer contacted us via our support portal His licenses were refunded as he requested Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 6, 2015/06/09) */ On 12th April customer used her card to have a free trial for days of our Avast Internet SecurityOn the same date she made a purchase for another Avast Internet Security for year for $ 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 year/user on 3rd June which is almost months from the purchase date Customer wasn't charged for Auto-renewal as she claims in this complaint Initial Consumer Rebuttal / [redacted] (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 protectionIt 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 serviceNo one would do that!! I went through their website which offered a 60-day trialI entered my credit card information and then engaged in an on-line chat with someone named ***Avast reps scanned my computer during our "chat." They told me the computer needed $worth of service to remove the trojans and rootkitsVia the on-line chat, I declined their offerThen I was offered debugging for $I declined that offer as wellSeveral times during the "chat" I mentioned that I was ONLY interested in a 60-day trialThe next day, a $49,charge from DRI AVAST (Digital River, Incwhich handles their billing) appeared on my credit card)Avast has been dishonestI first tried to cancel the service on-line on June When I got no e-mail reply, I called the company on June They had no record of my e-mail address or meI was told to resubmit the on-line cancellation request, which I didAvast's first on-line reply stated they don't offer any trials except 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 tookThese shots reveal a "you will not be billed until the end of the trial" clauseTheir sites also state customers will receive a notification e-mail before the trial endsSince 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 protectionPlease google "Avast scams." Complaints about the company are all over the internet Final Business Response / [redacted] (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 - PC, Year for $- this was a trial which is charged only of customer keep Auto-Renewal option activeCustomer canceled it so he was not charged for it Avast Internet Security - user, year for $- this subscription is a standard license valid for one year charged during the purchaseCustomer 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 / [redacted] (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 productAs 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 productIt is obvious the company has no interest in solving this problemEven if I HAD mistakenly ordered the product twice, any reputable company would work to resolve a serious customer complaintAnd 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 $worth of its employees' time responding to me and my reports of Avast's fraudulent behavior to authoritiesI suggest the Revdex.com not waste any more time dealing with AvastThe company has no interest in solving this matter with meHowever, the Revdex.com may wish to advise its customers to print out any on-line "chats" with customer service representativesI engaged in a lengthy on-line chat with an Avast representativeDuring that "chat," I repeatedly mentioned that I was ONLY interested in ordering the "60-day free trial" of their productDuring my "chat," I also repeatedly mentioned that I didn't want to spend a lot of money on the computer in questionI 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 oneI'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 madeI'm still waiting for that to happen

Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ Customer contacted us twice in our support portal We replied on both of his emails His AR order was refunded as he requested Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) 08/13/ EDB/WDR*XXXXXXXXXXXX DRI*AVAST SOFTWARE XXX-XXX-XXXX MN ($36.91) 08/08/ DBT/WDR XXXXXXXXXXXX DRI*AVAST SOFTWARE avast.com/ord MN ($21.09) These are the two debit transactions on my checking accountI reviewed all of the transactions thoroughly since 8/8/and can find no credit to the accountWhen was the credit/refund issued? I did not receive any emailsPerhaps they were intercepted as "junk," or sent to an alternative email I rarely check Final Consumer Response / [redacted] (2000, 10, 2015/11/05) */ I received the credit to my account todayThank you for your help

Initial Business Response / [redacted] (1000, 5, 2015/04/22) */ Unfortunately, we never received any refund request from this customer in our support portal We contacted customer to help him with his request Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) A refund request was submitted on the Avast website on 03/31/I received a printed, confirmed copyI did receive a contact from Avast on 4/22/offering to help me "fix my software"I responded that I did not have their software, didn't want their software, didn't order their software and asked to be refunded This morning (4/23/15) I received another email saying my refund was being processed and could take up to daysTheir "customer service" function is poorTheir website is poor Final Business Response / [redacted] (4000, 10, 2015/04/23) */ We received customer's reply in our support portal His license was refunded as he requested Final Consumer Response / [redacted] (2000, 12, 2015/05/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/03/05) */ Your complaint will be forwarded to our complaints and refund staff since your over your day return period there will be some discussion regarding your claim Kind Regards Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because I was not supposed to be an "auto-renew" client and had problems with the licenses I don't think that their claim for over thirty days should matterAdditionally, they denied support to me for their product according to the agreementThe only option I was given for product support was to be transfered to a paid service that I did not agree to By all means, please do make this complaint publicI would like a full refund Final Business Response / [redacted] (4000, 27, 2014/03/21) */ This complaint has been deemed un refundable due to license structure, you purchased in 1/and the day guarantee for refund has passed If we can be of any help technically regarding any issue you having please let us know and email us at [redacted] @avast.com Kind Regards Final Consumer Response / [redacted] (4200, 29, 2014/03/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) After speaking with my contact at the Revdex.com, the matter is to be closed as unresolved and a complaint will be filed with the Attorney General and other agencies

Initial Business Response / [redacted] (1000, 7, 2014/08/18) */ We will have our internal refund team contact you regarding your claim and thank you in advance for your patience Initial Consumer Rebuttal / [redacted] (2000, 9, 2014/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company refunded majority of claimsOnly one item for $it outstandingI am for the most part content with the outcomeAvast employee [redacted] was extremely helpful and was mostly responsible for the resolution of this matterTheir complaint team on the other hand were not helpful and had refused to be of assistance I believe that the actions of the Revdex.com, [redacted] & my credit card company made this outcome possibleThanks to all

Initial Business Response / [redacted] (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 / [redacted] (2000, 7, 2015/07/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/01/21) */ Unfortunately, we didn't receive any email from her except this notification We just contacted her with a willingness to solve her license issues ASAP Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the email exactly what I received from Avast in reference to my complaint with the Revdex.comNor much of a responseMy complaint was very specific, I don't know what additional information they need #MOX-XXX-XXXXX: Avast Actions c [redacted] 12:PM To: ***@avast.com If you actually take the time to read the complaint you will see all the information you need Actions [redacted] (***@avast.com) Add to contacts 1/21/ Keep this message at the top of your inbox To: [redacted] @hotmail.com ***@avast.com Dear Ms***, We received a notification from Revdex.com about your issues with licenses Could you please give me some further details about the problem you are having with the licenses and I will eagerly work with you to attempt to resolve it I look forward to hearing from you Best regards, [redacted] Customer Retention Supervisor AVAST Software s.r.o Final Business Response / [redacted] (4000, 11, 2015/02/10) */ Customer was already refunded based on the communication via our support portal Final Consumer Response / [redacted] (4200, 13, 2015/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of 2/12/my credit card does not have a refund posted,

Initial Business Response / [redacted] (1000, 13, 2014/07/21) */ 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 / [redacted] (2000, 15, 2014/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have requested 'numerous times' a refund for my initial subscription because consecutive scans of the Avast system has revealed numerous problems that a customer will never become aware of UNLESS they run it 'consecutively'Operating a simple scan 4-5x in a row will show that even though each time you are given a "successful cleanup" (as in numerous junk files), the following scans ALSO show MORE junk files and/or differing quantities and it continues this way each time which tells me the system will find problems for every scan even though it was SUPPOSEDLY just "successfully cleaned" the very time before! If this happens, how can it ever be claimed, by Avast systems that a subscribed pc is actually clean when the same system repeatedly shows that it's NOT clean??? My experience leads me to believe that this Avast system, in my opinion is a complete scam based on showing never ending problems and junk files in an effort by the company to continue milking customers for more money Secondly, I previously sent emails detailing these same problems and have been totally ignored by Avast repsI was previously also told by Avast that problems with a previous Avast update was being worked on and they'd "get back to me"That was many months ago and still have never heard from them on a 'fix'This lack for customer concerns for unfixed and ongoing problems leaves me realizing Avast, in my opinion, is nothing more than a money making scam by a select group of foreigners who are either VERY unskilled at pc programming and/or are highly skilled at scamming the general public and avoid complaints by simply ignoring customer emails All in all, an extremely POOR product with even worse customer service, OR lack of and I would NEVER buy anything from Avast....even if they gave it awayBUYER BEWARE! Look elsewhere!!!!!!!Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ We decided to make an exception in our refund policy due to the customer's unsuccessful attempt to cancel AR Customer was refunded back to the account used during the purchase

Initial Business Response / [redacted] (1000, 13, 2014/07/21) */ Our records show this product has already been refunded Initial Consumer Rebuttal / [redacted] (2000, 16, 2014/07/21) */ Avast has given me my refundConsequently, the case is closed

Initial Business Response / [redacted] (1000, 5, 2015/06/09) */ Unfortunately, we did not find this customer in our support portal We refunded customer as he requested This case was also escalated to the phone support supervisor

Customer had two subscriptions running simultaneously Auto-Renewal was canceled for just one of them Customer was refunded for this AR as she requested in our support portal

Customer was refunded as he requested in this complaint Money were refunded back to his account used for the original purchase

Initial Business Response / [redacted] (1000, 5, 2014/04/23) */ We're very sorry but as your purchase was made for years in January 2014, the product is no longer refundable although we'de be more than happy to have a technician review your issue so that we may troubleshoot the problems your having Avast does not clean viruses though, so you may have spoken to a 3rd party support vendor since there is very little we can do in regards to cleaning a virus http://www.avast.com/en-us/support If you have another issue I recommend to contact [redacted] @avast.com or go to our portal Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I renewed my licenses in and was told on their website and in their product that it protects me from viruses, malware, and provides updates I got the newpassword root kit malware where is reports my username and passwords back to the attackerI was told by their support that for $they would clean my computerI could care less if they have a 3rd party agent as my deal is with their companyIf their product will not do what it claims and they will not provide support then I want a refund as they have broken their promise with me I will file a complaint with the Federal Trade Commission as they should no longer be allowed to sell something that does not work! They also have a recording of what the techinain and I discussed which clearly proves my claim and disputes what this person stated Final Business Response / [redacted] (4000, 9, 2014/04/28) */ The purchase that was made is no longer refundable as you purchased a 2year support contractI will have someone from our refund department contact you to discuss this further Kind Regards Final Consumer Response / [redacted] (4200, 11, 2014/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is standard [redacted] from their companyWhen they make it right I will be most happy to agree to the termsAs an IT and Cyber Security expert I see this scam all the time Once again when they make it right I will be most happy to post they are a good company

Unfortunately, we did not find any record from this customer in our support portal Customer purchased two separate licenses First one of them was an automatic renewal from our 60-days free trial (Customer has license for days and then license is renewed for a year if AR was not turned off) Additionally to the first order, customer placed a new order for same product days after previous license renewed itself Customer already placed a charge-back for second order so money was refunded by his bank His first license was refunded upon his request in this complaint Both of his licenses were refunded

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***