AVAST Software

Initial Business Response / [redacted] (1000, 5, 2014/03/21) */ 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, 2014/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will only accept the response after I get the refundThier response is vague like their website and their customer service departmentthey said they will contact the refund department but left out whether or not I will get a full refund on both the mobile (which was never started) of and the computer softwareWhich I cancelled Avast needs to be more direct in their approach and live up to thier end of a commitmentIncluding prompt refunds without having to go through the Revdex.com Final Business Response / [redacted] (4000, 14, 2014/03/27) */ Very sorry but we do not refund prorated licensesRefunds are only applicable days after purchase Thank you in advance for your cooperation We deem this case as closed and no further refund will be provided Final Consumer Response / [redacted] (3000, 12, 2014/03/26) */ they just renewed the license for this product in JanuaryI should still be able to get a refund for the portion not used

Initial Business Response / [redacted] (1000, 5, 2014/05/29) */ Hello, I have found the Total Support Purchase that was made. It was purchased using a different email address ***@crlhealth.com. Your complaint has been re-issued to our new BBB 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

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 renewalThese emails informs about upcoming renewal event together with a description how to cancel this renewal feature.As per her request, renewal order was refunded

Initial Business Response / [redacted] (1000, 5, 2014/02/14) */ 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] (3000, 7, 2014/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) My complaint has not been resolvedBefore I submitted a complaint to the Revdex.com, I called my AMEX credit card and AMEX placed the $in dispute.This action prompted Avast to refund me $leaving a balance of $I subsquently notified avast thatI had filed a complaint with the Revdex.comAvast then agreed to refund the $if AMEX would reverse the disputeI was advised by an AMEX representative not to have the dispute reversed until the $was refundedI notified Avast of my intentions.On Friday 2/21/14,a female representative called me and said that she had reviewed the techincian's work and that my computer had been successfully repariedThis is completely falseI think that the call on 2/21/was a trick to get me to have the dispute reversedIt appeaes to be logical because Avast had already agreed to refund the $but only under their conditions In my opinion, Avast engages in disreputable practices and appropriate steps should me taken against Avast to avoid future consumers to endure my situation Sincerely, [redacted]

Unfortunately, we did not receive any support request from this customer in our support portal. Customer probably did not activate his license with his activation code. We contacted him via our support portal with a correct activation procedure.

Initial Business Response / [redacted] (1000, 5, 2014/09/04) */ We're very sorry but we do not take payments over the phone, please go to our website or to your current subscription to purchase online Kind Regards Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your website is not accepting paymentsYour call center is not accepting paymentsYour companies disregard for customers at any level is inexcusable and I am a bit fed up being told that renewals can be done online If it could be renewed online it would have been done a month ago and this issue would not be where it is now Renew the antivirus program and enough of your games

Initial Business Response / [redacted] (1000, 5, 2014/07/31) */ Unfortunately as your purchase has already exceeded the day guarantee we would not be able to provide you with the refund request but will be happy to take you off auto-renewal Any legal matters please or documentations please attach them to this complaint so they can be forwarded to the correct legal department Kind Regards Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I requested refund well before days and have emails to prove itThis is a complaint for not refunding me in a timely manner, not requesting refundThey can't be this stupidWill go through attorney general and international police where the email is not in USAThey will not get away with this Final Business Response / [redacted] (4000, 9, 2014/08/04) */ Unfortunately there isn't anything we can do in that we didn't refund you in a timely mannerI can have a refund specialist contact you regarding any legal matters you would like to take Kind Regards

Business Response / [redacted] (450, 14, 2014/10/30) */ 10-30- Sent via email from consumer: This is to inform you that my complaint has been resolved and the money refunded to my credit card; I checked with the credit card company this morning Thank you for your services [redacted] e [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/19) */ Customer was charged for AR because his subscription had this option activeCustomer received two notification emails in advance with an option to cancel upcoming AR His AR order was refunded per his request in our support portal Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/19) */ They refunded my $todayThank you for your help [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ Customer contacted us in our support portal with her request Our agent contacted her with solution for her however she did not reply back We are awaiting her reply in our support portal Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have contacted me and my refund in in process

Final Consumer Response / [redacted] (2000, 16, 2015/01/07) */ 1-7- Sent via email: [redacted] The complaint has been resolved with a full refundThank you so much for your assistanceThe company would never have refunded a penny without it

We were able to locate customer in our records His Avast Cleanup license was already refunded in September/based on his request directly with our distributor

Complaint: [redacted] I am rejecting this response because: This is a separate issue and has nothing to do with the product they brought up! The challenge I have now has not been addressed upon several attempts to contact Avast and resolve it.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Obviously Avast is not noted for having a customer service department which knows how to handle anything more than telling customers "go here and do this" I DID use the portal and also gave them the ticket # which is again [redacted] There is nothing more I can do if there own process is failing them.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/02/25) */ Customer was refunded as he requested via our support portal

Customer was already refunded for his renewal as he requested at our support portal

Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ We found customer request in our support portal Customer was refunded as he requested Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2016/01/28) */ Unfortunately, we did not receive any refund request into our support portal Customer was refunded as he requested Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business has given me my full refund thanks to Revdex.com and has been resolved

Initial Business Response / [redacted] (1000, 7, 2015/02/12) */ We already contacted customer about his another charge Auto-Renewal was not charged as our agent explained to him He placed another order in the specified amount of $however his email had a typo so he never received confirmation email We resent confirmation email back to customer together with a help how to install our product Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/02/24) */ 2-18- Sent via email: They decided to refund the money, thank you guys!........its finally settled:)

Initial Business Response / [redacted] (1000, 5, 2014/01/28) */ Unfortunately our policy only guarantees purchases within days to be returned for full money return however you've had the license since September so you've had the product for months already Very sorry but no refund can be provided as your already half way through your purchaseIf your having some technical issues please contact us at [redacted] and we're more than happy to help resolve your issue Kind Regards Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree completely with their response...I wouldn't be asking for a refund had their product not caused problems with my laptop and had not cost me money that I should not have spent,trying to get their dysfunctional program off my laptop,not to mention the improper custom care I had to endure...I think a refund is the least they can do...If they refuse to give a refund then I'll will let everyone know to stay away from Avast every opportunity I get...I have lots of opportunities on a daily basis...I'm aware [redacted] so will not put a dent in their profits but it will certainly prevent others from losing money on a product that is defective and a company that offers poor customer service by blaming the consumer instead of their defective product! Final Business Response / [redacted] (4000, 12, 2014/03/14) */ Unfortunately since you had the product more than half of the validity of the license and are only now contacting us for a refund we regretfully will not be providing your refund and will no longer pursue this claim any further Kind Regards Final Consumer Response / [redacted] (3000, 10, 2014/03/11) */ I disagree completely with their response...I wouldn't be asking for a refund had their product not caused problems with my laptop and had not cost me money that I should not have spent,trying to get their dysfunctional program off my laptop,not to mention the improper custom care I had to endure...I think a refund is the least they can do...If they refuse to give a refund then I'll will let everyone know to stay away from Avast every opportunity I get...I have lots of opportunities on a daily basis...I'm aware [redacted] so will not put a dent in their profits but it will certainly prevent others from losing money on a product that is defective and a company that offers poor customer service by blaming the consumer instead of their defective product!