AVAST Software

Initial Business Response / [redacted] (1000, 5, 2015/07/03) */ We escalated this case to the call center supervisor to review this call sessions We refunded customer as he requested Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) It's resolved and no more bad service

Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ Customer was already refunded for his recent purchase from June/ Initial Consumer Rebuttal / [redacted] (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 [redacted] have still does not work even after changing it per the instructions sent to me by a customer service supervisorIt seems two different passwords [redacted] needed to access different areas of my accountI only have oneI've sent back my results and am awaiting their response Final Business Response / [redacted] (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 http://www.avast.com/uninstall-utility [redacted] 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 / [redacted] (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 / [redacted] (1000, 5, 2014/04/16) */ Currently in our files we only have the purchase for Premier made on 3/valid for years This is your only current product, no other purchase was made or charged Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) My complaint is that my credit card was charged on 3/17/EVEN THOUGH I made a two year purchase on 3/18/I have an email from them confirming the XXXX X- year purchase This was an UNAUTHORIZED charge which they will not addressThey simply ignore my requests for a credit Additionally, I want to REMOVE MY CREDIT CARD INFORMATION from their files and prevent them from charging my card again next yearThey ignore that request as wellNo response whatsoever This company has many, many billing complaints posted against it on the webMy experience with them seems to be rather common This is what I want resolved Final Business Response / [redacted] (4000, 16, 2014/04/30) */ Your submission has been recorded and sent to our complaints office to be removed Final Consumer Response / [redacted] (3000, 14, 2014/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I also want my credit card information removed from their files as I do not want to auto renew this service Thank you,

Initial Business Response / [redacted] (1000, 5, 2014/05/05) */ I'm very sorry but Avast will not reimburse you for any failed online class or any other request as they're was no purchase madeKind Regards Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regardless of whether a purchase was made or not their product has damaged my computer and it is still not functionalThe version of the Avast software that I had was/is the free version and it damaged my computerForcing me to purchase something (which the software tried to force an upgrade) has no bearing on the damage that this software has done to my computer and the losses it has caused me financiallyAdditionally, Avast's technical support was supposed to be free technical support - not paid tech support Final Business Response / [redacted] (4000, 13, 2014/05/26) */ Hello, We will not be refunding your computer for services rendered using our FREE productWe do provide free technical support by contacting us at [redacted] @avast.com However as there was no purchase made there is no legal action to provide such a refund to either repair or purchase you a computer Kind Regards Final Consumer Response / [redacted] (4200, 15, 2014/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not asking your for a refund for a free productYour product has altered/damaged the functioning of my computerYour company is liable for the damages to my computer and inconveniences/losses that it has caused meI have contacted your technical support via the phone and was told that they would not help me unless I paid $At this point I need a concrete resolution to repair the damage to my computer not a generic response to contact your support department

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ Unfortunately, we did not find any email in our records from this customer We've checked customer AR status and found no AR We contacted customer from our support portal with an explanation where to manage her AR status

Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ Unfortunately, we did not find any request in our support portal We contacted customer with an offer to fix his issues with our product Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did somehow let us plug in our license number so we were able to get it working without paying the extra moneyThank you all

Initial Business Response / [redacted] (1000, 5, 2014/04/07) */ 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 5-7 business days to receive. A... notification should be sent to you soon with the information. Thank you for contacting us via the BBB and have a pleasant day. Kind Regards Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response indicated that their refund department would contact me "very soon" to discuss a refund, but it has been 7 days and counting, and no one has called me yet. It is bad enough that I had to take this step with BBB in order to get them to even talk with me, but it only makes it worse when they say they will then contact me, and still do not do so. It is very frustrating and confusing. Others need to be aware of my situation before doing business with this company in order to avoid what is happening to me. Final Business Response / [redacted] (4000, 14, 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 5-7 business days to receive. A notification should be sent to you soon with the information. Thank you for contacting us via the BBB and have a pleasant day. Kind Regards Final Consumer Response / [redacted] (3000, 12, 2014/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The charge was originated under my wife's name and e-mail. Her name is [redacted] and her partial e-mail (don't want to put the entire address here) is [redacted] I continue to wonder why you won't just call me on the phone number that is listed with the original complaint? This could have been, and should have been, resolved long ago if you would just contact me directly. Once again, please refund the $49.99 and the $35.00 overdraft fee, for a total of $84.99 to the account that you drafted it out of. We are leaving that account open until we receive your refund, at which time we will close the account to prevent you from doing this again. Please refund our funds immediately. This has gone beyond frustration.

Initial Business Response / [redacted] (1000, 5, 2015/02/24) */ Customer was refunded for TTS services as he requested Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Customer was unsubscribed from our iAVS mailing list per his request in this complaint

Initial Business Response / [redacted] (1000, 5, 2015/05/26) */ Unfortunately, we did not find customer in our support portal We contacted him with our help to install our product Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/06/01) */ 6-1- Sent via email: Dear Ms ***, Thank you so much for helping me resolve the issue I had with AvastThey have promised me a refund since I was unable to download their product and was charged for it anyway I appreciate you assistance with this matter Thank you again! Sincerely, L***

Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ We found this customer is our support portal Customer received our reply on 5th May Customer claims that he was charged for our product Unfortunately, we were not able to locate any order associated with his credentials We asked customer for proof of charge however he didn't provided it yet Once we will have proof of charge then we can investigate this issue Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I immediately provided proof of charge as soon as they requested and still I have not heard anything back from them Final Business Response / [redacted] (4000, 9, 2015/05/11) */ We found this customer is our support portal Customer received our reply on 5th May Customer claims that he was charged for our product Unfortunately, we were not able to locate any order associated with his credentials We asked customer for proof of charge however he didn't provided it yet Once we will have proof of charge then we can investigate this issue Final Consumer Response / [redacted] (3000, 14, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) They responded to me on 5/asking for proofI sent proof on 5/I have still not been refunded my moneyAnd this is the response I get: Dear [redacted] , Thank you for your message and the proof of chargesI've contacted our partner Digital River in order to investigate and localize both unwanted charges I'll let you know soon and thank you for your patience Best Regards, [redacted] Customer service department AVAST Software s.r.o So who knows how long it will be

I have submitted two tickets ( [redacted] and [redacted] ) for refunds of Digital River orders ( [redacted] $and [redacted] $75.76) These were unwanted license renewals Other than confirmation emails from Avast containing ticket numbers, there's no other response There doesn't seem to be anyone actually processing these ticketsThe only way I've been able to speak to a human is for technical support All other phone calls are recordings referring me back to their website There doesn't seem to be any way to speak with a person to resolve these type of issues

Complaint: [redacted] I am rejecting this response because:They did not address my request for a pro-rated refund on the rest of my service due to their poor quality of both the program and their customer serviceWhile I had totally forgotten about the refund nearly months ago, THEY offered the refund causing me to think that it was never done previously AND I had written them 5x on both of these same issues with NO response from them at all even after my letters notified them of an impending complaint to the Revdex.comHad I not filed this formal complaint, Id' still be waiting! I received a response from them ONLY AFTER they heard my complaint from the Revdex.com and they reminded me of the refund (only)My apologies for a delayed memory response but they addressed no other issues I had and the requested pro-rated refund was, once AGAIN, ignoredSo my reply to them AGAIN requested a pro-rated refund and AGAIN I've been ignored with No responseIt's like they read my Revdex.com complaint but ONLY acknowledged the prior refund and completely and deliberately bypassed the rest of my complaintIs it any wonder I want a refund due to, not only an extremely poor operating product but the level of customer service, in my opinion, warrants to me a full pro-rated refund so I may seek a more dependable and helpful security service and use my refund to help procure that endI'm honestly fed up with such a poor product and personnel that seemingly care so little about customer satisfaction!Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/03/12) */ Customer was refunded as he requested in our support portal Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (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 / [redacted] (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 / [redacted] (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 / [redacted] (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

Business Response / [redacted] (-10, 13, 2015/01/30) */ Unfortunately, we did not receive any request to our support portal from this customer We contacted him to straighten this inconvenient situation Consumer Response / [redacted] (2000, 17, 2015/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received an email directly from this company inquiring why I had filed a complaintI advised exactly what was included in my complaintI further advised that I wanted to be sure not to be charged for any Avast services again based on my most recent experience prompting this complaintOnce I entered payment information, I could not find how to remove it to ensure auto payment would not happen again in the futureI received an email on 2/2/from the business indicating the payment detail had been removed, and I should not be billed in the future

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ We've escalated this case to the Total Support supervisor to investigate this case Customer was refunded as he requested Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Because they gave me back my money

Initial Business Response / [redacted] (1000, 7, 2015/12/28) */ Customer was already refunded as he requested in our support portal Initial Consumer Rebuttal / [redacted] (2000, 9, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was finally refunded the money that was owed to me.thank you

Don't count on Avast for refundsCancel the payment through your bank!! Avast never responded to two service tickets for refund

Initial Business Response / [redacted] (1000, 5, 2014/07/21) */ 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 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 / [redacted] (2000, 7, 2014/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company responded in a very professional manner, promising a refund in to daysSince this is a very public business that depends on customers' perceptions, I have no reason to doubt the sincerity of their responseHowever, I shall be in touch if the outcome is other than what we all expectThanks to the Revdex.com for being there for the consumer AND the business