AVG Technologies

Initial Business Response /* (1000, 5, 2014/11/10) */
Dear Ms. [redacted],
Thank you for reaching out to us regarding the refund of funds that were taken from your account due to automatic renewal.
We go out of our way at AVG to ensure our customers are treated in the best possible way...

and do our best to accommodate them. The refund request that you submitted contained a mistake in the order number which was never identified by us. Consequently we have made a mistake and refunded the order of a different customer. As of today (November 10th) your refund has indeed been submitted and should take no longer than a further 10 days to appear on your account.
Please accept my sincere apologies for the hassle you have encountered as a result of us failing to identify the mistake earlier. As a token of sympathy I have arranged for a 12 month gift license of AVG Internet Security to be generated for you. Feel free to use it yourself or donate it to a friend or relative.
The license number is [redacted] and will be valid until November 10th 2015.
The following article on our website should provide you with instructions as to how to install and activate AVG internet Security:
http://support.avg.com/SupportArticleView?urlname=Download-and-install-AVG-AntiV...⇄ /> If you have any problems, feel free to reach out to me directly at [redacted]@avg.com.
Again, I am truly sorry that this has been such a difficult experience for you and understand any frustrations you have encountered as a result. Having said that I am confident you will have your money back in a week or so.
Kind regards
[redacted]
AVG Quality Manager

Initial Business Response /* (1000, 5, 2015/05/15) */
Contact Name and Title: [redacted] Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: [redacted]@avg.com
We are very sorry to hear about Ms [redacted]'s issues.
Unfortunately we have no record of her email address in our...

customer database, and none of our customers matching her name has the same address.
If she can inform us of what product it is (and ideally also what version of Windows), then we can get our tech-support team to contact her and assist.
We also have instructions on how to remove all of our products in our Knowlegebase, here:
[redacted]
Short link:
[redacted]


Best regards,
[redacted] Escalation Specialist, AVG Customer Care
AVG Knowledge Base: [redacted]

AVG Technologies sends out bulk spam with no option to unsubscribe. I have emailed and called them several times to unsubscribe my organization from their mail. they admit they don't take people off their email list and refuse to honor the request.

Initial Business Response /* (1000, 5, 2015/04/14) */
Dear [redacted]
Thank you for reaching out to us on this issue.
I have been through our records to try and find a trace of your interaction with us on the matter but was not able to do so. In the future, I would suggest trying to work...

out issues like that this with us directly before going through third parties like the Revdex.com.
Our refund policy states that you are entitled to a refund for any reason within 30 days of purchasing. You purchased AVG Anti-virus 2015 on 4.6.2015 and, therefore, are entitled to a full refund of $39.99 should you wish.
I can also offer you an alternative solution in case you are planning to replace the laptop with a new one, whereby we could extend the validity of your existing license by 6 months (until 10.6.2016) and you can transfer this license onto the new laptop.
Please let me know which resolution you prefer, either by going back to the Revdex.com, or contacting me directly at [redacted]@avg.com.
We are grateful for your cooperation on the matter.
Kind regards
[redacted]
AVG Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/04/15) */
(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 gr-alert gr_spell undefined ContextualSpelling" id=7 data-gr-id="7">complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/01/14) */
[redacted],
Can you please provide some supporting documentation as to who you purchased this support contract from? I do not see any information in our systems reflecting this purchase. Can you also please provide the support number you are...

calling?
Thank you,
[redacted].
[redacted]
Senior SMB Support Escalation Specialist
Initial Consumer Rebuttal /* (3000, 8, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
pd.mastercard 9/10/15 AMZ*mycharge.iyogiamzn.com/pmtsWA $360
Ph# called XXX-XXX-XXXX
I am continually getting mess.to buy AVG "you're
not covered etc.[redacted] was also included and
she is having the same problems.I'm very disappointed as I thought AVG was a reputable
co.
Final Business Response /* (4000, 12, 2016/01/22) */
[redacted],
I have confirmed with our AVG Go team that we do not offer/sell a 5-year service or have any plan at over $300 like you mentioned. You have purchased this support contract from another party. There are lots of "scam" companies pretending to be AVG and we work hard to get them closed down through our legal team as much as possible. Unfortunately as soon as we close one, another appears.
The only recommendation I can make at this point is to request a charge back from your credit card provider.
Regards,
[redacted].

Initial Business Response /* (1000, 10, 2015/02/20) */
Contact Name and Title: [redacted], Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: [redacted]@avg.com
Dear Mr [redacted]
We are sorry to hear that you are having problems uninstalling AVG.
We have no record of you in...

any of our customer care systems. Neither your name nor email address appears in our customer database and we have no record of any prior contact from you.
As far as we can tell, you have never attempted to contact AVG technical support for assistance, which would of course have been free of charge.
Thus, we do not know what AVG product you are using; we can only assume it is AVG Free.
The program is installed in the usual way for Windows programs:
1 go to the Control Panel
2 choose "icon view" (Vista or later) or "Classic view" (Windows XP)
3 Choose "Programs & Features" (Vista or later) or "Add or Remove Programs"
4 Choose the program from the list
5 Click "uninstall" or "remove"
If the program does not uninstall normally, we also offer a free AVG Remover program. This is, naturally, a free download and will remove all AVG programs from your computer but please try a conventional uninstall first.
Here are full uninstallation instructions from our Knowledgebase:
https://support.avg.com/SupportArticleView?urlname=How-to-uninstall-AVG&l=en...⇄ /> Short URL:
http://bit.ly/[redacted]
We hope that this helps, but please let us know if you have any further problems.
Initial Consumer Rebuttal /* (3000, 12, 2015/02/25) */
2-24-15
Sent via email:
I tried the link they provided and it brings me to install there product it is a SCAM!!!! have AVG [redacted] on my computer..
[redacted] Purnell
Final Business Response /* (4000, 14, 2015/02/26) */
We have sent extensive step-by-step instructions on how to remove the program, and a link where to download the AVG Remover tool if this fails.
We are not sure what else we can do without direct contact with Mr [redacted].
Here is how to contact AVG technical support:
https://support.avg.com/SupportArticleView?l=en_US&urlname=Contacting-AVG-Cu...⇄ /> Short URL:
http://bit.ly/1BA2yuh
If Mr [redacted] contacts our tech support team we will be happy to assist. We will also email him directly about this.

Initial Business Response /* (1000, 7, 2014/05/12) */
All refunds have been processed. Proof of the same has been sent to the customer.
Regards,
AVG Customer Care

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 me.
Yes, I have received the two refunds into my account.  I have also received an apology from the company.  Sincerely, [redacted]

This company is the US Headquarters for Avast Software, according to their website (https://careers.avg.com/our-offices/usa/).

I submitted two order cancellations (ticket IDs 633446 for order ID **SSN**0 $43.29 and 633448 for order ID **SSN**0 $75.76), seeking a refund for upcoming software license renewals. Other than confirmation emails with ticket IDs, there is no other communication from the company. No refunds have been made. All telephone numbers, in my experience, lead to technical support, and I tried several. Telephone questions about billing are recordings referring back to their website and submitting a ticket. There seems to be no way of actually speaking to a human in customer service for the purpose of processing refunds. Nor does there seem to be anyone actually processing these tickets generated through their website.

While their website does state that there is a refund policy if you are not satisfied, there doesn't seem to be any way to actually exercise this policy.

Buyer beware. It seems that once they have your money, refund policy or not, satisfied or not, you're not getting it back.

Initial Business Response /* (1000, 5, 2015/10/29) */
Hi [redacted],
I am following up on the Revdex.com complaint you recently submitted regarding Case XXXXXXX. I have escalated this within our Refund team to address as soon as possible. If you have any questions please let me know.
Regards,...


[redacted]
[redacted]
Senior SMB Support Escalation Specialist

AVG Technologies Canada avg.com
[redacted] Drive, [redacted]
T X-XXX-XXX-XXXX option [redacted]
E [redacted]@avg.com
Initial Consumer Rebuttal /* (2000, 7, 2015/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was finally issued a refund.

Initial Business Response /* (1000, 8, 2014/02/25) */
Dear Mr. [redacted] - your refund of 84.99 was processed on the 2nd of February 2014 as per your original request. Should you have any further questions please don't hesitate to contact us.
Kind Regards,
AVG Customer Care
Initial...

Consumer Rebuttal /* (3000, 10, 2014/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is exactly what I expected from AVG. They said nothing about the additional fee of $0.68, as an international transaction fee, nor did they return it. The last time I talked to them they denied any knowledge of it but my bank says it went to them. They did nothing about the overdraft fee I incurred because of their fraudulent charges. I was hoping that AVG would actually do something with this formal complaint but they do not care. I realize now that I will never get any of that money back from them or compensation for my 4-5 hours dealing with the issues arising from their mistake and I do not think that is fair. I will just let everyone I know the bad business practices they use. I hope other people read this and choose a different virus protection software that has better business standards.
Final Business Response /* (4000, 12, 2014/03/06) */
Dear Mr. [redacted],
I'd like to confirm again that your subscription has been cancelled and that the full purchase price was returned to you. The $0.68 that you are referring to is actually a charge originating from your financial institution, if you would like that reimbursed they may be able to assist you.
The reason that AVG renews automatically is due to the necessity for anti-virus software to be running on one's computer non-stop. The auto-renewal protocol itself was instigated based on a value-add to the consumer; it provides for seamless renewal of anti-virus services so that a customer's machine is virus-free 365 days a year, year after year. The majority of our customers have embraced this service.
We are sorry that you felt so inconvenienced by your subscription to file a formal complaint against us and hope that this explanation has helped clear up any confusion.
Regards,
AVG Customer Care
Final Consumer Response /* (3000, 15, 2014/03/10) */
I again talked to my financial institution and they once again said the $0.68 was indeed because of AVG. The bank statement and transaction both list AVG as the party that received and billed me for that charge. It was due to AVG having the money transferred internationally which causes a percentage to be charged by Visa, so this is caused by AVG. The main issue I have is that AVG had responded that I would not be billed and was no longer part of the auto-renewal program. Then they still billed my account. They refuse to take any responsibility for the mistake they made. They also have not proposed any resolution. They should notify customers that they could be charged for international transaction fees since AVG has decided to process the transactions overseas instead of the US. I do not need to have any more responses from AVG. I will use other virus protection because of their poor customer service and billing program. I hope people will use different virus protection companies so they do not have to deal with the problems I have had with AVG.

Hello [redacted],Thank you for your reply.Your orders have been refunded on Friday 6/9/2017, however it may take up to 7 business days for this to be displayed on your billing statement. This is due to the length of time taken for the banks to handle the refund request.Best regards, [redacted]    Escalation team

Initial Business Response /* (1000, 8, 2016/01/21) */
[redacted],
Apologies for the delayed response to you. I had started the internal review of your complaint but somehow missed responding to the Revdex.com complaint.
On January 11th I received feedback that a member of our AVG Go team ([redacted]) spoke with...

you regarding a refund. I will follow up to see if this refund has been processed.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/29) */
Hi [redacted],
Following up on your refund request, can you please provide me your original cancellation request and the subsequent confirmation you would have received from AVG?
Thank you,
[redacted].
[redacted]
Senior SMB Support...

Escalation Specialist

AVG Technologies Canada avg.com
[redacted]
E [redacted]@avg.com

Initial Business Response /* (1000, 5, 2015/07/23) */
Contact Name and Title: [redacted] Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: [redacted]@avg.com
Dear Mr [redacted]
We acknowledge receipt of your complaint.
We are sorry to hear that you were dissatisfied with...

our technical support.
We have processed your refund and I believe that you have already been informed of this by my colleague [redacted]
We hope that this satisfies and resolves your complaint.

[redacted]
Escalation Specialist
Customer Care

[redacted], Czech Republic
T: +XXX XXX XXX XXX
E: [redacted]@avg.com

Delivering products and services to make our digital lives easier
to secure, simpler to navigate and more enjoyable to experience.
This e-mail may contain privileged and confidential information. If you are not the intended addressee, any use, disclosure or copying of this e-mail and any attachments is unauthorized - please notify the sender by return and delete the message. We reserve the right to read any e-mail or attachment entering or leaving our systems from any source without prior notice.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
company gave me a fair settlement.

Initial Business Response /* (1000, 5, 2014/03/11) */
Ms. [redacted] was contacted seperately via email. Our most senior level technicians will assist her to remove Family Safety from her computer and she will be given a full refund.
Regards,
AVG Customer Care
Final Consumer...

Response /* (2000, 8, 2014/03/11) */
As of 11:00 a.m. (DST-EST) on March 11, 2014, this case#XXXXXXXX has been resolved to my satisfaction. I spent 3 hours on "chat" with their technician, but the software is finally off of my computer, and I received an email stating that I will receive a full credit (on my credit card) for the 1 year subscription. Thank you for your assistance with this situation. [redacted]

Initial Business Response /* (1000, 5, 2014/07/25) */
Dear Ms. [redacted],
I am very sorry to hear that you have been a victim of credit card fraud and sincerely hope that no serious losses were incurred as a result of the same.
I have looked into your case and spoken with our e-commerce...

team to find out what the problem is with pushing the refund through. The easiest way to describe the hold up is due to the number of transactions that go through to our merchant bank on a daily basis. The information that you have provided has helped us narrow down the potential transactions that need refunding, but we need the last 4 digits of the credit card to be sure.
Another option (and perhaps the quickest and easiest) would be for your bank to issue a chargeback for the transaction. This way we would not have to locate the transaction, but only approve the chargeback.
Please let me know which way you would prefer to go. Either way I will do my best to get the amount refunded ASAP.
Kind regards,
[redacted]
AVG Customer Care

Complaint: [redacted]I am rejecting this response because:
AVG Customer Service Team said before that they issued a refund; but non ever came.
I want to know the date they issued the refund and then will wait and see if it comes into my account before I accept their response.
I did however, receive an email stating that they two subscriptions were in fact cancelled after I filed this complaint with the Revdex.com.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/06) */
Contact Name and Title: [redacted], Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: [redacted]@avg.com
Dear Ms [redacted]
We acknowledge receipt of your complaint.
We apologise for the poor handling of your case. We...

have now merged your 2 entries in our customer database into 1, under your newer email address. This means that we have now found the recent 2-year autorenewal.
We are passing [redacted] case over to our senior Refunds team here at AVG HQ for priority handling. As the renewal was this month, there will be no problem processing it for you and you will hear from Refunds directly very shortly.

[redacted]
Escalation Specialist
Customer Care

AVG Technologies [redacted] XXX XX [redacted]
T: +XXX XXX XXX XXX
E: [redacted]@avg.com

Delivering products and services to make our digital lives easier
to secure, simpler to navigate and more enjoyable to experience.
This e-mail may contain privileged and confidential information. If you are not the intended addressee, any use, disclosure or copying of this e-mail and any attachments is unauthorized - please notify the sender by return and delete the message. We reserve the right to read any e-mail or attachment entering or leaving our systems from any source without prior notice.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received email this morning stating they have processed the refund and I should receive in the next few days.