AVG Technologies

Initial Business Response /* (1000, 5, 2015/05/15) */
Contact Name and Title: *** *** Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: ***@avg.com
We are very sorry to hear about Ms ***'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:
***
Short link:
***
Best regards,
*** *** Escalation Specialist, AVG Customer Care
AVG Knowledge Base: ***

this AVG tech though I cancelled my subscription before the their days period but was able to deduct money ($59.99) after a year from account through their affiliate Paypal in which I never use their product at all try to contact them with no responsethis is a rip off customer beware

Initial Business Response /* (1000, 6, 2015/10/20) */
Please be advised that a refund was processed as follows:
Order Reference number: XXX-XXXXXXX was refunded on August 29, The refund was made to card ending in
Initial Consumer Rebuttal /* (2000, 9, 2015/10/27)
*/
I believe this case may be closed
The amount of $that AVG Technologies refunded had not been shown on our recent bill from Visa, Cardmember Service
Cardmember Service sent a letter stating that on XX-they had issued a debit for the transactionDue to a system issue, the debit that we issued did not properly post to our account
I believe your organization helped make that happen
Thank You
*** J***

Initial Business Response /* (1000, 7, 2015/06/22) */
Contact Name and Title: *** *** Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: ***@avg.com
Our apologies for the slow responseOur refunds department has been communicating with Mr *** directly, but we
have indeed been handling his case
Below I attach a copy of the most recent correspondence
*** ***
Escalation Specialist
Customer Care
***
T: +XXX XXX XXX XXX
E: ***@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 informationIf 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 messageWe reserve the right to read any e-mail or attachment entering or leaving our systems from any source without prior notice
Original Message
From: ***@help.avg.com ***@help.avg.com
Sent: 6/8/XXXX X:XX AM
To: ***@avg.com
Subject: AVG refund request - Case #XXXXXXXX ***
Hello ***,
Thank you for contacting AVG
We would like to inform you that the refund of your order (RefNoXX-XXXXXXX) is in progress
We have processed your refund in our database, however it may take up to business days for this to be displayed on your billing statementThis is due to the length of time taken for the banks to handle the refund request
Please also note that the compensation licence was cancelled
Best regards,
*** ***
AVG Customer Care
AVG Customer Care AVG Community
Original Message
From: ***@avg.com ***@avg.com
Sent: 4/29/XXXX X:XX AM
To: ***@yahoo.com
Subject: AVG refund request - Case #XXXXXXXX ***
Hello ***,
Thank you for your answer
Please be informed that your new license for AVG PC TuneUp (computer) was generated and is valid till October 31, Below you can see your active license number:
***
About free remote support please find information below:
Please read the How does AVG Remote Support work article for more detailed information
The service is available 24/
To take advantage of this service, simply request the remote connection at your convenience by following these steps:
Visit the AVG Remote Support website
Fill in the short formYour Case number is available in the subject of this e-mail
Click Connect to an expertA remote support file will be downloaded
Run the downloaded file
Use the opened window to chat with the AVG technician
Best regards,
*** ***
AVG Customer Care
AVG Customer Care AVG Community
Initial Consumer Rebuttal /* (2000, 9, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
thank you very much for your help , it was a few days after I called yous they refunded my money ,,
you are wonderful people to work with , again I thank you *** a***

Revdex.com:
In Houston Texas HARVEY Hurricane and I been in hospital
Want a refund
* *** *** *** *** *** ** *** *** ** *** ** *** ** *** *** *** *** *** *** ** *** ** *** *** *** ***

AVG keeps billing me on two different actsKeep trying to contact and text them to cancel service No one answers telephone number given

Their VPN product "Hide My ***" is a complete scamI used it a few years ago and it worked but out of nowhere it stopped workingcustomer service tried to give help and none of it workedNow I decide it was good before ill try this one againBig mistakeIt does not workIt tells you you have changed your IP address but when you actually check it really did nothingThey sent me the same unhelpful advise as before and it did not helpso I simply asked for my $back and they refuseThis company will happily take your money for a product that does nothing and refuse to give it back

I have been a customer with AVG for yearsI went in to update for on Black Friday and downloaded the linkIt did not give a keyThe link came from the AVGoogle TaskbarThe AVG was not working for days, then soon rendered my laptop with no InternetI went to call IT and my modem and Internet is fineNext day, I went to Best Buy and told me I had No OS, which is what the booth F told meI went home to system restore it and that was not an optionNext day, my aunt called me to help me over the phone and nothing worksShe told me it was maybe the harddrive, so now, I have to wait weeks to get it fixed because that's when I go back to Florida to get it fixed as my uncle has a computer shopI tried computer repair, nothing!! Lastly, I called AVG support and they would not listen to me and said it was my fault, I am nearly sure the toll free number was out of the countryThey gave me a refund number, and that number is not in serviceNext day, I spoke to the manager and also blamed me for all of itBy this time, I was yelling, and told him I would file a complaint against the company, espThe support teamOne of the worst experiences I had to deal with in a long timeI then went to the website and found a place for a refund and told them exactly what happenedI will never use AVG again

Initial Business Response /* (1000, 11, 2016/02/09) */
Hello ***/Revdex.com,
We have reviewed the case and found that Jitka from AVG has responded to the customer back on Feb 1, Kindly find the response pasted below
Thanks
***
-------------------------------------------
Hello ***,
Thank you for contacting AVG Customer Care
Please accept our apologize for inconveniences you hadWe would like to inform you that we exchanged your current products for license for AVG Ultimate which is valid for months
Please follow the steps below to redeem the code for your new AVG subscription:
Visit wwwavg .com/code ***
Fill in your activation code: ***
Fill in your email address and choose a password
These login details will be used later to activate your AVG and to access your AVG MyAccount
Tip: In case you already have an AVG MyAccount login and password from your previous AVG purchase, click Log in here in the second step on the website, and then fill in your login details
Click Register & Activate
You will receive an account activation emailUse the link in the email to activate your account
Once you redeem your code and create an AVG MyAccount by following the steps above, please install or activate your AVG as described in the following articles:
Download and install AVG Protection ***
Download and install AVG Performance Initial Consumer Rebuttal /* (2000, 13, 2016/02/11) */
They have replied and granted my requestHowever, I have decided not to use their services any longerI figured if I have to file a formal complain in order to accommodate a simple request, that company does not deserve my business anyway
Thank you Revdex.com for your efforts to assist me with this case!

Initial Business Response /* (1000, 5, 2014/05/05) */
We have sent the customer an offer for remote support with our senior technicians who will identify the problem and remove the AVG Secure Search from the customer's machine
Regards,
AVG Customer Care
Initial Consumer Rebuttal
/* (3000, 7, 2014/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When a company offers software for a free trial, it should allow a userwho does not want it, to remove it completely with the uninstall function
Instead, AVG hijacked my stapage without authorization and won't let it go
That gives me no confidence in the proposed solution of giving another software company complete access to my computer
AVG should at least have one of their technicians walk me thru the necessary steps myself to completely remove their software
Final Business Response /* (4000, 9, 2014/05/16) */
Dear Mr***,
I apologize for not clarifying in the initial responseThe remote support offer you have received is directly from a senior AVG technicianHe will ensure the AVG secure Search is removed when you connect to the remote support
Regards,
AVG Customer Care
Final Consumer Response /* (2000, 11, 2014/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept, but they do need to work on a better solution where "uninstall" will in fact remove their software completely

Initial Business Response /* (1000, 5, 2015/05/11) */
Contact Name and Title: *** *** Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: ***@avg.com
We acknowledge receipt of Ms ***'s complaint
We are very sorry about this delayThere was a problem with our internal
systems and the refund had not been processedHowever this has now been done and the money should be back in her account within daysThis delay is due to the clearing time of the banks on both ends of the transaction
*** ***
Escalation Specialist
Customer Care
AVG Technologies CZ, s.r.oavg.com
*** 2/4, XXX XX *** Czech Republic
T: +XXX XXX XXX XXX
E: ***@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 informationIf 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 messageWe 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, 2015/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did finally get me my money backIf not fir here I would never have even gotten a reasonI think that is bad businessI sm great full fir my money back but I would never do business with this group againNor will I ever tell anyone else

Initial Business Response /* (1000, 5, 2014/10/22) */
Dear Mr***,
I am sorry to hear that you were subject to the automatic renewal of your AVG license without being aware
We do try to ensure our customers are aware of automatic renewal by sending emails out in advanceThis
email was sent to you on 9/12/
I can confirm that your refund of $was processed by our payment gateway on 10/19/You should see the funds on your account within the next weeks
Kind regards
AVG Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2014/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that you should require a reponse from your customers when it is time for a renewal of your services espically after two years of inactivity on a non excisting account and that you should not store any ones credit card and personal information with out their consent
Not hide behind its our companys policythen when you ask for a refund you get the run around from rude nasty people who say you have to go on-line to request a refund of money you never authorized them to take in the first place
Final Business Response /* (4000, 9, 2014/11/05) */
Dear Mr***,
Again I am sorry to hear that you were unaware of the automatic renewalYour refund for the same has already been processed
The online tool that we have for requesting refunds sends the request directly to our refund team and skips transferring between departmentsBecause of this is it usually a more effecient way to get a refund and I am sorry to hear you found this offensive
Kind regards
AVG Customer Care

Initial Business Response /* (1000, 5, 2015/01/15) */
Contact Name and Title: *** *** Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: ***@avg.com
Dear Mr ***
We have received your Revdex.com dispute
We are very sorry to hear that you were unable to activate the
product that you purchasedAs the code had not been used, we have created a new license number for youIt is as follows:
***
When you use this, please also register the number at our website, here:
http://www.avg.com/registration
This means that your account will be added to our customer database
Here are instructions on how to download and install the latest version:
http://support.avg.com/SupportArticleView?urlname=Download-and-install-AVG-AntiV...⇄ /> We hope that this resolves your issueIf you have any further problems, you can contact us via our website, here:
https://support.avg.com/support_contact_form
***
Escalation Specialist
Customer Care
AVG Technologies CZ, s.r.oavg.com
*** 2/4, XXX XX Brno, Czech Republic
T: +XXX XXX XXX XXX
E: ***@avg.com
Delivering products and services to make our digital lives easier
to secure, simpler to navigate and more enjoyable to experience
Initial Consumer Rebuttal /* (2000, 7, 2015/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would like to thank AVG for supplying a new license for their ISS product

Initial Business Response /* (1000, 5, 2015/04/17) */
Dear Ms***,
I am truly sorry to hear of the experience you have described and commend you for consulting the issue elsewhere before making the payment over the phone
As the nature of your experience is not in line with AVG
practices at all, I decided to do some investigating into the number that you dialed: X-XXX-XXX-XXXXI was able to locate a company called PC Sol (http://1800pcsol.co/), who actually have no affiliation with AVG whatsoeverIn fact, they even have a disclaimer as follows on their website:
Disclaimer: We are an INDEPENDENT SERVICE provider for software related issues in desktops, laptops, and peripheralsWe provide services through our pool of trained specialists and experts who are certified by leading technology companiesWe hereby, disclaim any association, affiliation - Direct or Indirect, or representation in any form, of any such brand, product or serviceIf your product is under warranty, the repair service maybe available free from the respective vendor
Unfortunately for both AVG and our customers, this disclaimer is enough to prevent us from being able to take legal action against them, even though the information on the website and the way it is portrayed in Google searches is somewhat misleadingI was also able to find separate support sites with the same number for at least other anti-virus providers
If you still have trouble installing your AVG Internet Security please contact me directly at ***@avg.com and I will be more than happy to arrange for a technician from AVG to connect to your machine and solve this free of charge
Furthermore, due to the unpleasant nature of the situation you encountered and as a way of assisting you with any financial burdens you imposed as a result, I would like to offer you a free month extension to your AVG Internet Security licensePlease come back to me (again at ***@avg.com) so we can get this extended license active on your PC
Again, I am sorry to hear that you came head to head with a fraudulent organization but strongly believe you made the right choice in consulting the matter to avoid extortionate chargesPlease do not hold AVG accountable for the actions of this company
Sincerely,
*** ***
AVG Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response, Please cancal this subscription
Final Business Response /* (4000, 9, 2015/04/28) */
The refund of $has been issuedOur merchant bank is in Europe, so it may take a few extra days for the funds to appear on your account
Kind regards
AVG Customer Care

Initial Business Response /* (1000, 5, 2014/05/21) */
Dear Ms***,
I'm contacting you in regards to Revdex.com CASE#: XXXXXXXX
I understand how frustrating it could be to see an unexpected charge on your bank accountI'm also really sorry about your experience when trying to contact us
regarding this matterI'm here to help you sort this out as quickly as possible
After checking our records, I can inform you that your license was automatically renewed as per license agreement when purchasing the expiring licenseWe have also sent two automatic renewal notifications on 16th of March to your mailbox however it looks like they have either been marked as spam or lost on the way by one of the mail servers
The problem with phone line unavailability would require more input, such as phone number and time/date you have called to find out what exactly happened, whether it was line maintenance or an incorrect phone numberHowever our lines are open 24/and current phone numbers as well as other options are available at http://www.avg.com/support
I would like to inform you that your refund request has been processed and you should have received confirmation as well as more details in a separate e-mail
I can understand the situation you have found yourself in is unpleasant and apologize for the misunderstanding in this case
Please let me know if you are satisfied with this resolution or if you have any other concerns
With warm regards,
AVG Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2014/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to be taken out of their system completelyI do not want a repeat of thisPlease take me out of your systemI do not want this to happen again
Final Business Response /* (4000, 9, 2014/06/09) */
Dear Ms***,
I would like to confirm that there is no automatic renewal active on your AVG account
Note that there is still one license for AVG Internet Security (active till 15th of September 2014) registered under you account therefore we have not removed you from the databaseHowever if you really wish to be removed and want to lose active license then please confirm it here or contact us at http://www.avg.com/support
With regards,
AVG Customer Care

Hello ***,
Thank you for contacting us regarding this issue
We would like to inform you that AVG is a subscription service and we are trying to do our best to make this maximally clear at the time of the purchasePlease be also informed that this issue has been shared with our product managers
and they will consider some future changes
As the outcome we are happy to inform you that your order has been already refundedHowever it may take up to weeks for this to be displayed on your billing statementThis is due to the length of time taken for the banks to handle the refund request
Please do not hesitate to contact us againThank you for your cooperation
Best regards,
*** ***
AVG Escalation team

Initial Business Response /* (1000, 7, 2015/05/07) */
Contact Name and Title: *** ***, Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: ***@avg.com
My colleague *** *** has already asked Ms ***, on 4/23/2015, for some form of proof of purchase, as we
have only got a record of one (1) payment from Ms ***:
US $
Transaction ID: XX-XXXXXXX
Transaction date: *** (GMT)
As far as we can see this is all she has paid us this year and we have already refunded it
If Ms *** can demonstrate that the additional amount that she is claiming is in addition to the above payment and provide us with the information to enable us to trace it, we will be happy to refund the money
*** ***
Escalation Specialist
Customer Care
AVG *** *** s.r.oavg.com
*** 2/4, XXX XX *** *** Republic
T: +XXX XXX XXX XXX
E: ***@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 informationIf 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 messageWe reserve the right to read any e-mail or attachment entering or leaving our systems from any source without prior notice

I have used this service for a few years, it has gotten unbearably slow and the support is now even slower to respond I am unable to use the service and now HMA and AVG are refusing to refund the amount that I paid a year in advance to use I will no longer be doing business with these terrible companies and I suggest that anyone giving them business stop also All of my friends and family have been alerted as to these scam artists and their unacceptable business practices
Do not use this service if you want to have a good experience and get your money's worthThere are many other service to use which are so much better!

Initial Business Response /* (1000, 5, 2014/08/08) */
Dear Mr***,
I'm truly sorry to hear about your experience with the AVGI would like to assure you that I will do my best to resolve this situation to your satisfaction
I have reviewed our records, unfortunately I have not found
any communication associated with your e-mail address (filled in this Revdex.com complaint)Could you please send me any case number or contact details you have used with communicating with our supportI'd like to review them so we can learn from it and improve our services
Based on our database, your license number associated with order XX-XXXXXXX is valid till 29th of May After consideration of all facts I would like to offer you free extension of your license for another months as a compensation for your experienceAlso, I will arrange remote connection with our technician who will install and activate your AVG remotely for you as a good will gesture
Please let me know if proposed resolution works for you or if you have any other concerns
With warm regards,
*** ***
AVG Quality Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The email associated with this issue and with order # XX-XXXXXXX is my sister's email ***@yahoo.comThe response from AVG is unacceptable as I have had the same issue on two separate occasions and have already installed different security softwareI will settle for a refund of $which is the remaining year of the two year license
Final Business Response /* (4000, 24, 2014/10/06) */
We have finally identified correct card used for the purchase and agreed with customer on the details of the refund
Refund was processes and sent to the card used for purchase todayHowever it may take up to 6-day to finish the transaction
With regards,
*** ***
Quality Manager
Final Consumer Response /* (2000, 30, 2015/02/04) */
2-4-
Sent via email:
My sister informed me we finally received a refund after a very long delay
*** ***

Initial Business Response /* (1000, 7, 2014/11/27) */
Dear Mr***,
I am sorry to hear that you were unable to get your copy of AVG Internet Security working and that the process to get you a refund was so lengthy
I can assure you that a refund for the product will be issued to
you today
Again, we apologize for the hassle and inconvenience this has caused you
Kind regards
AVG Customer Care
Initial Consumer Rebuttal /* (3000, 9, 2014/12/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So far I did not see any refund!
I'm sorry to say that words are one thing the action behind the words is a total different one! (As the past and my long journey here showed)
As soon as I see the refund I will post a positive response & that the issue can be considered as solved