We regret that you are unsatisfied with our products or service and have already issued a refund for the 2 additional months and apologize for any misunderstanding. MacKeeper provides live customer support and a toolbox of utility software applications on a subscription basis. MacKeeper has 13...
million active users who have not experienced any of the same issues described as "wreaking havoc". If the software did not function as described we would have millions of refunds and as of now we have an average refund rate of 3%. We do care about the service we provide and our customers and we will monitor this agent and review the communications of this case to see of they need additional training or have pressured the customer in any way. Our software offers tools for cleaning, security, and optimization and has no ability to corrupt or delete any important system files, it is just not programmed for the possibility of deleting or altering important files, folders or documents. The problems you may be experience could be a hardware related issue or software conflict and should be checked by a technical computer repair professional. Thank you for reaching out to us and once again we are sorry for any negative experience you have had using our service or software. J. F[redacted] MacKeeper Customer Communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11499492, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provideif details of why you are not satisfied with this resolution.]1. Sadly the business forgets to mention, Apple faces the repercussions 2. Your sales person lied. I will have those chat logs subpoened 3. You state 13 million clients, but have no evidence except your word. Which in point 2, states is useless. 4. You fail to mention, I only had issues with my hd after you. Not before. I wanted more space before, and to migrate. 5. Your product is shady, unethical, and causes problems. 6. The forum is actually offering free, not your competitor service. 7. Apple deals with fall out from you. 8. Opened out of the box mac, found "critical issues." 9. Causing a problem, just to "fix" it, is unethical 10. You refunded the charges you charged and I did not authorize I piint blank made that clear. Your unauthorized charges cost me fees . They caused me fees because they were not AUTHORIZED 11. There are two lawsuits pending. You are unethical. One is a class action. I will research. Your refusal to fix your practices, is a consumer advocate issue. I will not give up. 12. Your reveiws were planted- or 'astroturfed.' 13. You are defrauding people. 14. You should be spending your resources re educating your staff, not blaming the competitor. I will now be researching this issue, and writing an evidence based article about it please ferl free to send me any proof of your "13 million" happy customers. Also my sources will be checking their validity. 15. I will be employing in my efforts many orher people defrauded, and upset that you defrauded, 3% refund rate is not accurate. I am guessing 1/2 of the people you charge do not realize you ate the cause of their issues 16. If you are so ethical, you should have nothing to fear. However, I have caught you in multiple lies 17. I stated no contract, you charged me an inflated price, incurred fees, and caused apple to fix this mess. 18. It is too bad that you cannot admit your wrong doing. As stated earlier, if you choose to not settle, I will employ every advocate I know to research your company. However many times the company has changed hands you cannot defraud the people in this manner. This is wrong Please do not send any more empty promises. You not refunding me the charges, your company caused with unethical charges, is wrong. I am asking for simply my charges to be refunded. My bbank states, that rhis is a billing issue. I cannot refute them the most egregious part is that I got a 'cancellation of membership notice yesterday am. I will find those screen shots. I screen shot rverything. I will prove your lack of ethical business practices. Please note, this is my escalation of this matter. [redacted]
Regards,
Jenny Leverson
Our software has been independently verified as a trusted antivirus and works as described. We apologize if there were any misunderstandings or technical difficulties with our support and we have not heard any other complaints about this issue. If the refund process has already been started with...
PayPal the customer must wait until that process is complete. Our refund policy makes it easy but the customer must request the refund from our customer support. We will be happy to help but PayPal will issue the refund and there is nothing we can do.
We have searched our records and the name and email do not match the cr provided. The cr provided is for a [redacted] and there are no notes on the account indicating the customer is unhappy. We strive to make sure that our customers are happy with the products and...
services we provide. We would kindly ask that [redacted] provide us with any additional information that could help us identify the account because that name and email are not in our customer records. Once provided with that information we will be happy to help. Respectfully, Jeremiah F[redacted]MacKeeper
Hello, We regret that any customer is unhappy with our products or services. The price to have a certified IT professional fix a computer issue is expensive and we believe that 24 months of service is a reasonable market rate. The service we provide is not fraudulent or malware and is used by...
millions of people around the world. I am researching the details of this case and will update my findings after speaking with the agent to determine what work was done. Respectfully, [redacted] MacKeeper
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11411582, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I did everything they said and I'm still getting the pop ups!
Regards,
[redacted]
We have refunded the customer's payment and regret that they were unhappy with our products and services. The customer bought the service in March and requested a refund in November (8 months). The full amount has been refunded.
Hello [redacted]thank you for following up with us. I have forwarded your claim to one of our support specialists, so he/she will be with you shorty to help you with your issue. Please let me know if you still experiencing troubles with browsing.Best regards,[redacted]MacKeeper Communications [email protected]
Hello, sorry to hear that you have any trouble with our software or service. MacKeeper does have an antivirus program but it needs to be activated and initiated by the user. MacKeeper has be independently verified to be stable. If you see "pop up ads from MacKeeper" these are shown by advertising...
networks on your favorite websites that target your operating system and not MacKeeper.It is not logical to show MacKeeper ads to a paying customer who already has the software. Slowdowns can occur from many different sources including your internet browser, or other applications that use a large amount of memory. We do offer remote assistance packages as an additional fee and customer support is a core part of our business however we do not pressure customers and the prices are based on the market rate for technical support. "I found about eight different malware in my computer system and it was all from MacKeeper" many malware scans identify a "false positive" or flag other security programs such as MacKeeper. We object to calling our product or services "a scam" or imply that we are involved in criminal activity by claiming we are "stealing money from innocent and unsuspecting people". We offer full refunds and will be happy to help you, please contact support for your refund. Thank you, MacKeeper Communications Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11091099, and find that this resolution is satisfactory to me.
Regards,
[redacted]
According to our refund department we have made a full refund of all 3 payments. We never raised the price and the original cost included a 20% discount applied to the first month. The contract is a simple license agreement and is defined in our EULA and similar to every software application on the market. We refunded everything paid during the time the customer used our products and services. In the chat logs the customer admits there were problems with the computer before using our services and stated that Apple (the maker of the computer) was unable to help her. The customer said she was purchasing our service for security and assistance migrating data. Based on these statements, it is our belief that any problems with the machine existed before purchasing and are unrelated to the MacKeeper software. It is unfortunate that any fees were charged by the customer's bank, but many banks offer online and mobile banking apps to monitor the account balance in real-time and send notifications when the account falls below a certain amount. Also, many banks allow users to opt out of the overdraft protection they offer to avoid such charges. It is not a common practice in any industry to reimburse for charges such as overdraft fees or 3rd party services or applications if the customer is unhappy and requests a refund. We sincerely apologize for the inconvenience and we have made every reasonable effort to fulfill our refund policy to the customer by returning the entire amount paid for MacKeeper.
Hello, sorry to hear that you have trouble with your browsing experience. If you see "pop up ads from MacKeeper" these are shown by advertising networks on your favorite websites that target your operating system and not MacKeeper. No matter how annoying it may seem, advertising is...
just a way for any company to inform its customers about a product or a service. In that way MacKeeper™ does not differ from other companies that use online advertising. Though, it is one of the largest buyers of ad traffic that targets the Mac OS operating system. It buys traffic from multiple advertising companies like everyone else.If you still experience problems with seeing pop-up ads, please visit https://mackeeper.com/remove-ads to find out more or contact our support at [email protected]. Thank you,MacKeeper Communications Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11499492, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not need a detailing of what your systems does. I know what it does, it deleted key files. There are countless people with the same issues. You refunded me the two months I did not authorize. Sadly, those two months incurred fees. I am now unable to use my pages program. You destroyed the registry file. I will be getting it looked at by a professional. Your sales staff lied. I will find the screen shot of this if you are unable to pull the chat transcript. I find too many unethical companies, therefore I addressed these concerns prior to purchase. 1. You raised the price, making it difficult to find on my statement. 2. You lied--Your sales person said no contract. You pay for your positive reviews. https://discussions.apple.com/docs/DOC-30363. Your blanket sales and apology are not sincere. 4. You owe me so much more than what I am seeking. I will escalate if need be.
Regards,
[redacted]
According to our records a full refund has been submitted and is in progress. We are sorry for any understanding and are sorry that the customer experienced any problems with our services or with their computer. MacKeeper has been independently tested and is a fully functional application that on...
it's own can not damage or harm the machine in any way.
Hello [redacted]Sorry to hear that. Our support specialist will contact you again to clarify any issues you may have. In the meantime please make sure you have downloaded and installed AdBlock for your browser, this might solve your problem. Please consider AdBlock depending on what type of browser you use.Best,[redacted]
We regret that you are unsatisfied with our products or service and have already issued a refund for the 2 additional months and apologize for any misunderstanding. MacKeeper provides live customer support and a toolbox of utility software applications on a subscription basis. MacKeeper has 13...
million active users who have not experienced any of the same issues described as "wreaking havoc". If the software did not function as described we would have millions of refunds and as of now we have an average refund rate of 3%. We do care about the service we provide and our customers and we will monitor this agent and review the communications of this case to see of they need additional training or have pressured the customer in any way. Our software offers tools for cleaning, security, and optimization and has no ability to corrupt or delete any important system files, it is just not programmed for the possibility of deleting or altering important files, folders or documents. The problems you may be experience could be a hardware related issue or software conflict and should be checked by a technical computer repair professional. Thank you for reaching out to us and once again we are sorry for any negative experience you have had using our service or software. J. F[redacted] MacKeeper Customer Communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11499492, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provideif details of why you are not satisfied with this resolution.]1. Sadly the business forgets to mention, Apple faces the repercussions 2. Your sales person lied. I will have those chat logs subpoened 3. You state 13 million clients, but have no evidence except your word. Which in point 2, states is useless. 4. You fail to mention, I only had issues with my hd after you. Not before. I wanted more space before, and to migrate. 5. Your product is shady, unethical, and causes problems. 6. The forum is actually offering free, not your competitor service. 7. Apple deals with fall out from you. 8. Opened out of the box mac, found "critical issues." 9. Causing a problem, just to "fix" it, is unethical 10. You refunded the charges you charged and I did not authorize I piint blank made that clear. Your unauthorized charges cost me fees . They caused me fees because they were not AUTHORIZED 11. There are two lawsuits pending. You are unethical. One is a class action. I will research. Your refusal to fix your practices, is a consumer advocate issue. I will not give up. 12. Your reveiws were planted- or 'astroturfed.' 13. You are defrauding people. 14. You should be spending your resources re educating your staff, not blaming the competitor. I will now be researching this issue, and writing an evidence based article about it please ferl free to send me any proof of your "13 million" happy customers. Also my sources will be checking their validity. 15. I will be employing in my efforts many orher people defrauded, and upset that you defrauded, 3% refund rate is not accurate. I am guessing 1/2 of the people you charge do not realize you ate the cause of their issues 16. If you are so ethical, you should have nothing to fear. However, I have caught you in multiple lies 17. I stated no contract, you charged me an inflated price, incurred fees, and caused apple to fix this mess. 18. It is too bad that you cannot admit your wrong doing. As stated earlier, if you choose to not settle, I will employ every advocate I know to research your company. However many times the company has changed hands you cannot defraud the people in this manner. This is wrong Please do not send any more empty promises. You not refunding me the charges, your company caused with unethical charges, is wrong. I am asking for simply my charges to be refunded. My bbank states, that rhis is a billing issue. I cannot refute them the most egregious part is that I got a 'cancellation of membership notice yesterday am. I will find those screen shots. I screen shot rverything. I will prove your lack of ethical business practices. Please note, this is my escalation of this matter. [redacted]
Regards,
Jenny Leverson
Our software has been independently verified as a trusted antivirus and works as described. We apologize if there were any misunderstandings or technical difficulties with our support and we have not heard any other complaints about this issue. If the refund process has already been started with...
PayPal the customer must wait until that process is complete. Our refund policy makes it easy but the customer must request the refund from our customer support. We will be happy to help but PayPal will issue the refund and there is nothing we can do.
We have searched our records and the name and email do not match the c
r provided. The c
r provided is for a [redacted] and there are no notes on the account indicating the customer is unhappy. We strive to make sure that our customers are happy with the products and...
services we provide. We would kindly ask that [redacted] provide us with any additional information that could help us identify the account because that name and email are not in our customer records. Once provided with that information we will be happy to help. Respectfully, Jeremiah F[redacted]MacKeeper
Hello, We regret that any customer is unhappy with our products or services. The price to have a certified IT professional fix a computer issue is expensive and we believe that 24 months of service is a reasonable market rate. The service we provide is not fraudulent or malware and is used by...
millions of people around the world. I am researching the details of this case and will update my findings after speaking with the agent to determine what work was done. Respectfully, [redacted] MacKeeper
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11411582, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I did everything they said and I'm still getting the pop ups!
Regards,
[redacted]
We have refunded the customer's payment and regret that they were unhappy with our products and services. The customer bought the service in March and requested a refund in November (8 months). The full amount has been refunded.
Hello [redacted]thank you for following up with us. I have forwarded your claim to one of our support specialists, so he/she will be with you shorty to help you with your issue. Please let me know if you still experiencing troubles with browsing.Best regards,[redacted]MacKeeper Communications [email protected]
Hello, sorry to hear that you have any trouble with our software or service. MacKeeper does have an antivirus program but it needs to be activated and initiated by the user. MacKeeper has be independently verified to be stable. If you see "pop up ads from MacKeeper" these are shown by advertising...
networks on your favorite websites that target your operating system and not MacKeeper.It is not logical to show MacKeeper ads to a paying customer who already has the software. Slowdowns can occur from many different sources including your internet browser, or other applications that use a large amount of memory. We do offer remote assistance packages as an additional fee and customer support is a core part of our business however we do not pressure customers and the prices are based on the market rate for technical support. "I found about eight different malware in my computer system and it was all from MacKeeper" many malware scans identify a "false positive" or flag other security programs such as MacKeeper. We object to calling our product or services "a scam" or imply that we are involved in criminal activity by claiming we are "stealing money from innocent and unsuspecting people". We offer full refunds and will be happy to help you, please contact support for your refund. Thank you, MacKeeper Communications Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11091099, and find that this resolution is satisfactory to me.
Regards,
[redacted]
According to our refund department we have made a full refund of all 3 payments. We never raised the price and the original cost included a 20% discount applied to the first month. The contract is a simple license agreement and is defined in our EULA and similar to every software application on the market. We refunded everything paid during the time the customer used our products and services. In the chat logs the customer admits there were problems with the computer before using our services and stated that Apple (the maker of the computer) was unable to help her. The customer said she was purchasing our service for security and assistance migrating data. Based on these statements, it is our belief that any problems with the machine existed before purchasing and are unrelated to the MacKeeper software. It is unfortunate that any fees were charged by the customer's bank, but many banks offer online and mobile banking apps to monitor the account balance in real-time and send notifications when the account falls below a certain amount. Also, many banks allow users to opt out of the overdraft protection they offer to avoid such charges. It is not a common practice in any industry to reimburse for charges such as overdraft fees or 3rd party services or applications if the customer is unhappy and requests a refund. We sincerely apologize for the inconvenience and we have made every reasonable effort to fulfill our refund policy to the customer by returning the entire amount paid for MacKeeper.
Hello, sorry to hear that you have trouble with your browsing experience. If you see "pop up ads from MacKeeper" these are shown by advertising networks on your favorite websites that target your operating system and not MacKeeper. No matter how annoying it may seem, advertising is...
just a way for any company to inform its customers about a product or a service. In that way MacKeeper™ does not differ from other companies that use online advertising. Though, it is one of the largest buyers of ad traffic that targets the Mac OS operating system. It buys traffic from multiple advertising companies like everyone else.If you still experience problems with seeing pop-up ads, please visit https://mackeeper.com/remove-ads to find out more or contact our support at [email protected]. Thank you,MacKeeper Communications Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11499492, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not need a detailing of what your systems does. I know what it does, it deleted key files. There are countless people with the same issues. You refunded me the two months I did not authorize. Sadly, those two months incurred fees. I am now unable to use my pages program. You destroyed the registry file. I will be getting it looked at by a professional. Your sales staff lied. I will find the screen shot of this if you are unable to pull the chat transcript. I find too many unethical companies, therefore I addressed these concerns prior to purchase. 1. You raised the price, making it difficult to find on my statement. 2. You lied--Your sales person said no contract. You pay for your positive reviews. https://discussions.apple.com/docs/DOC-30363. Your blanket sales and apology are not sincere. 4. You owe me so much more than what I am seeking. I will escalate if need be.
Regards,
[redacted]
According to our records a full refund has been submitted and is in progress. We are sorry for any understanding and are sorry that the customer experienced any problems with our services or with their computer. MacKeeper has been independently tested and is a fully functional application that on...
it's own can not damage or harm the machine in any way.
Hello [redacted]Sorry to hear that. Our support specialist will contact you again to clarify any issues you may have. In the meantime please make sure you have downloaded and installed AdBlock for your browser, this might solve your problem. Please consider AdBlock depending on what type of browser you use.Best,[redacted]