We regret that you are unsatisfied with our products or service and have already issued a refund for the additional months and apologize for any misunderstandingMacKeeper provides live customer support and a toolbox of utility software applications on a subscription basisMacKeeper has 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 wayOur 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 documentsThe problems you may be experience could be a hardware related issue or software conflict and should be checked by a technical computer repair professionalThank you for reaching out to us and once again we are sorry for any negative experience you have had using our service or software JF* MacKeeper Customer Communications
We have searched our records and the name and email do not match the cr providedThe cr provided is for a [redacted] and there are no notes on the account indicating the customer is unhappyWe strive to make sure that our customers are happy with the products and services we provideWe 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 recordsOnce provided with that information we will be happy to help Respectfully, Jeremiah F*MacKeeper
Hello, We regret that any customer is unhappy with our products or servicesThe price to have a certified IT professional fix a computer issue is expensive and we believe that months of service is a reasonable market rateThe service we provide is not fraudulent or malware and is used by millions of people around the worldI 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]
Our software has been independently verified as a trusted antivirus and works as describedWe apologize if there were any misunderstandings or technical difficulties with our support and we have not heard any other complaints about this issueIf the refund process has already been started with PayPal the customer must wait until that process is completeOur refund policy makes it easy but the customer must request the refund from our customer supportWe will be happy to help but PayPal will issue the refund and there is nothing we can do
We have refunded the customer's payment and regret that they were unhappy with our products and servicesThe customer bought the service in March and requested a refund in November (months)The full amount has been refunded
Hello, sorry to hear that you have any trouble with our software or serviceMacKeeper does have an antivirus program but it needs to be activated and initiated by the userMacKeeper has be independently verified to be stableIf 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 softwareSlowdowns can occur from many different sources including your internet browser, or other applications that use a large amount of memoryWe 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 "positive" or flag other security programs such as MacKeeperWe 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 refundThank you, MacKeeper Communications Team
Hello, sorry to hear that you have trouble with your browsing experienceIf 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 serviceIn that way MacKeeper™ does not differ from other companies that use online advertisingThough, it is one of the largest buyers of ad traffic that targets the Mac OS operating systemIt buys traffic from multiple advertising companies like everyone else.If you still experience problems with seeing pads, please visit https://mackeeper.com/remove-ads to find out more or contact our support at [email protected] 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] ***
Hello [redacted] Sorry to hear thatOur support specialist will contact you again to clarify any issues you may haveIn the meantime please make sure you have downloaded and installed AdBlock for your browser, this might solve your problemPlease consider AdBlock depending on what type of browser you use.Best,***
Revdex.com: At this time, my complaint, ID regarding Kromtech Alliance corphas been resolved (By clicking "OK", your complaint will be closed as Resolved.) Sincerely, [redacted]
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 You raised the price, making it difficult to find on my statement You lied--Your sales person said no contract You pay for your positive reviews https://discussions.apple.com/docs/DOC- Your blanket sales and apology are not sincere You owe me so much more than what I am seeking I will escalate if need be Regards, [redacted]
MacKeeper cares about our customers and even those who dislike our services and this is why we give full refunds and are willing to go the extra mile to try and find a resolution to each and every disputeIn every industry there are people who like and do not like certain products and we accept and respect thatMacKeeper simplifies complex tasks and combines multiple applications for cleaning, security, and optimization and some advanced users in the Apple community who can perform complex actions do not find value in the software because it is below their technical abilities and they post negative contentQuoting an anonymous forum where anyone with an email address can post is not a factual claim and does not reflect the views of AppleThe link thesafemac.com/ongoing-mackeeper-fraud is a biased critic who works for a direct competitor and has not offered any evidence of his claims beyond small independent blogs, anonymous forum posts, and his personal opinionWe have reached out to him on multiple occasions to test MacKeeper and give an honest assessment that would allow him to say exactly what he does not like, but he has never repliedHe has even taunted us publicly for reaching out to himThe bad part about this is despite it lacking any facts whatsoever, others have quoted or referenced this article as if it were true and factual.We are sorry for the inconvenience and we have refunded all money the customer paid and as mentioned in the previous email: we do not pay for 3rd party services, fees, independent research, or additional applicationsAlso included in the previous response was that the customer mentioned the fact that her computer had preexisting problems that even Apple could not assist withWe have made every reasonable attempt to satisfy the misunderstanding and provide a full refundWe regret that any customer has a negative experience and we are proud to service the accounts of nearly million active MacKeeper users who find value in our products and services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10957969, and find that this resolution is satisfactory to meI have eventually received a refund - HOWEVER - I had to respond to a Company email saying it would be "partially refunded" with a GREAT DEAL and discount IF I DID NOT want to accept that generous offer, I was to reply with my choice? Yes - I did get my money back
Regards,
*** ***
Dear ***,Thank you for reaching outI have forwarded your request to the refund team.Our sales representative should contact you in the next 24-hoursPlease let me know directly at [email protected] if you have not heard from him/her yet.Thank you again for choosing MacKeeper.Best regards,Bob
D***Communication Officer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12135123, and find that this resolution is satisfactory to me.
Regards,
*** ***
Dear *** Thank you for contacting us. Please accept our apologies for any inconvenience I have been advised that we have already issued a refund for your order *** Your account will be credited shortlyPlease note, due to differences in processing times by
the major credit card issuing banks, in some instances, refund times may extend up to five business daysThe credit return will be posted to your account and appear on your next bank statement. Please note that MacKeeper is not a part of Apple companyKromtech Alliance Corpis an independent software developer that has never advertised itself as an Apple company security softwareRegarding lawsuit you have mentioned in your correspondence, let me assure you that Kromtech Alliance, as new owners of MacKeeper, welcome this closure so that we can move forward with our own development of the brand and the offeringKromtech Alliance was not involved in the lawsuit in any way. Please find more information here: https://mackeeper.com/settlementShould you need any further assistance or clarification, please let us know. Kind regards, Kromtech Customer Support Team
We regret that any customer is unhappy with our products or services and we always try to help customers in any way we canOur products have been independently verified and reviewed to work as described and not "mess up" any user's computerThe complaint that the agent lied is also not accurate
Each of our agents is Apple CertifiedApple certification programs are IT professional certifications for Apple IncproductsThey are designed to create a high level of technical proficiency among Macintosh service technicians, help desk support, technical support, system administrators, and professional users. After reviewing the support chat log with the customer there was never any complaint or refund request
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.The fact that you even have an entire page explain why MacKeeper ads are good means that Im not the only one that has complained about your shady advertising practicesI clicked ht elution that says "do not show MacKeeper ads for days" this only revolves my problem for daysit does not % resolve my issue with your popups being installed on my browser and computerI was considering giving Mac Keeper a try and this makes me NOT want to.You are an successful well known company, I am baffled that you have to resort to these business practices
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12006462, and find that this resolution is satisfactory to me.
Regards,
*** ***
We regret that you are unsatisfied with our products or service and have already issued a refund for the additional months and apologize for any misunderstandingMacKeeper provides live customer support and a toolbox of utility software applications on a subscription basisMacKeeper has 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 wayOur 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 documentsThe problems you may be experience could be a hardware related issue or software conflict and should be checked by a technical computer repair professionalThank you for reaching out to us and once again we are sorry for any negative experience you have had using our service or software JF
* MacKeeper Customer Communications
We have searched our records and the name and email do not match the c
r providedThe c
r provided is for a [redacted] and there are no notes on the account indicating the customer is unhappyWe strive to make sure that our customers are happy with the products and services we provideWe 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 recordsOnce provided with that information we will be happy to help Respectfully, Jeremiah F
*MacKeeper
Hello, We regret that any customer is unhappy with our products or servicesThe price to have a certified IT professional fix a computer issue is expensive and we believe that months of service is a reasonable market rateThe service we provide is not fraudulent or malware and is used by millions of people around the worldI 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]
Our software has been independently verified as a trusted antivirus and works as describedWe apologize if there were any misunderstandings or technical difficulties with our support and we have not heard any other complaints about this issueIf the refund process has already been started with PayPal the customer must wait until that process is completeOur refund policy makes it easy but the customer must request the refund from our customer supportWe will be happy to help but PayPal will issue the refund and there is nothing we can do
We have refunded the customer's payment and regret that they were unhappy with our products and servicesThe customer bought the service in March and requested a refund in November (months)The full amount has been refunded
Hello, sorry to hear that you have any trouble with our software or serviceMacKeeper does have an antivirus program but it needs to be activated and initiated by the userMacKeeper has be independently verified to be stableIf 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 softwareSlowdowns can occur from many different sources including your internet browser, or other applications that use a large amount of memoryWe 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 "positive" or flag other security programs such as MacKeeperWe 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 refundThank you, MacKeeper Communications Team
Hello, sorry to hear that you have trouble with your browsing experienceIf 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 serviceIn that way MacKeeper™ does not differ from other companies that use online advertisingThough, it is one of the largest buyers of ad traffic that targets the Mac OS operating systemIt buys traffic from multiple advertising companies like everyone else.If you still experience problems with seeing pads, please visit https://mackeeper.com/remove-ads to find out more or contact our support at [email protected] 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] ***
Hello [redacted] Sorry to hear thatOur support specialist will contact you again to clarify any issues you may haveIn the meantime please make sure you have downloaded and installed AdBlock for your browser, this might solve your problemPlease consider AdBlock depending on what type of browser you use.Best,***
Revdex.com: At this time, my complaint, ID regarding Kromtech Alliance corphas been resolved (By clicking "OK", your complaint will be closed as Resolved.) Sincerely, [redacted]
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 You raised the price, making it difficult to find on my statement You lied--Your sales person said no contract You pay for your positive reviews https://discussions.apple.com/docs/DOC- Your blanket sales and apology are not sincere You owe me so much more than what I am seeking I will escalate if need be Regards, [redacted]
MacKeeper cares about our customers and even those who dislike our services and this is why we give full refunds and are willing to go the extra mile to try and find a resolution to each and every disputeIn every industry there are people who like and do not like certain products and we accept and respect thatMacKeeper simplifies complex tasks and combines multiple applications for cleaning, security, and optimization and some advanced users in the Apple community who can perform complex actions do not find value in the software because it is below their technical abilities and they post negative contentQuoting an anonymous forum where anyone with an email address can post is not a factual claim and does not reflect the views of AppleThe link thesafemac.com/ongoing-mackeeper-fraud is a biased critic who works for a direct competitor and has not offered any evidence of his claims beyond small independent blogs, anonymous forum posts, and his personal opinionWe have reached out to him on multiple occasions to test MacKeeper and give an honest assessment that would allow him to say exactly what he does not like, but he has never repliedHe has even taunted us publicly for reaching out to himThe bad part about this is despite it lacking any facts whatsoever, others have quoted or referenced this article as if it were true and factual.We are sorry for the inconvenience and we have refunded all money the customer paid and as mentioned in the previous email: we do not pay for 3rd party services, fees, independent research, or additional applicationsAlso included in the previous response was that the customer mentioned the fact that her computer had preexisting problems that even Apple could not assist withWe have made every reasonable attempt to satisfy the misunderstanding and provide a full refundWe regret that any customer has a negative experience and we are proud to service the accounts of nearly million active MacKeeper users who find value in our products and services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10957969, and find that this resolution is satisfactory to meI have eventually received a refund - HOWEVER - I had to respond to a Company email saying it would be "partially refunded" with a GREAT DEAL and discount IF I DID NOT want to accept that generous offer, I was to reply with my choice? Yes - I did get my money back
Regards,
*** ***
Dear ***,Thank you for reaching outI have forwarded your request to the refund team.Our sales representative should contact you in the next 24-hoursPlease let me know directly at [email protected] if you have not heard from him/her yet.Thank you again for choosing MacKeeper.Best regards,Bob
D***Communication Officer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12135123, and find that this resolution is satisfactory to me.
Regards,
*** ***
Dear *** Thank you for contacting us. Please accept our apologies for any inconvenience I have been advised that we have already issued a refund for your order *** Your account will be credited shortlyPlease note, due to differences in processing times by
the major credit card issuing banks, in some instances, refund times may extend up to five business daysThe credit return will be posted to your account and appear on your next bank statement. Please note that MacKeeper is not a part of Apple companyKromtech Alliance Corpis an independent software developer that has never advertised itself as an Apple company security softwareRegarding lawsuit you have mentioned in your correspondence, let me assure you that Kromtech Alliance, as new owners of MacKeeper, welcome this closure so that we can move forward with our own development of the brand and the offeringKromtech Alliance was not involved in the lawsuit in any way. Please find more information here: https://mackeeper.com/settlementShould you need any further assistance or clarification, please let us know. Kind regards, Kromtech Customer Support Team
We regret that any customer is unhappy with our products or services and we always try to help customers in any way we canOur products have been independently verified and reviewed to work as described and not "mess up" any user's computerThe complaint that the agent lied is also not accurate
Each of our agents is Apple CertifiedApple certification programs are IT professional certifications for Apple IncproductsThey are designed to create a high level of technical proficiency among Macintosh service technicians, help desk support, technical support, system administrators, and professional users. After reviewing the support chat log with the customer there was never any complaint or refund request
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.The fact that you even have an entire page explain why MacKeeper ads are good means that Im not the only one that has complained about your shady advertising practicesI clicked ht elution that says "do not show MacKeeper ads for days" this only revolves my problem for daysit does not % resolve my issue with your popups being installed on my browser and computerI was considering giving Mac Keeper a try and this makes me NOT want to.You are an successful well known company, I am baffled that you have to resort to these business practices
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12006462, and find that this resolution is satisfactory to me.
Regards,
*** ***