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Impossible to Cancel Automatic Annual Renewal Fee
Posted by MelissaK on 03/08/2010
SAN FRANCISCO, CALIFORNIA -- If you purchase a software license from PC Tools, be advised that it will be difficult or impossible for you to cancel the $29.95 automatic renewal. The company's telephone number does not work, and email to support@pctools.com bounces back. The telephone number of the company's San Francisco office is also unlisted. I am unable to access my account online because the system claims not to recognize my email address, even though I just received an email from them.

I just filed a complaint with the Better Business Bureau, but the company is officially located in Ireland, so it will probably go nowhere.
     
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Posted by bargod on 2010-03-08:
Nothing is impossible... only mathmaticaly improbable. Call your CC company and tell not to put anymore charges through from these cowboys. Good info.
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PC Tools Rip Off
Posted by Ecyrba on 02/13/2009
PCTOOLS has so far charged me 3 times to renew a license that I didn't want. There are free tools that do a better job. They refunded my once but still have charged me twice more. This is another scam that a lot of disreputable companies are using to rob you.
     
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Posted by dlwharleyman on 2009-06-03:
After reading your complaint, I logged into my PCTools account, which was created when I purchased the product online, and found that my subscription was set to automatic renewal. I also found that there is a process within the account features to turn off automatic renewal, which I did.
Posted by Keep Them Responsible on 2009-12-07:
PC Tools (Registry Mechanic) renewed my subscription without my authorization. Yes, I did buy it the first time, but no, I did not want to renew it again. This is bad business practice, they should have emailed me to check if I wanted this subscription. These are hard times, and $29.95 on my account prevented me from buying food. Now they say it will be 5-10 business days to put the money back. Warning: never buy any computer tool online.
Posted by PepperElf on 2009-12-07:
sounds like you had your account set up for this


and there's no legal requirement for them to notify you on it if you had already authorized the account.


at least they are giving you the money back
Posted by Victor Williams on 2012-08-23:
I cannot get my license code I lost it! It is a ripoff
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Failure to deliver product
Posted by Frenchy001 on 09/10/2007
Beware

PC TOOLS products

I needed to update the Anti Virus program, and decided to search the internet on some of the more popular Anti Virus Programs on the market. One of them PC TOOLS, offered what I believed I could trust, and from a company I had used their products, even before WINDOWS became a company, back in the days of DOS when all computer operations, had to be done on mostly a command line, with a black and white monitor. Their products were helpful, so I decided to purchase
their version of an Anti Virus program.

I purchased two products, online and opted to use the 2 day shipment, along with the shipping of the actual CD’s, for their products. This was in July, 2007.

After three days, with no product, I sent an inquiry, which was replied with “Please allow 5 to 10 business days”. Unexcitable; after all I had paid for a 2 day delivery. Sent another inquiry, with a copy of the invoice, with no reply for several days.

When a reply came, I was informed that it could take up to two weeks, to get to the shipping department, then it would ship in the two days delivery which I paid for.

By the end of July, I still had not received any CD’s, and sent another query. So I don’t bore the reader with all the details, suffice to say that since then, I have sent several inquires to PC Tools.

The replies ranged from
1. “Please wait 5 to 10 business days”,
2. Please contact the SHIPPER about the problem,
3. Call the 800 number and talk to a tech support person. (Yeah, like I can understand that heavy foreign accent”,
4. Contact ELEMENT 5 for information
5. Contact PC Tools “My account” for information
6. Contact DITIGAL RIVER,

What am I an errand boy for PC Tools? If I’m to do THEIR legwork, then I need to be paid for their failure to provide what they advertise.

It is now the second week of SEPTEMBER, and still NO CD’s, only BS.

Why PC Tools expect their customers to do their work, I’ll never know. Nor why they investigate people they hire to do what they should be doing themselves.

DITIGAL RIVER has had multiple complaints filed against them with the Better Business Bureau, and has resolved them, according to the BBB report for that company.

ELEMENT 5 has continually refused to contact the BBB, or reply to the BBB’s request to provide information about complaints.

Why does it take a company based out of Minnesota, another based out of Ireland, yet another out of Germany, to get things done, is also very strange, not to mention these companies are a LLC type company. (Limited Liability Company). Shows just how creditable they feel about themselves, as a company.

The long and the short of it, is all you can expect from PC Tools, is a bunch of run around bull crap. You can certainly download their programs, from the internet, but pray that your computer doesn’t crash, and you need to re-install the program, without the CD(s).

FALSE advertising is a crime, but then if your not a high priced attorney, just what can the little guy do? They know this, and the Better Business Bureau, has NO TEETH. All they will do, is contact the company, and hope they respond. Just what good are
they.

My hope is that if I can do two things. One is to advise others of what they may well be up against, the other is to get enough notice, that PC Tools will finally do something about THEIR screw up’s and practices.



     
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Posted by Anonymous on 2007-09-10:
Good info … I vote very helpful.

I use Kaspersky Lab with Windows Vista. They work better than most commercial AV and use less system resources. You can download a free demo online.
http://www.kaspersky.com/
Posted by Anonymous on 2007-09-10:
Good review. I voted your review as being 'Very Helpful'.
Posted by Anonymous on 2007-09-10:
See if you can still file a chargeback on your credit card for non delivery. Good post.
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PC Tools Renewal with out consent
Posted by Stboxtel on 01/23/2012
Checked my bank account the other day and there was a renewal fee for $29.95 from Pc tools taken out that was tolly unauthorized. There is no way to phone PC tools and the email just bounces back. The company is stationed in Ireland so their is no way of going after them. If you have purchased any of their products go to your bank right away and put a stop payment to PC tools, or cancel your credit card and get a new one. You would never think that an Irish company would be this dishonest.Always beware of any companies online. I certainly learned my lesson about online software companies. From now on I will do my research and read the Terms and Conditions.
     
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Posted by ok4now on 2012-01-24:
I also took the bait with PC Tools / Registry Mechanic. Many businesses are now using this auto-renew practice so they don't loose customers. Consumer Reports also uses this deceitful trick. They do notify you prior to charging a renewal. Most people overlook this (they hope you do) and they get charged. Why would you ever give them access to your bank account? If you had used a C.C. you can always dispute the charge. Also read the fine print when you order any software/subscription service. Many times there is a box that you can delete the check to stop auto-renewals.

I'll make this quick. Registry Mechanic is worthless junk. Do NOT buy it. All they want is your money. Here's a better way. Download CCleaner for free. It will erase your Temp. Internet files, History, Cookies, Recently typed URL's, Index.dat Files, Recent Documents etc. It also has a Registry Cleaner that will Safely clean your registry. It's Free and works better than Registry Mechanic. Try it, you won't be disappointed.
Posted by jktshff1 on 2012-01-24:
There are several of these problems with on line companies.
You have to be sure to read the fine print carefully, look thru the terms and conditions carefully. Usually hidden somewhere deep is the option to opt out or in of the auto payment. I found that out with Sirus radio and was able to opt out with no problem after I did my reasearch, though I did keep it.
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No one to contact - no registration
Posted by Safetech69 on 11/23/2009
Purchased & downloaded on line version about 10:00 pm 11-22-2009. Receipt with registration code appeared on screen about 15 seconds and then shut down and rebooted system. My problem is you can't have a direct contact without registration code. I now have 12 hours tied up trying to remove 5 threats and 120 alerts. When I click on resend code they state being sent to registration email. Never happens although funds have cleared my bank account. I never received confirmation email. NEED HELP AND CAN'T GET.
     
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Posted by RestaurantGuy on 2009-11-24:
Hope this helps I took this from the website for them. If you have forgotten your license code you may locate it within any registered PC Tools product. To do so, open the PC Tools product, click on the 'Help' button and select 'About' from the menu that is displayed. A new window will appear showing the registered license details.

Once you have this you can go to this page and talk to them and they can help you. http://www.pctools.com/support/phone/
Posted by safetech69 on 2009-11-29:
Thats the rub. My computer rebooted before I could write down the number. I don't have a complete product although the money came out of my checking account. Without the registration number you can't contact them. I never received the email conformation I tried what you said "not Registered" thanks for input.
Posted by Anonymous on 2009-11-29:
Try sending an email explaining what happened to:

support@email.pctools.com
Posted by Anonymous on 2010-01-10:
Antivirus 2010 IS a virus. You got scammed AND infected your computer. I have spent the last couple years removing various versions of this virus off computers. It started with version 2005 I believe. It is a pain in the butt, but here you go:

http://www.bleepingcomputer.com/virus-removal/remove-antivirus-2010

You have to stop the process FIRST. And completely delete every file associated with the program. And never, ever, ever, ever fall for a website pop up that claims you have hundreds of virus' on your system yada yada.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
No help with help or live chat
Posted by Lied to james on 10/15/2012
Purchased Registry mechanic. Installed and it immediately wants me to renew the product. New computer and new program so no older versions are installed.

After several day of on line and self help in the help sections, still not working. Programs wants me to update but I can not up date because it wants a renewal. Online chat is useless as the tech to help has no clue. Keeps sending me to the self help section of the web site.

No help and a crippled program. Slowed the response of the computer considerably to opening up programs. The program also installed some other online communication software to send data back and forth. Possibly spy or other type, unknown.

After three days now I am slowly removing all traces of this software and considering my loss of $29.99 as very lucky. Considering I could have lost my entire computer to this.

Recommend a do not purchase. If you do, do it from a retail store and get a disk with the program on it. That way you pay only once. No auto renewal on any credit card.

This used to be a good product, but it is really gone down hill in the last two years. Now it is at rock bottom.
     
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Criminal behavior
Posted by Jaay on 03/18/2011
I wrote before about my concerns that this "business" that provides service to prevent viruses from gaining access to your computer might be doing some identity theft, although I have no way of proving it. After my first complaint in November, within a week I had to cancel my debit card because "someone" was making unauthorized debits from it. Last week I sent a complaint to the Better Business Bureau about pc tools and this week, coincidentally, there are unauthorized charged to the other debit card that this company had access to. Stay as far away from this company as possible.
     
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Poor customer service at best/criminal behavior at worst
Posted by Joycnm on 02/23/2011
Automatic renewal in Nov. 2010 caused me to be double-charged because I had already renewed prior to that date. I was put on hold for 10 minutes or more, TWICE and THEN disconnected. After at least 6 phone calls and talking to 2 people, I finally got a refund after 2 weeks. But, like others have said, they will not stop the automatic renewal, you must cancel your credit card. At that time they had a BBB rating of A +. Fast forward 4 months and they now have an F rating and have taken my computer hostage. I can't get on some of my regular websites because their software has "banned" these sites. Ironically, pc tools is also a website that is banned, so I can get no information, technical support or contact info. So, I stay on hold for 30 minutes and phones go unanswered. Suspiciously, the day after the above-mentioned phone call to demand a refund, I started getting "unauthorized debits" to my card--one being $2000 sent to Stockholm Sweden. A coincidence? Stay away from this unethical company. Anyone that goes from an A+ to F in 4 months should be avoided at all costs.
     
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Posted by MRM on 2011-02-23:
I cringe when people buy into subscription-based software. There are alot free softwares out there that are just as effective as the paid version.
Posted by Ted Reuther on 2011-05-19:
Anyone looking for a phone# for these criminals, THIS ONE WORKS
800-764-5783
I just got done talking to an actual person to CANCEL my account with them.
Posted by Lucas on 2011-06-24:
Stay away from this product and company it is a scam and once in you can not get your money back.
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Predatory Business Practice
Posted by Jumpingthruhoops on 02/18/2011
If you purchase a software license from PC Tools, be advised that it will be impossible for you to cancel the $29.95 automatic renewal even if you specify this as terms of your order. When the charge hit my credit card one year later, I asked for immediate confirmation they would reverse the charges in 24 hrs.

The operator stalled & then put me on "permanent hold." I have yet to receive "email confirmation" she claimed would be sent. I have disposed of the computer for which the license was purchased last March so this is irritating & forces me to replace my credit card.
     
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Posted by Alain on 2011-02-19:
I have to agree with you about these 'automatic renewals'. I don't want any company charging my card for something I didn't authorize. I've only had a few problems with companies renewing when I specifically removed their renewal check mark (which is usually there as a default in hopes you won't notice it) and, so far, I've been able to get a prompt refund to my account. Like you, I also stopped dealing with the companies that pulled the stunt.
Posted by jktshff1 on 2011-02-19:
McKafee did that to me, but refunded it willingly. I use MS Security Essentials.
Posted by ok4now on 2011-08-13:
Easy solution to this, use PayPal. They can't auto renew you because they don't have your C.C. number. I use this for all of my internet shopping. They can't make any unauthorized charges and it keeps you safe.
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No support and account not secure
Posted by Natoyarose on 11/17/2010
I would recommend caution in dealing with this company. I had/have no problem with the product but I do with the company and the security of accounts. I initially contacted them after the product subscription was renewed and it was apparent that I had not paid for it. I received a lot of emails from different customer support people who obviously could not read nor understand that I wanted to know how my subscription could be renewed if I hadn't done it. Never got an answer but I have received an email this morning saying they have cancelled my subscription and refunded my money although its too early to say if I have actually got any money back. That would be highly ironic as I didn't pay anything. I'm sure that if someone else finds their subscription cancelled and funds returned without knowing what has transpired they will be pretty confused. Overall I would rate this companies support as absolute crap and it would probably help if their support people could actually read and understand simple English. Its also ironic that a company with such a high profile for PC security has some very obvious internal problems with their accounts and subscription renewals.
     
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