- Report: #1331181
Complaint Review: System Mechanic - Pasadena California
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Author Not Confirmed
Why?
System Mechanic
150 S. Los Robles Avenue, Suite 500 Pasadena, 91101 California, USA
Web:
http://www.iolo.com/
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System Mechanic Lies & Theft Pasadena California
Like the complaint filed in 2009, I've terminated my long -time relationship with them because of lies, fraud and theft. We had used SM Professional for many years and were satisfied enough to renew each year despite the abysmal customer service which was designated on the previous email.
After close to 1K over the years we received an offer via email which offered a lifetime license for $100.00 and we decided to purchase. Everything went fine for almost a year and then we started receiving email that said it was time to renew. We sent emails advising we had purchased a lifetime license and a copy of the receipt showing the payment. The only response we received came thirty days later when we found the program no longer worked. We spent hours on the phone, usually to someone in a call center out of country, it was not only hard to understand them but most of them had limited experience with English and did not understand the point you were trying to make and kept telling us we needed to renew the license. Emails were worse, many were ignored and other not answered for days, but the response was the same as the phone call. We sent a certified letter to the Account Services Department and never received a reply. In several emails I documented that of they were not going to honor our lifetime purchase agreement, then we were still due another years which would still leave a credit of $10.00 and we did not receive an answer.
We filed complaints with the Consumer Affairs Department and the BBB, but nothing was done. When we attempted to get a refund from the credit card merchant but since if was over one year they would not give us a full or partial refund (we only wanted a partial refund) but they refused. We requested a refund of $70.00 from SM via fax, email and USPS, but like most of the other communications we had sent these were also ignored.
I assume that they had an overwhelming response for these lifetime licenses and when they realized the tens of thousands or more they would lose they decided that they would not honor them. I wrote to every department and company that assists people when a seller does not keep their agreement but no one could/would help, so we eventually realized that it was a lost cause. The only other thing we could have done was file an expensive law suit which only could be filed in California and there’s no telling how long it would take to get on the docket. Even if we won and they were ordered to pay all our legal expenses we would still have to pay thousands upfront.
SM went from being a very good company to one of the worst. I cannot understand why PC Magazine still rates their product as the best and say their customer service is good. They’ve rated SM tops for many years and they did so again this year.
