Wednesday, April 13, 2016

BBB Urges Caution about Reimage Plus PC Repair advertisements

A customer contacted the BBB and brought Reimage PC Repair to our attention. The customer claimed that Reimage would not honor their money-back guarantee and during an investigation of Reimage, the BBB found another customer who could not take advantage of the same money-back guarantee.

During the BBB investigation of Reimage, we found that the company was accused of distributing malware, engaging in misleading advertising and encouraging "scareware" (a form of advertising that makes PC users believe their computers are infected with malicious software when they are not). As recently as February 2015, eight malware detection services considered Reimage's website to be risky or malicious. In several forum posts, Reimage Plus has defended itself by claiming ignorance of its marketers' methods or by claiming that they have massively overhauled their business practices to correct the most egregious issues. They have cleaned up their website and current malware scans of the site detect no issues.

The BBB has learned that while Reimage has cleaned up its record when it comes to customers uknowingly downloading adware, its advertising practices have left a deceptive residue all over the internet, which might violate sections of the BBB Code of Advertising.

The BBB has located three suspicious testimonials on Yahoo Answers that praise Reimage Plus without disclosing a relationship to the company. The BBB also found a glowing "review" of Reimage Plus that it not impartial, not really a review, and would more accurately be called an advertisement for Reimage. It contains inaccuracies, possible scare tactics and lacks a disclosure about the reviewer's relationship to Reimage or its marketing partners.

Reimage claims to be in the United States, or at least holds a patent for its software here, but mail from the BBB in New York to their listed address was returned undeliverable. The business's website only lists two physical addresses, one in Israel and one in Cyprus.

The BBB has found multiple consumers who claim that they were initially given one price for the Reimage's product, only for it to increase at the moment of checkout. Even though Reimage has stated that they toned down their aggressivity in regard to this type of marketing, a consumer complained about it as recently as October 2015.

The BBB advises caution if consumers see pop-up advertising Reimage Repair products on their PC. Even though Reimageplus.com does not contain malicious software, the third party extensions that advertise Reimage Plus are, themselves, malicious software.

Without a valid U.S. address, the Better Business Bureau cannot handle complaints against Reimage if any problems should arise. The BBB recommends that if consumers need to remove malware from their PC, they choose software from a company in the United States with a good track record.

Sources

4 comments:

  1. Hi Aaron,

    I work for Reimage and correspond with the BBB on a monthly basis to make sure there are no claims left unanswered. Over 8 years of business we've had under 2 dozen complaints. To put that in perspective we have over 10 Million paid users.

    Never has Reimage not honored 60 day money back guarantee. You're taking this information from unverified sources online, sometimes these are one of our many competitors attacking us with willful defamation.



    Which 8 Malware detection services consider Reimage Scareware? We work direct with Google and Microsoft in regards to compliancy, and stating 8 consider us Malware is absolutely false. It's more like 3 (1 reputable) the other 2 want large sums of money to remove the detection.

    Reimage has in fact scaled back and eliminated the POP advertising, I appreciate you mentioning that.

    I would be happy to send over additional information and provide you with some free keys in order for you to test the software yourself and come to your own conclusion, as opposed to Yahoo Answers.

    Let me know if you're interested. In the meantime I have to pass this onto our legal department as there is enough misleading conduct here that constitutes libel and slander per se as it depicts the Company as engaging in dishonest business activity and deceitful activity that violates civil and criminal laws.

    I also will be speaking with the BBB today to understand how this article could be sanctioned by them considering our relationship.

    Thanks,

    ReplyDelete
    Replies
    1. Thank you for responding.

      Feel free to call the Kansas City BBB any time. It is good to hear that you are still determined to keep pop ups to a minimum, if not remove them entirely.

      Which BBB do you currently confer with about complaints? The Kansas City BBB could find no US or Canadian address. Does Reimage Plus have a valid US address?

      The sources for the blog are found just below the main body.

      Is there a specific email address to reach you about receiving additional information?

      Delete
    2. Hi Aaron,

      I correspond with the New York BBB, where we maintain an A+ rating.

      Yes, US is home for Marketing and Tel Aviv is home for R&D.

      Reimage has about 20 Million active paid users, if you look at our Alexa ranking it should be easily confirmed. Some of the content in your article is a little bias referencing a few Yahoo Answer reviews. What about the millions of satisfied users? Or the fact no Anti-Virus software detects us anymore.

      If Reimage were malicious, we would be flagged around the board.

      Any consideration on your part in making some revision to the content above would be much appreciated.

      Thanks,

      Delete
  2. Hi, the mass in my computer after installing this software named Reimage Repair (or Plus, or both) - is terrible! I tried to enter their site, to click on unsatisfied and money back - nothing moved there! I needed to uninstall the software hopping it will do some good - but, no. It is just terrible. I am going to show my bank authorities what I have seen in the blog above here, and not to accept the payment of 40$. I do not know what is the connection to Tel Aviv of this company, but I will try to reveal it and act accordingly.
    Thank you for your blog.

    ReplyDelete