Security Systems
Webroot Inc.This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Security Systems.
Complaints
This profile includes complaints for Webroot Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 52 total complaints in the last 3 years.
- 17 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/15/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company is trying to withdraw money for a purchase that was never made for the amount of $499.99. I have never heard of this company and have never purchased anything from them. They sent an email saying they are withdrawing $499.99 for an antivirus that I never boughtBusiness Response
Date: 09/17/2025
Hello *** ******,
We were unable to locate an account in our system with the information you provided nor were we able to open the attachment. Please provide some additional details so we can assist you further.
Kind Regards,
The Webroot Support Team
Customer Answer
Date: 09/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:09/09/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Webroot, you withdrew $63.59 from my account on August *******, that I did not agree to. This happened the last time for renewal, but it was for two subscriptions. I do not want to do business with this corporation; they have a disregard for your consumer's needs & desires. Please reimburse the total amount of the subscription and remove my name from your mailing list. I need this done expeditiously,Business Response
Date: 09/15/2025
Hello ***************************** team will be reaching out to you to assist with your inquiry.
Kind Regards,
The Webroot Support Team
Initial Complaint
Date:09/02/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
No reply on numerous calls to cancel a subscription.Business Response
Date: 09/03/2025
Hello *** *****,
We were unable to locate an account with the information you provided. We will have our Support team reach out to you for assistance.
Kind Regards,
The Webroot Support Team
Initial Complaint
Date:08/12/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/21/2025 Webroot charged me twice for the same internet security subscription. The order #'s are WIN01330564 and WIN01330563 for $48.33 each. I notified Webroot of their error and requested a refund of $48.33 on 7/21/2025, 7/31/2025, and 8/12/2025 ( when I also notified them I would be contacting the BBB).Business Response
Date: 08/12/2025
Hello Ms. ******************* are not finding any record of previous contacts with our Support team. We will have someone reach out to you to address your inquiry.
Kind Regards,
The Webroot Support team
Customer Answer
Date: 08/13/2025
Better Business Bureau:Webroot stated they have no record that I notified them of the issue. I attached a screenshot of two of the attempts when I emailed their customer service. Now that I got ******************** involved, they promptly complied with my request.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *********Initial Complaint
Date:08/02/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I once purchased a virus protection plan from Webroot in 2016. Since then I have not purchased anything from webroot. Fast forward 9 years to today, and webroot is auto renewing my subscription and charging the card I have on file with them. I never sought put this purchase and never indicated I wanted to renew my subscription. Webroot will not let me remove my card from their website. Nor is there a place for me to turn off auto renew. This is very clearly theft as webroot tries to get away with charging any cards they have on file and just hoping people won't notice. I requested a refund from webroot and hopefully that processes. However something needs to be done about them randomly auto renewing a decade old account without anyone asking for it. I should also be able to remove my payment card from their website because clearly they cannot be trusted to not steal from people.Business Response
Date: 08/04/2025
Hello Mr. **************** see that one of our Support agents responded to your inquiry today and your refund has been successfully processed.
Kind Regards,
The Webroot Support Team
Initial Complaint
Date:06/23/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Webroot, **** automatically charged me for a service (Webroot WiFi Security VPN) I have not used. When I called them, their automated recording tells you to use their website for a refund and they will respond within 24 hours. To this day, I have not heard anything or received my refund. I have requested multiple times on their website and it goes nowhere. This is such a scam. They take your money but they will not respond within their time frame for a refund.Business Response
Date: 06/24/2025
Hello *************************** Team will reach out to assist with your inquiry.
Kind Regards,
The Webroot Support Team
Initial Complaint
Date:06/14/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged ***** on June 2 2025 for one product as auto renewn. This is not the product installed on my computer which says it is expiring on July 5 2025. It looks like I'm being double billed and there is a problem with my account. I tried contacting customer service on June 14, 2025 but got nowhere.Business Response
Date: 06/16/2025
Hello Mr. ************** will have a member of our Support Team reach out to you to assist.
Kind Regards,
The Webroot Support Team
Customer Answer
Date: 06/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ****Initial Complaint
Date:05/26/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted Webroot on 5-24-25 to let them know my anti virus software I purchased from them had stopped working on my phone and I needed a password rest link to get it started again. They said they would send one out and I should have it in about 5 to 10 minutes. Four hours passed by and I hadn't received the password reset link they said they would send over, so, I called them again. This time I was told it would take 24 hours and I would receive the link from them. Here it is Monday 5-26-25 and I still have not received the link. Can someone from your firm reach out to them and ask them what the delay is? My phone has been unprotected for 3 days now. In addition, I would like a credit on my account for the 3 days I have been without protection service and each additional day I am with out the protection service.Thank you for your assistance,****** **********Business Response
Date: 05/27/2025
Hello ******,
We are not seeing a recent interaction with our Support team. We will have someone reach out to assist.
Kind Regards,
The Webroot Support Team
Customer Answer
Date: 05/27/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** **********The Webroot reached out to me today and resolved the matter.
Thank you very much for your assistance in getting this matter resolved.
****** **********
Initial Complaint
Date:03/29/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was working on my computer laptop yesterday at 11:20 or so and my computer was attacked by something telling me that ********* was going to shut down my system. I had this once before and so I quickly shut down the laptop and closed it. I didn't dare open it for a while because it scared me as it had happened before and I was unable to get my computer laptop back on line and when I brought it to Best Buy who is the sales *** of Webroot Inc., that I would have to send it inn and pay an exorbitant amount of money. I refused and bought a whole new laptop, now this occurred. When I reopened my computer and started it back up yesterday at home after work, it appeared to work just fine, no warning, but there in my email box was a receipt for Webroot Security for another year and that I had agreed to pay them ***** to do so. That is not so. There is something evil amiss here and wrong, because I think Webroot may have ruined my first laptop and now is finding a way to charge me for another year without my consent. Thank God they didn't take my computer down with them. This action by Webroot Inc. and Best Buy needs to stop!Business Response
Date: 03/31/2025
Hello Ms. **************** do not have any records indicating that you contacted our Support team for assistance. We will have someone reach out.
Kind Regards,
The Webroot Support Team
Initial Complaint
Date:03/13/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Have had Webroot for a few years was hacked twice in that time period contacted them both times via email got no response. Got an email stating auto renewal upcoming got another alert clicked to opt out of auto renewal and un installed them from my computer. On Jan. 6th 2025 they charged me ***** on my *********** credit card I have filled out their forms and emailed them twice about a refund as they charged me for a product I no longer have I have received no response. I do not call on phone can not understand a word they say.Business Response
Date: 03/14/2025
Hello Ms. ********************** investigating, we have no record of you contacting our Support team. We will have someone reach out to you directly using the contact information you have provided.
Kind Regards,
The Webroot Support Team
Customer Answer
Date: 03/16/2025
Complaint: 23049119
I am rejecting this response because: I went to Webroots website clicked on fill out form for a refund request twice I also twice complained about being hacked neither time received no response as I stated originally them stating they have no record of this is not my fault. I just want my money back I do not wish to talk to technical support and have them try to install Webroot for another year . I have emailed them, with my response.
Sincerely,
**** *********Business Response
Date: 03/21/2025
Hello,
We see that you responded to our refund confirmation email on March 18, 2025 acknowledging receipt.
Kind Regards,
The Webroot Support Team
Customer Answer
Date: 03/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *********
Webroot Inc. is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.