Security Systems
Webroot Inc.This business is NOT BBB Accredited.
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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:06/17/2024
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 paid for Webroot security for my laptop months ago. The program will not download or run and I have not received the service I paid for. I originally contacted the company for help and did not receive any reply or tech support to get this program working on my computer. I have called and been transferred from department to department on the phone, with nobody helping me. I have emailed them to request a refund for this service that is not working at all, with zero response. Right now I have paid them $150 for a service I have not received at all, and I do not want it anymore, I need a full refund from Webroot and will never use this service again. You cannot take money for services you do not provide in proper time. This is a monthly subscription and it has not worked for a few months now, I have never gotten it to work on my computer and have not received any tech support to help make their product work -- terrible customer service. I need a full refund ASAP and I will file a complaint with my credit card company if I do not see this refund, charges for services that never work will not be tolerated.Business Response
Date: 06/18/2024
Hello *****,
At your request, we have processed a full refund and we've sent you an email to confirm the details.
Please don't hesitate to reach out if we can be of further assistance.
Kind Regards,
The Webroot Support Team
Initial Complaint
Date:05/16/2024
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.
My husband ********************* passed away 12/11/23. You charged him in Jan of this year two charges on 1/5 ***** and *****. I emailed your refund email and zero response. I have emailed them two times. You are charging a dead person's account. I would like a refund for ****** I am deaf so I put my daughter ***'s phone number on this complaint. Please contact her. Also please cancel any further business with you all.Business Response
Date: 05/20/2024
Hello **************,
Our deepest sympathy for your loss. We have processed the requested refunds.
Please let us know if we can be of further assistance.
Kind Regards,
The Webroot Support Team
Initial Complaint
Date:03/12/2024
Type:Customer Service 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.
-Requesting data deletion of software download, etc. due to a security concern, but I don't know if I reached the right address -Under old name: *********************** with ***************Business Response
Date: 03/13/2024
Hello **********,
We were unable to locate an account in our system with any of the information you have provided.
Please let us know if we can be of further assistance.
Kind Regards,
The Webroot Support Team
Customer Answer
Date: 03/13/2024
Complaint: 21422285
I am rejecting this response because:
of an ************ through backend.Sincerely,
*****************
Business Response
Date: 03/20/2024
Hello,
We were unable to locate any customer information in our system with the information you provided.
Kind Regards,
The Webroot Support Team
Customer Answer
Date: 03/20/2024
Complaint: 21422285
I am rejecting this response because: through backend, a customer a long time ago.
Sincerely,
*****************Initial Complaint
Date:03/08/2024
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.
Renewed webroot subscription on 10/31/2023.After 4 hacks on my online banking accounts I changed my service to norton/lifelock on 12/11/2023(was told by webroot "sorry to see you go").After not getting my refund I emailed webroot on 01/03/2024 according to the instructions on webroots recorded line. After not hearing from webroot by 02/29/2024 I filed an email which was accepted. I received an email from webroot that they had denied the email. I tried again but this too was rejected. I then went online to webroot & requested my refund( $63.59). In a response they said I was past the 70 day refund guarantee (I was within that time frame from 01/03/2024).This seems to be a recuring theme as their reviews & comments are very disparaging .Business Response
Date: 03/08/2024
Hello **************,
After investigating, we do not see any refund requests that were submitted by you prior to 2/29/24. However, we've gone ahead and made an exception and refunded your subscription although it is past our 70 day refund policy.
Please let us know if we can be of further assistance.
Kind Regards,
The Webroot Support Team
Customer Answer
Date: 03/09/2024
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:02/05/2024
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.
I have Webroot on three devices, as a product key was purchased that works for three separate devices. The product key cost $19.99. Yet, Webroot has been trying to automatically bill EACH DEVICE a renewal fee of $39.99, amounting to nearly $120!!!! They have succeeded with one device (meaning that they charged me $19.99 + $39.99). Now, they are trying to bill the other devices separately for $39.99. These people are crooks that prey on small businesses.Business Response
Date: 02/05/2024
Hello ******************,
We were unable to locate an account with the email address you have provided, however, we will have a Support agent reach out to you via email so we can investigate further.
Kind Regards,
The Webroot Support Team
Customer Answer
Date: 02/12/2024
Complaint: 21246660
I am rejecting this response because:They are pretending to not be aware of what is going on. The screenshot indicates that they have indeed charged my card for $39.99. I also have copies of the product keys and such. I want to be refunded my money, as I shouldn't have to pay $40 for each device when I have a single product key that will cover all three devices.
Sincerely,
***************************Initial Complaint
Date:12/31/2023
Type:Customer Service 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.
The nature of this dispute is unauthorized withdrawals from my account.The business they were supposed to supply was internet protection.The Corporation have not made any attempts to resolve, there has been no other contact with the exception of email listed. Webroot has made unapproved withdrawals from my account on 11/24/2023 one in the amount of $63.59 and another in the amount of $84.79 on 08/09/2023. I made a renewal purchase of $38.15 not realizing my subscription was not even up for renewal. These are supposed to be yearly subscriptions, why are they contacting the consumer for renewal on November 8th,2023 that's not due until July of ****? I have contacted Webroot through email not to withdraw anymore more money from my account, I received a confirmation notice on November 9th,2023 stating they will comply, and they will not be withdrawing any more from my account, only to make a withdrawal on November 24,2023 of $63.59 and again my subscription is not up for renewal until ****. I have contacted the company several times concerning this matter and I have not received any response, nothing addressing the unapproved withdrawals or any reimbursement.Business Response
Date: 01/02/2024
Hello ****************,
One of our Support agents has reached out to you directly in an attempt to resolve your issue.
Please feel free to reach back out if we can be of further assistance.
Kind Regards,
The Webroot Support Team
Initial Complaint
Date:12/19/2023
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.
On December 16th 2023 there was an unauthorized charge to my account of $54.03. The charge states that they bypassed my pin #. I have never heard of this company in my life& when I look them up or try to contact them nothing shows up. I was scammed out of $54.03.Business Response
Date: 12/20/2023
After an extensive search in our billing/licensing/ticketing systems, we are unable to find any account belonging to the customer with the name, address, or phone # that has been provided. We are also not finding any transactions for $54.03 in the month of December within our billing system. We will be happy to investigate further in attempts to find the account/charge, but will need more information such as the following.
-Email address that *** be associated
-Keycode associated to the Webroot product if available
-Invoice # if available
-Last 4 digits of credit card billed
-A description of the transaction on their statement if an invoice is not available
Regards,Initial Complaint
Date:12/01/2023
Type:Sales and Advertising 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.
Every year in November for the past 3 years they have charged us via auto-renewal for access to their security software, yet never sent us a new keycode to update their software or be able to use it. I tried contacting their company to get this resolved, but their automated phone system insists that you request a refund through their website by providing an invoice code. However, they never sent an invoice or email to inform us of the recurring charge, nor did they provide an invoice code for the charge. They just automatically debited it from our account, despite MULTIPLE account number changes and banking institution changes, they somehow managed to automatically withdraw the yearly charge. We had no idea for the first 2 years. We just thought the subscription had ended and we went with another security software company. I noticed it last year finally and after a ton of research, found a way to request a refund without the invoice number that we were never sent. I was sent an email saying they would not bill us automatically in the future. I inquired about a refund but never received a response after that. Then, they charged us AGAIN on November 22, 2023 in the amount of $63.49. Again, after almost 2 hours of trying to find a way to speak with someone, I got through. They have sent an email assuring me YET AGAIN, that the auto-renewal had been canceled and that I will receive a refund for the last charge. But they would not address the fraudulent charges from the last few years. I asked that they at least refund last year's charge but I have no expectation that they will.Business Response
Date: 12/05/2023
Hello ************************,
Our apologies for any issues you may have encountered. We see that a Support agent reached out to you via an email ticket yesterday to resolve your issue. Please respond to that email ticket if you still require assistance.
Kind Regards,
The Webroot Support Team
Customer Answer
Date: 12/12/2023
Webroot reached out and refunded the amount for the charges from this year and last year. I'm satisfied with their response and consider the matter resolved.Initial Complaint
Date:11/14/2023
Type:Service or Repair 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.
Nov 12 WEBROOT ANTI VI ********** ** PENDING DEBIT CARD -$39.99 Nov 13 WEBROOT SOFTWAR ******* ** Deposits +$39.99 $175.32 Nov 12 WEBROOT ANTI VI ********** ** PENDING DEBIT CARD -$39.99 Nov 13 WEBROOT SOFTWAR ******* ** Deposits +$39.99 Oct 10 WEBROOT SOFTWAR ********** ** Debit Card -$39.99 Oct 10 WEBROOT SOFTWAR ********** ** Debit Card -$39.99Business Response
Date: 11/15/2023
Hello,
As per your request, your subscription has been refunded in full.
Please let us know if we can be of further assistance.
Kind Regards,
The Webroot Support Team
Initial Complaint
Date:11/14/2023
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 have been trying to get you stop charging me but I keep getting a run around.I have now opened complaints with Paypal.-Calling this company is a joke. ****** again and got this non-sense response:I want all money charged to me this year back in my ***************** aolmail aolmail Profile image Home Re: [EXTERNAL] - This is FRAUD ********* wr-Webroot Customer Sales From:wr-************************** To:************************ (Serial Entrepreneur)Tue, Nov 14 at 11:14 AM RA00071331670 Dear valued customer, That is the correct email address we need that to locate your account. You have been renewing and protected annually since 2019 we are fairly confident the BBB will echo this. We understand your need to request a refund for a recent transaction, and we're here to assist you with the process. To initiate your refund request, please visit our website at www.webroot.com/refund. You will be required to provide your 10-digit invoice code number, which should start with either E, C or R, as well as the total amount you are requesting for refund. This information can be found on your receipt. If you encounter any issues during the refund process or have any concerns, please do not hesitate to contact us at ********************************** You may also choose to open a support ticket by visiting open a ticket, We appreciate your business and remain committed to providing you with the best service possible. Best regards, The Webroot Team __________________________________OpenText | ************** | Sales Sales: *************** Tech Support: *************** Email: wr-************************** Tickets: open a ticket, or send a message.Web: www.Webroot.com Web: www.Carbonite.com Web: www.opentext.com Graphical user interface Description automatically generated This email message is confidential, may be privileged, and is intended for the exclusive use of the addressee. Any other person is strictly prohibited from disclosing or reproducing it. If the addressee cannot be reached or is unknown to you, please inform the sender by return email and delete this email message and all copies immediately. From: "************************ (Serial Entrepreneur)" <*************>Date: Tuesday, November 14, 2023 at 11:10 AM To: wr-Webroot Customer SalesBusiness Response
Date: 11/15/2023
Hello ****************,
Our apologies for any issues you may have encountered. We see that you reached out to our Sales team on 11/14/23 and your refund was processed in full.
Please don't hesitate to reach out if we can be of further assistance.
Kind Regards,
The Webroot Support Team
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