Complaints

This profile includes complaints for Webroot Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Webroot Inc.

  385 Interlocken Cres Ste 800 Broomfield, CO 80021-3559

• 

  Webroot Inc.

  2440 Sand Hill Rd. Ste 302 Menlo Park, CA 94025

The 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:11/01/2023

  Type:Billing Issues
  Status:

  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.

  It occurred on September 10, and 13, 24, 2023. I requested that my computer be protected from viruses, etc. and instructions to download came with it. It did not work. Webroot was never downloaded to the computer. After repeating the process unsuccessfully 3 times, I noticed that I am charged each time. Strangely the charging process worked even though the download was unsuccessful.I want to be reimbursed $ ****** for the charges on my Mastercard.

  Business Response

  Date: 11/02/2023

  Hello **************,

  We're sorry to hear that you are running into issues with the installation.  We see that you contacted Support via an email ticket and we suggested calling in so we could assist you further with the installation.  We have not heard back. In reviewing your account, we see that you purchased three separate subscriptions.  As per your request, we have completed full refunds for all three subscriptions.

  Please let us know if we can be of further assistance.

  Kind Regards,

  The Webroot Support Team

• Initial Complaint

  Date:10/27/2023

  Type:Sales and Advertising Issues
  Status:

  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 purchased Webroot plan for my computer, I created an account verified my email then webroot sends me an email that my computer is not protected

  Business Response

  Date: 10/30/2023

  Hello **************,

  Our Support team has reached out to you so we can assist you further with the product installation.  We've left you a voicemail and also sent you an email ticket.  Feel free to call into Support or send us a reply through the email we've sent so we can assist you further.

  Kind Regards,

  The Webroot Support Team

• Initial Complaint

  Date:10/09/2023

  Type:Billing Issues
  Status:

  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 signed up for Webroot a year and a half ago. Since that time I get constant pop *** telling me my subscription was expiring and I needed to renew. Often the pop *** would not allow me to close and would not disappear until I clicked on the window. Then in April 2023 - when I was moving and didnt notice- they automatically renewed and charged my credit card - one I rarely use. They did not notify me of the renewal, just charged the credit card. I emailed them but received no response and no credit. Annoying product, bad customer service, wasting my time and money.

  Business Response

  Date: 10/10/2023

  Hello ************,

  Apologies for any poor experience you many have encountered.  We were unable to locate any recent email correspondence from you in our ticketing system.  Our Support team reached out to you via phone and email today, however, we were unsuccessful in reaching you.  Please respond to the email or call into our Support team so we can assist you further with your inquiry.

  Kind Regards,

  The Webroot Support Team

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair Issues
  Status:

  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 receive 2 emails from the Webroot company stating that i purchased antivirus services from them. I don't even know who or what this company is and have not authorized any purchase of any services from them.see below; Order Confirmation Received: Your Items Are En Route to You.To: ***********************;08/11/2023 09:53 AM 1 Thanks for usong WEBROOT Total Protection. This is an invoice for your recent purchase. We thank you for the Completion of your 3 years.Purchase summary WEBROOT Total Protection - 5 devicde - 3 year - $584.99 Offer price $499.99 New Subscription pricing $499.99

  Business Response

  Date: 08/16/2023

  Hello ****************,

  The details of the email you have provided do not appear to be from Webroot.  This is likely a phishing email.  We would recommend deleting the email from your inbox and be sure not to open any attachments or access any links in the email.  

  Kind Regards,
  The Webroot Support Team

  Customer Answer

  Date: 08/16/2023

   
  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:08/09/2023

  Type:Product Issues
  Status:

  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 a customer of this company for around 10 years, using them for cloud backup and storage for tons of personal files and documents. They recently stopped that service and I was just told that I can never access my data again, even though they only sent out ONE email about it which was sent FOUR DAYS PRIOR TO THE DEADLINE. I cannot understand how in 2023 there is no way that A) they cannot send out more thorough reminders, especially for long-time customers and B) be able to restore data a few days after the deadline, even if an additional fee were required. This feels like an incredible bait and switch that was completely unexpected as a long-time customer and to have no recourse whatsoever for recovering YEARS OF PERSONAL FILES is absolutely devastating and incredibly frustrating.

  Business Response

  Date: 08/17/2023

  Hello ****************,

  Our apologies for any poor experience you may have encountered. After careful investigation, we see that your back-up account was associated with a Hotmail email address. We sent two email notifications to that email address in July providing instructions on how to download your back-up data. This is an unfortunate situation if you no longer have access to that Hotmail email address. We can also confirm that your Gmail email address did not have a back-up account associated with it which is why those email notifications were not sent to that email address.  

  We see that you called into Support on August 9th and your current subscription was refunded in full for any troubles you may have encountered.

  Kind Regards,
  The Webroot Support Team

• Initial Complaint

  Date:08/07/2023

  Type:Billing Issues
  Status:

  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 cancelled Webroot subscription last year and signed up for McAfee. I called Webroot in July 2023 when a pending $49.99 charge appeared on my credit card. I spoke to a representative and they stated I did not have a current account with them and the "pending" would go off my credit card and I would not be charged. I checked my account today, 8/7/23 and I was charged $49.99 for a service I am not using and cancelled. I think this reoccurring charge was processed and I was lied to by Webroot. I expect a full refund and apology for the inconvenience of sitting on hold for over an hour and making multiple phone calls.

  Business Response

  Date: 08/09/2023

  Hello **********,

  After further investigation, we see that your account was under a different email address other than the one you have provided here.  Our records indicate, that you called into Support and a full refund was issued and the subscription was cancelled.  We can confirm that there will be so subsequent renewals.

  Please don't hesitate to reach out if we can be of further assistance.

  Kind Regards,

  The Webroot Support Team

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20435254
  
  I am rejecting this response because: I have not been reimbursed the $49.99 as discussed in conversation with Webroot since I cancelled Webroot last year. Please reimburse me for the erroneous charge ASAP.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/23/2023

  Hello **********,

  We can confirm that the refund was successfully processed on our end.  We recommend that you contact your financial institution for further assistance. 

  Kind Regards,

  The Webroot Support Team

• Initial Complaint

  Date:07/23/2023

  Type:Product Issues
  Status:

  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 using webroot for several years. they initiate auto renew and 3 years ago they required you to contact them. I did and told them to turn it off. I buy discounted subscriptions online, I have been since I started using them. this year was no different, but I noticed they charge my credit card without submitting a receipt. When I was researching the charge, I found that they had done the same thing last year. They refunded the one they did this year but refuse to refund the one from last year. I just want the unauthorized charge refunded from last year. Please note the attached screen shots of the chats with webroot on the issue.

  Business Response

  Date: 07/24/2023

  Hello ******************,

  After review of your account, we were unable to find any previous request to cancel the subscription from July 2022, however, as a courtesy for being a valued customer, we have gone ahead and extended your existing subscription for an additional year.  Your new expiration date is 7/17/25.

  Please don't hesitate to reach out if we can be of further assistance.

  Thank you for being a valued customer!  We appreciate your business!

  Kind Regards,

  The Webroot Support Team

   

• Initial Complaint

  Date:07/20/2023

  Type:Billing Issues
  Status:

  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 called the number shown on the email and inquired about this saying I knew nothing about it. He indicated that in reference to software installed on my computer. I told him that I had not bought a computer recently. He than said it was on an old computer. I work in the IT industry and know what is on any computer I have. I advised him that I would contact the BBB and ************************ about this billing. I have not idea how they had my email address or billing information. I checked with CapitolOne which is the credit card I normally use and could not see any billing for the $299 charge. In any event this company is obviously involved is fraudulent activity that *** be affecting others. Perhaps using info stolen from some company's data bases.

  Business Response

  Date: 07/20/2023

  Hello **************,

  We were unable to locate a transaction in our system with the information you have provided.  Please provide us with the date of the transaction, the dollar amount and the description next to the transaction on your billing statement so we can assist you further.

  Kind Regards,

  The Webroot Support Team

• Initial Complaint

  Date:07/03/2023

  Type:Billing Issues
  Status:

  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.

  The date was July 2 Webroot charged my bank account $84.79 for a service that was canceled months ago, and the software was uninstalled and a request during that time was for a refund which I never received. Then when I checked my account the unauthorized charge of $84.79 was charged to my account I canceled all recurring payments and services months ago. I want my money refunded.

  Business Response

  Date: 07/04/2023

  Hello,

  As per your request, your refund request was processed successfully.  Please allow up to 10 business days for this credit to appear.  It can be sooner depending on your financial institution's billing cycle.

  Please let us know if we can be of further assistance.

  Kind Regards,

  The Webroot Support Team

  Customer Answer

  Date: 07/10/2023

  Thank you, BBB I received the refund. 

  Customer Answer

  Date: 07/10/2023

  Thank you, BBB I received the refund. 

• Initial Complaint

  Date:06/09/2023

  Type:Billing Issues
  Status:

  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 requested my account be deleted under the ccpa act numerous times yet i have only been ridiculed and messed with by this company it is by law that my account be deleted and my email *********************** be completely removed from this service/website the company has caused nothing but damage to my well being by messing with me all i have done is request my account be deleted removed under the **** Act by 'Law' my account is located below with link pointing to the site i am referring to Account Here **********************************************

  Business Response

  Date: 06/21/2023

  Hello,

  We are currently reviewing your request and will respond once we have more information.

  We appreciate your patience.

  Kind Regards,

  The Webroot Support Team