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Business Profile

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

Find a Location

Webroot Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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

    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 Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/28/2023

      Type:Product Issues
      Status:
      Answered
      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 4/22/2023 I received an email reminder from Webroot that my computer antivirus was going to expire on 5/30/2023 but that it was going to automatically renew on 5/23/2023 for $39.99.I used the link within the email to cancel the automatic renewal and received a conformation email from Webroot on 4/22/2023 that my cancellation request had been processed and that my subscription would not be automatically renewed.On 4/25/2023, my debit card was charged $52.99 by Webroot.Webroot did not honor my subscription cancellation despite confirming that they would. Additionally, even if I had wanted to renew my subscription, they charged my debit card 4 weeks earlier and for a higher amount than what was stated in their initial email.

      Business Response

      Date: 05/02/2023

      Hello,

      In reviewing the information you have provided, we see that the transaction is for a Webroot Yearly Plan through Best Buy. Since this transaction was through Best Buy, please contact them directly for assistance with your refund and cancellation.

      Kind Regards,

      The Webroot Support Team

      Customer Answer

      Date: 05/02/2023

       
      Complaint: 19993308

      I am rejecting this response because:

      I received a confirmation email from Webroot that my subscription was successfully cancelled. 

      Sincerely,

      ****************************************

    • Initial Complaint

      Date:02/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 February 24, 2023, I contacted Webroot online support because my email address was not recognized when I tried to log into my account. I emailed a support ticket and received a emailed password to give me access to the account. Unable to log in I emailed support and reiterated the email was compromised. With no response I called the support number and was told my email was not changed on the. account. I was told to click a link that was emailed to me. Although I gained access to my account I realized that I did not have a webroot account. I spoke with Best Buy geek squad support earlier. I verified the phone number, date of purchase, and digital library webroot code. I was assured that all that information was incorrect.On February 26, I reported the incident to a Best Buy manager there was no advice on how to proceed with the stolen webroot account. On February 20,2023, I called Best Buy at **************. I called three times and received the same individual directing me to calla 912 number. When I asked where I would be calling the person hung up. I called Apple to report being locked out of my account. I received the same individual twice at *************. This individual mentioned the name of a file on my computer. On February 16, 2023, I was informed that the ****** ***** number dialed when I clicked on the apple app was fraudulent.

      Business Response

      Date: 03/01/2023

      Hello,

      Thank you for contacting Webroot.

      We have found the support ticket you submitted and it appears all issues have been resolved.

      If you have any additional questions, please update your support ticket.

      Thank you,

      Webroot Support

      Customer Answer

      Date: 03/01/2023

       
      Complaint: 19502781

      I am rejecting this response because:

      Sincerely,

      ***** Blui 

      the email to the account is stolen and I can not sign into the software. I did not purchase the product from Webroot. This remains unresolved 

      Business Response

      Date: 03/08/2023

      Hello,

       

      We still have not received any additional information or a response on either support ticket that is open.

       

      We are happy to help, please reply to either support ticket so we can further assist.

       

      Thank you,

      Webroot Support

    • Initial Complaint

      Date:02/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Amazon order#Order # ***-1849882-9501007 $19.99 for 1 year license.Nowhere did this say that the license starts at moment of purchase and previously had purchased Webroot and the license had started whenever the product code was first used.Anyway I used this product code and it says its expired. I contacted Webroot and they said activation at time of purchase.Nowhere does it say this at all so this is misleading and fraudulent. Please get my money back from these swindlers!

      Business Response

      Date: 03/01/2023

      Hello,

      Thank you for contacting Webroot.

      We have updated our findings on the support ticket you have submitted.

      Please let us know if you have any additional questions.

      Thank you,

      Webroot Support

    • Initial Complaint

      Date:02/07/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Received a charge on my Amex card for $42.39 for a product which I don't know what it is, a product I never ordered, and from a vendor I've never heard of let alone done business with. I've contacted the vendor Webroot by email but haven't gotten any satisfaction.

      Business Response

      Date: 02/16/2023

      Hello,

      Thank you for contacting Webroot.

      We are unable to locate a subscription under the email you have provided.  If your product was purchased through Best Buy, please call Best Buy support directly at **************

      Thank you,

      Webroot Support

      Customer Answer

      Date: 02/16/2023

       
      Complaint: 19363584

      I am rejecting this response because:I have never purchased this product from anyone. I dont own this product, use this product,

      or even know what it is.  I have never purchased anything from Best Buy or Webroot and I have previously emailed this message to their sales department. And they gave me the same response previously.  Webroot has charged my Amex bill so how can they say they have no record?. If they have no record they need to contact Amex about removing the charge.

      Sincerely,

      ****  I 

      Business Response

      Date: 02/27/2023

      Hello,

      We have created a support ticket under this email and are requesting additional detail around the charge you are seeing.

      Please respond back to this ticket so that we may research this further.

      Thank you,

      Webroot Support

      Customer Answer

      Date: 03/02/2023

       
      Complaint: 19363584

      I am rejecting this response because: The response makes no sense. Two days ago I received a credit from Webroot for the amount that they charged on my Amex card. Thank you BBB for your help in resolving this matter.

      Sincerely,

      ***********************

    • Initial Complaint

      Date:02/07/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      then are taking money out of bank with out ok i need someone to call me my phone number is **********

      Business Response

      Date: 02/08/2023

      Hello,

      Thank you for contacting Webroot.

      We have provided the refund as requested and have updated the support ticket under this email.

      Thank you,

      Webroot Support

    • Initial Complaint

      Date:02/04/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 several years and renewed with then last month, January 2023. After my automatic renewal took place someone from Webroot went into my account and changed my login credentials so that I could not get into my account. On January 31, 2023, I called the tech support line for assistance and was told that I needed to call sales for that kind of assistance. I was transferred to that area and talked with a salesman who told me he could not help me with login assistance. He said I needed to talk with tech support. I explained to him that I had just been transferred to him from tech support. He said he could not help me and he would get me over to tech support right away with no wait. That was a lie since there was at least a 7 minute wait and I hung up without getting my problem resolved.

      Business Response

      Date: 02/16/2023

      Hello,

      Thank you for contacting Webroot.

       

      We have reached out via support ticket and telephone call to resolve this issue to your satisfaction.  Should you have any additional questions, please update your support ticket.

       

      Thank you,

      Webroot Support

      Customer Answer

      Date: 02/17/2023

       
      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:12/20/2022

      Type:Billing Issues
      Status:
      Resolved
      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'm filing this complaint on behalf of my company, ******** IT Services LLC. We have been licensing Webroot SecureAnywhere Endpoint Security directly from Webroot since March, 2015. Everything was fine until December 14, 2022, when Webroot made an unauthorized charge in the amount of $997.36 using debit card information that we were not aware we had saved on their web site. Our average bill with Webroot is only around $160/month, and it is paid - manually each time, not by automatic debit - on the 29th of the month. This transaction was unauthorized, unexpected and unscheduled, and for six times the normal monthly amount.I attempted to contact Webroot, but they don't publish contact information for their billing department, and their phone tree doesn't provide access to any kind of accounts receivable department. The only avenues I found to get to anyone who can help with this were an old e-mail and opening a ticket on Webroot's support web site. I have pursued both of those, but all I've gotten from Webroot is a boilerplate response saying my case has been referred to an appropriate department. I have been left with little choice but to file paperwork with my bank to formally declare the charge as fraudulent and have them reverse it from their end. I am also beginning procedures for ending my agreement with Webroot early and switching to a different Internet security solution for my clients.The resolution I seek is: 1) Immediate return of the funds. 2) A credit on my account in the amount of $250 to cover my bank overdraft charges, late penalties for bills I can't pay on time due to Webroot's error. 3) For Webroot to set up a way to contact their billing department directly for dealing with issues like this in the future.

      Business Response

      Date: 12/23/2022

      Hello,

       

      Thank you for contacting Webroot.

       

      We've updated the support inquiry you have opened with additional information.  Please reply back to that message with any additional questions.

       

      Thank you,

       

      Webroot Support

      Customer Answer

      Date: 12/23/2022

       
      Better Business Bureau:

      Webroot's response to me via their support ticketing system was more detailed than what they posted to my BBB complaint. They agreed to refund my money plus an additional $250 to cover my NSF and late payment fees incurred due to their error. I had requested the return of the erroneous debit to my bank account and the additional $250 as a credit on my Webroot account, so their response qualifies as more than satisfactory.

      They did not, however, provide me with direct contact information for their billing department or any sort of account executive whom I might contact in case of a future incident, so I will stop short of saying their response went "above and beyond".

      Sincerely,

      *************************

    • Initial Complaint

      Date:12/13/2022

      Type:Product Issues
      Status:
      Answered
      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 for service, I've been with them for quite a few years. They bought a new company, and this company, whoever is controlling it is very rude and nasty. I paid for service through 2023. I called for a refund so I could go with another carrier, they told me they couldn't provide a refund. Their technical support hung up on me telling me they have other customers.

      Business Response

      Date: 12/19/2022

      Hello,

       

      Thank you for contacting Webroot.

       

      We've located your purchase and it is outside of our 70 day refund policy.  We see your most recent purchase is roughly 2 years old with a transaction date of November 20th, 2020.

       

      While we cannot refund your subscription, we are happy to place it on hold or assist in any technical troubleshooting you may need.

       

      Thank you,

       

      Webroot Support

    • Initial Complaint

      Date:11/10/2022

      Type:Product Issues
      Status:
      Resolved
      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 bank account shows me paying $59.99 on October 26, 2022. They are claiming that there was nothing purchased from them. Because they show that nothing was purchased by me I am going to send you a print of the transaction that took place. I want you to send it to them. Both you and them can use this as proof that the transaction did take place. They can use this to see why I am requesting that they refund the $59.99 that I paid them. I am also going to show you other phone numbers that show up when I check their website. Please use all of the information that I am showing you to contact them. I filed a complaint against them back on October 28, 2022 regarding this same issue. I received a notice from you sometime last week telling me that you were closing the case because the information that I gave you and the response that they gave back was not providing you with enough important information. I want you to use this information as a way of increasing the necessary amount of information that I am giving you so that you can re-open this case. See below for the additional contact information I am giving you. Webroot Software, Inc. **************** *************************************************************************************** ************** (800) 772-9383 ************** ***** ************** ********************************************************************************************** (886) 350-6089 (800) BEST-BUY wr-************************** ***** (Business)386 *********************************************************************************** ************** wr-*********************** Please respond back to me as soon as possible telling how you will be taking care of this complaint. Thank you.*********************** *************************************************************** ************** **********************

      Business Response

      Date: 11/14/2022

      Hello,

       

      Thank you for contacting Webroot.

       

      This has been refunded to the card purchased and you will not see any further charges for this subscription.

       

      Thank you,

       

      Webroot Support Team

      Customer Answer

      Date: 11/14/2022

       
      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:11/07/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 has charged an auto renewal charge to my account on a service I have not used for several years. I no longer have access to the email originally used and the company denies they are charging me an annual fee. I have tried to no avail to stop the charges.

      Business Response

      Date: 11/14/2022

      Hello,

      Thank you for contacting Webroot.


      This has been refunded.

       

      Thank you,

       

      Webroot Support

      Customer Answer

      Date: 11/14/2022

       
      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.

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