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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

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Webroot Inc. has 2 locations, listed below.

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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

    • 54 total complaints in the last 3 years.
    • 15 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/23/2023

      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.
      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:
      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 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:
      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.
      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:
      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 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

    • 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,

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

    Webroot Inc. is NOT a BBB Accredited Business.

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