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:12/20/2022

  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.

  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:

  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 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:

  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.

  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:

  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.

  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,
  
  *************************

• Initial Complaint

  Date:09/26/2022

  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 canceled a renewal for service in 2020 after receiving an email about an upcoming renewal. I was charged in 2021 and 2020 for the subscription. I was never contacted about a renewal or issued a receipt. Therefore, had I even wanted to use the computer virus subscription I was charged for, I never received the key code needed to activate. This gives the appearance of theft as they did not provide an email with receipt or user instructions on web product purchased.

  Business Response

  Date: 09/27/2022

  Hello,

  Thank you for contacting Webroot.

  We have received your support request that you submitted in tandem with this message and have processed your refund.

  Please reply to your support ticket for any further questions.

  Thank you,

  Webroot Support

• Initial Complaint

  Date:09/07/2022

  Type:Product 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 purchased their services which never worked and they acknowledged that and promised to issue me a full refund via check. This would be in the amount of $69.98. They said it would take up to 10 weeks for me to receive the check. This was back on June 14, 2022. I have called on 7/8 and 8/23 the last call I was told it could take longer than 10 weeks. All times I have spoken with **** in billing. But it takes over 40 minutes of being on hold to get to him. Last call he said he would call me back to let me know when it was mailed as it just showed processed. Of course. No phone call. Now it's been 12 weeks and no check. Tired of the run around. I just want my refund.

  Business Response

  Date: 09/14/2022

  Hello,

   

  Thank you for contacting Webroot.

   

  We do apologize for the delay that issuing your refund check has taken, but we are working on this and hope to have this resolved soon.

   

  We will reach out via our support ticket when confirmation is provided.

   

  Thank you,

   

  Webroot Support

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17929603
  
  I am rejecting this response because: This is totally unacceptable, we are now well into 3 months since this refund was supposed to be issued. I don't understand how a company can tell you they will issue you a refund check for a product of theirs that never worked. This was promised on 6/14 and I still have received nothing. They asked me to wait 10 weeks initially, we are well past that. Now they want me to wait longer. I feel as though I am being scammed.
  
  Sincerely,
  
  ****************************

  Business Response

  Date: 09/28/2022

  Hello,

  Thank you for contacting Webroot.

  This will be delivered by October, end of month.

  As soon as I receive confirmation this has been processed, I will also reach out via your support ticket.

  Thank you,

  Webroot Support

  Customer Answer

  Date: 10/14/2022

  The last response you received from the business Webroot stating that I would receive a check for my refund by the end of October is not what they had told me.

   

  I spoke with ****. Who is supposed to be a manager with the company, on 9/21. He said the company was in a financial freeze and that is why no checks had been mailed. He said my check would be mailed out on 10/2 and that he would call me with a tracking number. None of which has occurred. Obviously he just wanted to tell me something to get me off the phone as 10/2 was a Sunday. Many days later he responded to you guys with a totally different answer. Now saying I would receive the refund check by the end of this month.

   

  This has been going on since 6/14, I was promised thst the refund check would take up to 10 weeks. It has now been 17 weeks and nothing but excuses from this company. Now they want me to wait until the end of this month, which is another 3 weeks. Please help me to get my refund check in the amount of $69.98 which was promised to me on 6/14.

   

  Thank you,

  **************************** 

   

  Business Response

  Date: 10/21/2022

  Hello,

   

  Thank you for contacting Webroot.

   

  We are still on tract for you to receive this refund by end of month.  As soon as I have any additional information, I will be sure to provide it.

   

  Thank you,

  Webroot Support Team

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 17929603
  
  I am rejecting this response because: it is currently 10/26 and I have not received a check. Can you provide me with the date the check was mailed, a tracking number and the carrier it was mailed with? 
  
  Sincerely,
  
  ****************************

  Customer Answer

  Date: 11/16/2022

  I still have not received the refund check. Even after speaking with a Director of the company named **** who assured me over a week ago that it was being mailed. This company is not trustworthy, they promised the refund on 6/14/2022. No one should have to wait this long.

  Business Response

  Date: 11/29/2022

  Hello,
  
  We have confirmed the refund check has been mailed to **************** and have called to communicate this as well.
  
  This refund has been issued in the full and requested amount.
  
  Thank you,
  *********************
  

  
  

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 17929603
  
  I am rejecting this response because: yes, webroot has called me twice saying that the check was in the mail. The last time was on 11/18 then 2 weeks prior to that. On 11/18 they said the bank would mail it out on Monday, 11/21.  Today is 11/29. I have yet to receive the check. Again, this has been going on since 6/14. They will not overnight a check as they tell me they do not do that.
  
  Sincerely,
  
  ****************************

  Customer Answer

  Date: 12/07/2022

  I have not received the refund check as promised.

  Customer Answer

  Date: 01/05/2023

  No refund check has received. They keep promising that they are mailing it, yet I never receive it. They sent me an email through my closed account on 12/19/22 so I couldn't open it. Therefore I called, and spoke with **** who while on the phone with me, was speaking with ****. I was told a check had been mailed but was returned to them because they left off the Lot # to my house. They re-verified my address (which they had correct, then told me another ch3ck would be mailed to me on 12/20/22. I have not received that check. I am very tired of the lies and games. I just want the refund that is owed and promised to me back in June of 2022.

  Business Response

  Date: 01/20/2023

  Hello,
  
  Weve contacted *************** after the check was returned for incorrect mailing address.
  
  We have verified the address, and have mailed an additional check to *************** that was processed on January 4th.
  
  The check was for the full amount of the refund requested.
  
  Thank you,
  *********************
  

  
  

  Customer Answer

  Date: 01/20/2023

   
  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.

   

  However, i would like it known that this process took over 7 months and countless hours on the phone and emails and working with the BBB to get it resolved. 

   

  When I received the check it said the invoice was dated 11/2/21 and the check was cut on 11/18/22. Even with the supposed mis-mailing, it should not have taken another 2 months to get it to me.  I did deposit the check and it has cleared my account. 
  
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:08/26/2022

  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 received an email from the company saying I purchase a subscription for this company. I never made any such purchase, this is a cyber crime and I want to know how do I report this. The phone number is ************** and the e-mail is ***************************** No such purchase was authorized $379 for 3 years. Whenever I call the number message says all circuits are busy try your again later. The company is Webroot security. Can you help me resolve this issue.

  Business Response

  Date: 08/29/2022

  Hello,

  Thank you for contacting Webroot.

  We do not find your information present within our subscription database and the experience sounds like that of a third party technical support group.

  We encourage you to contact your financial institution for the origin of this charge and options you may have to dispute it.

  Thank you,

  Webroot Support

• Initial Complaint

  Date:08/17/2022

  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 was reviewing my bank account and came across a withdrawal from my checking account that occurred yesterday (08/15/2022) for the amount of $52.99 for an automatic subscription renewal from Webroot through Best Buys Geek Squad that I didnt authorize. Upon trying to find this subscription, I reviewed Best Buy account for subscriptions and this Webroot service was not listed. In fact, Best Buy shows I have no subscriptions. I then went to this Webroot website and tried to find this subscription but I didnt have an account or the requested key code to create an account. Webroots instructions on how to cancel kept deferring me back to Best Buy. I finally found a link to request a refund on Webroots web site but when I clicked it I got a 404 message stating the page wasnt available. Basically, Webroot is taking money without consent and making it impossible to locate a way to cancel this automatic renewal for a subscription that doesnt existso they get to steal your money by auto renewing a service you didnt sign up for. Ive contacted my bank and told them its fraudulent activity and to stop any further withdrawals from Webroot.

  Business Response

  Date: 08/22/2022

  Hello,

  Thank you for contacting Webroot.

   

  Based on the information you have provided, please call Best Buy at **************. Be sure to mention your subscription software through Best Buy. 

   

  They maintain and bill your subscription, any account actions would need to be processed by their team.

   

  Thank you,

  Webroot Support

• Initial Complaint

  Date:08/12/2022

  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 a 1-year subscription to Webroot Internet Security one year ago through Best Buy online. I JUST ACTIVATED the product two or three weeks ago, when I first set up my computer. I just got notice that my Webroot product expired -- ONLY 2-3 WEEKS AFTER ACTIVATING IT. I WANT A REFUND! I PAID FOR ONE YEAR OF SERVICE, AND I EXPECT WHAT I PAID FOR!Nothing in the purchase said anything about expiring before the product is actually activated -- or starting the day from purchase. ****** and other internet security purchases have never done this, so I had no reason to expect it with my purchase.I WANT TO BE REFUNDED FOR MY PURCHASE. This is not what I paid for.

  Business Response

  Date: 08/22/2022

  Hello,

  Thank you for contacting Webroot.

   

  We are unable to find a subscription with the information you provided and believe that your subscription is held by Best Buy.

   

  For this issue, please contact Best Buy at **************. Be sure to mention your subscription software through Best Buy. 

   

  Thank you,

  Webroot Support

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service 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.

  1. I renewed a subscription, received an email receipt, and my account still shows as expired. Webroot SecureAnywhere Internet Security Plus 3 Device 1 Year Renewal Product keycode: 5AFFONLNC10D0B464942 USD$59.99$0.60 tax 2. They used my old keycode as the new keycode which, apparently was not designated as a reassigned code as the account is still expired. Old keycode in expired account: 5AFF-ONLN-C10D-0B46-4942 3. I have followed the pathway on the company website to request a new keycode and get a page with a box that says "I already have my keycode." When I complete these fields and select Download, I get a prompt to open the download, which simply opens the account manager already installed on my PC. "Get started" in the account manager takes me back to the download page and offers a prompt to execute. Clicking the execute command simply causes the account manager box to appear again - and around it goes in the same circle. I do not have a different result accessing downloads in PC files. Screenshots attached.4. I have called three different customer service phone numbers that all route to the same place, where I cannot, in fact, talk to a service rep for this particular issue. *****************-842-3702, 866-350-6089 The voice menu directs me back to the aforementioned web page. 5. I went back onto the website to look into other service avenues and found a phone number for Best Buy accounts - which I used as the account was originally purchased through Best Buy. 6. The Best Buy rep was shocked but cannot help me - and I have no disagreement with them.7. Also attached are the purchase confirmation email (in three parts for visibility) and a screenshot of my account manager showing the subscription is expired.

  Business Response

  Date: 08/09/2022

  Hello,

   

  Thank you for contacting Webroot.

   

  We've reached out via support ticket and are happy to further assist.  Please reply back to the engineer with the requested information and we'll be able to quickly resolve any technical issues you may have.

   

  Thank you,

   

  Webroot Support Team