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
- 54 total complaints in the last 3 years.
- 15 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:08/07/2022
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 cancelled my subscription on 6/1/2022 so it wouldn't renew in July. I Spoke with a guy with a really bad accent from there company stating the subscription was cancelled and it would not be renewed. On 8/4/2022 Webroot charged my credit card and renewed my subscription. I do not need this product any more!! Please cancel and refund me my *****.Business Response
Date: 08/12/2022
Hello,
Thank you for contacting Webroot.
We were able to locate your subscription, however it is manager by Best Buy.
For any subscription inquiry, please call ************** and reference your Webroot subscription through Best Buy.
Thank you,
Webroot Support Team
Initial Complaint
Date:07/28/2022
Type:Billing 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.
On 6/23/22 a charge of $85.39 appeared on my credit card for Webroot Software. I have never done any business with this company. I reported it to my credit care company as fraud. They immediately canceled my card. They checked my credit card history and they found it to be a recurring charge starting on 6/29/20 for $138.74, again on 6/22/21 with two separate charges - $85.30 each. Obviously the earlier charges were overlooked by me, but I did catch the most recent charge. I attempted to contact the company by phone and was told all refunds were handled by e-mail and given the address ********************************** In following the instructions for the request for refund, I sent an e-mail on 6/23/22. I was asked for account number and/or serial number for product, which I didn't have since I never subscribed to their service. I asked for a refund at least for the charge on 6/23/22 of $85.39. I also asked they also consider refunding the charges on 6/20/20 and 6/22/21. By 6/229/22, I had received no response, so sent a 2nd request, to which I have received no response. I subsequently checked Webroots reviews on the BBB which were less than favorable.Business Response
Date: 08/01/2022
Hello,
Thank you for contacting Webroot.
We have not been able to locate a subscription with the email you have provided. We've also replied to the support ticket you originally placed with additional information that *** help us locate your subscription.
Thank you,
Webroot Support
Customer Answer
Date: 08/01/2022
Complaint: 17637500
I am rejecting this response because:
The fact that Webroot cannot locate my email associated with any account/subscription further supports that I never did any business with them. I am still requesting refund via check as the credit card they had previously used is no longer active.
Sincerely,
***********************Customer Answer
Date: 08/03/2022
I never received any correspondence from Webroot, thus the reason for the claim.Business Response
Date: 08/12/2022
Hello,
Thank you for contacting Webroot.
We are unable to determine what, if any, communication was sent without the method of contact.
If you could provide an email address or additional information we would be happy to look into this.
Thank you,
Webroot Support
Customer Answer
Date: 08/12/2022
Complaint: 17637500
I am rejecting this response because:
Sincerely,
***********************Customer Answer
Date: 08/23/2022
Complaint: 17637500
I am rejecting this response because: Two previous emails asking for refunds sent on 6/23/22 and 6/29/22 to the following email address: *********************************, the address given when I called ************** Again, I never signed up for your services so I have no invoice to reference.
Sincerely,
***********************Business Response
Date: 08/31/2022
Hello,
Thank you for contacting Webroot.
We are unable to locate an account with any information you have provided to us, and cannot perform any action because of this.
We are happy to help but require additional pieces of information that have been requested over our support ticketing system, or contact Best Buy to inquiry if your subscription is held there.
Thank you,
Webroot Support
Customer Answer
Date: 09/01/2022
Complaint: 17637500
I am rejecting this response because: As I have said NUMEROUS TIMES, you can't find any account information for me because I NEVER HAD ONE!!!! Some how you obtained my credit card number and preceeded to take advantage of it and me. Pretty shady, unprofessional way to do business.
Sincerely,
***********************Customer Answer
Date: 09/10/2022
Attached is the credit card statement for the time frame of June 14 - July 14, 2022, showing the charge from Webroot for $85.39.
In researching the charges for 2020 and 2021, I discovered that credits had been issued for those charges on the same month that they were charged. Therefore, I am no longer **************** for those, but only looking for reimbursement for the $85.39 charge that was made on June 23, 2022 - as indicated on the attached statement. Since the credit card that was used for this charge has been cancelled, I request that a check be issued for that amount - $85.38. This complaint indicates my mailing address.
I hope all this information is sufficient to support my claim, my reimbursement issued, and this issue laid to rest.
Business Response
Date: 09/27/2022
Hello,
Thank you for contacting Webroot.
With the most recent information we were able to locate your subscription and have refunded the amount back to the appropriate account.
Please reply back to your support ticket for any further questions.
Thank you,
Webroot Support
Customer Answer
Date: 10/03/2022
Complaint: 17637500
I am rejecting this response because:As stated in previous correspondence, the credit card that was charged has been cancelled and no longer active. Refund to me must be in the form of a check mailed to me at *************************************************, ** 28451
Your prompt attention to this matter would be greatly appreciated.
Sincerely,
***********************Business Response
Date: 10/13/2022
Hello,
Thank you for contacting Webroot.
The refund has been processed and will go back to the original account, regardless if the card has changed or cancelled.
Please contact the financial institute for their policy in these situations.
Thank you,
Webroot Support
Customer Answer
Date: 10/20/2022
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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