Complaints

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:10/23/2024

  Type:Service or Repair 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 am having issues with my new irobot and called to get help. the *** was very nice but chose to send me parts to fix it or at least to try. they told me this would be an easy process. I am a disabled person and that is one of the reasons i love the irobot so much. The parts arrived but they are anything but easy for me to work with. I am not even able to get the old part out of the machine to even try to put the new one in.... i did email the company but no ***ly.i am sorry that i am not able to do this but for over $1k retail, i am hopeful you have other options.thank you very much

  

  Business Response

  Date: 10/24/2024

  Hello **** ***,

  We are sorry to hear that you are not enjoying your Roomba s9, this is not the experience we want for any of our customers.

  To offer you the best solution, we had to do some investigation to better understand the possible culprit. 
  
  We found the following Contacts associated to your name and shipping address, we also found a number of orders and interactions with Tech Support. The following robots have been found associated with your warranty claims:
  
  1. Contact Name: **** ***, on the date of Nov/24/2022
  The contact email: ****************************
  With address: **********************************************************************;60174
  The order ******** was placed for a brand-new Roomba s9
  The robot with Serial Number ********************* was manually registered by the support ***resentative who took your call.
  A new robot with SN S955020J220816N202515 was sent as ***lacement but was never registered or connected to the iRobot Home App.
  
  2. Contact Name: **** *** ********, on the date of Jun/10/2023
  The contact email: ********************************************
  With address: ********************************************************
  Order number ******** was placed for a brand-new Roomba s9
  No SN was provided to the support *** during the interaction.
  A new robot with SN S955020J221115N200624 was sent as ***lacement, which was also not registered or connected to the App.
  
  3. Contact: ***** ******, on the date of Sep/23/2023
  The contact email: **************************************
  Address: *****************************************************************************************************
  Order number 07020371 was placed for a brand-new Roomba s9
  The robot with SN S955020J221115N200624 was presented for a warranty claim
  A new robot with SN S955020J221027N200036 was sent as ***lacement, which was also not registered or connected to the App. 
  One month later, another warranty claim was made on Oct/11/2023 with case ******** for the same robot
  When the Tech Support ***resentative asked for additional information, there were no additional responses from the contact.
  
  4. Contact Name: **** ********, on the date of Oct/30/2023
  The contact email: *************************
  With Address: ********************************************************
  Order number 06902725 was placed for a brand-new Roomba s9
  The robot with SN S955020J220808N202150 was presented for a warranty claim
  A new robot with SN S955020J221108N200271 was sent as ***lacement, which was also not registered or connected to the App. 
  

  5. Another warranty claim was made on the same date with case 09708692
  Order number 07120166 was placed for a brand-new Roomba s9
  SN S955020J221130N201752 was sent as ***lacement, it has not been registered yet

  Based on the aforementioned findings, we will not be able to send another ***lacement robot, and we appreciate your understanding.

  We recommend that you always register your robots and connect them to the iRobot Home App, this will give our Tech Support agents the chance to access the diagnostics of your robot and offer the most suitable resolution.

  Should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  your answer is ********  mat of those names and addresses arent even mine  you are so Cheap  you sell pieces of frap for over 1

  k and then dont support  then when they dont last  it doesnt matter how many turns a person buys one if they keep Breakiing, that shows your projects are crappy not that I have a problem   Pointing out how many issues your products have with one or two customers only shows how cheap your products are and proves my point

   

  your reply is unacceptable  you just sent me replacement parts a week ago and are ignoring my emails for help  you specially told me in an email that if I had problems with the part, to reach out  but when I do you ignore me  

   

  I also feel this is discriminating to the disabled    I cant take this past and put it back together  the whole reason I bought this is to help me with my chronic illness limitations  

   

  its obvious all you care about is money   I highly reject their reply  those names and addresses they listed arent even all mine

   

   

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 10/28/2024

  Hello ****,
  
  We are sorry to hear that you are not satisfied with our response. After completing an investigation, we found these orders and cases, which the same physical address that reference the same Zip Code that you provided with this BBB complaint.

  The backtrace of orders and Serial Numbers also provided that by this time, your warranty status has been expired for a couple years and we have honored it further as a courtesy to help you to the best of our abilities. 

  We also recommed, for better product support, that you always register your devices as doing so allows our Tech Support representatives to access your robots' diagnostics and provide more targeted solutions. Please see this article on product registration.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

• Initial Complaint

  Date:10/20/2024

  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.

  We bought the iRobots Roomba j9+ combo vacuum robot and it has been malfunctioning since the beginning. We have called and complained to iRobots customer support about 5 times and they have sent us a replacement everytime. But every product we receive malfunctions, has either charging issue, sealing problem, or doesnt automatically refill. A lot of times the robot just ends up discharging completely rendering it completely useless. We have been following manufacturer recommended practices to the book by keeping up the maintenance, but still end up spending multiple hours a week troubleshooting on our own and even more if we call the customer service. We have records of all the communications on emails where they have agreed to send us replacement products but after multiple replacements, we just want our money back because this product has taken a lot of our valuable time (which is the opposite of why we buy these products in the first place i.e. to save time). I believe this is an engineering issue and quality control issue on iRobots part and I do not want to deal with their products anymore. There are multiple such complaints coming up about this product so at this point I just want to return it and get our money back so that we can spend it on another more reliable product. I am attaching the latest communication with them but we have several more of the same but just with this latest communication it will be clear that how much time we have spent just troubleshooting and communicating with iRobot for this product which is supposed to make life easier.

  

  Business Response

  Date: 10/21/2024

  Hello ******,
  
  We are sorry to hear that you are not enjoying your Combo j9, this is not the experience we want for any of our customers.

  After checking our logs, support cases and robot's diagnostic data from the Cloud, we have found incidences of Error 4 and Error 18. Both of which fall under controllable circumstances. For example, error ************************************************************************************************************* moved (lighting, furniture, etc.) and we'd appreciate your help confirming that the troubleshooting steps described in this support article have been completed.

  For Charging Error 4, this support article describes the common root causes and how to fix it. At this very moment, we are seeing the robot connected, with 100% battery charge, and no battery issues present. We'll be glad to continue monitoring the robot's performance until we get rid of any mishaps that negatively impact its performance. Looking forward to your feedback on the steps' results.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello, 

  The charging errors are very frequent and customers follow their due diligence to make the product work if they are paying that huge amount of money. We clean the charging contacts/ sensors almost every day with dry cloth. After that it takes several hours to reboot the vaccum because cleaning contacts alone doesn't work and one reboot also doesn't get it working. The product is advertised as self fill and mop vacuum but it doesnt automatically fill its tank. During the task if it runs low on liquid it starts vacuuming and even after returning to dock or starting next job it doesn't auto refill. There was a software update for the same but it didn't help at all and we have to manually refill it every time to make sure it mops when required. There was also a complaint logged by us about the leakage when the vaccum didn't refilled its tank and instead spilled the liquid on clean base which ruined its charging contact and I don't even remember what number of replacement was provided for it because there were plethora of issues we were having and we were just being provided replacements after replacements. There also have been sealing issues with the clean base and thus the vaccum doesnt automatically empties its dirt. Again we do the reboot and clean it manually. Rebooting also takes away certain options from the app so its another bug and makes you spend several hours to keep it going. For eg today itself the robo vaccum returned after the task and without giving any error its just sitting without charging saying its ready for vaccum and mop. Now as per my experience with this product in the past with same issue, its gonna discharge the entire battery and show low battery issue before next task unless I reboot and clean it 10 times. Please find the screenshots for the same. I can't attach the video here to show that it doesn't refill when I manually hit refill option. We believe that the charging contacts are not upto the par of the life expectancy of the product and the product should not be advertised like this to mislead the people and should not be charged for this high amount without fixing these bugs
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 11/05/2024

  Hello ******,
  

  Thank you for your message and information. We looked at the logs again and they show us that for the last 2 weeks, starting on October 21st. The robot has been working adequately.

  From Oct 21st to Nov 5th there was only 1 instance of Error 18 that took place on Oct 26th, that same day another mission was run successfully. On Nov 5th there was another *** successful mission but for some reason, a second mission was initiated manually and that one failed. However, a little after that, a third mission was ran, succesfully as well. At the bottom of this message we'll include the daily breakdown for your reference.

  On Nov 5th we also have a tank re-filling complete. Prior to that, there's been other instances where the nozzle can't be inserted for refilling, this is an indicator of an external block of sorts, inside of the base that is not allowing the robot to sit level. See images attached.

  We are willing to have your robot replaced once more if you're able to share with us the receipt from the purchase at *******, we found a picture in one of your cases but it is missing some important details, please see this article on what is an acceptable Proof of Purchase. 

  Looking forward to your response and required details.
  
  Thank you,
  
  iRobot Customer Care
  
  
  ---------------------------------
  

  Roomba Combo j9+ missions from the last two weeks:
  Oct/21 - Scheduled mission - Direct Room Cleaning - Status "Success" - Min Ran: 72 - Area Covered: 525 sq ft
  Oct/22 - Scheduled mission - Direct Room Cleaning - Status "Success" - Min Ran: 96 - Area Covered: 497 sq ft
  Oct/23 - Scheduled mission - Direct Room Cleaning - Status "Success" - Min Ran: 69 - Area Covered: 489 sq ft
   Oct/24 - Scheduled mission - Direct Room Cleaning - Status "Success" - Min Ran: 83 - Area Covered: 495 sq ft
   Oct/25 - Scheduled mission - Direct Room Cleaning - Status "Success" - Min Ran: 70 - Area Covered: 473 sq ft
   Oct/26 - Scheduled mission - Direct Room Cleaning - Status "Stuck" - Min Ran: 63 - Area Covered: 224 sq ft
   Oct/26 - Clean Button - Clean - Status "Success" - Min Ran: 314 - Area Covered: 783 sq ft
   Oct/27 - Scheduled mission - Direct Room Cleaning - Status "Success" - Min Ran: 64 - Area Covered: 415 sq ft
   Oct/28 - Scheduled mission - Direct Room Cleaning - Status "Success" - Min Ran: 80 - Area Covered: 491 sq ft
   Oct/29 - Scheduled mission - Direct Room Cleaning - Status "Success" - Min Ran: 100 - Area Covered: 494 sq ft
   Oct/30 - Scheduled mission - Direct Room Cleaning - Status "Success" - Min Ran: 76 - Area Covered: 504 sq ft
   Oct/31 - Scheduled mission - Direct Room Cleaning - Status "Success" - Min Ran: 97 - Area Covered: 507 sq ft
   Nov/1 - Scheduled mission - Direct Room Cleaning - Status "Success" - Min Ran: 74 - Area Covered: 495 sq ft
   Nov/2 - Scheduled mission - Direct Room Cleaning - Status "Success" - Min Ran: 70 - Area Covered: 396 sq ft
   Nov/4 - Scheduled mission - Direct Room Cleaning - Status "Success" - Min Ran: 92 - Area Covered: 496 sq ft
   Nov/5 - Scheduled mission - Direct Room Cleaning - Status "Success" - Min Ran: 85 - Area Covered: 487 sq ft

  Customer Answer

  Date: 11/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I must reiterate that the issues with the Roomba j9+ Combo have not been resolved after following the general debugging steps so far and we are at the verge where we have to take this necessary step of involving BBB. While your logs show some instances where the robot worked adequately, it should be noted that there had been several errors where we had to manually reboot the robot in order to make it work and start the cleaning job. It is clear that there are still persistent problems that affect its performance, as outlined in my previous communications.
  To recap:
  Charging errors continue to occur frequently, requiring me to reboot and clean the charging contacts multiple times in a week. This has not been resolved by any troubleshooting steps. Even after your last communication, there have been multiple instances of robot malfunctioning.
  The self-refill feature does not function properly, and even after software updates by irobot, I still have to manually refill the tank for the robot to start the mopping jobs. Your logs do not indicate if the job completed was a vacuuming job or mopping job. The robot never starts the mopping jobs automatically unless we refill the tank manually. 
  Persistent Leaking from the clean base has caused damage to the charging contacts on multiple of your replacements. This indicates an engineering issue and we do not believe it will be resolved in another replacement.
  Additionally, sealing issues with the clean base prevent the robot from automatically emptying its dirt.
  Software bugs persist, such as losing settings after rebooting and the vacuum sitting without charging, causing it to drain its battery.
  Regarding your logs:
  Oct 26 error stuck: Oct/26 - Scheduled mission - Direct Room Cleaning - Status "Stuck" - Min Ran: 63 - Area Covered: 224 sq ft- Please see the photos titled Oct 26 docking issue. As you can see there are no obstacles around the robot and it got stuck for about 1 hour.
  Additionally, there have been other charging issues on Oct 20th, Oct 21st and Oct 25th which are not reflected in your logs (please see the images attached with dates as titles). This indicates that your logs do not capture all issues that we have faced. In fact, the logs we see in our app have more unsuccessful events compared to the logs you shared. Please see the app screenshot attached titled Error Logs.
  Oct 29th Charging Error: Please see two photos attached titled October 29th charging error. In these images, you can see that the robot is on the dock but it is not charging as indicated by a light gray lightning symbol. In this situation, the robot is actually draining the battery while on the dock but still shows as ready to vacuum. Also, there is a one hour difference between the two screenshots and the battery level of the robot has not increased, confirming non-charging while sitting on dock. These kinds of errors are also not reflected in your error logs. 
  Nov 4th Docking Issue: As you yourself have indicated there was a failed instance of a job which is also not reflected in your logs, reaffirming incompleteness of your logs. Please see images titled Nov 4 docking issue for proof of issue. In the images, please pay attention to the time stamps. There was a docking issue at 7:45 am, and in the subsequent image with the same time stamp, you can see that there are no obstacles around the robot and there is plenty of light. 
  Nov 5th Issues: There were multiple issues on Nov 5th, again not captured in your logs. There was a leakage issue. Please see image titled Nov 5 leaking issue indicating leaking from the robot while trying to refill on the dock. There was another docking issue where you can see the robot stuck right in front of the clean base without any obstacle. And further, another image titled Nov 5 charging issue shows the robot not charging while on dock as indicated by the light gray lightning symbol.
  These are just the evidence for the logs that you have provided. These issues are still persisting to this date and we have several screenshots, videos and photos for days after Nov 5th when the robot has had one or more types of malfunctioning.
  However, the core issue is not with replacement. As Ive mentioned before, multiple replacements have been provided, but the underlying issues have not been fixed, despite following all troubleshooting steps. I do not believe further replacements will resolve the engineering and quality control problems that have become clear over the course of using this product.
  At this point, I am requesting a full refund for the Roomba j9+ Combo. Ive already spent significant time troubleshooting and dealing with malfunctions, which goes against the very purpose of buying such a product, which is supposed to save time and hassle.
  Regarding the proof of purchase, I am happy to provide it. Please find attached the receipt from *******, which should contain all the necessary details.
  I would appreciate a prompt response on how to proceed with the refund process, as I no longer wish to continue with this product. Thank you for your understanding, and I look forward to your confirmation.
  

  Sincerely,
  ****** ***********
  ]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 12/24/2024

  Hello ******,
  
  Thank you for your message and details. It is unfortunate that you feel that the robot does not meet your expectations, with a global fleet of millions of robots operating daily without hiccup we only can but wonder what went wrong in your case. We have replaced your robot, we have looked at the robot's diagnostics and we see a list of successful missions ran with little to no issues. Nevertheless, we can offer you a different model if this one does not meet your quality expectations.

  This is our latest model, Roomba Combo C10 Max with Auto-Wash Dock, it is certainly an upgrade to your current model. Please give it a look and let us know if you'd agree to the replacement. Regarding a refund, we are unable to refund you for a purchase made at ******* since it is *******'s return and refund policies the ones applicable, you could try checking with them if this would be a viable option. We can only refund you when the order was placed from our website (**************************). 

  Looking forward to your comments and wishing you Happy Holidays in advance.

  Regards,
  
  iRobot Customer Care

• Initial Complaint

  Date:10/07/2024

  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 ordered the vacuum off of Amazon, I was well within the return time when it stopped working. I did all the troubleshooting steps, it doesnt empty to the charging docking station as its supposed to. Roomba replaced the item, the exact same thing is happening with the replacement. Now I am outside of the return window , and they will not allow me to return it for a refund. Theyre telling me a replacement wont do anything, because theres a problem with their software. I paid almost $1000 for this item, and it doesnt work. The replacement doesnt work. Theres no point in replacing it again, they fully admit that. It wont work. I want my money back. They are refusing to refund me because I purchased through ******. ****** wont refund me because Im outside of the return window and they tell me I have to deal with the company. So now they have my money and I have no working product, *** already had it replaced once and the exact same thing happens.

  

  Business Response

  Date: 10/08/2024

  Hello ******,
  
  We are sorry to hear that you are not enjoying your j9, this is not the experience we want for any of our customers.
  
  While reviewing your case, we were unable to find any diagnostic data for the replacement robot with Serial Number *********************, it seems that it's not connected to the App yet. This information is critical for conducting a proper investigation of the error presented by the new device. We'd appreciate your help connecting the robot and letting us know, to continue with the investigation.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello. 
  
  I am not satisfied  because they still are not doing anything. They are lying. Attached is the image from their app showing its been connected to the app this whole time. 
  
  Your product works for a bit and stops. Your supervisor admitted there is an issue with your software and the same thing will keep happening with replacements. 
  

  Stop lying I have proven its connected. Your product didnt work, you replaced it and it doesnt work again. I want my money back. You can this back! 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

  

  Business Response

  Date: 10/21/2024

  Hello ******,
  

  Thank you for your response. We do have visibility now of your robot and its diagnostics, which helped us identify a setting that has a direct impact in your robot's ability to complete a job, Bin Full Behavior: Pause Job. This means that the robot is bound to stop any cleaning missions once it detects that the bin is full, you can change this behavior by going to your App and making the changes described in this support article, we'd also suggest that your robot is rebooted once the bin full behavior is updated and the bin sensors are cleaned. 

  The other error that we have identified, is Error 18. We'd like to clarify that Error 18 only presents when there are environmental elements that meddle with the robot's ability to navigate. Please see this support article on how to resolve Error 18. 

  Besides the aforementioned, we have also found several successful missions, where the robot started a job (usually via Alexa ****************** is able to return to the base. This gives us hope that the robot is not deficient and there are external elements that once resolved, should allow the robot to continue performing as expected.

  We sincerely appreciate your cooperation with the troubleshooting steps described above and that you share the findings in your next response.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 10/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as *************************************** is not listening at all, the robot is not emptying to the base when the bin is full, the entire reason I purchased this is so when filled, it goes to the docking station and empties. This is not working. Your team has already told me it is a software issue, where it does not empty to the docking station as it should. I have already had it replaced once and the same issue is happening. You can not make your item work. You are selling a product you know does not work, and lying. 
  
  You lied about the robot not being on the app, and I proved that. I have proven already the item does not work and you know it. Give me back my money and you can have your product back. It is fraud to sell a product knowing it does not work! The whole point is for the bin to empty to the base, it does not! I have changed the bag, even though it was empty, I have cleared, and cleaned the robot, it does not empty to the docking station. 
  
  Please stop going in circles. 
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:10/06/2024

  Type:Service or Repair 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 offered and purchased an extended warranty for a vacuum cleaner I received as a gift. There was no requirement to provide a receipt or proof of purchase when the warranty was purchased. The warranty was offered to me by irobot via the app used to control the vacuum. I paid for the warranty on August 7th and received a confirmation email. When I called to ask for help with an emptying issue I was told I had to send in the device and was disconnected from the call. I called back and the next *** told me she couldnt find any warranty so I emailed it to her. I was told I cant use it because I didnt personally buy the vacuum and provide an invoice. I was able to ask for something from the person that gifted it to me and sent what they provided to irobot. I am not interested in them honoring or ***airing anything now, I just want a refund of the funds I paid for a warranty they offered to me that I cannot use. I explained that to the ***, she escalated it and the next *** again asked for a sales invoice. I again explained to this 3rd *** its a gift and all I am asking for is for the warranty they sold me be refunded to me because it was sold without asking for an invoice.

  

  Business Response

  Date: 10/07/2024

  Hello *******,
  
  We are sorry to hear that you are not enjoying your j7, this is not the experience we want for any of our customers.
  
  We'd like to start by offering an apology for the hiccups with our Support Team, we have validated and cascaded down the information to prevent this issue from happening again in the future. Your Extended Warranty information is as follows:
  - Start Date: 5/25/2025, 08:00 PM
  - Subscription Expiration Date: 5/25/2028, 08:00 PM

  By looking at the reason for your contact with support, we found incidences of Error 1010. This error occurs when your robot is returning to the dock during or after a mission and can no longer move across the space it had previously crossed to find the dock. You can take the following steps to prevent Error 1010 from occurring:
  - Clear all obstacles and open all doors in your robot's path.
  - Provide proper lighting.
  - Ensure that your robot can find the Visual Docking Target or infrared (IR) window on the dock.
  - Ensure there is a clear path to the dock or where the robot started the mission.
  - Make sure to try reverting their Smart Map to a previous version or update the map with a Clean Everywhere mission.

  After checking the recommendations listed above, should the issue continue, please respond to this message, always from the BBB portal, and we will proceed with the next step until we find a resolution for your robot.

  Looking forward to hearing back from you!
  
  Thank you,
  
  iRobot Customer Care

• Initial Complaint

  Date:10/02/2024

  Type:Delivery 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.

  Iroomba issues not working, called numerous times as 1 yr warranty should be applied , all we hear is part replaced and when we are asking to escalate to managers we got disconnected by non usa call center for over 10 times!!

  

  Business Response

  Date: 10/04/2024

  Hello Ratie,
  
  We are sorry to hear that you are not enjoying your Roomba i1, this is not the experience we want for any of our customers.
  
  After carefully listening to the last phone conversation with one of our Tech Support agents and reviewing the media provided during that interaction, we have determined that you need a new Cleaning Head Module. The only other thing that we need your assistance with, is with a picture or screenshot of the receipt from Sam's Club, for warranty validation purposes.

  We also investigated thoroughly your claim about having being disconnected multiple times by our Support Team, but only found that one phone call in question. We extend our sincere apologies for any mishandling of your issue and during any call that may have not been recorded by our system, but you have our commitment to have your robot up and running as soon as physically possible once you provide the aforementioned proof of purchase. Please make sure all the information is visible, this support article describes all the elements of an acceptable receipt.

  Looking forward to your response and to continue assisting you.
  
  Regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 10/04/2024

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 22371520. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  

  
  

  
  
  

  I have not heard back from the irobot 

  

  Business Response

  Date: 10/16/2024

  Hello Ratie,
  
  On October 4th we posted the following response to your original complaint:
  

  "We are sorry to hear that you are not enjoying your Roomba i1, this is not the experience we want for any of our customers.
  
  After carefully listening to the last phone conversation with one of our Tech Support agents and reviewing the media provided during that interaction, we have determined that you need a new Cleaning Head Module. The only other thing that we need your assistance with, is with a picture or screenshot of the receipt from Sam's Club, for warranty validation purposes.

  We also investigated thoroughly your claim about having being disconnected multiple times by our Support Team, but only found that one phone call in question. We extend our sincere apologies for any mishandling of your issue and during any call that may have not been recorded by our system, but you have our commitment to have your robot up and running as soon as physically possible once you provide the aforementioned proof of purchase. Please make sure all the information is visible, this support article describes all the elements of an acceptable receipt."
  

  Looking forward to your response and to continue assisting you.

  Regards,
  
  iRobot Customer Care

  

  Business Response

  Date: 10/24/2024

  Hello Ratie,

  Thank you for the attachment, we have received it now, it seemed to have come with a delay.

  We have reviewed the receipt, and it states that the robot is already underway for a return with ***** Club. Researched our internal tools as well and found out the robot no longer connected to the Cloud. Can you kindly advise how can we continue being of service for you? Looking forward to your reply.

  Regards,
  
  iRobot Customer Care

  Customer Answer

  Date: 10/28/2024

   

  **** club can not replace this robot, therefore the robot was not returned, instead we contacted robot for repair 

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Ratie

   

   

• Initial Complaint

  Date:10/01/2024

  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.

  I am writing to formally file a complaint against iRobot concerning the poor customer service I have received over the past few weeks. My Roomba has not been able to connect to the app for over two weeks, showing an "offline" status despite all my other devices being connected to the same Wi-Fi network.I first reached out to customer support two weeks ago, and although the representative I spoke with was polite, I found her assistance to be unhelpful. I was informed that a ticket would be created to expedite my issue since the troubleshooting techniques provided were ineffective. However, no one contacted me for several days, and I did not receive the promised expedited service.Additionally, a follow-up call was scheduled for me at 10 AM; however, no one called until after 10:30 AM, by which point I had already made other plans for my day. This lack of consideration for my time is frustrating and further emphasizes the poor service I have encountered.Recently, I spoke with another representative, ******, who provided me with the same troubleshooting instructions I could easily find online. While the Roomba can still be activated manually, the ability to control it through the app is a significant selling point for me, especially for convenience when Im not at home.I am disappointed with the lack of support and communication from iRobot. Given the ongoing issues and the expiration of my warranty, I am seriously considering switching to another brand altogether due to the inadequate customer service I have experienced.I hope that this complaint will be taken seriously, and I would appreciate any assistance you can provide in resolving this matter.

  

  Business Response

  Date: 10/02/2024

  Hello Diandra,
  
  We are sorry to hear that you are not enjoying your Roomba i3, this is not the experience we want for any of our customers.
  

  We'd like to extend an apology on behalf of our Tech Support teams that faced challenges calling you on the stipulated time, however, we'd also like to offer an explanation to such events: Team Members are onboarded to a mix of incoming and outgoing calls and, there may be times when an ongoing call would extend further than expected, thus limiting our ability to make scheduled calls as planned. This feedback has been cascaded down to our Support areas to offer a callback window, instead of a locked timeframe.

  Moving forward, we surely understand how useful the App is to you under lots of circumstances, but given yours specifically, the issue needs to be thoroughly investigated. The reason being that WiFi capable robots coexist with other devices in order to maintain a connection to the Cloud, these relationships are often fragile, and a good example of their fragility is your own very case:
  • On 9/16, you shared a picture of the app showing error c510, about the robot's depleted battery
  (also attached to this platform for reference).
  • A low battery prevent it from feeding energy to the robot.
  • A robot without energy does not hold a connecting to your network.
  • Off the grid, the robot does not communicate with the Cloud.
  • Unable to communicate with the Cloud, the robot can not be found by the iRobot Home App. Hence, the errors you're being affected by. 

  We will be sending a Magic Eraser (melamine foam) to ensure your robot's charging contacts and their mates on the base are in pristine conditions. For that, we'll appreciate that you share your shipping address. When you receive the melamine foam, please give your contacts a good clean as instructed in this support article. After doing this, place the robot back on the base and allow it to recharge for at least two hours and try connecting to your App once more.
  
  We'll be looking forward to your reply, should the charging continues to fail, please share pictures of your robot's charging contacts, and we'll take it from there.
  
  Thank you,
  
  iRobot Customer Care

• Initial Complaint

  Date:09/26/2024

  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.

  Hi,I hope this message finds you well. I've been trying for weeks to find out when the warranty on my Roomba i6 expires, but I keep getting the runaround. This seems like a straightforward request, and I would appreciate your help in providing the expiration date. Case # ********.Thank you for your assistance!Email from customer service below:Thank you for contacting iRobot Customer support.We will respond to your message within one to two working days.A summary of your Case details is listed below: Case Number: ******** Case Subject: Roomba i6 / Warranty information We have created many useful resources to help you get the most from your robot and answer commonly asked questions - you may find the answer to your question here:

  

  Business Response

  Date: 09/26/2024

  Hello *******,
  
  We are sorry to hear about the inconveniences experienced with our Support Team, this is not the experience we want for any of our customers.
  
  This information has been shared by them through the ticket number ********, but we'd like to also relay it here:
  Coverage Start Date: Apr 13 2023
  Coverage End Date: Apr 13 2026
  Contract ID: ************************************

  We'd also like to show a token of appreciation for your patience and inconveniences, we've placed order number ******** that included some freebies:
  1. Melamine Foam Sponge (Magic Eraser), to keep your robot's charging contacts and the base mates in pristine conditions, to prevent any charging issues.
  1. Evacuation Bags Kit (3 bags), to spare you from purchasing any until at least to the beginning of next year.

  We hope you continue enjoying your robot, should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 09/27/2024

  
  Better Business Bureau:
  
  BBB first I like to express my heartfelt gratitude for the invaluable assistance your organization provided in resolving issues.
  After reaching out to the Better Business Bureau with my concerns, I was pleasantly surprised to receive prompt communication from iRobot addressing the issues I had raised. The responsiveness and efficiency with which the matter was handled reflect positively on both iRobot and the Better Business Bureau. I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I also like to thank IRobot for all the freebies.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair 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.

  The original brava jet was purchased from HSN 4/2023. It was returned and replaced because the charging cable was defective.The replacement arrive late June 2023. The brava jet was been on the charging stations for days and even weeks. The jet will light up when on the station however it does not charge. The top wouldnt open and now I know why its not connected any longer to the electrical wires. I called the company to try to get it replaced and the representative while nice didnt understand that I was not available nor willing to spend a few days and intermittent times trying to troubleshoot. The device cost too much money to just stop working and to have issues with the top opening and closing.

  

  Business Response

  Date: 09/24/2024

  Hello ******,
  
  We are sorry to hear that you are not enjoying your m6, this is not the experience we want for any of our customers.
  
  After having reviewed the evidence shared, there's one last thing we'd appreciate your help sending our way: Take a picture of the robot with the lid open, showing the Serial Number, make sure it's clear to read. Having this last piece of information, we'll ensure to offer the best solution for your case.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 10/04/2024

  I am rejecting the response because this matter has not been resolved.

  On 09/23/2024 I provided the representative the serial number verbally over the phone at which time she documented. Or so she said that she did.

  10/2/2024 I sent a picture of the serial number via email to ********************** customer care by replying to the email that I had received. I was told to upload the picture to the BBB case. 

  Which brings me to the reason I am stating that this matter has not been resolved.

  First, I did not purpose this item from Dollar Tree, I purchased it from iRobot. Why? Because I reasonable expect to get what I pay for when I walk in ***********; cheap price for snacks and beverages. However, iRobot Braava Jet Mop is high end electronics and is not sold in Dollar Tree and you would agree that when you pay $400 for electronics the level of service and commitment to customer service you match the dollar amount invested to purchase this item. To date, the service level agreement has not been kept and there has been a lack of ownership by the agents who responded told me that they would not forward you the picture that I sent via email and that I had to upload it to the BBB case. It's bad enough the device doesnt - now I have to deal with employees that don't care about customers like me who make it possible for them to work for you and in return earn a paycheck. 

  I want the device to be replaced and for iRobot to owner their service level agreement. Above all take responsibility and ownership!

   

   

   

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 10/08/2024

  Hello ******,
  

  
  Thank you for your message and details as requested.
  
  We are truly sorry to know that your robot and replacement from *** did not work as expected. We have assessed the situation and analyzed all the data provided, and decided to grant you a one time exception for a robot replacement. For warranty claims, we'd always advise you that for future instances, you buy from our website directly, this prevents different vendors' return windows and replacement policies.
  
  You will also receive a Return Label to your email inbox, that way you can ship back to us the defective unit. The order number is 07993405, and it should reach you within 3 to 5 business days.

  Please do let us know how things work with your new robot, and make sure to register it to the App and keep it connected to the WiFi to ensure we receive all the diagnostic data for future reference should anything not work as required.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 10/10/2024

  Once again, may I ask that you fully assess the complexity of this matter and mail the label. There was a major storm on in *******. Unless you are outside of the **** it is unacceptable for you to believe that I would be able to print and return the damaged until by mail within 3 business days. 

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:09/21/2024

  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 purchased a roomba j9+ vacuum on May 11 2024. The vacuum worked for about 90 days and now it takes on average 6 hours to charge, and it constantly disconnects. I always have to reboot or reset the wifi at least 20 to 30 times for it to connect, and sometimes it won't even connect at all. At this point, I've paid almost $600 for a piece of junk that does not save me time or effort, and doesn't work 80% of the time. Troubleshooting has not been helpful at all.I want to return it and get my money back, but the company refuses to help me with this.

  

  Business Response

  Date: 09/23/2024

  Hello ********,
  
  We are sorry to hear that you are not enjoying your j9+, this is not the experience we want for any of our customers.
  
  After reviewing the diagnostic data at our disposition, we found no critical failures with the robot. It mostly came down to charging issues, which also help explain why the robot can't stay connected to the App.

  WiFi capable robots coexist with other devices in order to maintain a connection with the Cloud, these relationships are often fragile, and a good example of their fragility is your own very case:
  Your robot is reporting low battery quite often.
  A low battery prevent it from feeding energy to the robot.
  A robot without energy does not hold a connecting to your network.
  Off the grid, the robot does not communicate with the Cloud.
  Unable to communicate with the Cloud, the robot can not be found by the iRobot Home App. Hence, the errors you're being affected by.

  Moving forward, we'd appreciate it that you share pictures from your dock's charging contacts and the robot mates, this will give us a better idea of the best approach.

  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 09/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:09/16/2024

  Type:Delivery 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.

  Date of the transaction: 07/24/2024 Amount paid: $1,497.99 Original Order Number: US01345948 Business committed to provide me a Roomba Combo j9+ Auto-Fill Robot Vacuum and Mop. When this item was delivered and I inspected it while getting ready to use it for the first time, it was damaged and had scratches on the robot. I called customer service and was provided a replacement for the Robot and Dock. I returned this damaged robot, while waiting for the replacement item to come in. When *** came to deliver the replacement package, I noticed the package was damaged and the UPS driver adviced me to just return it back to sender. The replacement package was returned to the sender and it has now been almost two months since I originally made this purchase and I still do not have my item nor my money. This is hands down the worst experience with a company I have ever had. Tracking number of replacement item: 1Z19F1V80305031644. Order number of replacement item: ********. Tracking number of damaged product originally received and returned: 1Z57AE899002676191.

  

  Business Response

  Date: 09/17/2024

  Hello ********,
  
  We are sorry to hear about the issues with your robot's shipping, this is not the experience we want for any of our customers.
  
  We have conducted an internal investigation to determine the best course of action and found the following:
  
  Your original purchase order number: US01345948
  The SN of the robot delivered to you by **** C975020Y240409N000420
  Return Orders or Return Labels: No Returns in our system for this robot.
  *** Tracking number: 1Z19F1V80304997167
  Shipment status as per TN: Delivered on 07/29/2024
  
  Your replacement robot order: 07846354
  SN of replacement robot shipped and delivered to you: C975020Y240509N000576
  Returns labels: RLN-161742
  *** Return Tracking number: 1Z57AE899018309003
  Shipment status as per TN: *** doesnt have possession of the package yet. Estimated delivery date will be available as soon as we get the package.
  
  The tracking number that you have provided for the return of the original defective unit, 1Z57AE899002676191:
  This TN is not logged in our system and unrelated to either your purchase order US01345948 or our replacement order 07846354.

  We have also identified that the original robot (SN C975020Y240409N000420) is currently registered under another customer's account.
  As opposed to the replacement robot (SN C975020Y240509N000576) that has no registration and no confirmation of receipt from our warehouse.

  We'd appreciate a little more information on the tracking number 1Z57AE899002676191 that you have shared with us, who gave it to you, when or via which platform. 
  It will help us greatly to gain some traction on the investigation.

  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 09/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

   

  Tracking number: 1Z57AE899002676191 is the return label given to me by customer support, I will attach the return label once again, but it was the return label given for the original defective item. So here is what I think the issue is, when the replacement order was first started, a replacement for just the service robot was initiated, I called back in and requested for a robot and dock to be replaced to prevent any mishap.This is when the service robot replacement order was canceled and a new replacement order was initiated. Both these emails contained a button to "print return label". When sending back the original defective unit, I used the label associated to the service robot replacement. Will include both screenshots of what I am referring to. If any other information is needed, please do not hesitate to ask.
  
  FAQ
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 09/19/2024

  Hello ********,
  
  Thank you for sharing the ** again.

  As we originally noticed, the label's TN is 1Z57AE899002676191, with destination to ***** Streams, **. However, *** reports that it was delivered to at **********, **, on 08/22/2024 at 10:01 A.M.
  Your replacement robot order # ********, was created with a Return Label of its own, 1Z57AE899018309003, that *** is reporting as package pending to receive.
  
  With these bits of information, it is not possible for us to validate your claim for another replacement robot or a refund, until both units may be verified as received by our warehouse. We are also amidst an investigation for several robots reported as damaged, and we're reviewing all the images involved to get to the bottom of things, we appreciate your understanding in the matter.
  
  Thank you,
  
  iRobot Customer Care