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:07/19/2024

  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.

  Since I received the product as a gift, it has been defective. Initially, the issues were limited to intermittently problems where it wouldn't refill. Then, I was told to replace the brushes and then the product had repeated Error Code 2 issues where it would stop for no reason (vacuuming the same areas without change that were originally working). I have spent MONTHS with customer service on these issues, received a replacement, and then have issues where the product simply doesn't connect and doesn't work at all! For the latest round, I have spent numerous calls and emails over 2 months trying to fix the error 2, refill, and connection issues. Each time, I get asked to send the same information -- various photos. I do so and told the issue will be escalated. In sum, the company seems to have a product that is defectively designed and they still sell it and apparently hope customers will junk the product and light a fire to the $1000 + hundreds on accessories spent.

  

  Business Response

  Date: 07/22/2024

  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.
  
  We have looked at your case and found that at some point, the wrong set of brushes were installed in the robot, hence the robot started reporting Error 2. To remediate, we can send you the correct set of brushes, which should take care of the error. Regarding the connectivity issues, we also looked at your communications with Product Support, and you're not experiencing an actual issue connecting to the App, we've looked at the robot's diagnostic data and found multiple instances of Error 2 and the robot connected to the iRobot Home App (Last connected: 7/22/2024, 11:53 AM), so we'd appreciate that you elaborate on the actual connectivity issue should there be one. 

  We'd also appreciate a short video showing the behavior, where you initiate the refill from the App and the robot does not comply.

  Looking forward to your response, if there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 07/23/2024

  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.]
  Attached is the image that has been result of every trouble shooting step with your customer support -- still no device connectivity for about 2 weeks. Your customer service support indicated an "update" that will come out at some point will fix this. As far as the repeated, intermittent refill issue -- I cannot film it because the device doesn't connect. I click refill and NOTHING happens at all. As far as the Error Code 2s that have started happening when I replaced the brushes with YOUR authorized (expensive) refill kit, they are the right ones. Besides, I replaced the cleaning head module and then you sent an entire replacement robot with brushes -- which presumably were the right ones since you sent them out. Same issue. Now months of trying to fix your $1000+ product (plus hundreds on replacement parts) just ends up with additional issues in addition to the Day 1 issue with refilling just deciding not to work. Your response fails to address these issues or the fact that I have been asked and sent the same pictures, had the same calls, with customer service over and over and over and over. In short, it seems apparently that you have sold a DEFECTIVE product if your own customer service team cannot fix it after months. This is completely unacceptable in addition to extremely frustrating and annoying.
  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: 07/30/2024

  Hello *****,
  
  Thank you for the details shared. Your frustration is understandable, but it is also true that there are millions of robots in our global fleet, reiterating our product holding up high quality standards. Yours may be a very rare case in which the original and the replacement robots had a deficiency to some extent.

  That considered, we're happy to honor your warranty and have the robot replaced in full, you'll also receive a return label for the current unit in your email. Should you choose to accept, please let us know in a reply.
  
  Thank you,
  
  iRobot Customer Care

• Initial Complaint

  Date:07/18/2024

  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.

  Purchased December 7, 2023. Order number US00972575. Paid $442.99. The product I purchased does not work properly. I have notified Customerservice numerous times. *** supplied them with videos, photos and complied with the tech instructions to dismantle portions of the unit and then reassemble. This has been going on for months. I asked to speak to a supervisor and was denied. I dont want to do business with this company any longer. I have written them requesting my money back. Still no reply, addressing my request.

  

  Business Response

  Date: 07/19/2024

  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.
  
  After reviewing your case, given the record of contacts and troubleshooting performed on your robot, we are glad to offer a brand-new replacement. Since this new robot is a single unit that is not attached to a Clean Base, we will need to ask that you keep your current, base, bin and battery and to return the robot alone. Looking forward to your response, should you choose to accept this replacement, let us know if your ******************** address is the preferred one.
  
  If there is anything else we can assist with, do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 07/19/2024

  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
  I do not accept the terms from I robot company. Keeping the tower backing shoot is unacceptable. I believe this is part of the problem. The unit does not respond with the app or manually. It continues to stop on its own and once based will not excavate, its dirt. Communication with the company has been going on for months without any resolution.  I Have lost Faith that this company will not do whats right.  I REQUEST A FULL REFUND. I AM UNDER WARRANTY. PROVIDE A BOX AND I WILL SHIP THIS PRODUCT BACK TO YOU.

  Regards,

  ******

   

   

  

  Business Response

  Date: 07/23/2024

  Hello ******,

  Thank you for following up.

  We understand your overall dissatisfaction for how your case was handled but, we kindly ask that you reconsider giving our robots a chance, reiterating that Roombas are held to high quality standards, with an average life-span of 5 to 7 years.

  What we offer to you is having the robot upgraded to the Roomba j7+, also a Self-Emptying unit with Precision Vision Navigation technology for Object Detection-Object Avoidance. Should you choose to accept this solution, we'll appreciate your help with returning the s9 for which we'll send you the return label as well.

  Looking forward to your response, for anything else, we're just a click away.

  Regards,

  iRobot Customer Care

  

  Business Response

  Date: 08/05/2024

  Hello ******,

  Thank you for following up and for taking our call on Wednesday, July 31st. During that conversation, we placed an order to have your robot replaced with an upgrade, order number 07844428.

  Looking forward to knowing you're enjoying your new robot, for anything else, please let us know.

  Regards,

  iRobot Customer Care

• Initial Complaint

  Date:07/15/2024

  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.

  Hi,I have been experiencing significant difficulties with my iRobot product and the support process.On Jul 2, 2024, 7:12PM, I reached out to your support team to resolve an issue with my iRobot device. Despite following the initial instructions provided by your team, I was asked to repeat these steps multiple times, which resulted in a considerable waste of my time. Eventually, my case was escalated to a supervisor, and I was informed that a box would be sent to me for sending the defective product for repair.Unfortunately, it has now been 13 days, and I have yet to receive the box. Additionally, my attempts to follow up via email have largely gone unanswered. This lack of response and resolution is highly disappointing and has caused me significant inconvenience.I kindly request your immediate assistance in resolving this matter. Please provide an update on the status of the box shipment and expedite the process to avoid any further delays.

  

  Business Response

  Date: 07/15/2024

  Hello *******,
  
  We are sorry to hear that you are not enjoying your Roomba j9, this is not the experience we want for any of our customers.
  
  We have looked at your case and would like to extend a sincere apology for the delay in our response, we have taken action in cancelling the repair order that was stuck in the box's shipping stage, it was an uncontrollable issue that we will closely monitor on your new repair order to make sure it does not happen again. Thank you for your immense patience while the courier delivers the new box, we will request the shipping to be handled as fast as physically possible, but can not guarantee that there won't be any delays.

  If there is anything else we can assist with, please do not hesitate to contact us.
  

  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 07/15/2024

  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 # ********. 

   

  They are not providing same machine as an replacement.  They are providing some downgraded machine. Which I can't accept. The product should match 100%. Please ask irobot stop doing fraud.

  
  
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 07/18/2024

  Hello *******,
  

  We have initiated the repair process as communicated prior, you are expected to be delivered a box tomorrow between 10:30 A.M. and 2:30 P.M. as per *** tracking 1ZB8E8370325052324.

  On another note, and to address your complaint that we are providing a downgraded robot, when we offer a replacement robot, it is always the same model as support orders are locked by SKU, they can't be changed manually. We send a new robot, that is not packed with a base but individually, hence why it will not have a bin with a self-emptying dock and why you are advised to keep the one already in your possession; it won't be sent with a battery either, this is by design as they are an item with a long life span. Unless your issue is with a defective battery, you will always be required to keep your current one.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 07/22/2024

  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 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.]

   

  THIS IS AN OPEN FRAUD . THEY FIRST SAID THEY ARE SENDING REPLACEMENT AND NOW THEY ARE SAYING REPAIR. WHAT KIND OF FRAUD IS THIS?
  
  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:07/12/2024

  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.

  Received a iRobot Roomba j5 vaccum/mop combo as a gift in January. This machine was marketed to avoid pet messes. This thing smeared pet waste all over my floors and in the vaccum. This was covered under warranty after going thru the warranty process. I then received a new unit, the new unit did not connect to the app, was missing a brush, the mop bin NEVER worked, and I had to remove the one brush that it was sent with to get it to even vaccum. I let all of this slide and didn't say anything, until it again, ran over dog waste and smeared it all in my carpet this time. This unit is MARKETED to literally avoid pet waste, and the reason I asked for this in the first place. I have been going back and forth with customer service since June 6. This was a gift so I told them a refund wouldn't work. I asked if there was an upgrade I could be sent since clearly this model does not work as advertised. I would even pay the difference for an upgraded one. I've sent photos, and proof of purchase, etc. Messages have gone unanswered and I'm over it. As of today, 7/12/24, the last response from Irobot was 7/1/2024

  

  Business Response

  Date: 07/16/2024

  Hello *******,
  
  We are sorry to hear that you are not enjoying your Roomba j5, this is not the experience we want for any of our customers.
  
  We checked your case and while our investigation concludes at a dead point, since the new robot (J517020Y231102N101109) was never connected, we can then imply that the Object Detection Object Avoidance feature wasn't working at the time of the incident, thus causing a second pet waste case. Furthermore, we recommend that you always seek after provisioning the robot so that it can work as originally intended.

  To settle your claim, we have placed the order 07813274, and you should receive a Roomba j7+ within 7 to 10 business days. Please make sure to connect it to Wi-Fi, should you run into any hiccups while connecting it, reach out to our Product Support team, they'll be glad to help you see the process through.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 07/17/2024

  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 realize that I did not include this in my BBB complaint but it has been brought up several times in correspondance with customer service that it pulled my carpet up. **************** kept telling me that it may not have been compatible with the "rug" I had, but its not a rug it ruined. It is basic, apartment carpet. They kept asking me for tags to see if it was compatible. As we all know, apartment carpet does NOT come with tag on it. Furthermore, there is nothing anywhere listing that this may not work with certain types of rugs/carpets. Photos of this were also sent to Customer Service
  
  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: 07/18/2024

  Hello again *******,
  
  Thank you for your response and additional details.
  
  We'd like to clarify that the second replacement (and upgrade) was granted as a one time exception, given that the Object Detection feature was not enabled for the second pet waste incident as required. Regarding the carpet damage, we also need to mention that this is not covered under the **** promise as per our Terms and Conditions, under the iRobots Pet Owner Official Promise section at the bottom: "This promise does not provide any remedy or reimbursement for damages to carpets, floors, or other items, or cleaning of such items".
  
  Thankful for your understanding, should there be any other issues that we can assist with, please do not hesitate to contact our Support center.
  
  Regards,
  
  iRobot *************

  Customer Answer

  Date: 07/26/2024

  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 was sent a j7+, this one did not include a mop bin.. I was finally sent a separate mop bin. Again, the second brush was not attached, and it came with no mop pad. THis has been the worse experience ever.

   
  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:07/11/2024

  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 had sent my roomba to do a trade in and *** lost item but then iRobot received payment for claim and not once notified me and they lied to *** of item being sent. They listed 2 items to *** and then after all this I just wanted my item back,which come to find out the csr confirmed that they had my item but returning it was not an option. So now I dont have my roomba and they want to give me a $50 voucher (which I refuse because I will not spend another dollar w iRobot) I just want my item back. I spent a pretty dollar on it.

  

  Business Response

  Date: 07/12/2024

  Hello *******,
  
  We are sorry to hear about the issues you're experiencing with your robot, this is not the experience we want for any of our customers.
  
  We took the time to check our internal records as well as **** public records and were not able to corroborate that a robot has been received in any of our warehouses. Not only that, but we also did not find any evidence that more than one robot was listed to *** that back up the claim. The original tracking number remains under "Claim in Progress" status, and the normal process is to let the claim run its course before making an internal decision.

  Furthermore, we offered you the discount coupon anyway, which you declined. We lack the ability to return your robot until the claim is resolved. Last but not least, reimbursement for your robot is not possible if its warranty status and return period can not be validated. Should you be interested in pursuing a refund, please provide us with the proof of purchase, which we'll use to make sure the robot was purchased from an authorized reseller and within warranty coverage.

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

  Customer Answer

  Date: 07/12/2024

  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 refuse to continue to invest in a company that cant help me. Im now stuck without my roomba and basically out of pocket because I purchased the roomba!  Im a dissatisfied customer. The person I spoke with told me we have received the item but we can not return it because it has been processed and i repeated what she stated word for word and she said yes.  I asked for recording of conversation and ******** would not provide it!  So I just want my original roomba back so I can resell it and go with another company!  
  
  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: 07/18/2024

  Hello *******,
  
  We understand your position and request, however, at some point the information from tracking number 1Z57AE890322282287 was misinterpreted, and you received the wrong information. Physically, the robot was lost in transit and due to this, we are unable to send it back to you. To settle this request, we will be glad to honor the trade in and issue a check for $100, please reply indicating the address you'd like to have us ship it.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 08/13/2024

  I need Irobot to get my address.
  
  Which Is  ***********************************************

  

  Business Response

  Date: 08/15/2024

  Hello *******,
  
  Thank you for your message and required details. We will not initiate the process to issue a check that will be shipped to the address provided. Please expect a message in your email asking you to sign some documents digitally, and that will close the loop for you to receive the $100 check.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:07/07/2024

  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 purchased the Irobot Roomba S9 from Target.com which is Irobot Roomba reseller in May 2020. I bought the Roomba for $899 + taxes. As per Lemon law in **********, the manufacturer needs to keep the parts for at least 7 years. As of now, it has been around 4 years and the support said they don't have the right wheel assembly which is completely worned out for my roomba.I need either a replacement roomba with similar or better capabilities or get the right wheel assembly ordered of iRobot brand.Below is my case number and support email for your reference.............Hi ******,This is ****** from iRobot support. Here is the case number: ********. As we discussed we don't have any option to replace the wheels, and it is because the robot is not longer under warranty. So you can try to replace the wheels again, or also you can send it for repair.Here is the video that will show you how to replace the tires: ************************************************ Feel free to call us back, in case you have any other questions. --------------- Original Message ---------------From: iRobot ************* [*****************************************************************]Sent: 7/7/2024, 10:06 PM To: ******************* Subject: s9/ right wheel.Hi ******,This is ****** from iRobot support.Sincerely,************** iRobot Product support Contact us: ************** Monday-Friday: 9:00 am - 9:00 pm EST ****************** 9:00 am - 6:00 pm EST thread::XKbEKl8OJw64xAlk8F-mKik::Show original message

  

  Business Response

  Date: 07/09/2024

  Hello Ashish,
  
  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.
  
  We'd like to inform you that we have placed order 07797799 for a replacement of your Left Wheel module as a one time courtesy. For future reference, you may refer to additional support places like Amazon or eBay to buy the replacement modules when needed, they always supply a good stock of such items.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 07/11/2024

  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 need the right wheel of Irobot Roomba.

   
  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,

  Ashish

   

   

  

  Business Response

  Date: 07/18/2024

  Hello Ashish,
  
  A left wheel module was sent your way based on the photo provided by you in support case 10333831 that we have attached to this reply as well. Please watch this instructional video for reference, with it, you may confirm that the wheel module from your picture and the video is indeed the left wheel module, not the right one.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:07/01/2024

  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.

  Subject: Urgent Complaint Regarding Roomba Braava Jet M6 I purchased the Roomba Braava Jet M6 (SKU: M611220, serial number: ********************** from Amazon, with a birthday of September 19, 2023. Since the first day of use, I have encountered persistent issues preventing the product from functioning properly. Despite numerous attempts at rebooting and even purchasing new parts, the problem persists, and I have been unable to use the product for more than a week at a time.I have contacted iRobot multiple times to address this issue, opening several claims. They have requested photos, videos, and exchanged emails, resulting in lengthy response times without a satisfactory resolution. Each claim has been closed without fixing the problem. I am extremely frustrated with this situation.I demand that iRobot contacts me immediately to resolve this issue on the same day. I purchased extended warranty coverage for this product and expect appropriate support.

  

  Business Response

  Date: 07/02/2024

  Hello Bruna,
  
  We are sorry to hear that you are not enjoying your m6, this is not the experience we want for any of our customers.
  
  We looked at your support case and reviewed the robot diagnostic data and found evidence of an error that stops your robot from actually going to mop, however, found no details of said issue being addressed in the support ticket ********. The robot can't initiate the cleaning missing due to low water level, it is necessary to make sure the tank is filled up and that floater isn't stuck to the bottom, refer to these support articles that will help with the problem:
  * "Fill the tank" error.
  * Approved Cleaning Solutions for Mopping

  Should the issue continue, please provide us with a short video (***** seconds of the robot behavior), photos from the water well, all sides of the tank and filter. Looking forward to continue helping and finding a solution together.

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

• Initial Complaint

  Date:06/27/2024

  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 writing to express my dissatisfaction with my recent experience with iRobot. I purchased an iRobot on December 10, 2020, for $1,300. Unfortunately, the robot malfunctioned, and I returned it, expecting a replacement.I waited for three months for a new robot. During a call with customer service, I was assured that I would receive a three-year warranty as compensation for the delay. However, I continued to experience issues with the replacement robot.I have attempted to resolve this issue by emailing the executive office but have not received any response. As a loyal customer, I am extremely disappointed with the lack of communication and resolution.I kindly request that you address this issue promptly and provide a working robot as well as the promised three-year warranty. If this matter is not resolved, I may need to consider further action.Thank you for your attention to this matter. I look forward to your prompt response.

  

  Business Response

  Date: 06/28/2024

  Hello Jenealeow,
  
  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.
  
  We have reviewed your robot's diagnostic data and find no recent critical error messages logged, the robot is currently running a cleaning mission, charging history shows no evidence of faulty battery or charging issues. No warnings about the robot experiencing any critical issues, other than a log on jammed brushes which is a common scenario as the robot vacuums items on the floor and require minimum maintenance.
  
  Something that did catch our attention is the ********************* that is full red for the filter, side and main brushes. Roombas are autonomous to an extent and require frequent care and maintenance, see this support article on how often maintenance is required, we'd also appreciate that you take the time to make sure the consumables are often replaced as described here.
  
  If the issue at hand is of a different nature, reply to us with a clear description and photos/video showing the problem. A refund as requested is currently not possible, the robot was purchased on 2020, replaced with a new one on 2021 and no longer under warranty, please see our refund policy here.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:06/27/2024

  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 purchased a Roomba j9+combo and my machine never connect, Id always throwing error messages and failing, I contacted support, got a replacement and this machine is doing the same thing. I spent over $1,000 on a machine that doesnt work and have contacted customer service again to just be ignored about escalating a case.

  

  Business Response

  Date: 06/27/2024

  Hello *****,
  
  We are sorry to hear that you are not enjoying your Roomba Combo j9, this is not the experience we want for any of our customers.
  
  We have reviewed the diagnostic data from the robot to the cloud and found two incidents for two different errors, Error 42 (Directed Room error) which affected mission 26 on May 28th and Error 17 (Navigation error) that affected mission 33 on June 19th. Both error refer to environmental issues that impacted the robot's ability to complete the missions, we'd appreciate your help following the troubleshooting steps described for Error 42 in this support article and for Error 17 in this support article.

  Please take the time to complete all the steps and share the results via this platform and we'll be glad to continue assisting you until resolved.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

• Initial Complaint

  Date:06/25/2024

  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 given an i robot vacuum as a gift because i am a disabled veteran and it would help me clean my home . After a short while the unit stopped working. I contacted the company and they repaired it under warranty on 2 occasions. Now it broke down again for the third time. I contacted customer service and the rep barely spoke English. She informed me there was nothing she could do to help me. I was sold a defective i robot vacuum. This is no way to treat a disabled veteran on a fixed income.I- robot would not repair it for the third time.

  

  Business Response

  Date: 06/26/2024

  Hello *******,
  
  We are sorry to hear that you are not enjoying your ****** e5, this is not the experience we want for any of our customers.
  
  We understand that the robot is not charging at the moment, because of the hard duties ******s are put through, it is important to give them regular maintenance. Charging issues are mostly related to dirty contacts and the best approach is to clean them with a magic eraser or melamine foam. Please check this support article on key points for ****** care and should the charging issue continue afterwards we'll appreciate that you share pictures of the robot's and the base's contacts for further review.
  
  If there is anything else we can assist with, do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 07/16/2024

  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 my complaint. Poor customer service and ********************** does not stand behind their product.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,

  *******