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:05/23/2024

  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 have had nothing but problems with this vacuum. The sent me a new robot and 2 chargers. And it's still not working right. I keep getting the red ring of light, it won't self empty, it vacuums half a room and it goes back to the base station with the red light flashing. They replaced the 1st vacuum as it was not washing the floor. And after I got this new robot I have had nothing but problems with red lights flashing, cleaning partial rooms. This is the case number ********. They also keep telling me they are sending labels to return the other parts. And I have not received anything. That is the only way they will help me. And yet I get no labels to return the items. I have sent pictures and receipts that I have. I want my money back. And return labels. I call almost every week as things are wrong. I even asked for labels 2 weeks ago, and none were sent. ****** is allot of money for something that does not work. I have been calling for months now. And it's the same problem,. They are refusing to help me until I return the 2 power packs. And I cant do that without return labels that they have never sent me.

  

  Business Response

  Date: 05/24/2024

  Hello *****,
  
  We are sorry to hear that you are not enjoying your Combo j7, this is not the experience we want for any of our customers.
  
  We looked into your report and found two active Combo j7s, please provide us with picture showing the serial number of the defective one. We also looked into the case 10263875 but that one is under a different name, we'd also appreciate it that you share the correct ticket number.
  
  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 Answer

  Date: 05/31/2024

  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.]
  I sent pictures and all the power packs they sent me back.  They still have not provided me with a solution.   What is the problem?  I sent you all the pictures and parts you required,  again you are doing nothing to uphold your warranty. You are dragging your feet on a solution. 
  
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 06/03/2024

  Hello *****,
  
  Thank you for your reply. We have validated your claim and will fix this situation for you, we don't mean to stall but there are multiple things to consider to avoid giving you ineffective resolutions. We will issue the return labels for orders 07597694 (robot), 07583609 (tank) and 07650518 (dock with cord). Once received we will expedite the replacement of your Combo j7.

  Please help us by confirming your shipping address because the one in the receipt (*********, **) is different from the ones on our records (********, **).
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 06/04/2024

  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 # ********. 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.
  

  My address is ***********************.  ********, **.  Why did you not send the labels yet???  You could have done it with your last response.  You could have emailed them to me, why the stall??  Ive heard over 8 times that your company would send labels, and they never did.  How long are you going to drag this out?????   It's been 2 weeks already..... and nothing!!!    One stall after another.   I am supposed to trust you will send out a new one.  You forget.   I am the customer.  Why don't you just send the new one with the return labels?  At least I will have boxes to ship them back then.

  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:05/22/2024

  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 received my braava jet 3 on September 20,2023. I have had nothing but issues. It wont charge. I have called and emailed with them 4-5 times. They say reboot it and I dont that and an agent even did on his end. They wanted pictures of charging station and I sent them. I had take battery out of it every time I was trying to use it and thats an ordeal. So they sent new battery May 12,2024. It worked through one cleaning and will not charge again. I changed the cord, cleaned charging station , and changed charger but nothing works. They never resolve the issue and this has been going on for over two or three months

  

  Business Response

  Date: 05/22/2024

  Hello ******,
  
  We are sorry to hear that you are not enjoying your Braava, this is not the experience we want for any of our customers.
  
  We understand the robot is experiencing charging issues, we tried to locate a robot purchased or replaced on September 2023 but couldn't find one. The closest match is a robot sent to you as a replacement for a previous unit on September 2022. Should you be referring to a different robot you may have purchased from a reseller please share the Serial Number and receipt of the purchase for validation purposes.
  
  We also received a photo of the robot's charging contacts and although it's a little blurry it is also evident that they are not clean enough. Please use a magic eraser to clean them until they have a visible shine and check if that helps resolving the charging problem.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:05/18/2024

  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.

  I purchased this S9+ via the iRobot website. Had no problems purchasing and receiving the product to my PUERTO RICO address. *********** is a US territory, we use ALL mailing options as *****************. Now I'm having a problem with my S9+ and contacted tech support, I was told it had to be sent in for repair. Once I gave my address, I'm told their is no service for Puero **** for repairs. How is this possible? So they can ship the product to the address but can't ship the box to honor the repair under warranty? This to me is false adverisment. I feel cheated and taken advantage of. Who knows how many other Puerto Rican households have had the same problem. All I wanted was the repair of a product I purchased via THEIR website, under THEIR warranty, that was sent by THEIR company. I was given the option to trade-in my product which it says will be $100 to repurchase another product. This to me is not acceptable.Their case #********.

  

  Business Response

  Date: 05/20/2024

  Hello *******,
  
  We are sorry to hear that you are not enjoying your s9+, this is not the experience we want for any of our customers.
  
  We can confirm that the robot was purchased two years ago from our website, we've also reviewed the data shared and clearly see a problem with the noise, added that it's not picking up dirt as it used to. These symptoms indicate that the motor is broken and needs to be replaced.
  
  We'll be happy to send you a one-time free replacement of the motor as this will resolve the problem, we'll wait for your response.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 05/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 07/02/2024

  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. 

  Its been over a month and I haven't recieved anything from the company. I'm also not clear as to what I'll be recieving, they said a motor, is it a motor that I have to put in myself or is it the vacuum part with the motor installed? Was I suppose to contact them or will they contact me? Thanks in advance for your help. 

  

  Business Response

  Date: 07/02/2024

  Hello *******,
  
  We are sorry to hear that you are not enjoying your s9+, this is not the experience we want for any of our customers.
  
  We can confirm that the robot was purchased two years ago from our website, we've also reviewed the data shared and clearly see a problem with the noise, added that it's not picking up dirt as it used to. These symptoms indicate that the motor is broken and needs to be replaced. We'll be happy to send you a one-time free replacement of the motor as this will resolve the problem, we'll wait for your response.

  It also seems that we're having issues getting our responses through to you, we'll notify the BBB, hopeful that you'll see this message.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

• Initial Complaint

  Date:05/17/2024

  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.

  IRobot manufactured a defective charger base for its Roomba product. I was asked to provide ample documentation before I could get a new charger base to replace the one that was nolonger charging. I waited and waited. I waited forever and called and now they dont want to pay me for their refusal to honor their warranty. I want a $199.99 refund! They sold me a piece of junk!

  

  Business Response

  Date: 05/20/2024

  Hello *****,
  
  We are sorry to hear that you are not enjoying your Roomba i4, this is not the experience we want for any of our customers.
  
  We have reviewed the information provided on cases ******** and ******** and noticed that your charging station has been showing charging issues for the last couple of months but before that date, it had been working as expected and without charging problems. By looking at the photo provided, we can determine with fair certainty that the station needs regular maintenance and that cleaning it with a melamine foam is recommended. You can find specific cleaning steps in our Support article here.
  
  About the refund request, your receipt shows Amazon as the retailer and in any given purchases through a retailer, should a refund be required, it is the retailer the one obligated to honor your request. We will be happy to send you a replacement for the charging station if you're able to provide us with evidence of the contacts being clean and still not functional.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 05/20/2024

  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:05/16/2024

  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 Vacuum via Amazon (an authorized retailer) on 12/30/2023 which delivered to me on 01/04/2024. 01/04/2024 (the same day that it delivered) I opened Case Number ******** with technical support because of issues I was having with the robot, more specifically with the app to control the robot.01/18/2024 I was notified "that your case will be escalated to a higher level of support, since we were not able to resolve it."02/05/2024 I was sent a replacement robot that proved to not fix the app issues and new Case Number ******** was opened.04/26/2024 another replace robot was sent that again proved to not fix the app issues.Through 05/14/2024 I worked with support to try and resolve the app issues with no fix.I have asked for my money back on the robot and was informed that " I have found the order and it appears it is past 60 days. Unfortunately, we will not be able to issue a refund."I have asked for supervisor assistance and have not heard back from anyone in several days.I have had issues with the app of this robot since day 1 and have been in constant contact with support staff. Always they promise me a fix, replacement or escalation that never resolves the issues I am having with the app.I would like my money back so that I can buy a replacement from another company that does not have these issues.

  

  Business Response

  Date: 05/20/2024

  Hello Christofer,
  
  We are sorry to hear that you are not enjoying your j9, this is not the experience we want for any of our customers.
  
  We had a tier 2 agent reach out and were informed that you are already working with a member of our corporate team. We will let that team member assist you to a resolution, but should you need further assistance, please do not hesitate to reach out to us.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:05/15/2024

  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 bought a Roomba and the first couple times I ran it, it leaked water everywhere. I would fill the tank up and before it had even mopped the hardwood floors, the cleaner/water was leaked out onto the carpet and the tank was empty. I spoke to an agent on the phone who told me to send pictures and proof of purchase and he would send me a replacement. I sent the requested photos within 10 minutes of speaking to him on the phone. (**************) I have followed up with him 4 times via email with no response. My Roomba should not be broken on Day 1 after purchase when it had never been used. I'm fed up that not only is it broken and not useable, but the agent isn't responding who assured me he would send the replacement once the photos were received.

  

  Business Response

  Date: 05/16/2024

  Hello ******,
  
  We are sorry to hear that you are not enjoying your Combo j7, this is not the experience we want for any of our customers.
  
  Thank you for bringing this case to our attention, we reviewed the pictures you shared and the screenshot of your order. The team member managing your case had a medical emergency and your messages suffered a delay but we'll be happy to continue assisting you here.

  We'd like to start by saying that a little leaking in thresholds and the dock are not uncommon since the mop experiences a little extra pressure when docking and riding the room separators. The robot is also able to detect the leaking and report to you that it is not able to clean and share the corresponding troubleshooting steps. We also checked the robot's history and there are no logs indicating a leak.

  Nevertheless, we'd like to share the steps to resolve this error:
  1. Look under robot and see if there is fluid under it.  
  2. Remove the tank, inspect the tank for defects. (If defects are found your tank will need to be replaced.)  
  3 If no defects are found, completely fill the tank with water and re-insert the tank into the robot ensuring there is a good seal between the tank and robot.  
  4. Wait up to 30 minutes to see if the issue occurs again before running the robot.

  Also please remember that for warranty claims we'd appreciate that you share the receipt indicating who is the retailer, authorized retailers are listed here.

  For documentation purposes, we'd also appreciate a short video of the robot navigating and showing the leak on the floor.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 05/16/2024

  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 complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  These troubleshooting steps were done previously. I was told a replacement was being sent as soon as the photos and proof of purchase was received. It has been a week and you're still asking the same questions AGAIN and wasting my time. Someone should have taken over his cases after his medical emergency since the email went to a generic iRobot address at ***************************************** not specifically to **************

  ON DAY ONE MY ROOMBA SHOULD WORK PROPERLY. I will not be running the Roomba again with liquid. MULTIPLE times, before I knew there was an issue, I filled the tank only to have the Bona cleaner leak all over my carpet. I filled the tank FOUR times before I realized it was just drenching my carpet. I am not able to send pictures of the carpet as it's white short **** and photos don't show wetness. I'm also not willing to have my hardwood floors wet, intentionally. I sent you pictures of the leaking that I could of the couple spots on the flooring and the home base. I also sent you a photo showing that the tank was empty on the App after I had just filled it and it had ran for 10 minutes on CARPET ONLY. 

  It was purchased from Bed Bath & Beyond. I'm reattaching the proof of purchase to show that since you requested it be on there. 

  
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 05/24/2024

  Hello again ******,
  
  Thank you for the details shared, we have validated your claim and sent a replacement robot with order 07696070. Please make sure to keep your battery and base, we've shared additional details for the return of the original unit and instructions on how to assemble the components on the new one.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:05/08/2024

  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.

  I purchased a Braava jet m6 on 5/18/2023 and today, 5/8/2024, I called at 9:16am and reported that the machine had technical issues, the smart map has error messages, etc. I was told that I needed to delete the smart map and run a new one ( usually takes an hour or less) first time it got an error and the second time it mapped everything 3 times until it ran out of battery. I called again at 1:94pm and requested the machine be sent for repair and check the programming and *****, from ******* call center basically told me I couldnt send the robot in. I had to reset and do another mapping. This is obviously to disuade the customer and not honoring the warranty.

  

  Business Response

  Date: 05/10/2024

  Hello *****,
  
  Thank you for reaching out. We are sorry to hear that you are not enjoying your m6, this is not the experience we want for any of our customers.
  
  Regarding your claim, we investigated from our end and are able to find Error 33 in the robot's diagnostic logs, this error usually happens when there's been a change in the robot's environment. This is why it's crucial to map again and allow the robot to update the layout of your home, please be mindful of situations such as these listed below:

  - Rooms with thresholds or transitions the robot is unable to navigate back from.
  - Adequate lighting, as dark rooms or too dim lighting may interfere with the robot's ability to navigate.
  - An increase in clutter, as it may also prevent the robot from navigating freely.
  - Ensure the camera is clear of any dust or debris by wiping it with a soft cotton cloth or microfiber.

  Once all of the above has been ruled out, we recommend moving the robot to a different area, being mindful of leaving enough room for it to dock/undock, usually 50 cm to the left side, 50 cm to its right side and 1.5 meters in front of it. Environmental interference may prevent your m6 from navigating as expected.

  We also understand your concern about the warranty and we'd like to reassure you that once an issue is reported prior to its expiration date, your claim will always be valid. Please make sure to complete the troubleshooting steps above and let us know the outcome. 
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 05/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response did not satisfy because the business acknowledged they had to honor the warranty and I did receive a new Braava Jet mopping robot yesterday with label to return defective robot.

  This replacement 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. 

  
  Regards,
  
  ************************************

• Initial Complaint

  Date:05/07/2024

  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 am the second owner of the Roomba j7 Robot vacuum , I followed the steps as advised in *********************************************** and taken help to setup the device . When found not working because of some Application lock on the device. Roomba support advised that the irobot I got had a subscription service from previous owner , which had some pending payment , hence the support can't unlock my Robot to use on my home . This result my Robot to be 100% useless and I lost money and its use. Now I am stuck , just because the Roomba support is not willing to software unlock my roomba just because the previous owner had some subscription . I contacted the support from technical side and from paid subscription side , both support advised me to contact previous owner , I tried my best on contacting the same , but I didn't get response. Additional details on the product : Serial number : ********************* , it registered with ******************** Please do the needful to review the same and help to unlock the robot I have ..

  

  Business Response

  Date: 05/08/2024

  Hello ****,
  
  We are sorry to hear about the inconveniences with your robot, definitely not the experience we want for any of our customers.
  
  As we understand the nuisances involving the purchase of a robot that does not work for the intended purposes, we went ahead and investigated all that's at play. We found that the robot in question (SN J75X020B211101N107583) was originally setup for a subscription plan (Select) and once customers prefer to discontinue the service they are required to return to iRobot. Unfortunately, some robots are never returned and then resold in non-official channels like *********** Marketplace and others and as part of the Select program agreement, robots are locked and deemed unusable from there after.
  
  We will always honor the warranty for robots purchased from our website (irobot.com) or any of the affiliated resellers listed here, therefore, we'd certainly advise you to refer to us or them should you be interested in buying original. Should you not be able to reach back to the person that sold this robot to you, you might be interested in our Trade-In program, in which you could get a discount coupon towards the purchase of a brand new Roomba.
  
  We hope you find this information handy, should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 05/08/2024

  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. 

  [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.]

  Dear Team , I had explored all the documentation on the on the * model before i bought it , and never noticed such 'lock' in place , if the previous owner never returned , you can always reach back to the previous owner as you maintain their data when you sold the unit, as a end customer I didn't have anyway to know that it was software locked. at this point my hubmble request is to remove the software lock and unlock my device , this will avoid spending additional $$$ for another roomba . as far as I can see my unit has got only 34 hours or so  which is really new in nature .. hence no point in going to get another one spending additional cost . hope you understand my situation .
  
  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: 05/14/2024

  Dear ****, hello again!
  
  We certainly understand your position and remain at your service if you're interested in trading in the locked robot for a discount coupon for a new Roomba. With a new robot you will also have a one year warranty period in which our Technical Support Team will be able to share tips and recommendations on how to best take care of it, as well as replacing any components that *** be defective, including the robot itself.
  
  We reiterate our commitment to always honor the warranty for robots purchased from our website (irobot.com) or any of the affiliated resellers. As for your request, the robot has been decommissioned and can not be reactivated.

  We hope you find this information handy, should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 05/15/2024

  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 # ********. 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.]
  

   

  Thank you & appreciate for the  option for "trading in the locked robot for a discount coupon for a new Roomba " I like to accept this offer , but before I commit , Let me clarify these points : 

  1.) what would be the $$$ value for discount coupon - I want to ensure i should be able to get same or better version / model Roomba with the discount coupon amount  for my use case. Technically. I don't want to pay extra money for the new Roomba . 

  Once you confirm the above , I am more than willing to accept the suggestion .. 
  
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:05/06/2024

  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 purchased 2 iRobot i3+ Evo vacuums covered by a 2 year warranty from iRobot Certified Refurbished. The units performed admirably for the last 1.5 years but a problem appeared simultaneously in both units. They stopped self-evacuating into their "Clean Base" removing the most useful feature about them. This happened to both units simultaneously and none of the FAQ/Support articles helped me resolve the issue. I worked with their support and went back and forth for a few weeks and ended up telling me it may be a software issue and they offered to downgrade my software. I accepted this solution. After that failed to work, they completely ignored me and broke off all communication on the support ticket. Their support with me started on March 22 2024 and now its May 6 2024 and I have no response from the company. Aside from the obvious terrible customer support, and lack of providing any solution for their faulty product, I think they hobbled my units with bad software and knew exactly what they were doing so I would be enticed to buy something else from them. This type of "planned obsolescence" is not new in the tech industry and such behavior should be illegal. Where are our regulators on such matters? Where is corporate accountability? Why should companies be allowed to sell products that stop functioning by design? I would like to see an enforcement action against iRobot so they can't do this to future hapless consumers.

  

  Business Response

  Date: 05/07/2024

  Hello Evgeny,
  
  We are sorry to hear that you are not enjoying your i3s, this is not the experience we want for any of our customers.
  
  We took the time to review the information provided as well as our internal logs for each robot, we found that the Roomba upstairs shows data pointing to the bin full error and the basement one shows logs related to a docking issue , which hold no relation to each other. We'd also take this opportunity and address your concerns on planned obsolescence and mention that iRobot products are designed and manufactured to the highest standards by a process of iteration and improvement on previous models. Roombas are modular, which means that if a component were to fail for any reason, it can be replaced rather than having to replace the whole unit. Last but not least, our associated repair facility helps taking care of repairable issues to ensure you continue enjoying your robots for as long as physically possible.
  
  That being said, we thank you for bringing these issues to our attention, we'll be happy to offer the best alternative for each robot, as described below:
  1. Roomba basement:
  Docking issues are repairable and we'll be happy to initiate the repair process for you.

  2. Roomba upstairs:
  Bin full issues are repairable and can also be set up for you.

  Should you choose to accept this option, and to provide you with repair services free of charge as a one time exception, we'd appreciate your help providing us a copy of the receipt for the purchase since our records show that these robots were purchased from a third party and we would need to validate they were an authorized seller. 

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

• Initial Complaint

  Date:05/02/2024

  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.

  We purchase an iRobot in January ********************************* Dec 2023 in regards to the ongoing issue. The item doesnt work like it did prior to the incident in December 2023. Now the company wants to charge us for repair. Its more in depth then that I am available via phone to speak with anyone that can help us resolve this

  

  Business Response

  Date: 05/03/2024

  Hello ****,
  
  We are sorry to hear that you are not enjoying your Roomba j7, this is not the experience we want for any of our customers.
  
  We were able to check our internal logs and robot data and confirm that back on December 27, 2023 we placed the replacement order 07326857 for your original j7 after a pet waste incident. From your communication we understand that the new robot does not work as the previous one as it is leaving pet hair all over your floors, this may be verified by looking at the robot's diagnostic data which shows events of the Error 26 (reduced air flow) and we also verified that the last event log for this error is dated 3/27/2024.

  Error 26 is often present due to issues like clogged filters (which require regular maintenance) or an internal memory error that can be fixed with a quick robot reboot, luckily, we found no additional logs for Error 26 after the aforementioned date and the video shared with us via support shows no evidence of clumps on the floor either.
  
  Should this issue replicate in the future, we'd appreciate your help recording a short video showing the robot leaving clumps and we'll be happy to continue investigating this matter.

  Hoping you find this explanation handy please let us know if there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 05/09/2024

  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 see the photo and videos. As you can tell, the Roomba collects the hair but does not **** it up. 

  This is the replacement Roomba, and therefore all parts and components are brand new from the replacement sent to me by Roomba. 

  When I submitted a claim against the warranty for the p*** protection, I believed that I would receive a functioning Roomba. But, this one does not function properly. 

  I would like additional consideration, as the replacement provided does not work. 

  
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 05/14/2024

  Hello again ****,
  
  Thank you for the update on your robot still not working as expected. In your reply you mention some videos and photo but nothing seems to be attached, please reply to us and make sure the media is attached and we'll be glad to review it.
  
  If there is anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************