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:04/01/2024

  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.

  I purchased an Irobot vaccum from amazon. Under the product descprion and as adverstised, there is a 2 year manfucaturer warranty. I purchased the item on 7/12/2022, so the item is still under warranty. On 3/20/24, the vaccum stopped working. I contacted the seller and they attempted to reboot the item, with no luck as it still wont function. The item is not broken or anyhting, it fails to charge and turn on. SO that is a manufcturing defect and they acknowledged that. The seller told me to call Amazon, as I purchased it from their site, and seek a replacement as the item is still under warranty. I have been going back and forth between both parties, and each side alleges the other side is liable to replace and honor the warranty. The seller should not falsely advertise a 2 year manufucaturer warranty and fail to honor it. The seller is deceiving customers and falsely encouraging them to purchase their vaccum that has a 2 year warranty when today they deny this warranty exists for their product who shuts down after 15 months. Iwould appreciate a resolution and to replace my vaccum as they mislead to belief that there is a 2 year warranty and made me choose their vaccum over competitotrs that have a one year warranty. The seller cant not manupulate customers in this manner.

  

  Business Response

  Date: 04/05/2024

  Hello *******,

  We are sorry to hear that you are experiencing issues with your i2 robot purchased from Amazon, this is not the experience we want for any of our customers.

  iRobot does not and never has advertised or claimed to have a 2-year standard warranty, the terms of our limited warranty are clearly outlined on our website: *************************************************************

  Certain robots purchased through our Amazon storefront offer 2-year extended warranties in which iRobot covers the robots for the first 90 days and then additional coverage required beyond that time-frame is provided via claims made through a separate provider, this information is provided at time of purchase.
  
  We offer extended warranties with coverage periods of up to 4 years which are available on our website at the time of purchase, or upon request to our support team up to 1 year from the date of purchase.

  Unless you purchase a robot with the included extended warranty through one of the retailers such as Amazon who provide this option, or unless you purchase an extended warranty through iRobot directly, all robot purchases made from iRobot and/or through an iRobot authorized retailer are covered by iRobot's 1-year limited warranty.

  If your robot is experiencing issues that are not able to be resolved through standard troubleshooting or part replacement, ask the agent you are working with about our repair program and/or our trade in options.

  Thank you,

  iRobot ************** Team

   

  Customer Answer

  Date: 04/05/2024

  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 contacted the seller over 5 times and Amazon 4 times. Amazon states the description and and 2 year warranty are advertised by the seller as they have an official store on our website. kindly refer to the seller to honor the warranty as it is active. I went back to the Seller and tried to communicate this message with a genuine need of help; the seller kept denying this warranty exists even after I shared a link and image of Amazons website description for the same product.
  
  at this point, both parties, the manufacturer/seller and authorized retailer, where all parties are liable in the chain of commerce are failing to assist. Why advertise for a 2 year warranty on Amazon in a clear manner. And when an issue arises, the seller is pulling up hidden terms that were NOT clear once I purchased the product. That is clearly fraudulent and un transparent-advertising approach. One of the parties should be held accountable and honor the warranty as advertised once I purchased the product. I was mislead and wrongfully directed to believe that there is 2 year warranty and that defies the clear marketing approach for consumers.
  
  thank you. 

  

  Business Response

  Date: 04/12/2024

  Hello ********,

  As we previously stated, iRobot does not and never has advertised or claimed to have a 2-year standard warranty, the terms of our limited warranty are clearly outlined on our website: *************************************************************

  If your robot is experiencing issues that are not able to be resolved through standard troubleshooting or part replacement, please ask the agent you are working with about our repair program and/or our trade in options.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 04/16/2024

  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. 

  Hello,

  Your Denial is the issue at hand. The images and video clearly reflect a 2 year warranty advertised. As I previously mentioned, I purchased the item from Amazon, so I read the description and terms YOU stated in Amazon. Additionally, I spoke to Amazons agent on multiple occasions, they all informed me that the 2 year warranty advertised is from the Seller and the Seller should honor. 
  Your current acts clearly and denial confirm my claims:

  the Seller has falsely advertised a 2 year warranty for its products 

  the Seller fails to honor its advertisement 

  the Seller has zero customer satisfaction for low quality products it manufactures and claims it is  of high quality 

  BBB you can read for yourself and see how the Seller denial does not match the advertisements on Amazon.
  

  Thank you.  

  
  
  
  FAQ
  
  Regards,

  *******/******

   

   

• Initial Complaint

  Date:03/27/2024

  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 new Roomba j5+ from Bed Bath and Beyond. I used it twice. Last week we smelled smoke and my husband noticed it was coming from the Roomba, while charging. He unplugged it and removed it from our home. I contacted Roomba for assistance with this. I received 2 emails requesting information. I provided the agent the serial number so he could "look into it" and they have not responded since. I have sent 6 emails following up and asking for an update and have been ignored. I called and spoke to a lady who said the "safety escalation department doesn't have a phone and only communicates via email." However, they aren't responding to emails now that I gave them the information they requested.

  

  Business Response

  Date: 04/05/2024

  Hi ******,

  We are sorry to hear that you are not satisfied with the service you have been provided, this is not the experience we want for any of our customers.
  

  If you recently purchased this robot from Bed Bath and Beyond, you may return the robot through them for a refund. Transactions made with authorized retailers do not live within our order system to process returns against.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:03/25/2024

  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 bought one of your expensive iRobot vacuums from Target on 1/16/2024 all for it to malfunction on me. I've had nothing but issues with it so as of 2/12/24 I reached out via email to open a case and to this date as of 3/25/24 I STILL DO NOT HAVE AN RESOLUTION!!! Your so called "customer care" team has been so lousy and have neglected to provide any superior customer service to me. I had to call in and waste more of my very busy time to try to get a resolution sooner since I depend on the $300+ vacuum I purchased as again I'm a very busy individual with work and life. It blows my mind knowing you guys are worth over $246+ million dollar company who refuses to take care of a new customer! So I will ask it again, when will you guys send out a replacement vacuum to me??!?Please see Case: ******** for your records!

  

  Business Response

  Date: 04/05/2024

  Hello *****,

  We are sorry to hear that you are not happy with the service you have received thus far, this is not the experience we want for any of our customers.

  We have looked into your account and can see that you are being assisted by one of our agents and are currently engaging in troubleshooting, we see the most recent correspondence to you is offer to replace your current robot as guaranteed under our warranty following troubleshooting. 

  Once you respond back on the case, the agent assisting you will happily process a replacement order and provide pre-paid return labels so you are able to send your current robot back as part of the warranty process.

  If you have any further questions, please do not hesitate to contact us.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:03/23/2024

  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.

  -purchased on irobot.com 12/31/23 order number US1023152 delivered on 1/9/23. -Called customer support about an issue on 1/25/24. tech support was able to help resolve issue -3/9/24 called irobot as device was not working. it would not vacuum or map, it would return to it's home base not completing any job. I asked for a refund of product and warranty. It was stated that they cannot offer a refund because I was outside of their return window, so they shipped a new robot.-3/21/24, I setup the replacement robot. Worked well to vacuum and map twice. -3/23/24 Called customer service as robot is also not completing mapping task and just returning to base stating "job completed". I followed their troubleshooting advice and problem is still occurring. I AGAIN requested a refund. ****** stated he was escalating my call and scheduled a call back on 3/25/24 as he had escalated this concern. I again asked for a refund. -every call to customer service is between ***** mins long.-this device is over 1K with the warranty, shipping and taxes and I want a full refund. I cannot be the only customer having this issue with their Roomba j9+ series. SKU J955020

  

  Business Response

  Date: 03/25/2024

  Hi ******,

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

  We are not able to proceed with a refund outside of the return policy at this time, we are able to offer free in warranty repair and/or a replacement under warranty if trouble shooting fails.

  We do see that you've worked with our tier 1 agents but have not yet worked with our advanced product support team who are a highly trained team and able to resolve most issues our customer face.

  Please advise if you wish to speak with our advance technical support team to resolve the issues you are experiencing with your robot, if you choose this route, we will monitor the progress of your case to ensure a proper resolution as the outcome.

  Thank you,

  iRobot Customer Care

   

  Customer Answer

  Date: 03/26/2024

  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. 

  [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:03/21/2024

  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 formally complain about my iRobot Roomba s9+ cleaner and the unsatisfactory customer service I have received. Despite multiple attempts to resolve the issue with iRobot's support team, my cleaner has been non-functional for the past two months, significantly impacting my daily life and undermining the value of the extended warranty I purchased.Most Recent Contacts:March 21, 2024: I engaged in a lengthy call (approximately 1.5 hours) with a representative named *******. We attempted various troubleshooting steps, and I was informed that my case would be escalated to a higher-level supervisor. *****, from the escalation management team, came on the phone but informed me I would be contacted later, without immediate resolution.March 18, 2024: After explaining my situation anew to another representative, I was again told my case would be escalated, with an expected follow-up within 48 hours. This follow-up never occurred.March 6, 2024: I described my problem in detail and followed the representative's troubleshooting instructions, which included sending photos via email. I was assured of an escalation and a response within 48 hours, which did not materialize.Extended Warranty Concerns:I purchased the Protect+ extended warranty for my Roomba s9+, which promises accident protection, expert support, and long-term protection, including robot replacement if necessary. Despite these assurances, my straightforward requests for fix, considering the repeated failures and the warranty's terms, have been either ignored or indefinitely deferred.Resolution Sought:The repeated delays, lack of follow-through, and apparent disregard for the warranty terms have been deeply frustrating. I firmly believe that iRobot should immediately replace my faulty device and also refund the warranty fees. Given the ongoing software issues and the lack of resolution, I am concerned that any physical breakdown would also be left unaddressed.

  

  Business Response

  Date: 03/25/2024

  Hello *********,

  Our records would indicate that one of our extended warranty team members has assisted you with filing a claim which was approved and placed an order for a replacement robot on your behalf which was processed on order# 07547238.

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

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 03/28/2024

  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 got a replacement device that clearly was not new and have obvious sign that it's used and have damaged and It came in refurbished packaging with nothing but just robot no instruction or anything and 2 days of getting it to charge it didn't work I tried call roomba support and I was given a BS again and want to go over whole story so I decided I am done calling them over and over and did reply to last Rep who setup my replacement wi5h photos of device showing that it is charging but on app it just says no battery 
  
  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:03/18/2024

  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.

  Vacuum constantly gives erroneous error codes and never finishes a cycle. Ive purchased every part they have told me to purchase and nothing helps. This unit is under a year old. It is a replacement for the one I purchased in April 22. They both have had the same issues. They offered to give me 100 as a trade in and 20% off a new purchase. Thats completely unacceptable! I want this unit replaced!

  

  Business Response

  Date: 03/25/2024

  Hello *****,

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

  Our limited warranty lasts for the first year of ownership, any replacements within that first year are subject to a 90 day warranty period of their own which lasts 90 days from receipt and/or until the original warranty period is over and we go with whichever option provides the longest amount of coverage. Unfortunately, you are well beyond both of these warranty periods and are no longer eligible for a free replacement unit under warranty. You can read about our outlined warranty policies on our website in the warranty section.

  We see the the most recent agent you worked with recommended the trade in program offering to stack a 20% discount on a future robot purchase, this would be the only resolution we can offer at this time.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 03/25/2024

  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.]

  this vacuum unit is LESS THAN ONE YEAR OLD!  It is a replacement for the unit I bought in April 23. It is approximately six months old!  You are NOT honoring your guarantee. A trade in and a discount is utterly unacceptable!  I expect a new unit in exchange for this piece of junk! 
  
  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: 03/28/2024

  Hi *****,
  
  The original robot is out of warranty and replacement robots hold a warranty of 90 days or until the original robot expires (whichever time frame allows for the longest coverage period) this is outlined in our limited warranty. Your robots are well beyond both of these outlined terms therefore we are not able to provide a full replacement.

  If you haven't already spoken with our tier 2 advanced technical support team regarding your issues, we would be happy to directly connect you with one of those agents and a member of our corporate team will follow your case through to a suitable resolution regarding the issues you may be experiencing. 
  
  Thank you,
  
  iRobot Customer Care
  

  
  

  Customer Answer

  Date: 03/28/2024

  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

  THIS IS A THOUSAND DOLLAR ROBOT THAT IS STILL WITHIN THE ONE YEAR WARRANTY. I WANT IT REPLACED AS PER THE WRITTEN WARRANTY

  
  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:03/14/2024

  Type:Order 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.

  Roomba 692 was purchased through Amazon in January 2024. The spinning brush on the bottom has failed and will not spin. I performed all troubleshooting and it still wont work. I called Customer Support and they have refused to honor the one year warranty. They offered to send another brush as a courtesy but will not do anything further.

  

  Business Response

  Date: 03/15/2024

  Hi ******,

  We are sorry to hear you are having side brush issues with your new 600 series robot - this is not the experience we want for any of our customers.

  Under our 1 year limited warranty, if you are experiencing issues with your robot, our agents will troubleshoot the robot to determine and resolve the issue. Sometimes the issues are resolved by simply following a few steps, sometimes they are resolved with a part replacement, and sometimes repair or replacement is necessary. We can see that your issue is resolvable with the replacement of the side brush module which the agent assisting you has processed for you, so a full robot replacement would not be necessary here.

  If you continue to experience issues with your robot following the replacement of the side brush module, please reach back out to our team and they will determine if your robot may need to be sent for repair or if it needs to be replaced. However, based on the information you have provided, the resolution of sending a new spinning side brush module should do the trick for you here!

  If there is anything else we are able to assist you with, please do not hesitate to reach out.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:03/09/2024

  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 i7 robot in July 2022 on sale for approximately $600. I also purchased a 3 years extended warranty for an additional $200 approximately. The coverage amount for the extended warranty is $799.99 for a term date of 07/12/2026.The robot started having performance problems (error 26) in December 2023. I reported the problem and the warranty department sent me a replacement cleaning head, which resolved one problem but I was then getting a different error message that the bin was not emptying. The vacuum would then quit mid job and return to the station. The warranty department sent me a replacement i8 which I quickly returned because it was not working at all. I kept the original i7 as instructed until a new replacement would be sent to me. However the warranty department has not sent a new replacement as promised and I have been using the original i7 working around the multiple error messages and job interruptions. Every time I call, the representatives kept telling me to wait for the warranty department to contact me to no avail. During the last call, the representative told me I needed to clean the sensors, which I have done multiple times. The representative conveniently drops my call during the conversation and would not call back.

  

  Business Response

  Date: 03/15/2024

  Hello ********,

  We are sorry to hear that you are having issues with your i7 robot, this is not the experience we want for any of our customers.

  We looked into your account and can see that order 10063307 was processed for you on 1/25/2024 for an upgraded robot + a new bin to resolve your i7 issues under your extended warranty.

  Please advise if you still require assistance with this matter.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 03/15/2024

  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. 

  As stated in the complaint the replacement i8 robot was defective and returned an error 26 message the first time I tried to use it. I was instructed to return the defective i8 robot, which I did. I had also provided the tracking number for the return to a representative. As stated in the complaint, I am still using the original i7 robot with error messages. The robot quits mid job and constantly says that the bin is full, even after it has been washed. 
  
  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:03/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a roombaj7+ from iRobot. I had high hopes for this product. My wife and I just had new hardwood floors put in. She chose the color of the floors to be black. The robot worked fine for 3 days. Well all of a sudden the robot says, Drop off detected please move to another location. Weve moved the robot several times. The issue just kept occurring. I called iRobot and was told, because I have black floors the robot wouldnt work. Had i known that I wouldnt have purchased it. They offered me a refund. Also they told me I couldnt get any replacement, because all the robots have that sensor. I paid that credit card off and canceled it. So I no longer have the card I used to purchase the robot. Now Im stuck with a vacuum that doesnt do anything. I am choosing to have a refund. But if the company can update the software to disable the sensors would rather have the vacuum.

  

  Business Response

  Date: 03/15/2024

  Hello *****,

  Unfortunately, we are not able to disable these sensors on the robot as they are an implemented safety measure to keep robots from driving through drop off areas such as staircases.

  A member from our corporate care team will reach out to you regarding your refund.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:03/04/2024

  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 recently terminated my iRobot select service and was told in the app I had until 2/23/24 to restart the service. I tried multiple times to reach your team and could only do so by Text. It took over a day to get back to me where I was refused the service restart. Ive paid in excess of $1300 for this device that is now a brick. You also sent me a new J7+ that I was told to recycle because your folks couldnt re-activate me which is unacceptable when you told me I had until 2/23 to re-activate but I couldnt ever reach anyone to complete this. To spend this amount of money on a device to have it bricked is unacceptable and a waste. All I want is the service turned back on so I can continue to use my iRobot.

  

  Business Response

  Date: 03/06/2024

  Hello *****,

  We are sorry to hear that you missed the deadline to sign up for a new membership after cancelling your old one.

  Unfortunately, we are currently not accepting new Select subscriptions.

  Please visit the iRobot Select page so you are able to sign up to be notified when new subscriptions resume so you are able to sign up for a new subscription at that time.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 03/06/2024

  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. 

  this is not acceptable, this has nothing to do with me not meeting the deadline, I reached out before the deadline but your organization did not answer in the timeframe after I reached out. Furthermore Im not asking for a new subscription, Im asking for my subscription to be reactivated or Ill file a complaint with the *** and Ill also contact my lawyers. I paid $35 a month or more for 3+ years to have a bricked vacuum. That would be the same as me buying an iPhone or Android paying it off in its entirety only to have the device stop working after I paid it off. I will seek legal action against Roomba if this isnt resolved  again I do NOT want a new subscription, I want my old one turned back on  its not my fault your company didnt have resources to assist me  
  

  
  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: 03/07/2024

  Hello *****,

  If you terminated your original membership, we would need to open a new membership subscription in order for you to proceed, we do not have the ability to reinstate a terminated subscription. Had you not terminated your subscription, at the end of it, you would have remained on a month to month subscription in which all of the membership services provided to you for the duration of your original membership would have carried over in to you term-free membership and you would have had the option to cancel at any time without a termination fee and at the rate of your original monthly service fee.

  To speak on the monthly subscription fees you paid for the duration of your previous membership: these are not monthly payments toward paying off the robot, they are monthly subscriptions fees for the services provided with a Select Membership which includes free part/robot replacement in the event of an issue at anytime for the duration of the subscription term, automatic monthly replenishment of accessories, a streamlined/dedicated Select representative team, option to upgrade to new robot model after 36 months, etc.

  It is outlined in the contract that must be signed at the beginning of the contract as well as in the terms and conditions that needs to be accepted in order to proceed with a membership, that Select robots do not operate with out an active subscription linked to them. 

  If you would like to proceed with a new Select membership, as previously mentioned, we are not able to complete that request at this time, but you may sign up to be notified when we are taking new subscriptions again.

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 03/11/2024

  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 was never advised the service was not able to be restored. It wasnt provided on your site. It simply told me to reach out to re-instate contact support. Which is a lie and false advertisement. Regardless of your terms and conditions you need to provide details around a service that is no longer available and you didnt do that to me in writing or email. You changed the terms of an active service without notice. If youre unable to re-instate my service that I was told I could restart on your website by a certain date Im ready to take the next step and either litigate or take legal action. Im not giving this up especially when I invested so much money into your 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,

  *****