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:02/26/2024

  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 membership in March 2022 and when I purchased this I spoke with a customer service agent and was told at the end of the 2 years I would not have to continue my monthly membership and would own the machine. March 2024 is the end of my membership and I want to cancel, now I am told that my machine will be shut down and will no longer work. I have paid almost $750 for this machine and all I want is to be able to continue to use it or I would like some sort of compensation. I was told one thing and now another thing is happening.

  

  Business Response

  Date: 03/06/2024

  Hello ******!

  We apologize if there was any confusion, however, the contract as well as the terms and conditions for the Select program which must be acknowledged to proceed with a membership clearly outline that Select robots will not work without a subscription. Once you have reached your membership term limit, you are no longer bound by a contract length and are free to cancel at any time without a termination fee.

  The monthly subscription fee is for the monthly services and consumables provided (robot replacement if needed at any time during membership, automatic accessory replenishment, robot upgrade after 36 months, dedicated Select team, etc.) it is not a payment plan towards the robot as the robot will not work without being tied to a subscription.

  If you no longer wish to participate in the Select program and your subscription term has passed, you may reach out to our Select team to cancel your membership.
  

  Please note we are not currently taking new memberships at this time and for the foreseeable future, so if you choose to terminate your Select membership, you will not be able to reinstate your membership at this time.

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

  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. 

  I was told my a customer service agent from **********************, an employee of the company, that once I fulfilled the 2 year agreement that I would own the machine outright.  I understand that I am now being told that the monthly service is something different but at the time I signed up, I was told something else.  The fact that iRobot is NOT standing by what I was told by a customer service rep is extremely disappointing.  I have no use for this machine now.  If iRobot does not want to make this go right I am asking for some sort of refund and paid shipping to send the machine back to iRobot.
  
  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 ******,

  We apologize if there was any confusion, but regardless of what may have been relayed, this was all outlined in the contract you signed as well as the terms and conditions in which you agreed to in order to proceed with a Select membership. This information is also available on our Select Membership website and portal.
  
  iRobot provided the agreed upon service for the duration of your membership so we are not able to to provide a refund at this time, but please reach out to Select team to have your subscription cancelled and an agent would be happy to assist you with a prepaid return label so you are able to send your robot back.

  Please let us know if you have any further questions regarding this matter.

  Thank you,

  Katlyn 

• Initial Complaint

  Date:02/19/2024

  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.

  Robot subscriptions in 2021. The subscription fell past due around February 2023 and was subsequently sent to collections with **************. I had reached out to iRobot Select support multiple times about their vague terms of service and how they were not honoring it after I had paid off the collections account and had attempted to restart the subscription. I was told left and right by every representative that I could not start the subscription again and again. Even when the escalation specialist replied to the emails, he also stated "Unfortunately, there is nothing further we can do due to it being cancelled,". I did have one of three accounts with iRobot that did not go to collections because it was on auto renew on a credit card and is still active. I received an email earlier this week stating that my payment method was invalid, but when I looked it said active. This lead me to investigating further and found that it was a different email ********************** I spoke with a phone representative, ******** on Saturday 02/17/2024 where we spent almost 1.5 hours investigating this and he stated that he can see that I was told multiple times that I would not be restarting the subscription, however he reports that a different agent reported to have sent emails on 7/21/23 and 7/31/23 contradicting the last several weeks of emails. I have no record of this email they speak of, nor did I consent to them restarting the subscription. After finally working with ******** to find out the problem and gaining access to ********************* account, I was able to see the charges for that account, which the company could see the robot have never been used as I had no knowledge of this subscription. The subscription was $31.10 per month-tax included. This has occurred since 8/7/23 without my consent. No consent was ever given for this. I have asked for the amount to refunded but I was told no.I would like the company to not commit fraud and refund my money.

  

  Business Response

  Date: 02/21/2024

  Hello ******,

  We have been in contact with the corporate representatives for the Select team, they informed us that they were made aware of this situation by an agent yesterday and have been working on the backend to resolve since escalated.

  The team is currently processing the refund for the amount you listed here: $217.70 and the refund will reflect on the original payment method within 1-3 business days.

  If there is anything else we may assist you with at this time, please do not hesitate to contact us.

  Thank you,

  iRobot Customer Care

   

• Initial Complaint

  Date:02/17/2024

  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.

  The iRobot braava jet does not work. It just keeps saying "fill the tank." I have tried all the troubleshooting fixes the iRobot people advised. They sent a tank cap and filter which I installed. Still the iRobot is inoperable, saying "Fill the tank." I think it is a malfunctioning sensor. I am frustrated with the lack of a timely replacement parts that work.

  

  Business Response

  Date: 02/20/2024

  Hello ****,

  We are sorry to hear that you are experiencing issues with your m6 robot, this is not the experience we want for any of our customers.

  We looked into your account and can see that a replacement m6 was processed for you this afternoon on order# ******** to resolve this matter.

  Please let us know if there is anything else we may assist you with at this time.

  Thank you,

  iRobot Customer Care

   

  ********

• Initial Complaint

  Date:02/15/2024

  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 an iRobot Roomba j7+ on June 15, 2023. Since purchasing this device, I have experienced errors nearly every time it operates and the machine fails to complete a job without intervention. It frequently gets stuck on flat and level surfaces, gets lost and cannot find the home base, fails to return back to the home base in time before running out of battery, and says it cannot empty the bin or has other errors. I have repeatedly contacted iRobot for help and have always followed their recommendations, cleaned and reset the machine, and made other adjustments they suggested. Nearly every time I've called, I've been routed to overseas call centers with a representative who speaks broken english and does not always appear to understand what I am trying to explain to them. The issues have never been resolved and today I finally requested a replacement robot. "*****" from a South American call center told me to move the base to another location in my home instead and if that didn't work, they would replace it. As soon as I explained I would do it, but I've already done these things repeatedly without resolution of the issues and have owned two iRobots previous to this one and never had any of these issues, her reply was I now would have to find my purchase receipt and provide it to them, then send them the device for repair. She provided no explanation why her answer changed regarding the proposed resolution. This is wholly unacceptable and I feel iRobot has been stonewalling me for months. After the second or third time I had to call them for an issue, iRobot should have just replaced the device, since it is defective and I have made a good faith effort to work with them prior to demanding it be replaced. .

  

  Business Response

  Date: 02/20/2024

  Hello *****!

  We apologize for the delay, this is not the experience we want for any of our customers.

  After reviewing your customer journey, we have processed a replacement robot for you on under warranty on order 07473307.

  If you haven't already, you should be seeing an order confirmation email come through shortly. This email will include a prepaid return label for you to send your current robot back as part of the warranty process.

  You will receive and additional email once the robot ships with the tracking information.

  If you have any other questions or require further assistance, please do not hesitate to contact us.

  Thank you,

  iRobot Customer Care

   

  Customer Answer

  Date: 02/20/2024

  [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. It is regrettable it took filing this complaint to get iRobot to seriously consider my concerns and resolve the complaint.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/07/2024

  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.

  Been onto iRobot customer care several times. First time they said that I live in ******* so Id have to contact American cust care. So I rang them and told them I live in Ireland. I then sent on additional information and images etc. but no resolution. Now they are ignoring me.

  

  Business Response

  Date: 02/14/2024

  Hello ****,

  We apologize for the delay in service you have experienced thus far, we will update your case to properly reflect your location and get your information over to our **** team immediately to assist you.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:02/06/2024

  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.

  On 2/5/24 I contacted support once again because since buying the product I havent been able to get it to clean without fault or issue.During this conversation I was told that I would be refunded the months I paid for since it had issues after they reviewed the errors it was sending and they would send me a replacement.As of 2/6/24 they deactivated my account saying I was missing payment (my next payment is due 2/18) and I had been suspended and asked me to update card and that I owed $0. I contacted support but then realized they reactivated and charged my card for money I did not owe. I have been charged twice.Since November I made the initial payment plus a payment December and January. My next payment was due 2/18 and is still scheduled to be deducted.So they have not sent me any refund, charged me and suspended me and I have not received shipping confirmation.It is just dishonest to make promises of a product I havent been able to get to work, saying Id be refunded without my asking and given a non defective unit and instead charged and having account suspended!Listed are images of the charges.

  

  Business Response

  Date: 02/14/2024

  Hello *****!

  We have looked into your ticket history and found that the agent assisting you has since informed you that the charges in question are in the process of being refunded and that your replacement robot was sent out on *** tracking# 1Z19F1V80204237284 which delivered 2/7. 

  Please let us know if you are still in need of pre-paid return labels to send your defective unit back and/or if there is anything else we may assist you with at this time.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:02/02/2024

  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 wrote to IRobot abouut this and was not given any help. I had purchased their replacement kit from Amazon to replace parts that wear out. The side brush pitured even with my pushing the s**** it does not go through to s**** back in to the unit and that the hole is too small. In the old one it would go all the way through. This was manufactured wrong with the hole being too small for the s**** They replied it was out of warranty even though it was fresh from the box and was clearly a manufacturing defect. They owe me a replacement brush.

  Customer Answer

  Date: 02/13/2024

  [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,
  
  *****************************

• Initial Complaint

  Date:02/02/2024

  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.

  On May 22nd 2023, I purchased a top-of-the-line Roomba Combo J7+ Vaccum and Mop from Amazon.com (sold by Amazon themselves, an Authorized Roomba Retailer).The device has had multiple performance and hardware problems over the short time I have owned it, with the most egregious and ongoing problem beginning around September/October of 2023. From my own troubleshooting and testing the issue is the result of a firmware update pushed by iRobot to the J7+ which has crippled it's ability to mop any of the floors in my home. It now experiences traction issues and has effectively lost half of it's advertised functionality.These traction issues are widespread enough that there is an official article online and available in the iRobot app for toubleshooting the problem, but none of the steps work. There are also numerous reports of users on the /roomba subreddit from other users with combo roombas (J7 and J9 combos) that are having the same problem.This problem was replicated on a replacement unit sent by their support. While the replacement unit worked on an initial run fresh out of the box (it mopped all my hard-surface floors fine) it automatically updated the evening I received it and can no longer successfully mop. The same issue as my original unit.Beyond sending a replacement, support is offering nothing expect rolling back the firmware to the previous version. However this is only a temporary solution and they admit it will be overwritten every time a new update is pushed. Support has also been unsuccessful so far in actually rolling back my firmware after multiple requests and reminders from **** am outside the refund window for Amazon (the update which broke my unit was released 4 or 5 months after purchase) and support will not acknowledge this is a known issue nor will they promise a permanent fix is being worked on.As a result, I would like to ship them back my now broken J7+ roomba and the replacement unit for a full refund of my purchase price.

  Customer Answer

  Date: 02/13/2024

  I have not heard from the business in response to my complaint. They still have not rolled back my roomba's firmware as originally promised and I just ran another test this morning which failed in the same way (the roomba is stuck in place and cannot reliably move while mopping).

  

  Business Response

  Date: 02/14/2024

  Hello *******,

  We are sorry to hear that you are having trouble with your combo j7 unit, this is not the experience we want for any of our customers.

  We are going to have our advanced tech support team reach out to you to take a look at the issues you are experiencing, from what we can see in the system, you have not been escalated to the proper team up until this point. 

  A member from our corporate care team will remain in close contact with the advanced tech support team member who assists you to ensure this issue is seen through to a proper resolution for you.

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

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:01/19/2024

  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.

  My roomba stopped having suction and did no cleaning just after 8 months. I put in a complaint by calling last year but no response. Then I complained again this year and the support was very responsive. But, the issue they finally found was that battery needs replacement. I got no confirmation that if now again I spend 89$ over 700$ I spent a year back to purchase it, there was no guarantee it will solve the issue. The product was purchased in July 2022.

  

  Business Response

  Date: 02/05/2024

  Hello ********,

  A member of our corporate team has reached out to you to assist with resolving the issues, they have left a voicemail for you with callback information.

  Please reach out to that individual at your earliest convenience so they may assist you.

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:01/19/2024

  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.

  My original 2 year agreement (over the phone) with Irobot was November 2021. I agreed to pay Irobot ***** a month for 2 years for a top of the line Roomba. I have made payments each month for the 2 years, so even though the original agreement was over a year ago I have made payments within the last 365 days.I thought I was making payments on the vacuum and would own it at the end of 2 years. at the end of of the 2 years I was informed that I must continue to pay the ***** a month or they would disable the vacuum on their end. they said I had not purchased the vacuum, I was paying for a service. I have contacted them multiple times and they always say they are "escalating" the case and will get back to me within a week. never happens. my old Roomba still works so I never even opened the box. I have offered to return it and they will not accept that either.I have paid over $750 to this company and cannot use the vac without paying more, I can't sell it or even give it away because the new owners could not use it without paying the $***** per month.

  

  Business Response

  Date: 01/26/2024

  Hello Maryelaine!

  As outlined on our website and in our terms and conditions, Select robots need an active subscription in order to operate. The Select program terms and conditions, which must be accepted in order to proceed with enrollment in a Select membership, clearly outline that at the end of your term, your membership will auto-renew and that if you terminate your Membership or cease payment for your Membership, your Membership Products (robot) will not function or be able to operate. It also clearly states that Membership Product will only function for the original Membership account created at the time of purchase. There is also a section which states Membership and Membership Products cannot be transferred or gifted.
  
  If you would like to continue using your robot with your current Select membership, since you have completed your original 2 year term, you are no longer bound by any term length and may terminate your Membership either in the Member Portal at any time. Once you have reached the ********************* your membership, you may choose to upgrade the robot if you wish to try the newer offered model robot at that time.

  You were provided with the agreed upon services for the duration of your 2-year term and additionally up until this point on your renewed subscription, for that and the reasons explained above, we are not able to provide you with a refund.

  Thank you,

  iRobot Customer Care