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:03/14/2023

  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 iRobot Roomba i3+ on Nov 18, 2022 from a local retailer. The Roomba quit working in early Feb 2023. After several unsuccessful attempts with iRobot techs to resolve the problem, they shipped me a new unit on Feb13th and I returned the old unit to them. Note: At this point, I could not return the unit to the retailer because they had a 90 day return policy; I had the unit for 95 days. The new one had connectivity problems from initial set up and has never worked properly. The iRobot techs have not been able to resolve the problem and decide to escalate my case (#********) to a higher level of tech support; that date was Feb 22, 2023. Repeated attempts to get the higher level tech support to contact me were unsuccessful until March 10, 2023. They then ask me to send pictures of the unit and error screen shots. Its now March 14th and I have not heard back from them. I have had the new replacement unit for almost a month now and it has not worked. Something is terrible wrong with the product or service tech training that they dont seem to be able to resolve the products failure to operate. The BBB is my last hope for resolving this problem.

  

  Business Response

  Date: 03/20/2023

  Hello ***,

   

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

  We will reach out to the t2 support team and have them follow up with you as soon as possible to resolve the issues you are experiencing with your robot.

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:03/12/2023

  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 an irobot s9 series vacuum a few years ago. It didn't work due to internet connectivity issues. technical issues with these robots were supposed to be resolved and I was provided with a new machine. At first it seemed better so I bought a second machine. Now neither of them will work because of internet connectivity. A few months ago after multiple discussions with technical support my case was passed on to ******************** team. After several days they did contact me and got the robots back on line for a few months. but they have not worked since. My "case" was passed on to the advanced team again with promised return call in 48 hours. I have again contacted technical support call center twice. The last information I was given is that the support team is in Europe and will be handled by email. I haven't been contacted by email either. I have ******* dollars tied up in 2 machines that won't work. I believe this company needs to stand behind their product and provide their customers with solutions to the problem

  

  Business Response

  Date: 03/20/2023

  Hello *****,

   

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

  Looking into your account history, it appears as though you have spoken with tier 1 support and our escalations team so far with no success. While these groups are comprise of highly trained agents, our tier 2 team specializes in wifi, connectivity and advanced technical issues and would be better equipped to assist you with your connectivity issues.

  We will reach out to that team today and have someone contact you at the information you have provided here to get your robots back up and running.

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:03/09/2023

  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 was replaced under warranty, just a few months ago, and the replacement is broken. I've factor reset it, cleaned its sensors, followed all the directions, everything. It just does a few circles then goes home. I've wasted countless hours trying to fix it and it wont work. I am beyond frustrated. It;s now out of warranty, but the replacement that was sent, when it was in warranty, has never worked. Serial Number *********************

  

  Business Response

  Date: 03/24/2023

  Hello *******,

  Thank you for sharing further information for us here regarding your robot so we are able to better assist you.
  
  According to a thorough investigation of your robot's data history, we are able to see the robot running successful missions throughout your home per mission following the factory reset you performed. The map of each mission shows several documented passes by the robot covering all areas of each room it was instructed to clean with several "Dirt Detect" events throughout each mission (these are recorded each time the robot encounters a larger amount of debris as it cleans.) ********* indicates the robot is running missions far beyond the area around the home base, picking up debris and covering the entirety of the spaces it was instructed to clean. 
  

  There is one recorded mission on 3/17 where the robot recorded Error **** which indicates the robot's path is blocked by an obstacle too large for it to pass, the robot will return home without cleaning the space it was intended to in an obstacle event such as this. Please ensure the robot has a clear path free of obstacles and debris too large for the robot to consume prior to running missions as advised in the s9 owner's guide to avoid this from happening in the future. 

  At this time, there are no defects, errors, or malfunctions detected that would indicate the robot is not operating as designed/intended that would warrant a replacement robot outside of the robot's warranty. 
  

  If you are not satisfied with the robot's performance after learning more about its recent activity, please let us know so we are able to get you connected with one of our highest level advanced support agents to further troubleshoot with you live and/or assist you in sending your robot to be looked at for an out of warranty repair if deemed necessary following live troubleshooting. In either event, we would closely monitor your case to resolution.
  
  Thank you,
  iRobot Customer Care

  Customer Answer

  Date: 03/24/2023

  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. 

  The roombas sensors were cleaned and it says it ran into an object, but did it not. The app does not align with what it is really doing, which is why I find it interesting you rely on the app and have never asked me how I thought the vacuum was doing. The vacuum is unable to dock by itself, ever. And it often goes in circles. 

   

  I will make one final request to have it replaced, along with the base, with a brand new model, or I will be filing a lawsuit against Irobot for damages done to baseboards, personal items, time list, and the cost of the vacuum. I will also consult with an attorney about the the iRobot disclosing protected information, like information about the house, including the square footage, layout, and room names. 

   

   
  
  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,

  *******

   

   

  Customer Answer

  Date: 04/20/2023

  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. 

  Yes, it keeps having issues and iRobot mentioned in their last reply that if the issues kept happening, they would work with a sepacalist to correct them. So I told them the issues kept happening and I dont think they had a chance to respond. 
  
  Further, from the app, it looks like its not having issues. But when it cleans, sometimes the vacuum wont turn on and it just makes a whining noise. 
  

  
  

• Initial Complaint

  Date:03/03/2023

  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 on 1/29/2023 from ******** Within 2 days of having the product, we realized it was defective and began calling iRobot support for replacements. The first replacement was sent to the wrong address and when the Good Samaritan gave it to us, it was the wrong replacement. They stated they will send another replacement, that we have yet to receive. We call iRobot almost weekly for issues (Base is clogged but there is no issue, the robot only cleans for 1 minute) We have rebooted, reset, moved the base, etc. the issues are DAILY and very frustrating after spending a good amount of money on something to not work. This time, I called iRobot to get a refund for the $311.76 we spent on this product & send it back. They stated they cannot return the item and to try ******* (we no longer have the box so ******* wont take it). I think it is ridiculous that they cannot refund a product they manufactured and was defective. At the end of the day, they contract with ******* to sell their product but they should service the products and their customers. They offered no other solutions. I just want my money back & to send their product back. I will never again purchase from iRobot and I will caution everyone that Shark manufactures a better product and has better support (we have had 3 shark robot vacuums in the past with no problems). I hope this helps the everyday consumer make better decisions than we did on where to spend their hard earned dollar in todays crazy market. We will be filing a case with our bank to try to get the money back that way, but at this point, it seems like we have paid for garbage.

  

  Business Response

  Date: 03/08/2023

  ************,

   

  We are sorry to hear you are not enjoying your i1 robot, this is not the experience we want for any of our customers.

  We looked into your case and can see that your i1 robot with SN: I155220V220827N400967 has full battery capacity, is holding a charge at this time, and has been in regular use running almost daily successful missions as recently as 3/7. Additionally, the robot has not thrown any battery related errors since it was provisioned or since it was reset on February 19. This is information we can share with you if you are interested in your robot's data history.

  We can see the order for the i6 robot that was processed to ship to the address you provided so we do apologize for both the agent and courier errors at play on the replacement order but we can see that your robot seems to be working, so we are hoping this means the issues you were previously experiencing have since been resolved.

  If you are experiencing issues aside from what you had originally reported, we can assign a higher level agent to take a look and we can monitor the case to resolution.

  Lastly, if you filed a dispute with your bank, unfortunately, we would not be able to process a refund on our end - if you can send notice that the dispute was cancelled, we can offer prepaid return labels to you to send back your robot and we would be able to process a manual refund by check at the corporate level.

  Please advise how you wish to proceed and/or let us know if you have any questions regarding our response.

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:03/02/2023

  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.

  I signed up for a 2yr plan with iRobot for a Roomba with subscription and have been paying $31.76 every month for the past 20 months. I have tried cancelling the membership several times in the past year and they have kept me on the hook with lies and deception. For starters, when I first signed up for the 2 year plan it was not made clear anywhere throughout the sign up process that at the end of the 2 years the vacuum would be deactivated. I was under the impression that it was a payment plan for full value and the perk was getting filters as needed. I watched tons of ads on my feed prior to signing up with them, commented on their FB ads asking this questions, and read everything on the screen while signing up and this was not clearly disclosed on any of that. It was not made clear until a phone call regarding a non-working robot last October that the "perk" was the privilege of continuing to pay $30 per month in perpetuity for something I would never own. I was angry, asked to speak to a supervisor and was told my case would be escalated. No one ever contacted me. In the meantime they sent me an "upgrade" to a vacuum that never worked. Kept saying connection error and to make sure the contacts were clean. It was a supposedly a new vacuum. It was clean. Today I called again and once again they have the audacity to say I still owe them more money for cancelling a membership that I never would've signed up for had they disclosed what it really was from the get go. Also for a piece of junk that doesn't work. This is ludicrous and I am stunned that this well known company is this unethical. I was told my case would be escalated but considering that was a lie the last time I contacted them I am seeking help from BBB as a first step before considering further action.

  

  Business Response

  Date: 03/08/2023

  Hello ******,

   

  We are sorry to hear that you are not enjoying your iRobot Select Membership. There are a few layers to our response here regarding your situation.

  First, we see here that you signed up for the 24 month commitment plan in which case an early termination fee would apply to cancel your membership as outlined in the Membership Terms that must be accepted to purchase the plan. These notices were available to you and you agreed to the Membership Terms that included the early termination fee at the time of your purchase. 
  

  Having said that, if there is a period of time in which the robot is not functioning as intended, we would be happy to reimburse you for those months. If the disputes for the payments are still open with your bank, however, our system will not allow the reimbursement of those charges to process. Please advise if you are able to cancel those disputes so we are able to reimburse you for the months in which your robot did not work or if you wish to proceed with the disputes through your bank.

  You mentioned in your support ticket that the issue with your robot it that it cannot hold a charge, however, we can see in our system that your robot SN:J75X020B211119N101516 currently has full battery capacity and is currently holding a full 100% charge. Please advise if the previous charging issues are still an ongoing issue or if they have been resolved at this time.

  Lastly, if you wish you remain in your membership and your robot issues are not resolved, please let us know here and we will look into having a replacement robot sent out for you.

   

  Thank you,
  

  iRobot Customer Care

  Customer Answer

  Date: 03/14/2023

  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. 

  So let's got through the "layers" of this. The responder failed to acknowledge their purposely evasive advertising which never tells the consumer that at the end of the two years they will end up with a disabled piece of junk. I will be reaching out to the ***** of ******** Affairs for assistance with this because this seems completely unethical to me. 

   

  As for the refund for the months it did not work, I fail to understand why that can't be processed through the dispute via the credit card company. Considering that this company is not trustworthy, I am not cancelling my dispute and taking their word on anything. 

   

  As for the robot not working and their claim that it's 100% charged, that is simply a lie. It has not been able to connect in months and has been sitting inside the shipping box since the day I opened this complaint waiting on iRobot to send me a return label. So unless these are magical machines that can transmit signals without being plugged in or connected, there's no way iRobot can claim they see anything. 

   

  I have also been emailing back and forth with ***************************, "iRobot Select Experience Manager" who claims is the last stop in complaint escalation and he also has failed to offer any resolution. Apparently the culture at this company is to deflect and argue while continues to feel entitled to people's money. His first response was simply to keep paying  because the cancellation fee would be more. First of all, that's not true. I was told before being to referred to ****** that the cancellation fee was $75 at this point, and the fee is $30/mo until July. I'm no mathematician but I do know $75 is not more than $120. Secondly, if I'm going to keep paying then they are required to provide me with a working robot and provide a return shipping label. The rest was just back and forth circular nonsense meant to avoid responsibility on their part. Emails are attached. 

  
  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: 03/17/2023

  Hello ******,

  After the 2-year commitment ends, customers may choose to part ways with Select and return their robot OR customers may continue to pay their membership fee on a month to month basis continuing regular use of their robot and the Select membership service - only now, no longer bound by contract, free to cancel at anytime with no fees. After 36 months of membership, customers are eligible to upgrade their robot if they wish. 
  

  Apologies if there was any confusion regarding the dispute, per our last response:
  

  "Having said that, if there is a period of time in which the robot is not functioning as intended, we would be happy to reimburse you for those months. If the disputes for the payments are still open with your bank, however, our system will not allow the reimbursement of those charges to process. Please advise if you are able to cancel those disputes so we are able to reimburse you for the months in which your robot did not work or if you wish to proceed with the disputes through your bank."
  

  If you wish to proceed with the disputes filed with your bank, that is your choice. Our system simply does not allow for refunds on transactions that have open disputes, it will give us an error and not allow us to proceed. So we are by no means saying that we cannot refund you or that you are not able to proceed with your filed bank disputes, our system just won't allow the refund through iRobot if the bank disputes remain. If you are able to cancel the disputes, we can process the refund for you but if you feel more comfortable proceeding with the dispute through your bank, you are of course able to do so. We prefer this is not the route you take as it does interfere with our financial process, but ultimately it is your personal choice on how you wish to proceed. Please just let us know either way so we may proceed accordingly on our end.
  

  The mention of the battery capacity is not to say if or not the robot is charged but to explain that the battery is capable of holding a full charge - this typically means that the issue is not the battery and there may be a different issue that can be determined through trouble shooting with an agent. Should the trouble shooting fail to resolve your issue, the agent will always replace the robot for you.
  

  In conclusion, given the the nature and escalation of your situation - we would have no problem having the agent you are working with replace your robot if you wish to remain in the **************** please let us know so we may touch base with the agent and proceed with your robot replacement. If you wish to end your time with Select, we will be said to see you go but will in good faith waive the early termination fee, cancel the membership, and provide prepaid return labels for your equipment.

  
  Please advise how you wish to proceed and we will make the accommodations for you.
  
  Thank you,
  iRobot Customer Care

  Customer Answer

  Date: 03/22/2023

  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. 

  Return label has still not been sent so I can't accept the response from the business until they do that. Per their last communication I will take the option of getting a return label for the robot with the waiver of any penalty fees. I cannot **** this as resolved until that is done. As for the disputed fees I will let my bank complete that. I have no interest in getting back in touch with the rep that refused to resolve this to begin with, so I want the label sent to me ASAP. This has taken enough time out of my life. Once I receive a return label and confirmation that the membership is cancelled without any further charges due I can **** this as an accepted result. 

   

  Thank you

  
  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: 03/23/2023

  Hello ******,

   

  We will have a different agent reach out to provide a return label and assist you in the process of exiting your membership without an early termination fee.

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

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:02/24/2023

  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.

  Our Roomba i7 has stopped working, it does not respond when it is in the base to come and clean the floors.We have called the company on several occasions and we have not heard from anyone at the company.Very dissappointing as we spend a lot of money on this product picking up hair for 3 dogs in our household.

  

  Business Response

  Date: 02/28/2023

  Hello ****,

   

  We are sorry to hear you are having trouble contacting our care team, that is not the experience we want for any of our customers.

  We have located your account but we do not see any case history present - we will have an agent reach out to you today to assist you with the issues you are experiencing with your robot.

  We appreciate your patience and understanding and sincerely apologize for the delay in service.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 03/15/2023

  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. 

  We still have NOT heard from anyone from our complaint.
  
  We need updates ASAP!
  
  Thank you.
  
  Regards,
  **************************; 

  

  Business Response

  Date: 03/16/2023

  Hello,

   

  This was assigned to a specialized escalations agent who created a product support case ******** and reached out via the contact information we had at the time which was ******************* at **************** on 2/28.

  We apologize for the delay in service due to this mixup - the agent has promptly been advised to reach out to the ************************* email address and will be doing so today.

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:02/23/2023

  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.

  Purchased a Roomba J7+ via amazon January 6th 2022 and had it programmed to clean daily. Last time it worked was January 3rd which is well registered in their app and, with that, marked 164 times used. On Jan 5th I contacted customer support and informed them that it had stopped working and was told to take it for review. Their tech support replied Feb 22nd stating that the motherboard was broken and couldn't be fixed. I contacted customer support and they stated there was nothing they could do as the equipment was over 1 year old. When I explained that I had reported this issue when the equipment was under a valid guarantee, they replied "this is a different case" Now I can only through the machine away as iRobot does not allow the technicians to fix motherboards. This is such a waste of resources and disrespectful to the environment that it seems hard to believe that they could have such a horrible modus operandi.

  

  Business Response

  Date: 02/27/2023

  Hello *********,
  
  
  
  We are sorry to hear of the issues you are experiencing with your j7 robot.
  
  We have looked into the robot data and the battery capacity is at 100% so there are not issues with the battery as it is capable of a full charge. There is also a note regarding possible dull contacts - this can effect your robot's charging abilities.
  
  Please try using a melamine sponge such as a magic eraser to clean the contacts on both the robot and the base, this should allow for the robot to complete its charge.

   

   

  Thank you,

  iRobot Customer Care
  

  Customer Answer

  Date: 02/27/2023

  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 mentioned in my post, I have gone through all the steps and taken it to IRobot to be looked at. Their feedback was that the motherboard is dead and IRobot does not allow them to fix it. 
  
  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: 03/02/2023

  Hello *********,

   

  Given your location in *********, the robot not being purchased through iRobot's North American website directly and the outlined warranty constraints, unfortunately we are not able to process a return for you at this time.

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:02/22/2023

  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 Braava m6 mop in September 2021. It worked flawlessly for about a year, but a couple months ago, the mop stopped running in a straight line. Instead, it would veer slightly to the right. Initially, I didn't give it much thought because the mop still did its job, but about a week ago, the right wheel stopped rotating entirely. When I attempt to run the mop, I get an error message indicating that the right wheel is stuck. I contacted iRobot, who instructed me to remove the wheel and clean out any debris. I did just that, but to no avail. The right wheel will no longer function. The robot turns in circles, and I inevitably receive the same error message. iRobot's warranty department indicated that my warranty had expired a few months earlier (which I understood), but when I asked for a replacement wheel to repair the broken mop, the associate said that they don't offer replacement wheel modules/motor assemblies. Isn't that convenient?! It feels like a tactic to force customers to spend more money. Now I'm being forced to purchase a NEW braava m6 for $450 + tax on a mop that I just purchased less than 1.5 years ago! I am extremely disappointed with iRobot's warranty service and repair options. I have been a loyal customer of ********************** for many years - I also own two roomba i7's, neither of which have given me any issues in the several years that I've owned them. In an effort to troubleshoot the issue on my own, I did a ****** search on braava m6 wheel errors and found that many customers have experienced similar issues with faulty right wheels on their m6's - customers have created blogs around this issue specifically. I hope that iRobot will stand behind their product and either repair my existing braava m6 mop or replace it free of charge. Thank you for your time and consideration.

  

  Business Response

  Date: 02/27/2023

  Hello *****,

   

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

  We do not have many options for ********** but a procedure for wheel issues is newly available.

  The out of warranty repair cost for this procedure is $140 and if ***************** deems your robot unrepairable, they will send you a brand new one.

   

  If this is an option you would like to take advantage of at this time, please let us know here in your response and we will connect you with an agent who will get you set up to begin the repair process.

   

  Thank you,

  iRobot Customer Care
  

  Customer Answer

  Date: 03/02/2023

  [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 would like to move forward with the businesses proposed resolution to repair my m6 braava mop For $140. Please ask that the business contact me by phone at ************ or by email at *************************** to move forward with the repair process.

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

• Initial Complaint

  Date:02/19/2023

  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 roomba i3 and it was delivered 11/27/22. The unit was not holding a charge. After having to take the machine apart and troubleshoot, and take pictures they finally sent me a replacement battery. Once i got the new battery and it was installed several other errors started occurring on the machine. Spoke to customer service and went thru the troubleshooting again and the errors would not clear. I was basically told that i needed to keep the unit clean. I sent pictures off all the brand new filters that I purchased and installed and got no response from the company. I waited two days and called only to be transferred blindly to several different departments having to repeatedly explain the issues. I finally had to act like a crazy person and a representative stated he would send me out a replacement vacuum and to use with the original base. Received the replacement vacuum and i am having the same errors. It is Sunday and i decided to go on the website and complete all the troubleshooting tips and the errors are not clearing. At this point all i want is a refund. I have spent too much time trying to fix a product that i have had since 11/27/22.

  

  Business Response

  Date: 02/22/2023

  Hello ********,

   

  We are sorry to hear about the issues you are having with your i3 robot, that is not the experience we want for any of our customers.

  We have reviewed your case and it appears that there has been some miscommunication. You purchased your robot through Amazon directly which is an authorized iRobot retailer and your proof of purchase states that the robot was purchased in November of 2022 which is within the 1 year manufacturer warranty. After failed trouble-shooting, you should have been offered a replacement.

  We see here that you have requested a refund as your desired resolution, but would you be willing to give us one more chance and accept a brand new replacement unit?

  Please let us know if you would be interested in a replacement and we will place the order for you asap.

   

  Thank you,

  iRobot Corporate Escalations Team

• Initial Complaint

  Date:02/16/2023

  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 bought an IRobot vacuum in August of 2022. In Jan of 2023 it quit working. I contacted customer service, ****, and he told me that they would only help me if I sent him $150. This is still under warranty!

  

  Business Response

  Date: 02/17/2023

  Hello *******,

   

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

  Upon looking into your account, we do not see any registered robots or robot order history, so we'll need some more information to proceed here.

  Can you please provide the serial number of your robot and the proof of purchase so we are able to provide you with a suitable resolution?

   

  Thank you,

  iRobot Customer Care