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:02/09/2023

  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.

  I purchased an IRobot roomba and withing 3 months it stopped working. I contacted the company and they are refusing to do anything about it. They want me to pretty much replace each part out of pocket. This item is just utilized for the living room, dining room and small kitchen no need to break down in 3 month period. Now IRobot is not responding to my request and stopped communicating.

  

  Business Response

  Date: 02/15/2023

  Hello *****,

   

  We are sorry to hear of the difficulties you are having with your 600 series robot, this is not the experience we want for any of our customers.

  We would be happy to take a look into your case and assist with a resolution.

  In the meantime, can you please provide the proof of purchase for your robot so we may proceed with our investigation?

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:02/08/2023

  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.

  Purchased a Roomba i1+ from ******* in 11/2022. The robot made noises over the low-pile carpet, called iRobot, CS sent new parts, and the issue was fixed. A month later, the robot again has issues with battery errors, cleaning base errors, and navigation errors. Called iRobot, and CS said it's the cleaning base that needs repair. Never heard back from CS. Now the robot cleans erratically. Robot cannot find "home" and errors out. Battery drains very quickly despite extremely low usage. Please replace it with another model. i1+ and i3+ are the same machine, but different colors. Request replacement with i7+.

  Customer Answer

  Date: 02/18/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 02/22/2023

  Hello ******,

   

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

  Please note that while the i3 and i1 are similar, they are not the same robot. The i3 has a few different capabilities that the i1 does not posses such as "Directed Room Cleaning" function in which you can send your robot out on missions to clean specific rooms.

  We do not have i7+ units in stock at this time but we do have i3+ units available and ready to ship out today - if you would like to accept the i3+ as an upgrade, please let us know and we will get that taken care of for your right away.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 02/23/2023

  Thank you iRobot.  Please ship the i3+ (robot and cleaning base) to:

  *******************************

  100 ********** APT 4T

  STATEN ISLAND ** 10306

  As soon as possible.

   

  [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:02/07/2023

  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've had my i7 robots for YEARS and had nothing but minor issues that were quickly resolved with the assistance of a representative over the phone. Now, I am having constant issues due to the change in material and shape of the replacement brushes. Since irobot made the decision to change their original i7 brushes, I and countless others have encountered nothing but issues. Ever since I replaced my brushes, the robots make loud grinding noises or produce an error message that won't allow the robots to run. It has been at least 2 weeks since I replaced my brushes and I haven't been able to use either robot because it grinds so loudly that the noise drives me INSANE or it stops running because it claims that there is something stuck in the brushes. I spoke to a representative on 2/5/2023 and as a courtesy, she is sending 2 packs of replacement brushes, but I'm not 100% confident that will resolve the issue. I have also been told that I will likely have to have the cleaning head modules replaced and for two robots, I will be out of pocket at least ****** since both robots are out of warranty. I used to love my Roomba's, but I am getting to the point that I hate them because they are so loud and the maintenance is such a hassle and expense. I'd seriously suggest that iRobot take a look at all of the complaints regarding the brush issue and finally do something about it.

  

  Business Response

  Date: 02/08/2023

  Hello *******,

   

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

  We do see the replacement order that was created as a courtesy for your robots, order 06491569 is currently preparing for shipment.

  We will pass along your feedback regarding the extractors. In the meantime, please follow up with us once your new extractors have arrived if the issues you are experiencing persist after installation. 

  If you still wish to utilize the repair service at this time and/or after you have received your new extractors, we can get you connected with an agent who will provide guidance through the process and let you know what to expect.

  Please do not hesitate to contact is should you have any questions or need further assistance.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 02/10/2023

  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. 

  I took it upon myself to replace the extractors with 2 new sets and I am still having the same loud grinding noises. The extractors that you are sending won't arrive until 2/14, furthering my delay in using the robots. I am over 2 weeks without being able to use my robots. I'd like to be contacted by one of your representatives to discuss what needs to happen now to finally fix my robots. 
  
  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: 02/13/2023

  Hello *******,

   

  We are sorry to hear that you have rejected our response, can you please provide some context as to why you have rejected the response so we may further assist you.

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 02/14/2023

  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. 

   

  I rejected your response because my issue wasn't addressed and meant that I have to continue reaching out to multiple representatives to try to resolve the issues that I am having with my robots. Per my rejection response, I requested that someone from your company contact me so that I could resolve my issue once and for all and no one did. I am the one that had to reach out to someone on 2/11. Even then, I was only given the option of resolving the issue with one robot and not both. Also, I emailed not one, but two of the representatives that I previously communicated with by email and neither of them responded. I am beyond disappointed in the performance of the robots and the run around that it takes to get anything addressed. 

  
  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:02/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Roomba vacuum last April. Recently the unit disconnected from my internet and I have not been able to reconnect it. The support from Irobot has been terrible. The unit is still under warranty. I have called and emailed multiple times. When someone does reply to my email they give me the same advice again. Weeks go by between email responses. At this point I don't even want the unit fixed. I just want my money back. I've attached the receipt and the serial number of the unit is ********************

  

  Business Response

  Date: 02/07/2023

  Hello ******,

   

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

  After further review of your case history, it looks like one of our tier 2 agents has assisted you within the last 24 hours and has offered an in-warranty robot replacement - will a replacement serve as a suitable resolution for your situation at this time? 

   

  Thank you,

  iRobot Customer Care

  Customer Answer

  Date: 02/11/2023

  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. 

  [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.

  I have received the replacement vacuum and am experiencing the same issue.  This is extremely frustrating.  I either want someone to call me and troubleshoot this over the phone or give me a refund for the unit.  I do not want to spend weeks exchanging emails with someone getting nowhere.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 02/13/2023

  Hello ******,
  
  We are sorry to hear that you have rejected our response, can you please provide some context as to why you have rejected the response so we may further assist you.
  
  Thank you,
  iRobot Customer Care

• Initial Complaint

  Date:02/06/2023

  Type:Customer Service 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 file a complaint against iRobot for their unlawful and misleading practices related to their subscription service. I initially subscribed to their monthly robot vacuum service and was satisfied with it for the first year. However, after spending too much time maintaining the robot, I decided to cancel my subscription. It was only then that I was informed of the **** which was not clearly and concisely disclosed to me before entering the contract.I have reviewed the Consumer Leasing Act and have determined that iRobot's **** regardless of disclosure, violates (12 CFR 1013.4(g)(1), (q)) as it is unreasonable and the market value of the product drops to $0 after termination of the service. iRobot's failure to adequately disclose the *** in advertisements is also a violation of (12 CFR 1013.7(b)). Additionally, iRobot's failure to explain that the customer does not own the product violates (12 CFR 1013.3(b)) and contradicts their initial advertisements.I have attached screenshots of iRobot's website showing the lack of information regarding the *** on the sign-up screen where customers choose their plan. I also acknowledge that iRobot recently changed their disclosures, but at the time of signing, there was no mention of the ***.

  

  Business Response

  Date: 02/07/2023

  Hello,

  We are sorry to hear that you did not enjoy your iRobot Select Membership. If a customer signs up for a term commitment and cancels before the term is complete, there is a requirement to pay an early termination fee. This is explicitly described in the Membership Terms which a customer must accept before purchase. Further, the product description page also notes that certain fees and restrictions apply before a customer sees the available plans. 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.

  Since you purchased a 2-year term commitment plan and have decided to terminate prior to the completion of your term commitment, the early termination fee applies.

   

  Thank you,
  

  iRobot Customer Care

  Customer Answer

  Date: 02/19/2023

  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. 

  Don't worry my card company determined it was fraud and did not charge 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,

  ****

   

   

• Initial Complaint

  Date:01/27/2023

  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 purchase an i7 Roomba Vacuum in July 2022. It worked great initially, then within a few weeks stopped working. It would not charge or run. I plugged it into multiple outlets and plugged other things into the outlet it was plugged into to make sure that it was not the outlet. The outlet worked fine. I called andthe customer service person felt it was with the base and put in an order to replace the base. I was without a vacuum for a two weeks, until a received the new base. When I received the new base, I plugged it in and put the vacuum on it to charge. The vacuum still would not work and would not charge. I again had to contact customer service and after numerous calls, I sent pictures of the vacuum and was told that I would be receiving a new vacuum. By this time, I had been without a vacuum for weeks. When I finally received the new vacuum, I followed the instructions and It started to charge immediately and appeared to be working. However, I had numerous issues with it. It did not clean well, it would stop cleaning in the middle of the room and need to be restarted. Numerous times it would finish the job, go onto the charger and them a few minutes later, start the job all over again. I could not get it to run for a week and again had to call customer service. They had me reset it, which worked, but I had to do it multiple times over the time that I have had it. It recently has been saying it is stuck, when it is in the middle of a room, it just stops.. It is constantly saying that the bin needs to be emptied, even after I have changed the bag, emptied the bin by hand and cleaned all the connections. It does not empty into the base, even when it sounds like it does and it has begun to leave dirt and hair all over by floors instead of picking it up. I called again and was told that it needed a new module and that it would cost me $150. I had this for only 6 months with multiple replacement/issues. I do not feel I should have to pay to fix it.

  

  Business Response

  Date: 01/30/2023

  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.

  Seeing as how you have separately had the base and the robot replaced with no luck, let's give it one more try and replace the entire unit.

  We will send you prepaid return labels so you are able to send your original robot back (if you haven't already) and well as the replacement robot and base.

  We will need to inspect the defective units through a quality review, so it is important that we have those returned.

  If you have any questions/comments/concerns, please do not hesitate to reach out!

   

  Thank you!

  iRobot Customer Care

   

   

  Customer Answer

  Date: 01/30/2023

  [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 understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/25/2023

  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 have Irobot products that unfortunately have been replaced repaired more than I would of like or expect with the product. When devices were purchased was with the intent to make life easier. My mop device has been replaced several times whether whole device / parts and now both sensor on base and mop are corroded with not being able to use the device. I have attempted to reach out to customer service and was advised due to warranty unable to assist. I would like Irobot to stand by their products and look at the history of the issues that I have sent in and improve their devices cause at this point can be a health hazard if electric is off and replace my unit for a working one. Or if not refund full price paid to get a new unit.

  

  Business Response

  Date: 01/30/2023

  Hello *******,

   

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

  We have looked through your case history and see it is quite extensive. Given the string of inconveniences, we have processed a replacement m6 order.

  You should be receiving a confirmation email shortly regarding this replacement order, 06475750.

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

   

  Thank you,

  iRobot Customer Care

   

  06475750

• Initial Complaint

  Date:01/23/2023

  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.

  I received a roomba in December of 2020. Since March 2021 it has been having the same repeated sensor issue. The roomba does not communicate with the home base and dock properly; it will crash into the base and drag it around until it is either manually placed back on the base or runs until there is no battery left. iRobot has been working to resolve this with me unsuccessfully for nearly two years. They have sent two replacement home bases which have not fixed the problem. They have performed repairs on the original robot without improvement, sent two additional replacement new robots, and they have all continued to have the same issue. The most recent replacement robot was received May 2, 2022 and is continuing to have the same repeated issue. I have been in constant contact with their company regarding these issues and have asked for a refund due to their inability to resolve this ongoing issue with their product, or upgrade my device to a newer robot as this one is not functioning as it is advertised to do. My most recent communication with them January of this year they told me they would repair the robot (again) but this time for an out of warrantee repair fee. I said I will not pay to have a robot repaired that is within the one year warrantee period as this one is (May 2022). I have asked repeatedly to have this escalated to manager level to receive a refund for a product that is not functioning as advertised and I am not interested in continuing going back and forth with them as it has already been nearly two years without resolution. When asked to escalate to manager level on Jan 9 of this year, they stopped responding to my emails. I let them know if I had not heard back by Jan 20 I would be contacting BBB. I have reached out 3 times to inquire their next steps in finding a resolution and they are no longer responding to my emails. I am seeking a refund of $179 for a defective product that irobot has been unable to resolve

  

  Business Response

  Date: 01/30/2023

  Hello ******,

   

  We are sorry to hear of the issues you've had with your 600 series robot, this is not the experience we want for any of our customers.

  Since the issues began when the robot was within warranty and continued on through many attempts to troubleshoot, repair and replace - we will be able to honor the original warranty and refund the robot.

  We will need to manually refund you as we do not have an order transaction in our system to refund against, part of this process requires collecting the proof of purchase to validate the purchase amount for the refund.

  A member from our iRobot Corporate team will be reaching out to you shortly.

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:01/13/2023

  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 two vacuum robots in 2020 from Irobot an s9 which was brand new at the time and a m6 wet mop. Neither robot is working and they both stopped working dec 2 2022. The s9 since the day it arrived has never worked properly iRobot was aware of this as they did send replacement parts. Now that its out of warranty according to them and I was also told that they dont have the ability to repair the robots. I I did all of there troubleshooting did everything they asked and I was told its out of warranty so theres nothing that can be done. So I spoke with a supervisor and he informed me that they are more than happy to back a product that they know will not last more than a year and people should spend more money on the manufacture s warranty so they can fix it. Those robots were ******* they know the product is faulty and yet they refuse to fix the problem. I also asked for corporate information and the representative I was speaking with told me her supervisor said she was not to give me the corporate phone number and not to assist me in anyway unless I wanted to buy the robots again at a discounted price. So I now have **** dollar paper weight a mop and vacuum. I asked them to replace them since they were aware of the issues they had with the product and they wanted more money.

  

  Business Response

  Date: 01/18/2023

  Hello ******,

   

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

  Can you please give us some more information on the current s9 and m6 that are not working? What exactly is the issue? Are they not charging, are they not turning on, are they  not accessible in the iRobot Home App? Etc.

  Where you have already had a replacement, we'd like to have one of our high level/tier 2 agents dedicated to your case to take a look and determine the issue you are having in the event that it is network or software related and easily remedied. If they find that they cannot resolve your issue, they have the ability to replace the robots for you if that is the final conclusion.

  Please advise.

   

  Thank you,

  iRobot Customer Care

• Initial Complaint

  Date:01/06/2023

  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 Roomba i3. after a couple months it quit working. iRobot sent me a service robot replacement. It did not work. Now I have had 3 service robots and not one has worked correctly. I have contacted their customer service many times and Have performed all the checks and reboots and restarts and same issues. Now they do not reply to my emails or messages. I just want a refund. They would not refund my purchase because it was not purchased directly through them . We purchased it through Target. They said that we would have to get a refund from Target. Targets 90 day window was past. Its not their product to fix its iRobots product to fix. It has not worked correctly since we purchased it 2 years ago and they are not trying to correct the problem.

  

  Business Response

  Date: 01/17/2023

  Hello *******,

   

  We are sorry to hear you have had some trouble with your i3 robot, that is not the experience we want for any of our customers.

  Can you please advise the issues that you are having with your robot? Our system shows 2 of your 3 robots, ***** and ***, have both been in use and running missions as recently as yesterday.

   

  Thank you,

  iRobot Customer Care
  

   

  Customer Answer

  Date: 01/18/2023

  [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 understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************