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:01/21/2025

  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.

  Over the boxing day holidays, I purchased a Roomba from *******The product arrived well and on time We went to set it up a few days back and there were issues with the product out of the box. I called ******************** and initially was put on hold for 40 minutes before I could speak to a ************* rep. **** she came on line she took all my details (including phone number), and in minutes she hung on me. I waited 10 - 15 minutes and called back, with another wait for 40 minutes. She had no decency to return my call then. The second rep walked me through on the setup and told me a hard reset of the product would be required. After 4-5 hard resets, no luck. It said he would escalate the issue to advanced technical team and would come back to me in 24 hours. He asked me to provide some details (which he had most of it) and I did. Waited the 24 hours no call. So I called back, waited 30 minutes on hold to speak to someone. They claimed they didn't get the email. I sent it 4 times. I asked to speak to the Supervisor who apparently did have the email with the details. She said she would get back to me in 24 hrs. I asked if a replacement could be provided and she was adamant that a technical service agent would reach out to me. I asked if I can exercise a replacement as it is days old! She said no, until the 24 hours are up. Still no news and I am stuck with an item that is DOA!They are not receptive to the issue and have a didnt give a **** attitude Any help with getting this replaced would be highly appreciated.

  

  Business Response

  Date: 01/24/2025

  Hello *******,
  
  We are sorry to hear about the issues with your Roomba Combo j5+, this is not the experience we want for any of our customers.
  
  After reviewing your case and robot's diagnostics, we have determined that the robot is being affected by an issue with the Firmware Update stuck in process. We have, therefore, placed order number ******** for a full replacement, we've sent as well, a complimentary set of 2 bags for your trouble.
  
  You will also receive a Return Label to your email, please print and stick to the box you're returning with the original robot. 
  
  I hope this helps answering your concerns, should there be anything else we can assist with, please let us know.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 01/28/2025

  
  
  Better Business Bureau:
  

  Firstly I would like to thank the BBB for playing the intermediary and resulting in an acceptable solution, as the business was not responsive till that point.

  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:01/18/2025

  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 new iRobot. Have had issues to where Ive been sent 2 new robots and each of the 3 total continue to not work. Ive expressed that I feel like the battery is the issue but customer service continues to want to send different robots. Each robot you have to put battery from old one into new one. Problem not solved. Last time I contacted customer service the lady I spoke to said she would email me so I could contact her once I sent my original back and she would send a battery. Never emailed me. So I ordered my own battery from ****** and were gonna see if that works. Their customer service is terrible and I feel like Ive wasted my money on a product that has never worked.

  

  Business Response

  Date: 01/20/2025

  Hello ******,
  
  We are sorry to hear that you are not enjoying your Roomba i3+, this is not the experience we want for any of our customers.
  
  After reviewing Support ticket number 10615494 we found that our Escalations Manager offered to send a battery as requested and issued a Return Label for the second robot to be returned to **. Tracking number 1Z57AE899033617491 indicates that the robot has not been returned yet. We'd appreciate your help returning the faulty unit and we shall immediately place the order for the battery as requested.
  
  Looking forward to your response. Should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:01/14/2025

  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.

  ******* advertised their refurbished IRoomba had the same warranty as a non-refurbished unit on ******. (1 year from purchase). We purchased a unit 6 months ago. It has broken down and now IRobot will not stand behind their 1 year warranty. I have been a customer for more than a decade. If they don't want my business then there are plenty of ************** addition to their not standing for their product, I had to call 3 times to get a response.

  

  Business Response

  Date: 01/15/2025

  Hello ******,
  
  We are sorry to hear that you are not enjoying your Roomba 670, this is not the experience we want for any of our customers.
  
  After reviewing Support ticket # 10635927 we see that order number 08280477 has been placed for a replacement brush and a bumper extension, free of charge. We'd also like to share iRobot's Limited Warranty for Certified Refurbished Products which indicated refurbs are covered for a total of 90 days from the date of purchase. We'd like to investigate deeper this page where you were informed that refurbs are covered for 1 year under the Manufacturer Warranty, for that, please share the *** receipt of your purchase in a reply, we'd like to correct this situation to prevent it from happening to anyone else.
  
  Looking forward to your response, for anything else please let us know.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:01/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a warranty replacement unit from IRobot - the initial product was only 2 months old. The replacement unit is now less than 3 months old and I have had chronic issues with it.I have opened customer service tickets with ********************** and they are unresponsive. I get automated emails saying someone will reach out to me, followed several days later by emails saying the support ticket is closed. We spent $900 on the unit and bought the Protection Policy for another $300.iRobot puts $ into marketing and apparently underfunds their support department. There is a ******** group with tens of thousands of members who support one another and the overarching complaint is the same, iRobot support is unresponsive to customers

  

  Business Response

  Date: 01/14/2025

  Hello *****,
  
  Thank you for reaching out, we understand about the problems with your Combo j7+ unit.
  
  While reviewing the documentation provided, we can see that our Escalations team has tried to contact you via phone but were unsuccessful, they have requested for some details that will allows getting in touch with you and addressing the situation with the best outcome in mind.
  
  Looking forward to your response, let us know if you'd prefer to talk to someone in Support or continue communicating via the BBB platform.
  
  Regards,
  
  iRobot *************

  

  Business Response

  Date: 01/14/2025

  This message is regarding your BBB complaint # ******** for damage to your carpet.
  
  We have looked at the documentation provided and see no real damage to the carpet, more like tracking marks due to what looks like fluff on taller than standard carpet fibers. We'd appreciate more information on this subject, perhaps more photos or even a short video showing what happens when you stroke the carpet with your hand on said markings.
  
  Looking forward to your response.
  
  Thank you,
  
  iRobot Customer Care

• Initial Complaint

  Date:01/12/2025

  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 reaching out for assistance as I cannot seem to get any help from iRobot/Roomba. I have been in contact with their customer service team on multiple occasions. I have at least 3 different case numbers ********, ********, and ********. I have had multiple issues with my Roomba combo one of which is a scratched hardwood floor which was first reported to them on November 29, 2024. My room is approximately 12 x 14. Since I have items on the perimeter of the room the perimeter is not damage, the damage is in the center of the room, if I had to guess I would approximate an area of about 8 x 10. The damage are scratches to what appears to be in the finish and not to the wood itself. My latest correspondence to Customer Support was on January 5, 2025, to which I have had no reply. This seems to be a constant with them as I call and email them and rarely get a response. I just want my floor fixed which was damaged by the room while it was vacuuming the room. iRobot has been unresponsive and have not provided any information on who I could reach out to above customer support which is why I am reaching out to you. I would appreciate any assistance you can provide.Thank you,

  

  Business Response

  Date: 01/14/2025

  Hello *****,
  
  Thank you for reaching out, we understand about the problems with your Combo j7+ unit.
  
  While reviewing the documentation provided, we can see that our Escalations team has tried to contact you via phone but were unsuccessful, they have requested for some details that will allows getting in touch with you and addressing the situation with the best outcome in mind.
  
  Looking forward to your response, let us know if you'd prefer to talk to someone in Support or continue communicating via the BBB platform.
  
  Regards,
  
  iRobot *************

  Customer Answer

  Date: 01/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I have provided them with my phone number and best times to contact me. Since I have had no success with them in the past I do not want the BBB to close my case. I want you to continue to assist me with getting a resolution. Because of your assistance they are at least finally communicating with me and I would appreciate your continued Assistance until an acceptable resolution can be reached.

  
  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: 01/15/2025

  Hello *******,
  
  First of all, apologies for sending you the incorrect response yesterday, please disregard. This message is regarding your BBB complaint # ******** for damage to your carpet.
  
  We have looked at the documentation provided and see no real damage to the carpet, more like tracking marks due to what looks like fluff on taller than average carpet fibers. We'd appreciate more information on this subject, perhaps more photos or even a short video showing what happens when you stroke the carpet with your hand on said markings.
  
  Looking forward to your response.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:01/08/2025

  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 been experiencing issues with my vacuum/mop since I purchased it. I have tried to contact support, but they have not been helpful. Every day, the app reports a new problem, and after months of it not functioning properly, I would like a refund or an exchange for the item. It is incredibly frustrating to have spent over $800 on something that does not work at all! I will soon dispute this to my credit card if a resolution is not offered.

  

  Business Response

  Date: 01/08/2025

  Hello Madison,
  
  We are sorry to hear that you are not enjoying your Roomba Combo j9+, this is not the experience we want for any of our customers.
  
  After reviewing your support case 10615567 and the robot's diagnostic data, we found an issue with a software version mismatch between the robot and the base. We have already requested a software update and were asked to allow it from 24 to 48 hours to run the *** update. We are committed to provide you with a lasting solution and will make sure that at the end of this interaction via the BBB portal, you are left with a fully functional robot, plus some freebies for your troubles.
  
  We wanted to express our heartfelt gratitude for your incredible patience and understanding in this process. Should there be anything else we can assist with, please do not hesitate to contact us. Looking forward to talking to you again in 24/48 hours!
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:01/07/2025

  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 made a purchase on December 1st of $899. I called to cancel the item the following day and I was assured that it would. The item was never cancelled and was Set to be delivered on December *****. I refused I refused the delivery and it was sent back which was delivered on December 16, 2024. I called I robot a couple of times about my refund and they kept giving me their runaround. They keep telling me that theyre gonna refund me my money, but they never do every time I call. Its a different story. I am currently paying for this item that I never received and they cannot give me an accurate timeline as to when theyre gonna send me theyre gonna refund me my money.

  

  Business Response

  Date: 01/08/2025

  Hello *****,
  
  We are sorry to hear about the issues with your order, this is not the experience we want for any of our customers.
  
  After reviewing your case 10611253, we were able to verify the return of the unit and a credit has been issued towards your payment method. You should be able to see it within 24 to 48 hours.
  
  Should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

• Initial Complaint

  Date:01/07/2025

  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.

  See 2 email threads (thread-1.pdf and thread-2.pdf) attached. The videos I shared with iRobot are in the dropbox folder:***************************************************************************************************************************** A more detailed version of this document ("README-bbb.pdf") is attached Nov 24:a) I reported = 2 errors under warranty, for the flagship j9+ robot, -- i) robot not clearing bin and filling tank and returning to base, and ii) robot not speaking its error messages.b) Both errors implicate the robot c) Talked to Yarlleth in escalated support. She = recommended to replace the base unit, but not the robot.d) I sent her a video demonstrating problem ii). This file is called nov24-video.mov. I explained the robot is faulty.Dec 2:e) Yarlleth sends email, in which she misunderstood the problem. Thinks I was having "evacuation sound" errors.Dec 7:g) I asked them to keep the case open Dec 22:h) Yarlleth repeated her misunderstanding of the problem and thought I was having "evacuation sound" errors i) Said she will close the case.j) I replied to her email, and re-sent her the video of Nov 24, and again explained that the problem was not a evacuation sound error, but that the robot does not speak out its errors audibly.k) I told her not to close the case, and asked to speak to her manager. Dec 30:l) Yarlleth repeats her misunderstanding (repeating the "evacuation sound" assumption). She said she will close the case.m) Yarlleth ignored my requests of Dec 22 (in which I ask to speak to her manager, and to keep my case open)Dec 31:n) I repeated what I was explaining earlier o) I also added 3 new videos, to validate that the original problems for which I called iRobot on Nov 24 are recurring (i.e. the robot does not empty its bin, and the robot does not dock correctly). These are the videos labeled dec31-video1.mov, dec31-video2.mp4, and dec31-video3.mov, confirming the robot is defective

  

  Business Response

  Date: 01/08/2025

  Hello Sunil,

  We are sorry to hear that you are not enjoying your Roomba Combo j9+, this is not the experience we want for any of our customers.
  
  We looked at the history of support ticket 10549966 and found that the primary issues were resolved with the replacement of the base. Subsequently, you reported a problem with the volume of the unit being too low, in that sense, we'd like to extend an apology for the continued misunderstanding of your issue by our Escalations Manager.

  We have also investigated on our side with the test units at hand and, altough you can definitely perceive that the speakers volume is different for different models, the one reported for your unit is within the range of standard volume. This is certainly something that does not compromise the Roomba's performance and, given that it is serviced regularly, it will operate for years to come.

  As a token of appreciation for your troubles, we have placed order number 08267005 for some freebies, it includes a magic eraser (melamine foam) to keep your contacts pristine, and a 3-Pack of Filters. We hope that you find them handy when giving maintenance to your little helper.

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

  Customer Answer

  Date: 01/08/2025

  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 disagree with iRobot's response for several reasons:
  1. If you see README-bbb.pdf where I describe the email I sent on 12/31/2024 in item o), you will note that the original problem I called about, is recurring. This is validated in the videos I uploaded on 12/31/2024, as I mention in item o). I have mentioned this in item 4) of the grounds for which I seek relief, as well. iRobot's response does not address this.

  2. Details about this problem are in thread-2.pdf, in my email to iRobot on 12/31/2024. 

  3. If iRobot claims that the sound is acceptably loud, I request Yarlleth's manager to call me, and we can do a FaceTime call to validate that it is barely audible. 

  It is clear that the robot and base were both defective from the start. See problems i) and ii) listed in the README-bbb.pdf document. Both problems have not been fixed. Items 1 and 2 above deal with problem i) and item 3 above deals with problem ii). 

  
  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,

  Sunil

   

   

  

  Business Response

  Date: 01/13/2025

  Hello Sunil,
  
  Thank you for your message. After looking into your robot's diagnostic data, we see it is currently connected to the app, which was one of the original issues. We also see that the scheduled missions have been turned off and due to that, there is no subsequent cleaning jobs that could shed a light into the errors you are reporting. We can definitely help checking into those once you have the robot running missions again, we'll be looking forward to offer a lasting solution to them.

  As for the sound of the unit being too low according to your claim, this is not considered a critial error that would prevent the vacuum or mopping from happening, and all mission errors are also reported to the App as a redundancy that prevents all the issues associated to not being able to hear the robots' alerts. Regarding your return and refund request, as the robot was a purchase from Best Buy, it is their return and refund guidelines that are applicable, we appreciate your understanding in the matter.

  Looking forward to your response.
  
  Thank you,
  
  iRobot Customer Care

  Customer Answer

  Date: 01/19/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  Good evening

  I have turned off scheduled missions on my Roomba after the last 7/8 jobs failed to perform as per Roomba's specification. I am providing screenshots of the history reports of these last 8 jobs, with this message, to validate this.
  
  The Roomba j9+ robot I purchased is the top-of-the-line robot from iRobot, and one of its highly touted features is the "bin emptying" feature. Under this feature, at the end of each mission, the Roomba empties the dirt of the robot's bin, and transfers it to the dirt bag in the base unit. This was failing when I originally called iRobot in November 2024. They replaced the base unit alone (and not the robot), saying that the robot was not faulty. I tried to tell them that it was both the base and the robot that were faulty, but they did not agree, and only replaced the base.
  
  However, in 7 of the last 8 jobs, the "bin emptying" was not conducted automatically by the Roomba robot. I had to clean the bin manually myself. This defeats the key highly touted feature of top of the line robot from iRobot. As a consequence, I was forced to turn off the scheduled missions, since I have no time to manually clean the bins 3 times a day when the Roomba fails to do so as advertised.
  
  In the last message, iRobot states that the problem about the sound of the unit being too low is "not considered a critical error". I am pleased that have finally admitted that it is an error, which is what I have been telling them since my first call to them in November.
  
  From the above, it is plain to see that the Roomba j9+ that was sold to me was faulty, both in its sound level (iRobot now admits this) and its failing bin emptying feature. 
  
  In response to these errors:
  1. iRobot should recognize that my robot is irredeemably faulty and should replace it. There is ample evidence to prove this.
  2. iRobot should understand that I have turned off scheduled missions since I do not have the time to do the job of the robot (i.e. the bin emptying) after each run. Bin emptying was a key reason why I purchased the Roomba j9+
  3. iRobot simply shipped me a few filters (which have no connection with the error) and a cleaning cloth to clean the battery terminals (which have no connection with the errors). These have arrived at my home. While I appreciate this gesture, I have not opened or used the filters and the cleaning cloth, and do not accept them as a fair solution to my problem. I am happy to return them unused and unopened to iRobot when they provide me prepaid shipping label
  
  Thank you
  Prof. ***** P ******
  
  Description of screenshots attached:
  These screenshots are named with the date of the mission. A label "a" means the first mission of the day, a "b" means the second mission of the day, and so on. So, Dec29-b means the second mision that was done on Dec29. I took these screenshots from the history feature of my iRobot Roomba app, and since I took these snapshots in ***** (where I am traveling to and writing this message from), the dates may have been adjusted for the time difference between ***** and ***** (where the robot is, and where I live).
  
  Of the 8 screenshot, each should show a status "Cleaning complete and bin emptied". Note that only Dec29-b shows this status. All others show a status "Cleaning complete" but do _not_ show the "bin emptied"  status. The Jan-1b screenshot is the one that did not complete, and the Roomba got lost while trying to return to the base (I have shared a video of this with BBB)

  Note that the web portal only allowed me to post 5 of the 8 screenshots. The rest of the screenshots are visible at the dropbox link I have used in the past, which I have copied below:

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

  
  Regards,

  Sunil

   

   

  

  Business Response

  Date: 02/06/2025

  Hello Sunil,
  
  We are unable to access the data in the link provided, thus unable to validate the claim. We'd appreciate that you attach these files to the BBB portal itself. Additionally, we'd like to ask for your help sending a picture of the robot upside down, showing the bottom plate and bin.
  
  Regarding the admission of errors with the robot, when we have said that low volume is not considered a critical error, it is in the context of what you call a defect in the machine, when in reality is just a feature that varies from one model to another, so, comparing it to the sound emitted by other models, it does not mean the robot is deffective. This difference across different model is not a critical issue and does not impact the performance of the robot nor your ability to access the alerts that are being sounded out by the robot due to the redundancy in place where said alerts are also logged and visible from the iRobot Home App and not a valid argument for a robot replacement.
  
  Looking forward to your response with the data required.
  
  Regards,
  
  iRobot *************

  Customer Answer

  Date: 03/02/2025

  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.
  

  Good evening

  First, I would like to kindly thank BBB for allowing me a few extra days to respond. I appreciate this courtesy greatly.

  Secondly, this message responds to IRobot's message dated 2/10/2025. In IRobot's message, they respond to my message dated 1/19/2025. In their message dated 2/10/2025:

  1. iRobot states that they are unable to access the files I have shared on 1/19/2025. Unfortunately I was unable to attach all the files in this BBB portal due to size limitations. I had made them available on a dropbox link which I had included in my message on 1/19/2025. I have re-verified that the dropbox link that I had posted on 1/19/2025 is operational. I am including it below as well. If it does not work, cut-and-paste the entire line, and paste it in the address field of a browser. This should enable access. I have verified that this works.

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

  2. iRobot requests that I include photos of the bottom of the robot, and the bin. I have done so. Since these were just 2 small files, I was able to attach them with this message in the BBB portal. I have also included these 2 files in the dropbox link, for completeness.

  3. Since iRobot's response on 2/10/2025 mentioned files that they were not able to access, and also asked for additional files, this message provides instructions about how to access said files, and also provides the additional files they requested. The purpose of this message is limited to helping iRobot with the information they requested. Once iRobot reviews the files in question, I will be happy to respond with my opinion on their position(s). 

  Thank you

  ***** P ******

  
  FAQ
  
  Regards,

  Sunil

   

   

  

  Business Response

  Date: 03/05/2025

  Hello Sunil,
  
  Thank you for sharing the data requested. We also tried fetching recent robot activity but it seems it's currently disconnected from the App.
  
  After reviewing the pictures provided, it's important to mention that the performance of the robot depends on the status of its modules and cleaning components, the rubber brushes on this robot need changing due to damage possible caused by jammed string or hair. From the last available logs submitted by the robot, we also find that the Dirt Disposal bag, the Filter and the Side Brush need replacing as they have met their life-span. For reference, this support article describes how often these need to be replaced. 

  From the screenshots provided, it's evident that the robot is having docking issues (also described in this article), but it was also noticed that most jobs were taking place at very early in the morning or very late at night. Bear in mind that adequate lighting is of the essence for robots that depend on cameras for navigating. This could explain the docking issues and why the robot is not emptying itself, it is just unable to find it's way back to the dock.

  Please give the aforementioned troubleshooting recommendations a try (replacing worn out accessories, changing the cleaning schedules to different hours of the day -or make sure there's sufficient artificial lighting if you want to keep the same schedule-, and rebooting the robot), and let us know of the outcome. Should the docking issue persist, Docking Error 18 is eligible for repair. Out of Warranty repair has a flat rate of $299.00, this will include repair for the robot and the base, a large box to accomodate a Clean Base, shipping both ways included as well. Shipments from the repair center also take about 3-5 days to arrive depending on your location. So the empty box will take 3-5 days to arrive. And once the robot is repaired, it will be shipped back to you within 3-5 days.

  Should there be anything else we can assist with, please do not hesitate to contact us.

   Thank you,

   iRobot Customer Care

• Initial Complaint

  Date:01/06/2025

  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.

  Hey so I purchase two robots from them For gifts for my family because of unfortunate circumstances I was not able to gift them so I ended up returning them I got the refund for 1 and second one nothing more then 2 months they keep telling me to wait 24 hours for a update each time Ive contacted them about 5-7 times now

  

  Business Response

  Date: 01/13/2025

  Hello Majnjot,

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

  After reviewing the internal records for order US01490393, we can see that via case Support Ticket # ******** the robots were reshipped. We also can see that robot with Serial Number *********************, was registered on 11/13/2024 using your email address ************************ first, and then it was registered to another contact, please bear in mind that this is one of the robots you claim that was damaged and shipped back to us.

  All 4 robots were successfully delivered to your shipping address, which we can also see in the photos from the tracking numbers. We have also verified that logs at the Warehouse and none of these robots was received by Warehouse personnel. In summary, if you'd like to pursue the refund for your purchase, we will appreciate your help having all 4 robots to be returned. Thank you for your understanding and collaboration.
  
  Should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot Customer Care

• Initial Complaint

  Date:01/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Roomba J7 from the *********** exchange over the last few months the device would leave the base then return to the base after performing and not perfume a charge. I have contacted the service line twice reference the issue as the vacuum is stating it will not connect at all that this point making it unusable because it will not charge its self.

  

  Business Response

  Date: 01/08/2025

  Hello Ivory,
  
  We are sorry to hear that you are not enjoying your Roomba j7, this is not the experience we want for any of our customers.
  
  After reviewing your robot, we found it reporting a persistent charging error, please click here to find the steps to resolve Charging Error 21. We have also placed an order with a melamine foam (magic eraser) for servicing the contacts on the base and the robot's mates, as this is the main trigger for this issue. We've also included a couple of freebies (a filter and a disposable bag) that we hope you find handy as well.
  
  Should there be anything else we can assist with, please do not hesitate to contact us.
  
  Thank you,
  
  iRobot *************

  Customer Answer

  Date: 01/18/2025

  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 # ********. The contacts on the J7 and its accompanying base have been cleaned without displaying a change in the manner that the vacuum operates. There remains charging issues with the device. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Ivory

   

   

  

  Business Response

  Date: 01/28/2025

  Hello Ivory,
  
  Thank you for the details shared. We have verified that your robot reported Charging error 21 last on Jan 21st, along with some other navigation errors.
  
  By looking at the robot's diagnostics data, we see the battery charging at a healty rate:
  1/28/2025, 01:33 AM59%
  1/28/2025, 01:45 AM71%
  1/28/2025, 01:57 AM83%
  1/28/2025, 02:09 AM95%
  1/28/2025, 02:21 AM100%
  
  We'd appreciate your help sharing a few photos of the robot and base's charging contacts to perhaps identify possible issues with them. Also, pictures of the cleaning environment and the base setup. There seem to be issues closely related to excessive clutter and poor lightling (i.e.: "Navigation error: Mission.paused on 1/17/2025, 10:45 PM", was there adequate lighting during that mission?).
  
  If we're able to rule out environmental factors as well as deffective contacts influencing the robot's performance, we'll be glad to have the battery replaced, for that please make sure to share a PDF with the receipt of the purchase of your robot.
  
  Looking forward to your response.
  
  Thank you,
  
  iRobot *************