ComplaintsforWebroot Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Webroot Secure Anywhere from Office Depo. Feb. 2024. Product code in box was said to be invalid by Webroot. I have tried contacting customer support getting nowhere. I just want a valid code for the product I purchased. Spoke to their customer support today who said "Do you hear the words coming out of my mouth" telling me to go to Best Buy when I purchased from office depo. Will never purchase from this company again.Business response
08/29/2024
Hello **************,
Our Support team reached out to you on 8/28/24 to assist in resolving your issue. Please let us know if you still require assistance.
Kind Regards,
The Webroot Support Team
Initial Complaint
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My complaint regarding Webroot is specifically about the Webroot Web Threat Shield ****** Extension. This extension checks to see if a website is safe to visit, by providing Green ***** Marks on a search engines results page.Multiple times over the last 12 months, and at least 5-7 times in the last two weeks, this Extension has stopped working. When it is working, I see a Green ***** Mark in the top left side of my Browser, but when it stops working, the icon for the extension turns gray and no longer provides the Green ***** Marks I mentioned previously, and displays a message that reads This extension Webroot SecureAnywhere PC to be installed and running.I have contacted Webroot Customer Support multiple times. The solutions provided have ranged from uninstalling and reinstalling the Webroot Web Threat Shield ****** Extension, uninstalling/reinstalling Webroot SecureAnywhere, to turning the extension off and turning it back on again. Of these solutions uninstalling/reinstalling the extension and Webroot itself only fix the problem temporarily, with me having had to uninstall/reinstall the extension several times in one day. They have had me gather logs with diagnostic tool that did not find a solution to the problem.Webroot Support has told me that Web Threat Shield has received updates since the last time you reported this issue, so we hope this time the uninstall and reinstall procedure works for good. The same day they told me this, the Web Threat Shield failed again, forcing me to uninstall/reinstall the extension, again. Even just this morning, after another update to the Web Threat Shield, the extension stopped working. Webroots Global Escalation Team told me in June 2024, that my other antimalware software causes no known issues with Webroot Customer Supports latest attempt to solve the problem was asking for remote access to my computer. This is after I mentioned several times that I would not give them remote access to my computer.Business response
08/08/2024
Hello **********************,
Our Support team has attempted to reach out to you to assist with resolving your issue. Please reply to the email if you still require assistance.
Kind Regards,
The Webroot Support Team
Customer response
08/08/2024
Better Business Bureau:I have not yet been contacted by Webroot Support, but a call is scheduled for August 13th at 3PM.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
07/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
It was about a year ago that i bought Wi-Security at a price that i can't remember . About 4 days ago it just stopped working. I've called and called and there has been no resolution to this problem . I would like this to be pro-rated or give me a partial refund. They were never like this before but they just don't seem to care that i purchased their product that doesn't work anymore-ThanksBusiness response
07/24/2024
Hello **************,
We've reached out to you via email in an attempt to resolve your issue. Please respond to that email so we can assist you further.
We look forward to hearing from you.
Kind Regards,
The Webroot Support Team
Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid for Webroot security for my laptop months ago. The program will not download or run and I have not received the service I paid for. I originally contacted the company for help and did not receive any reply or tech support to get this program working on my computer. I have called and been transferred from department to department on the phone, with nobody helping me. I have emailed them to request a refund for this service that is not working at all, with zero response. Right now I have paid them $150 for a service I have not received at all, and I do not want it anymore, I need a full refund from Webroot and will never use this service again. You cannot take money for services you do not provide in proper time. This is a monthly subscription and it has not worked for a few months now, I have never gotten it to work on my computer and have not received any tech support to help make their product work -- terrible customer service. I need a full refund ASAP and I will file a complaint with my credit card company if I do not see this refund, charges for services that never work will not be tolerated.Business response
06/18/2024
Hello *****,
At your request, we have processed a full refund and we've sent you an email to confirm the details.
Please don't hesitate to reach out if we can be of further assistance.
Kind Regards,
The Webroot Support Team
Initial Complaint
05/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My husband ********************* passed away 12/11/23. You charged him in Jan of this year two charges on 1/5 ***** and *****. I emailed your refund email and zero response. I have emailed them two times. You are charging a dead person's account. I would like a refund for ****** I am deaf so I put my daughter ***'s phone number on this complaint. Please contact her. Also please cancel any further business with you all.Business response
05/20/2024
Hello **************,
Our deepest sympathy for your loss. We have processed the requested refunds.
Please let us know if we can be of further assistance.
Kind Regards,
The Webroot Support Team
Initial Complaint
03/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
-Requesting data deletion of software download, etc. due to a security concern, but I don't know if I reached the right address -Under old name: *********************** with ***************Business response
03/13/2024
Hello **********,
We were unable to locate an account in our system with any of the information you have provided.
Please let us know if we can be of further assistance.
Kind Regards,
The Webroot Support Team
Customer response
03/13/2024
Complaint: 21422285
I am rejecting this response because:
of an ************ through backend.Sincerely,
*****************
Business response
03/20/2024
Hello,
We were unable to locate any customer information in our system with the information you provided.
Kind Regards,
The Webroot Support Team
Customer response
03/20/2024
Complaint: 21422285
I am rejecting this response because: through backend, a customer a long time ago.
Sincerely,
*****************Initial Complaint
03/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Renewed webroot subscription on 10/31/2023.After 4 hacks on my online banking accounts I changed my service to norton/lifelock on 12/11/2023(was told by webroot "sorry to see you go").After not getting my refund I emailed webroot on 01/03/2024 according to the instructions on webroots recorded line. After not hearing from webroot by 02/29/2024 I filed an email which was accepted. I received an email from webroot that they had denied the email. I tried again but this too was rejected. I then went online to webroot & requested my refund( $63.59). In a response they said I was past the 70 day refund guarantee (I was within that time frame from 01/03/2024).This seems to be a recuring theme as their reviews & comments are very disparaging .Business response
03/08/2024
Hello **************,
After investigating, we do not see any refund requests that were submitted by you prior to 2/29/24. However, we've gone ahead and made an exception and refunded your subscription although it is past our 70 day refund policy.
Please let us know if we can be of further assistance.
Kind Regards,
The Webroot Support Team
Customer response
03/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
02/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have Webroot on three devices, as a product key was purchased that works for three separate devices. The product key cost $19.99. Yet, Webroot has been trying to automatically bill EACH DEVICE a renewal fee of $39.99, amounting to nearly $120!!!! They have succeeded with one device (meaning that they charged me $19.99 + $39.99). Now, they are trying to bill the other devices separately for $39.99. These people are crooks that prey on small businesses.Business response
02/05/2024
Hello ******************,
We were unable to locate an account with the email address you have provided, however, we will have a Support agent reach out to you via email so we can investigate further.
Kind Regards,
The Webroot Support Team
Customer response
02/12/2024
Complaint: 21246660
I am rejecting this response because:They are pretending to not be aware of what is going on. The screenshot indicates that they have indeed charged my card for $39.99. I also have copies of the product keys and such. I want to be refunded my money, as I shouldn't have to pay $40 for each device when I have a single product key that will cover all three devices.
Sincerely,
***************************Initial Complaint
12/31/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
The nature of this dispute is unauthorized withdrawals from my account.The business they were supposed to supply was internet protection.The Corporation have not made any attempts to resolve, there has been no other contact with the exception of email listed. Webroot has made unapproved withdrawals from my account on 11/24/2023 one in the amount of $63.59 and another in the amount of $84.79 on 08/09/2023. I made a renewal purchase of $38.15 not realizing my subscription was not even up for renewal. These are supposed to be yearly subscriptions, why are they contacting the consumer for renewal on November 8th,2023 that's not due until July of ****? I have contacted Webroot through email not to withdraw anymore more money from my account, I received a confirmation notice on November 9th,2023 stating they will comply, and they will not be withdrawing any more from my account, only to make a withdrawal on November 24,2023 of $63.59 and again my subscription is not up for renewal until ****. I have contacted the company several times concerning this matter and I have not received any response, nothing addressing the unapproved withdrawals or any reimbursement.Business response
01/02/2024
Hello ****************,
One of our Support agents has reached out to you directly in an attempt to resolve your issue.
Please feel free to reach back out if we can be of further assistance.
Kind Regards,
The Webroot Support Team
Initial Complaint
12/19/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On December 16th 2023 there was an unauthorized charge to my account of $54.03. The charge states that they bypassed my pin #. I have never heard of this company in my life& when I look them up or try to contact them nothing shows up. I was scammed out of $54.03.Business response
12/20/2023
After an extensive search in our billing/licensing/ticketing systems, we are unable to find any account belonging to the customer with the name, address, or phone # that has been provided. We are also not finding any transactions for $54.03 in the month of December within our billing system. We will be happy to investigate further in attempts to find the account/charge, but will need more information such as the following.
-Email address that *** be associated
-Keycode associated to the Webroot product if available
-Invoice # if available
-Last 4 digits of credit card billed
-A description of the transaction on their statement if an invoice is not available
Regards,
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
53 total complaints in the last 3 years.
17 complaints closed in the last 12 months.