Business Profile

Security Systems

Webroot Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Webroot Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

54 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

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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:03/29/2025
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 was working on my computer laptop yesterday at 11:20 or so and my computer was attacked by something telling me that ********* was going to shut down my system. I had this once before and so I quickly shut down the laptop and closed it. I didn't dare open it for a while because it scared me as it had happened before and I was unable to get my computer laptop back on line and when I brought it to Best Buy who is the sales *** of Webroot Inc., that I would have to send it inn and pay an exorbitant amount of money. I refused and bought a whole new laptop, now this occurred. When I reopened my computer and started it back up yesterday at home after work, it appeared to work just fine, no warning, but there in my email box was a receipt for Webroot Security for another year and that I had agreed to pay them ***** to do so. That is not so. There is something evil amiss here and wrong, because I think Webroot may have ruined my first laptop and now is finding a way to charge me for another year without my consent. Thank God they didn't take my computer down with them. This action by Webroot Inc. and Best Buy needs to stop!
Business Response
Date: 03/31/2025
Hello Ms. **************** do not have any records indicating that you contacted our Support team for assistance. We will have someone reach out.
Kind Regards,
The Webroot Support Team
Initial Complaint
Date:03/13/2025
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.
Have had Webroot for a few years was hacked twice in that time period contacted them both times via email got no response. Got an email stating auto renewal upcoming got another alert clicked to opt out of auto renewal and un installed them from my computer. On Jan. 6th 2025 they charged me ***** on my *********** credit card I have filled out their forms and emailed them twice about a refund as they charged me for a product I no longer have I have received no response. I do not call on phone can not understand a word they say.
Business Response
Date: 03/14/2025
Hello Ms. ********************** investigating, we have no record of you contacting our Support team. We will have someone reach out to you directly using the contact information you have provided.
Kind Regards,
The Webroot Support Team
Customer Answer
Date: 03/16/2025

Complaint: 23049119

I am rejecting this response because: I went to Webroots website clicked on fill out form for a refund request twice I also twice complained about being hacked neither time received no response as I stated originally them stating they have no record of this is not my fault. I just want my money back I do not wish to talk to technical support and have them try to install Webroot for another year . I have emailed them, with my response.

Sincerely,

**** *********
Business Response
Date: 03/21/2025
Hello,
We see that you responded to our refund confirmation email on March 18, 2025 acknowledging receipt.
Kind Regards,
The Webroot Support Team
Customer Answer
Date: 03/21/2025

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
Date:02/04/2025
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.
My mother messaged the ** support bot for help setting up her printer. She received a call from an unknown number claiming to be IT. They took over her computer and showed her a bunch of fake files they claimed were trojanware on her computer. They then charged her $200 for webroot antivirus through a company called ***************.
Business Response
Date: 02/05/2025
Hello,
Webroot is not affiliated with **************** We would recommend reaching out to your financial institution for assistance with this transaction.
Kind Regards,
The Webroot Support Team
Customer Answer
Date: 02/05/2025

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
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.
We are developing a Digital Marketplace called *************** that is similiar to **************, and we utilize idrive e2 (*************************************) for our S3 file storage.Our bucket for this storage is assigned by idrive and that is ********************************, no sooner than I start testing this new site, by the way with no active users on it yet, I found that Webroot has blocked our bucket at I drive. It makes no sense to block our S3 object storage.We submitted to Webroot to remove this ridiculous block, but they refused twice despite the fact that our site is not a Phishing Site.This is how they categorized our site (which is under development)SITE BLOCKED You are safe!Webroot Web Threat Shield has blocked the website you are trying to access for your protection ********************************/images/editor/4HQMVvRjT1mbwo0_1735438060.png Category: Phishing Site This site might try to trick you into disclosing your login, password, or other sensitive information by disguising itself as a website that you trust.I really hate having to report this to the BBB. But what else can one do when you can't reason with people?
Business Response
Date: 01/13/2025
Hello *****,
We were unable to locate any recent communications with our Support team. However, we have reviewed your request, and the *** has been recategorized and will not longer be blocked by our Web Threat Shield. Please note, that it can take up to 48 hours for the change to take effect.
Please feel free to reach out if we can be of further assistance.
Kind Regards,
The Webroot Support Team
Initial Complaint
Date:11/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Installed on 1/9/24 - paid for two years of protection to 1/9/26 - WEBROOT disappeared from my computer in November of 2024 - I DID NOT UNINSTALL IT! I received less than one year of service that I paid for. This caused me to purchase protection from another source.
Business Response
Date: 11/27/2024
Hello **************************** team previously reached out to you to assist. We have reached out again via email in attempt to resolve your issue. Please respond to our email so we can assist you further.
Kind Regards,
The Webroot Support Team
Initial Complaint
Date:11/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Did not do what the card says it would do just more problems
Business Response
Date: 11/05/2024
Hello *** ******,
We were unable to locate an account with the information you have provided. Our Support team has reached out to you via email to gather some additional information. Please respond to that email so we can assist you further.
Kind Regards,
The Webroot Support Team
Initial Complaint
Date:10/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company "signed me up" for antivirus protection with a free year. Unbeknownst to me, they have been autobilling me for $89.99 every year for the last 10 years without my knowledge or approval. I only caught this problem when I was doing taxes and realized that their name is on multiple charges this year alone! This company is a scam. They absolutely knew that their product was not active on ANY of my devices for over 8 years, and still continued to auto-bill me their annual subscription rate every year. Since their charges have almost no information on them about who they are, or what they are billing me for, I didn't catch their theft.
Business Response
Date: 10/15/2024
Hello,
We see that you contacted our Support team today and they responded asking for more information as the email address you provided is not associated with an account. Please reply to the email with the requested information so we can assist you further.
Kind Regards,
The Webroot Support Team
Initial Complaint
Date:10/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased the Webroot protection service in late 2021 via Best Buy Geek Squad.During this time, I received many promotional offer emails for additional coverage directly from Webroot for one, two- or three years of additional coverage.I decided to finally purchase one of the offers at the time which was for three additional years because the prices were excellent. This would have given me protection until August 2025.Each year and sometimes even before the renewal time I would receive an invoice notification to purchase the service!I spoke with a manager in technical support who assured me that I was covered until August 2025 as well that there were a lot issues revolving around Best Buy selling their service and consumers transitioning from the Best Buy process to dealing with Webroot directly. I received another invoice this past August 2024, and when I reached out to Webroot I was told that I had used up the service and that it was canceled in August 2024, and that the ending date was not August 2025 even though this manager was manually extending my service each year and stated that I was many with this same issue.Because this manager is no longer working with Webroot, they are refusing to honor my stated and supposedly told expiration date of August 2025 and putting my computer and other electronic devices at risk for all sorts of mayhem.This is not fair, nor right as well as not to mention professional, and Im simply asking to give me my remaining one year of service.
Business Response
Date: 10/15/2024
Hello,
We have reviewed your account, and we see that your most recent purchase was on October 12th, 2021, for a two-year subscription. Our records indicate that you contacted our Support team on August 19th, 2022, as you were not aware that the subscription begins at the time of purchase. As a one-time courtesy, we granted an extension of your subscription from its original term of 2023 to 2024.

Your subscription is now expired, and a renewal is required in order to continue the protection on your devices. As a good faith measure, we are happy to offer you a discount on your renewal. Our Support team will reach out to you with the discount offer.

Kind Regards,
The Webroot Support Team

Customer Answer
Date: 10/17/2024

Complaint: 22406113

I am rejecting this response because; it is unfair!****
I am requesting the coverage for the remaining year I was promised. Every single thing I stated in my original correspondence is accurate; if your records no longer reflect that I find that suspicious; the original manager who addressed my concerns stated my service was covered through the year 2025 and furthermore "the audacity, nerve and chutzpah" to state as a good gesture you offering me the remainder year for half off is further insulting. This is entire circumstance and lack of professional courtesy this company has shown is troubling on so many levels.

Sincerely,

Jayjay Don ****
Business Response
Date: 10/25/2024
Hello,
We see where the confusion may be. In your original complaint you noted that you had purchased a three year subscription. According to our records, your purchase was for a two year subscription. We then provided you with an additional year free-of-charge which extended the subscription until 2024 for a total of three years. The subscription is currently due for renewal.
Kind Regards,
The Webroot Support Team
Initial Complaint
Date:10/03/2024
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.
On 9/24/24 I was checking ****** account and saw that ********************** had taken out $ ***** of my money that was not authorized!! I contacted ****** and they said I needed to contact Webroot. In the process I was passed around to god knows who and never really got any help. I looked up the phone on ****** due to I never had contact with them. I called many numbers but finally had someone at ************, they told me to call BestBuy because they didn't have me there. When I called BestBuy they told me that I was not in there system so I needed to call them back and that they were having alot of calls with the same issues. When I contacted them again they mysteriously found my account (which was very concerning)and told me to file a refund at ***********************************************************. Which I did this right away! When I explained I never receive anything from you that I was being charged anything she said "oh, I'm so sorry, I don't know what happed. To my shock I received an invoice shortly after!! I file for refund of $ ***** and reached out to them over 8 times phone calls and email with no response from them!! This company has not even tried to reach out or pay me back!! I have tried everything I can now. Please help me get my money back? Thank you for your time!
Business Response
Date: 10/04/2024
Hello Robin,
According to our records, there has not been any previous communication with our Support team. We have reached out to you via email in attempt to resolve your issue. Please respond to that email so we can assist you further.
Kind Regards,
The Webroot Support Team
Customer Answer
Date: 10/04/2024

Complaint: 22377154

I am rejecting this response because: I have not heard from the company!!

Sincerely,

Robin Yetman
Business Response
Date: 10/07/2024
Hello,
The email has been sent by our Support team. Please confirm receipt.
Kind Regards,
The Webroot Support Team
Customer Answer
Date: 10/07/2024

Complaint: 22377154

I am rejecting this response because: I have not heard or received my refund of $74.36!!! Please return my call! Ty!

Sincerely,

Robin Yetman
Business Response
Date: 10/10/2024
Hello,
Our Support team has reached out to you via email twice in an effort to resolve your issue. Please respond to the email so we can process your refund.
Kind Regards,
The Webroot Support Team
Business Response
Date: 10/15/2024
Hello,
The customer is not willing to provide the required information in order to process an electronic refund. Therefore, we are processing a manual refund. The customer can expect to receive their check in the mail in approximately 4-6 weeks.
Kind Regards,
The Webroot Support Team
Customer Answer
Date: 10/16/2024

Complaint: 22377154

I am rejecting this response because: I have not yet received my refund! If I have or have not received refund in 4-6 wks I will contact you either way. Should I start the date from 10/16 which is when you emailed me or is there a better date that you see?? Please let me know asap!! I appreciate all your help!! Thank you!

Sincerely,

Robin Yetman
Customer Answer
Date: 10/31/2024
I received my refund for $74.36 a few days ago and deposited it!!! It looks like all is good now!!!
Initial Complaint
Date:08/27/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 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
Date: 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

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Webroot Inc. is NOT a BBB Accredited Business.