ComplaintsforWebroot Inc.
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Complaint Details
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Initial Complaint
12/01/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Every year in November for the past 3 years they have charged us via auto-renewal for access to their security software, yet never sent us a new keycode to update their software or be able to use it. I tried contacting their company to get this resolved, but their automated phone system insists that you request a refund through their website by providing an invoice code. However, they never sent an invoice or email to inform us of the recurring charge, nor did they provide an invoice code for the charge. They just automatically debited it from our account, despite MULTIPLE account number changes and banking institution changes, they somehow managed to automatically withdraw the yearly charge. We had no idea for the first 2 years. We just thought the subscription had ended and we went with another security software company. I noticed it last year finally and after a ton of research, found a way to request a refund without the invoice number that we were never sent. I was sent an email saying they would not bill us automatically in the future. I inquired about a refund but never received a response after that. Then, they charged us AGAIN on November 22, 2023 in the amount of $63.49. Again, after almost 2 hours of trying to find a way to speak with someone, I got through. They have sent an email assuring me YET AGAIN, that the auto-renewal had been canceled and that I will receive a refund for the last charge. But they would not address the fraudulent charges from the last few years. I asked that they at least refund last year's charge but I have no expectation that they will.Business response
12/05/2023
Hello ************************,
Our apologies for any issues you may have encountered. We see that a Support agent reached out to you via an email ticket yesterday to resolve your issue. Please respond to that email ticket if you still require assistance.
Kind Regards,
The Webroot Support Team
Customer response
12/12/2023
Webroot reached out and refunded the amount for the charges from this year and last year. I'm satisfied with their response and consider the matter resolved.Initial Complaint
11/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Nov 12 WEBROOT ANTI VI ********** ** PENDING DEBIT CARD -$39.99 Nov 13 WEBROOT SOFTWAR ******* ** Deposits +$39.99 $175.32 Nov 12 WEBROOT ANTI VI ********** ** PENDING DEBIT CARD -$39.99 Nov 13 WEBROOT SOFTWAR ******* ** Deposits +$39.99 Oct 10 WEBROOT SOFTWAR ********** ** Debit Card -$39.99 Oct 10 WEBROOT SOFTWAR ********** ** Debit Card -$39.99Business response
11/15/2023
Hello,
As per your request, your subscription has been refunded in full.
Please let us know if we can be of further assistance.
Kind Regards,
The Webroot Support Team
Initial Complaint
11/14/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been trying to get you stop charging me but I keep getting a run around.I have now opened complaints with Paypal.-Calling this company is a joke. ****** again and got this non-sense response:I want all money charged to me this year back in my ***************** aolmail aolmail Profile image Home Re: [EXTERNAL] - This is FRAUD ********* wr-Webroot Customer Sales From:wr-************************** To:************************ (Serial Entrepreneur)Tue, Nov 14 at 11:14 AM RA00071331670 Dear valued customer, That is the correct email address we need that to locate your account. You have been renewing and protected annually since 2019 we are fairly confident the BBB will echo this. We understand your need to request a refund for a recent transaction, and we're here to assist you with the process. To initiate your refund request, please visit our website at www.webroot.com/refund. You will be required to provide your 10-digit invoice code number, which should start with either E, C or R, as well as the total amount you are requesting for refund. This information can be found on your receipt. If you encounter any issues during the refund process or have any concerns, please do not hesitate to contact us at ********************************** You may also choose to open a support ticket by visiting open a ticket, We appreciate your business and remain committed to providing you with the best service possible. Best regards, The Webroot Team __________________________________OpenText | ************** | Sales Sales: *************** Tech Support: *************** Email: wr-************************** Tickets: open a ticket, or send a message.Web: www.Webroot.com Web: www.Carbonite.com Web: www.opentext.com Graphical user interface Description automatically generated This email message is confidential, may be privileged, and is intended for the exclusive use of the addressee. Any other person is strictly prohibited from disclosing or reproducing it. If the addressee cannot be reached or is unknown to you, please inform the sender by return email and delete this email message and all copies immediately. From: "************************ (Serial Entrepreneur)" <*************>Date: Tuesday, November 14, 2023 at 11:10 AM To: wr-Webroot Customer SalesBusiness response
11/15/2023
Hello ****************,
Our apologies for any issues you may have encountered. We see that you reached out to our Sales team on 11/14/23 and your refund was processed in full.
Please don't hesitate to reach out if we can be of further assistance.
Kind Regards,
The Webroot Support Team
Initial Complaint
11/01/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
It occurred on September 10, and 13, 24, 2023. I requested that my computer be protected from viruses, etc. and instructions to download came with it. It did not work. Webroot was never downloaded to the computer. After repeating the process unsuccessfully 3 times, I noticed that I am charged each time. Strangely the charging process worked even though the download was unsuccessful.I want to be reimbursed $ ****** for the charges on my Mastercard.Business response
11/02/2023
Hello **************,
We're sorry to hear that you are running into issues with the installation. We see that you contacted Support via an email ticket and we suggested calling in so we could assist you further with the installation. We have not heard back. In reviewing your account, we see that you purchased three separate subscriptions. As per your request, we have completed full refunds for all three subscriptions.
Please let us know if we can be of further assistance.
Kind Regards,
The Webroot Support Team
Initial Complaint
10/27/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased Webroot plan for my computer, I created an account verified my email then webroot sends me an email that my computer is not protectedBusiness response
10/30/2023
Hello **************,
Our Support team has reached out to you so we can assist you further with the product installation. We've left you a voicemail and also sent you an email ticket. Feel free to call into Support or send us a reply through the email we've sent so we can assist you further.
Kind Regards,
The Webroot Support Team
Initial Complaint
10/09/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I signed up for Webroot a year and a half ago. Since that time I get constant pop *** telling me my subscription was expiring and I needed to renew. Often the pop *** would not allow me to close and would not disappear until I clicked on the window. Then in April 2023 - when I was moving and didnt notice- they automatically renewed and charged my credit card - one I rarely use. They did not notify me of the renewal, just charged the credit card. I emailed them but received no response and no credit. Annoying product, bad customer service, wasting my time and money.Business response
10/10/2023
Hello ************,
Apologies for any poor experience you many have encountered. We were unable to locate any recent email correspondence from you in our ticketing system. Our Support team reached out to you via phone and email today, however, we were unsuccessful in reaching you. Please respond to the email or call into our Support team so we can assist you further with your inquiry.
Kind Regards,
The Webroot Support Team
Initial Complaint
08/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I receive 2 emails from the Webroot company stating that i purchased antivirus services from them. I don't even know who or what this company is and have not authorized any purchase of any services from them.see below; Order Confirmation Received: Your Items Are En Route to You.To: ***********************;08/11/2023 09:53 AM 1 Thanks for usong WEBROOT Total Protection. This is an invoice for your recent purchase. We thank you for the Completion of your 3 years.Purchase summary WEBROOT Total Protection - 5 devicde - 3 year - $584.99 Offer price $499.99 New Subscription pricing $499.99Business response
08/16/2023
Hello ****************,
The details of the email you have provided do not appear to be from Webroot. This is likely a phishing email. We would recommend deleting the email from your inbox and be sure not to open any attachments or access any links in the email.
Kind Regards,
The Webroot Support TeamCustomer response
08/16/2023
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
08/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been a customer of this company for around 10 years, using them for cloud backup and storage for tons of personal files and documents. They recently stopped that service and I was just told that I can never access my data again, even though they only sent out ONE email about it which was sent FOUR DAYS PRIOR TO THE DEADLINE. I cannot understand how in 2023 there is no way that A) they cannot send out more thorough reminders, especially for long-time customers and B) be able to restore data a few days after the deadline, even if an additional fee were required. This feels like an incredible bait and switch that was completely unexpected as a long-time customer and to have no recourse whatsoever for recovering YEARS OF PERSONAL FILES is absolutely devastating and incredibly frustrating.Business response
08/17/2023
Hello ****************,
Our apologies for any poor experience you may have encountered. After careful investigation, we see that your back-up account was associated with a Hotmail email address. We sent two email notifications to that email address in July providing instructions on how to download your back-up data. This is an unfortunate situation if you no longer have access to that Hotmail email address. We can also confirm that your Gmail email address did not have a back-up account associated with it which is why those email notifications were not sent to that email address.
We see that you called into Support on August 9th and your current subscription was refunded in full for any troubles you may have encountered.
Kind Regards,
The Webroot Support TeamInitial Complaint
08/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I cancelled Webroot subscription last year and signed up for McAfee. I called Webroot in July 2023 when a pending $49.99 charge appeared on my credit card. I spoke to a representative and they stated I did not have a current account with them and the "pending" would go off my credit card and I would not be charged. I checked my account today, 8/7/23 and I was charged $49.99 for a service I am not using and cancelled. I think this reoccurring charge was processed and I was lied to by Webroot. I expect a full refund and apology for the inconvenience of sitting on hold for over an hour and making multiple phone calls.Business response
08/09/2023
Hello **********,
After further investigation, we see that your account was under a different email address other than the one you have provided here. Our records indicate, that you called into Support and a full refund was issued and the subscription was cancelled. We can confirm that there will be so subsequent renewals.
Please don't hesitate to reach out if we can be of further assistance.
Kind Regards,
The Webroot Support Team
Customer response
08/14/2023
Complaint: 20435254
I am rejecting this response because: I have not been reimbursed the $49.99 as discussed in conversation with Webroot since I cancelled Webroot last year. Please reimburse me for the erroneous charge ASAP.
Sincerely,
*******************Business response
08/23/2023
Hello **********,
We can confirm that the refund was successfully processed on our end. We recommend that you contact your financial institution for further assistance.
Kind Regards,
The Webroot Support Team
Initial Complaint
07/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been using webroot for several years. they initiate auto renew and 3 years ago they required you to contact them. I did and told them to turn it off. I buy discounted subscriptions online, I have been since I started using them. this year was no different, but I noticed they charge my credit card without submitting a receipt. When I was researching the charge, I found that they had done the same thing last year. They refunded the one they did this year but refuse to refund the one from last year. I just want the unauthorized charge refunded from last year. Please note the attached screen shots of the chats with webroot on the issue.Business response
07/24/2023
Hello ******************,
After review of your account, we were unable to find any previous request to cancel the subscription from July 2022, however, as a courtesy for being a valued customer, we have gone ahead and extended your existing subscription for an additional year. Your new expiration date is 7/17/25.
Please don't hesitate to reach out if we can be of further assistance.
Thank you for being a valued customer! We appreciate your business!
Kind Regards,
The Webroot Support Team
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Customer Complaints Summary
52 total complaints in the last 3 years.
17 complaints closed in the last 12 months.