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Webroot Inc.

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Webroot Inc. Reviews (52)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hello, We apologize if there was any confusion regarding this customer's automatic renewal, invoice # ***, of Jul 20th, at 19:15:MDT. Ms*** obtained a refund on 7/21/at 14:MDT. See details below. Jul 21, 2016RefundCompleted...-$USD$
USD-$USD*** ***-$USD$USD-$USDJul 21, 201614:32:MDTCompletedYou have sent $USD to *** *** with ***Please let us know if you have any additional questions or concerns.Regards,*** **Webroot Support Management

Complaint: ***
I am rejecting this response because:I understand that these were two separate transactions However, in June I asked that the automatic renewal be cancelled, and I was charged again in I was refunded my money in both situations, however next year I do not want to be charged again for an automatic renewal subscription that I have cancelled at least twice (that has been documented) I would like the company to advise me as to how I am not to be charged for their subscription again in the future I do not want their services
Sincerely,
*** ***

Hello,My name is *** and I am a director for our technical support and customer service teams in the North American office headquartered in Colorado. I would like to apologize to Ms*** for the frustration and inconvenience caused by this matter. I cannot be sure why the
automatic renewal opt-out request was not received as stated but I can assure you that once we were notified it was escalated internally to our development teams so that this was an isolated incident. To Ms***'s point about 3-days made by the sales representative on 4/3/16, although that is discouraging, providing this type of information it is not intended to be a definitive statement but rather to provide a ballpark estimate on when the funds are typically returned to an account holderI would also like to apologize for the manner in which Ms*** felt the call was handled on 4/3/16, it is our intention to treat all customers with the respect that they deserve. This is definitely a learning opportunity for us and I assure Ms*** the matter has been handled accordingly. We have limited personnel working on weekends, therefore a manager may not have been in the office on the day of this call. I have provided information below that the credit to your account was processed on the same day that the call occurred. The time that it took for Ms***'s bank to return the funds back to her account is something outside of Webroot's control.Credit Card Credit64.49USDTRANSMITTEDApr 10:00:AMThe automatic renewal is disabled and Ms*** has received the refund from what we can see from our end. Please let us know if there is anything additional that we may do to assist in this matter.Regards,*** ***Director, Customer SupportWebroot, Inc

Hello,Thank you for your reply.we are happy to hear that the software has met your satisfactionWe are able to confirm that both subscriptions have the automatic renewal disabled, we apologize that the disputed charge with your credit card company did not automatically translate to our company with an automatic renewal being disabled. The departments that handle those types of cases are not using the same systems and, unfortunately, the specific request of disabling your automatic renewal last March was not obtained.As mentioned, we are happy to report, the matter has now been rectified.Kind regards,*** **
*** *** ***
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hello,Thank you for supplying this information, we will ensure that we work with the appropriate personnel internally to do everything within the limits of the law to stop this vendor from using our image and likeness in the manner that makes it appear as if they are affiliated with our company.We are sorry that you had this experience and we are happy to help you with any issues that you encounter now or moving forward.Kind regards,*** **Webroot Support Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hello, We are sorry to hear about this customer's experienceThere are several things that we would like to clarify howeverWebroot does not charge for technical support services, we have no customer support representatives by the names provided, and we do not outsource our support to any other
company to offer support on our behalf. Our company and employees take security and privacy very seriouslyOur technical support phone number is ***If any other phone number was provided out of a browser search, we recommend that the domain name be checked to ensure it says specifically, https://www.webroot.com prior to making contact or allowing them onto a customer computerThere are third party vendors offering support for security and computer software that many times are not affiliated or authorized to do soWebroot does not have any ability to offer a resolution of reimbursing the cost of a computer as there was no one with Webroot affiliated with this interaction. If the customer would like to discuss a refund for the Webroot software purchased through Best Buy, we will provide information on how to obtain this via our ticketing system directly to the customer. We are very sorry to hear that this unfortunate situation occurred, if there is a phone number that was called, we will investigate the matter further and do what is within our rights to prevent these individuals from using our name and/or likeness now and moving forward. Regards,Webroot Support Management Kind regards, Webroot Support Management

Hello, Thank you for contacting Webroot on Miss *** behalfToday, all three of Miss *** transactions totaling $have been refundedThose credits are currently in a pending status and will be processed by end of day. At that point, it typically takes between 3-business
days, sometimes sooner, depending on the financial institutionPlease let us know if there are any other questions or concerns and we will be glad to assist furtherKind regards, Jeanice SWebroot Support Management

Complaint: ***
I am rejecting this response because: This is really simple. Webroot pushed out code/definitions to it's customer base causing a very large outage for a lot of it's customers including meImmediately when we determined something was wrong in our network/server environment we began working immediately on this as any IT person would do in this situationWe stopped what we thought was malware propagation across our network by shutting down the application server that had shut down our main case management software for the entire *** County CourthouseOur consulting team was contacted to assist us in returning a secure and clean network and bringing our ability to operate back as soon as possible. When this situation began for us we had no notice from Webroot or otherwise as to the exact root cause or any estimated time of the resolution being provided to usThis was not acceptable because we could not shut down our business (Courthouse Offices like District Attorney, County Clerk, District Clerk, County Attorney's Office, etc.) and made every effort to get our campus back up and working as soon as possibleI didn't have time to notify Webroot and wait on them to resolve our issues....thus the consultantsWe were able to resolve our issue in hours because of the consultants and limit the downtime and loss to our county by doing that. Lastly this is really an issue of Webroot, Incdistributing bad code that was the root cause for our issues and since they distributed bad code that adversely affected us we believe that it is our right to obtain compensation from Webroot for the consulting cost we incurred at the very leastThe fact that Webroot, Incis fighting this shows the lack of integrity this company has and the fact that they are not willing to make right what they and they alone caused is a shameIf *** manufactured an automobile with defective parts or even system code issues....*** would issue a recall and resolve the problem with all of it's clients/customers to rectify and resolve the issue for the customer at no cost to them instead of fighting a $5,request for compensationAgain it's a shame that this company isn't showing the loyalty back to it's customers that we have shown them over the years through using and renewing of their product
Sincerely,
** ***

Hello,We appreciate the opportunity the clear up any confusion about the message in this complaint. Upon further review, this customer is speaking of two separate subscriptions (June keycode refunded ending in *** and March keycode refunded ending in ***) where the automatic
renewal feature is enabled at the time of purchase for each subscriptionSpecific information about the automatic renewal feature, including detailed instructions on how to opt-out and a button leading the customer to opt-out are on the invoice at the time of purchase, on our support page by type how to opt out of automatic renewal, and via day and day reminder notifications. Again, just to reiterate, this customer's complaint is not related to the transcript of the June correspondence, but rather, it is a complaint in relation question for $which was refunded on 3/21/(2017-03-12:31:21) The subscription referenced with a copy of the support interaction from June 2016, specifically, where a refund and request for automatic renewal to be disabled was processed was on 2016/06/09:06:by one of our representatives. It was for a keycode ending in ***.We again apologize for any confusion in this matter and we can confirm that this customer has both subscription disabled for automatic renewal and no further charges will be incurred. Regards,*** **
*** *** ***Webroot, Inc

Hello,We appreciate the opportunity to respond to this customer's complaint and hope to resolve itAutomatic renewal is a feature of each online subscription purchasedA customer has the ability to opt-out in a variety of ways throughout the subscription termThese options include a button
linking to the opt-out page from the invoice, a knowledge base article, and day and day reminder messages prior to subscription expiry. Upon researching this customer's account, there were two subscriptions under two separate email addresses. The subscription's automatic renewal referenced in this complaint was, in fact, disabled upon request on 11/23/The other subscription was under a separate email address where we have never received a request to have automatic renewal disabledWe are happy to disable this and refund the subscription amount.Best regards,Webroot Support Management

Initial Business Response /* (1000, 6, 2015/12/16) */
Hello Mr***,
We sincerely apologize for the inconvenience that our Uninterrupted Protection program might have caused youThe automatic renewal transaction, Invoice Number: RAXXXXXXXXXXX, has been fully refunded in the amount of
$Uninterrupted Protection has been permanently cancelled on your subscription, so there will be no future automatic renewalsYou should have received two notifications via e-mail in regards to this refund when you did it online, 12/12/One was confirming the refund and one confirming the auto-renewal feature has been turned offIn addition, you have been removed from or mailing list and will no longer receive further email offers
I also located the confusion in terms of the AR being turned off twiceYou did this on another code that you have that has days as of today, 12/16/The keycode/subscription that was renewed recently, still had the AR feature still on until the refund was done and that was automatically turned off at the same timeThe AR feature has been turned off on the other code as wellThat keycode is: *** Again, it has days as of right now
If you have any additional questions, please contact our sales department at X-XXX-XXX-XXXX, 7AM-7:30PM MST Monday through Friday or 7AM-6PM MST Saturday and Sunday, and a sales agent will be more than happy to assist you
Thank you,
Harrison Keijzer Supervisor-Inside Consumer Sales
Webroot Inc
Interlocken Crescent Blvd
Suite
Broomfield, CO XXXXX
Phone:
Web: www.webroot.com

Initial Business Response /* (1000, 5, 2015/10/15) */
Hello *** ***,
We sincerely apologize for the inconvenience that our *** *** program might have caused youThe automatic renewal transaction, invoice number: RAXXXXXXXXXXX, has been fully refunded in the amount of
$*** *** has been permanently cancelled on your subscription, so there will be no future automatic renewalsYou will get an e-mail confirming the auto-renewal feature has been turned off going forwardIn addition, you have been removed from or mailing list and will no longer receive further email offers
If you have any additional questions, please contact our sales department at X-XXX-XXX-XXXX, 7AM-7:30PM MST Monday through Friday or 7AM-6PM MST Saturday and Sunday, and a sales agent will be more than happy to assist you
Thank you,
*** *** Supervisor-Customer Sales & Service
Webroot Inc
***
Broomfield, CO XXXXX
Phone: ***
Web: www.webroot.com
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a refundThank you for your help!

Initial Business Response /* *** ** *** */
Dear *** ***,
We sincerely apologize for the inconvenience that our *** *** program might have caused youThe automatic renewal transaction, Invoice Number: RAXXXXXXXXXXX, has been fully refunded in the amount of
$The two previous renewals appear to have been done on our websiteThose were not automatic renewals, but done manuallyAR invoices always start with RALast year starts with ECM and the previous year (XXXX) starts with US
*** *** has now been permanently cancelled on your subscription, so there will be no future automatic renewalsIn addition, you have been removed from or mailing list and will no longer receive further email offersYou will however receive two e-mails verifying the refund has been done and automatic renewal has been turned off
If you have any additional questions, please contact our sales department at X-XXX-XXX-XXXX, 7AM-7:30PM MST Monday through Friday or 7AM-6PM MST Saturday and Sunday, and a sales agent will be more than happy to assist you
Thank you,
*** *** Supervisor-Consumer Sales
Webroot Inc
*** *** *** ***
*** ***
*** ** XXXXX
***
*** ***
Initial Consumer Rebuttal /* *** ** *** */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm satisfied with the refund and removal from further contactI'm disappointed that Webroot is implying that I would go to their website and renew service for a device that is unusable, especially since I called them each year to stop the automatic renewal I received notification about via email
Final Business Response /* *** ** *** */
Dear *** ***,
Hello! Again, we sincerely apologize for the frustration this has causedWe are simply going off of what we have in our recordsAs stated, automatic renewal invoices have always started with RAThe two previous invoices do not start with RA indicating they were not done via automatic renewal, but on our websiteThere is also no record indicating the auto-renewal feature being turned off before Tuesday, 6/In theory, we could be talking about two different subscriptionsIf you had or have another e-mail address, there could be another subscription under that we are not seeingI do see here that you also had a *** *** Webroot subscription that expired on 4/That is under the e-mail address providedThis could be part of the confusionYou could have done the actions you described on that subscription, and not the one we just canceled and refundedI have seen similar situations in the past
If you would like to discuss this matter directly, my contact information is below
Thank you!
*** *** Supervisor-Consumer Sales
Webroot Inc
*** *** *** ***
*** ***
*** ** XXXXX
*** ***
Web: ***

***response has been scanned in and converted to text below (original document is available using the online complaint system)
Thank you for your email sent on February 23, concerning our insured *** *** North Star Mutual Insurance Company continues to investigate Mr***'s claim and will work to bring it to an amicable conclusion(*** Business Response.pdf)

Revdex.com:I am aware of Webroot's refund as stated in my previous email. As of July 28, my refund was not received and I opened a case with *** # ***I will wait forthe case to be resolved with *** as to where the money wentThank you for your help, I will close the matter against Webroot and take it up with ***.Sincerely,
*** ***

Hello, We are able to confirm that we do not have Mr***'s information on file, the subscription referred to does not have automatic renewal enabled and Mr*** has not been billed, nor are we able to locate any payment information for Mr***. Thank you,*** **Webroot Support Management

[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
Thank you for your email sent on March 8, 2016 regarding further correspondence concerning our insured, [redacted] As indicated in previous correspondence, North Star Mutual Insurance Company continues to investigate Mr. [redacted]'s claim. After all necessary information is gathered North Star Mutual will work to bring Mr. [redacted]'s claim to an amicable conclusion. ([redacted] Rebuttal Response.pdf)

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Address: 385 Interlocken Cres # 800, Broomfield, Colorado, United States, 80021-8062

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