Webroot Inc.

(The consumer indicated he/she DID NOT accept the response from the business.)
Still investigating what? They have got a recorded statement, police report, satellite picture of where items were exactly located. The claim rep who visited my house asked questions like isn't that illegal? Clearly far...

from knowledgeable about the situation to the point of insulting. This has gone on for way too long!

Initial Business Response /* (1000, 5, 2015/07/17) */
Dear [redacted],
Hello! We sincerely apologize for the inconvenience and troubles. It appears whatever third part tech support you contacted gave you wrong information on our product and possibly mislead you when it came to the malware on your...

system. Unfortuenely, there are quite a few third party organizations that sell services that are not only not needed, but very misleading. This certainly would not be the first time we have encountered this. We have found from experience, malware tends to be the easiest way to do this. It very easy for someone to blame malware for troubles and then sell services on top of it. It sounds like that might the case here. Our software is fully compatible with [redacted] Some of the confusion might have been caused by the fact that the Webroot (along with other programs most likely) did not carry over when you did the upgrade to 8.1. You simply could have reinstalled with no issues. Keep in mind, we also have free US based tech support that could have looked at these issues free of charge, if in fact there was malware causing your issues. If that was the case, they would have removed any malware on the system at no cost. We tend to stand behind our product. If we let something through, we do all we can to rectify the issue(s).
I would be happy to refund the difference for you. This would be done via a check that can take 4-10 weeks to fully process. If you would like, now knowing that we are fully compatible with [redacted] and you might have received incorrect information from whatever third party you spoke to, we can not only reinstall your subscription, but have our tech support look things over on your system to ensure you are safe, protected and malware free. Again, that is no cost with your service. I can also add an additional 6 free months to your subscription for the troubles.
Please let me know how you would like to proceed. If the refund is what you would like to do, please confirm the address you would like the check mailed to.
Thank you,
[redacted] Supervisor-Consumer Sales
Webroot Inc.
[redacted]
[redacted]
[redacted] XXXXX
Phone: [redacted]
Web: www.webroot.com
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for responding in a timely manner. I would like the refund sent to [redacted], ** XXXXX.

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

Hello, We are sorry to hear [redacted] has interacted with a foreign service center purporting to be Webroot.  We do not outsource our support and do not have a record of a renewal purchase for [redacted], we recommend [redacted] work with her financial institution to file a chargeback...

dispute to recover any monies paid to an entity that promised to provide services not rendered on behalf of Webroot.  We will reach out to [redacted] separately to obtain a copy of the invoice to see if we may help eliminate this type of situation from happening again to another consumer by requesting this unauthorized and unaffiliated provider of service to stop using our likeness and/or image without our authorization. Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:  it is nice thato they apologized and it is nice that they returned it, but they had no business taking my money and it was not handled expeditiously.  Please file the report. 
Sincerely,
[redacted] E [redacted]

Hello, We reviewed the information submitted by Mr. [redacted].   Our records show that the invoice referenced was from 2010, however, we see no recent transactions for Mr. [redacted] for this product or any other product that we offer.  It sounds more like Mr. [redacted], as a former...

customer of Webroot, may have gotten an email asking him to renew.  Is this possible? If not,we are happy to provide Mr. [redacted] with a refund, however, we respectfully ask that Mr. [redacted] reach out to us directly by visiting [redacted].  He may either open a ticket or he may call us at ###-###-#### 7a-8p MT M-F to provide information about the date he was billed and for how much. Regards,Webroot Service and Support Team

Complaint: [redacted]
I am rejecting this response because:I AM disputing this transaction. I need the company to understand that I didn't authorize this and they should be able to figure out from this complaint that I am the one disputing this since I didn't charge it!This company was disputing my claim through my bank saying that they had information that proved it was me-mainly my credit card number, my address and a bogus email the thief used to get the product they illegally purchased using my credit card. Hence the "I didn't purchase this" that I have repeated over and over again. How hard is it to understand that it wasn't me who purchased this or authorized this purchase?  Once they stop disputing this with my bank I will be satisfied, until then I do not accept this response.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/29) */
Hello [redacted],
We sincerely apologize for the inconvenience that our [redacted] might have caused you. The automatic renewal transaction, Invoice Number: RAXXXXXXXXXXX, has been fully refunded in the amount of...

$43.44. [redacted] has been permanently cancelled on your subscription, so there will be no future automatic renewals. You should have received two notifications via e-mail in regards to this yesterday after we did the refund. One is confirming the refund and one confirming the auto-renewal feature has been turned off. In 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,
[redacted] Sales & Service
Webroot Inc.
[redacted]
[redacted]
[redacted] XXXXX
Phone: [redacted]
Web: www.webroot.com
Initial Consumer Rebuttal /* (2000, 7, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund has been received.

Hello, We apologize for any frustration that you have experienced with the Webroot software. We do have your support request that was sent on April 30th and have responded to you with the steps on how to remove the software.  I will send a follow up message over the support system if...

you are in need of any further assistance. I look forward to helping you resolve this issue and anything else related to the Webroot software. Thank you, Webroot Support Management

Hello,The company that [redacted] interacted with was not Webroot.  Webroot support does not call consumers to notify them that they may be infected, nor do we offer to fix issues, malware related or otherwise for a fee.  Once a customer pays for a subscription to Webroot they are...

entitled to free technical support throughout the life of the subscription, to include help with any malware infections.  We have been unable to locate a subscription for [redacted] by the name and email provided, however, if [redacted] has a Webroot subscription, we are happy to help him for free. He would simply need to contact our support team by visiting www.webroot.com/solutions and logging a ticket. If there is a company that purported to be Webroot and used deceptive selling practices, we are very sorry that this occurred and would be interested in knowing more so that we may request they cease using our name and likeness in these practices.  Please contact us directly if you still have a phone number that you were contacted from and we will investigate further.  We also recommend that you ask for a refund directly from this company.  If they do not comply with you request, you may want to contact your financial institution to inquire about any additional options available to you. Regards,[redacted]Director, Customer SupportWebroot, Inc

Hello, We apologize for any frustration you have experienced regarding the Webroot CD and are here to help resolve this issue. I looked at your support ticket history with the email you provided, and we requested your shipping information on 12/30/15 so that another CD could be shipped to...

you.   If you please update your shipping address in the support ticket, we would be happy to send another CD to you free of charge.  Also, if there are any other technical issues you have experienced with the Webroot software, these can be addressed as well. Thank you, Webroot Support Management

Hello,We are sorry that [redacted] felt that our support representative did not provide service in a kind manner.  On 5/24/17 at 14:22pm, our records show that [redacted] we processed a refund request for the past year's subscription and [redacted] also read the most recent support response where...

we reached an understanding in regards to her request.  We believe this matter is closed.Regards,Webroot Support Management

Hello,While we understand Mr. [redacted] frustration, the choice to hire outside consultants was his to make. Webroot is not liable to pay for those expenses since he chose to take this route instead of working with our free technical support team. As stated previously, Mr. [redacted] accepted these terms, when he chose Webroot as his security provider initially and further accepted those terms when he renewed his contract in December of last year.  Also of note, Mr. [redacted] stated that it took nearly 3 days to provide a resolution utility.  While we do see that he did not request the utility until the evening of April 26th 2017, 18:06, to be exact, the utility was available less than 48 hours after the incident occurred.  Additionally, there were remedies provided prior to the utility being made available that helped a number of our customers. Mr. [redacted], had he chosen to work with us directly and for free, would have had access to these options as well.  Again, Mr. [redacted] chose the path to recovery that seemed to work best for his organization, however, Webroot is not liable for expenses incurred for outside services rendered.Regards,Webroot Support Management

Hello Mrs. [redacted], We sincerely apologize for the inconvenience and troubles. Invoice, [redacted] in the amount of $[redacted] was fully refunded back on 5/12/16. It can take 5-10 business days to receive the funds back to the account used to make the purchase. I have also resent a confirmation e-mail...

indicating the refund was done. If you have any additional questions, please contact our sales department at 1-866-612-4268, 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, [redacted] | Supervisor-Inside Consumer Sales ---------------------------------------------- Webroot Inc. 385 Interlocken Crescent Blvd. Suite 800 Broomfield, CO 80021 Phone: 1-800-772-9383 ext. 3245

Complaint: [redacted]
I am rejecting this response because: yes what they said it is true but not all what they true .because logical last year until I make this compliant windows washer working until I erased and restore my computer and I got refund after fight with trouble maker bob and difficult customer servicers and try avoid and conflict with weboort   policy for refund and time for Revdex.com compliant I contact to customer services and put up with readulices customer servicers and also price for windows washer $19.95 and I paid price for to have windows washer for 29.99 it is mean different is $10 for say 8 years will be $80 because I start renew windows washer since 2010 .and was refund issue on 3/19/2018 not 18 .and every thing work fine from last year until this  this happened I can not use software .
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/08) */
Hello,
We apologize for any frustrations that you have experienced with the Webroot SecureAnywhere product and we are here to help in resolving any issues you have encountered.
I have searched the email you have provided and find no...

purchases under this email, nor any support requests in our support ticketing system. What has most likely occurred is that you have spoken to a third party technical group and not Webroot directly.
Webroot does not offer a lifetime subscription to our product, nor do we charge for technical support. I have sent an email requesting a callback time so that we can investigate the issues you are reporting and offer any assistance to the Webroot product you have purchased and ensure that your computer is free of infection. If you could please reply back to this email, we are happy to help.
Thank you,
Webroot Support Management
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a copy of the payment I made to receive. Lifetime protection. I think the company is responsible for their product and should be more diligent in making sure only reputable companies can sell their product. I am more than willing to provide a copy of the payment that was made for their product.
Final Business Response /* (4000, 9, 2015/07/15) */
Hello,
We have sent a follow up response over our ticketing system that we communicated earlier. If you could please reply to that message, we will be happy to assist.
Thank you,
Webroot Support Management
Final Consumer Response /* (2000, 11, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

Hello,Our records indicate that Mr. [redacted] was provided a refund in the amount of $39.98 on 3/19/18. We have also made arrangements to reimburse last year's subscription fee to Mr. [redacted] in the amount of $29.99, that refund will have to be issued in check form so it will take between 4-10...

weeks.  It is important to note, however, that on 10/6/15, Mr. [redacted] was informed that Webroot was implementing an End of Life policy on the Window Washer product. He was also informed that he may still use the product and renew the product but that no further development would occur. He was also informed that for the same price, he would be offered the SecureAnywhere Complete product which included many features of the Window Washer product.  Mr. [redacted] asked for support on the SecureAnywhere product on a couple different occasions (2/21/16 and 6/12/16) to be exact.  Mr. [redacted] became discouraged only when he was unable to reinstall the Window Washer program due to local environmental issues on his side that we could not resolve since the the Window Washer program is no longer being supported or developed.Kind regards,Jeanice S.Webroot Support Management

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

Hello,We are sorry to hear about this customer's experience. There are several things that we would like to clarify however. Webroot does not charge for technical support services, we have no customer support representative by the name of [redacted] and our company and employees take security and...

privacy very seriously as it is our business. Our technical support phone number is [redacted]. If any other phone number was provided out of a browser search, we recommend that the domain name be checked to ensure it says webroot.com prior to making contact. There are third party vendors offering support for security and computer software that many times are not affiliated or authorized to do so. We will reach out to this customer separately through our ticketing system to offer a thorough remediation of anything that [redacted] may have left on the system, if this would help alleviate any concerns and we will also make sure our program is functioning as it should.Kind regards,Webroot Support Management