Webroot Inc.

Hello, Thank you for contacting Webroot. We have opened a support request on your behalf and are more than happy to achieve a resolution for the issues you have described.  Please check your email that you provided for additional information on how we can address this.Should you have...

additional questions, please reply to the support message started on your behalf. Thank you, Webroot Support Management

Hello,We are not sure who is disputing Ms. [redacted]'s claim, however, the fraudulent charge has been refunded. We have created a support ticket for Ms. [redacted] to further instruct her on the process if any additional information should be required.Regards,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 have spoken with [redacted] directly and believe that we have reached an amicable solution.  [redacted] mentioned he re-installed the software and appears to be happy at this time. We are going to stay in touch to ensure that there is satisfaction for our customer. Thank you for bringing this to our attention. Regards,Webroot Support Management

Initial Business Response /* (1000, 5, 2015/07/28) */
Hello,
Thank you for contacting Webroot. We are sorry to hear that you are not satisfied with your Webroot security solution. It is unfortunate that you believe that we are not helping you. We sent a response on 7/27//15, which to date, has...

still not been read by you, to your request for assistance dated 7/26/15. You are not being prevented from using the software on multiple devices, the error that you received while attempting to install the software on your mobile device indicates that you attempted to install the software by downloading the wrong mobile app. The mobile app to download for your purposes is the Security - Free app and then follow the instructions to create the account. Finally, tap register to enter the keycode.
We hope that you will reconsider you decision about wanting a refund, however, if you still wish to obtain a refund, our records indicate that you must contact [redacted] directly to obtain that from then since the subscription that you purchased was a point of sale subscription directly from then at the time of your computer purchase.
They can be reached at X-XXX-XXX-XXXX.
Kind Regards,

Hello,There still may be confusion, the subscription that you asked to have disabled was not the one that was charged this year.  Each subscription purchased has the feature enabled when you purchase it online.  Both have now been disabled and refunded and you will not be billed again.Thank you,Webroot Support Management

Hello,We are sorry that Mr. [redacted] and his organization were negatively impacted by the False Positive event on April 24th. As I hope that you can imagine, our immediate focus was to ensure that our customers had a way to successfully resolve their issues related to this. Webroot offers free 24/7...

support for customers via a follow-the-sun approach, we have support offices in each major region (APAC, EMEA and the Americas). With that said, customers have the ability to contact Webroot via phone, email or open tickets.  Our records indicate that we did not receive a query from Mr. [redacted] regarding this particular matter until two days after the incident occurred.  It was on 4/26/17, that Mr. [redacted] asked for and received a utility that had been specifically created to assist customers directly affected by this issue. Unfortunately, we don't have a record of any support interaction on 4/25/17, as indicated by Mr. [redacted].Additionally, in regards to Mr. [redacted] request for compensation for utilizing outside consultants for this matter, this is not something that our company can reimburse for as described in the accepted Webroot SecureAnywhere Business Solution Agreement as described in both sections 16b and 18. Regards,Webroot Support Management

Initial Business Response /* (1000, 5, 2015/07/13) */
Hello,
We apologize for any frustrations you have experienced are happy to assist in whatever way we can. We have sent a communication from our support system and ask that you respond so that we can find options that you would be amenable...

to.

Thank you,
Webroot Support Management
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is completely unsatisfactory and does not resolve my issue - not to mention it being disrespectful - that the only thing they have to say to my complaint is a standard form (probably automated) response saying I should just call them to resolve my issues! DUH!? Like I haven't been trying to do just that all along? And they don't even bother to provide me with a contact person for me to talk to who might have a clue about what's going on. They just expect me to call into their tech support department and start all over again trying to get help with a problem that I have already spent countless HOURS trying to troubleshoot on my own and through their tech support dept already? No, I am not satisfied. I am actually far from satisfied. I believe they owe me a refund at the very least.
Final Consumer Response /* (4200, 11, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I HAVE ALREADY RESPONDED TO YOUR EMAIL ASKING ME TO PROVIDE A TELEPHONE CONTACT NUMBER AND THE BEST TIME TO REACH ME!!!! I PROVIDED THIS INFORMATION LAST WEEK!!!! NO ONE HAS CONTACTED ME BACK!!! I DON'T SEE HOW YOU CAN CONSIDER THIS A RESOLUTION IN ANY WAY WHEN YOU HAVEN'T EVEN BOTHERED TO CONTACT ME ONCE YOU REQUESTED MY CONTACT INFORMATION. AS I HAVE SAID, I ALREADY UNINSTALLED THIS SOFTWARE. I SIMPLY WANT A REFUND. THAT IS ALL I WANT. I BELIEVE I AM ENTITLED TO ONE CONSIDERING THE HORRENDOUS AMOUNT OF TIME AND EFFORT I HAVE HAD TO SPEND DEALING WITH WEBROOT'S FAULTY SOFRWARE, ITS RUDE CUSTOMER TECH SUPPORT, IT'S INABILITY TO RESOLVE THIS PROBLEM WITH ME BY DIRECT MEANS OTHER THAN BY SENDING ME FORM EMAILS (WHICH I HAVE ALREADY RESPONDED TO). CLEARLY, THESE MESSAGES MUST BE AUTOMATED AND NO HUMAN BEING IS ACTUALLY DEALING WITH MY COMPLAINT, NOR APPARENTLY DO THEY CARE. I DO NOT APPRECIATE WEBROOT'S UNDERHANDED ATTEMPTS TO PUSH THE ONUS FOR RESOLVING THIS COMPLAINT ONTO ME, THE COMPLAINANT. I HAVE RESPONDED TO THEIR EMAILS. I HAVE GONE THROUGH THEIR TECH SUPPORT DEPT. I DID SO NUMEROUS TIMES BEFORE I FILED THIS COMPLAINT. AND STILL I HAVE RECEIVED NO ACTUAL REAL HELP IN RESOLVING THIS COMPLAINT. I WANT THE Revdex.com TO BE AWARE THAT THE MANNER IN WHICH I AM BEING TREATED NOW BY WEBROOT IS PAR FOR THE COURSE AS TO HOW THEY HAVE TREATED ME ALL ALONG. I AM CLEARLY NOT BEING LISTENED TO BECAUSE I HAVE ALREADY WRITTEN IN MY COMPLAINT THAT I AM SEEKING A REFUND, YET WEBROOT STILL INSISTS I NEED TO SPEAK TO THEIR TECH SUPPORT DEPT YET AGAIN. HOW MANY TIMES AM I EXPECTED TO DO SO AND STILL REMAIN FRUSTRATED??? I DON'T APPRECIATE THE SLEAZY MANNER IN WHICH WEBROOT CONDUCTS BUSINESS. THEY HAVE BEEN WEASELY AND UNDERHANDED IN BRUSHING ME OFF WITH THEIR FORM EMAILS AND THEN TRYING TO MAKE IT SEEM AS THOUGH I AM THE ONE NOT RESPONDING TO THEM. FURTHERMORE, THEY ARE OUTRIGHT LYING THAT I HAVEN'T RESPONDED TO THEM, BECAUSE I HAVE. AS I HAVE SAID AGAIN AND AGAIN AND AGAIN AND AGAIN, I HAVE ALREADY TRIED TO WORK THIS OUT WITH THE TECH SUPPORT DEPT. THAT SHIP HAS SAILED. I AM SEEKING A REFUND. PERIOD. I WILL NOT BE SATISFIED WITH ANY OTHER OPTION. I STATED THIS CLEARLY IN MY COMPLAINT AND I AM TIRED OF REPEATING MYSELF, BUT, YET AGAIN, THAT IS PAR FOR THE COURSE WHEN DEALING WITH WEBROOT. THERE IS NO BENEFIT FOR ME IN DEALING WITH THEIR TECH SUPPORT DEPT WHEN I NO LONGER WANT TO BE A CUSTOMER OF THEIRS AND CONTINUE TO USE SOFTWARE THAT IS (A) NOT WORKING FOR ME AND (B) BE FORCED TO HAVE TO RESORT TO THEIR HEINOUSLY BAD TECH SUPPORT IN THE FUTURE. IT IS OUTRAGEOUS THAT I AM LITERALLY BEING COERCED TO ACCEPT A RESOLUTION OTHER THAN THE ONE I AM SEEKING. IT IS OUTLANDISH THAT THEY ARE IGNORING MY COMPLAINT ENTIRELY AND ATTEMPTING TO HERD ME TOWARDS THEIR TECH SUPPORT DEPT TO SEEK A RESOLUTION THAT I DON'T WANT AND HAVE NOT FILED THIS COMPLAINT IN ORDER TO RESOLVE IN THAT MANNER. IF I HAD WANTED TO CONTINUE TO TALK TO TECH SUPPORT, I WOULD NOT EVEN HAVE BOTHERED TO FILE THIS COMPLAINT IN THE FIRST PLACE. FURTHERMORE, WHEN I DID SO, I DO NOT RECALL AN OPTION TO CONTINUE TO BE FORCED TO WORK WITHE THEM. I DOUBT ANYONE IS EVEN READING THIS. HOW MANY MORE TIMES AND IN HOW MANY MORE WAYS DO I NEED TO SAY THIS IN ORDER TO MAKE MY MEANING CLEAR? I HOPE AND PRAY THAT I HAVE AT LAST SUCCEEDED IN STATING MY CASE CLEARLY. NO ONE HAS ELEVATED THIS COMPLAINT BEYOND THE LEVE OF TECH SUPPORT. WHAT IS MORE, I HAVEN'T EVEN BEEN PROVIDED WITH A NAME OR A NUMBER IN WHICH TO REACH WEBROOT MYSELF. I HAVE HAD NO APOLOGY FROM WEBROOT OR EVEN ANY HUMAN INTERACTION WITH THEIR CORPORATE DEPT. AND, AGAIN, I STILL HAVE NOT RECEIVED A PHONE CALL EVEN THOUGH I EMAILED THEM WITH MY CONTACT INFORMATION AND THE BEST TIMES TO CALL MEL. THEY ARE A [redacted] COMPANY AND THE MANNER IN WHICH THEY HAVE CONDUCTED THEMSELVES WITHE RESPECT TO THIS COMPLAINT MERELY PROVDES MY POINT.
Final Business Response /* (4000, 13, 2015/07/27) */
Hello,
My name is [redacted] and I am a Sr. Manager for Webroot. I apologize that you feel that we haven't been responsive to your request. While I can understand your frustration, I would like to clarify that we have made multiple attempts to contact you in order to resolve this matter. As mentioned, our records indicate that we have, in good faith, been trying to talk with you personally about this. We asked for a time that we could discuss options with you on 7/13/15. We called again on 7/16/15 at 4:04pm MT and were unable to leave a voicemail message at that time, however, we sent another message to you.
On 7/18/15, a Saturday, outside of Webroot business hours of operation, your response indicating your availability, (Tues-Friday evenings PST) was submitted to our ticketing system indicating a time that you could be reached. Another call was made to the phone number provided on 7/24/15, when the supervisor handling your case was assigned your reply.
We apologize for not seeing your response in a timely manner, however, we do want you to know that we are not in a way, attempting to inflame the issue, frustrate you or create further issues.
It is our hope and desire to handle this matter amicably and professionally. I will call you today to let you know what I have in mind in order to resolve this matter.
Kind regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I tried to cancel by email; it was rejected.  I tried to cancel through their website.  I was unable to do this without the software key number.  Since I deleted this program years ago I don't have the number anymore.  I will not call these people, as I am afraid to give them my phone number.  It doesn't appear that my credit card was charged, though the email they sent me led me to believe they did.  Their response, " We have requested that you are opted out of any future email messages from our company" does not satisfy my requirement that they state publicly that they have deleted all of my personal information they have on file.  Only if they state they have done this, will I accept the response to my complaint.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/17) */
Hello,
We are sorry that Ms. [redacted] felt disrespected and insulted. I apologize personally. There was no intention of this that is assured. Ms. [redacted] was upset about the automatic renewal feature and how to opt-out which is enabled at the...

time of purchase and outlines clearly in the section entitled Uniterrupted Pretection on the receipts. We sent Ms. [redacted] those receipt again, she said she did not need them, she had them, however we should have put the information at the top so she could have seen it.
She said she did not read the information, she should not be expected to. This where a reference to a contract was made. Webroot is a security subscription service which will autorenew for the convenience and protection of the consumer's computer.
Ms. [redacted] had 28 days left on her subscription, our records show that the software has been actively updating and seen on her computer as recently as yesterday when she called. It had removed an infection for her in October of this year.
Ms. [redacted] is outside the refund gaurantee period of 70 days. We have ensured that she will not be billed in the future now that we have been made aware of her opt-out request.
As for the availability of the Vice President of Support and our CEO, I told Ms. [redacted] that they were both out of the office, the latter being out of the country. I indicated that as the Director of the department, I was confident that due to the usage, her receipt of our original receipts and our rental reminders, they would both be agreement. We also spoke about her option of filing a credit card dispute. Ms. [redacted] said, "No, they will make me pay."
We are happy to help Ms. [redacted] remove our software from her computer, either through written, verbal or remote instruction.
Kind regards,
[redacted]

Hello,   We apologize for any frustrations you have experienced using the Webroot software.  In regards to your message, we have sent a message on January 5th requesting to speak with you to help resolve these concerns.  However, we have not received a response. We would be happy to...

assist you and to reach a resolution that is satisfactory to you.  If you could please reply to the support message with your contact details, we can set an appointment to speak.  If you have any further questions, please reply to the support ticket that was sent.  This will put you directly into touch with our support engineers. Thank you,   Webroot Support Management

Hello [redacted], We sincerely apologize for the inconvenience that our Uninterrupted Protection program might have caused you.  The automatic renewal transaction, invoice number: RA[redacted]35, has been fully refunded in the amount of $43.29.  Uninterrupted Protection has been...

permanently cancelled on your subscription, so there will be no future automatic renewals. 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 ###-###-####, 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: ###-###-#### Web: www.webroot.com