Webroot

Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ Dear [redacted] ***, Hello! We sincerely apologize for the inconvenience and troublesIt 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 systemUnfortuenely, there are quite a few third party organizations that sell services that are not only not needed, but very misleadingThis certainly would not be the first time we have encountered thisWe have found from experience, malware tends to be the easiest way to do thisIt very easy for someone to blame malware for troubles and then sell services on top of itIt sounds like that might the case hereOur 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 You simply could have reinstalled with no issuesKeep 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 issuesIf that was the case, they would have removed any malware on the system at no costWe tend to stand behind our productIf we let something through, we do all we can to rectify the issue(s) I would be happy to refund the difference for youThis would be done via a check that can take 4-weeks to fully processIf 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 freeAgain, that is no cost with your serviceI can also add an additional free months to your subscription for the troubles Please let me know how you would like to proceedIf 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] XXXXX Phone: [redacted] Web: www.webroot.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for responding in a timely mannerI would like the refund sent to [redacted] , [redacted] XXXXX

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 representative by the name of [redacted] and our company and employees take security and privacy very seriously as it is our businessOur 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 contactThere are third party vendors offering support for security and computer software that many times are not affiliated or authorized to do soWe 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

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 muchRegards,Webroot Service and Support Team

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 $and I paid price for to have windows washer for it is mean different is $for say years will be $because I start renew windows washer since .and was refund issue on 3/19/not .and every thing work fine from last year until this this happened I can not use software Sincerely, [redacted] ***

Hello,While we understand Mr [redacted] frustration, the choice to hire outside consultants was his to makeWebroot is not liable to pay for those expenses since he chose to take this route instead of working with our free technical support teamAs 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 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 hours after the incident occurred Additionally, there were remedies provided prior to the utility being made available that helped a number of our customersMr [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

Initial Business Response / [redacted] (1000, 6, 2015/12/17) */ Hello, We are sorry that Ms [redacted] felt disrespected and insultedI apologize personallyThere was no intention of this that is assuredMs [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 receiptsWe 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 toThis where a reference to a contract was madeWebroot is a security subscription service which will autorenew for the convenience and protection of the consumer's computer Ms [redacted] had 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 calledIt had removed an infection for her in October of this year Ms [redacted] is outside the refund gaurantee period of daysWe 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 countryI 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 agreementWe also spoke about her option of filing a credit card disputeMs [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 Mrs***, We sincerely apologize for the inconvenience and troublesInvoice, [redacted] in the amount of $ [redacted] was fully refunded back on 5/12/It can take 5-business days to receive the funds back to the account used to make the purchaseI have also resent a confirmation e-mail indicating the refund was doneIf 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 youThank you, [redacted] | Supervisor-Inside Consumer Sales ---------------------------------------------- Webroot IncInterlocken Crescent BlvdSuite Broomfield, CO Phone: 1-800-772-ext

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 / [redacted] (1000, 5, 2015/07/28) */ Hello, Thank you for contacting WebrootWe are sorry to hear that you are not satisfied with your Webroot security solutionIt is unfortunate that you believe that we are not helping youWe 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/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 appThe mobile app to download for your purposes is the Security - Free app and then follow the instructions to create the accountFinally, 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,

Complaint: [redacted] I am rejecting this response because:I AM disputing this transactionI 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 cardHence the "I didn't purchase this" that I have repeated over and over againHow 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]

Hello, Thank you for contacting WebrootWe 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 behalfThank you, Webroot Support Management

Hello,We are not sure who is disputing Ms [redacted] 's claim, however, the fraudulent charge has been refundedWe 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

(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 locatedThe claim rep who visited my house asked questions like isn't that illegal? Clearly far from knowledgeable about the situation to the point of insultingThis has gone on for way too long!

Hello,Our records indicate that Mr [redacted] was provided a refund in the amount of $on 3/19/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- 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 productHe was also informed that he may still use the product and renew the product but that no further development would occurHe 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/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

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 [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 $ Uninterrupted Protection has 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 offersIf 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 youThank you, [redacted] | Supervisor-Inside Consumer Sales ---------------------------------------------- Webroot IncInterlocken Crescent BlvdSuite Broomfield, CO Phone: ###-###-#### Web: www.webroot.com

Hello,We are sorry that Mr [redacted] and his organization were negatively impacted by the Positive event on April 24thAs 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 thisWebroot offers free 24/ 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 issueUnfortunately, 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 Regards,Webroot Support Management

***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, regarding further correspondence concerning our insured, [redacted] As indicated in previous correspondence, North Star Mutual Insurance Company continues to investigate Mr [redacted] 's claimAfter all necessary information is gathered North Star Mutual will work to bring Mr [redacted] 's claim to an amicable conclusion( [redacted] Rebuttal Response.pdf)

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 timeWe are going to stay in touch to ensure that there is satisfaction for our customerThank you for bringing this to our attentionRegards,Webroot Support Management

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 responseWe 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 engineersThank you, Webroot Support Management