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2.9 81 Reviews

Webroot Complaints Summary

39 Resolved
41 Unresolved
Our verdict: Dealing with Webroot, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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Webroot reviews & complaints 81

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Newest Webroot reviews & complaints

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1:42 pm EST
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Webroot antivirus spyware

One month ago, scam artists penetrated my computer, identified themselves as Microsoft agents and asked for money to protect my Microsoft.

They got personal information from me. You advertised to "block fake websites that trick you into entering personal information."

I refused to pay them. They destroyed my hardware. I had Windows 7. Best Buy could only install Windows 10.

Your Secure Anywhere Antivirus failed to provide Webcam Protection.

I request you restore Windows 7 to my computer or buy me a new laptop.

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sanzee
Orange City, US
Oct 08, 2021 2:49 pm EDT
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When due for Annual Renewal, Webroot agent talked me into pre-paying for 3 years $159.00 on 12/8/2020. Six months later, had to replace my dying computer, but my programs on the new system kept crashing, so my computer tech said it was a Webroot problem and he removed it on 7/6/2021...everything then worked okay. Unable to reach Webroot by phone, on 7/7/2021 I emailed through their website requesting a prorated refund for 2-1/2 years unused portion (about $130). Webroot refused refund, saying it was beyond 70 days of purchase...they offered to extend my subscription or reinstall their Webroot Secure Anywhere - my computer tech advised me against this because it would interfere with my other computer programs. I just want a refund for the unused 30 months. I filed a complaint with BBB but Webroot still refused refund. So I lost about $130 for unused Webroot service.

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10:23 pm EDT

Webroot auto-renewal

Webroot spammed my inbox with auto-renewal notices, I used the provided hyperlink to opt-out of auto renewal, but they still charged my credit card.

After contacting them to reverse the charge, a 5 dollar difference in the charge and refund was still there. They told me to take it up with my financial institution. I explained that it is their fault, and their responsibility to refund my money, and once they did so, they were free to take it up with my financial institution themselves. They then sent another note implying that I didn't opt-out.

Since the refund, they have continued to spam my inbox with discount offers, and I am forced to continue checking their messages as this issue is still not resolved.

I am glad I'm only out a few dollars, and not hundreds like some other people.

I will never do business with them again.

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3:59 pm EDT

Webroot webroot antivirus

We paid $49.00 for this antivirus system because of the great reviews and we could not even get into the account that we set up, password issues for which we tried for 2 days to reset. so we called webroot ciustomer service, the guy remotely went into our computer, went through all of our files as a technician and also tried to change our password and no go...he said that if I paid him $129.00 he could fix our computer so that it would then work. Then he tried to get another 60.00 for a year's worth of tech help. When we said we could not afford it and we would just do a factory reset then reinstall the webroot that we purchased he said that we can't use it anymore. So tell me did I just throw my mon ey away? Because if that's how you treat your customers? I want my money back, who do I call?

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2:00 am EDT

Webroot over payment for malware

I am requesting a refund because I see that my checking account was debited three times by mistake. I was trying to do a renewal and I believe I purchased more than once! So I NEED $239.97 returned to my checking account card number ending in 5588. The invoice # is ECM0042848378. My name is Clayton Evans, I can be reach at [protected]) Please if any can contact me about this matter as soon as possible, I would really appreciate it!

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11:35 pm EST

Webroot automatic renewal

I took my computer into Best Buy in 2016 to have a new harddrive installed. They put Webroot on as the virus scan even though I told them that I already had a subscription to a Virus protection. They said that it was part of the service and that I could choose not to renew it.

I found out today that they auto-renewed Webroot and tapped my bank account for $102.31. When I called Best Buy, they looked up the key code and said that the account wasn't in my name so I couldn't get a refund! They installed it, and put someone else's name in my account using my credit card that I paid for the hard drive install. This is fraud!

Now I have to go through my bank to dispute the charge, have to get a new credit card with a new number just in case they decide to use it for other purposes. A HUGE inconvenience to me. I will never use Best Buy or WebRoot again and I am telling all my friends what a huge scam this is.

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5:36 pm EST

Webroot internet virus/malware protection

Received disc from Best Buy as virus protection had a problem with malware representative named Raymond connected to my computer said I had so many problems but I had just scanned my computer with there product which detected nothing he tried to convince me multiple times to pay more and he would fix all the problems on my computer. I told him no that I had purchased protection from everything from Best Buy and this was covered he detached from my computer locking everything and changed my password so I could not log in had to take my computer in to Best Buy . They are the worst company just trying to rip people off

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10:09 pm EST

Webroot tech support tried to obtain money from me to fix my computer

On 11/24/2015 after unsucessfully attempting to install webroot anti virus, I called their tech support. I was transferred to a company called iYogi. I spent two hours five minutes with an Indian individual who spoke broken english with a heavy accent--hard to understand. At the end of the session, I was told that I had a problem with my PC and he could fix it for $120!. I thanked him and hung up. What a waste of time. What a scam! Luckily the store I purchased it from gave me a refund.

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1:10 pm EDT
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Webroot billing, accessing invoice and other account information

One cannot view billing history or invoices. Due to so much confusion with multiple keycodes and double billing, I need to be able to see when and for which key codes I am getting billed for. I'm very frustrated with this company and their website. Therefore, I wish to be able to just cancel all my accounts with them, but there is no easy way to do this. I guess I will have to try calling again next week during business hours. ?

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CinCT
, US
Feb 06, 2016 4:13 pm EST
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Webroot provides no actual support!. My computer crashed when 11 infections got by my Webroot "protection"..NOT. I was 82 last spring and handicapped, when I had to bring my PC to The GEEK SQUAD, which charged over $201+ to unlock the black screen! If Webroot can't stop infections, they should refund my money paid to Geek Squad! When I purchased the subscription, I did not know that you can't contact them. I want them to know what happened.

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2:45 pm EDT

Webroot customer service, tech issues

This software offers to cover 1 pc, 1 phone, and 1 pad. It covers my phone and installed into ie browser by default. (I use firefox.) I downloaded the app Webroot says to download for protecting my phone, but the app will not allow logins. First I had to go online my PC to change my webroot password because it didn't measure to their qualifications. (So why did it accept the initial passwod I gave on the PC?) Then the mobile app accepted the password, but wanted the security code. It says the code is invalid. Geeksquad checked my membership status with Webroot and gave me the same code. They gave me a weblink to Webroot to file a complaint, but Webroot will not allow me to file a complaint - they give the message, "We have already had contact with..." Their contact with me earlier was a msg sent via email. It nevered addressed the issue of validating my phone and pad for security. All the links I have run into in trying to access their support send me to Geeksquad. Geeksquad gave me the Webroot phone #, [protected] and said only Webroot could help with the installation issues I was having.

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1:33 pm EDT

Webroot buyer beware

I purchased from Bestbuy and not realizing Webroot Internet Security is "Activated at Purchase" and did not install immediately because I have other internet security program that was still active.
By the time that I decided to use Webroot, I was not able to install the program. Too bad, I won't even have a chance to try out Webroot. And for now, it does not matter whether its a good program or not, I would not buy this program, and I certainly will not recommend anyone to buy this. Its just poor business practice.
I understand business is in the business to make money. However, this feels like a rip-off.
Waste of Money.

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slainangel
, US
Jan 10, 2018 7:27 pm EST
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Yes, it say "In-store activation required. Term starts at activation". It does in tiny (one third the normal size) font at the end of a paragraph, on the bottom of the back.

I also had the exact same experience and was told by the best buy store to "suck it up" that's how subscriptions work, my loss. I do agree with that statement to a point however if I purchased a subscription I know when it I want it to start. My cable had to ask/ inform me when the subscription would start, my home security had to ask when I wanted it to begin. I was given a package and an activation code that I understood was to be used when I wanted it installed.

I will not buy Webroot again nor, shop at BestBuy. My $80.00 loss to "customer misunderstanding" has lost a lifetime customer and many of my families business. Poor customer service and misinformed/ lackadaisical sales help will be these poor companies demise.

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Jgarza
Louisville, US
May 15, 2015 12:59 pm EDT
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It clearly says "Activated at purchase, Install Immediately" on the box. Perhaps you should actually read the packaging before purchasing?

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12:13 pm EST
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Webroot Auto renewal

Bought Webroot Antivirus and Internet security Software a year ago. First they have auto renewal program that you have to opt out of which is explained to you in small print at the very bottom of your welcoming e-mail. Secondly that same paragraph says you'll receive e-mail notification before the renewal is charged. Needless to say that is not the case. They instantly take your money but some how it takes them 3 to 5 or even up to 7 business days to get a refund processed.

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christy white
rockford, US
Mar 19, 2010 1:37 pm EDT

i see many ppl have posted about webroot making charges on debit cards with no authorization... well they got us too 43.00 have not used them in 3 yrs dont even have their product on computer.. has anyone had success with tracking them down for refund... that is B.S

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Sullivan, tom
Oklahoma City, US
Dec 28, 2009 9:05 am EST

did not want auto enew. system attacked by virus 10-09. cost me 200 dollars US to have system cleaned-your software did not protect me. I want my Discover account credited for $29.95 immediately.

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tom bocook
, US
Aug 26, 2014 12:43 pm EDT
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me 2 what can i do

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tom bocook
, US
Aug 26, 2014 12:42 pm EDT
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me 2 what can i do tom ?

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Truman G. Pope
Oxford, US
Aug 25, 2014 12:36 pm EDT

Webroot Software, Inc. charged my credit $32.09 Without my authorization and for something that was non-existent and never agree to. This is FRAUD pure and simple. Any charges from them should be ignored.

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Ezekiel Ajao
grand-rapids, US
Jun 05, 2014 9:26 pm EDT

Webroot Anti Virus charged my account today 06/05/2014 $42.39 without authorization and for something i did not purchased. i never had any business transaction with them, i request that my money be refunded back into my account with immediate effect.cos that is stealing.this is the second time this is happening to me.

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mefran
Cleveland, US
Oct 31, 2010 11:48 pm EDT

where is my answer ?

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mefran
Cleveland, US
Oct 31, 2010 11:46 pm EDT

webroot has charged my account $43.05 for something I have not ordered. What do you intend to do about this? I want an answered imediatly I was not even in town at the time all this took place!

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7:32 pm EST
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Webroot fasle services

So recently my computer has viruses so I downloaded the webroot free 30 day trial and scanned for days. it never removed any viruses so I contracted support. they set up a remote acess thing and the tech said my computer was good now. but now I cant use anything on my control panel to change my computers settings. Also I find that all my favorites are missing along with some persona; data I can not trace back or find again.

I ask them to fix it and they tell me that its an additional service for paid subscription users...this is THIER fault, I was NOT warned this was going to happened. They deleted data off my computer that I needed and had nothing to do with viruses. plus a bunch of crap was installed on my computer as well.

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CinCT
, US
Feb 06, 2016 4:22 pm EST
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Thank you for the warning.

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11:27 pm EDT
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Webroot absolutely pathetic! they're no better than the # they're suppose to protect users from!

Here's a message I sent them and I'm letting everyone spread the word. I have not seen anything THIS blatant from a big time company in a long time! See the image, it's unreal.
--------------------------------------------------------------------

-To whom it may concern

You are running a scam that does NOT allow prior customers to move away from webroot.

After using the run command to uninstall the active wrsa.exe file I found this abhorred thing when scanning and manually analyzing processes for your other crap...and I found THIS!
http://www.onlineautomation.com/webrootscam/2014-06-20_2254.png

18 threads of your executable in a formerly invisible bogus file threaded similar to some of the inexcusable jackholes YOU are suppose to guard us against! I know the manufacturers don't give a ### about this...but MANY people, organizations and authorities will!

And, just enough uninstalled so that I was finally able to activate windows defender (required of me)...only to find out you won't let the definitions update! Nice.

Show me how to get ALL this crap off MY PC!

Mark Wittkowski
www.onlineautomation.com

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11:38 pm EST

Webroot automatic renewal scam

I too have had problems with automatic renewal. I declined on-line two times, and received confirmation back. Yet they still automatically took $53.00 out of my account. When you try to call, they keep saying there’s technical difficulty. And if you send an e-mail reply, it bounces back because it’s a no-reply mailbox. I wouldn’t recommend them to anybody! Considering going to the attorney general of my state, given how angry I am right now.

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7:34 am EDT
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Webroot unauthorised debit

they automatically renew you and then when you complain they say well you should have read the receipt we sent it told you we were going to automatically renew you next year WOW how is it that its always the consumers fault not the company for questionable business practice
probably how they stay in business
I finally contacted my credit card company to get rid of these leeches

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LAURENT P
, FR
Apr 02, 2011 10:54 am EDT

FRAUD ON MY CREDIT CARD - NEVER USED THIS SITE / PROVIDER TO BUY ANYTHING

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2:48 am EDT
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Webroot webroot killed my internet

I installed Webroot on two computers and they both lost internet. I took my notebook to my company's tech support team and they uninstalled the Webroot and sure enough I have internet now...Don't even THINK about Webroot as internet security!

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wifi8827
, US
May 07, 2013 8:33 pm EDT
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ugh, I do computer repair and products like these usually do more harm than good. Same with Norton.

They take over every aspect of your computer and leave you with a mess to clean up.

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iceblast
Petersburg, US
May 07, 2013 8:24 pm EDT

This is usually caused by the Webroot Firewall. You started you web browser, Webroot asked you a question about that program accessing the internet. You either missed the question, or blocked the program. The default is usually to block said program. It usually gives you 60 seconds to answer. Then it blocks the program by default.

Quick way to find out, click on Webroot program icon, go to firewall, and click the big on and off button to turn you firewall off. Then try to access the internet again. Usually, you'll have access back. Then go through the Firewall program setting for programs that have access block for the internet, and turn on the ones you need access too.

Or you can just leave the Webroot Firewall off, and turn the Windows Firewall back on. I hate firewalls myself. They also seem to block me, and not a outside source.

This is the only reason I know of, for Webroot to block internet access, and I've been installing Webroot for almost 15 years. I own a computer repair shop, Webroot is the only protection I recommend.

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3:43 pm EDT
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Webroot charge - no purchase

i was recently paying my credit card online and noticed a charge from webroot that was made on a date when my card wasn't in use. i recently purchased a new computer and searched the drive for any webroot programs, but none had showed up. i have never heard of webroot - and am curious as to how they received my credit card information. - best solution; call your debit or credit card company and report fraud.

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3:17 pm EDT
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Webroot avoid this company and its software at all costs

Have you ever listened to a few bars from Monk's "Straight, No Chaser" played over and over and over and over and over and over (and over) 200 times? You will if you ever find yourself so accursed to need Webroot's alleged tech support. I did, because Spysweeper was rendering the application that I use to make a living -- Tradestation -- all but inoperable. Spysweeper gets in the face of many other applications as well, making the already terminally buggy Windows operating system even more balky, recalcitrant and menacing. Here's another fact about Spysweeper: search 14 billion web pages and you will be unable to find a way to switch it off. Try to get an answer from Webroot, and they will tell you to right-click the Spysweeper icon in the system tray. I did, but even then, Webroot arose from the dead overnight, initiating an unauthorized, unncessary and unwanted scan that froze my computer and prevented other critical apps from running. Incidentally, after being put on hold this morning for 50 minutes trying to reach Webroot's tech support -- I called at 7 a.m. when they first opened! -- I have now been on "Straight, No Chaser" hold for an additional 15 minutes, waiting to talk to someone about refunding me for the nearly three years remaining on my Spysweeper subscription. And now, after holding for 20 minutes for the refund guy, I am told that my window of opportunity for this expired 30 days after I purchased Spysweeper. End of story.

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Kat1967
, US
Oct 25, 2017 7:23 pm EDT
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I have the issue of uninstalling following all their so-called Tech support instructions and I STILL get pop ups and it turns off my other antivirus. I go to the uninstall line form cortana it says there is no webroot at all but the pop ups continue and I cannot run any other antivirus. If I have to reformat to get rid of it, I will be even more intent on telling every single person I know to NEVER ever use this product. Money is already gone and I know it will not come back but this crap is like the worst ghost ever

custserv
custserv
, US
May 04, 2011 5:12 pm EDT

Hi Rick - I'm sorry to hear you have had so many troubles with your Webroot software. If you would please send me an email to socialmediasupport@webroot.com we can help you fix these problems. Thanks.

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3:22 am EDT
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Webroot - refund

I canceld webroot anti virus back on February 2011 and I want the refund fro the folcharges: INVOICE E000027536770 $ 64.15 CODE : SSFCBXRSAADHBQMJHTNY $ 53.45

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10:30 pm EDT
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Webroot customer service

They brag of US support but have you ever tried to call them? The same recording telling that due to the popularity of their new product your wait time is expected to be longer then one hour!
If you would like to pay for support the wait time is non existent but I am not paying them for what they brag about is free
The email support as well as the contacts on social media are a farce
Nice to know that they can pay someone to monitor these boards and do some spin control but that they don't care enough to have their support line adequately staffed
Be sure your complaints here are followed up with complaints to your local Better Business Bureau as well as the Better Business Bureau where their corporate offices are in Colorado

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H Harris
, US
Apr 19, 2011 2:49 am EDT

I also have bad experiences with webroot support. Was told to wait on the phone for over an hour . They spend all the phone time up front directing one to their FAQ and ect. which is completely useless. I think the product is ok, but do not count on any support in a reasonable time frame. I just gave up and will plan to go back to Kaspersky.
I just want to warn consumers, that if you expect to ask only one question, expect to have a possible phone wait of over an hour. I found this to not be practical.
H Harris

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