Webroot
Reviews and Complaints

The same thing happened to me! A withdrawal was taken out of our checking account without being notified. I have not used Webroot for several months and refuse to ever use it again because of the poor product. Has anyone found a way to be reimbursed?

I’m with Webroot Customer Support and am sorry to hear about this. I’d like to help you get this resolved; please email me your keycode for your Webroot software so I can take care of this immediately for you. lbongiovanni@webroot.com

I thought i canselled my webbroot well over a year ago. then i was chargerd for another year...my chargecard compant didnt refund my overdraft and you got a extra charger ..i thought it was my fault and i got the wrong place to quit you 'all now im being charged again...what's us this is frustrating and now i have to got threw this all again...please stop it and give me my money back I want it for both time now ..im not ever going to use or recomend you all.WHY ! WHY! do i have to paY AGAIN!..FIX IT ! SSFC-ONLN-AADI-EGHP-NGXZ

I did not even get email about renewal. we have not used their services for 3 yrs/... did u have any luck with them?

I'm with Webroot Support, we’re sorry to hear about this. If your issue has not already been taken care of I would like to get you in touch with with one of the team leads for resolution.

They cut my subscription off 1 1/2 months before it was supposed to be. I am paid up until the end of December. They are saying I downloaded too many times. I only download their stupid updates. What a rip off. I used to recommend them but not anymore. They are now one of the scammers in my book

It has destroyed my computer. It would not uninstall. The service is still running. When I tried to uninstall it my system started hanging and now it freezes on bootup. I have not idea how to get rid of the service that is running through the command prompt but if anyone can help me please let me know. The would not refund me or help me. I think we should file a class action suit.

I would not recommend webroot to anyone. It stinks. Now I can not uninstall it and good luck finding any online help. Hate this product. I have had nothing but problems with my computer since I bought it. Can not uninstall it through my control panel. When I try to scan all I get is a blank white page so now I can not use it at all. DO NOT buy this product.

I thought I had a virus and the lady told me she knew it was and it has been around for a few weeks. It made me wonder why they did not adjust the program to stop it? So I purchsed this service and they got into my computer and found out it was not a virus but some kind of update by Java whatever that is! So they refunded me some of the service but it was just $34 dollars and I paid $130!
Makes me wonder if this lady knew what she was talking about or just tryingto make a sale. I'm going back to Kaspersky - Webroot has been a pain in my rear for a long time, the firewall keeps asking me if this is okay or that is okay. I purchase a firewall so I don't have to know what is okay or not. Good-bye Webroot!

I Paid almost 300.00 dollars for service. I have had to date three viruses. I had for one full day and could not get rid of. I called on a Sat. and they were closed. So I called the want to buy system and got a nice gal. She knew the name of the virus .. and said it was 2 wks old and they had so many calls. She set me up for an appt. on e Wed. 8:30 5 day from call and said I had to prepay onw hunsews thiry nine dollare and 99 cents to get fixed. The next morning I had a e-mail from them to call a number Monday of download and fix my self. I am 70 yrs old. I cannot do this. I will call Monday and tell them again. Also I lost their Icon and twice a week was cleaning out the viruses, so was doing my job. Sunday my Icon was back and computer working fine.. What did I pay the money for? Are they putting the virus in and then charging people to get out.. Grandma of 8. S.

I bought a new 2011 webroot complete security, mercy what a mess, the lady at wall mart had a terrible time even ringing it up. trying to install it, it had no code in the code box, called tec. support, was on hold for 65 minutes, i ask the tec. if they were short on help, he said no and it was a scratch off code, not so, nothing scratched off of my paper. Now I have to send proof of purchase and then I will get my code and instructions. Also, my new disc reads that this is an older version than the one i have, the tec. said they just say that, but the newer verision will automatically install when i get my code. What a mess. I shall see if that works. I am surprised webroot with all the techonology they have and the money they have, dont have better services than what they do, but the tec. seemed like a nice person once he ever got on the line.

I also have webroot and had the same problems but mine are way worse. I purchesed webroot because it was expressed to me that it is the best antivirus software. LIE. It had disabled four out of four shields all on its own leaving my brand new labtop vulnurable to viruses. When I called Webroot the tech admitted that it was their fault that the shields had disabled themselves but I needed to take my computer to a professional tech to have it fixed at my own expense. Sorry Webroot have you ever had a product liability case brought against you? because if you didn't, I promise that I will be the first. They breached their warrenty which was expressed and implied. If I pay out of pocket, I will be refunded and do everything in my power to warn other consumers of this fake antivirus software. Not worth even installing because if you do, at any given time it can disable itself and your computer will be open to anything without warning, hmmmmm, its a piece of junk and ruined my 1, 000 dollar brand new computer.

just had exactly the same problem. got three viruses while using webroot. and i couldn't get to the quarantine button, since the computer locks up before it finishes the virus scan.
and the support is a joke. after waiting 48 hours to be contacted, they send me generic garbage which is totally irrelevant to my problem - and have the nerve to say my case is closed.
the software is useless - didn'block the viruses, and then couldn't get rid of them. now i have to go to best buy - the geek squad - to have them clean my hard drive --- and install a new antivirus software - AND I GUARANTEE IT WON'T BE WEBROOT ! what happened to their guarantees ?
btw, i have two other computers that accessed the same website that was sending out viruses. my other two computers had norton 360 on it - and the viruses never got in.

I'm with Webroot support. Sorry to hear about this experience. I'd like to get one of my tech reps in touch with you; can you please either give me your email address or send it to pr@webroot.com so we can get someone in touch to help you out? Thanks.

"When I loaded Avira on my system and scanned it found several viruses that Webroot Spysweeper didn't even know existed."
That is because you are using SpySweeper, not Webroot Antivirus with AntiSpyware. Your SpySweeper does not have the definitions that Webroot Antivirus does. It checks for Spyware and Adware, not virus', so of course SpySweeper is not finding virus' on your system, you do not have the proper software for such things.

Hi Russ -- I'm with Webroot support. Sorry to hear about this experience. I'd like to get one of my tech reps in touch with you; can you please either give me your email address or send it to pr@webroot.com so we can get someone in touch to help you out? Thanks.

On August 16, 2011 we were billed $43.27 for software on our credit card in which I am not aware of the charge. We no longer have any of your software on our
computers.
Please contact us and give us a refund.

I was charged $54.43 for Webroot Antispyware which was not authorized. I no longer own any computer that has had Webroot installed and I would like a complete refund to my checking account/debit card . Please address this immediately.

Thank you,

Beth E. Stegman
bstegman2@hotmail.com

on my ppl credit card statement showed auto renewal charge $31.60 reference number MT10077102000010217487. I have not authorized this charge and have not used this product in over two years.

I'm asking for a refund on this charge and to have my personal information taken out of your records.

Regards
Valerie Hedquist

Upon downloading the Webroot from the internet I received the BLASTER WORM VIRUS. Bfore installing it I did not have a virus. I am asking for a full refund of $68.59 for the 2 year renewal and the CD of $9.45. It is costing me $259.85 to remove the virus and recall the data ruined by this virus. I purchased the program on Aug. 5, 2009 at 3:06 P.M. and installed it right after that. Invoice numbers are E000019030679 and E000019061040.

I purchase webroot virus protection with spysweeper. Not only did i get a virus but webroot didn't detect it . It took AVG DETECTED THE VIRUS AND IT WAS FREE! I want a refund for the three years that I purchased on june 22, 2009 key code SSGB-ONLN-AADI-HUYF-DGDX

my name is karyn Conde, 79-33 cooper ave, glendale, ny [protected]

all I can say is RIP OFFS

Hi Dennis - This was mostly caused by an automatic renewal. If you could please send me your keycode and contact info to socialmediasupport@webroot.com I can take care of this for you.

They just did the same thing to me. I put in a complaint to my bank, stating I did not authorized this. I am not going to put a complaint on the BBB. Three years ago, I authorized and got nothing, the system didn't work in my computer and they claimed they never got payment. I was stupid then, I did nothing, just took it as a lesson, but not this time. I will fight.

you might want to try calling their corporate office 303.442.3813

you may want to call their corporate office 303.442.3813

my complaint above is correct

above complaint is correct

webroot allowed my computer to become infected and I had it removed the first of November and another system installed. I no longer need webroot and I need a refund of $32.14 charged to my credit card. Thanks, Laveta Abboud laabb@sbcglobal.net

Cance above complaint. Manage to finally get ahold of a rep!

I have been trying to cancel my auto-renewal but cannot reach a customer service rep on the phone and cannot get the right code to cancel on line. I no longer have the lap computer that had the webroot on it. Can you help?
Elizabeth OBrien
e-mail: obrienelizabeth@bellsouth.net

I've never had that problem with Webroot but tech support is a miserable, incompetent rip-off now.

M Collins, I’m with Webroot Customer Support and am sorry to hear about this. I’d like to help you get this resolved; please either let me know how I can reach you directly, or call [protected] and press 1 to be connected with one of our reps immediately.

Don't waste your money on web root. They recently screwed my
sister out four hundred bucks for two computers. This company is obviously a
scam. This Bob guy is a fake or a plant for web root.

It took Microsoft several years before they begin the
develop their own anti-virus programs. It’s not a scam I have been happy with
it for some time now. What’s what’s the best about it is it’s free to go to the
Microsoft website. Computers are, like automobiles there’s a lot of crooked
mechanics out there therein is to screw you over. My background in computers it
was 20 years experience. Over the years I’ve owned several made some mistakes
that have learned how to fix an errant computer. I have rebuilt & built new
computers. The only thing I can say is my method for cleaning up the computer
is to backup all your data off drive on an external drive and format the
computer which is reset it to factory new. Once my data is backed up a reformat
my computer and presto like new. At this point I own five different computers
and I maintain them with no problems if you want to get rid of these
bloodsuckers who probably have to change your credit card number.

Webroot has proven to be nothing but an unscrupulous company intent on ripping off the consumer. It is a shame that a company like Best Buy recommends them (or did at the time I purchased my computer from them). I lost all my data and most programs when Webroot failed to detect a Virus that Norton Antivirus was then able to locate and quarantine. There is no response to customer support inquiries (subsequently refund requests) by telephone or on-line support as their "specialists" are always "busy with another customer". I have spent in excess of an hour at a time on several occasions waiting for customer support to answer the phone, likewise with on-line support. Stick with NORTON.

Yep...similar problems...I wanted just the anti-spyware software...but no...they bundled/combined the antivirus software with it...even when you use the download link for the anti spyware, you still get the bundle...like it or not...and when I complained and asked for a refund...silence..not even an email reply. And for all you guys out there who are getting their credit cards debited with the cost of auto renewal when you didn't want to auto renew...well take it from me (being an ex-bank manager) they are acting illegally. A word of advice on getting your money back (and beating them at their own game)..simply contact your credit card administration and tell them that you know nothing about that debit entry from webroot...that you have never heard of the company and that you demand your money back. Stick with that story and you will get a refund from your credit card company to the debit of webroot's account.

Webroot was good oncenow they've turned to puss. Their "window washer" will not work on windows 7 64 bit even though they claim it will...and once again they will not answer emails or refund money...!

I had the same problem or rather have the same problem.

I emailed them at refund etc but did not get an answer within the promised 48 hrs.

Have just phoned them again and after finding all the menus lead to a recorded anser refering me to an email address, I decided to press "1" - technical support, talked to a person by the name of Vivienne, who, upon taking my bank card number said she would refund me (after talking to her supervisor). I said, "How do I know you are going to refund me, and this is just to put me off?" - she said, "Because I said it would refund your money"...

If you want to email me barbdunnsmyrl@live.com I will let you know what happens.

If nothing happens, I will surely report this Webroot company to the Better Business Bureau, and also have my bank investigate it.

I have also made copies of all the complaints against Webroot which are posted on this site.

Best wishes - B

I also have a complaint. I was unable to download a renewal. Called them, some tech person came onto my computer afer giving him permission. Did a super scan(scam) saying I had some virus, and it would cost $250 or $399 . I believe this is a major scam, I had use webroot many years. No More.

i have no idea who they are, ... just got a charge and the customer service guy is incapable and the manager's gone home for the day, at 4:00, ... total fraud

Wow, you all had RIDICULOUS complaints. I've had Webroot for 4 years now. Eight days ago I received a notice saying my subscription would be renewed in ten days. Today, I got online, chatted with a professional and he sent me the link to get off the automatic renewal process. Put my serial number in, the automatic renewal came off my web console in less than 2 minutes. Done. The things the people above are complaining about lead me to believe they are sharing the SAME brain cells... Get into the year 2015 people... Everything is electronic.

What a scam! After buying webroot on line, i went in circles trying to download the product only to find out after 60 mins in a chat, that it takes 2 days for my credit card to clear so i cannot download the product until then! Does not state this anywere.

Scam. Buy at walmart mccaffey at least you get it installed right away!

Webroot did not send any emails to me prior to renewal. Contrary to what the shill said above, burying in all that "legal crap" an auto renewal provision is probably illegal; why he thinks it's fine and good and it's our fault... like I said he's probably a shill. I don't even expect that companies are holding on to my credit card information. I was frankly shocked when this happened.

I had the same bad experience as others did above. Previous to the latest versions, I just bought the window washer program and it worked fine--there wasn't all this other stuff attached to it that I didn't need/ want. I HAVE virus protection, thank you. All I want is the ability to overwrite old data and make deleted data space available for use.

Anyone know of a program that will do just that? Also one that will work to overwrite data from all the major browsers, including Opera and Chrome?

I own a computer repair shop. I clean viruses off computers everyday. I have been using Spy Sweeper, now Webroot for about 15 years. I have install it well over a thousand times. I have never had a problem with a key code, or billing problem that they didn't take care of right a way. Just call them up, give them your keycode or name, or email address. They will pull up the info and they will correct the problem. I have had them just give me a new keycode by email to solve the problem.

Webroot has always been the best protection for your computer. Their current version is faster and smaller then everyone else's. It's really good for old machines that don't have the ram or cpu power. Because Webroot has such a small resource foot print. With newer machines, you won't notice any impact on your computers performance.

The version of Webroot that came out before this one, was good protection, but not a good program. It was very bulky. It started slow, and it could have problems installing and uninstalling. I wasn't really happy with it. It worked fine for me. Because I know how to keep my computer clean and running probably. But average computer users had problems. I know, because I had to tackle those problems. Even with the problems that version had, I still recommended it. Because I know all the other protection programs out there. I've seen how poorly they protection my customers machines.

I never trust email for problems. I just pick up the phone and call the company. Talk to a person, and usually the problem is solved.

If your copy expires uninstall it, if you have a problem doing that, download the Webroot Removal Program, and have it uninstall it. It seems every expired version of protection out there can cause problems if you don't uninstall it after it expires. Also, before you renew a copy, you should uninstall and reinstall it. Fresh install, with new key. Otherwise, you might run into a problem.

If you are worried about a auto-renewal, just buy it from the store, not from Webroot themselves. That way they don't have a credit card number, and they can't run a auto-renewal program on your copy. It's better to look for the best deal on a new copy of Webroot each year, then do a auto-renewal. Also, I wouldn't by it from Best Buy. You could by a copy from them, brand new in a unopened box, and when you install it, the key code might already be uses, or expired. It's usually a special copy made for Best Buy, Best Buy will appear in the installation process.

Webroot is the best protection out there. Bitdefender doesn't work very well in hostile environments. It usually takes 45mins to do a update, and scans can take hours. If they even complete. I don't understand how this program is listed as number one when it's just crap software. For one month I installed the free trial on my customers computers, but Webroot didn't have a free trial that I could use at that time, and Bitdefender was giving 30 days free. My customers didn't have any protection worth calling protection, and I usually install a free trial of Webroot, since I couldn't do that. I installed what was suppose to be the number one protection program on the market. For one month I installed Bitdefender, and most of the time I had to uninstall it, or couldn't install it at all. Bitdefender requires 1gb of ram to install. Which makes it a huge resource hog. older systems slowed down big time. You could feel this programs impact on every computer I installed it on. It was making me look bad. Because the computers were lagging. Then I found a new trial program for Webroot and dropped Bitdefender in the trash can. The only way they are number one, is they paid the review to put it there. Webroot has always been the best. But nothing is prefect.

So, if you want the best protection buy Webroot.

webroot is the biggest rip off ever cancel last year lost 60.00 dollars and called them and canceled over phone and they hit me agim for 60.00 more this week just cancl agin dont get hung with this company

I just got a notice as well to renew my "uninterrupted Protection". Well screw Webroot. They canceled my Window Washer program so that it no longer worked so I wasn't even using their damn software.

Webroot is a not an upright and forthcoming company and I'd discourage people from using their software!

Last night I too found 90 day old emails in a spam email folder from Webroot about the automatic renewal. I did the usual searches and read many, many complaints. Even found a form online to apply for a refund, but it was limited to 70 days and I was over that limit. Today I called the customer service number, hold time no more than 5 minutes. A young lady answered, asked my email address, and in a minute got approval for a full refund in my case. I don't work for Webroot or even know anyone that does, but I'm very thankful they are not the thieves described by so many others. I'm not a fan of any automatic renewal fine print, but Webroot did right by me just the same.

I have been in contact with your tech service branch and up to present have not gotten a resolution to my problem regarding a invalid key code? Is there a problem? You all have my money for this phoney card. J.F.M.

web root is damaging my phone

I purchased Webroot Spy Sweeper over a year ago for my Mom's computer since she was having problems with spyware. I could never get the program to update or even allow her virus protection to update so I started in calling and emailing Webroot Support. Not only did I never get an actual person to talk to but no one every return or replied to any of my emails even though they state specifically they are they through phone, email or onine techs. Well I finally uninstalled the program and took care of her problems through another software. Today I received notification that they had automatically renewed my software. I can't believe it! You can't talk to anyone I tried for over an hour today to get a person to talk to on the phone. I did hear how to apply for a refund but now after seeing all these complaints I wonder if it will happen or not. I would never ever recommend Webroot software of any kind. And they need to take that stupid statement off their web page and email notifications since it is obviously a HUGE lie.

I just spent 2 hours trying to install WebRoot AV, only to be told time after time that the key was incorrect by the software that came in the package that the license key was printed on. I tried literally every variation that I could before giving up and calling WebRoot support line.
After a short five minutes on hold, support answered and asked my name. I gave them my name and told them I was a tech helping an elderly owner that was befuddled by installing software. I was told that A. They will ONLY assist the original purchaser of the software.
I told her I was helping the owner set up a new computer and transfer the software between boxes. Again I was told that they will only assist the original purchaser and my name was not the same as the original purchaser.
I gave her my client's name, his address, and his phone number. She verified them and told me they were correct, but they still would not, under any uncertain terms, help me install my clients software. He had to call, and they would help him.
I very politely told her to piss off and installed Microsoft Security Essentials instead.

I am a VERY satisfied customer of Webroot. I upgraded to the Webroot Internet Essentials; and I also purchased, and frequently use Window Washer, an amazing program. I believe in a certain instance, a person wanted to use a good program, (i.e. Webroot; briefly, or for a trial period). I have never seen Webroot offer a "trial period" persay, however if there is indeed a 30 day guarantee, then what is it about Webroot that made you change your mind. Once installed, and set to the users specifics, there is nothing more for a user to do, accept check what it's found (if anything); that has been quarantined, and remove any threats, wether minimal, or catastrophic. I am very pleased with Webroot's programs, Webroot Internet Essentials, and Window Washer. I install it on every computer I purchase, via my license agreement. And to you who degrade you previous employer? Who gave you the means to provide for yourself and loved ones? I dont' know you, nor your story or reasons for the ceased employment, nor do I particularly care to; however to publicly defame them like that is childish and immature. Grow up, and deal with life as an adult, and quit putting ridiculous words in your posts? Yuck? Really, what flavor? Come on. Webroot is by far THE best program, and I have experienced several others. Nothing else compares to Webroot! Keep up the GREAT WORK Webroot Team!

Sincerely,

A very, life long customer!

You guys are soooo right! Try working there. YUCK! DON'T BUY IT!

you guys are right--BAD NEWS!

This is the worst AV software I have ever used. It seems like the Spyware and Viruses just pop right through it like a wet paper bag. Never in my life have I had to deal with so much virus and spyware infection on my laptop/PC. The support is horrible too, I waited on hold for over an hour and still never reached anyone to help me. They sent me an email that was essentially false advertizing, saying if I upgraded my AV with Spysweeper protection to the new Internet Essentials I would get all these new features. I paid the $20 and intstalled this Internet Essentials and there is ABSOLUTLEY no difference, the GUI looks the exact same, no new options or features, etc. F*** WEBROOT, I WILL NEVER PURCHASE IT AGAIN

I bought a version of webroot and have renewed for a total of 4 years. By paying for this product I should be protected right?

Well I just May 21, 2010 I turned off autorenew- so coincidentially I get a rouge spyware virus, I do a full scan and it tells me I cant remove with out renewing my software for $59.95? Wait why I have I been paying to be protected? I have paid for this very service to be protected... I understand not being able to get new updates new lists (maybe) but for it now not to work after I have spend $150.oo over 4 years? This is software blackmail!

this is B.S. - would be like if musician could revoke a song after a year.
and to top it off I can get a deal as a new subscriber $29.99 but must pay $59 to extend... for a product that has failed me!

They automatically charged my credit card to renew without my consent and now won't honor the refund. I contacted them and they claim the credit went through and that it's my banks responsibility now! I, too, will be filing a complaint with the Better Business Bureau!