Webroot Reviews 877

I was with Webroot for seven years. Every year I had to opt out of automatic renewal, otherwise, they would automatically renew me and charge my Visa card. This year they just automatically renewed me and charged my Visa card, without my authorization. I have not had a computer since October 2024. Webroot did/does not know this. How can you protect, scan a computer, that does not exist? Makes you wonder. Companies have no sense of decency anymore, they just do whatever they want. On a positive note, I never had any concerns about my antivirus for seven years.

Date of experience: July 06, 2025

This company is worse than CROOKS! I requested a refund under their refund policy via the porported website info. I copied and pasted the invoice number and the site says it's invalid!! How does that happen??The online refund portal is a freaking joke! Stay the hell away from this company, their products and software. Trying to cancel your subscription will be a nightmare. The renewal price tripled the existing price and I want out plus the software is only mildy effective!!!! When it happens to you, don't say you weren't warned!!

Date of experience: June 22, 2025

This company are CROOKS! I have requested a refund under their refund policy and the response I got was crickets! Their online refund portal does NOT work! Stay the hell away from this company and their software. You have been warned.

Date of experience: June 02, 2025

An amazing and affordable online security product that has had my patronage for many, many years. I had previously tried all the biggies and free options.

Low impact, it is cloud-based with no need to update anything and uses negligible resources on my PC. It just sits there doing its thing.

Download it, install it, tweak it to your needs (reversible if you get carried away) and leave it to do what it does

Date of experience: May 03, 2024

Absolutely abysmal customer service.
Sent three emails requesting pricing and assistance, the first they replied that it was the wrong department and gave a different email address (have no idea why they couldn't forward it internally), next 2 emails didn't get a single response.

Date of experience: April 28, 2025

I only agreed to pay Webroot once per year for their service, but they charged me around $ 50 approx. for something Bogus that was not in our original agreed terms, I'm pissed off as I do not like any Liars and do not like Thieves, I gave Webroot customer service an Ultimatum, either 1). Refund my money immediately, or 2). I'm never doing any business at all with Webroot again, I'm not taking any of your shit ! , Webroot, you Webroot better make a wise decision here for long term Client Retention with me, you are skating on thin ice and you are stupid for doing dishonest and fraud business practices to ruin you own business Reputation, what a bunch of clowns.

Date of experience: April 19, 2025

Just wasted my hard earned money getting no key at all and refunded it at once, yet to receive any money and it is hopeless to contact their "customer service".

Date of experience: February 19, 2025

Do not waste your time on this horrible product that has T E R R I B L E product support. Their "help" desk is absolutely HELPLESS and their customer service is an oxymoron! Save yourself time, frustration, and money by bypassing this do-nothing product.

Date of experience: January 15, 2025

My subscription is finally expiring and all I can say is "At last!" So hard to get any changes made or answers. They make it difficult on purpose, so that you will get frustrated and give up.

Date of experience: January 07, 2025

Given a 1 star rating because it as not possible to give a zero score.

I have been communicating with Webroot for weeks now and have not moved forward an inch in resolving this problem because it seems to be Webroot policy to be as obstructive as possible when paying customers make a complaint or request assistance.

How it works with Webroot is they send an email from one of those annoying no reply addresses with a link and password and the customer has to log in to leave a message (no reply in real time) then they get back asking the customer to call the USA at the customers cost.

There is no facility to leave an attachment on the communication system and they expect the customer to zip up the files or photos to be sent, then download an exe software file to send the zip file to them when all it would take would be an attachment to an email.

Absolutely ridiculous are the words that come to mind. below is just a couple of messages between myself and Webroot that will explain what they expect a customer to do when the easy option would be an email!!!

Your Message (Dec 27, 2024 10:27) Virus picked up from browsing MSN widgets Need to send you an email with screen prints

USA business statistics state that it is 10 times harder to attract a new customer than it is to keep an existing customer and I intend to help Webroot attract as few new customers as possible as I will be posting a review of my dealings with this appalling company who are stubborn and have a total disregard for their customers and make not the slightest concession to comply with their customers request for assistance.

My experience is that as far as Webroot are concerned their position is you will do things our way regardless of how complicated is when a far easier way to send a couple of jpeg photos already exists and you have already sent me a dozen emails using your no reply email address, as for this method of communication that you insist on using why in the name of god could you not have included a box where attachments could be placed as Microsoft have with their chat service?

I will not be calling the USA at my cost and sending these photo's of your system failing to protect me, email is the only way I can do this so you can investigate the issue and as for trying to describe what was displayed on the locked up screen over the phone, this would be a waste our time.

I will post a review on trust pilot either later today or tomorrow then pick up this issue again in the New Year. when I have fewer family commitments so that we can continue to play communication ping pong until my subscription ends next year.

Your Message (Dec 26, 2024 17:27) Virus picked up from browsing MSN widgets Need to send you an email with screen prints

You really have missed the point, you asked me for the error message that was received while browsing a MSI site but it is not Microsoft who provide the virus protection that I pay Weebroot to provide this is your responsibility and I want to know how this virus passed through your system to lock up my machine.

Without the error message you will not be able to investigate so send me a viable email address and I will send it to you.

Webroot Support (Dec 26, 2024 14:34) RE-Virus picked up from browsing MSN widgets Need to send you an email with screen prints

Hello, We understand that you do not want to contact us via phone and we're sorry for the inconvenience. In line with your concern, since the issue is with Microsoft, we cannot directly contact them. We recommend reaching out to them regarding this matter.
Thank you.
The Webroot Team

Hello,
Thank you for contacting Webroot.
To help us diagnose the issue you have reported, we request that you take a screen shot of what you see on your screen when the problem occurs.
To provide files such as screenshots, scan logs, etc., to Webroot Support, we suggest you use our specialized utility, wsalogs. This will securely upload a selected file to us and nothing else. You will need to select the "+Advanced Settings" feature within this utility in order to accomplish this task. Once you have completed the following instructions, please let us know that the file is available to review.

Once you have saved a screen shot depicting the problem, we'd like you to please send us the file using our specialized log gathering utility, wsalogs, which will greatly expedite the diagnosis and repair of the issue. Once you have completed the following instructions, please let us know that the logs are available to review.
NOTE: If you want to send multiple files simultaneously, you may place them into a single compressed zip file first, and then select that zip file at step 6 below.

Only 164 Characters left so I will have to leave it here but like many other low scoring reviews I agree Webroot is OK while it is working but if something goes wrong forget getting it sorted they are C**P.

Date of experience: December 27, 2024

I've been a Webroot customer for many years and mostly been very happy with them. I particularity liked the way it just worked away in the background with little interaction required.
However, when I changed my email address, the trouble started. I changed it on my Webroot account, which updated for login purposes but they kept sending emails to the old address. As did Cleverbridge (whoever they are) who do the billing. Turns out the two accounts are not linked.
After a frustrating period of trying to get it resolved, I was assured it had been updated to the new address. The email confirming that was sent to my old address, which was to disappear in 3 days time by then, confirming login details using the old address.
Add to that the confusion with Cleverbridge and more recently Carbonite (whoever they are) accounts and I just gave up.
To cap it all, the invoice gave a cancellation email which did not exist and using the one on their T&C's turned out to be a nightmare, having to jump though a number of hoops and end up not knowing whether I had been successful or not.
I like the product but place these with Easyjet - works well until something goes wrong.

Date of experience: December 24, 2024

PEOPLE DO NOT, DO NOT USE, DOWNLOAD OR SHARE ANY INFO WITH THIS COMPANY. I have proof when I installed it after purchasing, that it actually installed registry files, and took an entire backup of EVERYTHING on my computer. Then I had a live hacker on my computer buried deep to where no one could find it. Credit and identification stolen, and a hacker uses my computer as their own. Opening my Webcam and watching anytime they wanted. How do companies like this not get HUGE CLASS ACTION LAWSUITS.

Date of experience: November 14, 2023

What is going on, Webroot? Six years with you and now at our renewal attempt this year, TWO separate debit cards from TWO SEPARATE BANK ACCOUNTS, on separate days, in TWO separate names have been immediately FLAGGED as FRAUD and immediately LOCKED by our (did I mention SEPARATE?) banks. I just got off the phone with my bank after Webroot declined payment, and upon calling my bank, hearing my automated line say my card was locked for suspicious activity. I had to call the Fraud Department. This was after my son had the same thing happen to him last week! He had to spend days of phone calls in which he was switched between Webroot's various departments time and time again, spending hours of frustration on the phone with them AND his bank, and two trips to his bank in person with personal ID, birth certificate, library card, insurance statements, and the kitchen sink, only to have his card canceled and a new one issued (still not here after five days--what a PAIN). This after we simply attempted to pay for another year of Webroot (our SEVENTH). As for me, my card was declined as well, just like his today. I had to call the FRAUD Department. I just got off the phone with them and was told that Webroot is FLAGGED as SUSPICIOUS now (at all banks apparently) and no charge to Webroot can be authorized! Whaaat? Going on two weeks and many phone hours and in-person proof required of who we are down the drain we (again, TWO separate cards, in separate names and separate banks), and that we are not committing fraud by trying to pay Webroot for the seventh year is very puzzling! Did Webroot get HACKED??? HA! Still can't pay them! Guess I'll have to go to some other virus protection? Shame! I was satisfied with Webroot before. Never had a problem with them...before. Again, SIX YEARS with Webroot. WHAT GIVES??? Inquiring minds want ANSWERS, please.

Date of experience: September 28, 2024

NOTHING BUT WEBROOT FRUSTRATION FOR 3 YRS!:
1. WEBROOT EXPIRED - NO WARNING - JUST STOPPED WORKING
2. TRIED TO CONTACT WEBROOT TO SEE WHAT'S UP - NO SERVICE AT ALL -
3. TRIED TO RENEW - MORE FRUSTRATION -NO SERVICE AT ALL
4. JUST SIGNED WITH SURFSHARK
NO FRUSTRATIONS!
5. AGREE WITH ALL THE 1 STAR COMMENTS
6. NEVER WEBROOT AGAIN!

Date of experience: January 05, 2024

The best antivirus I've ever used. It's super simple too which makes it a great combination for people who don't know much about cyber security. This combo led me to use it at my company's call center on 30+ computers, my personal computers, and my parents' computers. Easy and effective at keeping everyone and everything safe!

Date of experience: March 24, 2024

I trusted Webroot and paid them 1,900+ FOR LIFETIME protection last year. I needed them to eliminate a hacker that has been on my computer 4 days I was unaware. I was calling a bank today and the call was intercepted by a hacker asking me for banking information. I didn't give him much but when it was done I called webroot.
They cleaned my Mac up and then tried to RANSOM my computer's programming for $1,199. They said they were erasing the entire computer NOW if I didn't pay up. I did not pay. Computer still working but the threat after I spent 5 months last year hacked- totally erased any trust I ever had in Webroot. Don't let them hold your programs for ransom almost 2k.

Date of experience: March 22, 2024

I have been using webroot for five plus years. When I had an issue I called support. The support tech said that in order for the issue to be fixed I had to pay $165.00. I only wanted them to restart the software to protect my PC, I had already paid for a three year subscription. I believe it is Webroot's tactic to try to charge when all you need is something simple like restart the software. I am very disappointed in Webroot since I have been happy with them for a while. I chose to uninstall the software and I purchased another protection software even thought I had 200 days left on my subscription.

Date of experience: July 26, 2023

The company provides an online tool to submit false positives for investigation, but all the tool does is just says that the file is bad, because that's what the antivirus engine has already determined. There's no indication that anyone is looking at the issue, it just seems to be ignored.

I have submitted a file almost a month ago, multiple vendors have cleared the false positive, but this company seems not to care about the fact that this behavior is harming developers whose reputation relies heavily on sites like VirusTotal.

Update. After contacting the support they have finally responded saying the team has examined the file and they decided to keep the current status. Nevertheless, the file is an open source application that has been around for a long time and Webroot is one of the few companies that still think this file is malicious.

Date of experience: October 17, 2023

Is trying to book nearly 1k from my bank account. I didnt even knew it existed. Stupid Scam.

Date of experience: October 26, 2023

Might as well buy a brick, tie it to your computer, and drop it in a large body of water, because that is essentially the same effect that this software has. A laptop with a 3ghz processor, 32 Gb of ram cant open a web page or even system settings in under 2 minutes because webroot cripples it. push control alt del and you wait three mins to open task manager. Cutting off web access is about the only way to get even a resemblance of control over the machine. In the end i gave up and used my personal PC, and told my boss that if he didn't replace Webroot with software that worked then Id work somewhere else, its that bad (im not even kidding ive registered on several job sites because im sick of this software making an 30min of work take a full 8 hour working day)

Date of experience: October 15, 2023