Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/03/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was shipped a product that was damaged. A support *** named ******* told me they are deeming it dead on arrival, however they are not allowing me to return it for a refund, only for a ***lacement. They linked their return policy which mentions nothing about what happens when a product is dead on arrival.

  Business Response

  Date: 11/03/2025

  Your refurbished unit was sold as final sale, meaning it isnt eligible for a return or refund. This was stated clearly in multiple places, including right below the price and product name on the product page, as well as in our Return Policy. However, we fully cover replacements for DOA (dead on arrival) cases, including shipping both ways, to make sure you get a working product without extra cost.
  
  
  From the moment you reached out, we responded quickly, looked into the issue, and offered you a free replacement. This would have made sure you got a fully working unit, at no extra charge. While we understand you would have preferred a refund, our warranty for refurbished items is replacement-only, which was clearly shown before you made your purchase.
  
  
  Weve done everything we can to offer a fair solution by covering a replacement at no cost, but you decided not to go with that option. We understand your frustration, but the purchase was not eligible for a return or refund, and the policy was made clear at the time of purchase.

  Customer Answer

  Date: 12/03/2025

   
  Complaint: 23045493
  
  I am rejecting this response because:
  
  The product page states "What does refurbished mean? All Refurbished items are tested for functionalities and defects. This unit comes with 12 Months Warranty."
  
  The returns/warranty page states "We offer return labels only for dead-on-arrival (DOA) units if customers contact us within 7 days of delivery."
  
  The word "return" is mentioned more than any instance of "exchange" or "replace". I don't know a single store that uses the word "return" while not actually offering money back.
  
  It feels intentionally misleading. They state "final sale" on the product page but immediately counter it on that same page with a box that says they have a warranty.
  
  Sincerely,
  
  Night ********

  Business Response

  Date: 14/03/2025

  We are been more than reasonable and accommodating, as clearly stated in emails as well as the reply here. We will not be replying more to this.

  Customer Answer

  Date: 18/03/2025

   
  Complaint: 23045493
  
  I am rejecting this response because
  
  I paid for a product. The website doesn't say I'm purchasing a broken product. It says refurbished, which should mean refurbished.
  
  Instead I received something that was not packaged with care. While in transit, the refurbished status went to broken status.
  
  Therefore, I did not get what I ordered and the warranty does not apply.
  
  Sincerely,
  
  Night ********

• Initial Complaint

  Date:15/08/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early June this year, I purchased a Viofo A229 dash cam from BlackboxMyCar, and had it professionally installed in my vehicle, which had recently passed a multi-point inspection. A few weeks later, my vehicle began alerting me to severe electrical and battery issues. After a service center inspection, the technician showed me data that clearly evidenced the electrical draw of the camera was way above the acceptable limit for the vehicle.The core issue is BlackboxMyCar's failure to provide critical compatibility information on the product page. Although they admitted in our email exchange that this incompatibility is a known issue, they did not mention it during the purchasing process. Instead, the information was buried on a separate page, which I was never directed to. This omission directly led to the damage to my vehicle, and the dysfunction of the product. When I contacted BlackboxMyCar for resolution, they avoided explaining why this critical information was omitted from the product page, where it should have been clearly accessible. Instead, they deflected responsibility onto me, claiming it was my duty to do research when they did not include compatibility issues in the product information. They also attempted to shift blame onto my ****************** for charging for the repairs, which is irrelevant to the core issue of their product's incompatibility problem.The solutions they offereddisabling the parking mode, a key dash cam feature, or purchasing an additional $300 battery pack from them do not resolve the issue of ensuring full functionality without causing damage. I am requesting a 50% refund as the solution they provide renders half of the dash cams functionality useless.

  Business Response

  Date: 19/08/2024

  Hi *********, we've mentioned in our email correspondences and the trail of negative reviews that you have left, the issue you have faced is related to the specific electrical sensitivities of *** vehicles when adding third-party accessories.

  We regularly publish blog posts and guides about *** installations and the precautions to take when installing aftermarket products. See here: **********************************************************************************

  We do everything we can to make this information easily accessible, so our customers can make informed decisions. Its important to note that with thousands of vehicle makes, models, and years, it would be unreasonable to list specific compatibility details for every dash cam on each vehicle on our product pages. This is why we provide extensive resources and encourage customers to reach out to us if they have any questions or concerns before making a purchase.

  Unfortunately, in this case, you did not consult these resources or reach out to us for guidance before purchasing or installing the dash cam, nor before visiting your dealership. Had you done so, we could have advised you on the best course of action and helped you avoid the service fees you incurred.We provided several solutions to resolve the issue, such as adjusting the voltage cutoff, disabling parking mode, and recommending a battery packproven methods that have helped many *** owners.

  At BlackboxMyCar, we are committed to supporting our customers, but its also essential for customers to understand their vehicle and the implications of installing third-party accessories. We encourage anyone with questions to use our resources or contact us directly to ensure a smooth installation experience. We're always available via email, phone call or live chat and we're here to help.

  Customer Answer

  Date: 19/08/2024

   
  Complaint: 22144216
  
  I am rejecting this response because:
  Unfortunately, throughout our email exchanges, including your latest response, your party has consistently avoided providing a sufficient explanation as to why critical information, such as compatibility, was not mentioned on your product page. It is unreasonable to expect customers to search through every section of your website, looking for a buried webpage, and to make all active inquiries for such essential information. Compatibility, due to its indisputable relevance to the product, should have been on the product page in the first place, as it would undoubtedly impact purchasing decisions. Given these facts, your statement that We do everything we can to make this information easily accessible is frankly laughable.
  
  Arguing that there are thousands of vehicle makes, modelsit would be unreasonable to list specific compatibility details for every dash cam on each vehicle is a deliberate distortion of a reasonable request. The responsibility and due diligence of the seller are to list known and significant incompatibilities between a specific product and the vehicles it serves. This is a basic requirement that you failed to uphold.
  
  None of the multiple solutions you repeatedly mention can guarantee the full functionality of the product, which is my most basic request. To clarify, the incompatibility should have been clearly stated in the product information. Your partys omissionwhether intentional or unintentionalof this critical information throughout the purchasing process constitutes deceptive trade practices and directly resulted in the service costs I incurred and the products defective functionality.
  
  Furthermore, stating in your last email that these are the only options and further replies on this subject may be ignored is not only extremely unprofessional but also dismissive of the legitimate concerns raiseda ***** contrast to your partys claim of being committed to supporting our customers. Due to this dismissive response, I am compelled to seek assistance from third parties.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 20/08/2024

  Hello, you can refer to our previous reply as well as our replies to reviews you've posted elsewhere for more information. This will be our last reply here, thank you. 

  Customer Answer

  Date: 20/08/2024

   
  Complaint: 22144216
  
  I am rejecting this response because:

  You can refer to my previous response outlining my reasonable request for compensation, which also highlights the ongoing issues with your omission of critical product information and the deflection of responsibility onto the customer. Your dismissive response and inability to resolve the issue further evidence the problem. If not resolved properly, this matter will not end here and will involve more parties scrutinizing your business conduct.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/07/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company offer item on sale. I purchased item from website, received order confirmation email, was charged through ******, then received an email cancelling the order from the seller because they mistakenly had the "wrong price" on their website. They are either falsely advertising or it was a bait and switch. At a minimum, I want the refund that they said they issued, that I didn't get, and at most I'd like them to honor the advertised sale price.

  Business Response

  Date: 21/07/2023

  Hello, this was a legitimate pricing error by our team. We listed the incorrect pricing and, unfortunately, this person placed the order for the product. Upon realization, we immediately cancelled and refunded the customer in full, and provided a discount towards a future purchase.

  This was not false advertising or a bait or switch despite the person's desperate attempts to paint it as such.

  Customer Answer

  Date: 21/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: the never received the refund. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 21/07/2023

  Our extension of the olive branch to apologize and offer a discount is something we're doing to address the issue. There are no other rectifications on our part that needs to be made here given our previous remarks that this was a pricing error on our website, we immediately changed corrected the mistake once we were made aware, cancelled and refunded the customer's order, and offered the discount as an apology. Further responses will not be addressed here. 

  Customer Answer

  Date: 21/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************