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:01/08/2025

  Type:Product 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.

  We purchased camera's from this company and received them on July 1st. The camera's were purchased for a customer of ours and we deployed the install on July 17th. After installing the camera's and trying to sign up for the service it immediately declined our customers ****. She attempted multiple times and still would not process her payment. It clearly states on their payment processing portal they accept ****. I reached out to their support team and was advised on July 18th this would be escalated to their "engineering" team. I responded with additional details and allowed 3 days to pass with no communication from their side. I reached back out on July 21st and received this response, "We have escalated your case to the NiView engineers and are awaiting hear back from them." July 22nd they advised their "engineering" department could not find any gateway issues and for the customer to check back in with ****, which at that time they had done several times. They kept proceeding to advise us for the customer to try another card---they tried their other business **** and still had the same issue. July 23rd I asked for another update and they stated again, "**** is supported." July 25th after troubleshooting on our end with multiple different AMEX even from personal employees attempting, we received the same error message. Since then we have asked several times for an update and received the same response that their "engineering" team is looking into this matter, I reached out and advised the customer would like to process a return and was sent an email that the ticket was "closed" and "resolved." Which it was NOT. Now they're ignoring us and not making an attempt to make this right. We deployed the camera system 3 weeks ago and the client has not been able to use her camera's what so ever. The company is completely ignoring us and only replying back with the closed ticket notification now.

  Business Response

  Date: 11/08/2025

  We appreciate the opportunity to address this matter and clarify the sequence of events.

  The order in question (Order #*****) was delivered on July 1, 2025. Following installation on July 17, the customer attempted to activate the subscription service required for remote viewing through the NiView app. The reported issue was an inability to process **************** payments.

  Upon receiving the support request on July 18, our team escalated the case to NiViews engineering department, as payment processing occurs directly through NiViews in-app gateway, which we do not control. NiView confirmed multiple times that **************** is a supported card type, and no gateway outage or block was detected on their end.
  Throughout this process, we continuously coordinated with the customer and provided timely updates after each follow-up with NiView. At no point did we miss an update or ignore their messages. We also recommended that the customer reach out to their bank to investigate possible card restrictions and suggested using a different payment card type to complete activation. These steps were not taken in full by the customer, and they opted to continue only attempting **************** payments, which continued to fail.

  While this appears to be an isolated issue between the card processor and NiViews payment gateway, we acknowledge that the customers cameras have not been usable in the intended way.

  In good faith, we are prepared to accept the return of the cameras for a full refund of $1,349.91 upon receipt and inspection, in accordance with our refund policy, provided the items are in original condition with all accessories included. Should the items have any damages, wear and tear, or excessive scratches, partial refunds may apply.

  We remain committed to resolving this matter promptly and in full cooperation with BBBs process.

  Sincerely,

  ****** *.
  ************************************start="2163" data-end="2166"> Premium Invention
  ****************************

  
  

  Customer Answer

  Date: 11/08/2025

   
  Complaint: 23688072
  
  I am rejecting this response because:

   

  We attempted multiple different AMEX cards which none of them worked. Company states they support ****, but 3 different AMEX, by 3 different card holders did not work. The customer only has an AMEX business card. They stated they would get back with me a week ago and were still working on the case, but since today have not received an update--other than they're still working on it. These cameras have been outside for a month now. We want a guarantee that if they're returned we will be provided a full refund, regardless of condition scratches, etc. They have been outside. We would have handled this much earlier on, but the company kept stating they're working on it multiple times and prolonged this case for a month. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/08/2025

  We understand the customers continued frustration with the **************** payment issue and again emphasize that payment processing is handled directly by ******* in-app payment gateway, which we do not control. Our team coordinated with ******* engineers multiple times, relayed all updates promptly, and provided clear recommendations to contact the issuing bank or try an alternate payment card type. Despite these efforts, the **** issue persisted for the customer.

  We do wish to resolve this matter, but our return and refund process must remain consistent with our published policy (*******************************************************), which is available on our website and applied equally to all customers. As stated, we are prepared to issue a full refund of $1,349.91 upon receipt and inspection, provided the items are in original condition with all accessories included. If there are damages, excessive wear, or scratches that affect resale value, a partial refund may apply. This policy is standard across the industry and is necessary to ensure fairness and quality control for all customers. In addition, we are bending our backs as this customer is already outside of the refund policy and a simple try of a different card and call to their bank could've resolved the issue.

  We cannot guarantee a full refund regardless of condition because the products have now been in use outdoors for approximately a month. That said, we will assess the return in good faith and only make deductions if there is clear evidence of damage or significant wear beyond normal handling.

  Upon receipt and inspection, we will process the applicable refund without delay.
  We believe this is a fair resolution that balances the customers situation with our obligation to uphold consistent business practices.

  Sincerely,
  ****** *.
  ************************************start="2051" data-end="2054"> Premium Invention
  ****************************

  Customer Answer

  Date: 12/08/2025

   
  Complaint: 23688072
  
  I am rejecting this response because:

  We are only outside the return window because your so-called "engineering team" repeatedly failed to provide a resolution, despite multiple follow-ups. Your delays are well documented; each time we reached out, we were told, Were still looking into it, yet no actual progress or updates were ever delivered until your BBB response. This lack of accountability and action clearly demonstrates your inability, or unwillingness to resolve the issue in a timely manner.

  
  Lets be clear: your company claims to accept ****, yet every attempt to process a payment with multiple AMEX cards failed. We verified this directly with ****, who confirmed that no transaction was ever attempted by your company. Weve communicated this multiple times, yet your team continues to deflect responsibility. Whether or not Niview is a third-party processor is irrelevant, you chose to use them, and therefore the failure lies with your business, not ours.

  
  We will return the product. However, uninstalling the equipment will take 24 weeks due to the clients schedule and location. Once returned, we expect a full refund, no exceptions. If not, our legal team is prepared to escalate this immediately. We are giving your company one final opportunity to resolve this matter appropriately, and we strongly advise you take it.

  Sincerely,
  ******* ******

  Business Response

  Date: 13/08/2025

  We respectfully disagree with the customers characterization of our handling of this matter.

  
  Timeline and Communication
  We escalated this issue to NiViews engineering team immediately upon being notified on July 18, 2025.
  Each time we received a status update from NiView, we relayed it to the customer in a timely manner. At no point did we ignore or fail to respond to the customers inquiries.
  The reason the ****** return period lapsed was not due to inaction, but because the customer chose to continue troubleshooting for several weeks rather than initiate a return when the payment issue persisted.

  
  **** Processing Issue
  **************** is listed as a supported payment method by NiView. ******* engineers confirmed there were no system-wide gateway errors at the time.
  We advised the customer to attempt activation using an alternative card type while NiView investigated the **** issue, but the customer declined to use any non-**** card despite multiple suggestions.
  NiView is the sole subscription service and payment gateway provider for this camera model, and as the manufacturers authorized distributor, we are required to work within their infrastructure.

  
  Return and Refund Conditions
  As stated previously, we will accept the return of the cameras and issue a refund of $1,349.91 upon receipt and inspection.
  Per our published policy, refunds are contingent on the items being returned in good working condition with all accessories included. If the items show damage, excessive wear, or missing components, a partial refund may apply.
  We cannot offer an unconditional full refund regardless of condition as this would be inconsistent with our policy and industry standards.

  
  Next Steps
  If the customer requires additional time for uninstallation (24 weeks as indicated), the return can still proceed after that period. The refund will be processed promptly following inspection in accordance with policy.
  We have acted in good faith throughout this process, maintained consistent communication, and provided a reasonable resolution that aligns with our obligations. We remain committed to resolving this matter fairly.

  
  Sincerely,
   Premium Invention
  ****************************

  Customer Answer

  Date: 14/08/2025

   
  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.

   

  We have an appointment to uninstall these cameras on August 28th. We will package and return them the next day. Please advise on how to return the cameras and please email us shipping labels to *********************** Let's get this resolved, so both parties can move on and be done with this matter. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:21/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Premium Invention Security cameras. I have purchased two of there cameras with solar panels. When I first had issues they were amazing. They fixed them and sent them back with in three weeks of getting them the same issues started. They claim I m out of warranty now and on my own. These guys do not stand by their product. Worst customer service ever and worst purchase. I m in the security world and well connected. I will be sure to pass this along.

• Initial Complaint

  Date:18/12/2023

  Type:Customer Service 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.

  I purchased the ******** *** ** Camera in September 2023 for $270. It took four weeks to receive. Once I got it, I followed the setup instructions and mounted the camera It didn't work. It said it was offline. After several attempts to contact customer service (Calling only goes to voicemail with no return call...ever. Chat might get a response but it will be after 9:00pm EST. Email will get you a reply in about 3 days and will only give a solution to one of your many concerns), they told me to recharge my data plan. This is the data plan that the company advertises that you get 100mb free data each month. I never got any free data. They also advertise that it is compatible with a ******* Sim card and data plan. I tried to do that and ******* said the unit was incompatible and they were unable to connect. So I paid $15 for their 2GB data plan and got it to work for 3 days.
  In reference to the power, upon setup, the unit was fully charged and the solar panel kept the charge for one day. It only works during the day if the sun is out. I have fully recharged it twice in a week. Still no improvement with battery life and no use at night.
  I also purchased an SD card per PI's recommendation. The unit has never been able to read the card nor show that it is in the camera. The only way to get previous video content is to purchase a cloud plan which I refuse to do given the horrible experience I have had so far.
  I understand that it has been past the 30 day return period (even though it took 30 days to receive) but I believe the company should take their camera back and give me a refund. But since they are only concerned about taking people's money and not caring about good business etiquette, I highly doubt they will honor my request. Overall a horrible consumer experience.

  Business Response

  Date: 18/12/2023

  Hi *****,

  I would like to sincerely apologize if your ****** is causing you any trouble. We appreciate you taking the time to let us know so we can respond appropriately.
  
  I have verified that the warranty on your camera will remain valid until October 2024. You can arrange for a return by contacting us at [email protected]. Our tech engineer will carefully inspect it, and if a problem is found, we will either fix it or send you a replacement camera. 
  
  In the meantime, I have relayed your comments to our team so that we can continuously enhance our service. 
  
  Thank you and regards,
  Premium Invention Customer Support

  Customer Answer

  Date: 19/12/2023

  
  
  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,
  
  
  
  ***** *****

• Initial Complaint

  Date:04/12/2023

  Type:Product 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.

  I am filling a complaint against Premium Invention in ******.I have been having problems with Premium Invention company right from the start of my order. I am providing a timeline of the communications between the company and myself.I purchased this cameras back in mid August. I am responsible for security cameras at our ******************** Community. We have 100% **** cameras, but based on some advertisements, I decided to give Premium V3 Cameras a test. Their ads stated that their cameras will work with all SIM cards, including ******** When I started testing the cameras, I had to reach out several times to the company because of packaging problems and install problems.I also stated to the company that I have to have ******** Sim support since our club has a contract in place with ******* for camera support. Their emails indicated, yes it will work.Only after a number of weeks did the company tell me that their cameras will NOT work with ******** because their cameras use a GSM Sim card vs *******s CPM Sim card. Once I find that out, I told the company I could not use their cameras and started the return process.I returned the cameras around the middle of August with a cost of $63 to me. They received the cameras 9/16. On 9/25 they told me they declined the return because the cameras were tampered. They originally told me that these were used cameras. I only opened one of the to test. The other one I could not charge, so I did not do any testing.They told me they would send those cameras back to me. However, they are of no use to our organization.

  Business Response

  Date: 04/12/2023

  Dear BBB/Customer,
  
  I appreciate you sharing the most recent comments. We respect any feedback you may have, and we're dedicated to enhancing our procedures constantly to better serve our clients.
  
  I regret any misunderstanding you may have had regarding ********* compatibility. Rather, we offer a SIM card that is compatible with most cellular networks, such as ****, ************************* ******* ****, etc.. and is optimized for our security cameras, ensuring consistent and dependable performance.
  Additionally, the cost of returns will be borne by the consumers, and they may be eligible for a full or partial refund by our website's comprehensive refund policies. Additionally, a chargeback was reported to the customer's bank, and we are handling it appropriately. 
  
  Do you have any other questions or worries? Please use our customer support number or email and we will do our best to serve you. 
  
  Regards and thanks again,
  Premium Invention Customer Support

  Customer Answer

  Date: 05/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The Premium Company still engaged in False Advertising and because of their misleading documentation, I purchased two cameras in good faith.

  It was only after a month of going back and forth with this company did they tell me, their advertising was misleading and that I could NOT use the ******* sim cards.  I had specifically told this company that I HAD to use ******* sim cards because our association has a contract with ******* for all cell services.

  Ok, I can understand why they are rejecting the refund of the shipping charges.  But they still have NOT refunded my charges for those two cameras.

  That is what they need to do now.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/12/2023

  Hi, I apologize for the confusion. Every order includes a complimentary SIM card which will work for the following carriers ********* **** & ********* this SIM card is optimized for our security cameras, ensuring consistent and dependable performance. Please contact ******************************** to speak with us directly for more assistance with your refund request. It would be wonderful to speak with you. 

  Customer Answer

  Date: 05/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  All I really want from your company is a total refund for the two cameras I sent back to you.
  Thats all...   That is the same protocol that ANY company does when merchandise that is not working up to standards is returned.

  Your initial response saying that  your return team decided that my returned products were not in proper condition.  One of them was NEVER opened

  and the other one, I did open and use until I found out I could not use those cameras with ********.

  I think it should be a very simple matter to just refund my money for the 2 cameras that I could never use.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/12/2023

  We've brought your matter to the attention of our management team. Nevertheless, our management is willing to extend a courtesy refund based on the condition of the returned cameras. ********************* and our team are now coordinating the reimbursement/refund procedure.Thank you.

  Customer Answer

  Date: 06/12/2023

  
  Complaint: ********
  
  I am rejecting this response because the one camera I received was already opened.  Therefore when I returned it, It appeared to be damaged.

  I am happy that the company is willing to refund me.  However, $100 deducted from a refund from each camera is too much.  Id be willing to accept

  $100 taken off one camera and the other totally refunded.

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 17/01/2024

  The customer and we have reached an agreement for a partial refund, meeting halfway on the resolution process.
  Feel free to let me know if you need further assistance or clarification.

  Customer Answer

  Date: 18/01/2024

  
  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.

  Even though I have accepted their resolution, it still does not meet the original refund.  Their claim that the returned goods were damage were not accurate.  One camera as they themselves documented was used. I could not get it to charge, therefore, I just put it back in the box.  Screws were already missing from this camera before I opened it.

  There is still an issue about their false advertising which they have never addressed.  I  guess I need to follow them up through another channel (ie YELP)  But

  in terms of this complaint it can be closed., but I want my comments above to remain, if I ever need to reopen this

   

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Purchased camera, hit with $50 customs invoice, first red flag. Build quality poor. Primarily camera does not work at all with provided SIM card following exact instructions. App is extremely poorly made. Online searches indicate multiple problems with App including unauthorized access to video feed, indicating major security vulnerabilities with the App. Return was requested and a return address was given. I dropped off the camera to the address within 4 weeks of receiving the return address. Vendor decided to unilaterally send back to the package to me after 2 weeks without any prior communication, and claimed that they had fixed the product. Vendor now is refusing a refund.Vendor appears highly unreputable, with extensive negative online reviews, and upon a deeper look, are probably misrepresenting their product on their website.

  Business Response

  Date: 08/11/2023

  Good day,
  
  The camera was  returned to the customer following an inspection and repair process. Originally, when the return request was initiated, it was for the purpose of having our technical engineers assess the camera's condition and repair it to return it back. Furthermore, the return request falls outside of the 30-day refund window. It was delivered to the customer on September 19th and he returned it on October 21st. According to our refund policy, a full refund can be issued if the product is returned within 30 days and received in its original condition. *******************************************************

• Initial Complaint

  Date:12/07/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Bought 5 ** cameras. None will work, constant searching. I can’t get them to sign on to view events. Called and emailed customer support, no help. Only answer was to sell me more product. Took days for a reply if you got one. Worst purchase I have made in years. They are brand new and useless. No refunds, no help, no nothing from this company.

  Business Response

  Date: 04/08/2023

  Good day,
  
  In this particular case, the customer has placed an order for ** cameras, which require a SIM card for internet connectivity. However, it appears that the issue lies not with the cameras themselves but rather with the signal strength in the customer's location. We have diligently communicated to the customer that the problem is related to his signal, and to address this concern, we have proposed some alternative solutions.
  
  One of the options we suggested is the purchase of a ** router, which has the potential to significantly improve the connectivity for his camera setup. Additionally, we proposed the option of using WiFi units instead, allowing him to connect the cameras through WiFi if available in his location.
  
  Recognizing the customer's disappointment, we have taken the initiative to offer a generous discount as a gesture of goodwill, given that a refund is no longer possible beyond our standard 30-day return policy. It's important to note that our return and refund policy allows for returns and refunds within 30 days from the date of the customer receiving the cameras.

  We remain committed to providing the best possible support and solutions, and we sincerely hope that one of the suggested alternatives will resolve the connectivity issue to the customer's satisfaction.
  
  Regards,
  Premium Invention

  Customer Answer

  Date: 04/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  your solution is for me to buy five more Wi-Fi units. Why would I buy five more products from you when my original ** units don’t work. If they don’t work, then why do I get emails all day long saying somebody or some thing as walked in front of the camera, however, I cannot connect to the camera because the camera won’t allow me to view the person trespassing. I get the alert from the camera it just won’t allow me to view the event.  “Times 5 cameras you sold me”
  
  I do have WiFi here however, I can’t buy five more cameras after the five I bought already are new and won’t work.
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 08/08/2023

  We genuinely appreciate your response, and we'd like to address your concerns with utmost respect.
  
  Regrettably, altering the signal strength of the ** cellular reception in your area is beyond our capabilities. However, we're more than willing to offer you WiFi cameras at a substantially discounted rate. Additionally, you could consider investing in a ** router, which has the potential to capture signals from much farther distances and then transmit that signal to the cameras.
  
  While we understand your situation, as the time period for refunds falls beyond our 30-day policy, we're unable to process a refund. Nevertheless, our managers have decided to extend a substantial credit for the WiFi cameras. Before proceeding, we recommend experimenting with a ** router to gauge the signal strength in your area.
  
  If you have any specific suggestions on how we can assist you further, please feel free to share. We're here to explore possible solutions together.

• Initial Complaint

  Date:02/05/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 bought the camera due to a recent break in and needed it urgently. On their website they promised it would arrive in 3-5 business days. Camera was needed within that time frame and it arrived 6 weeks later after it was shipped from ***** and not ****** where the company is based at. By then I had already bought a few cameras due to the long wait. As soon as it arrived I paid for a shipping label with tracking and sent it straight back without opening the packaging. They promise 4 business days on the website to give a refund. It took them 2 weeks to issue a refund of $176. I paid $249.99 for the camera. Their excuse is that customs charges them $72. If thats the case then why do they force people to send it back to ****** and not ***** where theyre shipping their cameras from? Because its a scam to steal money from people and I know full well that customs does not charge $73 to allow a package to go through **** Were part of the North ******** Free Trade agreement and these scam artist just find ways to steal back from the refund because you returned their incompetent product. I chose not to keep the camera after the long wait and failed promises from this company and how other people reported having camera issues after a year, I decided not to waste my time and to spend the additional money on real quality cameras like the ring company provides.

  Business Response

  Date: 03/05/2023

  Good day,
  
  We are writing in response to the complaint filed by a customer regarding their refund for a camera purchase. We understand the customer's frustration with the delay in shipping and subsequent return of the product.
  
  As stated in our refund policy, shipping fees are non-refundable, including any additional fees that *** apply, such as customs fees. We understand that the customer *** not agree with this policy, but it is clearly stated on our website *******************************************************.
  
  Regarding the delay in shipping, we apologize for any inconvenience this *** have caused. We strive to provide accurate delivery estimates, but unfortunately, in some cases, unforeseen circumstances can cause delays. We also acknowledge that the customer *** have purchased alternative cameras while waiting for their order to arrive, and we regret any inconvenience this *** have caused.
  
  In regards to the customer's comment about customs fees, we assure you that we do not profit from any fees charged by customs. These fees are determined by the importing country and are not within our control. We require returns to be sent to our ******** address to ensure that returns are processed quickly and efficiently.
  
  We appreciate the customer's decision to not keep the camera, and we have issued a refund in accordance with our policy. We hope that this resolution is satisfactory for the customer.
  
  Thank you for the opportunity to respond to this complaint and clarify our policies and procedures.
  
  Regards,
  Premium Invention

• Initial Complaint

  Date:04/04/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Purchased the product over 4 months ago. They offer express shipping and 30-day money-back guarantee. The product did not arrive for 3 weeks and only after I requested a cancellation. The product did not work from day one. They claimed that I lost the *** card and the info***tion states we need to provide our own sim card. We did provide a sim card. We are a video security company installing thousand of video cameras since ****. We have degreed engineers and licensed technicians on our staff. Our engineers and technicians spent tens of hours on telephone and email discussions in an effort to make this work. The product is without question defective. I told them I wanted an *** number to return the faulty product and they will not provide one. A bad product and a worse company.

  Business Response

  Date: 09/04/2023

  Hi *****, thanks for taking the time to write to us. We understand how you feel and would love to better assist you. We're sad to see, however, that you already filed for a chargeback with your bank. With an active payment dispute, kindly note that we won't be able to issue a refund from our end.
  
  On another note, we reviewed our inbox and it looks like we did not receive a reply from you when we offered help on the 27th of January. Please allow someone from our support team to contact you so we can get your issue addressed.

• Initial Complaint

  Date:21/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 bought a camera last year from this business, the camera, one day stoped working, then, They ask me to buy a new set of batteries when the product was under warranty, I did accept to pay for them, but the issue stilled happening few days after got the new batteries, They asked me to do a lot of maneuvers with the device, that didn't work, after couples moth They ask me to send the camera back to ******, I had to pay the shipping for something that didn't work, However, I went to buy them another camera because I really need it, Got the new one and the camera gave me the same problem, now Im trying to get responses, and they don't do anything about it, They did not accept the package from *** with the previous camera, at this point I feel cheated by that company. There is no place on internet where I can post my complaint.

  Business Response

  Date: 08/03/2023

  Good day,
  
  Thank you for bringing this matter to our attention.
  
  We would like to inform you that we have escalated the concern to our management.
  
  Please be assured that we take our customer's feedback seriously and we are committed to finding a satisfactory resolution to this issue. We value our customer's satisfaction and strive to ensure that all our customers have a positive experience with our company.
  
  We will be in touch as soon as possible to provide an update on the resolution for this matter.
  
  Best,
  Premium Invention Support

• Initial Complaint

  Date:02/02/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 have been dealing with problems with the Premium Invention wireless cameras since 2021. First the cameras would not work off of our WiFi. So we upgraded our Wifi with ********. Stronger signal, but the cameras still didnt work. In going thru this process when we opened the boxes one of the cameras was defective. The spring holder for the back up batteries was too short to hole the battery in. Went back and forth several times with teck support, sent them pictures and they agreed something was wrong with the cameras. Then silence, wont respond to my questions about "how are you going to fix this". I am stuck with two new cameras that dont work and no one from Premium Invention returns calls or emails.