ComplaintsforLorex Technology inc

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased their Lorex 2K 1TB NVR System with Outdoor Battery Security Cameras and two sets of Solar Panel for Battery-Operated Cameras that were supposed to work with this unit. I also purchased extended warranty for the unit and the solar Panels for the cameras. I purchased it in 12/11/2023 I received it on 12/22/2023. We only used one camera at a time and out in same place at first. Had them set to basic settings. Plugged into solar panel and on each camera & it drained battery in 24 hours or less and continued to beep as drained. Then without solar panel we got longer battery life but 2-5 days battery life. One camera started to fogged up from inside. We placed all cameras in a gazebo that is covered and protected from rain. Solar panel installed on outside and in direct sunlight in morning and afternoon. Then put each camera in house where it got no activity & it drained in 5 days with nothing setting events. Put one outside in another area and it didn’t get more then 5 days with less then 10 events and not more then 10 second recording. It’s stated in add that it should last 2-3 months with 10-15 events no more then 10 second recording. They sent new cameras and we still get horrible battery life and batteries still drain in 24 hours or less connected to solar panel. I’ve had many calls and many hours of calls with them to fix this. They decided for me to return all products for a refund. Yet, when I ask for confirmation that I’ll get 100% of my purchase price I spent three hours plus in two days to be told they can’t send that to me. I got an email today saying I’ll get 100% if I return it with their labels they sent and everything returned and in perfect condition. If not in perfect condition I won’t get 100% back. They are used & defective thus not in perfect condition. I’ve yet to get email w/o stipulation. Conflicting responses & blaming me & tossing me to every department has been their problem since this started in my first review & complaint in 1/2024

  

  Business response

  06/03/2024

  Unfortunately, the Refund can only be processed within 10 days after we receive our merchandize back.  Please note this offer to take back the product for full refund 3 months after purchase, is valid for one month after which it will be rescinded.  Thank you!

  Customer response

  06/03/2024

  
  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.
  They also sent email stating the refund will be in full. I want it on record that I didn’t ask for them to take it back but they decided in warranty to have it returned and to send me my refund. So they are not doing me a favor by extending the return time. The product hasn’t worked since I originally received it in December 22, 2023 and have been working on this since January 2024. According to this I’ll receive refund 100% 10 days from when they receive it. I look forward to seeing if that happens.
  Sincerely,
  
  ********** *******

• Initial Complaint

  27/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  After many years of good performance from a Lorex Camera System, I decided it was time to upgrade and called a sales rep at Lorex. We looked at a system (*************) and discussed details. As my planned install would include a POE switch to connect all cameras, and then route a gigabit cable to a secure location for the recorder to protect it in the case of home invasion, we agreed this was a good choice as the website clearly states (*** ******** ********) "What is the included PoE switch for?" " This is why a PoE switch has been included in this system.". I also ordered 4 additional cameras and a doorbell camera as well order number ********). Once it arrived, I discussed the install with my installer (professional electrician) and after mounting the basic cameras, he informed me there was no POE switch in the shipment. I spent 20 minutes debating with a Lorex support person, who continually denied the website says that, and after asking for a manager no less than a dozen times, he finally transferred me to one. The manager immediately defended their position, and I read the website to him verbatim 3 times. FINALLY, he said he was going to "send the matter to corporate" to see what they will do, if anything. He offered to let me return the system, which, as long as they paid the labor for both the install ($800 to date) and uninstall ($800), I would agree with, which he declined, sating those, and the shipping, would all be at my expense. I did not demand they provide me a 32 channel recorder and a switch as well, I only want what the sales rep told me I was getting, the 16 port POE switch as it is clearly being included IN WRITING on their website.

  

  Business response

  04/03/2024

  Hi There

  We're sorry to hear this.

  This customer was already informed by our support team that the PoE switch was not essential with the 16 channel system he purchased.

  We did acknowledge what he saw when deciding to go with that particular system, was a misprint.   We also let him know that we were going to honor what was advertised!  The PoE Switch was delivered by *** (********************) on March 1st.

  We apologize for the inconvenience.

  Thanks and Regards

  LOREX HEAD OFFICE

  Customer response

  04/03/2024

  
  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. After reviewing their response,  they are also lying about their actions.  The POE switch did arrive at my home,totally unexpected.  At no time during my communication with their sales rep, nor with  HIS MANAGER,  nor anytime thereafter, was I informed they were sending the missing part out.  In fact, I was told many many times it was NOT going the be sent out, regardless of what their website said. regardless of their statements about it not being included, it clearly was.  I am not impressed with their dishonest and deceptive approach to the entire situation,  and definitely will not applaud them for doing what they had in writing on their website, especially after the horrible treatment I received when calling. 

  If the system was not already half installed, It would be taken out and replaced with a company who actually has and displays integrity and honesty with its customers.  Furthermore, outside of warranty repairs if required, this will end our relationship, and most certainly will prevent me from ever referring them to any of my clients,friends,or relatives.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  20/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I went to the Lorex website around 10:30 am to research security cameras. They have a section for building a custom bundle. I spent two hours building the correct bundle, reading descriptions of various items and even using the online chat to get questions answered. Each item had a price. I made my decision based upon the features and price of each item. I added each item to the package. There was a total price. I then clicked the Next button and it asked for my email address to save my quote. It then took me to the checkout screen where the price was approximately 30% higher than the price of the bundled package I created. When I tried to start over, the prices were all higher. I called and spoke with a sales manager who said that it was part of a promotion which expired the day before, but the "web team" didn't update the prices. I do not believe they can list prices and have customers add items to a package with those prices, just to then increase the prices on the last page. I believe it is illegal to list promotional pricing but not honor it at checkout. I asked for them to honor the prices which were listed on the site and they refused.

  

  Business response

  26/02/2024

  Hi there

  We're sorry to hear this. 
  

  This request has been approved!  This customer is advised to go ahead and place the order according to the configuration in Draft #*******, **** ** ***** ** ******** ********.  Send us the order number and we will refund $250 to the credit card.
  
  Thank and Regards
  
  LOREX HEAD OFFICE.

  Customer response

  26/02/2024

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

  The prices in your response are not correct.  Those ate the process that were on your website for the two hours I spent crafting the order.  The total for those items was less than $760.  So the total above $900 is not the total that I had when I went to check out.  I would like the prices to be what they were when I created the order, not the higher prices which were listed after I created the order.  Please check your logs and see what the prices were for each of those items on the morning of February 20.  According to your sales manager, the prices increased that day after I started my order.  He said it was a President's Day sale.  The prices were valid while I was creating the order, but then, after I got the checkout button, the prices went way up.

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

  

  Business response

  04/03/2024

  Hello

  There current price of those components has fallen from $974.96 to $924.95.  After the $250 discount the cost of the system will be $674.95.

  That is the best we can do.

  Please let us know when the order is placed.

  Thanks and regards

  LOREX HEAD OFFICE

  Customer response

  15/03/2024

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

  I would like to accept this response; however, I have contacted Lorex multiple times to ask how I get the $250 refund and no one is willing to give it to me because they need a name of someone at Lorex who approved this.  Is it possible for someone to call me so I can place the order and get the $250 refund at the same time?
  

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

  

  Business response

  19/03/2024

  Hi There

  This Customer is advised to place the order ASAP for $924.95 before the price fluctuates; send us the order number through the BBB;  and $250 will be refunded to the credit card.

  This is the guarantee!  There is absolutely no need to contact our support team in this regard.

  Thank you.

  LOREX HEAD OFFICE

  Customer response

  27/03/2024

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

  I'm not actually rejecting.  I placed the order.  Order number *********.  Please refund the $250.  Once that happens, I will accept this as satisfied.

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

  

  Business response

  02/04/2024

  $250 has been refunded today and an email notification of the transaction has been sent to this customer.

  Thanks and Regards

  LOREX HEAD OFFICE

  Customer response

  04/04/2024

  
  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.
  
  Sincerely,
  
  *** **********

• Initial Complaint

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My order number # ******** I bought a camera system that included a recorder, and 8 cameras with 1TB on January 02, 2024. I paid $402.79 including taxes. A week ago I received a box from ***. The box had a recorder (DVR 1 TB). I waited a couple of days for the additional equipment (8 cameras with wires) would be delivered, but unfortunately, they were not delivered. I contacted *** a file a claim for the lost package. *** representative stated it would be investigated and someone would update me on the findings. I never received an update from ***. I contacted LOREX and advised them I never received the cameras. The representative advised it would be investigated and a refund or ship the missing items. On 2/7/2024 I called LOREX representative for an update. The representative advised that the case is closed. LOREX contacted *** and the merchandise was delivered. It appeared that if I did not get in touch with LOREX I would never know the findings. LOREX and *** handled the claim carelessly and failed to inform the customer of the outcome and solutions. I want LOREX or *** to send the missing cameras or issue a refund. I prefer to have the equipment replaced. I would like an apology for wrongly handling the claim. It appears that I have to replace LOREX equipment every four years. Cameras do not last longer than four years based on my experience.

  

  Business response

  22/02/2024

  Hi There

  We're sorry to hear this.

  Failed to be mentioned is the fact that we provided this customer with both PODs from *** for the two boxes that were delivered on the same day. One box weighing 7 lbs contained the recorder while the other one weighing 18 lbs contained the 8 cameras.  All of this was communicated very clearly to the customer in ticket ******. 

  *** has also sent us the GPS coordinates which further proves the delivery occurred at the correct address.  (Attached are 3 PODs)
  

  Thanks and regards

  LOREX HEAD OFFICE

   

   

• Initial Complaint

  31/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The functionality of the Lorex NVR system is currently compromised, with cameras experiencing prolonged disconnections followed by random reconnections. The NVR fails to record consistently, with cameras intermittently operational for only a few hours before extended periods of downtime lasting days. Upon reaching out to Lorex, I encountered a situation where they provided evasive responses and attempted to divert my concerns by assigning various investigative tasks, resulting in a lack of direct assistance.

  

  Business response

  21/02/2024

  Hi There

  We're sorry to hear this.

  The system was purchased almost a year ago in April of 2023.  Refund unfortunately is out of the question!

  During the first interaction with Tech Support, troubleshooting was performed to address the issue which included a Factory Reset of the NVR. The customer was advised to monitor the system and call back if the issue persisted.  On the second interaction our agent advised the customer to check if the power adapter is plugged in directly to a wall outlet and to check the light indicators on the NVR but the customer said he did not have access to the room where the NVR was located.  On the third interaction, the customer was not onsite and was unwilling to provide information, and demanded to talk to a supervisor. The supervisor called but now the customer decided he was going to file a BBB complaint instead.  Our Tier 3 Team at Head office took over the case but regrettably the customer refused to troubleshoot.  In the absence of any troubleshooting our T3 Team decided  to replaced the NVR in the hope it was the problem.  The customer agreed to this decision and requested for a 100 ft cables to be sent to him. We shipped him a new replacement recorder and a no charge 100 foot cable (tracking # ****************** delivered Feb 3rd)  

  We trust the system is now up an running or if not, we request the customer be prepared to go through the troubleshooting process and call Tech Support or let the BBB know and we will have TS call him. 

  Thanks & Regards

  LOREX HEAD OFFICE

• Initial Complaint

  25/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2K door bell camera directly from Lorex in November 2023. I had problems with powering up the unit . It is a hard wire type. I contacted Lorex technical support and went through all the trouble shooting procedure and it did not work. I was told to buy a 16v-24v transformer and that did not power up the unit. I sent them pictures. Then I was told to get 1.5 amps 24v-40v transformer. Lorex Tech. sent picture of the 24v-40v I needed to get. The unit still didn't power up with the new transformer. I sent them pictures. Now they say they're too much power and I need to reduce power. I told Tech support I am not an Electrician and I'm not going to alter the transformer and that could lead to a FIRE. I have done Everything Tech support has asked. I would like a replacement Door Bell Camera.My Order# ********. Model# ********. I have a 8 camera system from Lorex Bought at ****** and I installed it myself and it works great. My BIGGEST REGRET IS PURCHASING DIRECTLY FROM LOREX. I have kept all email correspondence from Lorex. I would Greatly appriciate any Help you can Give. Thank you, *********

  

  Business response

  07/02/2024

  Hi There
  
  We are sorry to hear this.
  
  The issue this customer had with the Lorex  Doorbell Camera had nothing to do with the camera but rather with the electrical component (transformer) in his home that was malfunctioning.
  
  This was determined by our Technician after troubleshooting.
  
  The purchase was made in October of 23. Refund is usually within 30 days.  However, on January 26th we emailed this customer a prepaid *** mailing label
  
  to return the product for a full refund.  
  
  Thanks and Regards
  
  LOREX HEAD OFFICE

  Customer response

  08/02/2024

  
  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.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  19/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  11/07/2023 I purchased an NVR that was the recommended model for the security camera I purchased, according to the sales person at Lorex. After receiving the items and spending hours with technicians I was told that it was my internet provider’s issue as to why the device would not work properly. After contacting my internet company and paying a fee to them I was made aware that Lorex gave me incorrect information. I called them back and was then told that in actuality the device they sold me was not compatible with my camera and I should return it for a refund and purchase a different device. Which I did. The NVR was returned and received by Lorex on 11/21/23 which they acknowledged in every one of the phone calls I’ve made looking for my refund for the device. I have the *** receipt with tracking information. They keep coming up with excuses as to why I have not received my refund. On 12/15/2023 I called again (4th time) looking for my refund and was told that an inquiry was being initiated. I later received the first email from Lorex in regards to this issue stating they expected to receive the camera I ordered in the return as well and that was why I had not received a refund for the other item. ( makes no sense) I replied to the email stating that I never had any intention of returning the camera and only needed the refund for the NVR. On 12/19/23, after no follow up from Lorex, I called again to check the status. I spoke with 2 different representatives who both spoke in circles as to why I haven’t received my refund and stated that they had no control over it and when asked why they were tasked with handling the calls they had no answer. I am only disputing the original returned NVR and want my refund if $332.49 + NYS tax = $359.95

  Customer response

  04/01/2024

  This is to inform you that while I have found Lorex to be a horrible company with regard to customer service and technical support they have, finally, given me my refund. Please consider my situation resolved.
  Thank you.
  
  ********* *******

• Initial Complaint

  24/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a lorex door bell video camera, and chime. This was purchased directly from Lorex Ontario. It never operated as the company description states. The external white chime box never operated correctly. The camera system never generated notifications, that would allow me to speak to the person(s) at the door. It would only provide notifications when the app was on, and when I pressed the accept green button it would bomb out, saying "uh oh, something went wrong,"and would require a complete reboot of the lorex app. From 9/2021 thru 11/6/2023, I contacted lorex tech support, who assisted me with resetting the unit. Replacing my house bell transformer, and re wiring the white chime box supplied with the camera. In fact, the manual shown chime box hookup was wrong, so I set it up in series with the camera as directed. After three years of calls, experiments, they agreed that the video unit was probably bad, but since it's out of its one year warrantee, it cannot be replaced. Keep in mind, they had me on calls, where they come out stating that they knew they had software updates in progress, but it never materialized. I bring this to the BBB attention , as you rate them as an A+ company, but that's not what I have found. I have a lorex NVR system which works most of the time, but is not intuitive when setting it up. Their techs do not always speak English clearly, and they take excessively long time in experimentation. I wanted you to know about my experience, and lack of understanding when there are no other explanation but that their product is the problem. Please see if you can work towards getting me a replacement unit, as they know based on what's happening.

  

  Business response

  05/12/2023

  Hi there

  We're sorry to hear this!

  The product was sold in May of 2021 with a one year warranty.

  It is now two and a half years later and way past the warranty period!  However, we are willing to replace it with a brand new unit  at 50% off our online selling price with a one year warranty.

  https://*****************************************************************************************************************************

  Please advise and we will have a Rep call this customer for his credit card information.

  Thanks and Regards

  LOREX HEAD OFFICE

  Customer response

  18/12/2023

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

  I have had a problem with the lorex door bell unit from the very beginning. Please reference all the telecoms I had with there technical people, with case numbers from May 21 through last month of '23.

  I have reset the unit about 4 times, rewired the bell chime circuit, and have changed the chime transformer as requested.  All this has not corrected the chime not working, or the most important problem being, it doest not notify me when a person is at the door. And when the app is running, it does, but when I press the green button in the notice, it looses the video and access with the person at the door. It presents a note, oops something went wrong, and disconnects me completely for 5_10 minutes.  

  It's not  good product, the technical team John told me it needs new software, but have seen it.

  I have tried emailing, and calling the sales manager, who never has returned my attempts to contact him.

  So, based on the fact that over three years I have had their product, and I have kept trying to get help, and nothing has worked, so why would I buy another unit at a 50% discount.

  Not very good product or technical support!!

  ****** ********

   

   

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

• Initial Complaint

  16/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a complete home video surveillance system from lorex. At the time ordering there product on August 7 I expanded that product must be delivered by Friday August 11 do to having new siding installed on my home and all the wires were to be behind the new siding. LOREX rep explained that the product would be at my door by Friday august 11 and he guaranteed the delivery for Friday August 11. I did not receive the product till Aug 16 which cost me a small fortune as I had to call thr contractors back out to remove the top two layers of NEW siding to be able to put the wires behind the siding and have all the square holes cut for the cameras to be mounted. This cost me $250.00 more out of my pocket due to lorex unable to fulfill there reps guarantee. Now with that said they only sent me the cameras and now the wait began again waiting for the NVR to arrive as it was now not even in Canada. I complained to lorex via the sales line as no other number was available, during this call the rep said he will bring it up during there morning meeting. We'll the sent me a refund of %5 = $37.50. This was a slap in the face to me...I am including the email that I sent lorex that I HAVE NEVER RECEIVED A RESPONSE FROM.

  

  Business response

  24/11/2023

  Hi There

  We are sorry to hear this.

  For a fee we do offer preferred shipping options as follows:

  Expedited Shipping takes up to 5 business days within the United States or Canada.
  *** 2nd Day Air Orders sent before 11am EST- same day shipment, delivery within 2 business days.
  *** 3 Day Select Orders sent before 11am EST- same day shipment, delivery within 3 business days.
  *** Next Day Air Saver Orders sent before 11am EST- same day shipment, delivery the next day by 10pm.
  *** Next Day Air Orders sent before 11am EST- same day shipment, delivery the next day by 10pm.

  Unfortunately, this customer did not opt for any expedited service.  However, in good faith we did refund an additional 5%.

  Thanks and Regards

  LOREX HEAD OFFICE

  Customer response

  24/11/2023

  
  Complaint: ********

  I was told by the Lorex rep that I placed the order with that I needed it by by the date specified , and the Lorex rep said I did not need to pay for the Expedited shipping as the product would be delivered by the specified date I needed it by, he (Lorex Rep) informed me that it would be there guaranteed by the date specified.  With this said by the Lorex rep that it was guaranteed to be here I continued with the order. Lorex head office needs to review the RECORDED phone call as I'm sure they record all calls. This will prove that there LOREX REP did guaranteed the delivery on or before the specified date. This is the ONLY reason I did not order a different brand thru ****** or *****. I find this very unprofessional that a company (LOREX) does not follow thru with what was guaranteedby there Phone sales reps. When I did call lorex about the product not showing up on time that is when I was informed by the next rep (Lorex Rep) that there was a error and the product was not available and they would send me tracking as soon as it is available for shipping. At this time I am VERY UNSATISFIED with the way Lorex addressed this issue.  I am only looking for some sort of a Satisfactory Resolution to this costly error or false guarantee on Lorex's sales rep behalf.  Please keep in mind I had made Multiple phone calls to lorex about said issue with no Satisfactory results. 

  Thank you for you time

  ***** ***** 

  

  Business response

  05/12/2023

  Once again, we are sorry about that Priority shipping was not chosen by the customer.  Lorex bears no responsibility or gets involved in private arrangement/agreements between customers and third party installers.  As Goodwill we did provide a 5% refund.

  Thanks and Regards

  LOREX HEAD OFFICE

  Customer response

  06/12/2023

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

  Lorex stated in there response "
  Once again, we are sorry about that Priority shipping was not chosen by
  the customer.  Lorex bears no responsibility or gets involved in private
  arrangement/agreements between customers and third party installers."
  As Goodwill we did provide a 5% refund.
  

  1st to argue there statement. There was NO 3rd party installer. The guarantee was from LOREX'S SALES DEPARTMENT REP. This is offensive that Lorex would use that "3d Party" as there excuse for not following thru with there "LOREXS" Sales department guarantee directly to me. I believe that Lorex needs to go back to the original sales call recording.  If this was so called thru a 3rd party as LOREX has stated in there statement why would they LOREX give a %5 refund? This sounds to me that they Lorex is just trying to us a 3rd party excuse to excuse there SALES DEPARTMENT GUARANTEE OF DELIVERY. Of this system had not already installed I would have returned it on gone with a different company all together.  I am not satisfied with the way LOREX has handled there sales rep guarantee.  I am now unsure of what the next step in this issue should be. I don't want to be wasting anyone's time however this is a major issue for my that LOREX is just trying to place blame on myself and or a so-called 3rd party. LOREX in my eyes need to take accountability for there LOREX SALES REPS, as I did not go thru a 3rd party I dealt with LOREX directly.

  Thank you
  
  ***** *****

• Initial Complaint

  15/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In May of 2023 I contacted Lorex to purchase a security camera system. I spoke with a person from the Sales Team that learned about the functions that I needed. I bought the suggested camera. I began to have issues with the cameras not performing the functions as requested. I contacted technical support and was offered suggestions to fix the issues. I performed the work as suggested and was told that the issues should be resolved. The issues were not resolved and I contacted technical support again. They advised that they could not fix the issue. I asked if I could return the cameras and get credit towards a device that met the functions that I need to prevent false motion alerts. Lorex customer support stated that they could not exchange the devices and offered to send it up to the main office for review. I received a message from Lorex advising that my request was denied due to outside of the return policy. I am only looking for a replacement devices that will work and function.

  

  Business response

  21/11/2023

  Hi There

  We're sorry to hear this.  

  We had a senior technical talk to this customer yesterday.  The issue is the system purchased in March of 2023 does not have the Motion Detection /Smart Deterrence feature this customer now wishes he had.

  We do not normally entertain such requests after such a long period, However, we are willing to upgrade the 4 cameras to the ones that do support the feature for a minimal cost of $100 for the 4.  A technician is presenting this proposition and if the customer agrees he will be required to send back the 4 prior to the exchange and provide us with his credit card information.

  Thanks and Regards

  LOREX HEAD OFFICE

   

  Customer response

  27/11/2023

  
  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. While I am happy with the resolution, I am not happy nor do I appreciate the comments from the business. In the response from Lorex it would appear that they are blaming me for not selecting a product with the options I requested. As outlined in my original complaint I advised that I was assisted by one of their employees via phone when I made the original purchase. I made it very clear to the employee my expectations. To make matters worse, when I did speak to the support personnel the first time I called in about the issues, they made me adjust the settings, making me believe that the camera would have worked as promised. It wasn't until calling back the second and third time, when I learned the cameras that were sold, did not have the proper functions...

  While I am happy this is being resolved, please know the facts and don't place blame on the customer who attempted to resolve the matter. 
  
  Sincerely,
  
  ***** *******

*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. ↩