We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Security Cameras

Ezviz

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Cameras.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/04/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    The camera-C8W Pro stopped working. The tilt up/down feature does not work and I cannot get in touch with anyone at the company for help.

  • Initial Complaint

    Date:12/13/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 a security camera through Amazon with a 1 year warranty (which is was still current during the troubleshooting and diagnosis and decision by EZVIZ to replace the camera). The EZVIZ Security Camera Outdoor 1080P WiFi Camera disconnects from wifi all the time and I have to manually reset and reconnect to wifi and then the camera goes offline within the same or next day. **************** had me try this, try that and then determined there is a hardware issue and will replace the camera. A few days later they sent me an email stating they see the camera is online with strong signal to which I replied that replaced the camera with another one (which does not go offline in the same place as this problematic camera did) and that I reset the camera and moved it. They must have checked the status through their online system after I did a manual reset and reconnect; the camera went offline shortly after their 'inspection'. I checked for an update on the new camera being sent and they have not replied to any of my emails since their last one I just mentioned. EZVIZ does not appear to have any intention to cover under warranty. I have tried the camera at other locations with no improvement, and like I said have replaced the camera with another one with no problems. Personally I believe it to be a weak or disconnected antenna cable.

    Business Response

    Date: 12/26/2023

    Hi BBB,
    We have already contacted this customer on Dec 19 and forward this RMA case to our Concerned Team, and we will further help replace the device.
    Best Regards,
    EZVIZ TECH TEAM

  • Initial Complaint

    Date:11/27/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    They have bypassed my refusal to update my app and changed the app through accessing the data on my phone to lock my camera from view until I upgrade the camera's firmware. I refuse to do so because every upgrade they reduce the usability or paywall features. They have no right to disable my camera. US law has already decided I have the right to do what I want with my hardware. I have a camera I paid 120 Dollars for I can't use due to their tampering. The have bricked it in violation of US law until I comply with their wishes. I want my money back and will take whatever actions within the law are allowed to me to do so.

  • Initial Complaint

    Date:11/06/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 required a home camera monitoring system for my elderly mothers home and two years ago I purchased the EZVIZ 5 camera system at ********** at $30 per camera and $20 per month for app service.We installed the cameras and monitored the cameras by EZVIZ app. We did have major problems until recently and the system went down and when I made multiple attempts to connect to WiFi network the system failed repeatedly. I attempted to contact the EZVIZ customer service and learned their only option available was a live chat with an ** bot, which was completely useless and would not connect me to another resource for help. I sent multiple emails to the support center and received a reply 3 DAYS LATER referring me to use the ** Chat option.After realizing that EZVIZ was not going to provide support to help me to determine the root cause, I deleted their system and eliminated their cameras and bought Ring Indoor cameras that provides 24/7 live customer support if needed.

  • Initial Complaint

    Date:09/20/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 have been trying to reset our DVR password, as we forgot what we had set it to. Our house had recently been robbed and we need to retrieve footage from the dvr to provide to our insurance. We have emailed the company several times over the past week at ****************************************** *************************************** and ********************************** and have gotten no response. We have sent the required GUID file as well as photos of the stickers on the unit. They claim a 3-hour response time for password reset requests. We cannot access our dvr without the correct password. This is ridiculous.

    Business Response

    Date: 09/22/2023

    Dear customer,

    The issue has been resolved on September 22nd, 2023 as mentioned in the email you sent (related ticket:615604). If you have any additional questions feel free to contact us back.

    Kind regards

    Ezviz team

    Customer Answer

    Date: 09/22/2023

     
    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.

    The company contacted me and resolved the issue. I appreciate their help very much.


    Sincerely,

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

  • Initial Complaint

    Date:06/16/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 sends no notice of a nonrefundable annual payment, though **** requires that any recurring payment give a minimum of 7 days' notice. I have never received such notice since 2018. I haven't used the service for years. My attempt to have them refund the payment within 2 days of it being posted to my credit card account has been ignored.

    Business Response

    Date: 06/28/2023

    Dear *************************,

    There is alreay a cloud refund ticket being processed by our Cloud team, please refer to the ticket number: 573070. Your request should be completed within 7 business days.

    We appreciate your patience.

    Kind regards,

    Ezviz tech team

    Customer Answer

    Date: 06/28/2023

     
    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. The company, indeed, refunded the amount.

    Sincerely,

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

  • Initial Complaint

    Date:04/03/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 a security camera with a 1 year warranty (which is still current) and the camera has begun to have electrical problems (shuts down or reboots randomly). Customer support began "troubleshooting" but every request made for me to try has nothing to do with the electrical issue and there does not appear to be any intention to cover under warranty. I have tried the camera at other locations, with different cables, and even have replaced the camera with another one with no problems. The company stopped responding to my continued request to RMA under expressed written warranty on their public website and in their product documentation.

    Business Response

    Date: 04/06/2023

    Hi,

    Thank you for bringing this matter into our attention, we have confirmed you have already been approved for a replacement by our team, please refer to the ticket number: 540007.
    If you have any additional questions please feel free to reply to the last email address you have received from us and we will be more than happy to assist you.

    Kind regards,
    Ezviz ****************

    Customer Answer

    Date: 04/13/2023

     
    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. I was able to receive a replacement camera after much delay and former refusal, but the company did end up providing a suitable replacement under warranty. I thank you for your attention to this matter and for stepping in to help resolve this challenging issue. 

    Sincerely,

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

  • Initial Complaint

    Date:03/31/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 received an error message from my EZVIZ DVR and got a constant beeping noise from the device. I called ********************** customer service and was told that there may be a possible issue with the Hard Drive. They perform several troubleshooting steps, one of which caused my data to be deleted. They did not tell me that I would lose my information once a format was performed. Since the steps provided did not work, I was told to open the device and remove the cables from the hard drive and reinsert them. This now caused my HDD to no longer be visible in the device. They escalated to a second tier which now causes me to communicate with them via email only. (**************************************)...that team is in ***** as per the customer service team. They provided the same steps as the first person whom I spoke with on the phone, then they tell me to call the company from which I purchased the device for additional assistance. But I got the device from **********************.

  • Initial Complaint

    Date:03/11/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 Ezviz DB1C video doorbell new unit. The local microSD card storage does not function. Performed multiple troubleshooting steps multiple times and still the issue persists. Called and emailed Ezviz customer support at least 10 times but they are unresponsive and will not rectify the issue. I supplied all of the information Ezviz requested but they don't respond. I requested a replacement for the defective unit but they do not respond. I am now missing capturing critical video since the unit will not record, exposing Ezviz to liability. Request replacement of unit or Ezviz to provide lifetime cloud storage at no charge to make up for non functioning sd card storage.

    Business Response

    Date: 03/14/2023

    Dear BBB,

    This is Lessa from EZVIZ and thank you for bringing this to our attention.

    After reviewing the system, we have already responded to this customer ********************* on March 9th. We care about our customers' experience with our products and want to help them set up and solve the problem.

    Thank you again for contacting us.

    Best regards,

    EZVIZ Tech Team

    Customer Answer

    Date: 03/14/2023

     
    Complaint: 19583888

    I am rejecting this response because: Ezviz still has not fixed the issue after multiple attempts to contact them. They continue to just ask the same questions over and over. Need the replacement unit sent Asap or need lifetime cloud storage at no charge since the unit will not record in its current defective state.

    Sincerely,

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

  • Initial Complaint

    Date:12/28/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    Devices ******** taken offline, and service stopped 10+ months ago and still being charged ***** storage fees! Tried to email ****************** and bounced back as non-existent.

    Business Response

    Date: 01/17/2023

    Business Response /* (1000, 5, 2023/01/06) */
    Dear customer,

    This letter confirms the receipt of your request for Refund regarding the *************** Service.

    With respect to your refund request, we would like to ask for the following information so that we could forward your request to our concerned team for further check:

    - the ******* ** of your EZVIZ camera

    - the email address you used to subscribe ***** Storage or receive ********* receipt

    - a screenshot of the subscription confirmation email

    - apply reason

    - amount(please include the currency)

    Looking forward to your response.

    Best regards,

    ****

    EZVIZ Tech Team

Ezviz is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.