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:03/15/2023

  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 purchased a camera system from the named company that no longer supports and has no intention of supporting one of their camera systems. Meaning they are useless. You can not use these camera services at all. This particular camera system was the Momentum Teri. They are continuing to allow this item to be sold in stores with the knowledge of knowing that they will not work. I have contacted them and was told they do not support this item and the stores are just selling out the inventory of their product. This is ridiculous. I asked for a solution because I observe my stroke victim mother while at work. They have told me that if interested, I could go unto their website and purchase a different one of their camera systems. I'm thinking, that in six months - the same situation will happen. I would like for this business to be cited for selling items they are no longer supporting and allowing their camera systems (TERI) to be sold with this knowledge. And doing nothing to help existing customers. Now, I'm left with anxiety until I can get another camera system. BUT NOT FROM THIS COMPANY!!!!!!!!!!!!!!!!

  Business Response

  Date: 03/16/2023

  The software provider is out of business to cause termination services which is beyond our control.

  We did inform consumer before termination.

  Please provide purchasing receipt in consideration of the customer's request.

  
  

  Thanks.

  Business Response

  Date: 03/23/2023

  Attached please find the termination notice sent to all users.

  We could not locate the purchasing receipt on file.

  Please provide it for evaluation of consumer's request.

  
  

  Thanks.

  Customer Answer

  Date: 03/25/2023

   I am rejecting this response because:

  
  

  As stated before, I’m not the only one who has never received this supposedly letter. There are other complaints against this company that has never received a notification like this. I saw on other complaints that they received some type of compensation for this issue. I would like the same. This company appears to not be honorable- standing by the products they sell. They are responsible for the products they sell and should not leave the customers with this type of dilemma. This is not a legitimate company and should be shut down because it will happen again - and then they will state the same. They get rich and customers like me lose money. THIS IS A SCAM!!!!!!!
  
  
  
  

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair 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 bought a security camera in july 2022 have had no issues until the company discontinued the momentum security app and service on dec 31 2022. I am still under the 1 year manufactures warranty and they refuse to give me a refund or send a camera i can use. I have sent a picture of my receipt to them.

  Business Response

  Date: 02/06/2023

  Please provide purchasing receipt.

  Thanks.

  
  

  Business Response

  Date: 02/08/2023

  Per receipt, the purchasing price is $53.99.

  We would like to offer to refund 50% of purchasing price, i.e. $27.00.

  The software provider's out of business is beyond our control.

  Please advise.

  
  

  Customer Answer

  Date: 02/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 193***66, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:01/31/2023

  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.

  The company who made my security cameras advised suddenly their software was being shut down and my cameras would no longer be operational. I have attached the email thread with their customer service department. Horrible.

  Business Response

  Date: 02/02/2023

  Need copy of purchasing receipt to further processing.

  
  

  Thanks.

  Customer Answer

  Date: 02/10/2023

   I am rejecting this response because:
  The camera was originally around $250.00 I think. Less than 50% refund sucks because I still have to buy a new security system. When you make a large purchase like this normally you intend to be able to use the product for more than one year.. at least I do. How do we arrange the refund? Do you need my card information? Thanks 
  
  

  Business Response

  Date: 02/21/2023

  ******:

   

  The subject consumer contacted Apollo directly to request refund.

  Apollo keeps the $100 refund offer as we presented to BBB on 02-08.

  Will keep you posted.

   

  Apollo is unable to refund full amount of purchasing price because the consumer’s purchasing was made on 04-29-2021 which is beyond 1-year warranty;

   

  Thanks.

   

   

  *****

   

   

   

  

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair 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 bought the momentum niro garage opener and a few cameras.everything was working fine. All of a sudden a few days ago everything stopped. I tried troubleshooting it with no luck. So I looked for the customer service number and it rings and it hangs up. I tried chatting with an agent and the not transfers me and no one comes on.
  I can't even get a hold of anyone with this company.
  Please contact me. I provided my cell phone number.

  Business Response

  Date: 01/23/2023

  Apollo sent the attached notice to all users on 12-16-2022 re shutting down services effective 12-31-2022.

  The consumer states "all of a sudden a few days ago everything stopped".

  Looks the consumer did not receive the shut-down notice??

  Apollo is trying to contact the consumer to address this matter.

  
  

• Initial Complaint

  Date:01/17/2023

  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.

  My mother-in-law purchased two momentum brand wifi security cameras this past year to aid in taking care of my wife's grandfather who has dementia. In December 2022 I received an email stating that the camera would no longer work as of 1/1/2023. I have reached out to customer service and have not heard back with any remedy. She spent around $300 and now they are essentially paperweights. To sell a product and pull the rug out from under your customers with no explanation is a scam.

  Business Response

  Date: 01/23/2023

  Because of software provider's problem, Apollo has no choice but to shut down services effective 12-31-2022.

  A prior notice was sent to all users via email on 12-16-2022.

  Mr. ****** did receive the notice and asked for remedy because of brand new cameras purchasing.

  Please provide purchasing receipt for further consideration.

  
  

  Thanks.

  Customer Answer

  Date: 01/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 1882***5, and have attached the requested receipt. Please forward on to the business for their consideration. Thank you. 

• Initial Complaint

  Date:01/15/2023

  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 purchased one of their Momentum cameras from the company website, last year. I paid for the camera and annual camera monitoring subscription for the last 2 years. Their control/interface app called Momentum Secure stopped working. After 4 emails to their customer service I found out they no longer support their app and the camera is now useless. They refuse to compensate me for the camera OR the annual subscription. Their responses are “we are so sorry” and basically they refuse to refund any monies we have paid them.
  All their emails say the exact same thing:
  Hello ****,
  We deeply apologize for the inconvenience that this might bring you at this time and we assure you we are taking the necessary steps to prevent this from happening in the future our company. We value our customers, and we thank you for your invaluable support using our Momentum Secure application and devices.
  
  If you have any questions, please contact us at [email protected].
  
  Sincerely,
  Apollo Tech USA Customer Service
  www.momentumcam.comImage

  Business Response

  Date: 01/23/2023

  Apollo did sent the attached notice to all users on 12-16-2022 to inform shutting down services effective 12-31-2022.

  Per record, 2 emails was sent to Mr. ******** successfully.

  Also, all eligible subscription accounts will be refunded pro rata basis.

  However, Mr. *******i's account is free 24-hour account without subscription.

  If he can provide 2-year subscription payment record, Apollo will verify and take care refund accordingly.

  
  

  
  

  Customer Answer

  Date: 01/27/2023

   I am rejecting this response because:
  
  
  This company has zero ethics. What about the refund of the camera hardware that is now useless? Attached is photo of the Apple Pay receipt for their subscription. 

  Business Response

  Date: 02/02/2023

  The subscript receipt provided by consumer is for Momentum "Smart" Home app.

  This app is still working without shutting down.

  The disconnected one is for Momentum "Secure" app.

  Please have consumer to sign-in.  If there are any questions, please let us know.

  
  

  Thanks.

  
  

• Initial Complaint

  Date:11/22/2022

  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.

  See attached previous complaint. I had the wrong company and address it was canceled this company is ridiculous I have been emailing this gentleman for months requesting a refund only wants me to do is send the item back at my cost. I feel that's not right it's his inferior product as companies inferior product all I want is a refund from them I hope you can accommodate me it'll be ashamed of themselves it's a piece of garbage very disappointed in the product and this man is extremely annoying all you keep saying no we can only do this no we can only do this we can only do this I'm tired of it he can go find somebody to authorize a refund to me and I can take this camera and light and throw it in the garbage thank you please see attached

  Business Response

  Date: 11/29/2022

  Consumer contacted us on 08-29-2022 for user technical problems.

  10-07-2022, we created Replacement Log #RA-******* for consumer to return the camera in her hands and then replace a new one.

  Consumer has not made return but asked for refund.

  Since consumer purchased from HSN, not us, we informed consumer to request refund from HSN.

  HSN rejected refund request of October because the camera was purchased in June.

  It is our policy that refund will be made to consumer purchased from us directly.

  HSN's consumer should follow HSN's refund policy.

  However, we are willing to ship a new camera (same model) to consumer if she wants.

  
  

  Best & Thanks.

  Customer Answer

  Date: 11/30/2022

  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.

  
  

  However, the return will be at the cost of the company. Not by me. Send a call tag. If this is not ok with the company. I do no accept their offer. 

   Thank you.

• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair 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 have not been able to access my app for the last week. I tried to send myself a password reset but i did not get it. I know I was using the proper password but this has happened before so I new I had to change it. When I didn’t get the email I talked to someone in chat. When I didn’t get the link they sent they just ended the chat without saying anything. So now I’m in limbo after talking to someone over email who also tried to send the password reset. I tried calling and the call dropped after 40 minutes waiting for someone to answer. I don’t have a problem with the cameras they have been great but I’m starting to get a little upset that no one is communicating back what the issue is or when I can expect it to be fixed. I do pay for this product and its service. It’s upsetting.