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:07/23/2025

  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 found out today (July 22, 2025) that OwlCam (which was being run by CallPass), was discontinued as of May 30th. Supposedly, emails were sent out about this many users of OwlCam did not receive the emails, even when looking in their junk folders. Prior to the discontinuation, users could have transferred to **** Fleet (also run by CallPass with cameras if not identical to OwlCam then very close to) HOWEVER, after the fact, they became "bricked" due to the software upgrade that was needed to convert from OwlCam to **** Fleet became inaccessible to users once the cloud services were no longer available. CallPass has offered no help such as perhaps working to see if the cloud services could temporarily be restored to allow for users to get the update or offering a discount on their own cameras or even a trade in of the old OwlCams for the **** Fleet ones. So far, from what posts and forums advise, users of OwlCam who weren't able to change over in time are basically out of luck through no fault of their own.

  Business Response

  Date: 07/24/2025

  Hi *****,

  I wanted to take a moment to address some of your questions directly and provide additional background information about CallPass and the circumstances surrounding the Owlcam transition.
  
  CallPass has been in operation for over 17 years, during which time weve managed several business divisions. Our journey began with IGotcha GPS, which launched more than a decade ago, specifically for **** dealerships as a vehicle protection solution. We sold this division in 2023, and its now known as In-Auto ****************************************
  
  Another division, **** Asset, was established about ten years ago and focuses on asset protection and tracking for both powered and non-powered equipment. This service supports clients such as AT&T and ****** with over ****** of our devices currently monitoring their fleets.
  
  About four years ago, we introduced **** Fleet. While it shares similar camera hardware to Owlcam, its built on different firmware and software, offering unique features for businesses managing vehicle fleets. **** Fleet provides both a web portal and a mobile app. To clarify, we have not discontinued our fleet business, but we have been out of cameras since October 2024, with no current *** for new inventory.
  
  As for the consumer-facing version of Owlcam, CallPass did not own this product. Our role was strictly limited to providing marketing, payment processing, and customer support. On April 27th, we were notified that our support contract for the consumer Owlcam line would end. May 30th was set as the last date for consumers to transition to our upgraded Fleet platform and mobile app.
  
  We communicated this in multiple ways: nine separate emails went out to customers.

  For billing-related notifications, the ******* portal managed subscription cancellations and sent out the corresponding emails when all subscriptions were canceled on May 1st.

  Our marketing platform sent general updates, app news, and notices about the shutdown of the Owlcam consumer product.

  According to our records, it appears you unsubscribed from our marketing emails back in September of 2024. There was also a link included for a transition formthis allowed users to provide their serial number, which we then forwarded to our engineering team to avoid SIM deactivation and enable the upgrade process. Unfortunately, I dont see a record of you completing this form. As you had unsubscribed, this was not an option for you. (Please see the attached document showing when you unsubscribed.) 

  On May 31st, we deactivated all **** that were not migrated to the new system, based strictly on our contractual agreements (since CallPass does not own Owlcam). We then continued to field support requests for 30 more days as outlined in our obligations, but were unable to process additional conversions. One of your Cameras, N813-100-FCFL, is too old to convert over and take the upgraded Firmware. Any cameras starting with a N/Z or a lot of the *** are also too old. 

  
  I sincerely want you to know that our team at CallPass did everything possible within the binding limitations of our contract to support you and all our customers throughout this process.

  I understand these outcomes are disappointing, and I truly wish I had a better answer for you.
  
  If nothing else, I hope this helps clarify the chain of events and the reasons behind these changes.

  Thank you for your understanding.
  
  Best regards,
  *******

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23636172
  
  I am rejecting this response because:

  While I now have a better understanding of the situation, I would say that there is a significant difference between "Marketing Emails" and "We are no longer supporting services for OwlCam, please take steps to transition to have your cameras keep working" emails. As you pointed out in your response, I did not receive the email to transfer services and, therefore, could not complete the form sent out. Had I gotten any one of the emails, I would have at least made sure to have transitioned the one camera that was able to be transferred or tried to have purchased a camera, either from your company or other 3rd party vendors, to have retained the services.

  
  Sincerely,
  
  ***** *******-*****

  Business Response

  Date: 08/06/2025

  Thank you for reaching out.

  I understand your concerns, and I want to clarify our communication efforts regarding the service closure.

  
  We have consistently used our marketing emails to keep our customers informed about various updates, including enhancements to the mobile app, out-of-office messages, and special deals. Additionally, all relevant information was posted on our website for over 60 days to ensure everyone had ample opportunity to stay informed.

  
  Please note that all SIM cards were deactivated as of May 31, 2025.

   As a result, your camera would have been offline from that date forward.

  
  At this stage, which is now three months post-close, weve done our best to communicate the closure through multiple channels. I want to assure you that CallPass did not make this decision, and we genuinely made every effort to share the message.

  Along with the above, your camera was well over 4 years old, N813-100-FCFL <<this camera would not have taken the Firmware needed to switch to our Fleet platform.

  Thank you for your understanding.

  If you have any further questions or concerns, please dont hesitate to reach out.

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23636172
  
  I am rejecting this response because:

  I am not arguing that emails were not an effective way to communicate; what I'm disputing is that there's a difference in honoring that I and others asked not to be reached out to regarding marketing promotions/updates (ie: buy our services/items) and reaching out ANYWAY via email because services are being discontinued, which is NOT a marketing matter. Regarding the website, I do not make a habit of visiting the websites of all the services, app or otherwise, that I have on my phone or in general and I can't imagine anyone who does. Granted, I do when things stop working, as I did when I noticed there were issues with accessing my OwlCam footage. As for my OwlCams being offline, they do not indicate as such (having a red bar to show low connectivity but not none) so other than not being able to access my footage and finding it odd I hadn't been billed for services, I had nothing to go off of until reaching out as to why things weren't working.
  
  I have two cameras; the one you mentioned (which I understand is too old and, even if the information had been relayed to me prior to deactivation, you've not had any new cameras I could have bought for your **** Fleet and it does not seem like you'll be stocking any soon) and a second one which does not start with a "N" or "A lot of Ps" so, based on the information provided, had I been aware of the circumstances, it sounds like that would would have been able to switch to the new services. If it's a matter of the *** card, isn't there a way to be sent a new ***, as one can with a phone, and put the new *** card in (even if it requires taking out a few screws or something to do so)?

  
  Sincerely,
  
  ***** *******-*****

• Initial Complaint

  Date:12/04/2023

  Type:Billing 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 pay for service for a dashcam Owlcam that I can view from my phone. I lost my phone and there is no way for me to gain access to my ****** have been contacting owlcam support for 3 months with no reply. I have no use of a camera and service I paid a year in advance for for months. If they are not gonna respond and ensure I have full access that I paid for I want a refund of the months of not being able to use the service I paid for. My car was hit and I cant pull up the footage to identify the vehicle and this is what I paid for when buying this cam with service.

  Business Response

  Date: 12/18/2023

  I am not sure I am understanding the complaint. It appears that the customer lost their mobile phone and has chosen not to replace their mobile phone? Did they replace the mobile phone and download the compatible app for the camera service? The company does not have the ability to supply anyone with videos or access to footage that is retrievable in real time by the customer. Again i'm unsure what the customer is looking for in this situation, if we can have some more details that would be beneficial to getting the problem resolved.

   

   

• Initial Complaint

  Date:10/04/2023

  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.

  I had my yearly subscription to their Owlcam Dashboard camera renewed for $214 in May. The camera is not the last week and I've gotten absolutely no support from the company. They will not take phone calls. Every time I sign up for a text chat they never send an email to actually launch the track. They don't respond to any emails. They are as corrupt as can be. If you called the parent company, they refuse to help.

  Business Response

  Date: 10/04/2023

  Hello, this customer had issues/complaints in 2021 which were resolved. He contacted customer support in May and requested his subscription be canceled which it was. There was no request for a refund at that time and since then every ticket that has been opened has been replied to. The accusations are a little stretched here and calling our company corrupt is ridiculous as we have never faced those types of accusations in 17yrs of business. If the customer has a desire for a refund please have him submit a request via the ticketing system and as always we will reply and accommodate the request.

  Thank you,

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

  President/CEO

  CallPass LLC

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair 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 had my vehicle broken into and when I purchased the owl cam it was guaranteed to replace stolen cameras it would upload video footage etc. After the camera was stolen multiple attempts were made to have them fix it. Owlcam refused, they refused to troubleshoot why the footage was missing or replace the camera. I am requesting a full refund of all fees paid as the product was not as described as well as a refund for the amount of the camera.

• Initial Complaint

  Date:08/01/2023

  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 contacted them to see about getting a warranty repair or replacement for my Owlcam 5.0 dash cam and they told me I have to pay to ship them my defective camera thats under warranty!

  Business Response

  Date: 08/15/2023

  Policy has always clearly stated customer pays for any returns. We will be issuing a new camera and provide a ***** Return label to send the old camera. We hope this resolves the issue.

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair 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 purchased two new cameras in March 2023. One broke within 30 days. Thankfully they replaced it but it took over a month and I was being changed a subscription fee in the background. My fault for not cancelling but let move on. Fast forward 3 months for he 2nd unit broke too. Return policy only for 90 days. I have to pay up front shipping to send back. The product quality has gone down hill and it's worth warning to all future customers to stay away.

• Initial Complaint

  Date:07/18/2023

  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.

  Purchase date: 12/20/18 for $376.66 from Amazon. Our OwlCam Classic Camera (subscription began 5/20/20) has failed to consistently work as promised since Feb 2021. The camera constantly has experienced technical issues such as "camera offline" or "lost connection" or "lost power" and we have contacted the company about these problems multiple times: in Feb 2021, Mar 2021, Oct 2022, Jan 2023, Jun 2023 (each of these were back and forth email communications with technical support). When we had an auto accident in Feb 2021, the camera was offline so we were unable to use the footage to dispute party at fault decision because we had no footage to prove our case (large loss for us!). All the other contacts were addressed by the technical team, but fixes suggested only temporarily remedied the problem, or did not fix the connection problem at all. THE ENTIRE TIME WE HAVE BEEN PAYING OUR MONTHLY SUBSCRIPTION for a non-working camera. When we submitted our issues timeline to Owlcam in July 2023 and asked for a refund (at minimum) for subscription fee from Oct 2022 thru Jun 2023 or a free replacement camera, Owlcam only offered us one month's subscription refund and a 10% discount off a new camera (already offered to anyone on Owlcam's website)! Are you kidding? We spent over $179 for subscription fees for an "offline camera" since Oct 2022. We were told that is the best Owlcam can do to remedy the issue! We chose to cancel our subscription and not to buy a new camera (too unreliable), but we deserve a refund for money automatically taken from our account during the months our camera was a defective non-working product! We ask this because at no point did Owlcam tell us that our unit was a problem model and that we should replace it. Owlcam happily took our money knowing the unit didn't work properly! Poor customer service, and no acknowledgement of customer loyalty!

  Business Response

  Date: 08/01/2023

  They were offered a free camera and service. 

  Customer Answer

  Date: 08/01/2023

   
  We did get a rapid response from OwlCam. They offered to upgrade our camera (and get a second camera) at a discount, and gave us a 60-day trial. They were very persuasive, so we accepted the deal. We have only been using the cameras for just over a week. I am very surprised they company did not follow up with you as well. Please let me know if you need any additional information, thank you!

• Initial Complaint

  Date:06/07/2023

  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.

  When I was sold these GPS devices I was told that they were good for 3 years and that after that I would have to pay up $20 per year to keep the units active. I called today a a guy by the name of ***** said that the units are trash after the first 3 years. ($560 worth of new never used units that arent good anymore)

  Business Response

  Date: 06/07/2023

  Hello, sounds like there was either a miscommunication or an untrained employee making a false comment around hardware/devices. Devices are sold with a "Service Plan" and those service plans can be from 1-5 years. The service plans are not a reflection on the Devices themselves, the devices have the ability to run for upwards of 10 years. I am unsure why anything was said to the contrary, we have had the same policies in place for the 15 years I have been running the company and our track record for servicing over 1 million devices in the field speaks for itself. 

  If the customer would like to return the devices and receive a refund that is fine they can certainly due that if they don't have confidence in the product based on poor communication with a service rep.

   

  Thank you,

  ***********************
  President/CEO

• Initial Complaint

  Date:10/03/2022

  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.

  Hi,I purchased OWLCAM 5.O camera on 5/31/2021 (Placed Order total $282.16) and I also paid for service every month ($19.99). Few months later found out camera has issue with connection every time click live view option on camera it showed with black screen cannot view on anything. So, on 11/2/2021, I contact OWLCAM CS for help with My camera issue and until 1/28/2022 they confirmed camera issues and let me wait for the updates. Camera issues still not solved so I had to cancel paid service from Feb 2022.On Aug 2022, I finally back to office so I contacted OWLCAM reactive my paid service and found camera was working fine but the after reactive paid service camera screen was shown with black. My camera was always working fine until I reactive paid service. I contacted CS again and CS let me return camera to OWLCAM. My camera has been returned to OWLCAM on 9/6/2022 and it has been 20days left.But there is not any update from OWLCAM.Please Help!

• Initial Complaint

  Date:09/19/2022

  Type:Customer Service 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.

  The camera freezes while driving. This has happened repeatedly requiring repeated requests for fixes. The last time, it took a week for support respond. They asked if it had been remedied yet when no solution had been implemented or even offered!Then I was told theyd have to reset the camera pending email authorization, but all footage would be lost. Living in the ***********, I asked very specific questions regarding the timing of such authorization in relation to the reset. I NEVER got a straight answer despite multiple emails & a completely unresponsive chat. The best ballpark estimate was the same day. I asked when during that day? Within a minute? Within an hour? ******* did not seem to comprehend my questions.Ill give them one star for pretty crappy customer service along with a camera that works some of the time. This situation remains UNRESOLVED