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:12/08/2022

  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.

  in Sept we purchased a night owl camera security camera system for ******. we had issues with camera and batteries. The company sent replacement batteries and a replacement camera two different time we had issues,. The app only holds 3 camera and since we had returned camera it would not take replacements. When i called they told me i needed to hook my monitor and mouse to night owl box. Do not have equipment or knowledge to do that. I asked if we could send equipment to them to reset. They said no. I requested a refund and they said it was past 30 days. Never were we given the option of refund or policy. We were on vacation for 10 weeks and when we return unhooked batteries were not even still holding a charge. A night owl rep. told us what did we expect for the price. Good business practice. Trouble from the start and now we own 3cameras that don't work for beans. No, its not buyers remorse. Its sorry we bought a system that does not function,.. I would like a resolution to have a system that functions . Thank you *************************

  Business Response

  Date: 12/22/2022

  We apologize for the issue you have been experiencing. We would like to provide you with some advanced support. Please email *********************************** at your convenience, providing your name, contact information, best time of day to reach you and a brief description of all ongoing issues. One of our internal advanced support agents will promptly reach out and work with you on a resolution. We look forward to hearing from you. 

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 2-night owl wireless systems, both wireless. One a ****p NVR system with 8 cameras, and the second was a 4k NVR system with 8 cameras, both wireless. First, I bought a ****p system online through **** Club on 08/11/21. I didnt get it installed for the first couple of months due to other obligations, and once I did get them installed, with in 2 months, the *** crapped out; they replaced it with a used bench tested other persons defective return and figured it was OK to give me someone elses problem when I bought a brand-new defective unit.The replacement one has now completely crapped out and quit working, and they refuse to do anything about it as they say its out of warranty. They tried blaming it on the individual cameras and told me I needed to, AGAIN, during a snowstorm, take down all the cameras and re-pair them with the *** by having them with in 5 feet of the ***/NVRs as their procedure says, even though I provided proof that all 8 cameras went out at the same time and shows NO CAMERAS now paired. If it was an individual camera, I could understand that, but IF ALL 8 go out at the same time, then common sense would tell you its the NVR/*** and not the cameras. The technician refused to accept that it might be the ***/NVR and insisted I take down the cameras and re-pair them to the NVR/***. After approx. 45 minutes, she said shed send me their trouble shooting guide by e-mail and that shes already spent too much time on one call. I never received that guide and was frankly upset that they feel that 45 minutes it too much to waste on a customer that has already given them almost $600.So much more to say, but not enough characters in this form!LONG STORY SHORT HORRIBLE customer service and company follow up. I want my *** replaced with a BRAND-NEW UNIT!I can provide e-mails between myself and tech support documenting everything and am willing to publish it to the internet as proof of incompetence. - ANGRY!

  Business Response

  Date: 12/13/2022

  We apologize for the issue you have been experiencing. We would like to provide you with some advanced support. Please email *********************************** at your convenience, providing your name, contact information, best time of day to reach you and a brief description of all ongoing issues. One of our internal advanced support agents will promptly reach out and work with you on a resolution. We look forward to hearing from you. 

  Customer Answer

  Date: 01/19/2023

  I sent you a message back about this on the 5th, NOT realizing you had written me about this.  It went into my SPAM FOLDER, and I was unable to see it until I saw my dead DVR box at home and decided to check my e-mail by searching BBB and seeing a couple of emails from you guys.

   

  Can I get this re-opened and re-submitted, OR do I need to file an entirely new complaint again?

• Initial Complaint

  Date:12/05/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a ****p HD-Fi LP camera with built in spot lights. The camera is not suitable for my use & I want to return it in accordance with the Owl policy within 30 days of purchase. Order # ********* PO # *********.I have called many times & have held on the telephone 45 - 60 minutes only to be disconnected. Not once has anyone picked up the telephone to provide me with return information

  Business Response

  Date: 12/13/2022

  There is no phone number to call for returns. The instructions for returns are found on the Night Owl Website or you can simply respond to your order confirmation email. You could also contact *********************************** requesting a return (again, easily found on the website).

  Customer Answer

  Date: 12/13/2022

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

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On April 10, 2022, we purchased two DVR security camera systems and paid $861.98. (see attached) By May 2022 we had problems with the DVR and after spending a lot of time with Night Owl on the phone, they exchanged one of our DVR's for a new one. On July 30, 2022, I notified Night Owl and explained how the cameras were picking up shadows from trees and trees blowing in the wind but they were not picking up people or animals very well. They did not respond back. (see attached outlined in red) On November 10, 2022 I sent another email explaining the same problem, no one responded. (see attached) Today, November 28, 2022, I went to their website for support on camera trouble shooting and was able to read about making adjustments to the Passive Infrared (PIR). (see page 5 of attached outlined in red) I called tech support and asked for help on adjusting the PIR and they indicated none of their cameras had PIR. I mentioned I was not happy and wanted a refund. The tech support person referred me to customer service at **************. I called and waited 20 minutes with no answer.

  Business Response

  Date: 12/13/2022

  We apologize for the issue you have been experiencing. We would like to provide you with some advanced support. We are not sure what # you called for support because the # you have provided in the compaint is not a Night Owl #. Please email *********************** at your convenience, providing your name, contact information, best time of day to reach you and a brief description of all ongoing issues. One of our internal advanced support agents will promptly reach out and work with you on a resolution. We look forward to hearing from you. 

  Customer Answer

  Date: 12/15/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  We have sent an email today as directed by Night Owl, and are still waiting for their reply.
  
  
  
  Sincerely,
  **** *****

• Initial Complaint

  Date:11/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this system because of the mobile view capabilities with android via app. App does not function. Night owl can not offer any solutions,and they have no customer support. I have requested my money back only for equipment not for the cost of installing and night owl refuses even though I am within there warnty.

  Business Response

  Date: 12/13/2022

  We are sorry for the frustration, and we are quite frustrated as well. The latest Android update has caused issue with the Night Owl Protect App. Our engineers are working on a fix as quickly as possible. Please note, when you thoroughly read the Terms and Conditions before using the App (including the End User License Agreement) or the recorder's firmware, you agreed that you understood that we have no control over the Internet nor 3rd party companies and cannot be held responsible for 3rd party caused issues. Again, we understand the situation is very annoying, but we are working diligently to fix the mess created by Android (iOS users have not been affected). Please be patient and you will soon be able to use the App to its fullest abilities.

• Initial Complaint

  Date:11/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a nightowl home security camera system a few years ago. The system has worked properly for the most part, I've had a couple of issues with watching the camera's on wi-fi.I was able to get help from nightowl until now. I had to get a new cellphone 6mos ago, since that time I haven't been able to watch my camera's while away from home.I have tried to call nightowl unsuccessfully for 6 mos.the system is not available on my wife's phone either and she didn't get a new phone. I've tried everything that the customer chat line has told me to do to no avail. I am very disappointed in the fact that nightowl doesn't value their customers enough to give them access to a live customer service agent.

  Business Response

  Date: 11/09/2022

  We apologize for the issue you have been experiencing. We would like to provide you with some advanced support. Please email *********************************** at your convenience, providing your name, contact information, best time of day to reach you and a brief description of all ongoing issues. One of our internal advanced support agents will promptly reach out and work with you on a resolution. We look forward to hearing from you. 

• Initial Complaint

  Date:10/20/2022

  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.

  Have numerous night owl security systems. Removed devices from my applications attempted to factory reset as I have always before to set the system up at a different location. When are adding the system to the same application that the system was removed off the error message states system has already been added to account and needs to be removed from the account before it can be re added . Device was already removed and is not on the device list . ********************** technical support offers no help and states they cant access anything. This issue occurred on 2 nvr dvrs 2 wireless cameras and a a 4k system. Night owl states my system was old and I should just upgrade yet my nvr systems are the current systems night owl is promoting and selling for $500 + on the site. Seems to be that this is ploy to attempt to sell more system or take advantage of customers and trick customers into the agenda that seem to have. I have been a night owl customer for years and had ********************** systems on multiple properties and it's clear as day night is attempting to scam customers because clearly there sales are down and customers are becoming aware to there bad / fraudulent business practices over$3000 dollars of loses called numerous numerous times misinformation have documentation of the cases and chat log spent hours on the phone this is a night owl customer service is not located in ******* and get paid to run you around I'm circles until you give up and take the loss i am deceptive customer service ********************** is making a error and than refusing assistance and stating up buy a new system I have own almost every night owl system and cameras over the past ten years and this is clearly deceptive and fraudulent

  Business Response

  Date: 11/03/2022

  We sincerely apologize for the issue you have been experiencing. We would like to provide you with some advanced support. Please email *********************************** at your convenience, providing your name, contact information, best time of day to reach you and a brief description of all ongoing issues. One of our internal advanced support agents will promptly reach out and work with you on a resolution. We look forward to hearing from you. 

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Night Owl Home Security system from NewEgg.com. One of three cameras is defective. After 50 days of emails and phone calls with Night Owl, we're FINALLY told they will not warranty the camera because NewEgg.com is not a authorized retail store for their products. Since it's taken so long with tech support through Night Owl, we've passed our 30 return policy with NewEgg. Now nobody will help us. We paid for three cameras and only two work, and this is what we're stuck with. -Night Owl is a company that will jerk you around for weeks and make you jump through hoops to prove an issue. Their customer service is horrible. The absolute worse I've ever dealt with. I simply want this camera replaced, that's all I'm asking. I'd be happy to provide all communication with Night Owl and their lack of urgency to resolve my issue.

  Business Response

  Date: 11/03/2022

  We sincerely apologize for the issue you have been experiencing. We would like to provide you with some advanced support. Please email *********************************** at your convenience, providing your name, contact information, best time of day to reach you and a brief description of all ongoing issues. One of our internal advanced support agents will promptly reach out and work with you on a resolution. We look forward to hearing from you. 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18242574
  
  I am rejecting this response because:

  I have not heard back from the company.  It's been almost a week since I sent an email to the address in their response here.  It's been almost 72 hours since my second email to them letting them know I haven't heard back from them.

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

• Initial Complaint

  Date:10/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my system thru contractor and paid him to install it. So my system is still under warranty and I have 1 bad camera. I called the guy that installed my system and he told me to reach out to night owl. Then night owl was send pic, vid, purchase receipt. So I sent all requirements and they said I have to buy it from a retailer. So they said they cant help me. That's not cool, I bought this system from a contractor and it's his legit business. If the product is still under warranty it should still be in effect no matter what. Everything I mean Everything has a warranty by manufacturers and they need to honor that. I showed them the receipt they need to honor it. I already did a negative stars review. Thanks for taking the time to help me. I appreciate your help blessing ????

  Business Response

  Date: 11/03/2022

  Authorized Resellers (For purchasers of product after July 15th, 2019, the following additional terms apply)
  Our policy is to offer product warranties and to perform services only on products purchased from an authorized Night Owl reseller and only accompanied by a receipt or proof of purchase. If you purchase a Night Owl product from an unauthorized 3rd party reseller, this Night Owl warranty will not be valid. For more information and a full list of Night Owl authorized resellers, please click here.
  Night Owl and authorized resellers deliver products that comply with the local regulatory requirements of, and are certified for use in, the country of purchase. If you purchase Night Owl products from an unauthorized 3rd party reseller, the products might not be suitable for use in your country.

  If your installer was legit, he would know he is reselling our products, unauthorized, and voiding the warranty. The receipt you provided only shows you paid $1200 for a $400 system from an unauthorized reseller. This is common practice for all consumer electronic companies and your installer, if legit, should know that. 

• Initial Complaint

  Date:10/05/2022

  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 purchased a security camera system and has been working for months. The iOS app stopped working and have tried the companies chatbot, tech support number and the phone system keeps hanging up on my call. Kept calling and finally reached an offshore call center and the person hung up. The https://nightowlsp.com/about-us page shows "US based, Owned and Operated" this is a deceptive trade practice. I would like to speak to someone to fix the iPhone app issue. Troubleshooting:rebooted the router several times. Checked for firmware on DVR and powercycled several times. I can see recordings of past events, but the app refuses to show "live"Dell Monitor is displaying live video from all 6 cameras. I don't know that the issue is and would like someone to contact me for resolution

  Business Response

  Date: 11/03/2022

  We sincerely apologize for the issue you have been experiencing. We would like to provide you with some advanced support. Please email *********************************** at your convenience, providing your name, contact information, best time of day to reach you and a brief description of all ongoing issues. One of our internal advanced support agents will promptly reach out and work with you on a resolution. We look forward to hearing from you. 

  Customer Answer

  Date: 11/03/2022

  Good afternoon Folks,

  
  

  I received your email a little while ago, You can close case as the issue is resolved. I had to hire a tech person to fix the issue as security is a critical issue.

  
  

  Someone from Night Owl did contact me and I had advised that the issue was resolved.
  

  
  

  Regards,
  

  *** Seller