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:10/13/2025

  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.

  Bought new system to get all the upgrades the old system doesnt have. Installed all the New wiring to upgrade. 2 cameras dont work no matter what I do. But if I put the old cameras on I get a picture. Wouldnt be a big deal except the cameras are 15 years old and dont have the best picture. Plus the new ones you can talk through and have alarms. Called customer service and tried to explain what was happening and the the rep ******* was less than helpful. Told him I followed all the instructions for troubleshooting and the 2 cameras were just not working. Even though 1 got power to the light and one didnt. All he did was kept repeating to not use old wires after telling him 3 times I replaced everything including the wires. Sent me the trouble shooting steps that they had on the website that I already followed. Said all I wanted was 2 replacement cameras. Was only interested in trouble shooting even though I told him I followed the instructions. They dont work on any other wires that the other cameras work on and the old cameras work where they dont. 1 camera worked until sun went down and then there was nothing but static. Finally just gave up talking to him an closed the chat more frustrated than when I started. So everything works great except 2 cameras and most useless customer service ****

  Business Response

  Date: 10/15/2025

  We have reached out to the customer and we are sending the customer 2 replacement cameras.  The customer seems happy with this resolution.   

  Customer Answer

  Date: 10/16/2025

   
  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:08/25/2025

  Type:Order 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 the Night Owl security system on May the 17th 2025. Since then the *** system had gone out. We had contacted them. They sent me a new unit. This unit when hooked up does something called boot looping. Instead of starting it keeps loading. They were contacted again. ****** to send another unit. They sent me a power cable to the ***. I can't seem to get ahold of them again. I paid just short of $400.00 for this unit and can't use it. I need help please

• Initial Complaint

  Date:07/02/2025

  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.

  Purchased a Dzvzr from them again after the first one with the system out. I was very offered an extended warranty. Then two of my camera went out after replacing them with new ones at night owl because they sent me used cameras . Now the replacement DVR that I purchased about a year and a half ago has went out I called them about it and I get real attitude from customer service very smart and rude and want to try to sell me another one because they say mine is considered legacy even though it's only 2 years old and they want me to pay another $300 for a DVR that should last up to five years when I asked for a supervisor they refused to transfer me the one and I told them I'm going to report this to the Better Business Bureau and they said fine go ahead I have been a customer with them for over 15 years I have never seen a company go downhill so quickly in the past few years and I've ever seen before I want refunded for this d2br or 50% off a new DVR I am very tired of these companies just taking your money and giving you products that are cheaply made and now I have nine cameras and they want to upsell me something with Wi-Fi which I don't use Wi-Fi on these cameras or Wireless I use wired and want me to spend more money it seems like every two years this is a problem the customer service is a problem the company is a problem they probably won't respond to this because everything seems to be overseas but I guess we'll see horrible customer service and ********************** that don't last they take no accountability.

  Customer Answer

  Date: 08/05/2025

   
  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.

  ****** from corporate called me and took care of me, he was very kind and apologized for the situation and sent me some replacement cameras to compensate for the bad DVR.

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

• Initial Complaint

  Date:06/17/2025

  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 a Night Owl security DVR system that has had serious, ongoing issues since day one. It has never received a firmware update in over two years despite being connected to the internet 24/7. Email alerts dont work, motion notifications are inconsistent, all cameras share a generic serial number, and the interface is missing key settings described in the product documentation.I later discovered the unit may have been resold as a return. It appeared to be locked in a restricted safe mode from the moment I unboxed it. I raised this concern with Night Owl before the warranty expired, but support dismissed me and repeatedly promised escalation that never came.Even after purchasing a new 2TB hard drive, the system fails to recognize it after brief use. When I asked for help, support ran me through the same basic steps without ever solving *********** someone living with schizophrenia, this product was meant to help me feel safer. Instead, its erratic behavior and glitches have caused real distress and feelings of being watched. Despite investing nearly $400, *** had to live with this fear because no one from Night Owl will assist **** am seeking a working resolutionwhether a firmware reset, a product replacement, or partial refundso I can invest in a reliable system and regain peace of mind. This is about more than equipment. Its about trust.

• Initial Complaint

  Date:03/18/2025

  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 Ordered 2 night owl cameras FTN8 and they are not compatible with my system. I need to return these 2 cameras and get 2 cameras FTD8. I have done live chat, and they referred me to nightowlsp's email. I have emailed 2 x's and have not got a response. Also have tried to call and the call gets disconnected. EXTREMELY POOR CUSTOMER SERVICE!. All I want to do is return the incompatible cameras and order the correct ones. THE 30 DAY return policy is due to expire very soon. This is some of the chat with the chat bot:7:20:19PM) **** *.: Did you order the camera from our website directly?(7:20:25PM) ****** Yes (7:20:53PM) ****** Order # NOSP-****** (7:21:36PM) **** *.: In this case to initiate a return process send an email to the webstore at *********************************** Provide them with the order number and your request to return the product, they will reply back to you and continue to with the return and refund process (7:22:00PM) *****: Ok thank you (7:23:28PM) **** *.: You're welcome (7:23:30PM) **** *.: Is there anything else I may assist you with?(7:29:46PM) **** *.: Thank you for allowing us to assist you. If in the future you need our assistance please contact us 24/7, 365 days a year through Chat or our Technical Support is available and can be reached at **************. Thank you for contacting Night Owl. Have a wonderful rest of your day!I could also forward the emails if needed. PLEASE HELP!Oscar

  Business Response

  Date: 03/19/2025

  We are responding to the complaint received regarding exchanging cameras due to ordering issues.  We provided the correct email address twice for  Mr. ***** to use to request a return authorization however, our return team never received an email.  Therefore, we were unaware of any difficulty until this complaint was received.  We notified our return team who has reached out to Mr. ***** with a return authorization so he can return the cameras for a full refund and purchase the correct model that is compatible with his system.

• Initial Complaint

  Date:03/03/2025

  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 purchased a camera set and dvr in April of 2024. Jan of 2025 I stopped getting alerts and checked the cameras to see why. Noticed nothing was being recorded. Reset the dvr. Tried to reformat the hard drive. Unplugged the dvr. Thru the whole process it said hard drive error. And hard drive fault. Reached out to night owl. About every 5 days I get a response with unplug the unit. And see what happens. What cord are you using. And then a wild response of what mouse do you use. Its the same products that was sent from night owl. I recommend anyone to not use night owl. If you do know you wont get any item fixed or replaced under warranty. Complete garbage.

  Business Response

  Date: 03/06/2025

  We have been in contact with this customer and resolved his issue through a system swap warranty claim. 
  

• Initial Complaint

  Date:01/28/2025

  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.

  Subject: Complaint Against Night Owl SP, LLC for Unethical Business Practices Dear Better Business Bureau,I am writing to formally lodge a complaint against Night Owl SP, LLC ************************************************ (website: ***********************************) (phone: ****************)regarding my ongoing issue with their customer service and product support.I ordered a doorbell camera (among other products) directly from their website that required reprovisioning which I was informed they could not do so they would replace the product free of charge. Despite multiple emails providing all requested information, including proof of purchase and shipping details, I have yet to receive confirmation or tracking information for the promised ************** experience with Night Owl's customer service has been horrendous. During interactions, I spoke with an incredibly rude, lying representative who provided no assistance and failed to address my concerns adequately. This level of service is unacceptable, and I believe the representative should be held accountable (fired).I was assured over the phone that my malfunctioning 1080p Video Doorbell ($59.99) would be replaced free of charge. However, I have not received any follow-up communication or resolution regarding this matter.Ive been trying to resolve this issue with them and have my replacement doorbell sent as promised since December 18, 2024.I request your assistance in resolving this issue and obtaining the replacement doorbell as promised.Thank you for your attention to this matter.

  Business Response

  Date: 01/31/2025

  Dear BBB,
  I wanted to provide an update regarding the complaint filed by ******* *****. We reached out to him today and were able to resolve his case through a warranty claim for his doorbell.
  ******* has been informed of the resolution and may follow up with us after receiving his replacement unit to ensure his full satisfaction with our brand and the outcome. At that time, I will also remind him about the BBB complaint case, should he wish to update his review based on his experience.
  Please let us know if any further action is required on our end. We appreciate the opportunity to resolve this matter and value our partnership with the BBB.
  Best regards, 

  Customer Care Team

  Customer Answer

  Date: 02/07/2025

   
  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:01/09/2025

  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.

  A little less than 2 years ago I bought a n8ght owl security system with nvr and 3 cameras. About a year ago month ago I bought an additional camera because one of the cameras quit showing video. About 9 months ago I bought additional batteries from night owl. The batteries do not have the life night owl advertises on their website. They claim a year of battery life which is a lie. The majority of my batteries won't keep a camera going for a day. My home was vandalized and all my cameras were dead. They have falsely advertised the life of their batteries.

  Business Response

  Date: 01/10/2025

  We reached out to Mr. ********** He accepted additional batteries and a charger as compensation for the inconvenience. Weve created a warranty claim for him and sent an email with the details. He has agreed to the resolution.

   

  ****** G | Tier 4 - Product Support Specialist
  

  Customer Answer

  Date: 01/14/2025

   
  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:01/02/2025

  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 purchased a Night Owl security system and paid to have it placed in my home. The technician set up initial account with my husband. My husband and I called on 12/23/24 technical support and submitted receipt of purchase and picture of DVR. It was escalated to higher support. Ticket #*******. We were told we would have someone reach out. No one called or emailed. I called on 12/26/24 and spoke with support that said someone would call me in 2 hours. No one called. Today 12/30, I spent 1 hour on hold finally got a support person only to have them hang up on me. I then went to the Chat box and was able to get someone to try to help me but without success. I was on the Chat for almost 2 hours. They tried to direct me to set up my account, but nothing worked. I am very frustrated that I can't get someone to help me. I have a new system that I can't use. If I had known the customer service was this poor, I would have never used this system.

  Business Response

  Date: 01/06/2025

  
  Update, 
  We provided tech support to this customer by creating her account, but her app account still does not show a product attached to her device. 
  
  I just emailed her to ask if she needs further support. 
  
  ****** ******
  less than a minute ago
  Hello April,
   
  This email concerns the account creation Issues you had on December 30, 2024. Our support agent, ****, resolved this support case. As per the call conversation, you were helped to create the account in Night Owl Protect so that you could later add the *** unit through either the website or the app. You stated you would do it later because you were not close to the *** Unit. We would like to know if you could finish the setup by adding the product to your application. 
  As our records show, you were able to create the account below: 
   
  Account Info
  *****************
  Phone:************
  Phone Verified:true
  Email:*********************************
  Email Verified:true
  Created Date:December 31, 2024
  Last Modified Date:December 31, 2024
   
   
  If you have other concerns or issues, please let us know when you are close to the product. 
   
  If you have been satisfied with the resolution, please revisit your Better Business Bureau Open case, write a review on how we did, or close it as resolved. 
  Regardless, please let us know if you still need help. 
   
  Best regards,
  ****** ****** | Tier 4 - Product Support Specialist
  

  
  

• Initial Complaint

  Date:12/30/2024

  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.

  On January 31st of 2021 I purchased a night owl security system from ********** of ****************** at 7:11 pm. for the purchase price of ****** I installed the system and downloaded the mobile app which never worked very well except on live feed. playback has never really worked as described to. last year my power supply to the *** failed so i replaced that and then I stopped getting notifications to my phone and constantly having to delete the app and reinstall it just to log into my account. the system went from intermittently failing to load video playback to basically not working on playback at all nor detecting motion on the cameras. it is critical that i have access to my mobile app and notifications are critical as well. The system is basically useless unless now unless im sitting in my home looking at my monitor. I may have gotten 2 yrs of fair service at best. that comes up to a cost of over ****** per year. Even for a budget system you expect a minimum of 5-6 yrs of reliable service. I just want them to either refund my money or replace the system. And reconsider their policies of how they handle customer support as well as the length of time they support the devices, ********************** and apps that are critical to their customer base.

  Business Response

  Date: 01/15/2025

  Good Morning,
  
  I want to apologize for not updating the status of this BBB complaint earlier. Please note that this issue was resolved on January 2, 2025, through a warranty claim. The following items were shipped to the customer as part of the resolution:
  
  Tracking Information:
  USPS Tracking #**********************
  
  Customer Information:
  
  Name: *** *****
  Email: ****************************
  Address: *******************************************************************************************************************
  Shipped Items:
  
  1 x DVR-BTD2-81
  6 x CM-DP2L-B-V2
  6 x AC-CAB604KV1
  3 x PA-12V2-4
  1 x AC-ETHERNET-6
  1 x AC-HDMI-6
  2 x AC-PS4-4
  1 x AC-USBMOUSE-4
  6 x SP-CM-MHW-S
  The shipment was completed on January 2, 2025, at 1:19 PM by our support team. We ensured all items were either brand new or in pristine condition, as required.
  
  Thank you for your understanding, and please let us know if you require any further details or documentation.
  
  Best regards,

  ****** G | Tier 4 - Product Support Specialist

  Customer Answer

  Date: 01/17/2025

   
  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,
  
  *** *****