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:08/11/2023

  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 wife and I put a Nanit Pro monitor ($299) on our registry for the birth of our daughter in June. It was purchased by my mother on January 27, 2023 from their website. On August 6, 2023, 6 weeks after our daughter was born, I spent over an hour attempting to set up the monitor. It would not pair with my phone or my wife's phone. I opened a ticket with their support (#******). Later that day, I was given a canned list of troubleshooting steps, which I tried without avail. Even later that day, I was told my case had been escalated to their "Senior Tech Team" and to expect a response back in ***** hours. I did not get a response back until August 10:"This is ***********; I'm a Senior Tech at Nanit Support. After reviewing your case, it looks like there was an issue at the warehouse where the cameras were swapped. The camera in your possession was reported as lost for a different order. The camera serial number that should've come with this order was **************. Due to this situation, I've unbanned the camera **************. When you have the next opportunity, please attempt to pair the camera to your Nanit account."It still did not work. I asked to return the device as it is not work and was told:"This order was placed on January 26, 2023. Unfortunately, this order is outside of the 45-day return period."This is unacceptable to me. Their device doesn't work. Their customer support has not been satisfactory. I just want a baby monitor that works. Moreover, given the timing of registries, I suspect many of their customers are outside of their 45-day return period.

  Customer Answer

  Date: 08/11/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:07/10/2023

  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.

  This is the WORST monitor. It constantly disconnects and doesnt even alert you when it does, leaving my child crying unless I hear him on my own. I have had to purchase a second camera because this overpriced one just cant stay connected!! EVEN if it IS my internet, why doesnt it alert me when connection is lost. It also shows him waking up when he is sound asleep and the sound works about 50% of the time. I have followed all the trouble shooting and it fixed for a day or two then the issues return. I tried to call and I am still on hold for an excessive amount of time just trying to get help. Worst service to match this terrible junk of an overpriced monitor.

  Business Response

  Date: 07/11/2023

  I'm not finding any records of a phone call. Please feel free to reach out to ***************************** if you're having an issue contacting our support team. We can troubleshoot any issues you're having. 

  Customer Answer

  Date: 07/11/2023

  I sat on hold almost 45 minutes then the phone disconnected.  If I could reach a human I wouldnt be complaining here with hopes for help!!!

  Business Response

  Date: 07/19/2023

  We see a ticket was created for this user, one of our managers have reached out in regards to the issues. 

  Customer Answer

  Date: 07/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:06/05/2023

  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.

  We bought the Nanit camera and more recently the travel stand. Today 6/3/2023 we plugged the camera into the stand. It powered up and we were able to connect it to Wi-Fi. 30 minute later we noticed there was no longer a connection. We entered the room and smelled burning plastic, we immediately pulled the camera off the stand and it was burning hot. The metal male adapter from the base came free and was stuck in the base of the camera seemingly having melted off the base. Not only is the camera and base ruined but it could have burned our home down with out young son inside. Were beyond furious at the situation.

  Business Response

  Date: 06/23/2023

  We don't have any records of the customer contacting our support team. Any issues they're having can be address at *****************************

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As requested I have emailed the complaint and images (attached) to ***************************** Awaiting a reply from the business.

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

  Business Response

  Date: 07/10/2023

  *** has reached out to our support team and we are actively working with him to replace the system. We've approved of replacing the full system and is pending processing from the warehouse. 

• Initial Complaint

  Date:01/09/2023

  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.

  Nanit description states that a local connection will be used if the Wi-Fi of the home goes down. When I purchased the nanit may 28 ***************************************** November 2022 I was excited to see I could monitor outside of the home as well as inside. On dec ************************************************** my area. We have a generator so the nanit powered back up but I was unable to view the video or hear audio while in the house. A local connection sounds to me as the consumer like I could connect to the monitor despite Wi-Fi being down. In fact sometimes I could, but then it would get stuck buffering. I would like to return the product for false advertising and description. It is unsafe and I will need to buy a different monitor to be more reliable.

  Business Response

  Date: 01/13/2023

  We worked with this customer and informed how a local connections works. There must be a Wi-Fi network and the phone and camera must be on the same network to have a local connection. Due to a power outage there was no Wi-Fi network and a local connection couldn't be establish. 

  Customer Answer

  Date: 01/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We did talk  I have a whole house generator so there was electricity  the company advertises a local connection, which cannot be made  therefore I want to return my product

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The product is still advertised, as per my screenshots, as having a local connection without internet. Explaining how the monitor works, during troubleshooting, after being bought and going more in detail than the description on the website is misleading. I already stated to the company that I am outside of the return window but just want to return it, refund and be done with it. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/21/2023

  The customer's ********************** works as advertised. Wifi and Internet are not the same, Nanit will work with a local connection as long as the home network is available. Nanit does require a Wifi connection to work. The product is advertised correctly and unfortunately this customer purchased in May 2022 which which is outside the 45 return policy. 

   

   

• Initial Complaint

  Date:12/19/2022

  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.

  Imagine you spend $370 on a camera and another $300 for a subscription and nothing happens in the app, No statistics, only a regular video feed. I followed all the troubleshooting online and when that didnt work they told me to reboot my router. I got angry, new parent, awake for 26 hours and customer service is more focused on telling me to follow the email (that they didnt send) then actually doing some troubleshooting. I said **** i just spent $700 on this thing and you are telling me to reboot my router? Then customer service hung up. When I called back and explained the situation and said dont you think a company specializing in baby products would have some empathy for a new parent that has been up for more than 24 hours the *** replied with no, not if they swear.

  Business Response

  Date: 01/04/2023

  This is related to service ticket ******. We worked with ***** and received confirmation from his that his issue was resolved. If there are any outstanding issues that need to be addressed we can work with him on a solution. 

• Initial Complaint

  Date:12/08/2022

  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 Nanit camera on December 8th of 2020 for $379. On top of this I purchased The Nanit gowns, and the yearly subscription for another $100. In August of 2022 I reached out to Nanit to let them know the Wi-Fi button on my Nanit was stuck and without this working the camera does not work. They offered no solutions to this problem, and told me I would Have to purchase a new device. After much research I have found this is an ongoing issue for hundreds of people and they are unwilling to provide directions to fix this problem. Not only that but they only have a year ******************* period. This is outrageous given the price paid. If anything I would Like my yearly subscription reimbursed considering it is useless to me. This company is a complete scam.

• Initial Complaint

  Date:11/28/2022

  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.

  NanIt subscription charges me $119 in one shot instead of the monthly payments as agreed. Left me no option to cancel and ******** my credit card. They are conduction the cash grab scam. I am extremely dissatisfied and if they don't refund me I will be discontinuing the service and removing the product from my sons nursery. We are living in tough times and I can't afford a cash grab scam like this.************************* *******************************

  Business Response

  Date: 11/28/2022

  This customer's subscription was purchased in-app and renewed by Apple, not Nanit. Customer will need to work with Apple in order to request a refund. 

• Initial Complaint

  Date:11/17/2022

  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 paid $355 for Nanits best seller bundle on May 27, 2022. My son was born in September and I started using the camera. It worked well until last week. There was a delay on the camera and it was displaying the time he was in the crib incorrectly. I followed nanit supports instructions to do a reset, check the parent pick up zone, and everything else. My monitor then had a 1 hour time delay on it and after that, completely stopped registering that my son was in his crib at all. Motion and sound notifications stopped working for a day but that has at least started working again. I called after nothing was helping. I was told I would be hearing from engineering about receiving a replacement. I did not hear from engineering and have not been sent a replacement. I would like to be sent a replacement monitor. It is unprofessional and ridiculous to pay $355 for a monitoring system that does not work. It is also not showing my full insights. Please help :(

  Customer Answer

  Date: 11/30/2022

  Better Business Bureau:
  
  I dont think I got a response from Nanit through BBB but they sent me a new monitor and so far it is working :). Thank you so much for your help!!! I am ready to close my complaint !!! .
  
  Sincerely,
  
  ***********************