Business Profile

Security System Monitors

Canary

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Canary's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

71 total complaints in the last 3 years.
22 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/01/2025
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.
I paid for premium until 1/2/26 for PORCH and DRIVEWAY premium service was removed from all of my cameras as of ************ retail packages all advertised no service fees.
Business Response
Date: 04/02/2025
Hi ***. It is my understanding that you charged back your *************** so it was cancelled. You then took out *************** once again using several coupon codes and the system cancelled and refunded you that via credit note that you used yesterday to purchase Premium.
Based on what I see now, you were able to purchase Premium using one discount code on April 1, 2025 and the open credits you had on our system.
Your last message to Canary on April 1, 2025 states "BBB COMPLAINT FILED UNTIL I AM REFUNDED IN FULL!" Would you like to cancel the *************** you took out on April 1st and get refunded?
Customer Answer
Date: 04/02/2025
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:

I received many ********************************* offers via email from canary so 1 year premium service was purchased with those promo codes 1/2, since you cancelled that service before 1/2026 and deleted my ************************************************************ full for that, which **** at canary agreed to, once refund is received this complaint will be closed and *********** will close their dispute.
I do not want to be refunded for the 4/1 service charge as long as I have premium service on BOTH cameras until 4/2026 as agreed when payment was made, if you cut off the premium service and delete the 30 day video history again before 4/2026, then another credit card dispute and BBB complaint will be filed at that time.

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

Sincerely,

*** ****

Customer Answer
Date: 04/03/2025
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:

Canary cancelled my paid premium service and deleted my 30 day video history and only issued a partial refund.
Refund was short by $7.31, once I am refunded the full $29.98 paid in January I will close this complaint.

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

Sincerely,

*** ****

Customer Answer
Date: 04/10/2025
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 and the matter has been resolved.

Sincerely,

*** ****
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.
Canary signed me up for a reoccurring charge that I did not know I was being signed up for nor did I know I was being charged for it. The terms for being signed up for reoccurring payment is criminally hidden within their terms of service. They send out a reminder that went to my spam folder. When I called to ask for a refund I was refused and cannot get a supervisor to call me back. This company steal people's money by hiding terms inside a lengthy legal terms and conditions and don't refund people that unknowingly sign up.
Business Response
Date: 03/19/2025
Thank you for bringing this to our attention. Customer purchased ********************** and agreed to the terms of service since Mar 3, 2024 16:22 EST. A reminder email is sent each year prior to the renewal as a courtesy only and our system confirms this was sent on Feb 23, 2025 23:20 EST. The subscription renewed on Mar 3, 2025 16:22 EST. Customer self cancelled their subscription on Mar 6, 2025 09:34 EST, therefore their subscription expires on Mar 3, 2026 16:22 EST as per terms and conditions agreed to by both parties. Before upgrading to annual, customer also had a monthly subscription since Oct 29, 2017 16:24 EDT. As the customer contacted us after the renewal took place, we are unable to provide a refund.
Customer Answer
Date: 03/19/2025
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]
This is not good enough. I am not going to use the service, I do not want the service. I want a refund for a service you trick me and many others into paying for. Full refund of $149 is the only solution I am interested in.

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

Sincerely,

**** ******

Business Response
Date: 03/20/2025
Hello ****. You have been on annual renewal since you took out the Premium Annual Plan on Mar 3, 2024 16:22 EST. Renewal reminders were sent as a courtesy 7 days in advance annually. The terms of service that you agreed to on Mar 3, 2024 16:22 EST, state the following regarding renewals: ***************** Services plans may be canceled for a full refund only within fourteen (14) days of initial registration.
You self cancelled on Mar 6, 2025 09:34 EST and your Premium expires on Mar 3, 2026 16:22 EST. The Premium is available for you to use until that date.
Customer Answer
Date: 03/20/2025
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]
I do not want the service, I want my money back that you have clearly stolen from me. Please refund in full.

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

Sincerely,

**** ******
Initial Complaint
Date:03/09/2025
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.
Canary drafted $248.98 from my account on 3/8/2025. I canceled the subscription on 3/9/2025 which is when I noticed it. Canary is refusing to refund my money. I never received a notification about the renewal. Furthermore, I do not re all agreeing to the renewal or for Canary to keep my bank information stored.
Business Response
Date: 03/10/2025
Thank you for bringing this to our attention. Customer purchased ********************** and agreed to the terms of service since Nov 18, 2019 21:56 EST. A reminder email is sent each year prior to the renewal as a courtesy only and our system confirms this was sent on Feb 28, 2025 23:22 EST. The subscription renewed on Mar 8, 2025 15:19 EST. Customer self cancelled their subscription on Mar 9, 2025 06:32 EDT, therefore their subscription expires on Mar 8, 2026 16:19 EDT as per terms and conditions agreed to by both parties. As the customer contacted us after the renewal took place, we are unable to provide a refund.
Initial Complaint
Date:02/07/2025
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 was charged $140 for a yearly subscription for a service I no longer use. I did not receive a subscription reminder, though the company is claiming I did. They are refusing a refund.
Business Response
Date: 02/10/2025
Thank you for bringing this to our attention. Customer purchased ********************** and agreed to the terms of service since Jan 22, 2022 15:02 EST. A reminder email is sent each year prior to the renewal as a courtesy only and our system confirms this was sent on Jan 14, 2025 23:23 EST. The subscription renewed on Jan 22, 2025 15:02 EST. Customer self cancelled their subscription via the Canary app on Jan 24, 2025 09:37 EST, therefore their subscription expires on Jan 22, 2026 15:02 EST as per terms and conditions agreed to by both parties. As the customer contacted us after the renewal took place, we are unable to provide a refund.
Customer Answer
Date: 02/10/2025
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:

I did not receive a renewal reminder email despite the company claiming that I did. I checked my spam folder and did not find anything there either. Regardless, the policy is clearly predatory as it allows a refund for new memberships but not renewals. As the company is either lying about reminder emails or using a service that does not guarantee delivery, they are counting on customers not knowing about the renewal. Furthermore, I have no intention of using this year long membership and have already deleted my canary account, meaning that I am being charged for a service I am not using. I will accept a pro-rated refund excluding the 2 days before I called to cancel, but I have already looped in the New York Attorney General's office.

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

Sincerely,

*** ******

Business Response
Date: 02/11/2025
Hello Guy. You have been on annual renewal since you took out the Premium Annual Plan on Jan 22, 2022 3:02 PM EST. Renewal reminders were sent as a courtesy 7 days in advance annually. The terms of service that you agreed to on Jan 22, 2022 15:02 EST., state the following regarding renewals: ***************** Services plans may be canceled for a full refund only within fourteen (14) days of initial registration.
You self cancelled on Jan 24, 2025 9:37 AM EST and your Premium expires on Jan 22, 2026 3:02 PM EST. The Premium is available for you to use until that date.
Customer Answer
Date: 02/11/2025
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:

Once again, I did not receive the email that you claimed to have sent. Regardless, charging a customer for a full year of service when they do not even have an active account with you is predatory at best and may actually be illegal according to New York state commerce law. That is why I have directed this matter to the New York state *************************. I will not be responding to further messages as we are going in circles.

Sincerely,

*** ******
Initial Complaint
Date:01/30/2025
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 was charged a subscription renewal fee for my canary monitoring system. I was not aware that I had it's been automatically opted into a subscription renewal and once the charge occurred ($157.94 on 1/27/25) I immediately went to cancel it (initially attempted 1/29/25, completely "next" renewal cancellation 1/30/25) however the company is refusing to cancel my current subscription and refund me despite canceling withing a week. I'm requesting this refund under the grounds that "If the company makes it difficult to cancel or hides information about renewal terms, you may have grounds to dispute the charge." This charge completely wiped out my checking account and triggered an overdraft.
Business Response
Date: 01/31/2025
***** ****** started this annual subscription to Premium on Jan 26, 2023 4:23 AM EST. ***** ****** cancelled on Jan 30, 2025 2:45 PM EST, after the renewal on Jan 26, 2025 4:23 AM EST. Per our terms of service which the customer agreed to on May 22, 2017, the subscription was cancelled at the next renewal date and expires on Jan 26, 2026 4:23 AM EST. Prior to the renewal, Canary sent a renewal reminder on Jan 18, 2025 11:22 PM EST. An additional email was sent about the subscription on January 19th at 7PM. ***** ****** could have replied to either email, called, sent an SMS, opened a chat or self-cancelled prior to the renewal date. Per our agreement, the subscription was renewed per the Terms of Service which state: ANY CANCELLATION AFTER THE FIRST FOURTEEN DAYS OF INITIAL REGISTRATION WILL BE EFFECTIVE AT THE END OF THE THEN-CURRENT ANNUAL BILLING PERIOD AND NO CREDITS OR REFUNDS WILL BE ISSUED.
Customer Answer
Date: 02/01/2025
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:
I do not accept this under grounds of unethical and immoral business practices and needlessly convoluted means in which to locate and cancel subscription as well as no form of cancellation ***** period or 1 time customer exception to an obviously predatory business practice, especially one that does not allow you to cancel your ongoing service.

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

Sincerely,

***** ******

Business Response
Date: 02/03/2025
Customer agreed to Terms of Service which specifically state renewals, refunds, method of contact.
Customer did cancel before the charge despite an email renewal reminder sent 7 days prior.
We are unable to make an exception.
Initial Complaint
Date:12/10/2024
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 have been a customer for over 5 years. This company will send renewal emails without indicating the amount you will be charged. There is nowhere within their app nor their site to download previous invoices, you have to reach out to their CS and request this with a turnaround time of 1-2 days. They tend to give out 50% off for subscriptions so that one does not cancel their membership as there is no way for them to refund once they charge. They never sent me an email letting me know that my membership would be this much higher. I will be filing a dispute with my credit card and cancelling my service. I've reached out multiple times to see if there is a way to bulk download my saved videos before I cancel and I just get ignored. Stay away from these thieves. There are better alternatives out there. ** **** *** ******
Business Response
Date: 12/11/2024
Hi there, thank you for bringing this to our attention.

We recently sent our customers our updated pricing which was originally sent to you in November 2023.

Thank you for your suggestion. We are looking at options where customers can download their invoices in the future. We strive to answer all customers within 24 hours. You are on a list where we send the invoices to you proactively on a monthly or annual basis.

On Dec 04 10:11 am, you emailed Canary ***************** A member of the team responded to you on the same day on Dec 04 10:53 am. This is a response time of 42 minutes but will do out best to improve on this.

We are also available via phone and live chat should you require a faster response.

Related to your other query, multi select videos are a feature available to our *************** customers. In order to use filters with multi-select feature, please perform the following steps:

Open the Canary app.
Tap on the Timeline icon.
Tap the three lines in the top right corner.
Select the filters you would like applied.
Tap Apply Filter.
Tap on the Pencil icon in the top right corner.
Tap on Select All in the top left corner.
To delete the videos and entries, tap Delete at the bottom of the screen.
Tap Delete item(s).

All selected entries, including Bookmarked Videos, Presence Alerts, HomeHealth readings etc., will be deleted. This action cannot be undone, and they cannot be recovered once they have been deleted.

Please note that in order to perform the steps outlined in this message, you will need to have the latest version of the Canary App installed on your mobile device. To update your App, please click here and tap 'Download'.

A member of the management team will phone you today.
Customer Answer
Date: 12/11/2024
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:
I am filing a formal complaint against Canary for deceptive renewal practices, lack of pricing transparency, and inadequate access to services that were promised under their Premium Membership. Below, I detail the issues I have experienced:
- Lack of Pricing Transparency and Bait-and-Switch Tactics: Canary's renewal email contains no pricing information. Customers are required to message their customer service to obtain the renewal cost. This is highly inconvenient and deceptive, as it creates an expectation that the renewal price will match the previous year's charge, which is not the case. New York law mandates businesses offering automatic subscription renewals to provide clear and conspicuous notice of renewal terms, including pricing, obtain affirmative consent before charging, and offer straightforward cancellation procedures. Canary's email fails to meet these requirements, lacking renewal pricing, a confirmation step, and clear cancellation instructions.
- Difficult Cancellation Process: There is no option to cancel the subscription within Canary's mobile app, nor can customers access prior year invoicing or pricing information. To cancel, customers must call and wait on hold, which appears to be an intentional barrier to prevent cancellations.
- After renewal, Canary offers a 50% discount on the next year to lock customers into another year but refuses refunds even a few days after renewal. This practice feels exploitative.
- Limited Access to Saved Videos: Despite being a Premium Member, I cannot download bookmarked or saved videos through the mobile app, even though I can view them on desktop. Videos saved/bookmarked before 2022 are inaccessible for downloading on either platform. For a Premium Membership, I expect full access to my bookmarked videos and the ability to download them, especially through the mobile app. Canary advertises this capability, but it is not delivered in practice.
- Inadequate Customer Support: *********************** response to unrelated queries, such as about "delete" functionality, shows a lack of focus on the actual issues customers raise.
These practices do not align with Canary's advertised service quality or with New York consumer protection laws. I am requesting the BBB to investigate these issues and encourage Canary to:
- Provide transparent renewal pricing upfront in all communications.
- Simplify the cancellation process, making it accessible via the mobile app.
- Ensure that Premium Members can download saved/bookmarked videos seamlessly via the mobile app.
- Offer a fair and customer-friendly refund policy for renewals.
I hope the BBB can assist in resolving these issues and ensuring that Canary adopts fairer business practices.
Thank you for your time and assistance.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** ****

Customer Answer
Date: 02/11/2025
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:

I'm unable to download the update from the Google play store and have provided Canary with image of the error but am downloading via a different device. Will update company once this is complete to get a prorated refund.

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

Sincerely,

***** ****

Business Response
Date: 02/13/2025
We will be ready to proceed with the cancellation as agreed when you request it. Please reach out vie **************.is
We consider this matter closed with the BBB.
Initial Complaint
Date:11/01/2024
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 canceled my service with this company and they did not want to refund my money. Instead, they insisted I have to keep their service and am not entitled to my own back. This company seems to force people to the annual subscription without any opportunity to get out of it. Very disappointed.
Business Response
Date: 11/04/2024
Thank you for bringing this to our attention. Customer purchased ********************** and agreed to the terms of service since Aug 30, 2023 04:22 EDT. A reminder email is sent each year prior to the renewal as a courtesy only and our system confirms this was sent on Aug 23, 2024 00:24 EDT. The subscription renewed on Aug 30, 2024 04:22 EDT. Customer called and requested cancellation of their subscription on November 1, 2024, therefore their subscription expires on Aug 30, 2025 04:22 EDT as per terms and conditions agreed to by both parties. As the customer contacted us after the renewal took place, we are unable to provide a refund.
Initial Complaint
Date:10/23/2024
Type:Billing 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 a charge from them on my credit card. Never heard of this company, so I contacted their support. Support has no record of me or my email address. How on Earth do they have my credit card information then?
Business Response
Date: 10/24/2024
Hi *******,

My name is ******** and I am a member of the management team with Canary, Smart Home Security.

The charge you have is not from Canary Smart Home Security but from Canary LLC a limited liability corporation in ***********

Google shows Canary LLC is an oil field in ********** and have to do with the energy business.

Phone: **************
***************************************

Please remove your BBB complaint against us as this is not a charge using our services.
Customer Answer
Date: 10/24/2024
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:09/29/2024
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 was charged $129 USD for a yearly subscription without an email warning me of the charge 7 days prior to it.The minute I was charged, I reached out to the company asking for a cancelation and a refund and was presented with terms of service where it says they were supposed to have e-mailed me but didn't.
Business Response
Date: 09/30/2024
Hello,

On Sep 22, 2024 12:26 AM EDT, 7 days prior to the renewal, Canary sent a renewal reminder as a courtesy to the email address listed here. This annual subscription was opened on Sep 29, 2022 5:00 PM EDT and has renewed in both 2023 and 2024.

A customer can cancel at any time and this is applied to the next renewal date. Within those 7 days prior to renewal after the reminder is sent, a customer can self-cancel within the app, send an email to ********************************** send an SMS, open a chat or call the Canary customer service team who will confirm identity and cancel for them should they need that assistance. Once the renewal happens, per Canary terms of service which this customer agreed on Jun 16, ********* AM EDT, a cancellation will happen at the next renewal date.

Canary would not be able to offer a refund, per those terms of service.
Initial Complaint
Date:09/03/2024
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.
When I signed up for Canary Premium, the package includes the use of a safety button. However, when I tried to set this feature up there were issues with the website to noonlight that it would redirect me to. I contacted Canary and worked with them to delete and reset up the app, and whatever other steps they wanted me to take before they let me know they would investigate the issue and get back to me. I have followed up with them between 2 to 3 times a month for the past two months and they are unable to fix the issue or provide proper reimbursement as a major feature in the premium package that I paid for is not working due to no fault of my own.
Business Response
Date: 09/04/2024
Hi there, thank you for bringing this to our attention and are sorry to read of your experience. We have contacted Noonlight on your behalf and a member of the management team with Canary will phone you this morning PST as Noonlight have provided what they believe is a solution to the issue you are facing.

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Canary is NOT a BBB Accredited Business.