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:02/25/2025

  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.

  Date of Purchase: 1/10/2025 Purchase amount: $1,081.43 USD Item Purchased: Evo Lite+ Drone Premium Bundle Situation: Upon arrival, the drone remote controller was damaged and non functional. The mechanism to hold the mobile phone on the ** was broken. After further inspection, the remote controller would not charge, nor hold a charge. I contacted Autel via email on 1/18/25 regarding the issue with the remote controller. They responded on 1/29/25, stating a case number had been created. I was emailed a form to fill out that detailed the issues. On 2/13/25 I received an email stating that I was to ship the remote controller to Autel for repairs. It was their intention that I pay for shipping, which I stated was unacceptable. I told Autel it should be their responsibility to pay for the shipping, as they sent me a defective device. I did not hear back from Autel until 2/20/25, in which they stated they would be creating a shipping label for the device and requesting patience. Since this time, they have completely stopped all communication and will no longer respond. They have now ghosted me and left me with a drone that is completely non-functional. I do not know what to do at this point.

  Business Response

  Date: 02/25/2025

  *****,

  I apologize not solving your issue by our customer service team.

  I'm shipping you a good controller to you now by  *** next day#1Z2F5A472996883152

   

  *****

  Customer Answer

  Date: 03/05/2025

  The business responded and sent me an additional remote control which is also non - functional. Now the new controller charges but still will not connect to my autel drone. I have stated to the company that I am officially fed up with their non-functional products. I have requested a full refund, unsurprisingly, I have not yet recieved a response after requesting a refund. 

   

  So, the case should still be open as this issue is ongoing. 

  Business Response

  Date: 03/21/2025

  *****,

  The key is to update your drone to the latest firmware since the new controller was updated before overnighted you.

  We are doing our best to solve your case, right now we are waiting for your return for refund.

  *****

• Initial Complaint

  Date:02/06/2025

  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.

  bought 1-15-2025 $9,299.00 Autel EVO MAX ***** ***** won't connect to *** Satellites to be able to fly I want to return the drone for a full refund. Autel emailed me and let me know the problem but didn't provide the software to repair the drone. Autel then stopped emailing me back. From: ****** **** Date: 2025-01-19 01:10 To: sales Subject: ORDER #**** Hi Autel Pilot. Im having some trouble with my new drone purchase. What is the best way to do a return?From: sales ************************************* Sent: Sunday, January 19, 2025 10:42 PM To: ****** **** <*****************>Subject: Re: ORDER #**** Dear ****** ****,Thank you for your ********* mentioned that your new drone is experiencing some issues. Could you kindly provide a more detailed description of the problem? If possible, it would be helpful to include a video of the issue as well. We look forward to assisting you further.From: ***************** Date: 2025-01-20 21:07 To: 'sales'Subject: RE: ORDER #**** Hello good morning. The drone has a hard time connecting to satellite(s) and or the remote. I have to turn off (remote & drone) and on 4-5 before connecting. When I have them connected and the drone is flying it comes disconnected from the remote often. It takes me ***** minutes to get the drone to fly. I dont have any videos at this time. On Mon, Jan 20, 2025 at 9:53PM sales ************************************* wrote:Dear ****** ****,Thank you for your message.Could you kindly assist us by filling out the questionnaire below? Once we have this information, we will contact our technicians and provide you with a solution.Aircraft Serial Number: (This can be found on the box near the barcode section or inside the aircraft's hull underneath the battery in tiny print on the ** code.)Please provide a summary of the issue or any details:Please provide photos or videos related to the problem:Please provide the date of crash, flyaway, or damage: (Date/Month/Year)

  Business Response

  Date: 02/06/2025

  ******,

  Our company name is Autel Robotics USA LLC not Autel Pilot which is located in *********

  Pls pass your complain to Autel Pilot instead.

  Thank you!

   

  *****

• Initial Complaint

  Date:12/03/2024

  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.

  I purchased a $9k drone made by autel and to protect my interests I purchased the Autelcare that allows me to make a claim for remedy and repair possibly replacement if I have an accident and crash my drone. My expiration date for the Autelcare was up on December 2nd. I had an accident on November 29th. I have tried to contact support by phone, leaving messages, and emails and not getting any confirmation that they have received my information regarding my event. I am now worried that they will not honor the contract for this crashed that is clearly documented in the flight logs that something happened that was beyond my control. Not sure what repercussions I can try to move forward on at this point. It hasnt been a long time but I have a business to run and I have zero information and cant seem to make contact with anyone. Please help me to know my next steps. I paid around around $9,000 for the drone and $786 for the AutelCare insurance.

  Business Response

  Date: 12/03/2024

  ******,

  I'm working with our customer service team to get your case solved.

  Thank you!

  *****

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22634473
  
  I am rejecting this response because: I have received ANY correspondence regarding my request for service to which I paid for. I am trying to run a business locating lost pets with my thermal stone and have no means of doing so without it. Therefore, I need anyone to respond with anything they may have for information rather than ignoring or not responding in a professional timely matter. 
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 12/29/2024

  I apologize that I did not respond to this response as the email must have missed my attention. 

  I will say that they did get in touch with me quite promptly, possibly that night after I put in the complaint.

  Here is a brief chain of correspondence.

  Dec 4th received correspondence and to send my drone in. Sent out Dec 4th via their express shipping label. It arrived to them on Dec 10th. Diagnosed and determined needed replacement. $689 deductible paid, shipped out, then finally received on December 21st. Attempted to power on and make sure the drone was a good replacement. Right from the start, I could not get the drone to pair/connect to the controller. At this point, after working with tech support with issues in the past, I know how to make sure the controller and drone firmware versions are the same and how to install them if not. I saw the versions were the same but the controller and drone still would not connect. After many attempts and speaking with technical support, walking through and making sure everything is correct, the drone and controller still are only connecting intermittently. I went as far as testing outside and the drone will not respond to directional maneuvers unless I turn off obstacle avoidance. I have done all the cleaning and recalibrating that is to be done to check and make sure all is clear and still no resolve. I CANNOT continue in this process I believe they sent me a refurbished product that isnt living up to a standard that I require as a business owner. I dont know where to turn at this point as I lose business every single day I am without a drone. 

   

   

  Customer Answer

  Date: 01/09/2025

  This has been an unbelievable journey with this company and I believe the person I am communicating with via email is from the originating company in ***** but the place I sent my crashed drone for replacement was the **************** location. This is the person I had communication with via phone regarding the troubleshooting which he had to send it up the chain also.

  I can send the email list I had with the company to which their final response today was:

   

  Hello,
  Thank you very much for your patience.
  
  The issue has been identified, and it will be resolved in a future firmware update. Please kindly wait, as the new version is expected to be released around early February.

  

  Your kind understanding will be greatly appreciated.
  
  If you have any further questions, feel free to reply directly to this email and I'd be happy to assist.
  Best Regards,
  
  ******| After-sales Technical Support

   

   

  The tech from the phone claimed that from the repair/Case number:100683 shows that the replacement they sent me was brand new. My ultimate question would be, Why am I working so hard and now having to wait for a drone I paid my deductible on to be received in new order as they say it will be so I can carry out my business. Why am I having to jump through these hoops? 

   

  I am going to try and send the email conversations. 

  Customer Answer

  Date: 01/09/2025

  I just got off the phone with tech support again and they said now that it could have been a refurbished item but that they test it before they send it out and it shouldnt have had the issue that it must have happened in the transport. They say a firmware update will fix the issue though. I dont get how a future firmware update for the fleet of all Autel Evo Max 4t's is going to fix the issue that causes my drone to not connect to the controller every single time I turn it on.

   This is absolutely ridiculous that I have to go through this, especially when paying my obligation of the $689 deductible to have my drone replaced when I had an accident, only to get one that does not fly. I own a business that searches for lost pet and this time of the year is when we are most needed and we are losing so much money. Im not even sure what to do at this point. 

   

   

  Business Response

  Date: 01/15/2025

  Don,

  There are many cases on your account, pls let me know which case you are referring to so I can find the answer for you.

  Based on what you said, your drone can't pair your controller, did you send it in for service? when? do you have the tracking number?

  Thank you!

   

  *****

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22634473
  
  I am rejecting this response because:

   you are requesting the correct issue regarding my complaint. It is indeed the fact that it wont CONSISTENTLY pair. It pairs intermittently then when it dies and I had the chance to put it into the air it flew for a bit, I landed it, then it disconnected again. Then another day when it consistently paired at least 5 times, I then tested the flight and it wouldnt move any direction until I turned off the obstacle avoidance. 
  I am just about to send it in, but I question why I have to do all this work after paying a deductible for a replacement drone that any person in business would expect to be like a new drone when attempting to fly. Here it is a month later and I have lost thousands of dollars in business because of this. I am now about to ship it out as it seems to be my only option. I am quite worried that there will be an attempt to place blame somehow on me. Im stuck between a rock and a hard place in this situation. I have been flying this type of drone for a year and love it and know the ins and outs of it but feel like Im being taken advantage of somehow with a drone that was subpar. 
  This should not be happening. 
  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/07/2025

  Don,

  It looks like my repair team is shipping you the replacement under care.

  I'll update you with the tracking#. Thank you!

   

  *****

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22634473
  
  I am rejecting this response because:

   Not here yet. Lost almost two months of business from the date of the original incident. I shouldnt have expected any less.. but over a month ago. This will never be acceptable customer service in my mind. 
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 02/18/2025

  I didnt see where I had any other option to move forward but to select Complaint has been resolved. It was resolved on Autelpilots end I guess as they sent me a new subpar compared to my original 4t thermal drone in replacement. Not acceptable. And, the fact it took so long and I lost so much business is just the tip of the ******* with this company as I did much more research on the different forums and see there are many like me. 

  A replacement after two months of going back and forth is unacceptable. Especially when the one that was sent as a replacement in the first place was not up to par for me to use in my business, safely. To satisfy or remedy a situation like this where I have lost I realize it has to be taken up in small claims court, but I am going to do so much more than that as AutelPilot thinks the little guys dont have any pull and we just have to take what we get when we get it. I will absolutely make sure with everything I have in me, not one single person that mentions Autel with ever purchase their products. With customer service like this, its worth it to spend twice as much on the competitor and get the customer service. 

  At this point, I would love to just get my money back and you can take this brand new drone. 

  I am done with Autel. 

  Customer Answer

  Date: 06/02/2025

  I apologize as we are back at it again with this case I have gone back and forth with. I believe I need to reopen the case. I dont honestly think this company can help themselves in what they are doing with non-commercial customers. They think they can so they will. I thought the firmware was going to take care of the issue I had. It did after I finally did the troubleshooting to connect the controller to the drone. Flew it a few times and there is an issue with the cameras not being centered equally that makes this type of drone completely unusable for business. I literally only flew it three times since I received this replacement because I just wanted to sell it. 

  This is so frustrating but I am just going to be patient this time as I have already completely lost the thermal pet search part of my business due to this Autel service issue. 

  Business Response

  Date: 06/05/2025

  Don,

  We replaced your unit free.pls send the unit back to see what caused the issue.

  Thank you!

   

  *****

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 22634473
  
  I am rejecting this response because: Yes you did replace my drone but no it was not free. There was a deductible to replace this drone under the insurance I purchased through Autel to cover it should there be an accident. This first (refurbished) replacement wouldnt pair properly and I flew possibly 5 times. Never able to use for business purposes. The process it took to get it sent back at that point was beyond unacceptable. Once you received it, you claimed to have sent me a new XE Rigged Bundle. Unfortunately, the tester of the refurbished unit left the recording of the test on the drone. With this unit and a few glitches the firmware update fixed, this unit also is unsuitable. This is a quality control issue Im sure but none the less, not my fault. I sent the photo of the side by side camera views of the thermal and the rgb and the center points are clearly not even close. Rendering this drone unusable for any type of business. I apologize that it has to come to this, but I completely lost my thermal pet search business due to the lack of quality control in the refurbished products along with the customer service delays. I will say this again and stand firm on it, when I originally got this drone a few years back, it was the best drone I had and used even over the *** M30T. I just want the original product back to that point. Its frustrating, but I am being patient this time. I have nothing else to lose. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/19/2025

  Don,

  Pls go ahead to send the unit back to me for repair. Thank you!

  *****

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 22634473
  
  I am rejecting this response because:

  The issue still isnt resolved. I received my drone back once again, this time for a misalignment of the center points of the thermal and rgb cameras and the centerpoints of the cameras are still not good. I dont want to sound ungrateful as Autel tried to do me one even better by giving me an upgraded gimbal, but the issue must be in the programming of the drone as it was bad on this brand new gimbal also. Again, not to sound ungrateful to the attempt, this upgraded gimbal doesnt allow me to zoom in like I need to with my rgb camera as I do search and rescue for small pets. The old rgb zoomed to 160x, this gimbal set in the 4N only goes to 8x. Unfortunately, not good enough. 

  I still cant believe though, that the drone was never checked for the issue it originally came back for this last time as I would have thought quality control would have checked to see if the issue was still there. 

  Please *****. I am not sure what to do at this point.again. I am just going to be patient as I have stated already because I have lost the thermal business part of my drone fleet and now just want an air worthy and useable thermally equipped drone. Does the Autel Alpha have this many issues? If not, you could send that one and end this once and for all because I dont think there is an airworthy Evo max 4t that I cant find an issue with since the firmware updates and changes to the *** It just isnt ready to be out. Please help me get back on me feet. 
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/01/2025

  Don,

  We tried our best to service you, but now you are saying the product doesn't match your expectation after more than 1 year usage.

  I understand your investment on this drone is huge, but I sent you a free replacement to close your case.

  Alpha is more expensive than Max4t, I can offer you better price if you want to buy.

  Thank you!

  *****

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 22634473
  
  I am rejecting this response because:

  Sir, you are not reading the emails I have been sending. Please mediator at the BBB. Do something to help me. Do you not understand what has been going on? Are you like the quality control department that takes care of what you are sending out after being repaired? No attention to detail?  Please review what information I have sent you in the last 9 months. This is how long it has been since I have been able to do business with a thermal drone. Trust me, I want this to work. Again, I will say, I LOVED my original Evo Max 4T. Flawless until it came out of the sky and I needed to use the insurance to replace it. 

  So lets go over this again from the time you sent me what you call a brand new drone for free. Free, in regards to me paying $900 for the insurance for when it crashed, then another $700 to replace it. You sent a replacement that your customer service could not get paired, remote to the aircraft. Then said there would be a firmware update. Never happened. After more than a month of hassle trying to get you to take it back you finally agreed there was nothing you could do and you needed to inspect it further. Again, quality control should have checked to see that it wouldnt pair continually, that it was an intermittent issue. Im guessing if it was possible to fix, i would have gotten that one back. I didnt. I got the new one. I wasnt going to even break the seal, just sell it outright as I didnt want the hassle of Autel any longer. I lowered it $2000 and still I got no interest. So, after a month, I decided I wanted to give it another shot. Opened it, flew it, and got a thermal camera shutting off for power consumption notification. Changed batteries, same thing. Called **** as CS, and he said it was a known issue and that there should be a firmware update for it. So, again, I had a drone that I was unable to use until the firmware update that I just wasnt confident was coming. A few weeks later, I downloaded it. Great. Until I tried to pair the remote and the drone. No luck. Even with **** from CS walking me through just in case I was missing something. I finally tried a mesh network pairing and it somehow worked and **** said it should stay paired as long as its not disconnected from that mesh network pairing. Problem solved, back in business. Flew it like a kid on Christmas going up to use the thermal capabilities and what do I findThe center points of the cameras arent even close to usable. I mean, if it was just a fraction off, i would have been ok with it I guess. But this is not usable in any case but only as an expensive novelty item. I did have to send it in again and the gimbal was replaced with the upgraded 4N gimbal. I was very thankful for that at first until I found it had the same issue. Again, I ask, where is the quality control. And unfortunately, I cant really use the 4n as it doesnt have the zoom capabilities I need for thermal pet searches. I wanted to be grateful but still have an unusable drone. 

  So, here I am again, *****, with an unusable drone and someone that is telling me I have been using this drone for a year and now Im reporting the problems. Please track what has been going on with my transactions and see if my timeframes are accurate. My flight logs, or lack there off would tell the whole story. I havent been flying. Well, I have, but it is with my DJI products that I still have for photography and videography. Anyway, why would I be wasting both our time, rather than flying this thing making money in my thermal pet search business? The argument you are making against me just doesnt make sense.

  I went as far as searching the autel forums for anyone else with the issue. I found others with the same issue, and using it for the same type business so they understand the need for precision in the cameras. 

  So, to date, as of tonight, I just sent another video to **** in the ************************ and he is sending it to the engineers apparently. Do you guys even make or distribute the original 4T? I just want that model back. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/17/2025

  Don,

  Based on your feedback, you bought the wrong drone since I fixed and replaced drone.

  Pls contact the seller to return your unit.

   

  *****

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 22634473
  
  I am rejecting this response because: I cant even understand Jimmys logic here. I believe there is some kind of language interpretation barrier. Basically, the replacement drone I was given, a few different times, has NEVER,  (meaning in a business sense of making money) worked properly. 9 months of hassle. It doesnt mean there wasnt a lack of effort to attempt to get it to work on both ends but, I have been so patient in the waiting and we just cant seem to get on the same page. *****, I see there is a v2 of the Autel Evo Max 4T. Is that aircraft ready to be used as a commercial drone? 

  I know **** and the team are still diligently attempting to work with the engineers on this issue but like I said, there are a few others stating they are having the same issue. And to add to this I guess in a good waywe have two autel Evo maxs, both the 4t and 4n I talk our department into buying, that havent had these issues. But, they havent been updated to the latest firmware yet either. 

  Please *****, I just need a drone that works properly and is thermal capable and has a quality zoom like my original 4t. I need to get my business back up and running for profit. 

  Again, I ask, *****, why would I continue to go back and forth on here with you if I was making money with this drone. Not only that, your team could very easily see that this drone has not been flown but only to test the cameras. 

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

  Business Response

  Date: 07/30/2025

  Dear Don,

   

  There is no language barrier here!

  You bought the drone from others, you are not happy with the features, we sent you the replacement, you are still not happy with the features and you are asking me for money back.

  I'm telling you to ask the seller to refund you, because I didn't even sell this drone to you. As a manufacturer, I can only offer you after market services.

  Thank you!

   

  *****

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 22634473
  
  I am rejecting this response because:

  ***** still didnt read the original complain nor any of the subsequent complaints. It is not the features *****. It is not the ***** *****. It has nothing to do with the original seller *****. It has to do with the drone not being up to par, that isperforming as equally as the original that I had purchased, and also paid insurance for, and also a deductible for, to be given to me as a replacement for my crashed drone. 
  Let me give an example. 

  I have a car accident that totals my car. Here in the ** in NY state we must pay car insurance. This protects us and others when there is an accident. So in this case, my car is totaled and my insurance company agrees to pay for another replacement carto which I also had to pay the deductible in order for my insurance to kick in and pay for this car. I get the same exact car. Identical, perfect. When I go to drive it I notice the lights flicker at night to where I almost cant see right in front of me. Thats not good. Take it to the dealer and they say, there is a recall in these vehicles because there are quite a few doing the same thing. The manufacturer is working on getting it fixed. I say, well what am i supposed to do in the meantime. I cant drive at night, its dangerous. Its the same exact car except a few are having this issue that is a manufacturer defect. Is this my fault, the insurance companies fault, the dealers fault? Who should take care of this *****? I did everything I had to do with this car yet its unacceptable. What should happen? 

  Here in lies the problem. I paid for insurance, crashed a drone, paid a deductible. I received a replacement (refurbished, which is not an issue with me), which had issues and couldnt be brought up to original workmanship and quality of my original drone, then issued another, apparently new, probably brand new, BUT, it had a defect which was fixed by an update at which point it had another defect of not pairing which customer service could not even complete. I then got it paired at which point I noticed a severe defect to which I couldnt even use it to do what it was originally purchased for in my business and that is animal search and rescue. I know this very well as I urged my law enforcement department to purchase the exact same drones for search and rescue also. I checked both drones again to make sure I wasn't going out of my mind to see that the center points of the cameras were not aligned. They were good, but they are both the original hulls. Not the ** version. They are in the process of updating to the latest firmware so I can confirm that its not the firmware version 1.9. Im hoping it is as that would be an easy fix. Also, I had to go a step further and went to the internet autel forums to see if there were any others with the same issue. Sure enough, I found a few, ** hull, and am in contact with them. So, Im thinking by this information we have a defect of some sort that doesnt affect all, but at least some. 

  So, with this said, you can see that the replacements that I have been dealing with over the last 9 months have obviously not been sufficient or I would be flying them and making a living commercially. You can check all flight logs and see I have only flown in the last 9 months as simple tests to see if the drone is airworthy. Instead I am here still trying to get something, anything, to be able to get back to flying. Why would I have any other reason to be wasting my and your time on this. What could I possibly get out of it. Time is too valuable to be wasting doing this other than I , ****** ******, spent quite a bit of money on a drone that was quite sufficient until it came out of the sky. 

  Please help me *****. I dont want to do this any longer with you but, as you can tell I am willing to continue to go the distance until it is resolved. I am persistent but honorable in that I dont put down the Autel aircraft in any way as I continue to stand on it being the better of the two drones I had and tested for the department I work for (DJI vs Autel) and I continue to back Autel. Its only the customer service hiccups that distract me from the excellence that Autel could have. I am sorry I have to say that though the guys and now young lady I talked to recently in ********** have been very accommodating in what they are trying to do for me but only have so much they can do before issues have to go to the engineers. 

  So as you can see *****, this is not an issue I can take up with the original seller. Its a manufacture defect. Please help me so we can move on. 

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

• Initial Complaint

  Date:08/16/2024

  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.

  My organization purchased an Autel EVO II Pro *** in October of 2023. After a few flights it became apparent there were issues with the *** units. We sent the unit for service (at our own shipping cost) in February of 2024. We received no confirmation or communication after it was delivered. We had to reach out after two weeks and wait on hold while the service technician "found" our drone. They finally sent it back in late March stating the unit worked fine. We tested it and again had the same issues. This time we requested a prepaid shipping label. We attached the label they sent only to have the drone delivered back to us. They had given us a prepaid label to ship the drone to ourselves. So again, we shipped it to them at our cost. We waited over a month with no communication from Autel until they finally sent it back again with no repairs. This companies customer service is atrocious. We would like to return our drone for a full refund.

  Business Response

  Date: 08/17/2024

  ******,

  I'm sorry for your negative feeling on your drone service.

  I read through your case#***** and found that we concluded your drone is working well, but the *** needs a 3rd party software to take off and work.

  I'll discuss with my engineer next Monday to see if we missed anything.

  Thank you!

   

  *****

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22155428
  
  I am rejecting this response because: We are using a third party software without success.  If, as you say, the drone is working properly, please accept it for return as we have no wish to continue working with your product or company.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/23/2024

  ******,

  You bought this unit from our dealer not from us directly.

  We can't refund you, pls go to the dealership to return your unit and get the money back. 

  What I can do as the factory is to service your drone or send you the replacement under warranty

  Thank you!

   

  *****

• Initial Complaint

  Date:08/09/2024

  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 purchased an Autel EVO ll V3 640T on 8-11-23. It had been in service for about 6 months before my client required a different platform to gather the required information per the terms of our contract. On 3/5/24, I secured a buyer to purchase the equipment but could not unbind the device from my account. After reaching out to technical support on 03/09/24, a ticket (Case # *****) was created to assist me with the issue I was having. The tech assured me the matter would be handled promptly, and I would hear back within 5-7 business days once an engineer could handle the ticket. One month passed, and no communication was ever received from Autel Support. I called again sometime between 4-6-24 & 4-10-24 and was informed that the ticket was elevated to priority status, but again, I would have to wait 5-7 business days. Now it is 8-9-24 (5 Months later), and I still have not heard anything back from Autel. I have had 3 potential buyers come and go in the meantime since the first buyer was ready to purchase this drone. I am unable to sell the drone due to it being bound to my account, and I have received NO assistance whatsoever from Autel regarding their product. All the while, I have watched the value of the drone slowly slip lower and lower as the months pass. This is unacceptable and completely unprofessional of Autel, and I feel they have taken my money ($4,053.68) without the support promised with the initial purchase.

  Business Response

  Date: 08/20/2024

  ******,

  Im sorry to hear your case is not solved yet.

  Pls go ahead to send me your drone's serial number and your account so I can help you out.

  Right now we can offer you 30% to buy V3 if you like.

  Thank you!

   

  *****

   

  Customer Answer

  Date: 08/26/2024

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

• Initial Complaint

  Date:05/12/2024

  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.

  After creating an account with ********************** and registering a device, I provided my personal information (Name, Address, Phone Number and Email). The very next day I was contacted by Experian Identity Works that my phone number was found on the Dark Web. Since that time, I get 5-10 phone calls a day from unknown numbers even though I am registered on the National Do Not Call registry. I then attempted to delete my Autel account. Upon attempting to remove my account, ********************** informed me I couldnt close my account as there was a device registered to my account. There is NO option on my OWN account to unregister MY device. I have to contact Autel to allow me to unregister my device. I contacted them 2 weeks ago with no response.

  Business Response

  Date: 05/29/2024

  ******,

  I'm so sorry for  your inconvenience.

  I'm checking with my IT people to delete your account.

  Thank you!

   

  *****

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21701887
  
  I am rejecting this response because:

  I am getting ***** calls a day from unknown numbers since Experian alerted me to the finding of my number on the Dark Web. I cannot prove this to be linked to Autel though I find it, incredibly, ironic that the day after I registered my device to *********************** website that all this happens. I havent created a new account for anything this year(2024). I dont know what resolution Im wanting, but Im incredibly frustrated that my number is out there now for all to have!
  
  
  *************************

  Business Response

  Date: 06/10/2024

  ******,

  Could you tell which order you have with us so I can offer your accessories as compensation?

  *****

  Customer Answer

  Date: 06/11/2024

  *****,

  The attached file is a screenshot of my order. However, upon finding out my number was put on the Dark Web, I promptly returned the item and attempted to close out my account which I was unable to do.
  
  *************************

  Business Response

  Date: 06/17/2024

  ******,

  I just realize that this is for our automotive company in ***

  I'm tranfering your case to them now.

  Thank you for your patience!

  *****

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21701887
  
  Waiting for resolution 
  
  
  
  

  Business Response

  Date: 06/25/2024

  ******,

  I forwarded your request to our sister company Autel automotive for solution and also copied you.

  Pls close your case with Autel robotics accordingly.

  Thank you!

   

  *****

• Initial Complaint

  Date:05/08/2024

  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.

  I purchased an Autel ********** drone on April 18, 2024. I connected my controller and drone to the internet and performed all prompted updates. I flew the drone for the first time on April 22, depressing the launch button on my drone and it rose 3' off the ground. The drone was unresponsive to all control movements and started listing towards my car. I tried to wave and engage the collision protection, but it did not respond. Fearing for being hit by the propeller blades i had to move out of the way and my car was hit and the drone crashed. The speed was approximately 1 foot every 4-6 seconds (slow). Restarting the drone the I heard a slight beep, so I turned it off and waited a short period and restarted it and didn't hear the drone beep. I moved further away from objects and tried another launch and the drone responded and I took a short flight, and when it landed I noticed the beeping from the the drone. I took it home and tried to see if it was a calibration issue, but the beeping continued. I contacted Autel and they told me to ship the drone back to them at my cost ($300). I told them what occurred, and they said I had to pay another $4500 to fix the drone back to working order. I feel this should be covered under a warranty claim.

  Business Response

  Date: 05/19/2024

  ******,

  I'm so sorry your drone damaged. Here is the feedback from our tech:

  This unit is on very old FW. Customer flight log shows that the pilot took off with a low satellite count of 12. This indicates that the ** had some type of inference to get the 20+ satellites to fly safely. The pilot took off throttled up than pitched forward 4 seconds the ** struck an object at just over 1 meter in the air and crashed. This crash has damaged the roll and yaw motors on the Gimbal. We will have to replace the Gimbal.

  You mentioned you checked the drone and found the firmware was updated, however you have to connect to internet to make sure your drone's firmware is updated to the latest version. 

  As you may know the gimbal is the most valuable part on drone, I'd like to offer you extra 10% off for your invoice.

  I'm sending you email on your ticket, pls go ahead to communicate with us.

  Thank you!

   

  *****

• Initial Complaint

  Date:03/10/2024

  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.

  Please refer to attached letter for details I purchased the Autel MAX ** June 17, 2023, from Autel Pilot an authorized Autel Robotics reseller. The drone is covered by a 12-month manufactures warranty. I also purchased the Autel Care Program on April 19, 2023, for $810.00 to assure I would be completely covered for 12-months. There have been three issues with this drone.Loss of signal Smart controller screen freeze The smart controllers failure to consistently control the drones movements.These matters are clearly documented in an email chain with Autel Robotics. The ongoing case number is *****. I have spent numerous hours over the last four months sending emails, calling customer service, and sending multiple data files to Autel customer support. I have sent screen recordings, smart control logs, drone system logs, videos of actual flights, screen shots, flight logs, descriptions on flight environments, and flight locations. Also, I have answered questions about potential infrastructures that would cause signal interference in the flight environment, and what direction I was facing during the filming process. Autel **************** and technician continue to focus on the environmental or signal interference as the cause of this matter. I have made it very clear, I have conducted the same filming missions, within the same general area, for three years with six different drones and the Autel MAX ** is the only drone having signal loss, screen freeze and unresponsive control issues. On March 9, 2024, when I spoke with the Autel **************** agent, it was the same request, send more flight, controller, APP logs and screen video recordings so we can assess the problem. I stated, I am finished being your test pilot. If you are unable to assure me that I will receive a new drone and smart controller I will submit an official complaint with the Better Business Bureau. So here I am requesting your help to resolve this matter.

  Business Response

  Date: 03/12/2024

  ****,

  I'm sending you email from our system to make sure your case will be taken care of soon.

  *****

  Customer Answer

  Date: 03/13/2024

  Hello

  I received the attached message from Autel, but it does not indicate what the solution will be to close the case. 

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

  ************ 

   

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21413335
  
  I am rejecting this response because:

  Over the last three months, the customer service representatives at ********************** have repeatedly promised this case would be escalated to a higher level. I was told three times that a manager would contact me to resolve this matter. To date, I have not been contacted by any manager from Autel Robotics. I sent my drone to the Autel repair facility in ******* **, and it was shipped back the next day stating there was no problem with the drone. There is a problem with this unit as specifically detailed in my initial complaint to the Better Business Bureau. The only acceptable solution at this point is for Autel Robotic to put it in writing and guarantee that my current Autel MAX ** and smart controller will be replaced with a brand new Autel MAX ** drone and smart controller.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/15/2024

  ****,

  
  

  1. Did you receive your returned drone?

  2. I forwarded you the shipping label for you to return your drone to us to evaluate your case again to see if you can use your autel care to get the replacement.

  Thank you!

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21413335

  This is a continuation of the ongoing unresolved case. 

  *****,

  I have received the drone that was shipped back to me and received an email stating there was no issue with the drone or smart controller. Test flights in various environments, and conditions have confirmed the same issues persist.  I also received the second shipping label and was waiting for a response from an Autel Robotics manager as I was promised. *****, are you an Autel manager that will be reviewing this case?
  I will return the drone and controller and sincerely hope the communication will improve and planning for a final resolution as I previously stated in my last response.

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

  Business Response

  Date: 03/27/2024

  ****,

  I'm calling you to solve your issue. Pls send your drone back to get the replacement.

  Thank you!

  *****

  Customer Answer

  Date: 03/28/2024

  Good morning BBB,

  *****'s last message requested that I return the drone. I received a shipping label from Autel Robotics and the returned the drone via ****** It was received by Autel on March 21, 2024. Attached is the email received from Autel confirming the return. 

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

   

  Business Response

  Date: 04/04/2024

  We are still processing this case, should be solved next week

  Customer Answer

  Date: 04/04/2024

   
  Better Business Bureau:

  I received a replacement unit on 4-2-2024. 

  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:02/26/2024

  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.

  I purchased the *** II drone. It arrived broken, nobody at the customer service will answer the phone, I have called 14 times. I have emailed for 3 weeks. Nobody there. Now I have a drone that does not work and nobody exist at this company. BHPhotovideo (I purchased the drone through them) is trying to get through to them as well, nothing so far, it is like they shut down. This is a ******* only buy from companies that have US based customer service departments.aircraft S/N ***************** BHPhotovideo order # **********

  Business Response

  Date: 04/15/2024

  ****,

  Sorry to hear you have a drone DOA.

  Did you call ******* or Autel?

  I'm checking my system to find it you are registered with us, I'l follow up from there.

  Thank you!

   

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

  Business Response

  Date: 04/15/2024

  BBB,

  I believe we solved this case back to 3/25 when the complaint received the replacement of smart controller.

  Sorry for my late follow up!

   

  *****

• Initial Complaint

  Date:02/20/2024

  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.

  On February 5th 2024 I received notification that I order number ***** from Autell robotics has been delivered. Upon checking my porch I noticed it was not there to the date I have not been able to reach our children robotics regarding resolving the issue. Subsequently I found the items the cheapest price through another vendor. Therefore I was trying to purchase something in substitute of the items that came on missing.

  Business Response

  Date: 03/07/2024

  ****,

  I'm filing claim with *** to get refund, however *** is sending me the photo by concluding your package was delivered

   

  Thank you!

   

  *****

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21321020
  
  I am rejecting this response because: when I received notification that the package was going to be delivered I specifically stated for the *** to ring the doorbell and leave the package with the door person which they refuse to do therefore someone stole the package
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/09/2024

  For his order 31134,the customer didn't even pay the order only paid shipping fee as attached. No clue what he is looking for.

  For shipping fee, it happened as he said his package was stolen,not our fault at all.

  Pls review the case again.

  thank you!

  Customer Answer

  Date: 05/08/2024

  I am absolutely unsatisfied with the response from the company. They are stating in fact, basically that they dont owe me anything. Its not their fault that the package was not received my be. Also, they are tempted to make an issue because basically the majority of the value of the item are utilize a gift card that they count me because I was overcharged in this for my purchase so I am absolutely satisfied I was just requested today, send me anything. A gift card As compensation  and refund me the shipping handling charges that I paid for.