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:07/15/2024

  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.

  Hello;The ************ changed me vi auto-renewal yesterday (7/14/24) for an annual home monitoring service and I wrote to them asking it be cancelled and refunded as I received no known notice of renewal and am currently an unemployed senior on a fixed income. They replied with a *********** reply with instructions on how to cancel but no direct addressing of the requested refund except a small sentence at the end stating no refunds.

  

  Business Response

  Date: 07/22/2024

  Hello, a one-time courtesy refund was processed on July 15, 2024. Refunds may take up to 3-5 business days to reflect back to your account. Thank you.

• Initial Complaint

  Date:07/13/2024

  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.

  Since June, 2023 I have no use **** services and have continued to attempt to cancel my subscription however they have refused to cancel and have continued to charge me for a service I have not been using for over a year and can be proven. We live in a new state, with new cameras with a new camera service. They can verify I have not used their services. When I attempt to cancel it takes weeks to months to get a response via email because chats and calls all get escalated stating they have to investigate and get back to me. I was then told even though it's their company, their services and their charges I have to cancel through apple as it was an in-app purchase through apple. Well, I no longer have an apple iPhone or apple account. I then spent over a month trying to deal with apple. They said they could cancel the recent charge and attempt cancellation however since **** has set it up as a "onetime payment' even though it is reoccurring they cannot stop future charges; I would have to cancel my card all together (which would cause significant problems and inconveniences for myself. They are continuing to refuse to cancel or refund my account. USAA is able to help with a onetime charge and that it is since it is set up as a onetime payment as they are unable to submit stop payment for recurring charges. This is a loophole to keep fraudulently charging people for services not used. This has caused me so much time. If it wasn't such a small monthly charge, I would have been more aggressive about this months ago, but I don't have hours and hours every month to spend on this. At this point I am fed up and feel incredibly taken advantage of. They are REFUSING TO CANCEL AND REFUND MY MONEY THEY ARE FRANDAULENLTY CHARGING. THIS IS UNACCEPTABLE.Additionally, they make it incredibly difficult to get assistance and difficult to cancel outside of the different app company complications. Apple has confirmed they cancelled the subscription Conf # via apple ************

  

  Business Response

  Date: 07/22/2024

  Hello, we have 2 types of Cam Plus licenses. One is a "Web" license which is directly purchased from our website at my.wyze.com and another is an "In-App" license purchased with ****** Playstore or Apple App Store.
   
  Since ******/Apple has the payment/transaction for this, we wouldn't have a record for it on our system. Thus, we couldn't track or modify/cancel this subscription here on our end.
   
  If you purchased it with Apple:
   
  For iOS users:
  Login to the icloud account > Subscriptions > Active Subscriptions
   
  For Android users:
  Log in to the ****** Play Store account by going to the Playstore app > Click your icon on the top right > Payments and subscriptions > subscriptions
   
  Since we can't track transactions made through Apple/******, we highly advise contacting their respective Support Team for more billing inquiries. At this time, we do not have additional steps to try and are unable to make any changes to your subscription on our end as in-app purchase info is not shared with us by Apple or ******.
   
  For further assistance, please reach out directly to Apple (for iOS users **************************) or ****** (for Android users ***************************). 
   
  We apologize for any confusion or inconvenience this may have caused.

• Initial Complaint

  Date:07/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a camera within 12 months ago but I moved twice and never opened the box until yesterday. I set it up but forgot we had changed our WiFi password so I put the old one in during setup. The camera would not work and there is nowhere on the app to access/change the WiFi info. It tells you to reset the camera and start over. I have tried to do that several times but the indicator light stays solid yellow and will not go back to setup mode, shown by a blinking yellow light. I emailed support and I tried everything they suggested but still will not reset. I was able to contact someone by chat and they said theres nothing they can do because I dont have proof of purchase. I even offered to send the camera back to them to be fixed but they said no. So now Im out a camera and out the money.

  

  Business Response

  Date: 07/22/2024

  Hello, it looks like your item is out of warranty. We are unable to provide any replacements due to the product being out of warranty, however it looks like our team has issued a $5 Wyze Gift Card as a one time courtesy offer. You may read more about our warranty policy here:

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

  Thank you.

• Initial Complaint

  Date:07/08/2024

  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 recently purchased an extra camera and was going to add it to cam plus. However Wyze app only told me I could only add it with cam unlimited. I agreed, once I added cam unlimited. All of my cameras were added as well. Now all of my cameras are uploading videos. I have a couple cameras I only wanted the the photos of the event like before. I dont like that I cant pick anymore what cameras are under the subscription. My internet isnt very fast and when all of my cameras are uploading all of the time it really hurts my internet connection. So I tried to cancel the subscription and it wont cancel it and it wont give me a refund. I havent even had it for 30 days yet. This isnt right. This feels like a cash grab with wyze.

  

  Business Response

  Date: 07/22/2024

  Hello, we actually have 2 types of licenses. One is a "Web" license which is directly purchased from our website at my.wyze.com and another is an "In-App" license purchased with ****** Playstore or Apple App Store.
   
  Since ******/Apple has the payment/transaction for this, we wouldn't have a record for it on our system. Thus, we couldn't track or modify/cancel this subscription here on our end.
   
  If you purchased it with Apple:
   
  For iOS users:
  Login to the icloud account > Subscriptions > Active Subscriptions
   
  For Android users:
  Log in to the ****** Play Store account by going to the Playstore app > Click your icon on the top right > Payments and subscriptions > subscriptions
   
  Since we can't track transactions made through Apple/******, we highly advise contacting their respective Support Team for more billing inquiries. At this time, we do not have additional steps to try and are unable to make any changes to your subscription on our end as in-app purchase info is not shared with us by Apple or ******.
   
  For further assistance, please reach out directly to Apple (for iOS users **************************) or ****** (for Android users ***************************). 
   
  We apologize for any confusion or inconvenience this may have caused.

• Initial Complaint

  Date:07/05/2024

  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 own multiple Wyze Cameras for security within my property. Over the previous month two of my cameras have not worked. I attempted to reach out to Wyze and they confirmed it was a software issue on their end, and they don't know when it will be fixed. My cameras are within warranty. Even if they aren't however, they broke my devices. I paid for these devices and they have stopped working due to their online service no longer functioning as it should. I also pay a monthly fee for both devices - The monthly subscription is to have 24/7 playback and view recording events. This service has not been met over the previous month despite me paying the same price.I inquired what the company will do to remedy this issue. They have refused to refund the monthly fee on both cameras. They have refused replacement of my devices. They have refused to issue a statement on when the issue will be resolved.The monthly service and cost of the devices I paid out of pocket for are what I seek as compensation at this point. I have done nothing to cause this issue as was documented by the company itsself. This was not outside of the lifetime of the devices, and my other devices work with no issue. They have refused to work with me or give me further information about the issue they have caused.

  

  Business Response

  Date: 07/08/2024

  Hello! The Wyze team is aware and actively investigating this concern. We sincerely apologize for any confusion or inconvenience that you may experience while our team works to get things back on track. Please feel free toreach out to our team (www.support.wyze.com) with any further questions. Thank you.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21944552
  
  I am rejecting this response because: The business did not state anything in particular about the case, and has no resolution put in play.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/22/2024

  Hello! The Wyze team is aware and actively investigating this concern. We sincerely apologize for any confusion or inconvenience that you may experience while our team works to get things back on track. Please feel free to reach out to our team (www.support.wyze.com) with any further questions. Thank you.

• Initial Complaint

  Date:07/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September of 2023 I purchased 2 WYZe cameras and an adapter online from their website. They began charging me for a monthly subscription in October of 5.95. I did not need the subscription they were for someone else- with a subscription. I contacted them online immediately to cancel online with their chat box in Dec, Feb, March, April, May and June. Each monthly charge confirmation to my card. It was not until June 3, 24 that I was at my limit with this problem that should have been solved. I spoke with a member representative **** and told him to cancel it and he did not. I sent an email back to him but he asked for the account number email and billing for the person I bought the cameras for. He does not give that information out. I am asking for help to return the funds for a monitoring service I do not need or want and for WYZE to stop charging my card each month. I would never have signed up for this or bought the product off line had I know that they would continue to illegally charge my account for something I have refused. Unfortunately, I have a brain injury and not very mobile anymore or else I would have walked into a store and bought a camera. If someone can please help me with this I would appreciate it.Here is the original information:Original order #******* 2 Cameras and an adapter 95.68 7/3 Order# US6956395# 5.95 6/3 Order US6786240 5.95 5/2/24 Order US 6611117 5.95 2/3/24 Order US 5951495 5.95 12/3/24 Order US 5486488 5.95 11/3/23 Order US 5168655 5.95 4/3/24 Order US 6430230 5.95

  

  Business Response

  Date: 07/03/2024

  Hello, we have cancelled this subscription for you. We have also issued a refund for July but will only be able to issue a refund for this one month. Refunds may take 3-5 business days to process. Thank you.

  Customer Answer

  Date: 07/15/2024

  After I filed the complaint on 7/3/24 against Wyze for the charges, I received a credit for 5.95 on the same day. No one from the company contacted me. My request was for them to refund for a service I told them time and time again that I did not need and no further contact once this was done. I have since received a newsletter via my email but no other type of contact from them. Here are the screenshots from this email and credit interaction.

  

  Business Response

  Date: 07/22/2024

  Hello, from our original message we have cancelled this subscription and have also issued a refund for July but will only be able to issue a refund for this one month. This was a one-time courtesy refund as all subscriptions are non-refundable per our Terms of Service. There were no other cancellation requests prior to the one for July and we will not issue any further refunds for this issue. Refunds may take 3-5 business days to process. Thank you.
  

• Initial Complaint

  Date:06/24/2024

  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 received a Wyze scale X for a housewarming present. It is defective as it will not stay connected to the Bluetooth connection on my phone, making most of the features of the scale inoperable. I tried troubleshooting it myself with the instructions,then tried their tech support line. They couldn't get it to work, but because I couldn't provide proof of purchase (because it was a gift, I didn't buy it) I was out of luck, they refuse to exchange it for a working scale

  

  Business Response

  Date: 06/26/2024

  Hello, one of our specialists will reach out regarding this issue to help further. Thank you.

• Initial Complaint

  Date:06/22/2024

  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.

  Wyze security monitoring services stop working on 21 June, I get an error that the Sense Hub is off-line. I tried to establish connection but it times out. I contacted Wyze customer service and went through the troubleshooting steps and we got the same results, unable to establish connection. The technician said she will have to escalate it and someone will call me. I never received a call, I received an email with the same troubleshooting steps I need to do! I am now with out security for my family and home! I want my money back for services not rendered plus for all,the monitoring equipment I paid for (water sensor, climate sensor, motion sensor, glass breakage sensor, door sensors, key pad sensor, and sensor hub).

  

  Business Response

  Date: 06/24/2024

  Hello, our team is currently in the process of offering a warranty replacement. We are currently awaiting information from you in order to move forward. Please respond to your most recent ticket with the required information. Thank you.

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21888338
  
  I am rejecting this response because:

  Wyze products are inferior cheaply made products. I can understand after e-years when a product stops working but this item is not 2-years old and the product is the main hub of all the sensors it connects to. Wyze is literally holding home owners hostage to keep purchasing their inferior products to keep home security.

   

  I will be making a complaint to the FTC.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/22/2024

  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 bought a subscription to their security camera services September 2023 and I am asking for a refund of the remaining balance, plus I want to send the cameras back as well for a refund because they are useless to **** tried to deal with their technical support and they ended the conversation rudely as I was trying to resolve technical issues. So I looked online if other people have had similar issues. And turns out they have.I tried to explain the follow to them. My issue is also related to safety and security. Last night I had an intruder at my house and I have two Wyze cameras on my front porch, the ** and the ** tilt, both with all the latest software updates. Additionally I also have Cam Plus. Neither of the cameras picked up any motion on my front porch where the cameras are located and pointed in different areas. I had to go outside and scare off the intruder myself. This is extremely alarming and disappointing. What is the point of having the cameras and service if they do not work properly?I have another camera from a different manufacturer that worked as it should without issues last night. Now I am wondering how reliable Wyze cameras are. I've been using Wyze for a number of years, and assumed they were working correctly. But now I am not so confident since there were issues in the past with packages being stolen from my porch, which I chalked up to perhaps being a minor flaws. Now I suspect that this is a bigger issue that does not seem to be addressed. I tried to email their **************** email but got a bounce back. **************** told me this was the only email address they would provide me. Then in their latest communication they told me that they do not refund subscriptions.I find this extremely shady business practices, not having an email address for customer complaints or trouble shooting, and also no refunds for subscriptions. I would like a refund for the subscription at minimum, but also for cameras if possible

  

  Business Response

  Date: 06/24/2024

  Hello, were sorry to hear that the troubleshooting did not resolve the issue. At this time, we do not have additional steps to try and are unable to make any changes to your subscription on our end as in-app purchase info is not shared with us by Apple or ******* For further assistance, please reach out directly to Apple (for iOS users **************************) or ****** (for Android users ***************************). Please note that all subscriptions purchased via the Wyze app are non-refundable.
  

  If you would like to process a return, please use the appropriate link below to do so:
  
  *** Returns: *****************************************
  ****** Returns: ****************************************
  
  We apologize for any confusion or inconvenience this may have caused.

  
  

• Initial Complaint

  Date:06/20/2024

  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 attemtpted to cancel my subscription on the renewal date. Wyze preempted me and charged me at 2 in the morning. I contacted them that very morning to inform them that I wanted the service cancelled, hadn't been using it, and wasn't going to use it. I requested a refund of the money charged for the coming 365 days (not the past year; that would be crappy). They refused, at the representative and supervisor level, to do this. Again, the renewal date is today and none of the service has been used. With a full year to go, they want to simply pocket my money.

  

  Business Response

  Date: 06/24/2024

  Hello, a refund was already issued for this issue on 6/20/2024. Refunds may take 3-5 business days to process. Thank you.

  Customer Answer

  Date: 06/24/2024

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