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:05/01/2024

  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.

  The hub went down a few weeks ago so my security system has been useless. Wyze sent a copy of their script for putting the hub back online but that did no good. I found many other complaints online about this same issue with those customers also getting no resolution. Customer support is virtually non-existent with this company. I have been trying to cancel my home monitoring subscription for several days because of the hub issue. The app shows active subscriptions but says I can only cancel on my computer. My account on the computer says that I have no subscriptions so I can't cancel them. I can't get a live person. I want my subscriptions cancelled and a refund for the remaining time. I know **** says they don't do refunds but they owe it to customers like me who now own a lot of useless junk monitoring equipment because Wyze can't fix their problem.

  

  Business Response

  Date: 05/09/2024

  Hello, it looks like our team is awaiting further information from you via email. Please respond to our team so they may assist further with your issue. Thank you.

  Customer Answer

  Date: 05/09/2024

  These are copied from the  emails received from Wyze. They continue to ask for info which I can't give them because I can't get into my account with them. I have already told them this. I don't have the Home Monitoring subscription number because I can't get into my account. They seem to have a hard time understanding that I can't get into my account.
  

  Marnelli (Wyze)
  May 1, 2024, 6:30?PM PDT
  Hi DL,
   
  Thank you for contacting Wyze, this is ******** from the Services team. I understand that you need help with your Home Monitoring cancelation request. I'm sorry for any trouble this has caused. Rest assured that we will do our best to work together with you and have this issue addressed.
   
  Looking at your account, it shows that you do not have any subscriptions under this account.
   
  This means that you may have used a different email address but the same billing information when these licenses were purchased which is why we are not able to find it under this account.
   
  To cancel your subscription purchased from the Wyze Website:
  Log into your account on my.wyze.com.
  Note: Ensure that the login info you are using matches the info you use when logging into the Wyze app.
  Once signed in, go to My Services.
  Select Manage subscription.
  Select Cancel subscription.
  The subscription will remain active until the end of your pay period and neither full nor prorated refunds will be issued.
   
  I hope this helps! If you have any additional questions or concerns, please dont hesitate to reach back out by replying directly to this email and wed be happy to assist you further.
   
  Best regards,
  ******** | Wyze Wizard
  Visit our ************ click here
  Website | ******** | ******* | Instagram | YouTube
  
  
  *****************
  May 1, 2024, 12:53?PM PDT
  No subscriptions are listed. No payments are listed. Nothing is listed under My Services.
  The app says to cancel thru My Account on my computer. The above is what I get.

  Rec'd May 3, 2024- Hello!
  We are so sorry for the wait. We are experiencing extremely high support requests and our responses are taking a bit longer than usual. An agent will be with you as soon as possible, so please hang tight.
  Thank you so much for your patience and thank you for being part of ****

  ******** (Wyze)
  May 8, 2024, 5:21?PM PDT
  Thank you for keeping us posted, DL.
   
  To locate your Home Monitoring subscription and complete the cancelation request, can you please send in your Home Monitoring subscription order number?
   
  We'll be looking out to your response.
   
  Thanks,
  ******** | Wyze Wizard

   

  Customer Answer

  Date: 05/15/2024

  Wyze finally resolved my issue and refunded my subscription. Thank you for taking care of this.

• Initial Complaint

  Date:04/30/2024

  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 my Wyze Sense Hub went offline due to an update performed by Wyze (Outage Update - 4.15.24), I reached out to Wyze support for assistance. Despite troubleshooting, including rebooting my Wi-Fi router and power cycling the hub, the issue persisted.Wyze initially offered a $20 gift card as a replacement since my device was out of warranty (after 1 year and 4 months). However, I couldn't accept a gift card as a substitute for a functioning alarm system, especially since I had paid for a full year of home monitoring service.I explained my situation and requested a physical replacement or a full refund. Unfortunately, after their initial offer, **** has stopped responding to my emails, leaving me with a non-functional alarm system and unanswered questions

  

  Business Response

  Date: 05/09/2024

  Hello, our team issued a total of $45 of Wyze Gift Cards to cover the cost of a replacement. Thank you,

  Customer Answer

  Date: 05/16/2024

  Thank you for your assistance,

  Yes, I have received gift cards totaling $45. However, they are unusable on the Canadian website. I have reached out to Wyze regarding this issue but am still waiting for new cards.

  I appreciate your continued assistance in resolving this matter.
  Best regards,
  *******

  

  Business Response

  Date: 06/03/2024

  Hello, our team has reissued your gift cards for the Canadian website. The most recent gift card codes from us should be the correct version. If you are having issues with your gift cards, please reach out to our Wizards Team (www.support.wyze.com) so they may assist further. Thank you.

• Initial Complaint

  Date:04/30/2024

  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've been using Wyze for less than 1 year and have had consistent issues and the latest issue has been without resolution for over 2 months now. I pay for Cam Plus and have since I started using Wyze. 2 out of 3 of my cameras have stopped recording events. I have chatted w support via their site and also emailed with support. Each time I've been told to reboot and/or reset the cameras - recording will start working again for a couple of hours, then stop again. My last attempt at a chat on April 9th I was told that "I need help from our Services team to further check this issue since I don't have access to our backend process. Please wait for an update from their department via email to further discuss this matter" then got a follow-up email on April 10th telling me I can submit logs to them. I submitted the logs, notified the support contact, then was informed that "Please note that app logs are sent directly to our engineering team to use towards improving future app and firmware releases. These logs cannot be accessed or followed by our support team. We're working on developing a process so that we can track these logs but it's still very much in progress. After that, this request will be closed as we are unable to offer any further troubleshooting. Keep an eye out for future app and firmware updates. If the issue persists after those updates, please continue to submit logs so that our engineers can continue improving our devices." There was a firmware update shortly afterwards that did not change the issues I am having. I sent a follow-up email on 4/13, 4/19, 4/22, 4/26, and 4/29 - I haven't received a response to any of those messages. I am having a hard time understanding why troubleshooting isn't available for a service that I'm paying for on 2 devices. It is clear that these 2 cam V3s are faulty and would like them to be replaced free of charge. I will gladly ship back the old ones. I have felt the need to resort to the BBB due to lack of response or support.

  Customer Answer

  Date: 05/07/2024

  I have now been charged for the annual subscription fee ($63.74/year) for Wyze Cam Plus. I would also like a refund for this, as the service I am paying for is not working and has not been working for many months and I am not receiving any customer support. I also sent another message on 4/29 and one on 5/6 with still no response. 

  
  

  

  Business Response

  Date: 05/09/2024

  Hello, one of our order specialists will follow up with you via email regarding your concern. Thank you.

• Initial Complaint

  Date:04/29/2024

  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 purchased home monitoring qwith an annual plan in 2022, in september of 2023 my equip,menmt wasnt working and said i needed to sign up for a plan. I signed up for a monthly plan and was also automatically billed for an annual plan. They double charged me for services and will only refund $10.59. They can either refund all my money or cancel my service and I will be sending all the equipment back for a full refund.

  

  Business Response

  Date: 05/09/2024

  Hello, our team has already issued a refund for this extra charge. Refunds may take 3-5 business days to process. Thank you.

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21642940
  
  I am rejecting this response because: I payed for one year in full and then you continued to bill me monthly on top of that. You have refunded me only two months, you need to refund me 5 more months of the service that I double payed for. If you refund my what you over charged me I will continue my service with wyze. If not I will cancel and expect a full refund of all the equipment I purchased.

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

  

  Business Response

  Date: 05/23/2024

  Hello, our team will only be issuing a refund for the items already refunded. All other items will remain unaffected. Thank you.

• Initial Complaint

  Date:04/29/2024

  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 had a yearly subscription to Wyze with a fee of $14.99 that was deducted from my account on 8/7/2023. I canceled this subscription in the Fall of 2023. However, I recently noticed on my January **************************************** $15.94 as a recurring purchase. I should not have been charged for this when the subscription in 2023 was paid in full. I have chatted and e-mailed with their **************** numerous times (correspondence is attached) and I have gotten nowhere with them. They keep telling me that subscriptions are non-refundable. I'm not asking for a refund on a prior subscription. I can not seem to get them to understand that they charged me out of the blue in January 2024. I simply want my $15.94 refunded as this was an additional unauthorized charge and not my subscription from 2023. I'm hoping you can help.

  

  Business Response

  Date: 05/09/2024

  Hello, we are unable to locate this charge within your account. Do you have any other Wyze accounts or emails that *** be associated with this charge?

  Customer Answer

  Date: 05/21/2024

  I don't understand how they don't have any records for me when they charged me in January of this year.  I only had 1 account with them.

  The order number from 8/6/2023 was 13659800.  There are no other orders on my account.  Just this additional charge on my checking account.  I have provided all the information I have to them.

  

  Business Response

  Date: 06/03/2024

  Hello, we are unable to locate the recurring charge only the charge for your current cancelled annual subscription. We would recommend working with your card carrier on this charge or if you are able to, please provide further documentation so we may look again. Thank you.

• Initial Complaint

  Date:04/27/2024

  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 have been given instruction to wait till the wyze plus subscription service to be expired and then re-apply using the giftcard, and now they are saying I cannot use the giftcard. How dare does the company work like this?! telling me to wait and then turn off by people like that!!!! Who should I call? the ********* please refer to ticket *******

  

  Business Response

  Date: 05/09/2024

  Hello, one of our services specialists will reach out to you with further information on your issue. Thank you.

• Initial Complaint

  Date:04/25/2024

  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 paid for a 1 year 2 cam subscription on Dec 19, 2023 **** Debit purchase - 4031 ****** *WyzeApp -$55.99 but when I check my subscription they indicated that I don't have any subscription. They obviously cancel my subscription. They don't refund any subscription as indicated in the conversation : All Services subscriptions are non-refundable, even if purchased with the In-App Purchase feature. No prorated refunds will be issued for unused time. I want them to 1-refund me for the total amount or 2- give me back the subscription I paid for.When texting them the won't take any action to correct the situation. Their service is worth nothing they are there to scam people judging by the review It's a recurring problem with this company.

  

  Business Response

  Date: 05/09/2024

  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.
  
  We apologize for any confusion or inconvenience this may have caused.

  Customer Answer

  Date: 05/09/2024

   
  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:04/25/2024

  Type:Sales and Advertising 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.

  If I could give Wyze zero stars I would. I previously had some bad technical experiences with Blink and switched over to Wyze in hopes of rectifying major problems. I had done some research on **** and understood there were some quirks but boy was I wrong about the scale of them. Instead of having the advertised camera features work properly like their ** card playback, they will tell you that the only thing youre able to do is wait for system firmware updates while underhandedly selling you on their paid cloud recording service instead. Theres absolutely no urgency to solve issues if they can get you to pay for it. Then after having one camera of a three pack be perpetually stuck in the ready to connect stage I was able to get a warranty replacement. Turns out the warranty replacement they gave me was also utterly useless and stuck at the ready to connect phase as well. After trying to fix this issue AGAIN with their customer service I was told that they had already replaced the non-working camera (With another non-working camera, mind you) and that I had to provide proof of purchase for the camera THEY SENT ME. My experience speaking to customer service was just the cherry on top of their clearly negligent services. Every response I recieved was boilerplate and did not address my issues at all. Then they simply have ghosted me now and Im stuck with two camera (my originally purchased one and their warranty replacement) that are essentially useless because they cant be set up. The other two cameras from my three pack were able to be set up but unable to perform proper playback from the ** and every time I try to fix it the app just asks you to purchase the subscription. Wyze is just a fully bait and switch operation with their cameras and cloud services. I would not recommend after my experience speaking with their team.

  

  Business Response

  Date: 05/09/2024

  Hello, it looks like multiple replacements have already been sent from our team and this has not resolved your issue. We would recommend submitting an app log and working with our Wizards Team (www.support.wyze.com) to dive deeper into the issue you are experiencing.

  Here are the instructions to send us your app log:
  Please reproduce the issue, if possible.
  In the Wyze app, go to Account > Wyze Support > tap Submit a Log > select the affected device or service > select the relevant issue category.
  Enter any relevant details or associated support ticket request IDs in the Details section. You can also tap the + icon to add any relevant pictures or videos.
  Make sure the Send log files option is checked to ensure the logs are included.
  Tap Submit.

• Initial Complaint

  Date:04/23/2024

  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 11/26/2022 I enrolled for a trial of Wyze, I received an email noting 30 day FREE trial period, the service was cancelled on 12/14/2022, however I was charged $39.98. I called my credit card company *********** to file a ************** documentation that I started & ended the service as well as the email showing the 30 day trial period. *********** reversed the charges, however **** disputed the dispute with the credit card company, they added the amount back to the credit card balance, however the charge back was not noticed until going through financial papers later.I called *********** again 2/3/2024 and was told that **** disputed NOT that a free trial period but that I had not contacted them. I find that absurd as they the same merchant that advertised a FREE trial period but charged for it nonetheless.I would very much like my $39.98 back for Wyze security camera services that were tried in the trial period.If they refuse to refund my money I very very much would like to warn others about the shoddy, deceptive and unethical practices of Wyze Labs.

  

  Business Response

  Date: 04/24/2024

  Hello, we are unable to find any current tickets from you. Can you please provide us with your most current ticket number so we may look into this? Thank you.

  Customer Answer

  Date: 05/05/2024

  I have received no communication from Wyze Labs.

  Customer Answer

  Date: 05/13/2024

  I have not received any communication from Wyze Labs. Attached is a copy of the email showing it a 30 day trial, the cancellation within the trial as well as the *********** case that Wyze labs disputed.

  Customer Answer

  Date: 05/13/2024

  I have received no communication from Wyze Labs other than the email showing it was a trial which was cancelled within the time frame.

  Customer Answer

  Date: 05/13/2024

  I have received no communication from Wyze Labs other than the email showing it was a trial which was cancelled within the time frame.

  

  Business Response

  Date: 05/15/2024

  Hello, we have reviewed this case and found that the chargeback in question was a purchase of services, this was not offered as a free trial. We will not be offering a refund for this case as this was a direct purchase from our services website.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21617493
  
  I am rejecting this response because:
  
  That is NOT what the advertising stated as well as the attached email that i received from Wyze that it was a trial of 30 days. It was cancelled within the time period. 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 06/03/2024

  Hello, as mentioned we have reviewed this case and found that the chargeback in question was a purchase of services, this was not offered as a free trial. We will not be offering a refund for this case as this was a direct purchase from our services website.
  
  
  

  Customer Answer

  Date: 06/09/2024

   
  Complaint: 21617493
  
  I am rejecting this response because:

  as previously noted with the previously attached email Wyze Labs sent email confirmation that there was a 30 day trial.  The trial was as cancelled within said time frame.

  If that is not acknowledged by Wyze Labs then Wyze Labs IS IN CONFLICT WITH THEIR AGREEMENT AND STATED EMAIL stating otherwise.

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

  

  Business Response

  Date: 06/17/2024

  After further investigation, our team found that the dispute was a completely separate purchase from the free trial offer. The user purchased two Cam Plus licenses via checkout on our website.

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21617493
  
  I am rejecting this response because:

  Your email clearly stated this was a TRIAL. No amount of research on your part can change the fact it was advertised as a free trial period. Your email stated such. The service was cancelled within the said trial period. The monies need to be refunded to be in agreement with YOUR advertising and YOUR email.

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

• Initial Complaint

  Date:04/23/2024

  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 began a subscription plan with recurring monthly payments.I decided to cancel my plan before next months payment.I opened the app to cancel and was told in order to cancel I would need to go to their website.I went to Wyze.com and logged in, where I was told to manage my subscriptions I needed to go to a different website - my.wyze.com.I went to the 2nd website and discovered I had no active subscriptions shown. However, my charge for this month was shown and inside the app it said I would be charged next month.I opened a chat with customer service and they said special services would reach out to me via email, as they were unable to resolve.I am effectively forced to wait for the 2nd charge to come through next month, and then dispute it. These are very clearly predatory business practices meant to harm the consumer by making it so difficult to cancel their subscription, they just leave it.

  

  Business Response

  Date: 04/24/2024

  Hello, it looks like our Services Manager has cancelled this subscription for you. All **** Services subscriptions are non-refundable and no prorated refunds are issued upon cancellation. The subscription will stay active until the end of the pay period and will not auto-renew. If you have any further questions, please reach back out to our Services Team. Thank you.

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21616904
  
  I am rejecting this response because the core issue I take is with the level of difficulty required to cancel a subscription.  This is a predatory business practice.
  
  Sincerely,
  
  *******************