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:04/22/2024

  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.

  WYZE Labs refuses to remove my credit card information from an account I no longer have access to. I was charged last year on 04/08/2023 and was charged again this year 04/08/2024 for a subscription based camera service. I no longer have the camera or access the account attached to it. I have tried to contact support but they refuse to contact the account owner themselves to verify the payment information. Instead they keep charging me for a service that I am not using or involved with any longer. I initially contacted support on 04/16/2024 for the amount charged of $16.45. I gave them the information of the account asking to confirm that the charge was from the provided and they confirmed. They responded to me several times before saying that I need to have the account owner reach out. Given that they have the contact information and the ability to remove my payment information, I asked them to contact the owner to verify and they have yet to respond. I also contacted them last year when this same charge arrived and they had said they would look into it, yet I was charged again this year.

  

  Business Response

  Date: 04/23/2024

  Hello, as you are not the account holder, we are unable to give any further information or make any changes to the account. We would recommend working with your bank for any further issues.

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21607768
  
  I am rejecting this response because:
  

  Despite me not holding the account that this charge falls under, it is my banking information that falls under it. I am telling you that I am not authorizing these charges and have asked for you to verify with the account holder that this is their payment information. Although the account is not mine, I believe it still falls under financial transaction card fraud which you are facilitating by not verifying the card holder information. I have spoken with my bank and had the charge disputed last year as previously discussed. I would rather not go through this process every year that you continue to charge my card without my permission. What I have asked of your support team requires less than a 5 minute verification.

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

  

  Business Response

  Date: 05/09/2024

  Hello, as you are not the account holder, we are unable to give any further information or make any changes to the account. We would recommend working with your bank for any further issues with these charges.
  
  
  

• Initial Complaint

  Date:04/20/2024

  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.

  Wyze issued me a $15 off code for a prior order.I also have a 10% student discount code from Student Beans.The website is not allowing me to use both, yet nowhere is it disclosed that these codes may not be combined. Therefore, must allow me to use both coupons/codes. Otherwise, this is false, deceptive, misleading advertising and trade practices.I chatted with the support team, who refused to honor both codes and could not point me to any published terms prohibiting their combination.

  

  Business Response

  Date: 04/23/2024

  Hello, the Student Beans discount cannot be used with any other promotional codes. You may read more about the Promotional Terms and Conditions here:

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

• Initial Complaint

  Date:04/19/2024

  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've been paying for Cam Plus for well over 2 years. I got a report from one of my neighbors saying there were kids going thru our mailboxes and somebody was peeking thru the windows of my car. I've really had the need to go thru cloud videos until now. Most of the time I just look at live recordings if I hear strange noises. So now that I finally need to go back and look at videos I find out that my Cam Plus subscription hasn't even been activated on my camera. I went back and forth thru email a few times explaining the problem and asking for a refund and they simply stopped responding. Unfortunately I accidentally deleted the emails, but I have the screenshots of the app showing the problem. They even stopped responding to my ******** comments. I want a full refund for these services as I clearly did not receive them. I do not want a credit on my account as I do not plan on staying with Wyze after this fiasco.

  

  Business Response

  Date: 04/24/2024

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

  Customer Answer

  Date: 04/28/2024

   
  Complaint: 21600944
  
  I am rejecting this response because:

  Your no refund policy is not the say all do all. Your no refund policy does not apply when the customer does not receive the product they paid for. I am rejecting this response because Wyze is perfectly capable of handing out a refund themselves. They're passing the blame on to ****** to avoid accountability. And ****** will most likely give me the runaround as well telling me I need to contact ****. It's same old circus everywhere you go. It's no wonder you guys are rated F on here. 

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

  Customer Answer

  Date: 05/05/2024

  Just as I suspected, ****** is not issuing a refund. So I've been paying for Cam plus for about 2 years without actually receiving the service and no one is willing to give me a refund. I'm sorry, but your refund policies do not apply to services that were not rendered. I want my money back immediately. 

• Initial Complaint

  Date:04/18/2024

  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.

  ***** wont arm service not working customer support keeps telling me some is going to reach out but they never do alarm system is now just junk and just stopped working

  

  Business Response

  Date: 04/24/2024

  Hello, it looks like your issue was resolved April 18, 2024. If you are still experiencing the issue, please let our team know. Thank you.

• Initial Complaint

  Date:04/10/2024

  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.

  IT IS THE WORST EXPERIENCE I have a order US-******* and their device battery life is crazy short and their app keep disconnecting So i have to return the 1st return under 9405 5112 0621 7296 8323 53 And Wyze support told me oh their warehouse having some issue so the package return back to me So i requested a new return label the return tracking 9405 5112 0621 7689 3197 20 And the return has been delivered on Mar 15 STILL NO REFUND WTH IS GOING ON I AM SO ****** NOW THATS NO BUSINESS HAVE THAT CUSTOMER SERVICE

  

  Business Response

  Date: 04/11/2024

  Hello, no items were received in our office from your return. While the return is marked as delivered, we did not receive any items. We do not issue refunds unless the items from a refund have been physically accounted for by our team.

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21554895
  
  I am rejecting this response because:

  The return has been delivered more than 3 weeks, as customer we returned the package, u guys are responsible for the return

  if u guys need firgure it out 

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

  Customer Answer

  Date: 04/17/2024

  Hi Wyze this company is crazy

  they return my return package again because their warhouse move again!!!!!

• Initial Complaint

  Date:04/10/2024

  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.

  Ive emailed back and forth for multiple days multiple emails because my alarm system from them has stopped contacting not only me but the police as well. Its a paid for service to have it monitored and a signal sent to police when triggered. The system hasnt been working since August. They told me to contact noonlight it was a problem on their end since they monitor the system. Noonlight was helpful but explained it was the Wyze system not sending any signal to them. He also said that it a large topic of discussion among other customers having the same problem with ****. I then again contacted **** and sent along the info from noonlight. I was basically told there was nothing they could do and was closing out the ticket. That is some horrible customer service. I then said this is a paid service I deserve a refund Ive been paying for a service Im not receiving. So they prorated me a refund of a partial month and turned my service off. I never asked for my service to be turned off I asked for a refund for the services Ive paid for already and hasnt received which has been since August of last year. Now I have no monitoring service and several hundreds of dollars in equipment that they basically told me sorry we cant fix it we are closing the ticket out. Unreal.

  

  Business Response

  Date: 04/16/2024

  Hi there, we are very sorry to hear about your experience with our team and would like to help further. We have added Wyze Home Monitoring Yearly back to your account for 1 year with no charge. This subscription will expire after the 1-year period and will need to be reactivated with payment. If you are having any issues reconnecting the service back to your device, please let us know. Thank you and have a great day!

  Customer Answer

  Date: 04/16/2024

   
  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:04/09/2024

  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 used there cameras for several years then i decided to sign up for home monitoring.in *** 2022 i signed up again in ***23 i paid for another year.home monitiring worked until july 2023 i paid for 24 months of monitoring in all got *************************************************************************************** any help there is no number to call it tell you to use a chat so you type and i dont think any person or computer is reading so you keep typing and it goes around and around no mater what you type you get no help i would like to use the cameras there was no monthly fee for camera use i told the web site to cancel monitoring so they would not charge for another year in *** can we find out how much they would charge to use the cameras they work sometime just checked app they erased information i paid 4 times for things the monitoring was 59 a year

  

  Business Response

  Date: 04/10/2024

  Hi there, please see these methods on how to reach our team for assistance:

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

  If you have any questions please let us know. Thank you!

• Initial Complaint

  Date:04/03/2024

  Type:Sales and Advertising 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 originally signed up for a month to month CAM+ subscription. I then too advantage of a yearly subscription discount and signed up for that. Since this was all on the same account and had no direction or warnings, I assumed it would update and reflect. Instead, I was charged the monthly again even though I had the yearly. When I asked support to refund I was told that **** does not offer refunds on subscriptions and then I was informed that I, the customer, had to be aware of cancelling older subscriptions since they turned out do not talk to each other. In short, Wyze has let me down and the fact their policy is quick to take money and blame a customer and not ensure customer satisfaction should say something. The amount is small, but it is the principal of ensuring customer satisfaction and being clear on requirements.

  Customer Answer

  Date: 04/04/2024

  Hi ******************,

  Wyze today has refunded the money.  They did not address the poor handling and put it to "one time courtesy" which is a positive in a way but not a solution for the poor practice.

  At this stage, I would say I am happy for the return but not happy with the fact others will be subject to the same situation.

   

  Thank you,

  -*******************************

• Initial Complaint

  Date:04/02/2024

  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.

  Need replacement Wyze Sense kit/hub. Hub was originally activated on March 11, 2024. To date, I have contacted Wyze support 11 times for the SAME UNRESOLVED ISSUE!!! I have been promised a reply email within 48 hours after each report (First reported to Wyze on MARCH 12th). I have NOT received any response at all. I am tired of calling over and over and OVER! What steps must I take to get this issue RESOLVED??? My system repeats the last command over and over completely by itself and it also sends repeated "Power Failure - Running on battery power" or a "Battery Low" alert even though there has not been ANY POWER Interruptions at all!I have quite literally invested OVER 10 HOURS between waiting on hold and actually speaking with a Wyze rep that apologizes but cannot help me or transfer me to someone that can! This is a home security system that is supposed to keep my home safe! Wyze Labs handling (or lack there of) is irresponsible and unacceptable to say the least!

  

  Business Response

  Date: 04/16/2024

  Hello, it looks like a replacement was issued on 4/15/2024. Packages may take 3-5 business days to leave our warehouse and 5-7 business days to arrive. Thank you!

  Customer Answer

  Date: 04/21/2024

   
  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:03/25/2024

  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 purchased a Wyze Camera from Amazon, and the invoice clearly shows that it includes a 3 month subscription to Cam Plus. The box included a coupon which did not work. I contacted customer support via chat and they were unable to give me the 3 months of **************** I paid for. They turned the ticket over to a Wyze Wizard who just cut and pasted the same response twice. I am not asking for a refund, I am only asking for the 3 free months of **************** I paid for. I followed the instructions as suggested.. I signed up for a Cam Plus, provided a credit card, but only received one month of free service instead of three. The coupon code provided with the purchase did not work. I have attached the invoice and the coupon code. I have waited several days for an additional response and they are not responding. Please help me get what I paid for.

  

  Business Response

  Date: 04/10/2024

  Hi there,we are unable to add on this coupon code. We will issue a refund for 3 months of your annual plan to compensate for this. Refunds may take 3-5 business days to process back to your account. Thank you!

  Customer Answer

  Date: 04/10/2024

   
  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,
  
  ***********************