Complaints
Customer Complaints Summary
- 396 total complaints in the last 3 years.
- 103 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/21/2024
Type: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 multiple wyze cams several years ago because I heard they were not only compatible with Nest setups, but just as good of quality. Boy, was I misinformed! I've emailed, chatted, sent logs, and even called the Washington main office. I have never...I repeat NEVER been able to enjoy my paid services and it was just the same as the free service minus the prompt to upgrade. Literally nothing I pay for works. I've deleted and readded cams, updated firmware, etc. bout the only thing decent is the vacuum. I regret my entire setup and idk how this company can still unapologetically steal money from people without recourse.
Business Response
Date: 03/22/2024
Hello, a specialist will be reaching out to you via email so we can help with any issues you may be experiencing. Please keep an eye out for this email from us. Thank you!Initial Complaint
Date:03/21/2024
Type: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.
This company should be looked into. Had 2 cameras replaced in September and Dec of 2022 and they need to be replaced again. Since the last update both cameras are missing a large amount of activities. The warranty is over so people are forced to buy new cameras. Your cameras only last 2 years?? Seems like people are getting scammed. I also contacted customer service and was told I'd have to buy.Business Response
Date: 03/21/2024
Hello, we appreciate you taking the time to troubleshoot with us. It looks like this product is outside of the warranty period and unfortunately is not eligible for a replacement. Please feel free to check out our Returns & Warranty Policy (*******************************************************************************) if you have any further questions.
Customer Answer
Date: 03/22/2024
Complaint: 21464506
I am rejecting this response because: Your company needs to be investigated. As soon as you did an update both cameras are missing a ton of activity and I've seen hundreds of complaints in the same issue. They do this so people have to buy new cameras. Will be going with a different brand
Sincerely,
*******************Initial Complaint
Date:03/20/2024
Type: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.
On 2/24/2024 I used the Wyze security camera app and an in-app purchase offer popped up. I accepted the offer and purchased a Cam+ subscription service through the App using Apple Pay. The subscription did not associate with my App account so I could not activate it. I contacted Wyze customer service with hours of the issue and they were not able to activate my subscription because of an issue with Apple Pay. **************** told me to delete my Wyze account and setup a new one. I told them that this would be too difficult as I have many devices and users and requested a refund so I could purchase again through their website using credit card instead of Apple Pay. After multiple dropped chats, long waits **** said they would put me in touch with a specialist, they never did. I sent a follow up and they never responded. This company took my money for a service they never provided and is refusing to refund or activate my App which I used to make the purchase win the first place.Business Response
Date: 03/20/2024
Hello, we are very sorry to hear about your experience. We have issued a refund for this service, refunds may take 3-5 business days to reflect back to your account. Please let our team know if you experience any further issues. Thank you!Customer Answer
Date: 03/22/2024
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:03/09/2024
Type: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 3 security cameras from this company and the packaging advised me that I would get 12 seconds of free video recording to the cloud when the camera detected motion.The packaging does not state any terms or conditions on this feature.The feature initially worked but has now stopped working. When I contacted support they advised me that they have turned this feature off without notice and are now making this feature a payable feature and if I sign up to their monthly subscription they will turn the feature back on.This seems like false advertising to me and a bait and switch.Business Response
Date: 03/11/2024
Hello one of our Services Specialists will be reaching out to discuss this issue further. Thank you!Initial Complaint
Date:03/06/2024
Type: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 100 year old mother, for whom I'm ***** of ******* had 3 Wyze cameras in her home until she recently moved to a nursing home. She now only has 1 camera. When her renewal for Wyze Plus monitoring came due in February, I changed the number of cameras via their website, however, they continued to invoice for 3 cameras. After numerous phone calls and emails, I finally received an email from Rozallen at Wyze on 2/23/24 indicating the invoice had been corrected (Wyze ticket# *******). When I checked their website on 2/29/24, the invoice had been corrected showing a charge for 1 camera with an annual fee of $14.99, so I updated my mother's card information to pay this invoice. However, they charged her account $48.57. I've contacted them by chat, phone, and email in an effort to get a refund, but they are refusing to refund her account. They said they will only issue a credit for future purchases or service (Wyze ticket# *******). We have no intention of purchasing more Wyze cameras and future service is questionable as my mother is 100 years old. I told them a credit is unacceptable, we want a refund. They intentionally stole money from an elderly woman's bank acct. (elder fraud). They issued an invoice for $14.99 and took $48.57. As I've since done research on their company I've found there are an abundant social media complaints regarding similar issues of overcharging and refusing refunds. This company is engaging in questionable business practices and fraud. They also make it impossible to remove bank card information from their website to prevent them from further fraudulent activity against her acct.Business Response
Date: 03/06/2024
Hi there, we are so sorry to hear about the issue you have experienced. We took a look in our system and see a refund issued back to the payment method on Feb 23,2024 for $32.10. The remaining amount that was not refunded is the payment for your current subscription. Please note that refunds may take 3-5 business days to reflect back to your account.Customer Answer
Date: 03/07/2024
Complaint: 21393139
I am rejecting this response because: Their response is a lie. They adjusted the invoice on 2/23/24 to the appropriate charge of $14.99 for 1 camera. I made payment on 2/29/24 for that invoice but they charged $48.57 for 3 cameras, and they are now refusing to refund the overcharge. They were not authorized to take $48.57 - the invoice was $14.99. They didn't issue a refund on 2/23 for a payment that wasn't made until 2/29!!
Sincerely,
***********************Business Response
Date: 03/14/2024
Hi there, we have issued a refund for $32.10. The remaining amount that was not refunded is the payment for your current subscription.Customer Answer
Date: 03/15/2024
Complaint: 21393139
I am rejecting this response because: ************ has finally issued a refund after complaints to the BBB and *** and **************** Attorney General offices. However, I'm still unable to remove card information from their website, and I do not trust that they won't apply future fraudulent charges to my bank account.
Sincerely,
***********************Business Response
Date: 03/25/2024
Hello, when subscribing to a ************* your billing information is retained for future billing cycles and cannot be removed. Your saved billing information can only be removed once you no longer have any active subscriptions or any pending refunds from cancelled subscriptions.
We apologize for any confusion or frustration this may have caused and will continue working to improve this experience in the future.Initial Complaint
Date:03/05/2024
Type: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.
We purchased a Wyze camera for outdoor use. After buying it, we discovered we had to buy an additional kit for it to work outdoors. We did that, but the product adapter failed to perform outside. Now we learn we also need an outdoor power adapter. We would order that, but it's not available anywhere. Chat seems to be the only option for "help," but they are completely unhelpful. We want the outdoor power adapter that will make our camera work.Business Response
Date: 03/06/2024
Hello, the ****************** Adapter is currently out of stock. While we hope to have more inventory again soon, we do not have a timeframe as to when that *** be available. Please feel free to keep an eye on our newsletter and social media channels for more info as it becomes available. Thank you!
Initial Complaint
Date:03/05/2024
Type: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 returned my products to wyze on January 20th, it was delivered to them January 26th. I used the pre paid label that they sent me. I have been contacting them for over 2 months now every couple days asking for an update on my refund but I never get a further update all they tell me is they will reach out through email, they've said this every time I've chatted which is at least 10 times. I never get an email response. My order # is US-*******.Business Response
Date: 03/06/2024
Hello, our warehouse confirmed they did not receive any items from the return. Refunds are only processed once all items are checked in by our warehouse team. We will not be able to issue any refunds unless our team checks in all items.Customer Answer
Date: 03/13/2024
The tracking shows delivered to them, it's not my fault if they lost/ can find the package it clearly shows delivered on the tracking.
********************************************************************************
Initial Complaint
Date:03/05/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been unable to get customer service support in canceling my previous subscriptions and shifting to a new single subscription Cam Plus unlimited. I have had 5 different calls with **************** which takes my information and creates a ticket that it sends to another **************** department. This department then responds to me via email. I have multiple emails between ***** and myself related to ticket numbers ******* and ********. ***** responds with answers that are not at all related to my question. I can not get anyone who will talk to me about my issue or support request. I can provide a full history of calls and emails between ***** and me, if needed.Business Response
Date: 03/06/2024
Hi there, we took a look at your active subscriptions, and it looks like your prior two subscriptions were cancelled while you have a newer one activated. Please let us know if there are any further questions. Thank you!Customer Answer
Date: 03/06/2024
Complaint: 21388529
I am rejecting this response because: While it appears I have finally gotten my subscriptions corrected, the company has not indicated any acknowledgement of a broken and failed customer service process. My hope was that Wyze would welcome feedback to improve there customer service. Wyze has great products but the level of frustration a customer has to go through to get assistance is horrible and the fact is I could not get any response, that mattered, from Wyze until I summitted a BBB case.
Sincerely,
***************************Business Response
Date: 03/12/2024
Hello, we take all feedback into consideration to make our products, services, and support the best they can be. We will be sure to pass your feedback along to the team to use towards future improvements.Customer Answer
Date: 03/12/2024
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:03/04/2024
Type: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 need to complete installing my security system however, I cannot do so because the chime for my doorbell does not work in the house unless the missing plug-in chime is applied to my current system that I bought from *********** ********** bought the system from Wyze and Im not sure why they dont want to make sure Im a happy customer Because they still benefited from my purchase. my total purchase from Wyze incidentally without the ********** sales is still well over $200 and I have a system that is not complete with the video doorbell camera. I would like to return all my devices straight to Wyze and receive my refund from them this way I can purchase, a complete system from someone else that doesnt have an F rating with the BBBBusiness Response
Date: 03/05/2024
Hi there, it looks like the item purchased does not come with Wyze Chime. We would recommend placing a separate order for a Chime if you are in need of this part. Thank you!Customer Answer
Date: 03/05/2024
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. However, I need to be made whole with that new chime part and not the chime controller That has already been sent. In fact, I need a postage paid envelope for what they already sent. In fact, if Im not made home within seven days, I would like to have my complete money returned whether I purchased it at the ********** or Wyze because the buck stops at Wyze. Wyze is the owner of all my part to my security system..
Sincerely,
*******************************Initial Complaint
Date:03/01/2024
Type: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 reaching out to this company constantly for the past six months. They refuse to provide a refund or credit for services and product that are faulty. I provided them with all of the information every time I call or email or chat they have no resolution and continue to say that they are going to transfer this conversation to email and a service specialist will reach out to me. Which never happens. There is no resolution to the issue and I stopped trying to get tech-support or new equipment for their faulty equipment, and instead asked that they refund the money For their home monitoring service, and the products that I bought for the home monitoring, which do not work.Business Response
Date: 03/04/2024
Hello, we are sorry to hear you are running into some trouble. We will have a specialist reach out to you with further information. Thank you!Customer Answer
Date: 04/13/2024
I keep responding, but you guys keep sending me the same thing saying its closed. Theres no action taken. I sent you the screenshots with the information and theres been no movement forward.
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