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:03/01/2024

  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.

  3/12/23 web site tricked me into subscribing $85.58 and could not cancel . I then cancelled and on Feb 26,2024 they renewed ,without my permission, and charged $29.98. I have since cancelled again on their web site looking for a credit back on my CC. Company has poor customer service could not talk to real person very frustrating.

  

  Business Response

  Date: 03/04/2024

  Hello, we have issued a one-time courtesy cancellation and refund for your services. Please note that services are non-refundable and we will not be able to accommodate this in the future. Thank you!

• Initial Complaint

  Date:02/27/2024

  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 home monitoring system, 3 sensors, a hub, and keypad. Since February 25th, I have tried to get the monitoring activated. I have talked to several, that for some reason don't have a clue how to activate the monitoring. Today, they advised they have engineers working on the problem and don't know when the issue will be resolved. So, they suddenly refunded the monitoring charge, but not for the equipment. I am not stuck with useless equipment that does nothing. I want a refund of the equipment.

  

  Business Response

  Date: 02/28/2024

  Hello, we have issued a refund for the remainder of your order. We apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 02/28/2024

   
  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:02/27/2024

  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 an alarm system from Waze. The system is faulty and I have had two sensors constantly reporting false alarms at night at random times. I need a resolution as false alarms are a huge inconvenience. I need sensors that work, I have completed their troubleshooting steps and then get ignored by them.

  

  Business Response

  Date: 02/28/2024

  Hello, performing troubleshooting steps with our team is required before we are able to look into options such as replacements or gift cards. By troubleshooting, we can hopefully isolate the issue, fix it, and work to prevent it from happening in the future. As it looks like we currently have no troubleshooting done on your items please reach back out to our team at www.support.wyze.com. Thank you!
   
  

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21351750
  
  I am rejecting this response because: I have already completed the troubleshooting process. The business is ignoring that and is trying to perform the same action over and over again. I just need a replacement sensor that works. I have the old one so you can take a look at, the alarm went off again last night for no reason.
  

   

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

  

  Business Response

  Date: 03/08/2024

  Hello, we one of our specialists has reached out to you to work on this issue. Please keep an eye out for this email from us. Thank you!

  Customer Answer

  Date: 03/08/2024

  Rejecting this response. Nothing has progressed on the issue, they have reached out to me again but that is nothing new. I have provided more evidence and I still continue to deal with faulty systems and poor quality. Urge the company to help get this resolve and a prompt answer. This is affecting everyone in my household as this false alarms keep going off. I am looking for a resolution on this issue (ie. replacement, refund, or a new sensor that works) in order to close this complain.

   

   
  Complaint: 21351750
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/19/2024

  Hello, we one of our specialists has reached out to you to work on this issue. Please check your email so we may help with this issue further. Thank you!
  
  
  

• Initial Complaint

  Date:02/24/2024

  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.

  Was charged 7.99 for the Cam Plus Unlimited. The company had issues with security and cameras not working, logins and such. My subscription, though paid for on Feb 9th, is no longer attached to my account. After contacting chat, a phone agent, and speaking with email support I am getting the run around. The refusal to make the issue right is not okay. They take my money, refuse a refund. Will not locate the charge on their end. It is a reoccurring payment for the subscription and I cannot even cancel it. I've sent in screenshots showing its not a ****** or Amazon payment subscription and it's directly through wyze. They refuse to locate, refund, or even reapply my current subscription to my account and devices and I refuse to pay AGAIN or even twice a month for a single sub that should be on my account already.

  

  Business Response

  Date: 02/28/2024

  Hello, it looks like our team may have resolved this issue with you and has extended your subscription by 7 days. If you are still experiencing this issue, please reach back out to our team so we may assist further. Thank you!

  Customer Answer

  Date: 02/28/2024

   
  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:02/23/2024

  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 have been a subscriber to their services. I added some cameras at which point I was offered an upgrade to an unlimited camera subscription, instead of multiple single camera subscriptions. After I upgraded the other multiple subscriptions remained active and they will not refund the pro rated time, so Im essentially paying another ten months of subscriptions that will not be used and has no cameras attached to it.

  

  Business Response

  Date: 02/28/2024

  Hello, we are unable to currently find any annual plans under your account. Can you please confirm if you purchased this via our website or through the Wyze app? Thank you.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21339840
  
  I am rejecting this response because: 
  Just giving me the runaround, your customer support found it when I was talking with them. So I am attaching screen shot, so that the annual plan that expires 10 months from now is in plain view for all to see.

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

  

  Business Response

  Date: 03/07/2024

  Hello, our system only shows your monthly plan. Please confirm if you purchased your annual plan through our website or through the Wyze app. Thank you.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21339840
  
  I am rejecting this response because: I dont remember how I purchased the subscription I am once again attaching screen shot that shows the subscription. I mean I even circled it as a highlight. Even ************************* would see it. Thank you though for your time. You have yourself a blessed day, P.S. if you are going to respond with the same statement then dont bother. The sad part is I used to promote your guys devices. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/19/2024

  Hello, we believe you may have purchased this within app. 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 ***************************).

  Customer Answer

  Date: 03/29/2024

  The company knows that I cancelled the subscription in my Apple subscriptions, therefore Apple has nothing to do with rectifying the situation. Wyze labs has done this to numerous people, and will continue to do so. I guess my next step is to contact the *** and see if they can get involved. Someone needs to put a stop to this.

• Initial Complaint

  Date:02/23/2024

  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.

  In February 2024 Wyze experienced an global outage with my security cameras. I deleted my payment information on my account not knowing if company was getting hacked or not. I paid for a cam plus subscription and having difficulty with the service and **** trying to still bill me tried customer service several times and was unsuccessful getting things resolved. My account is not functioning my cameras are not functioning with the plans.

  

  Business Response

  Date: 02/28/2024

  Hello, it looks like payment failed for your subscription due to removal of your card. If you wish to continue your service, please resubscribe at your convenience. Thank you.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21339257
  
  I am rejecting this response because: Wyze is not being truthful the company had a world wide outage on February 16th 2024 for almost 24 hours on the 17th I removed my credit card because I was not getting service. The bill was not due until February 21 why would I pay if I had *********** Wyze did not advise customers about the outage. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/22/2024

  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.

  On Feb. 16 ****, Wyze had an outage and security issue (********************************************************************************). Since that incident, one of my Wyze devices (Wyze Cam Floodlight) has not been functioning correctly. The connection to the device has been unstable and the floodlights do not fully illuminate (only a few LEDs in each flood turn on and they are dim and blink). I have been dealing with customer support since the incident and finally told them that I had had enough. It was a waste of my time to try to fix something that they caused. The asked for all of my documentation to do a replacement, then informed me that my device was outside of the warranty period. While I would normally understand the pertinence of the warranty period due to normal wear, that was not applicable in this instance since it was their issue that ruined the device. As can be seen by my event history prior to that day, the device was fully functional.

  

  Business Response

  Date: 02/23/2024

  Hello, we will have a specialist reach out to you to look at your case further. Thank you.

  Customer Answer

  Date: 02/24/2024

   
  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,
  
  *************************

• Initial Complaint

  Date:02/22/2024

  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.

  Dear Better Business Bureau,I am filing a formal complaint against Wyze Labs, a security camera company, for their negligent customer service and unresolved billing issues. Despite numerous attempts to resolve the matter, I have encountered frustration and incompetence from their support team.The issue revolves around double billing for their subscription service. Despite notifying Wyze Labs of the error multiple times, they have failed to acknowledge their mistake or rectify the situation.Attempts to escalate the issue to a manager have been fruitless, with evasive responses and unhelpful email correspondence. Even promises of follow-up have gone unfulfilled, leaving me stranded with no assistance.Such negligent customer care is unacceptable, especially from a company claiming to prioritize safety and customer satisfaction.I urge the ********************** to investigate this matter thoroughly and hold Wyze Labs accountable for their actions.Thank you for your attention to this matter.

  

  Business Response

  Date: 02/23/2024

  Hello, it looks like our Services Manager had a look at your case and was unable to locate any duplicate charges. All charges associated in our system were for one monthly fee for Cam Plus Unlimited. If you are being charged for a service under a different account, please provide that information so we may look into this further. Thank you.

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21331507
  
  I am rejecting this response because: That is not a truthful response. I do not understand why they keep saying this and then try to close the case. This is the root of the issue aside from their incredibly unsatisfactory and frustrating level of customer service and response via email and phone on multiple attempts, again, denying me the chance to just speak to a manager to resolve.  

  I want a refund of the monthly charges dating back to Fall 2023. I was already under an annual plan, as you can see in the photo.

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

  

  Business Response

  Date: 02/29/2024

  Hello, we apologize for any inconvenience but at this time, we are unable to access or edit any subscriptions obtained through in-app purchases as Apple and ****** do not share that information with us. Since this was an in-app purchase, please reach out to Apple (for iOS users) or ******s (for Android users) customer support for further assistance. 
  
  

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21331507
  
  I am rejecting this response because: It is literally THEIR app. They are Wyze and I am using their Wyze app. This is simple and they are passing the buck on to an external vendor or partner. This does not seem appropriate. This is really quite easy to resolve and it is astounding to me that they have chosen to hide from the issue and drag this out so much. With a whole mission and team dedicated to customer support, safety, and satisfaction, they are not showing these values at all. How hard is it to apologize and offer at least a credit to maybe keep me as a customer? It is truly mind blowing that I can think of that and all they do is deny the issue, make it impossible to speak to someone when I reach out directly through two avenues of communication multiple times, and now again, sweeping it under the rug telling me to go call apple or ****** (they don't even care to know or look into my account to see which one).

  This handling is very poor and I reject their response (which has been given to me before and is a reason why I reached out to the BBB in the first place).

  Do better, Wyze. Please at least act like you care instead of pushing me out the door being a customer who owns multiple devices and has a history of paying additional in subscriptions .

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

  

  Business Response

  Date: 03/12/2024

  Hello, 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 Google. 
  
  For further assistance, please reach out directly to Apple (for iOS users **************************) or Google (for Android users ***************************). Please note that all subscriptions purchased via the Wyze app are non-refundable.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21331507
  
  I am rejecting this response because: Please have a little courtesy and see my previous response before copy and pasting a generic message into this conversation which has been getting me nowhere, of which, you already said to me here and via email prior to this. Wyze, you should be very ashamed at the handling of this and I will never buy your product again. Please acknowledge my previous message and respond with a little care and class. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/21/2024

  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.

  Since October of last year, they have caused security breaches, lack of care, and lack of response. I have called, emailed, chatted with support with promises to follow up and never received any follow up. I have created ticket after ticket. The issues are:1) they cancelled my monitoring account and then charged me for a full year when I was supposed to get 3 months free. This is a huge security breach with not having monitoring and cancelled without my permission. 2) they sent me a faulty sensor and after many phone calls and messages have never done anything about it 3) I continue to call, email, and chat with promises that they will follow up with me or take care of something and I never hear back 4) They have had multiple security breaches with others being able to see your monitoring I have wasted hours upon hours and would like them to compensate me for all these issues and time and frankly I may just go with another system. You can't even get to someone in the US to help you.

  

  Business Response

  Date: 02/23/2024

  Hello, we have taken a look at your case and it looks like we are unable to reactivate a cancelled subscription. You can view and confirm what the charge is for by logging into ************************************
   
  From there, you can also edit and manage your ************ subscriptions. Please note that all service subscriptions are non-refundable, and no refunds will be issued for any unused portion of the service.

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21327464
  
  I am rejecting this response because: This is not the issue, the issue is that you cancelled an account without my permission and did not read any of the messages regarding what the issues are. this continual non follow through or follow up is this issue we are experiencing with your company as well as the breach of security
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/05/2024

  Hello, after further review of your interactions with our agents we will no longer be responding about this issue. Our Wyze Wizards strive to provide legendary, personalized support to every user who reaches out. However, we've noticed an increase in abusive behavior and language towards our customer support agents during chat and email interactions.
  
  We want to remind you that our support team is here to help, and our agents deserve to be treated with the same respect and common courtesy given to someone face-to-face. Abusive language, threats, and harassment towards our support team will not be tolerated.
  
  We understand that troubleshooting your Wyze devices and Services may be frustrating and confusing at times. But this is what we're trained to help with, and our agents are happy to assist you. However, if you are unable to treat our team with respect, we reserve the right to restrict or ban your access to all agent-based Wyze Support immediately.

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21327464
  
  I am rejecting this response because:  There has never been threats made against your personnel. For months your company has made promises and my issues still haven't been resolved. I have contacted you countless times with promises made and there have been NO RESOLUTIONS or follow up. It's not the troubleshooting that is the issue, its your lack of support, lack of follow up, not following through with promises. I guess an FTC complaint will have to follow. You have had multiple issues with security, cancelled my account without my consent, and I still have a product that does not work properly which I have told you over and over it doesn't work and you still haven't replaced it.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 03/12/2024

  The business never addressed the issues within my complaint so I am confused why it was responded to in this way. 

  Customer Answer

  Date: 03/27/2024

  I would like them to fix the issues, provide a customer support person in *******, and potentially refund us for the entire system. The install time, security breaches with their system, and now damaged paint will be thousands of dollars if we have to go another route. They still owe us 90 days of free monitoring as we purchased with our package. They continue to not respond to issues we have with our system. I have sent their support at least 20 more emails with no response. They ask me the same questions over and over and do nothing about it. It's like robots are responding to my emails that don't read the emails. They are generic and ask the same questions.

  

  Business Response

  Date: 04/03/2024

  The customer's service was cancelled due to the customer sending inappropriate communication to our support agents. We have refunded the customer and are no longer able to assist any further at this time. The customer is more than welcome to reorder the service if they would like, we are unable to reopen any cancelled or closed services.

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21327464
  
  I am rejecting this response because:

  1) Im still paying for the service so that is a lie

  2) what inappropriate communication?

  3) still having issues 

  4) they dont seem to care if peoples homes get broken into 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/21/2024

  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.

  10-8-23 ordered 2 Wyze cameras which came with a free 30day trial of camplus for those cameras which would be auto renewed. Purchase was made on PayPal account ending with @yahoo.com No notification provided by Wyze that I was required to activate the cameras on a specific account. Had an existing Wyze account ending in @me.com. I did not have an account with Wyze ending in @yahoo.com ~10/13 or 10/14/24 the two Wyze cameras were activated on my existing Wyze account (ending in @me.com). At that time, I chose to opt out (decline) the camplus monthly service with its free trial. At no time was I receiving camplus service on either camera (involves notifications and video backup on their servers).Sometime in early February I became aware of reoccurring charges by Wyze on my PayPal @yahoo account. I disputed the three months of service charges given I had not received the service and had declined the service. All but one charge has been refunded. Apparently Wyze, without my permission or knowledge created an Wyze account with my email @yahoo. They charged the cameras camplus service to that account. The Wyze @yahoo account had no cameras to provide service for. The cameras they were charging service for were on Wyze @me account and they never received the service (Id declined it)Wyze did not provide backup service for the cameras as the service has been declined yet charged for the service by creating an account with no cameras. No backup service was provided on either account.

  

  Business Response

  Date: 02/23/2024

  Hello, we are unable to locate any tickets with the information provided. Please provide your most current ticket numbers and email addresses so we may look into this further. Thank you.