Complaints
Customer Complaints Summary
- 396 total complaints in the last 3 years.
- 102 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:02/21/2024
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.
Cam plus I have which is $2.99 a month. Wyze charges me $30.
Business Response
Date: 02/23/2024
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.Initial Complaint
Date:02/20/2024
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 cameras from Wyze labs. I never activated their subscription service. I found out 3 months later that I was billed 3 times since the date of on 12/15/23, 1/15/24, and 2/25/24 I was charged $11.97. without my consent. I contacted Wyze on 2/19 and 2/20/24 and was told these are non refundable, even the one in February, which I cancelled the day of. How can these companies sneak in charges without consumers knowing.Business Response
Date: 02/23/2024
Hello, we are unable to find a ticket with the current provided information. Please provide us with your most recent ticket number so we may look into this further. Thank you.Initial Complaint
Date:02/19/2024
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 havent had a Wyze subscription for over a year and continue to have $14.99 charged to my credit card monthly. That card is unable to be charged so it continues to bounce and cause interest charges. I would like this to be resolved. Ive spoken to customer service at least three times and each time they tell me I do not have an active subscription. Why am I still getting charges?Business Response
Date: 02/23/2024
Hi there, it looks like your service has already been cancelled on our end. Subscriptions for **** Services are non-refundable. When a subscription is cancelled, the service will remain active until the end of the billing cycle and will not auto-renew. We apologize for any confusion or frustration this may have caused and will continue working to improve this experience in the future.
Please see our Supplemental Terms for **************** (****************************************************) for more information about cancelling Cam Plus subscriptions.Initial Complaint
Date:02/19/2024
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 the Wyze Labs home monitoring system and supplemented the original items purchased with a number of additional items to set up the home alarm system at my residence. I had a 30 free trial of the home monitoring alarm system and allowed it to go to monthly purchase after that. I have been paying monthly for the service and now come to find out that for some reason, I have not had the home alarm monitoring service and yet still getting billed and paying for the service. I have reached out to the company for help in getting this resolved and I am only told that they have to send it to a team that won't resolve the issue immediately but that I would receive an email when they get it done but when asked how long I have to wait, I was told they had no idea how long it would take. I want my money back from all the equipment I purchased in good faith to have a home alarm system active and functional and the amount I have been billed.Business Response
Date: 02/23/2024
Hi there, our team took a look at your account, and it looks like the payment method used for your subscription payment was declined due to a billing discrepancy during the transaction. Due to the multiple failed attempts to collect the payment for the renewal, the system auto-canceled your subscription.
But no worries, you can always repurchase the subscription at your most convenient time. You can check it from here: ******************************************************************Please note that even though your funds have been released, they may be temporarily withheld in our payment gateway for the verification process, and then released back to your bank if the charge is declined. Your bank may take up to 2-5 business days to process and return the funds to your account.
We apologize for any inconvenience this may cause.
Initial Complaint
Date:02/17/2024
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.
Fraud occurred through Wyze on my credit card through an account created in my name. While attempting to contact them to help investigate the fraudulent activity and how it occurred, they provided absolutely no help and no information.Business Response
Date: 02/19/2024
Hello, we're sorry to hear about the unknown charges on your credit card for orders that you did not place. While we are unable to provide any details, we can confirm these orders were not placed and were cancelled, which means the charges would have been voided. If you are still experiencing any further charges, you will need to work with your card carrier or financial institution for further assistance. We apologize for any inconvenience caused.Initial Complaint
Date:02/16/2024
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 wife and I paid for the annual subscription. The company charged us monthly in addition, and when it was pointed out to them they acknowledged that they did in fact double charge us by mistake. They refused to offer a refund for the double charges. Separately, one of our cameras has not worked since 1 week after install. We reached out to support and after a ridiculous amount of back and forth, they offered to replace the camera. However, they never sent the replacement camera that they said they would be replacing. We still have a broken camera that does not work, in addition to paying twice for the services they provide. This company will not offer any kind of refund for broken products or when they make a mistake at the expense of the customer. This company should not be allowed to do business. A refund when you screwed up and charged a customer twice is the absolute bare minimum, and theyre unwilling to do even that after acknowledging the fact they screwed up. Absolute garbage company.Business Response
Date: 02/19/2024
Hello, we are unable to find any current subscriptions with the information provided. Please provide your Wyze account information so we may assist further.Initial Complaint
Date:02/16/2024
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 checked my Wyze Cam Pan v2 this morning at 4:15 AM and discovered that the camera was off-line and couldnt connect to the internet. I then checked my other Wyze products and discovered they too were off-line. I unplugged all my devices and plugged in my Wyze devices but I still cant connect. This is the fifth time, Ive had issues with Wyze products with many of them needing to be replaced:Wyze Cam Pan v2 Wyze Cam Pan Wyze Single Contact Sensor Wyze BulbBusiness Response
Date: 02/16/2024
Hello! The Wyze team is aware and actively investigating this concern. We sincerely apologize for any confusion or inconvenience that you may experience while our team works to get things back on track. Please feel free to keep an eye out for updates on the Service Status & Known Issues page (***********************************************************************************) as we work towards a resolution.
Thank you for your patience and for being a part of Wyze!Initial Complaint
Date:02/15/2024
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 was not notified of the auto renew date allowing me to cancel the subscription in time. I have not used this service and demand a full refund.Customer Answer
Date: 02/16/2024
Refund amount was missing and should be $14.99Business Response
Date: 02/16/2024
Hello, we have issued a one-time courtesy refund and cancellation. Please note that our services are typically not refundable, and this will not be an option for any future charges you may receive for any services provided or auto renewed.Customer Answer
Date: 02/18/2024
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. I have confirmed receipt of the requested refund amount.
Sincerely,
*******************Initial Complaint
Date:02/08/2024
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.
On 1/10 **** wyze charged me $29.98. I did not authorize this charge. I have documentation I exchanged emails with them. I informed wyze I did not want the cam ************ I was charged for. They gave me instruction on how to cancel. I followed the instruction, and canceled. They have not given me a refund. This is a scam. Contact me if you want emails.29.98Business Response
Date: 02/08/2024
Hello, we are unable to locate any active services with the information provided. Please provide your Wyze account email address so we may look into this further. Thank you!Initial Complaint
Date:02/07/2024
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.
Date of fraudulent transaction 02.05.2024. Wyze Labs Inc. withdrew ** monetary funds without service/goods received to the consumer. I submitted a request for refund due to no service/good received and they denied to refund the funds. Wyze Labs Inc. fraudulently charged and withdrew funds without service/goods provided.Business Response
Date: 02/08/2024
Hello, we are unable to locate any active services with the information provided. Please respond with your Wyze account email address so we may look into this further. Thank you!Customer Answer
Date: 02/15/2024
Hi the company contacted me. Do I respond via business bureau or contact the company customer service?
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