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:02/07/2024

  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 purchased several Wyze Labs products to securing my home including nearly a dozen cameras, Doorbells, Thermostat, remote sensors, and Locks with the accompanying hub and number pad. This system is highly dependent on internet connectivity and if/whenever there is an issue with my router, modem or ISP's service, the Wyze system as a whole is always the first to fail, and the most arduous to service. Most recently I had a modem fail due to a security breach and, I ended up needing to fully rebuild the mesh network. After multiple attempts to work through these reconnect/re-setup issues with Wyze Support, I have yet to acheive any sort of resolution. it has now been 8 months and all but 2 Wyze devices are now useless, and now my doors are failing to lock according to the established programming, further endangering my home. As a IT Systems Administrator I am VERY familiar with network troubleshooting, quite franlkly, I believe Wyze Support is lying or scamming me. Wyze support doesn't offer any level of acceptable support. No list of IPs to whitelist, no listed specifications to ensure network preparedness, and no alternatives other than "try again" or "buy new devices". Even the brand new lock fails immediately out of the box. When I connect any of the Wyze Lock Gateways to a different network, they work perfectly. It is quite obvious that there's a network throughput issue and Wyze support beit chat, email, or support KB articles, fail to properly address this requirement, and at this point, I believe I have wasted hundred of dollars needlessly. The task is as simple as reconnecting a cell phone to a wifi network, yet Wyze support obscures the details necessary to complete this.All I want is to receive an authoritative list of requirements so I can verify my network. SSID naming and password complexity considerations, IPs and URLs to whitelist, considerations for other advance networking features that *** interfere. They all but refuse.

  

  Business Response

  Date: 02/07/2024

  Hello, at this time, we do not currently possess a comprehensive list of IP addresses, sockets, and URLs readily available. Nonetheless, we have escalated this matter to our development team for further consideration, aiming to make such information available in the future.
   
  This article may contain information that might be useful in your situation: 

  *********************************************************************************************************
   
  We understand how important it is to get your cameras and lock hubs up and running smoothly, so please feel free to let our support team (www.support.wyze.com) know if there's anything else we can assist you with or if you have any further questions.

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21257727
  
  I am rejecting this response because:
  See ticket (*******) in the ************ desk for current status and you will see that the advise to contact support is a failing effort. Further, if you search, you'll see a history of these exact cases. Multiple isps, multiple routers, multiple configurations, etc. Still, no satisfactory resolutions.

  Im glad to hear that you have your dev team working the issue, but what will that do for me when my devices are in a state where i cannot even update the firmware.

  Further, i recommend getting rid of that article you sent. I know of no pro or consumer router firewall or ACL that will accept a blanket allow all statement from all sources for those listed ports.

  It's useful for a Windows firewall, i guess, but a networking appliance, particularly mine, will require a URL or IP to tag with the port ID.

  Maybe you could tell me which cloud services my devices connect through and i can whitelist their IPs, but ive seen an article suggesting you all have had trouble with controlling security that way so i will need the list as narrowly defined as possible to prevent unwanted exposure.

  Does the wyze router have these same issues? Could you send me one? I'm fresh tapped out replacing your devices so im not at all interested in spending my money just to try it. But if you think that would be the key, maybe we can work out a try and buy deal or something.

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

  

  Business Response

  Date: 02/16/2024

  Hello, as mentioned, we do not currently possess a comprehensive list of IP addresses, sockets, and URLs readily available.
   
  We would recommend this article as it may contain information that might be useful in your situation: 
  *********************************************************************************************************
   
  We understand how important it is to get your cameras and lock hubs up and running smoothly, so please feel free to let our support team (www.support.wyze.com) know if there's anything else we can assist you with or if you have any further questions.

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21257727
  
  I am rejecting this response because:
  They say i can call support, but this is a run around. Further, when i followed up on my support ticket with further questions, the case had been prematurely closed. Wyze is not at all sincere about helping me.

  As to my further questions: i recieved a letter regarding a recent security breech. My question was simply could my issue be related because i have cameras on multiple networks at multiple locations. I need to know if resolving my issue *** require troublesooting other working devices or some registration constraints. Give me something to work with or send me a support texh for on site troubleshooting, or send me replacement devices.

  How often do i have to say PLEASE?!

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

  

  Business Response

  Date: 07/07/2025

  Hello, we would like to add further context for this issue. We can confirm this user was not impacted from our side and no compensation could be offered. No further action was needed for this user, the ** list the user was asking for is not something Wyze has or can provide. Here is our official statement from this time:
  
  "On Friday morning, we had a service outage that led to a security incident. Over *****% of all Wyze accounts were not affected by the security event, and we wanted to make you aware of the incident and let you know what we are doing to make sure it doesn't happen again.
  
  The outage originated from our partner *** and took down Wyze devices for several hours early Friday morning. If you tried to view live cameras or Events during that time, you likely werent able to. Were very sorry for the frustration and confusion this caused.
  
  As we worked to bring cameras back online, we experienced a security issue. Some users reported seeing the wrong thumbnails and Event Videos in their Events tab. We immediately removed access to the Events tab and started an investigation.
  
  We can now confirm that, as cameras were coming back online, about ****** Wyze users received thumbnails from cameras that were not their own, and ***** users tapped on them. Most taps enlarged the thumbnail, but in some cases, an Event Video was able to be viewed. All affected users have been notified. 
  
  The incident was caused by a third-party caching client library that was recently integrated into our system. This client library received unprecedented load conditions caused by devices coming back online all at once. As a result of increased demand, it mixed up device ID and user ID mapping and connected some data to incorrect accounts.
  
  To make sure this doesn't happen again, we have added a new layer of verification before users are connected to Event Videos. We have also modified our system to bypass caching for checks on user-device relationships until we identify new client libraries that are thoroughly stress tested for extreme events like we experienced on Friday.
  
  We know this is very disappointing news. It does not reflect our commitment to protect customers or mirror the other investments and actions we have taken in recent years to make security a top priority at Wyze. We built a security team, implemented multiple processes, created new dashboards, maintained a bug bounty program, and were undergoing multiple 3rd party audits and penetration testing when this event occurred.
  
  We must do more and be better, and we will. We are so sorry for this incident and are dedicated to rebuilding your trust.
  
  Wyze Team"

• Initial Complaint

  Date:02/02/2024

  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.

  Subscription for home monitoring was canceled in Wyze app several months ago. They still charged my bank account in Dec even though it had been canceled. When I requested a refund, they refused.

  

  Business Response

  Date: 02/05/2024

  Hello, we have provided a one-time courtesy refund and cancellation for this service. Thank you and have a great day!

  Customer Answer

  Date: 02/06/2024

   
  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:01/31/2024

  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 December 31, 2023, I purchased a gaming headset from **** ******** for my sons XBOX gaming console. The product was delivered on January 5, **** at 12:42pm. After receiving the package, we noticed that the headset was not compatible with XBOX console, which I was unaware. Therefore, on January 5, ****, I submitted a return request at 2:55pm which I received an ** code to have the *** Drop-off location return the product. However, the *** location did not allow ** codes for *** returns. Again I was not aware of this policy. So I canceled the first return request and requested ANOTHER return request via pre-paid shipping label to ship the product to the company. However, I was unable to print the shipping label. Therefore, on January 10, ****, I drove to the nearest *** location and used the initial ** code to return the product. The product was received to the company on January 12, **** which it was signed for. I contacted the company via TIKTOK on January 12, **** to let them know I had to use the ** code to return the product since it was canceled but the product was returned and received by the company. I contacted the **** support team on 1/14/24 at 9:14am. which I was told it takes 1-2 days for **** to inspect the return. Someone by the name ***** told me once it is received I would receive my refund in 3-5 business days. However, my refund was not issued. Therefore, I contacted the company AGAIN on January 22, **** which I was told by another rep named ******* that the product was received and the refund process and I would receive a refund within 5 business days. However, a refund has not been issued. It has been 19 days since the product was received by the company and still no refund has been issued. I would like a refund of $50.77 as soon as possible.

  

  Business Response

  Date: 02/01/2024

  Hello, it looks like the prior refunds were rejected. However, we can confirm that as of 2/1/2024 the refund has gone through. Refunds may take 3-5 business days to process back to your account. Thank you!

  Customer Answer

  Date: 02/01/2024

   
  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, never once was I told about the prior refunds being rejected. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/29/2024

  Type:Order 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 Contacted the company to stop renewal on their **************** 5 days before the renewal date. That was on 1/23/2024 on 1/28/2024 I received a charge $59 for renewal of the service. I contact the company and they denied that I contact them before and are refusing to issue a refund for the service. This is a yearly subscription that I am not using, don't want and contacted them twice to cancel it. once 5 days before renewal and once again on the renewal date to dispute the charge.

  

  Business Response

  Date: 01/30/2024

  Hello, a one-time courtesy refund has been issued for this case. In the future, we will not be able to refund any subscriptions that have already renewed. Thank you!

  Customer Answer

  Date: 02/01/2024

   
  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,
  
  Essam Kobesy

• Initial Complaint

  Date:01/25/2024

  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.

  We purchased 2 Wyze lock bolts. These locks are fingerprint and keypad enabled. We have one on our kitchen door and 1 on the basement door. The other 2 doors on the house are standard deadbolts. On Monday we realized the keypad and fingerprint died completely which rendered the deadbolt useless. I called and spoke to a rep about the issue and I was forced to troubleshoot the problem with the rep with only one arm due to my shoulder surgery. I barely managed to follow his steps. He determined that it was broken and he would send me an email to which I responded within the hour. Since that time we found out the other lock from Wyze was also dead. I found this out after getting my 7 year old daughter on the bus and coming back to the house and the wyze lock decided to lock me out of my house. I did not have my key on me nor my phone. How do both keypads die at the same time? I was stuck outside in the cold weather with my dog and no way to get back into my home. One.of my neighbors happened to be home. I was forced to call a locksmith. They charged $375 to drill out the lock and put a new one in. I would like Wyze to cover that bill and replace these locks or give me my money back. Furthermore I want Wyze to take both of the locks back to their engineering team and figure out why they failed. What a major safety hazard these products are. They should be recalled or some kind of investigation done. As a side note both units had over 80% battery life left. The company has had 4 days to correct this major safety issue and have moved at a snails pace. Snails might even be faster. Shame on Wyze.

  

  Business Response

  Date: 01/26/2024

  Hello, we have approved for our team to refund the orders for your Wyze Lock Bolts. If you have any further questions about our return policy in regard to your other items or services, please take a look at these articles:

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

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

  No further compensation will be issued outside of the refund of your Wyze Lock Bolts.

   

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21200027
  
  I am rejecting this response because:

  The failure of your products caused me a safety nightmare and I was forced to hire a locksmith to drill out one of my deadbolts. Because I relied on your products, which failed spectacularly I had to hire someone to get me back in my house. I was stuck outside in sweatpants and a light jacket that I could not zip because of my shoulder surgery along with my dog. If it wasn't for my neighbors being home I would have been stuck outside all day. Thank God there was no food cooking on the gas stove because my entire home could have burned down. Apparently wyze does not realize the gravity of the situation. While I do appreciate the refund of the two locks I woule also appreciate being refunded the charge from the locksmith. The locksmith would never have been necessary if their products continued working as they advertised. Both products had over 80% battery life, and we're well within the operating temperatures described in their manual for the product. Not only should I be fully refunded for these two products and the locksmith, they should take these two locks back and have their engineering team take a hard look at why they failed. This puts potentially hundreds of thousands of Americans in danger along with their families if they purchased any of these products. Does wyze care about safety?

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

• Initial Complaint

  Date:01/23/2024

  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 3 Wyze security cameras and all was fine until January 13, ****. I purchased a new phone, same phone number, and installed the software onto the new phone. I tried to log in and was not able to because apparently they started requiring a 2nd verification procedure. I was not notified of this procedure change and the only other number that Wyze has for me is an office number that goes directly to voice mail and does not accept texts. I do not have the option of answering the phone. They have my cell number, my email address and I can all them on the work number which shows up as the number they have on file. This was not acceptable to Wyze and therefore, I can not get online access to the cameras. I had prepaid for the year to have the next level plan and they are telling me I am not going to receive a refund. The answer I was given was to delete the existing account and create a new email so I can create a new account but they will not refund the remainder or transfer to the new account if I open it. This was all done with no advance notice that I needed to add a second verification phone number. I simply want to access the cameras I paid for and have the balance applied. I do not feel like I should have to create a new email, they have emailed me (the address they have on file), they have called my cell (the number they have on file) and I offered to call them on the work phone which is a number they have on file. I have exchanged 7 emails (starting 1/14) with the company and no solution. I originally requested a password change since the one I have always used didn't work. They emailed the link and then since it required a 2 step verification, I can't access the account at all. They can email me, and have been, but will not accept a call or call me and the person replying to the emails does not understand the issue as they repeatedly send an answer that has nothing to do with the problem I am having.

  

  Business Response

  Date: 01/24/2024

  Hello, we are sorry to hear you are experiencing issues signing into your account. Could you please send us your most recent ticket number with our support team? We are unable to locate any current tickets with the information provided. Thank you!

• Initial Complaint

  Date:01/21/2024

  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 paid for a year of Cam Plus and spent a long time on the phone with their so called Wyze Wizard humans only to be told that they can't help me and it would be forwarded to my email.I am very frustrated at the moment because this is a simple little camera and it shouldn't be this hard to get their Cam Plus to work.

  

  Business Response

  Date: 01/24/2024

  Hello, one of our Services Specialists will be reaching out to you via email. Thank you!

  Customer Answer

  Date: 01/30/2024

   I had to cancel Cam Plus then resubscribe in order to get it working again. I spent a LONG time chatting with their so called Wyze Wizards but they couldn't help me. Very frustrating to say the least! Is $14 too much for a large million dollar company to refund? It certainly seems that way because they keep telling me they don't give refunds. What kind of company uses this kind of policy these days? It's ridiculous!

  Desired Resolution: Refund 

  

  Business Response

  Date: 02/06/2024

  Hello, can you please send us the ticket number in which you had this interaction so we can look into this further? Thank you.

  Customer Answer

  Date: 02/16/2024

  I first saw this message tonight.

  Is there anything I can accomplish with this complaint?

  I only want a $14 refund.

  Customer Answer

  Date: 02/16/2024

  They wanted to send me a $5 gift card in response to them owing me $14.

  Not a lot of money but Wyze Labs has been doing this to thousands of people.

  I can see why they have an F rating.

  ~***********************;

• Initial Complaint

  Date:01/20/2024

  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 5 Wyze Cameras, and purchased the Wyze Cam Plus Plan that covers 4 cameras (recordings being saved to the Cloud) back in May 2022. I have never been able to sync more than 2 cameras to the plan. I have tried resolving the issue with Wyze directly on several occasions, without any results. Whenever I try to add a camera (as I still have 2 that I should be able to add) I keep getting the following message: 'The device firmware is not being supported'. I have asked **** to refund me half of the annual subscription amount for 2022 (total of $123.01) and the automatic renewal of May 2023 (again, $123.01) but they have refused. They say I must resolve with Apple. I tried with Apple and never heard back. I believe Wyze should refund me half of all Cam Plus costs thus far as I am paying for 4 cameras being covered by the Cam Plus Plan and only 2 have ever been covered.

  

  Business Response

  Date: 01/22/2024

  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.

• Initial Complaint

  Date:01/18/2024

  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.

  We purchased a Wyze Outdoor Cam. The device will not work. It has failed to capture footage on many occasions. I was told by Wyze to subscribe to the Cam Plus subscription and footage would be avialble on the web. We had a crime commited last night and althought the camera was on it didn't record anything and nothing was saved to cam plus.The Cam Plus subscription did not provide the services I am paying for.

  

  Business Response

  Date: 01/19/2024

  Hello, your services were already refunded as of 1/18/2024. Refunds may take 3-5 business days to reflect back to your account. Wyze is only able to return and refund items directly purchased from wyze.com. Any items purchased from our authorized resellers must be returned and refunded in accordance to their refund policy. You may read more about this here:

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

  Customer Answer

  Date: 01/19/2024

   
  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:01/18/2024

  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.

  The company refuses to remove my credit card information from their Website. I do not owe them any money. I am current for the services that I am using until October ****. Currently they have access to my card to enroll me for services that I no longer want. There is no provision for me to remove the credit card information. Your "Desired resolution" option does not cover this request. I will provide further information is BBB says this application will be processed. I will try to provide any information the BBB suggests I should provide

  

  Business Response

  Date: 01/19/2024

  Hi there, 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. 

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21164372
  
  I am rejecting this response because:  Even after I had cancelled the 2nd subscription that I had and no longer needed because of the subscription to cover all cameras was initiated, they still processed the 2nd subscription. They did end up crediting me for the 2nd subscription.

  I don't feel confident that they may process another charge without my authorization.

  Their policy of no refunds and forced automatic renewals if the customer doesn't physically cancel the contract is, if not illegal, certainly unfair .

  I therefore don't want them to have access to my credit card but I also don't want them to remove my credit card AND, at the same time, cancel my contract with nearly 10 months still paid for.

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