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:01/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a two pack of wyze cameras a year ago, I gave one away it was new sealed in the box, and I set it up. I have setup approximately 20 cameras like this, it came on showed an image, requested an update as they do every time you setup a new camera or even view in the app. Updates destroyed 3 cameras and with some 10 hours of effort one was replaced.I applied this for security reasons also because it will nag every time. It was not touched and after ten minutes it was still rebooting in a loop with a yellow light. The only thing unique thing I did with this and the replacement camera was to set the 180 degree flip for upside down mounting. Both cameras came on, and became a constantly rebooting with the yellow light the only indicator instead of the normal state or going into setup mode. I tried to load the firmware onto the 32GB required FAT32 formatted SD card including a sd_update folder, or demo.bin in the root folder. I held the setup button on power on for almost any duration I could from 1 to 60 seconds with no change. I spent many weeks waiting to talk to a supervisor, mostly they told me no one was available. I probably spent more than ten hours on hold and talking with people because I used to be a huge fan of Wyze, I bought many as gifts to give people a piece of mind. This issue has done anything but. I did subscribe voluntarily to the earliest *************** and gave them money for half a year. I want them to succeed, but worry they aren't taking this seriously. I had to fill this out and I did have great support after finally getting a supervisor. This update should have been removed well over 2 months ago and a statement released regarding resolution. I'm sending this as the only way I can reach out to the corporate headquarters, I'm doing this to help the company and the customers avoid intervention for destruction of property in the thousands of units that can't be replaced. They did eventually replace, I just want to share with HQ.

  

  Business Response

  Date: 01/26/2023

  Hello, it looks like your item may have been out of warranty. In out of warranty cases, we may offer a gift card but not necessarily for the full amount, if we no longer offer the item a gift card may be the only option. It looks like our team decided to issue a replacement instead of moving forward with this gift card offer. We will consider this case closed as we have issued the replacement to you. Thank you!

• Initial Complaint

  Date:01/25/2023

  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.

  My order number is US-******* and the order was placed on October 18th, 2022. I bought a Wyze Cam Floodlight, 3 microSD Cards, a 2-pack of Wyze Cam v3 and a 3-pack of Wyze Sense Entry Sensor. This order came with 1 free month of Cam Plus Pro and Cam Plus. Unbeknownst to me, they would automatically charge my card for 12 monthly licenses of each service for a total of $78.40 in November, December and January. I now have 36 monthly licenses for 3 devices and already had an annual subscription for Cam Plus. I didnt knowingly purchase any of these licenses and consider this a phantom order. $235.20 has been charged to me for orders I didnt purchase. When I called Wyzes customer care number, Gab (like *******) refused to offer any sort of refund or credit, said there was nothing that could be done and there was no one else that I could speak to. I asked him if he was the owner of Wyze Labs and he said no, so I insisted there was someone else I could talk to and he said no. He was not helpful at all and was actually pretty rude. I would like a refund in the amount of $235.20.

  

  Business Response

  Date: 01/26/2023

  Hi there, we are very sorry to hear about your experience with our team and will be looking into this further. Our Services Manager has located and refunded the other two charges for you, refunds may take up to 3-5 business days to reflect back to your account.

  If you are experiencing any other issues please let us know. Thank you and have a great day!

• Initial Complaint

  Date:01/24/2023

  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.

  This company has promised my gift card in email over 2 months for a defective product and hasnt come through. I have been standing with there products and been speaking to multiple representatives who keep promising my gift card will be here in 3-5 days and still nothing. I am do disappointed and just want an replacement. Is that hard to ask?

  

  Business Response

  Date: 01/25/2023

  Hello, your gift card was issued 1/24/2023. You should receive the code for the gift card to the email you have provided our support team. Thank you!

• Initial Complaint

  Date:01/17/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a wyze cam from ********** in december of 2021. I have had many issues with this camera including the spotlight that stopped working. Wyze sent me a replacement spotlight shortly after I bought the camera. Last week, we had serious rain storms in *********** and the wyze camera died on January 10. I was out of town and could not deal with it until I got back into town on January 16th. I did all the troublehsooting and the camera is not even powering on. It's dead. I called their support, I was told that I would be getting a replacement. Then I got an email that I would not get a replacement. I have been on the phone with their support for the past 2 days wasting so much time because no one knows what they're doing. This is what happens when you ***************** to *****, customer service *****. My outdoor *********************** is broken after barely any use. I want a replacement. I even bought an sd card for this camera and now it's just sitting above my driveway useless. Any other camera would have survived the rain. Wyze needs to the right thing and send me a replacement camera in good faith.

  

  Business Response

  Date: 01/18/2023

  Hi there, a replacement was issued to you under your ticket #******* on 1/17/2023. Please check your email for your order number. Thank you!

  Customer Answer

  Date: 01/18/2023

   
  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:01/17/2023

  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.

  CHARGED **** A MONTH FOR A SERVICE THAT WAS PREPAID FOR THE **** AT A DISCOUNTED RATE. CANCELLED SUBSCRIPTION AND CONTINUED TO BE BILLED. CONTACTED AND FILED DISPUTE WITH THE CREDIT CARD COMPANY REGARDING THESE CHARGES.

  Customer Answer

  Date: 01/18/2023

  I purchased a camera from Wyze Labs on July 4, 2021. I paid for the camera in full. With an effective date beginning July 6, 2021, I subscribed to the Cam Plus Annual Subscription at a rate of $14.99 for a year. Wyze Labs charged me the $14.99 which I paid (See billing upload). However, Wyze Labs charged me the monthly rate for each month of **** in addition to the annual plan (An overcharge of $**** per month for 10 months (Oct 2021 -Oct 22) totaling $19.90 in Overbilling for the first year of my Cam Plus Annual Subscription. Beginning July 2022, on my renewal date, I was charged the $14.99 automatic renewal for the year (July 2022-July 2023). AGAIN, I was overcharged an additional $**** a month when I already paid the annual fee. I cancelled the subscription in October 2022 and was issued an $11.01 credit toward the $14.99 annual fee. My credit card continued to be charged the $**** a month from August 2022 - Jan 2023 totaling $11.94 additional charges on my credit card. When I contacted support, I was issued a $**** refund for Jan 2023. She seemed unable to review my billing and payments on her end. When I asked for the credit for the **** overcharges per month, the representative said she couldn't help me. Being logged in to their website and going to subscriptions, I could clearly see that I had been charged and paid the $14.99 annual fees. The billing did not show **** monthly charges, but my credit card was charged nonetheless. I asked to speak with a supervisor and she said there was no supervisor. I asked for a phone number or an email address for a supervisor and was told they don't give out that information and was told I would receive an email from a billing supervisor, which I have not. Seeking resolution by way of their phone number is fruitless and I question how many other subscribers have been overbilled. I have been overcharged a total of $31.84 and want a credit issued back to my credit card for these overcharges.

  

  Business Response

  Date: 01/18/2023

  Hello, it looks like you have posted two BBBs. We will only be responding to your other complaint as to not cause confusion for your issue. Thank you!

  

  Business Response

  Date: 01/19/2023

  Hi there, we are very sorry to hear about your experience. One of our Services Specialists will be reaching out to you via email, please keep an eye out for this communication. Thank you!

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18827609
  
  I am rejecting this response because:  My billing statement does not show monthly $1.99 charges.   It only shows the yearly subscription in the amount of $14.99 which I paid as seen on the statement  but Wyze Labs continued to charge my credit card $1.99 each month which is not shown on the billing statement.    This amounts to double billing and deceptive billing practices on the part of Wyze labs.   I am not the only person who has deallt with Wyze Labs in this regard as seen by other BBB complaints.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/25/2023

  Hello, it looks like this subscription has been cancelled on your behalf with the last few months being refunded. Unless a cancellation is put in with our support team or directly through our subscription portal the subscription will continue to be charged to your card. For further information on how to cancel your subscription please see this article:

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

  Thank you!

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Wyze customer for a few years and have had decent service, not great but decent, until today. I purchased the newest outdoor camera and when we got it, the quality is HORRIBLE. The picture jumps, its so pixelated my yard literally looks like an ice skating rink and there is no ice in my yard. Theres a bright light that flashes constantly and theres no way it will connect to my Firestick, as it just says the camera is not responding. I called Wyze and was hung up on by 3 different agents. Not one person attempted any trouble shooting at all, they just hang up on you. On my FOURTH call to this company I finally reached someone named ***** that said he would connect me to a Sup. I waited about 20 minutes for this SUP and when she finally came on the lineshe said she was sorry and they would look into this. After several minutes of listening to her call center jargon. I finally hung up on them before they could hang up on me this time. She was no help and only offered apologies for the incompetence of their call center employees. I want this resolved. This has been the worse customer service experience ever.

  

  Business Response

  Date: 01/17/2023

  Hi there, we are very sorry to hear about your experience with our team. We will be having a specialist reach out via phone to you for further information on your issue. Please keep an eye out for this call, if you are unable to answer our specialist will follow up using the provided email address. Thank you!

• Initial Complaint

  Date:01/13/2023

  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.

  There is no phone number to reach the corporate office. Cam plus product is faulty with numerous phone calls and logs submitted no use resolution has been reached for several months this year and the same issues last year. Person detection is not consistent on one of my cameras. The motion will detect a person but not the person mode. I don't receive notifications when in the past I did until they did upgrades. I asked for two month's refund for cam plus only and the rep told me to call back. He must not have known what to do. I asked him for a corporate phone number he did not have one. Most of my other cameras with plus plan works pretty good. I would like the cameras to work like they are supposed to. This would included the same formated SD card working in the V3 like it does in the V2.

  

  Business Response

  Date: 01/17/2023

  Hi there, we are very sorry to hear about your experience. One of our services specialists will be reaching out to you via email, please keep a look out for this contact from us. Thank you!

• Initial Complaint

  Date:01/12/2023

  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.

  January 2, ******************************************************** with my current Doorbell Cam Plus from Wyze. I purchased this product in July of ************************************************ (paying for his services). After my free trail ended they had offered me a yearly service in not losing the activity viewing that I truly liked, I will state that its not a bad price for the year No sooner after I purchased the yearly service, I started having problem viewing/detecting any outside activity. It is coming up with a code of 06 which that means: Failed to fetch video from the cloud. After my professional person came over several times to see what he could do for me (paying him) he told me to email Wyze to let them know of this code, which I did starting in Oct 2021. With numerous emails (total of 36) they had told me what I needed to do. So again I paid my professional to come over to do what they are saying to do, which is shutting off electric to the Wyze doorbell cam, take off the cover and reset from the back etc. It would work for about 1-2 weeks then it would give me that same code of 06. I started keeping track on the times and dates that I couldnt see any activity and it gotten up to ****************************************************************** seeing anything. My professional told me that its not anything that he or I are doing or the doorbell itself. What is happening is the downloading from their server and their software is not connecting to the cloud. He told me to call.I did start calling them. After getting put on hold for over one and half hours and being misinformed I got hung up on. I called back gotten another person he went over everything in my settings etc. He said everything is connected correctly in my phone for it to work properly. Without me telling him what my professional told me he even told me what my professional told me what is going on. He sent a message to tech support. Since then I again start calling numerous times (total of 15) always gotten the run around and hung up on. I did get an email from someone that states that they will replace the doorbell cam (although I told them that it is not the doorbell itself & what actually is wrong) BUT this person did agree with me (have email that states that) that this will not guarantee that it will help resolve the issue since this error is a software issue, as my professional person had said and the person I spoke to over the phone had said.I did receive the new doorbell cam plus but my professional was not available to put it in at that time. When he became available I paid him again to come and install it. And the next day it started again I couldnt see 7 notifications/activity. I called Wyze talked to a supervisor (I was on vacation at this time). Right at the start of our conversation he sounded like he didnt want to be bothered by this. I requested him to call me back on anything and everything throughout the day on what information he has, which he did I was very appreciative. According to him they ran text etc his last communication with me was that it is not on their side and there is nothing that they can do about what is happening. No matter what I told him that one of their workers and my professional said. He said that they can do one of three things either: send a new doorbell, take off the subscription or send me a $30.00 gift card by email although I would have to take off the doorbell cover and take a picture of the back which I said No, I would have to have my professional do it since he has the proper tool and I am not going to pay him again The supervisor put me on hold for 20 minutes then came back told me to screen shoot the devise information, which I did, and he received it. But I never received that gift card as of today. Since he said this I havent kept track of any non notifications/activity The numbers, days and times that I have for them are: Monday Friday 4am-8pm, Saturday Sunday 8am-4pm pacific times, phone number: ************ now this is to my knowledge is customer service times and number. Now when I signed up for the yearly the confirmation came over as their address and number of: Wyze Labs **** *************************************************************************************** Phone: ************ email: **************** All I want at this point is my money back, if I could afford other one I wouldnt being asking for money. I just want one that is reliable and that works accurately to protect myself and my neighbors. I will purchase one that will work without the cloud on it. Apparently Wyze is not caring enough do to right thing by this customer.Please help me in this matter Sincerely,********************* ********************************************************************* ************ cell (leave message if I cant answer)Email adobbs-**************

• Initial Complaint

  Date:01/09/2023

  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.

  I had an existing annual subscription for 1 camera. I had approximately 264 days left on my subscription for that camera. I bought a new outdoor camera system AND a doorbell camera. I went through the **** app and added 4 new annual subscriptions for a total of $99.99 for a year for 4 cameras total. When I checked on the app (after paying with my credit card (and getting a reciept) I noticed that my **** app suddenly said I had 77 days left on my subscription. Which didn't make any sense, since I had approximately 264 days left on one camera and had just paid for one year each on 4 more cameras. I called customer service. The lady couldn't help me other than to have me send her screen shots, which I did. I showed her I went thru the app and I had paid. She had nothing to say except my money was lost because I have to order through the website only. I cannot order thru the app. Which can't be correct, because the wyze app happily took my money, but refuses to give me the service I paid for. I call that fraud. The website and the app are both from Wyze Labs. Same company. Same product. They both accept your money in the same way.

  

  Business Response

  Date: 01/10/2023

  Hi there, it looks like your issue *** have been resolved with our support team.  If you are still running into any issues please reach out to our team for further assistance.  Thank you!

  Customer Answer

  Date: 01/10/2023

   
  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:01/08/2023

  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.

  refund for account fraudulently opened

  

  Business Response

  Date: 01/09/2023

  Hello, Wyze does not have access to *********** systems. You will need to work with ****** and your credit card directly for any fraud issues you may be experiencing.