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:01/05/2023

  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.

  They charge my account for membership but they can't seem to keep they're system working properly and you get nowhere when contacting them

  

  Business Response

  Date: 01/06/2023

  Hi there, it looks like our team has sent a few troubleshooting steps to try but we have not heard back from you on if this has resolved your issue.  Please respond to our team so we may know if you are still experiencing this issue or not.  Thank you!

• Initial Complaint

  Date:01/05/2023

  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.

  I had signed up for WYZE camera at the beginning of 2020. In October of 2022, I did not need their services. I called the company several times. My calls dropped, and I was unable to get through to them. I researched online how to discontinue their services and followed the steps suggested by the company and cancelled the service. The company charged my credit card for the month of November of 2022. In December of 2022, I called my credit card company and asked them to stop all future payments. They gave me a number for WYZE at my request. I called the number several times : my calls dropped, and I could not get through to WYZE. **** from WYZE lab sent me an email to update my payment information. I responded to their email informing them that I had cancelled their services and for them to refund me. They sent me a second email a few days later asking for payment. I sent them a second email. This time my email was returned saying their email is unmonitored. I just need them to do what is right : to cancel and to refund. Thank you!

  

  Business Response

  Date: 01/06/2023

  Hi there, one of our services specialists has reached out with further information regarding your plan. Please check your email for this update. Thank you!

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18691442
  
  I am rejecting this response because: 1) They are claiming that I only cancelled Cam ***************** and not the Cam Plus Monthly Plan which they say now that they have cancelled. Thank you, however, I called the company several times, but all my calls fell through. I need a refund for the amount which was charged to my credit card in November. My credit card company should not have paid them in December. If they did, I need a refund for that month as well. I am still receiving solicitation emails from them and I would like that stopped. Thank you!  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/18/2023

  Hello, please reply to our specialist with any issues you are having for further information. Thank you!

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18691442
  
  I am rejecting this response because: WYZE haS not refunded the original amount that was due. **** also decided to charge my credit card with another WYZE number after they learned of my complaint to *** that I had asked my credit card to stop payment to them and then refunded that amount. They can respond to me on ***. There is no need for secrecy if WYZE is dealing honestly.
  
  Sincerely,
  
  Stella 

  

  Business Response

  Date: 02/07/2023

  Hi there, as mentioned by our specialists we have cancelled your Cam Plus Monthly plan with a full refund which should have been received within 5 business days. This was cancelled and refunded on January 6, 2023. If you have not received your refund, we would recommend talking with your card carrier about this as we can confirm it is refunded from our side. You currently do not have any active subscriptions within our system, and we are considering this case as closed. Thank you!

• Initial Complaint

  Date:01/04/2023

  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.

  I get that my $50ish in charges is not massive but in an email over Christmas from the founders of Wyze Labs it states they have 10 million users, and over 1 million cam plus users. When you purchase a camera from Wyze.com, a Free "30-day trial" is included and AUTO added to your cart. You do not opt-in. You can uncheck the box not to get the free trial. However, there is no enhanced disclosure about the program. i.e. that you will be auto-enrolled, how to opt-out or cancel the monthly service fee. Literally, all it says is "FREE 30-day trial of unlimited 14-day cloud storage" When you go to the checkout page, it states "Cam Plus Monthly License (in smaller font)Billed every 1 Month( in smaller font)FREE 30-Day TRIAL(-$1.99) (LARGE FONT)I'm not a lawyer but in reading about the law and in my experience of purchasing things that are subscription-based services over the past 30 years, they are not disclosing this clearly to the consumer. Attempted to reach customer service via email and I received a response that stated I could email ****************** and a return email states "this inbox is not monitored" in a tiny font. I had to reach out via the website to chat and they said I was told about it and I agreed. I've been an avid fan of Wyze and purchased many items from them. I haven't filed an FTC or BBB complaint ever before, but this needs looked into in my opinion.

  

  Business Response

  Date: 01/05/2023

  Hello, all terms and conditions are disclosed here:

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

  "Some Services may be provided for a fee, either now or in the future. When you select or use Services subject to a fee, you will pay the applicable fees in connection with such Service(s) in accordance with the amounts and payment terms (including due dates) specified in the applicable Supplemental Terms or on the Site and/or the Wyze App. If no timing or due date for a given Service fee is specified, such fee will be due upon selection or sign up for the applicable Service. Some paid Services may be offered on a subscription basis with fees charged to you upon periodic renewals of such Service absent your termination of such Service prior to the renewal fee becoming due."

  Upon check out, right under the total for your purchase, you will see "recurring total" which will give you the total amount you will be charged monthly after your free trial is over. Our Wizards team may be reached via email, chat, or phone through our support site here:

  www.support.wyze.com

  If you have any further questions, please let our team know. Thank you!

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18684123
  
  I am rejecting this response because:

  While I disagree with the jargon used in your response because I find it is unrelated to my concern of a free trial that should have ended and I never activated on multiple cameras. Please kindly address this statement from your website related specifically to the term "free trial" where it states "Your cam plus services will automatically terminate at the end of the free trial. If you wish to continue using the ******** Services, you will need to sign up for a paid subscription" Found here- ***************************************

  "Free Trials
  

  
  When you set up a new Wyze Cam Product in your account, your Wyze Cam Product will be enrolled in a free trial of the ******** Services. Free Trials are intended to allow you to try the ******** Services with your new Wyze Cam Product. Wyze reserves the right, in its discretion, to determine your free trial eligibility and to modify or cancel a free trial or a free trial offer at any time. You may cancel a free trial at any time by following the instructions in the Cancellation section below.
  

  Your ******** Services will automatically terminate at the end of the free trial. If you wish to continue using the ******** Services, you will need to sign up for a paid subscription at the then-current price. After your free trial ends, your User Recordings will only remain available until the end of the storage period referenced in Section 4."

   

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

  

  Business Response

  Date: 01/18/2023

  Hello, per our TOS once a free trial is over you may be charged for the continuation of the service automatically if not cancelled before the renewal date.
  

  Upon check out, right under the total for your purchase, you will see "recurring total" which will give you the total amount you will be charged monthly after your free trial is over. Our Wizards team may be reached via email, chat, or phone through our support site here for any issues you may be experiencing:
  www.support.wyze.com
  Thank you!
  
  

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18684123
  
  I am rejecting this response because:

  LOL-  YOU CHANGED THE ***** ON YOUR WEBSITE AFTER I BROUGHT IT TO YOUR ATTENTION THAT I WAS RIGHT. It now reads your cam plus services will AUTOMATICALY CONVERT into a paid monthly subscription instead of TERMINATE. 

  As I pointed out before in your TOS here- *************************************** and which you used in your defense again with your response,  IT PREVIOUSLY STATED "Your ******** Services will automatically terminate at the end of the free trial. If you wish to continue using the ******** Services,you will need to sign up for a paid subscription at the then-current price."

  You did not abide by those terms nor do I agree that you are properly displaying those terms at the time of purchase. In case you thought i was an idiot, I screen shot all of this on your site. See attached. 

  Wow guys.. You can see my account and purchase history. I have purchased numerous items from your website and I have been an avid fan since the inception of your first camera. You screwed up and won't even drop your customer a few bucks. It's not like I'm asking for hundreds of dollars it's probably like $30-$50.

  I don't need a response back. I have an opinion on the matter and you have displayed how you wish to conduct business with your customers.  Ultimately it's my choice as the consumer who I do business with.   We are just gonna have to agree to disagree. 

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

• Initial Complaint

  Date:01/04/2023

  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.

  i have being trying to get them to stop charging me but thy say it cancelled then today said i had to take up goggle app where i went the sent back to company website. they just stop charging me

  

  Business Response

  Date: 01/05/2023

  Hi there, it looks like our services specialist cancelled your subscription and refunded this on 1/4/2023. Refunds may take 3-5 business days to reflect back to your account. Thank you!

• Initial Complaint

  Date:12/29/2022

  Type:Delivery 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 placed an order that I am still waiting for delivery. This is over a month now. The company keeps telling me that I have to wait X about of days. The refuse to give refund and keeps saying that I have to wait for the delivery. Checking the delivery history, the package is stuck in a loop and never make it to my destination. I have attached the track history and order number

  

  Business Response

  Date: 01/03/2023

  Hi there, we are very sorry to hear you have not received your order. It looks like ***** has updated their most recent tracking to reflect that you should receive your package today (1/3/2023). If you do not receive your package, please let our team know. Thank you!

• Initial Complaint

  Date:12/28/2022

  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 chatted with Wyze customer service agent ******** before I purchased their security system and was told it would be monitored for fire and smoke if I added Wyze cameras. So I decided to purchase and install then I receive the insurance certificate and it is only monitored for security. The fire and smoke box is not checked and they said it will monitor for fire/smoke but not through the 24/7 monitoring company. So the fire/smoke option that they promised does not work and is useless if I'm not home and a fire starts. I requested a full refund and the customer service agent just ignored that part in his response back. They contract with Noonlight for monitoring and can easily add this option if they wanted according to Moonlight (probably won't because it will cut into their profits). On top of that they automatically started the 12 month monitoring service on the day of order which was 12/9/22 and then after receiving the order the base hub was bad and they sent a new one and I finally got it working on 12/25/22. So I lost over 2 weeks of a paid service. They need to stop activating before shipment and only start activation on the day the hub is active. **************** is a waste of time because they just provide their canned responses. I guess they have no ability to think for themselves. I'm filing the complaint now because they outright lied to me but I will wait and see how the insurance company responds.

  

  Business Response

  Date: 01/03/2023

  Hi there, as mentioned in our email our Home Monitoring System does not have the ability to detect smoke nor work with non-Wyze cameras. You will need to designate Wyze cameras to the system as their sound detection algorithm is programmed to detect the pattern of standard smoke and carbon monoxide alarm signals. You may read more about this here:

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

  If you would like to process a return for your purchase, please visit our returns portal here to check for eligibility:

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

  Thank you!

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18650460
  
  I am rejecting this response because: Because ******** stated in the chat that if I added the Wyze camera's then it would be monitored for fire and smoke. That is the whole reason I decided to purchase the system. My whole question was do you monitor for fire and smoke and the answer was yes if you add the camera's. Not my fault that they don't train their people properly.  I'm still waiting on the insurance companies response but it looks like they are only giving me 60% of the normal monitoring discount.  I also saw on web site recently in the question and answers that you don't monitor for fire and smoke because it must be a wired system to meet codes or something. That is absolutely not correct. I have had a wireless PowerMax Visonic system installed in my house for 20 plus years but it can only connect by landline and is out of service.  Ring, Amaryllo and X-Sense both monitor their wireless systems for fire and smoke.  Amaryllo and X-Sense both use Noonlight.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/23/2022

  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 placed an order with Wyze for two electric scooters as Christmas gifts. Wyzes website told me the scooters would be in in time for a Christmas. This was placed on 12/13. Order number is *******. On 12/19 I received one of the items, the second item was still being processed. On 12/23 I called to inquire about my order and the status of the delivery. Wyze routes through outsourcing and its almost impossible to get in touch with a person in the states who can actually help me with the issue. The first person I actually talked to was because of meeting checking on Thea ********* The status of the order prompt that I clicked was no helped as it only was an automated system telling me to check the website and my account, which I had been doing previously since my first item arrived. After fumbling through messages and clicking different prompts the person I spoke to told me that my order wouldnt be shipped for at least another week. He then told me he would put me in contact with the orders team. While transferring me the phone hung up. I called back and went through the the laborious process of listening to prompts and trying to speak to someone. Again I had to go through prompt 1 pre-orders to be told that it wouldnt arrive. Because it would not arrive on time I decided to cancel. When transferring I got hung up on again. After calling back and asking to speak to a supervisor I was placed on hold for 20 minutes. Before being placed on hold I told the customer service rep that I did not want to be hung up on again to which she replied if we do get disconnected I have your phone number and Ill call you back. This means that the two previous reps also had my phone number but decided to not return my call. Horrible customer service and inability to address issues in a timely manner makes this company a horrible place to do business with.

  

  Business Response

  Date: 12/27/2022

  Hi there, we are sorry to hear about your experience with our team. We have taken a look at your issue, and we are unable to cancel your order as it is currently in the process of shipping from our shipping partner's warehouse. Once an order is in the process of shipping via our shipping partner, we are no longer able to make changes to your order. We have reached out to our partner to find out when your order may ship and hope to have a resolution soon. We apologize for any inconvenience this may cause.

• Initial Complaint

  Date:12/19/2022

  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 purchased a set of headphones during their cyber monday promotion. Brand new product. The company advertises a 30 day return policy everywhere on their website. I received the product, but after using them I decided they sounded very subpar and not up to the expectations based on what they advertised. I went to return them and was told that items purchased during black friday were not returnable. This was not advertised anywhere on the website during the sale, and had I seen that sales were final, I would have most certainly not purchased the item, as I had some concerns based on reviews initially but wanted to give them a chance. They are being unreasonable and unwilling to make any exceptions. I simply wish to return my product and get the money back that I paid for them. Nothing more, nothing less.

  

  Business Response

  Date: 12/20/2022

  Hello, the Black Friday and Cyber Monday promotions were final sale due to the promotion and not specifically the item you purchased.  We have attached a photo of the Promotional Terms and Conditions highlighting this.  We will not accept returns for these items.

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18614150
  
  I am rejecting this response because: this product is bad and it was not appropriately advertised that this product was not returnable. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/18/2022

  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.

  On November 28, 2022, (cyber Monday), I purchased 2 Wyze thermostats and 3 Wyze room temperature sensors for $184.97. Order number: US-*******. When I received the products it was determined that the thermostats were not compatible with my home's wiring. I called customer service and was given a link to return the merchandise. The return process said my purchase was non-refundable due to it being a cyber Monday purchase. I carefully reviewed the advertisement/purchase confirmation emails and could not find where it stated all products are a final sale. The emails are attached so they can be reviewed by a third party to see if there is any language stating "all cyber Monday deals are non-refundable" (not including fine print). I called customer service and the person said all products with a 50% discount are a final sale and non-refundable.I checked the sale price on the products and it was only 19%. He sent me the terms and conditions of cyber Monday purchases but it appears to only cover cameras not thermostats. Also, it stated that the cyber Monday items were refurbished. All in fine print, this is really deceptive marketing at best and dishonest business practices at worst. I would not have purchased the products on cyber Monday if I knew they were non-refundable. I now have Wyze equipment which was never installed and still in the box that are completely useless to me. For the Wyze corporate staff, I have been a Wyze customer since 2019 and have purchased about 12 cameras plus other items over the past few years. I intended to purchase more items in the future. Plus, I happily recommended Wyze products to anyone who would listen. But if this is not resolved successfully you will have lost a loyal customer over a $184.00 non-refund and one who will tell others my negative experience. To make things right, I would like to return the products and get a full refund.Respectfully,****

  

  Business Response

  Date: 12/19/2022

  Hello, all Black Friday or Cyber Monday promotions were considered final sale.  We have attached a photo of our promotional terms highlighting this, these promotions were final sale and are not eligible for return.

   

  Customer Answer

  Date: 12/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that it is not satisfactory to me but I will accept it.  Dear Wyze, since you are unwilling to work with me to resolve this matter, I WIILL NOT purchase any of your products going forward.  You have lost a loyal customer due to your inflexibility and deceptive business practices.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/13/2022

  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.

  Wyze Ticket ******* I spoke with **************** yesterday ****** asking for help to recover access to my account as I had recently purchased a new cellphone and was assigned a new phone number. When I tried to login it wouldnt allow me to update my phone number to get access to my account. Agent advised I create a new account, link up my cameras and thats it.I asked her if they could transfer the remaining paid subscription for cam plus and she refused. I want access to my old account or the remaining paid service transferred to the new account or I will contact my credit card company and file a chargeback.

  

  Business Response

  Date: 12/19/2022

  Hi there, we are unable to make changes to 2FA on an account or remove 2FA. 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. Thank you!
  

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18565564
  
  I am rejecting this response because:Its a stupid policy. I want to be composted in the amount of $5,000.
  
  Sincerely,
  
  *************************