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Business Profile

Drone Services

Hover Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:09/08/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 told me they'd repair my device at a fee, they gave me an estimate for timing then took forever to reply to my emails. After weeks of going back and forth because they weren't following shipping instructions, they claimed my old device (with my footage) had been stolen by someone and they'd send me a new one. They pretty much probably just send me the same device broken returned, because the same problem I had on the original device was present on this device. They asked me to send it for repair and now claim they can only send me a refurbished one********* this is absolutely ridiculous. This process started at the end of May, we are almost in August and I paid for a brand new device.

    Business Response

    Date: 10/09/2025

    Dear ******* P,
     
    Hope this email finds you well.
     
    Thank you for contacting us regarding Case 23792714. 
     
    We appreciate the opportunity to provide a detailed account of our interactions with the customer and the steps taken to resolve their concerns.
     
    Case Overview and Timeline
    The customers after-sales service process has been completed on our end.
    We charged and returned the original device to the customer after confirming its functionality via video prior to shipment.
     
    Below is a comprehensive timeline of key events and actions taken:
     
    May 21, 2025: The customer reported that her ****************** X1, purchased in late November 2023, failed to power on. We acknowledged receipt and initiated follow-up.
    May 23, 2025: Our technical support informed the customer that the device was outside its warranty period and that the failure to power on was likely due to battery discharge from prolonged inactivity.

    The user manual explicitly advises, "It is recommended to remove the battery when the device is not in use for extended periods. This helps maintain the devices condition and prevents potential issues."
     
    May 8, 2025: The customer claimed she had purchased a ********************************* service plan, but no record of this purchase or service activation was found in our system. Additionally, we confirmed that no 2-year HOVERCare plan was ever offered for her device model in our company history.
     
    June 1, 2025: The customer agreed to proceed with repair services.
    June 6 & 11, 2025: We provided prepaid shipping labels for the customer to return the device.
    June 15, 2025: The customer shipped the device.
    June 19, 2025: The package was delivered.

    The customer insisted on receiving the repaired device by July 1, 2025, despite our explanation that we could not guarantee this timeline due to potential repair and shipping delays. Due to her insistence, we terminated the repair process and arranged to return the device. However, the customer later raised additional complaints.
     
    June 23, 2025: We reiterated that we could not guarantee delivery by July 1 and requested confirmation of her repair request.
     
    June 24, 2025: We learned the package was signed for by an individual named "JAOB," whom we do not employ. Given that *** claims investigations typically take 13 months, we proactively shipped a brand-new HoverAir X1 to the customer the same day.
     
    July 4, 2025: The customer reported that the new device failed to power on.
    July 7, 2025: We requested diagnostic information and began troubleshooting.
    August 1, 2025: After reviewing the details, we determined the device required return for inspection and provided a prepaid shipping label.
    August 7, 2025: The package was delivered, but the warehouse could not locate the device.
    August 25, 2025: While continuing to search for the device, we offered the customer a refurbished unit (which undergoes rigorous testing and is covered by our official warranty) as an expedited solution. The customer declined.
     
    August 26, 2025: The device was located, and our technical team confirmed the issue was a depleted battery. We successfully recharged and tested the device, confirming normal functionality.
     
    September 5, 2025: The customer requested video evidence of the devices functionality.
    September 8, 2025: We provided the requested video.
    September 10, 2025: The customer authorized the return shipment.
    September 12, 2025: The device was shipped.
     
    Addressing the Customers Complaints
     
    1. Unresponsive Communication: Excluding weekends, for most of the time, we replied to all customer emails within two business days.
    2. Allegation of Sending a Defective Device: The device returned to the customer was brand-new and unactivated, as confirmed by her subsequent communications.
    3. Forced Refurbished Device Replacement: Our offer of a refurbished unit was a proposed expedited solution, not a mandate. The customer was free to decline.
     
    Supporting Documentation
    To verify the accuracy of our words, we have attached timestamped records:
     
    1. May 21, 2025: Customers initial inquiry and our response
    2. May 23, 2025: Technical supports explanation of battery discharge
    3. June 20, 2025: Communications regarding the July 1 delivery deadline
    4. June 24, 2025: Notification of package discrepancy and offer a new replacement
    5. UPS Proof of Delivery
    6. September 5, 2025: Customers authorization for device activation
    7. August 25, 2025: Refurbished device offer
    8. September 12, 2025: Shipment confirmation
     
    We trust this information provides clarity and demonstrates our commitment to resolving the customers concerns. Please let us know if you require further details.
     
    Thank you for your attention to this matter.
     
    Hope you have a nice day!

    Customer Answer

    Date: 10/10/2025

     
    Complaint: 23792714

    I am rejecting this response because: it took you 4 months to fix this problem. Ridiculous. 

    Sincerely,

    ***** *****

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