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:10/22/2024

  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 ******************* cameras from a company called IP Security Depot, which advertised a 5-year manufacturer warranty for the cameras. However, after researching *******************' warranty policy, I discovered that the manufacturer warranty is only valid for products purchased through authorized resellers, which IP Security Depot is not. I contacted IP Security Depot, and they informed me that they purchase their products through an authorized reseller, and therefore, the warranty would still be honored. I requested written proof of this claim, but they did not provide it. The company agreed to process a refund with a 30% restocking fee, contingent on the return of the items. I returned the cameras on September 24, 2024, but despite multiple attempts to follow up, I have not received my refund as of October 22, 2024. I believe the company has engaged in misleading advertising by promoting a manufacturer warranty they are not authorized to provide, and they have delayed my refund despite receiving the returned items.

  Business Response

  Date: 11/13/2024

  Hello,
  
  Were not sure why this customer is making false claims about the cameras they purchased not having a manufacturer warranty because in an email we received from them on 9/11/24, they themselves said that **** can confirm the cameras have a 5-year manufacturer warranty that can be validated by the serial numbers. We source our products through the appropriate channels put forth by the manufacturers, and therefore, the products we sell come with manufacturer warranties. We also confirmed with our Axis distributor and informed the customer that the cameras they received have a 5-year manufacturer warranty.  
  
  Unfortunately, this customer is making another false claim that were engaged in misleading advertising by promoting a manufacturer warranty they are not authorized to provide. Again, this customer confirmed in their email on 9/11/24 that **** can confirm the cameras have a 5-year manufacturer warranty that can be validated by the serial numbers. As mentioned, our authorized **** distributor also confirmed the warranty of the cameras. This customer is simply engaging in business defamation.
  
  We provided the customer with a return authorization on 9/16/24. We then received a credit card dispute on 10/8/24 that we responded to on 10/17/24. On 10/24/24, we were informed by merchant services that the dispute was decided in our favor. We then received a 2nd dispute on 10/24/24 for the refund amount that included the restocking fee.Merchant services advised us not to do anything with this as this is something the credit card companies would handle and issue the appropriate refund to the customer. As of today 11/13/24, the customers refund is being handled by the credit card companies and the customer needs to reach out to them to find out the status of their refund as this is part of the credit card companys dispute process.
  
  Best,
  
  IP Security Depot 

  Customer Answer

  Date: 11/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for allowing me the opportunity to respond to IP Security Depots claims. I would like to clarify my position and provide additional context to address their statement. On 9/11/24, I mentioned to IP Security Depot that the serial numbers of the cameras could potentially validate the warranty with *******************. This was based on my own inquiry with Axis at that time. However, **** later clarified that warranties are valid only when products are purchased through an authorized reseller or distributor, which IP Security Depot has not demonstrated to be. I specifically asked IP Security Depot to provide written proof that they are authorized by **** to offer the 5-year manufacturer warranty or that their distributor is authorized to do so. To date, they have not provided such documentation. Without this verification, I cannot confirm the validity of the warranty as advertised. IP Security Depots claim that they source products through appropriate channels does not suffice as proof that the warranty is valid under ******************* policies. Their failure to provide written proof upon my request, combined with ******************* clear policy regarding warranty eligibility, raises legitimate concerns about whether the advertised manufacturer warranty can actually be honored. I never intended to make false claims or engage in defamation. My concerns stem directly from the lack of documentation supporting their claims about warranty validity, which has left me in a position of uncertainty about the advertised benefits of the products I purchased. While IP Security Depot claims my refund is now in the hands of the credit card company, it is important to note that the delay in processing the refund resulted from their actions. The cameras were returned on 9/24/24, and I complied with all return instructions provided. However, it took weeks before they informed me that the refund would only proceed through the credit card dispute process, which further prolonged the resolution. If IP Security Depot had processed the refund promptly after receiving the returned items, there would have been no need for the second dispute. I am not seeking to defame or damage IP Security Depots reputation. I am simply requesting the refund owed to me, along with clarity about the warranty and their authorization as a reseller. If IP Security Depot cannot provide proof of their authorization or the warranty validity, I believe my concerns about misleading advertising are reasonable and should be addressed.
  I appreciate the BBBs continued involvement in this matter and hope this can be resolved amicably. Please let me know if further documentation or clarification is needed.
  
  
  Regards,
  
  ****** ***

  Business Response

  Date: 11/15/2024

  Hello,
  
  In most cases, returns are processed and a refund is issued within 2 to 3 weeks from the date the returned products are received at the warehouse. In this case, the product was received on 9/24 and a credit would have likely been issued by 10/15. However, since a credit card dispute was opened about a week after the product was received at the warehouse (we received the dispute notice on 10/2), the refund had to go through the official dispute process put forth by the credit card companies. As mentioned, the credit card company decided in our favor in which we were advised by merchant services that the credit card companies would handle the issuing of the refund. It appears that before the refund could be issued, a second dispute was opened, and we were again advised by merchant services not to issue a refund because this would be done by the credit card companies. Essentially, both credit card disputes just slowed down the refund process because the case had to go through the credit card dispute process which we have no control over. We reached out to merchant services again today to see what is going on with the 2nd dispute and they stated that a refund should be issued in 24 to 48 hours.
  
  IP Security Depot 

  Customer Answer

  Date: 11/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I would like to clarify my position and express my dissatisfaction with how this matter has been handled. On 9/11/24, I mentioned to IP Security Depot that the serial numbers of the cameras could potentially validate the warranty with *******************. However, **** later clarified that warranties are valid only if products are purchased through an authorized reseller or distributor. Despite repeated requests, IP Security Depot has failed to provide written proof that they, or their distributor, are authorized by ******************* to offer this warranty. Their inability to produce this documentation raises serious concerns about the validity of their advertised claims, which directly influenced my decision to purchase the cameras. Furthermore, I did not agree to the 30% restocking fee they proposed, as it represents a nearly $6,000 financial loss for products that were returned in good faith. Despite returning the cameras on 9/24/24, the refund process has been delayed unnecessarily, with the merchant directing me to the credit card company for resolution rather than processing the refund themselves. This has caused significant frustration, financial stress, and a lack of trust in their business practices. Throughout this process, I have encountered delays, lack of transparency, and unreasonable financial demands, leaving me deeply dissatisfied. My goal is not to harm IP Security Depots reputation but to resolve this matter fairly and ensure that customers are treated honestly and reasonably. I respectfully request that IP Security Depot issue the refund I am owed without deducting an unreasonable restocking fee, and I appreciate the BBBs assistance in mediating this matter to reach a satisfactory resolution.

   

  
  Regards,
  
  ****** ***