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:26/09/2024

  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.

  The manufacturer does not want to honour the warranty.****** been in contact with the support department,I answered all the questions he concluded that the product was deficient he told me he will ask the warranty department to send me a replacement cam,but the warranty department does not want to send it.I bought this cam for my bran new car but said have to buy another one now because they are not honouring the warranty,I am 66 and I prefer to have a cam in my car but I was disappointed buy this company.

  Business Response

  Date: 26/09/2024

  Hello Mr. ******* ******,

  Thank you for sharing your experience. I understand how frustrating this situation must be, especially after following all the steps and receiving confirmation from the support department regarding the issue with your F70Pro dash cam.

  We were able to send you the warranty exchange instructions sent to your personal email address and send prompt updates about the status.
  
  Please let me know if you would like any further assistance or if there are other ways we can help address your concerns. Your satisfaction is important to us, and we appreciate your patience.

• Initial Complaint

  Date:06/03/2024

  Type:Delivery 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 1/30/24, I have ordered a dash cam bundle from Thinkware as a gift for family for $807.49. It has been over a month, and I still have not received the product. I have contacted Thinkware on 2/14/24 and they have claimed that there was an issue with the shipping carrier and will be returned to sender. I have asked to receive a refund as the item will arrive too late if they were to ship it out again. The customer service agent has told that I will receive an email update same day but 3 weeks later, no update. Poor customer service giving ***** promises. I just want to cancel the order at this point but I have given Thinkware plenty of time to make things right.Order # ******

  Business Response

  Date: 06/03/2024

  Hello ****,

  We wanted to sincerely apologize for the delay in processing your order refund. We understand the inconvenience this has caused and want to assure you that resolving this matter is our top priority.

  
  Please know that we have refunded your payment for this order and you should expect the refund to be reflected within the next 2-3 business days to your account (depending on your bank's timeline).

  Attached is the refund document for your reference. 

  
  We truly appreciate your patience and understanding in this matter. If you have any further questions or concerns, please don't hesitate to reach out to us. Thank you for your continued support.

  Customer Answer

  Date: 07/03/2024

  
  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:06/09/2023

  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.

  I purchased a Thinkware U1000 4K UHD Dash Cam with Rear Camera & Wi-Fi through **** *** in 20-Jun-2023. Since before the purchase, I have experienced medical condition ******* ****** *********** that prevented me from installing/programming the product within 30 days******* **** ************** ****** ** **** ** ****** **** ****** ****** *******. As of today, the timeframe for returns through **** *** and the seller has passed and I have been trying to install the product on my own. The process seems very straightforward, however there is a feature advertised that does not work ‘the hot-spot feature’ Note that otherwise, the camera will always prompt the user to connect to the wifi. Due to that, I have been trying to contact the support team for Thinkware and used the troubleshooting advice and videos. I have tried everything and failed to make it work, in addition the Support Center fails to help, because there are no advisors available to help and the troubleshooting is made through email. I thought that the camera that I had was defective, therefore I purchased the same item, and the same feature is not working. I want my money back on the product, due to ***** *************. I do not trust this manufacturer and their products.

  Business Response

  Date: 06/09/2023

  Hello There, 

  Upon receiving the complaint on 09-05-2023, we immediately investigated the matter. After reviewing the details, we have taken the following actions to address the customer's concerns:

  Refund Issued: On 09-05-2023, we processed a full refund for the purchase of the Thinkware U1000 4K UHD Dash Cam with Rear Camera & Wi-Fi, including any associated shipping charges, to the original payment method used for the transaction.The customer should expect to see the refund reflected in their account within 5-7 business days, depending on their financial institution's policies.
  

  Communication with Customer: We have also reached out to the customer directly via email to notify them of the refund processing and to provide any additional assistance they may require.

  Regarding the specific issue with the Thinkware U1000 Dash Cam's hot-spot feature, we deeply regret any inconvenience this may have caused. We take product quality and accuracy in advertising seriously. We will investigate this matter further to ensure that our products meet our quality standards and that all features are fully functional.

  Customer Answer

  Date: 06/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: As mentioned in my complaint, I bought a second dash cam, to see if it was just the camera bought with **** *** that was faulty.  I ended up returning the second one, for which a refund was issue, noting that they did not pay for shipping fees, per their policy (i paid for those fees and those were not refunded). In that case, Thinkware is innacuratein his response. 

  The feature mentioned, did not work in both cameras. I have not hired a 3rd party to install, otherwise Thinkware would say that the 3rd party is responsible.

  Also customer support, does not contact people and there is no option to speak with a representative.

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

  Business Response

  Date: 07/09/2023

  Hello,
  
  We are sorry for any inconvenience it has caused you as we don't have the information that this is already your second purchase of the same model and the U1000 dashcam hotspot feature does not work still. As much as wanted to reach out for further probing questions and follow up but you immediately said that you wanted a refund after trying the troubleshooting articles we provided. 
  
  Right now, we wanted to know how much is the return shipping fee by providing us a copy of the shipping fee receipt so that we can refund the shipping fee for this inconvenience. 
  
  Thank you and we appreciate your cooperation.

  Customer Answer

  Date: 10/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: my complaint is about the purchased made via **** ***. It is not about the dash cam bought through the website for which i'm receiving a refund based on the processes. The fee for shipping was approx 20, however i did not keep the receipt, because base on their return policies, the shipping fee back to the warehouse is assumed by the client. 

  thank you

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

  Business Response

  Date: 11/09/2023

  Hello **********,

  We understand that you wanted to have a refund for the shipping fee for the U1000 dashcam purchase from *******. Kindly provide the proof of purchase for the Thinkware U1000 from ******* and also any receipt for the shipment back to *******? Probably you can get a copy of receipt from the shipment company. Thanks!

  Customer Answer

  Date: 11/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: The team of Thinkware seems to not been reading the original complaint or is delaying the solution.

  Im asking for a refund on the Thinkware dash cam bought through *******. I am attaching the receipt from **** ***. As I mentioned on my initial message on BBB, the timeframe for the return thorugh **** *** has past and the warranty would only allow to exchange the existing  camera for another new camera of the same model. I do not wish for a second camera in replacement of the inital camera. I want to return the camera because the camera features do not work as advertised. 

  In addition, the Thinkware team has not reached ut to provide any support to troubleshoot the main issue, and does not provided any resources beyond the videos or notes in the website. Since, there is not support, I want to return the camera and obtain a refund for the amount CAD 542 per the invoice attached

  thank you

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

  Business Response

  Date: 12/09/2023

  Hi ****,

  Thank you for the clarification. We wanted to offer you a refund for your ******* purchase. To proceed, kindly confirmation your shipping address and email address so we can verify this purchase. Thank you.

  Customer Answer

  Date: 14/09/2023

  
  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.

  the address is ************************************************************************************. Im attaching the receipt from **** ***. Please, let me know where I could send the dash cam.

  I just want to mention that I have not received the refund from the other camera that  bought on the Thinkware website. I believe we are beyond the 5 business days since the initial communication with the Thinware customer service.

   

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

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

• Initial Complaint

  Date:13/07/2022

  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.

  Dec 1 2022 Purchased thinkware **** *** front & rear dashcam,had it professionally hardwired into car, bought camera for parkmode, right from start camera not recording properly in parkmode all settings correct camera drain battery quick, call thinkware in Coquitlam dealt with Monica manager for 3 months trying to solve issue, sent me new camera & SD card, sent them videos of camera footage & battery voltage went over settings, still not recording correctly, camera eventually killed battery, was not old replace battery, still not recording correctly, maybe had parasitic draw, paid more $ to test, test ok, I’m aware of correct settings for camera & how park mode works with battery, 3 day new battery drove lots to have battery charged for parkmode to work correctly ¬ drain battery, still did not record correctly & drain battery quick, thinkware aware I park underground & well lit & end of parkade,only 2 other cars would pick up recording for parkmode,
  low traffic less time camera records & less battery drain,camera should record correctly after 3 months issue was escalated higher up,sent videos of not recording properly &low battery voltage, telling me solution was everything tried for 3 months to no avail, 3 months dealing store level & weeks dealing with higher office all videos sent & information money spent new battery & parasitic draw test thinking it’s my car, after all that problem now is rear camera placed on firit of window,interferes recordings, no one mentioned that for 3 +months installer places cameras there lots no,problem, ask thinkware proof before spend more $ moving it, didn’t provide proof, said can’t give $ back,didn’t ask $ back, instead of proof offer new camera,sd card, battery pack, emailed postage to return camera so they could send products can’t open postage,ask to resend, they stopped responding to all my emails I had camera moved, same issues &no response from thinkware, can’t use parkmode my emails upon request

  Business Response

  Date: 25/07/2022

  We have been in contact with the customer for 3 months
  and have been trying to assist in having her issue resolved. However, the customer
  has not been cooperating with our team for troubleshooting and is refusing to
  send the items in for testing/replacement/refund.

  
  Items were purchased and installed by a third-party
  dealer who also confirmed this is working correctly. We have exhausted all our
  options and the customer is not cooperating or being reasonable and threatening with legal action.
  We have ceased all further communications.

  
  As the manufacturer we are still happy to refund
  this purchase upon receipt of requested items since the purchase and assistance
  offered could not meet her expectations. Included in our correspondence was a
  pre-paid return label, however we have not received the package back to issue
  this refund. 

  Hopefully this resolution can relieve any inconvenience caused. 

  Customer Answer

  Date: 29/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  ****** ******       Shame on you thinkware, I have all my emails sent to you and the ones I received from you, I spent 3 month with Monica the manager at the Coquitlam store who was very nice to deal with, we went through all the setting and troubleshooted every possibility, I even spent money having a parasitic draw test, new battery when Monica and I could no longer figure out what to do it was escalated higher up, from the start you suggest all the things Monica and I had tried, after weeks dealing with you guys you offered to replace camera, battery pack 128 sd card you sent me a email with the postage but I could not open it I have all the emails I sent asking for you to resend but you did not, then I get a email saying the camera doesn’t work because it’s on frit and camera needs to be Put in a different spot, the guy who installed it he has installed many cameras on a frit and it works, never once did he say it works fine another lie from thinkware, I asked for proof of where it says don’t install camera on a frit, you did not send proof, the next email you said you would refund my money but in previous emails you said you could not another lie from thinkware, you suggested to do pay *** banking I sent email asking what that was and said i don’t do online banking could we find another way, no response from thinkware,I even paid to have camera moved as thinkware suggest, same problem. So thinkware for you to say I refused to do any trouble shooting is a lie I have all the emails that I sent and you sent, as if I would not attempt to try troubleshooting methods but I’ll spend the money on parasitic draw test and pay to have camera moved doesn’t  make sense,,it is you think that has ignored all my emails, I would like a new camera battery pack and 128 sd card as you stated in your email I will return camera at Coquitlam store and pick up new camera ect  the same time as I don’t trust you to ever receive a new camera as you’ve led continuously 

  Business Response

  Date: 16/08/2022

  This product was purchased and installed by a third party ******** ****** **** ************** ******* *********. ****** had contacted us for troubleshooting with Motion Detection. Upon contact with ****** and the review of her video files, our CS team had advised that you’re able to place the camera on the frit, however the camera lens needs to have a clear point of view of the rear windshield. The camera lens can’t be facing the frit area, which obstructs the point of view for motion detection to operate properly. There is no problem placing the camera on the frit. However the issue here is the camera is placed on the frit and in an awkward area that is having the rear view camera face downwards and not really facing out of the rear windshield. 

  The cameras exchanged for her have been tested and we have found no issues with the cameras. The cameras are brand new and in working condition. The installer should have placed the camera lower on the frit so the camera lens can be facing a clear face of the rear windshield.

  Out of good faith we had offered an upgraded system due to the inconvenience of the dashcam not being installed correctly. The camera is in fact under warranty and we’d provided assistance in having the customer’s issues resolved until the cease of communication due to harassment.

  Customer
  insists on coming to warehouse for exchange, however, this is not an option as
  the staff will be unable to assist her. As our final offer we’ll be happy to send a mobile installer to have the camera properly installed with the original offer of the Battery Pack and 128GB SD Card.
  

  Customer Answer

  Date: 17/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ******    I DO ACCEPT YOUR OFFER BUT I HAVE  QUESTIONS THAT NEED TO BE ANSWERED BEFORE GOING FORWARD. You state up grade camera, my question is what type of camera and is it brand new as in one of your emails you state the battery pack is refurbished so I will only accept brand new camera and proof it is new and what type it is, 2nd question you will send a mobile installer to instal camera, what company and for security and privacy issues I prefer to go to where he is, 3rd question and how will all this be set up  just another reminder thinkware I have all the emails that were sent between myself and your company, so I would really appreciate it if you would stop with the false accusations against me, this is really unprofessional thinkware  and demeaning.  Thank you. 

  Business Response

  Date: 18/08/2022

  Hello ******, we would
  replace the **** *** system with a Brand New **** *** Front and Rear Camera
  with ***** Battery Pack and 128GB SD Card. An invoice can be provided to you
  via the Mobile Installer for proof that these are new sealed items. The Mobile Installer
  is a Thinkware Representative. As he is a Mobile Installer, he does not have a
  shop to goto. If this resolution is accepted, we will have him reach
  out to you to schedule a time.

  Customer Answer

  Date: 18/08/2022

  
  
  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,
  
  
  
  ****** *****