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Business Profile

Security Cameras

Hikvision USA Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Cameras.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:03/12/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    As ridiculous as this sounds, I just want to reset my password. I have spent hours and hours (including a two hour wait in que on their helpline). I have asked for help. They will not speak to me. Three attempts to call customer service has resulted in me waiting 26, 35, and 121 minutes without anyone picking up. Six email chains from Feb 28th-March 7th generate what appears to be an AI response, with no person or critical thinking going on. They send me a very complicated file with software to download, which I did. They continue to send me the same thing over and over again, which is why I think this is all AI generated. Not sure if anyone actually works for this company. Once completed, I am told that I have to wait for their approval to reset my password. Still waiting more than a week later. I have asked repeatedly for a phone call without even a response to my request. I have also asked for a one month credit for how amazingly difficult they have made this. I am asking 1) Fix my issue, allow me to reset my password. 2) If that can not be done, I am asking for a full refund of my system which I spend $1,200 in service fees on top of the camera's that I bought for a few thousand dollars.

  • Initial Complaint

    Date:07/17/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 worst company which doesnt take their clients seriously. Purchased Hikvision PanoVu Series DS-2CD6984G0-IHS 32MP from B&H and immediately got the problems with the camera. The Mirror option does not appear in the settings in the camera despite that this option is described in the manual. Here is how it is described in the manual.Mirror is supported when the display mode is set to Original or Panorama on Image Stitching page. The mirroring direction may vary under different display modes. When I contacted customer service, for the last 3 days of calling, they either hung up or just referred me to the installer. I am well aware of the security system and know myself what I am doing. Moreover, I have 2 more cameras in my house same family PanoVuThis issue is a software issue and has nothing to do with the installer. Serial # ********* Also, this is a third replacement camera which i purchased because previous 2 had the same problem? If you don't want to resolve the issue what you want me to do? Buy and return or just constantly replace it under warranty until you decide to fix it?

Hikvision USA Inc. is NOT a BBB Accredited Business.

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