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:09/10/2024

  Type:Order 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've been requesting for about two months to deactivate all my suscriptions. The company cancel already the renewal after a month requesting it. But I want to deacitve all my suscriptions too and the company refused to do it. I've complete a tons of requesting with a tons of messages but still active. They just send me back an email to do a review about the service but none about my request. I was trying to delete the account but a pop up messages that can't be delete cause suscriptions stll active. I've been sending messages every day, every time to them but they have done anything about it. I was looking at some reviews from costumers to the company and there's to many bad reviews with the same issue as mine that the company won't deactivate their suscriptions. It's look like this company don't respect what customers request, ignoring them to never deactivate any suscriptions. I just request to deactivate my suscriptions. They also keep sending me messages that the request has been transferred to someone but no one done anything about it. I've been filling so many request. Before there was a message to wait for a responding in about two days. Now when i fill up a request it says that the issue is not available to send more messages. They keep ignoring my request.

  Business Response

  Date: 09/18/2024

  Hi ****,

  I wanted to personally apologize for the delay in addressing your request. Id like to assure you that your subscription has already been canceled as per your initial request. Additionally, we are currently processing a refund for the charges made in August, which was your primary request when canceling the subscription. I sincerely apologize for any inconvenience this delay may have caused, and we are working to ensure this is resolved as quickly as possible.
  

  Please dont hesitate to reach out if you have any further questions or need additional assistance. Thank you for your patience and understanding.

  Best regards,

  Kami Vision

• Initial Complaint

  Date:09/09/2024

  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 been trying to cancel this service since 8/14/2024. They charged me on 8/21/2021. I've sent numerous emails, chats, and phone calls. They have not canceled my plan and it is due for auto-renewal on 9/21/2024. I've already disputed the 8/21 charge with my credit card, however, I need to the plan to be canceled so I am not charged again. Any time I call the customer service number it says no agents are available and hangs up. Chat support is also offline. I think this is a fraudulent organization that just banks on people paying subscriptions without disputing them. The don't even cancel subscriptions when prompted by their own "internal" customer service agents as seen in email from "********" on 8/21/2024.

  Business Response

  Date: 09/18/2024

  Hello,

  I would like to sincerely apologize for the delay in processing your refund. Upon reviewing your account, I noticed that there is an active dispute on ****** related to your transaction, which is currently preventing us from processing the refund directly. To help resolve this, I have submitted a request to accept your dispute on ******. Once the dispute process is completed, the funds will be refunded to you via ******. I assure you that your subscription has been fully canceled, and no further charges will be applied to your account.

  
  I truly apologize for any inconvenience this situation may have caused and appreciate your patience while we work through this. Should you have any further questions or concerns, please don't hesitate to reach out.

  
  Thank you for your understanding.

  Best regards,

  Kami Vision

• Initial Complaint

  Date:08/28/2024

  Type:Billing 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 have tried to cancel a yi home subscription in multiple ways. I realized I was being charged for a subscription I did not start - and when attempting to access it via app, it told me it could not be managed without an android device (photo). I do not have an android device. I panicked thinking the account was hacked. I finally was able to access the plan details using the Kami Home website. The website offers 3 solutions for cancelling - chat, phone, and email. I called the number on Kami Homes website for what was advertised via the website as immediate cancellation (photo) and the person on the phone refused to help, and said they cannot cancel the plan. They then confirmed when I asked if the phone number was not used for cancelling, and they said yes. So the website is falsely advertising the phone number as a way to cancel. Upon reading other user experiences, it seems they make it extremely difficult to cancel a plan and will continue to charge your account. The website is not truthful in the cancellation process. I would like my subscription cancelled immediately. I plan to delete the account after because of this experience.

  Business Response

  Date: 09/04/2024

  HI ****,

  I apologize for the delay you experienced with the new cancellation process. After reviewing your account, we noticed that your cameras have been offline since August. We have submitted a request to cancel your subscription immediately and will be processing a refund for payments made from August to the present. This process should be completed within the next 24 hours.

  Thank you for your patience, and please feel free to reach out if you have any further questions or concerns.

  Best regards,

  Kami Vision

  Customer Answer

  Date: 09/06/2024

   
  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:08/01/2024

  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.

  I am writing to file a formal complaint against Kami Vision regarding their unfair billing practices. On July 30th, I was charged $139.99 for the renewal of a surveillance plan subscription I initially subscribed to last year.Recently, I experienced a significant move, during which I lost both surveillance cameras purchased from Kami Vision. Without these cameras, I am unable to use the service provided by the company.Upon receiving the charge, I promptly contacted Kami Vision's customer service department to explain my situation and requested a refund. Despite explaining that the service is now unusable for me, my request was denied, and I was informed that a refund could not be issued.I believe it is unreasonable and unfair to charge a full year's subscription fee when I cannot use the service. This policy seems to be exploitative, especially in circumstances beyond my control.I am seeking assistance from the BBB to help resolve this issue and obtain a refund for the charge. I hope that Kami Vision will reconsider its position and offer a fair resolution to this matter.

  Business Response

  Date: 08/07/2024

  Hello,

  Thank you for reaching out and bringing this to our attention. We have received your request to cancel your subscription and sincerely apologize for any delays in addressing this matter. Upon reviewing your account, we have confirmed that the auto-renewal has already been canceled. However, we noticed that a refund has not yet been processed. Please rest assured that I have filed and submitted a request to reconsider the refund. We will get back to you within ***** hours with an update on the status of your refund request.

  Thank you for your patience and understanding.

  Best regards,

  Kami Vision

• Initial Complaint

  Date:07/25/2024

  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 have called this business with their customer support number, written them via the in-app chat function, emailed them multiple emails, requesting to cancel my subscription. Each time they respond to me asking me "why do I want to cancel the subscription" but refusing to actually cancel the subscription. The deadline for my auto renewal is coming up and I want them to CANCEL THE SUBSCRIPTION. They should not be allowed to keep my subscription without my consent.

  Business Response

  Date: 08/01/2024

  Hello Boyu,

  We wanted to inform you of some recent changes to our policy regarding cancellations and refunds.

  As much as our Customer Support team would like to assist you with processing cancellations and refunds, we unfortunately do not have the access or capability to do so. To address your concerns and further assist you with your refund and cancellation requests, you will need to contact the appropriate department directly.
  

  Please reach out to them at home-*************************************** for any assistance with your request.
  

  We appreciate your understanding and apologize for any inconvenience this may cause. Thank you for your continued support.
  

  Best regards,

  Kami Vision

  Customer Answer

  Date: 08/02/2024

   
  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:07/08/2024

  Type:Service or Repair 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.

  Last year I double paid for the cloud subscription by accident but they assured me to keep my subscription active until 12.30.25 to avoid refunding me. Today is July 6, 2024 and my subscription has been canceled. I have sent numerous emails to resolve the issue but it is not helpful. These folks are a dishonest company robbing decent folk

• Initial Complaint

  Date:04/29/2024

  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 want my thirty day free trail, or my entire price of what I paid for the camera.

  Business Response

  Date: 04/30/2024

  Hi ******,

  We acknowledge your recent BBB complaint regarding the issue you encountered with our service. Your feedback is valuable to us, and we apologize for any inconvenience caused.

  We understand your request for compensation with a 30-day free trial. However, before proceeding with any compensation, we would like to thoroughly investigate the root cause of the issue to ensure that it is addressed appropriately.
  
  If you could provide us with the email address associated with your account, it would greatly assist us in our investigation. Alternatively, a brief description of the issue would also be helpful.
  
  Once we have gathered sufficient information, we will promptly review your case and take appropriate action to resolve the issue to your satisfaction.
  
  Thank you for bringing this matter to our attention, and we appreciate your patience as we work to resolve it.
  
  Sincerely,

  Kami Vision

• Initial Complaint

  Date:01/12/2024

  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.

  on dec.30, ************************************************** late oct nov. finally received the first set of cams two months later that was suppose to be what they believed was expediting services after the first month i called about the cams to find out where they where i was told they where was still at warehouse so they then sent me out on another set old them repeatdly i do not want the cams they ignored me i just had a feeling this was not good start. my email to find out the cams there aren not named they were supposed to be 5g they were not, there was no label or name so they didnt work to my exaptation as well another issue or standard they shipped out two more but this time they were sent to ***** so here we are jan 3 ***** im still subscribed for services and they claim i subscribed to 3 individual subscription Servies each bil of *** has its own subscription i was able to cancel one and not the others i am as we speak still under subscription trial apple also believed that i should of received a refund .in my snap shot of there app you can see each cloud icion with a time stamp and a number on how many days left in the services for each individual sale or bill of sale they want to extend my services till **** i don't want them i didn't even get customer service i got a bot that told me that someone would get back to me being that its around the holidays and all you would think they would do the right thing also i was given special discount for 30 % for the subscription via email never received the discount for the inconvenience and issues caused and i didn't even open the box what appealled to me was the concept but there wrong on so many levels no human relations support is not what they claim save your self the headache stay away

  Business Response

  Date: 04/01/2024

  Dear BBB,
  

  We appreciate the opportunity to address a recent complaint filed by a customer regarding duplicate purchase charges from their subscription.
  Upon investigation of the customer's account, we confirmed that the customer reached out to us in January 2024 concerning duplicate purchase charges for their subscription. Our thorough examination revealed that the customer indeed had multiple purchases of the same subscription.
  

  However, we regret to inform you that our ability to assist the customer with a refund and cancellation was limited due to the charges being processed through Apple Pay. As a platform that we do not have direct access to, we are unable to initiate refunds or cancellations on transactions made through Apple Pay.
  In an effort to assist the customer, we offered to merge the duplicate subscriptions, as this was within our capabilities. However, the customer declined our offer and was advised to contact Apple directly to address the issue further.

  
  We understand the importance of resolving this matter promptly and regret any inconvenience caused to the customer. Should you require any additional information or documentation, please do not hesitate to contact us. We appreciate your attention to this matter and thank you for your assistance in resolving it.

  
  Sincerely,

  Kami Vision

• Initial Complaint

  Date:01/03/2024

  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 was charged two times for services that I canceled. I call three time to cancel they offered 30% off. I agreed and then they charged full price I requested a refund and they charged me a second charge now totaling $280.

  Business Response

  Date: 01/09/2024

  
  
  Thank you for reaching out to us. I would like to clarify that Kami Vision does not directly bill customers or store credit card information. We partner with reputable vendors, such as Stripe and PayPal, who handle all billing processes on our behalf.
  
  The charges you're seeing are likely due to an autopay arrangement or another billing reason initiated through these third-party services. To resolve this issue and prevent future occurrences, we recommend that you contact your bank and the relevant third-party billing service directly. They will be able to assist you in understanding and managing your payment settings.
  
  We appreciate your understanding and are here to assist with any further queries you may have regarding our services.re...

  Customer Answer

  Date: 01/19/2024

   
  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:10/26/2023

  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.

  This Company has debited my account for $174.96, that was not authorized by myself and refuses to return the money to my account.

  Business Response

  Date: 11/01/2023

  We don't have any record of such a charge, and the customer does not have any active service with Kami Cloud. I encourage the customer to contact our support department and provide an invoice for this charge. If it was indeed charged by us, we will process a refund.