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:01/01/2023

  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.

  My cloud subscription automatically renewed for $52.80 on December 26. This occurred without any notification from the business. Upon opening the app and trying to cancel my subscription, I was presented with a message that the subscription was made from an Android device, despite never having owned an Android device. I emailed support requesting a cancellation and requesting a refund, since I had used zero days of the subscription, who responded quickly to my email. Instead of cancelling my service as requested or acknowledging the issue, they instead offered me a free camera. I declined, and again requested a refund and cancellation. Again, support tried to offer me another product, this time a Kami Mini Camera with a UK plug, which retails for $30. This is odd, since I live in the US. I declined again, requested them to immediately cancel the subscription and issue a refund. Support responded, stating that they cancelled a subscription, and that a refund should reach my bank account in 7-10 business days. Since this was being done through PayPal, I found this delay odd and excessive. After 5 business days, I proactively reached out to PayPal, providing them the information I received and stating that I had not received the refund that was processed. On December 31, I received another email from support with a separate ticket number. Support indicated that they provided information to PayPal implying that the charge was valid, and they would not be issuing a refund, instead offering an extension of my cancelled cloud subscription. I don't know if this is gross incompetence of what seems to be the entire support team, or if this company is actively being predatory. Either way, I am done with Yi and their products, and I want nothing more to do with them.

• Initial Complaint

  Date:12/19/2022

  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 signed up for a trial membership with kami Yi I asked for it to be canceled before I was charged and they will not cancel my request now they are trying to charge my credit card I have no phone number for them. Every time I email and ask for them to cancel they send one back asking for the reason I've told them a reason can't afford it don't want it but they will not cancel. Request for cancellation number is *******

• Initial Complaint

  Date:12/03/2022

  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 started a plan in August and want to cancel. In November had many back and forth emails with them asking me why and I insisting. I'm still active and was billed for December. I want a refund and cancellation.

  Customer Answer

  Date: 12/22/2022

  They finally contacted me, canceled the ******** and refunded last bill.
  But like you have encounteted. Have been difficult to work with

• Initial Complaint

  Date:10/12/2022

  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.

  All details should be available in the photos. I was told I did not have an account with the company, then told that I was logging in via the wrong platform, then was told that I was unable to be refunded because of a policy that I was not informed of prior to signing up with the company. I spent 99.99 on a subscription to a video storage program for a camera I had setup in my bedroom. They claimed my email address was not on file whatsoever then claimed that it was on file through a different platform (********). There hadn't been an option to sign up through ******** at the time of my subscription, otherwise it would have been authorized via ******** pay, which it clearly was not.

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 8, 2022/11/09) */ The customer has an account and opted in for ******** to manage the account thus we hadn't any control over the access. The service was available to be used regardless is the customer used the service or not. ****** Business Response /* (-10, 9, 2022/11/09) */ Business supplied email: ********************* Use this address for any contact with the **********************

• Initial Complaint

  Date:10/10/2022

  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 reached out with a problem with one of the cameras that I have purchase. I have a total of 8 cameras purchased just from this company. After troubleshooting many things, they would not replace the camera for dysfunction. I was being used by them To get new products and new subscriptions. I have an active subscription I've paid for through ***** that expires expires on January 3, 2022. I paid 79.99 and it renews. The company turned off my subscription which then affected All of my cameras instead of just the one.. I asked them to turn my subscription on that I've already paid for instead they try selling me 5 cameras and a new subscription. I spent over a week working with them trying to troubleshoot. I was frustrated. They seem only interested in selling more hardware and software instead of just helping resolve a minor system malfunction.

  Customer Answer

  Date: 10/19/2022

  They said they cannot exchange because they no longer have the item in stock. But when you go to the online store at Amazon it is in stock. I don't understand. We have done everything to troubleshoot and figure out what the problems are and we cannot figure out what is causing the dysfunction in malfunction of the camera. They did offer to replace it with a doorbell camera however my home has a side facing front door. in other words my front door faces my neighbors home and I have expressed that I appreciate the attempted resolution but I could not use a doorbell camera. I reiterate that there is the same camera in stock if you go online and look but I'm being told that they do not have it in stock. My subscription was turned back on after having to figure out why my cameras would no longer work. Apparently a subscription is needed in order for the functions of the cameras to be at its optimum levels as far as motion detection.. If I do not pay for the subscription then I do not receive the level of motion detection, level of security, delivery of full camera functions. Therefore I feel like I'm obligated to pay for a subscription so that my cameras function properly. If I don't pay for the subscription, miss my security system in my home will not function..

  Customer Answer

  Date: 10/19/2022

  ***Document Attached***
  
  See Attachment/File: 39C87F02-D7A3-4352-BE18-9C459DB8413E

  Customer Answer

  Date: 10/24/2022

  The business has suddenly found a replacement that they were telling me was not in stick, even though as I pointed out to them the Amazon Store shows them in stocks, they told me to replace this dysfunctionsl camera with a doorbell camera or other type of replacement. I explained to them my front door is side facing. This means a doorbell camera would only record my neighbor's home and is completely useless. I found it rather consternating That I was told numerous times that this replacement camera was not in stock. They told me they are sending a replacement and sent a customer survey. I told them I would fill up a customer survey when the replacement gets he replacement gets here and I actually have it in my hands. I'm not going to fill out things until there's resolution.
  
  I want to talk about the subscription service. As I pointed out to the business, I was surprised to learn that if you do not use their subscription service then you do not receive optimum service of these devices. I have 8 cameras and without subscribing annually to their service my cameras do not function.
  
  This is the reason why I told that if we can't replace the camera what is the point in having the subscription service? I was questioning whether or not it was worth keeping this subscription service without a functioning camera and because the business wanted to sell me new hardware and software I filed this complaint.
  
  As I explained to them I don't need a new subscription service it's the same thing. What I need is a replacement of the camera that's not functioning right and we can't figure out the reason why?
  
  There were several several times that they tried selling me doorbell cameras and new subscription services.. I explained to them I'm not interested in purchasing anything new. I explained I have one camera not working working and that's the reason I needed their help.
  
  Rather than helping to find a solution and, they went straight to selling me or trying to more equipment.
  
  Now suddenly they found what they said was not in stock and they say they are sending it in it **** They gave me a tracking number And I'm going to wait and see what happens. They sell many cameras and there are many types.. I need to make sure they sent the right type.
  
  I asked them for a phone number to the department that you speak to about your subscription service. I was considering considering whether or not to keep it? They turned it off and my entire Security system stop functioning.
  
  I beg them to turn it back on.. They did. And it's now working except for the one camera. I did not appreciate my subscription being cut off. Perhaps one year of a free subscription would hand would help ameliorate the pain from this issue dealing with this resolution.
  
  
  

  Customer Answer

  Date: 10/31/2022

  The business did send a replacement camera. The camera is the one they told me they did not have in stock any longer. So so in that regard art they were being untruthful.. I have no have no resolution to the issue of requiring a subscription service through this business in order from my cameras to function at the optimal level. When speaking with the technical staff at this business about the camera's working without the subscriptio And they said that without the subscription servthe subscription service the cameras will not work at the optimal.
  
  I am very glad that they did find a camera somewhere back on the shelf where they said it was not and and replace the camera.
  
  Stand why I'm paying a $100 a year for a subscription service for these cameras to work at an optimum level?
  
  Not think that this complaint is resolved even with the exchange being carried out carried out after being untruthful to me that they did not have the camera in stock.
  
  They they did have it in stock.. I thought when purchasing these cameras originally starting about 2-3 years ago Cameras would work just fine with A** Mini card disk in the cameras at least that's what it says in the advertisements and in the information.
  
  You hook everything up Even with the ** cards the cameras do not work properly. You must have the subscription service in order for them to work properly and that's puzzling.
  
  

  Customer Answer

  Date: 11/01/2022

  Thank you. I believe I have responded once again. I am pleased with resolution and resolution in terms of A replacement of of the dysfunctional item, Notwithstanding I was told by them that the item was no longer in stock.
  
  It was not until I filed a complaint with the Better Business Bureau that suddenly they found one in stock that they would replace.
  
  As far as the subscription service, I am perplexed why I am having to spend hundreds of dollars to keep my 8 cameras functioning at an optimal level. These devices are advertised as being able to work without the subscription service so long as an ** card is in the device. Every single device has an ** card and it accept 1 or 2. If the subscription service is not subscribed to subscribe to, even with the ** cards inserted into every single device the devices do not function properly.
  
  The business even says this even says this... Saying that without the subscription the devices do not exactly function at the optimal level is the word they used.
  
  So there's a lot of deception here. They were deceptive to me about whether or not they had a replacement device to provide and they are very deceptive about how the subscription service works.
  
  In other words, with the subscription service there is the most Amount of motion detection detected for security around my house. But without the subscription service a subscription service the cameras do not pick upick up objects, people, animals, vandals, Cars. Anything moving.... it does not pick up. And I noticed that immediately when my subscription stopped on my volition because I had ** cards inserted in every single camera device. There should be no reason to have a subscription service.
  
  And that is the way these devices are advertised that you don't need the subscription service that you can also stick the ** cards into each device and they will work the same
  
  That is not true. They do not work the same. They work very differently. With the subscription it works. Without the subscription it doesn't work. So I'm not very happy with the subscription service having both these cameras and I'm required to pay a yearly annual fee in order to have them work. I don't think I should have to pay anything to have them work at an optimal level.
  
  Having said that, I am up for Renewal soon and I don't think I should have to pay any subscription fee. They should wave my subscription fee Or maybe they need to be investigated further for deceptive marketing practices.

  Customer Answer

  Date: 11/03/2022

  When this complaint was 1st filed and and the resolution sought with the business, The main problem was that rather than help replace a defective product, they were promoting other newer products to sell.
  
  
  That upset me. I pointed out If my camera's not working and there's no available replacement which is what they were telling me then what's the point of having the subscription service.?
  
  
  And that is where the subscription service came into the complaint.. I noticed when they cut off my subscription that my cameras were no longer functioning at all and asked them. And they said without the subscription service that the cameras do not function at the optimal level. In other words you have to have the subscription service on top of purchasing the cameras.
  
  
  Again these cameras are advertised as working with ** cards. That's not the case. It is simply not the case. There's a lot of deception in this marketing and in this product and what I would like to see now is several years of a free subscription service because these are devices that should be working without a subscription service on ** card and instead I'm having to Pay for the ** card, the subscription service, and urvas, and the camera's,..... there should be no reason that my ** cards cannot store the information.
  
  
  The reason you're not getting a response from this business is because they have something up their sleeve with the way this subscription service works and in my communications with them they admit that it does not work to the optimal level.
  
  

  Customer Answer

  Date: 11/07/2022

  I would just add some emphasis that when I purchased these cameras from this company and this business they were marketed and they were advertised as working just fine without a subscription service as long as you're using an SD card in each device.
  
  Customers such as myself were told that certain features are not used or allowed to be used in less using and purchasing the subscription service. And example of this is the length of time that the owner can set the camera to record once the motion detection has detected someone.
  
  When my subscription service was turned off by this company my entire system basically started to malfunction, every single camera.
  
  No longer where are these devices picking up objects, people, cars, and maintaining security of my home which is the reason why I purchased these products.
  
  These products were not advertised that a subscription service is necessary in order to have the motion detection working 100%. Without the subscription service these devices work about only 25 to 30% of the time. And this is noticeable as soon as the subscription service was turned off by the company.
  
  I asked them if they would turn it back on because for one thing I have paid for it and when I did it was 7999 annually. Now the cost is 130 999 annually. I don't I don't know what it would cost when it's time for my renewal in February. However
  
  However, I do not believe that I should be paying for any subscription services any longer for my camera systems to work 100% of the time instead of 25%. Even with SD cards in each devices these cameras do not work.
  
  This business acknowledges that the cameras will not work unless you purchase a subscription service. But that's after I have purchased eight cameras and I've had several years of this subscription service. This is a lot of deception and at this point I can't just get rid of the cameras because then I would lose a lot of money.
  
  It's false advertisement and there's some type of phony business going on here funny business. I would appreciate not paying a subscription service at all and I should have a lifetime free subscription service by this company for false advertising, for being deceptive to me about their products, for being deceptive to me about their product warranty, and for being deceptive to me about how the subscription service works. I told him this is the worst customer service I have ever had my life

  Business Response

  Date: 04/02/2024

  Dear Complainant,

  Thank you for bringing your concerns to our attention. We understand your frustration and would like to provide clarity regarding the features and functionality of our camera system. From the outset, our smart features have been an integral part of our subscription service offering. While the basic functionality of our cameras, such as recording to an SD card, remains available without a subscription, certain advanced features, including extended recording times with motion detection, are indeed part of our subscription package.

  We apologize if there was any confusion regarding the necessity of the subscription for full functionality. Our intention has always been to provide comprehensive security solutions with the option for additional features through our subscription service. Regarding your recent experience, we regret any inconvenience caused by the disruption of your camera system upon the cancellation of your subscription. We understand the importance of maintaining security, and we are committed to addressing any issues promptly.
  
  As for the pricing changes, we regularly review and adjust our subscription plans to better align with the value we provide to our customers. We strive to ensure that our pricing remains competitive while offering the best possible service and features. While we appreciate your feedback, we must clarify that providing a lifetime free subscription service is not feasible given the ongoing costs associated with maintaining and enhancing our services. However, we are committed to finding a resolution that satisfies both parties.
  
  We value your loyalty and would like to discuss possible solutions to address your concerns. Please reach out to our customer support team at your earliest convenience so that we can work together to find a satisfactory resolution.
  
  Once again, we apologize for any inconvenience and appreciate your understanding.
  
  Sincerely,

  Kami Vision

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 19310529
  
  I am rejecting this response because:

  as Recent as yesterday, I tried looking at my camera system and use the ** Card as you point out, but because I am no longer a subscriber the system would not function and I could not even use the camera any longer.  It will  it even let me unless I submit to your demand for money to subscribe.  What a joke.  I have over 700 dollars in a camera system that looks pretty but has no function to it because I will not submit to a subscription since you say I can supposedly use an ** Card, when in fact I cannot.  What a joke.

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

  Business Response

  Date: 04/04/2024

  Hello,

  We understand your frustrations regarding the changes to features that were once free and have since been removed. We recognize the impact this has had on your experience, and we sincerely apologize for any inconvenience it may have caused. At Kami Vision, we are committed to constantly evolving our technology to provide our customers with the best possible experience. While this sometimes requires making difficult decisions, we believe it is necessary to ensure that we continue to innovate and improve our products.
  
  We understand that these changes may have been unexpected and disappointing for you. As a gesture of goodwill and to make amends for any inconvenience caused, our customer support team has reached out to offer you a complimentary one-year subscription, free of charge, for up to five cameras. This will allow you to continue enjoying the features you love without any additional cost. Once again, we apologize for any frustration or inconvenience this situation may have caused. We value your feedback and appreciate your understanding as we strive to enhance our technology and improve the overall customer experience.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us. Our team is here to assist you in any way we can.
  
  Sincerely,

  Kami Vision

• Initial Complaint

  Date:07/29/2022

  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.

  I purchased a camera from Amazon. It was the Yi Dome Guard camera, set of 2. I installed them and they were both working for a few weeks. Then the 1 camera stopped working. I followed the instructions on the website for trouble shooting but the camera would not reset. I contacted support and sent them a video of the camera not resetting. They sent me a return label for RMA and then once the camera was re cieved by them they sent an email stating that they would send a replacement. After 10 day I did not get an email saying it was shipped so I sent a follow up email asking when it would be shipped. One of their reps replied and said they would escalate the issue and I would get an email in a few days. I got an email saying that they closed the ticket as resolved because they did not hear from me.

  Business Response

  Date: 09/07/2022

  Consumer Response /* (2000, 14, 2022/08/17) */ This has been resolved. The company sent a replacement camera.