Complaints

This profile includes complaints for Kuna Systems Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Kuna Systems Corporation has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Kuna Systems Corporation

  1900 S Norfolk St Ste 350 San Mateo, CA 94403-1171

• 

  Kuna Systems Corporation

  1860 El Camino Real Suite 108 Burlingame, CA 94010

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:06/17/2025

  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.

  Kuna abruptly STOPPED making their camera floodlight available, replacing it with an identical looking unit named SE. It doesn't work with the current platform so you must download a NEW platform and pay separate monitoring as the current system isn't compatible with the old system. HOWEVER, with an invite code you can transfer all cameras under the NEW platform (as clearly stated on their website). I, as a long time consumer of Kuna with 6-cameras cannot get an invite code for the new platform so I can add to my system. This is clearly a discriminatory practice by Kuna.

  Business Response

  Date: 06/19/2025

  Hello,

  We will be migrating all devices and customers over to our new enhanced platform - Kuna-SE. The migration process is being rolled out slowly as we test everything to make sure there are no disruptions in services. There are absolutely no discriminatory practices in this. 

  We are more than happy to have you be a part of this process. I've asked the support team to reach out to you to offer the beta passcode. 

  Thanks,

  Kuna Customer Success

• Initial Complaint

  Date:04/22/2025

  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.

  Same as many people complained here, I had 2 Kuna lights sitting brand new in the box for 2 years. I tried pairing them and they show offline in the app. Kuna even agreed on BBB forum that some certificate issued to devices connected to internet allowed them to continue to function but any devices not connected can no longer connect to them anymore. This makes all the lights sitting in peoples home worthless and a massive land waste. Shame on your company and shame on creating such landfill waste for careless upgrades. You should be ashamed for looting people off their money. I know you are gonna post that we cover 1 year warranty but brand new units not connecting to your server is just outrageous. This company deserves a class action against them.

  Business Response

  Date: 04/23/2025

  Hello,

  While we are sorry to hear of the issues you are running into, the upgrade you are referring to was not a careless upgrade. All legacy Kuna devices required a necessary certificate update prior to end of February 2024. This patch was imperative to enhance the overall security of our devices. In order to apply this patch, the device needed to be online with adequate wireless connection. All devices that were setup and online received the update automatically. For those not setup, we did our best to contact all customers that placed an order from *********** within the last year. All new Kuna and Kuna-SE products have already received this update and ship as is - no need for certificate update. 

  I took a look through our email correspondences with you and I was unable to locate any proof of purchase sent over. Please provide us with proof of purchase so we can assist you further. As you mentioned, all of our devices come standard with a limited 1-year warranty with proof of purchase from a verified seller. Plan holders do qualify for an extended warranty. That being said, we may be able to offer some additional assistance. 

  Thank you, 

  Kuna Support

   

  
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23239059
  
  I am rejecting this response because:

  Let me tell you how security updates really work if you are not aware of it, it is coming from someone with a *** and who has worked in software industry for 20+ years.

  1. You do not push updates one time, you ensure whoever is online gets updates and whenever in the future any device comes online, you ask them to update before bricking them. If this was a case then half of the ***** products would be dead by now. If I do not turn on laptop for 1 year, it doesn't stop working, instead it asks me to update it. You should do the same for all the lights which are trying to connect now. 

  You bricked peoples devices because they weren't connected. This is the most stupid response I have ever heard. How does proof of purchase has anything to do with this? The device does not have a defect, it is a defect introduced by your company so people have no option but to trash them. 
  
  Have you even looked at the number of people complaining about this issue on ******, Reddit, App store reviews? You think they are all morons? 

  1 year service warranty applies when product stopped working by itself. This defect of yours if introduced by your company, without the update it was working fine. You should figure out a way of fixing these devices by either pushing updates to them again or taking them back, upgrading them whichever way you do, and ship the products back to users.

  Have some shame and guts to stand behind your products. Your response is careless and POS. Shame on you and your company!

  Business Response

  Date: 04/24/2025

  Hello, 

  We did attempt to push updates repeatedly to all devices that were online prior to February 2024. As mentioned, we also did our best to reach out to anyone that had recently purchased a device to ensure that it would be setup and updated in a timey manner. 

  As for warranty coverage, our warranty applies to any device that is running into an issue impeding the functionality of the device. When this is the case we will do our best to provide a solution under the warranty. Repair or replacement may be made with a new or refurbished product or components, at Kuna Systems sole discretion.

  However, warranty aside, we are simply asking you for proof of purchase because we do potentially have other options for your existing devices. That being said, in order to provide those solutions for you, we still require that the device was purchased from one of our verified resellers. To verify this, we ask for proof of purchase.

  If you would like further assistance in exploring these options, please respond to ******************* with your proof of purchase.

  Thank you.

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23239059
  
  I am rejecting this response because:

  I do not understand the rationale behind asking customers about proof of purchase. These are your devices, you know you built them, these were working perfectly fine because you can track the serial number, you know you broke them via firmware upgrade and did not think it through. You did not consider case where people might be gifted these devices, may have purchased long time ago and did not keep the receipts, or whatever may be the reason. You do not have the right to break peoples devices just because they were not online whenever you decided to update them. Now I as customer is reaching out to you and you are provide me sludge and want to escape from your responsibility because I did not keep stupid receipt with me. Note I am not asking a warranty repair or service. I am asking you to undo what your company has done or forward fix it. Own upto your mistakes and just look around what kinda mess you have made. You are now rated 1 star everywhere because you do not want to own upto your responsibility. 

  Ofcourse nobody is keeping these receipts for years as nobody was anticipating that one day you will just discontinue supporting perfectly working devices because they were sitting in boxes in their garages. If you have a will, you will figure out how to fix it for me or anyone else who is complaining on the forum. You should be able to track when devices first came online in your system. Proof of purchase has absolutely nothing to do with whether they should or should not get firmware upgrade which you decide to unilaterally decided to push without anyones consent and then eventually decided to brick. You are leaving **** on me to prove that I purchased the device, how about you prove when did I consent for such nonsensical update which can only happen when you are online and not after a year. Be a good business, accept you made a mistake and fix it.

   

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

• Initial Complaint

  Date:04/16/2025

  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 Issue with Kuna started back on the 19th of March 2025, When my Security Devices stopped working. I Contacted Kuna for support, Once Security Devices could no longer be reconnected to my internet I decided to cancel my subscription and seek a refund. Prior to cancelling I updated my Banking Information on the Kuna Account Website to my current Bank Card Information since I no longer had a relationship with the Bank Card used to open the account back in *******sth of March 2025, Per phone conversation with **** **** (Kuna Support) He stated that a refund of $70.95 would be issued to the ************* Card on file. I informed him that account was Closed and I have updated the Kuna Site with my current Bank Card. He responded with he could not use the updated card only the Original Card and that I would have to dispute it with the Bank (Closed ************ of April 2025, I went into ************* to get information on the refund of $70.95 and was told that since this Account was Closed and no longer had any relationship with this bank that the Transaction was REJECTED. (uploaded supported documents).2nd of April 2025, I sent a email to ***** ******* (Kuna Support) with attached PROOF showing that the Refund was REJECTED DUE TO ACCOUNT BEING CLOSED. I asked to Please issue the refund in a different way ( Current Card on File with Kuna Account Website , Check or **** Gift Card) Only response was to dispute it with the Bank of Closed *********** of April 2025, Per phone conversation with **** **** (Kuna Support) I stated that this ************ had been going on much too long and that I was going to file a claim with The Better Business Bureau. I asked him if I could have the address of his corporate offices and his response was "I DON'T KNOW IT...GOOGLE IT!!"

  Business Response

  Date: 04/17/2025

  Hello *****, 

  Sorry to hear of the issues you ran into. The support team is correct in that we can only issue a refund back to the original method of payment used to complete the the transaction. In our experience, even if the account has been closed with the credit card company or bank they will still issue the money back to you. The funds will generally be released by the bank in the form of a check or the bank will hold the funds until the account holder provides a method to receive the money. This is why we requested you review this with your credit card company/bank. 

  Additionally, we have experienced cases where people have forged documents in order to receive additional refunds. So we prefer to work with the bank or credit card company directly. 

  We do not offer **** Gift Cards as a form of refund. Although we are already out the $70.95, since we did refund this back to the original method of purchase, we will work with you to find another method and refund again. I've asked support team to reach back out too you. 

  As for our address, the agent should have been able to provide this to you, we will be reviewing this with them - here is the address: ***********************************************************************************************************************. You can also find the address on *********** on our Terms of Service, Privacy Policy, and Warranty pages. 

  Please be on the look-out for our follow-up email. 

  Thank you.

  Customer Answer

  Date: 04/22/2025

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

  Customer Answer

  Date: 04/27/2025

  On 4/17/2025 I received a email from ***** ******* (Kuna) Requesting  a registered email address used on ****** to refund $70.95. Which I provided, *****************************

  On 4/21/2025 I received a email from ****** stating that Kuna Systems Corp. sent me $70.95 (Now I'm feeling this is finally over). After receiving this message  I then requested ****** to transfer those funds into my linked Bank Account.

  On 4/23/2025 I received a email from ****** stating CASE UPDATE, Kuna Systems Corp. filed a case of fraud and the funds were refunded back to Kuna Systems Corp and a Dispute Fee of $15.00 was charged to MY ****** account .

  I now have a NEGATIVE BALANCE WITH ****** IN THE AMOUNT OF $85.95  (Which is the Original about due $70.95 plus Dispute Fee of $15.00 imposed by ******.)

  Attached pdf.

  Thank you, ***** *******

   

   

  Business Response

  Date: 04/29/2025

  Hello,

  Our apologies - we never received a notice of any failure, and we did not put in a claim of fraud. It seems there must be some issue in sending from our company account. Please see our ****** transaction, it is still showing as "Completed" from our end. 

  That being said, we have just sent you $85.95 from one our personal ****** accounts (see attached). 

  Thank you. 

  Customer Answer

  Date: 04/29/2025

  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:11/10/2024

  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.

  Ignores customer replies and does not care about quality of service.For almost a month, I have been trying to reach someone at **** over email to get a maximum doorbell working. The device was off their network for a few months due to some remodeling work at my home. When I attempted to reconnect it, it would not work. Another brand new in box device has the same issue. My other Kuna devices are working.Kuna appears to have intentionally bricked their own devices. They will not offer any support for a new in box Maximus doorbell (provided them a serial number) that will not connect to their network. This device was purchased a couple years ago (by my father) and left sealed as a replacement for the original unit. As I don't have the receipt, they continue to ignore my emails. I own two of these devices and both have the same issue, flashing doorbell led that connects to my WiFi but will not connect in the Kuna ********'s what their support said over email:Kuna Smart Security Lights required a necessary security patch prior to February 24th. We attempted to apply this patch automatically to all devices; however, we were unable to update any devices that were not online, not setup, or did not have sufficient connection at the time of the push. It appears that is what happened with this device. At this time, we do not have a way to remotely update.

  Business Response

  Date: 11/15/2024

  Hello *****,

  All of our devices come standard with a limited 1-year warranty with proof of purchase from a verified seller. I took a look through our email correspondences with you and I was unable to locate any proof of purchase sent over. I did research the serial number of the doorbell devices you purchased and it looks like it was included in a shipment we made to ****** to be sold direct from ****** back in April 2021. I believe that this device is currently out of warranty, but please provide us with proof of purchase if I am mistaken. 

  You mentioned that you had also received a replacement thah failed as well - I was unable to locate any record of us having sent you a replacement based on the email address and naem you have provided. All replacements are covered by the terms of this Limited Warranty for the longer of (a) ninety (90) days from the date of delivery of the repaired or replacement Product, or (b) the remainder of the original Warranty Period. If you have proof of replacement, please send that through so we may investigate. 

  The support agent was correct in informing you that all legacy Kuna devices required a certificate update prior to end of February 2024. This patch was necessary to enhance the overall security of our devices. All new Kuna and Kuna-SE products have already received this update and ship as is - no need for cert update. 

  We are happy to honor our recent promotion of x1 Doorbell for the price of $90.00 - that is 50% off our retail price of $180.

  Thank you, 

  Kuna Customer Success

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22537303
  
  I am rejecting this response because:
  
  I did not receive a replacement. I was gifted a second Kuna doorbell, new in box from a relative. When my first unit stopped working I opened the new one and to my disappointment it had the same issue. You should not brick customers devices and should provide customers a utility to update them from offline. New in box devices don't work because your software isn't able to be updated? This is a pretty big oversight for me to ignore.

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

• Initial Complaint

  Date:09/25/2024

  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 multiple camera from this company and out the box some of the cameras didnt work. They can see when the camera was put up approximately 14 days ago however it doesnt work. They do not stand by their product. I did buy the product 2 years ago however out the box it wouldnt go online. All I wanted was a camera that worked. They are scammers and I hope no else gets scammed by this company. Do not buy from them. The supervisor are useless. I am so disappointed.

  Business Response

  Date: 10/07/2024

  Hello, 

  Every Kuna Powered device purchased from getkuna.com comes with a 60-day return period - no questions asked - and a 1-year warranty for replacement after troubleshooting. As you mentioned your order #K33022 is now outside both the 60-day return window and the 1-year warranty period since it was purchased 2022/06/18. I have asked our support team to reach back out to you regarding some replacement options. We no longer have the Kuna Camera Floodlight available, but we do have our Kuna-SE Floodlight available - the same exact device, it just requires setup in our new Kuna-SE app (the same app used for the New Camera Wall Plate). 

  Your order #K38278 is still within both the 60-day return window and the 1-year warranty period. If you are interested in returning this device for a full refund, you can process that request on our returns self-service portal. Here is a link: https://getkuna.com/pages/manage-orders/ If you need further assistance in processing this, our support team can help at [email protected] or 1(844) 905-1914.

  Thank you,

  Kuna Customer Success

• Initial Complaint

  Date:07/15/2024

  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 ordered a Kuna floodlight recently and it was bad out of the box. I called them and went through a series of set up steps. None worked. They've been emailing me and finally told me they would replace it but asked me for the type of security camera it was and my address, which they have all of that on file. This last light didn't even come with a packing list. I should have known then something was wrong. I also contacted them recently on a floodlight I purchased last year and it stopped working. They closed the ticket after telling me they would reach out to me. Now I'm down two cameras and nothing has happened!

  Business Response

  Date: 07/26/2024

  Hello, 

  All Kuna powered devices come with a standard 1-year warranty when purchased from a verified reseller. After troubleshooting the issue we do ask for, proof of purchase and appropriate information like shipping address and model to confirm that ship any replacement(s) to the correct address - an address may change after the time of purchase. After reviewing this case, we found that the one floodlight within warranty has been replaced. The replacement device was delivered via *** on July 23rd - tracking here: 1Z84W8820392660612 (****************************************************************************************************************). Please see relevant attachments.
  
  It does appear there was another ticket opened with our support team back in 2019. At the time of the ticket the device experiencing an issue was out of warranty - it does appear the customer acknowledged themselves that it was out of warranty (purchased in 2017, failure in 2019). At the time, we did offer a 50% off coupon to assist. Please find the correspondence attached.

  As for the closure of the ticket, our ticketing system automatically "closes" after no response for 10-days.  Our apologies if this caused any confusion.

  If we can provide any additional information or assistance, we encourage you to reach back out to our support team via phone or email.

  Thank you.

  Customer Answer

  Date: 07/27/2024

   
  Complaint: 21993775
  
  I am rejecting this response because:
  This is for a different unit. Not the newest one you replaced 
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/29/2024

  All Kuna powered devices with valid proof of purchase from a verified seller come standard with a 1-year warranty. It looks like your device was outside of this warranty period at the time of contact. Therefore our support team was not able to provide a replacement. We can at times offer a discount on a new item when outside of warranty. It appears in this case we did offer a 50% off coupon at the time the failure was reported. We are happy to honor the previous discount on one of our available models. Please reach out to support for more information on this. I've reattached that correspondence for reference along with our warranty policy page.

  Thank you, 

  Brighid

• Initial Complaint

  Date:05/22/2024

  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 bought a Kuna Systems Camera Light 2 years ago. Out of the box, it did not function. I had an electrician come in and confirm the wiring. It was determined to be a hardware error and Kuna eventually send a new but different style light. When I was able to get an electrician in to instal the replacement Camewa light, I did not function again. When I reported this second product failure, **** said they would replace this second faulty light.

  Customer Answer

  Date: 05/23/2024

  I noticed in my complaint, I made one critical spelling error.The 6th last word should be "wouldn't", not "would"
  
  I wrote: 
  
  "When I was able to get an electrician in to install the replacement Camera light, I did not function again. When I reported this second product failure, **** said they would replace this second faulty light."
  
  
  But it should say:
  
  "When I was able to get an electrician in to install the replacement Camera light, I did not function again. When I reported this second product failure, **** said they wouldn't replace this second faulty light."

  Business Response

  Date: 09/23/2024

  Hello, 

  All Kuna powered devices purchased from a verified reseller come standard with a 1-year warranty, with valid proof of purchase. Replacement devices come with a limited warranty for the longer of (a) ninety (90) days from the date of delivery of the repaired or replacement product, or (b) the remainder of the original warranty period. It does look like the this replacement device fell outside of this 1-year warranty period. We apologize for any confusion regarding our warranty window on this. 

  I have asked our support team to review the case and reach back out to you. Since you are a premium plan subscriber, we are able to make a one-time exception and offer you our new Kuna Camera Wall Plate as a replacement. Please be on the look out for an email from ******************* for additional assistance.

  Thank you, 

  Kuna Customer Success

• Initial Complaint

  Date:04/19/2024

  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.

  Latest purchase just has me aggravated I am being left to hang with no solution to a resolution, I purchased through a reseller a brand new unit STILL SEALED in the box a Security Flood Light Camera to accompany the one I already have, I installed the unit went through the whole setup process connecting it to network configuration and such but the unit for some odd reason is showing as OFFLINE in the application. I tried several times cycling the unit powering it off and setting up again unit would not come online even though the whole process was successful, reaching out to the companies support I was advised to try again powering off and trying again on different network on my last attempt I switched my network from 5ghz to a 2.4ghz which most smart home products work on and it was the same outcome through my network application I am able to see the unit being online and it going through network activity which shows the unit as able to communicate.After going back and forth with support I am being requested to provide proof of purchase which was done through ******** Marketplace through a reseller there is no proof of this transaction given it is a private sale the support person dealing with my situation advised that the unit is going through a hardware issue since the device was not installed and the patch update was not completed on the device Despite completing the setup process, the camera remains offline with the LED light continuously flashing green instead of showing a solid blue light.So this brand new sealed unit I purchased is being deemed as having a hardware issue right out of the box all because it cannot get a needed patch update which to me is a software issue and not a hardware issue since the camera is connected to a network which I was able to prove and show.

  Business Response

  Date: 04/30/2024

  All Kuna powered devices come with a 1-year hardware warranty. To qualify for warranty coverage we require that the customer provide valid proof of purchase from a verified reseller. This customer purchased from an individual seller on ******** marketplace. ******** Marketplace is not one of our verified resellers because we cannot vet and track the sellers and we cannot ensure adequate quality control is followed (similar to ****** another "non-verified" reseller). 

  Our verified resellers are Getkuna.com (our website), *************************** and Amazon.com (restricted to some sellers). We list this verified sellers on our help center - ******************************************************************************************

  For sales made through non-verified sellers we recommend the customer reaches out to the individual they purchased from to receive a refund or replacement.

  We apologies for the frustration.

  Thank you, 
  Brighid

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21598681
  
  I am rejecting this response because:

  Unit was purchased sealed in a brand new box never opened or installed the fact that it does not work right out of the box shows the lack of quality of your product regardless of who it is bought from. I am the first to install it which you are able to see through your network and registration, I was advised it cannot update due to hardware issue yet it connects and I can see network activity to the light your support in resolving this issue is out right dismissive stating it requires an update to be able to use it so how is this hardware problem when it seems like software related and your application.

  I have been a customer since the beginning 10+ years and have endured several changes with your company and policies, this was the last straw for me your units are faulty and you know it. Only solution here is to replace it for a brand new unit however since I purchased from a reseller that is not possible and warranty is up which I have honestly never seen ever for any other product I am just dumbfounded how a sealed unit fails.

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

  Business Response

  Date: 05/01/2024

  Hello, 
  As mentioned on our website and in communication with the customer we offer a ****** hardware warranty on products with valid proof of purchase. This is standard practice within the industry.
  We cannot insure the functionality of devices outside of this warranty and we cannot vet all 3rd party sellers. We do not have the ability to track the handling, care and use of the products once they leave our verified sales channels and warehouse.

  We require proof of purchase to insure: 
  One - the is within the warranty period of 1-year since purchase 
  Two - that is is purchased from a verified seller

  For more information on our warranty, you can view the full policy here: **********************************************

  While we are sorry for the inconvenience, we must stand by our warranty policy. We are happy to offer a discount on a new product. Outside of this, we recommend contacting the original sales channel for further assistance.

• Initial Complaint

  Date:04/17/2024

  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 own this brand new, never-installed Maximus Answer DualCam Video doorbell. With the power at the breaker turned off, I hardwired (installed) it on the front door on Saturday 4/13/24, following the instruction manual 100%. My existing doorbell power is 18.6 V AC (10 VA transformer), well within the Maximus specified power of 16 24V AC.I went through the steps and added the doorbell to my Kuna app (iPhone 8 running IOS 16.7.7 current version). The doorbell was able to recognize and add my ***FI network during setup. Once setup was complete, the camera went offline no matter how strong my ***FI signal was, even after I moved my ***FI router next to the doorbell (within inches). I tried my Wi-FI extender, separated the 2.4 & 5 GHz ***FI channels, and changed the ***FI network to each of them (to try) on the doorbell. I deleted & reinstalled the Kuna app, deleted & reinstalled the doorbell, turned the breaker off & on, and turned my iPhone off & on - nothing would bring the doorbell online.I opened a ticket (******) and did all the troubleshooting steps from 3 different reps to no avail - this Maximus Answer DualCam Video doorbell is defective and will not go online.Kuna can tell that my doorbell with serial number ************ has never been in use or installed since my installation on 4/13/24 - a brand-new but defective product.

  Business Response

  Date: 04/30/2024

  Hello, 

  All Kuna powered devices come with a 1-year hardware warranty. To receive warranty coverage we ask that the customer provide valid proof of purchase from one of our verified resellers so we can ensure if was purchased from a reputable and supported vendor. We will also accept some credit card statements if they outline the details of the purchase and provider the seller/vendor information. 

  The customer was unable to provide our support team with proof of purchase so we were not able to provide warranty coverage. If the customer has proof of purchase, please reach back out to ***************** and share the information so we can assist further. 

  Thank you,

  Brighid

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21588972
  
  I am rejecting this response because: Kuna can tell from the device registration data that this is a brand new, never been used/registered doorbell with ****, which makes the proof of purchase moot (and there cannot be fake Kuna doorbell that still registered to their cloud system so why does it matter where it was bought?)  Its simply a convenient way for them to save money/walk away from their responsibility of their products.
  
  Sincerely,
  
  ****************

  Business Response

  Date: 05/01/2024

  Hello, 

  As mentioned on our website and in communication with the customer we offer a ****** hardware warranty on products with valid proof of purchase. This is standard practice within the industry.

  We cannot insure the functionality of devices outside of this warranty and we cannot vet all 3rd party sellers. The issue is not that it could be a "fake" Kuna doorbell, but that we do not have the ability to track the handling, care and use of the products once they leave our verified sales channels and warehouse.

  We require proof of purchase to insure: 

  One - the is within the warranty period of 1-year since purchase 

  Two - that is is purchased from a verified seller

  For more information on our warranty, you can view the full policy here: **********************************************

  While we are sorry for the inconvenience, we must stand by our warranty policy. We are happy to offer a discount on a new product. Outside of this, we recommend contacting the original sales channel for further assistance.

   

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21588972
  
  I am rejecting this response because: **** has offered the same old thing and not willing to work with me on a resolution.  Why would I accept it now but rejected the same proposal last time?
  
  Sincerely,
  
  ****************

• Initial Complaint

  Date:03/01/2024

  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.

  Purchased A kuna floodlight camera in March 2023. Everything was fine till the end of the year started having problems after 3 days of rain .Reached out to kuna they tried to resolve problem couldn't. So they send me a replacement. Worked fine for a month then more rain stopped working.was informed they couldn't replace the new one .

  Business Response

  Date: 03/20/2024

  All Kuna devices purchased from ** or a verified reseller come standard with a 1-year warranty. It looks like the device was originally purchased in March 2023. We were contacted in October 2023 regarding issues with the device and the device was replaced under warranty. Their replacement unit then failed and we were provided will all necessary details of this by February 2024.

  Any Product that has either been repaired or replaced under this Limited Warranty will be covered by the terms of this Limited Warranty for the longer of (a) ninety (90) days from the date of delivery of the repaired or replacement Product, or (b) the remainder of the original Warranty Period. 

  The agent mistakenly moved forward with the replacement being out of warranty (older than 90-days), but missed the remainder of the replacement unit warranty clause, that the remainder of the original device warranty may apply - making it eligible for replacement through March 2024.

  A support agent is contacting this person to provide the necessary replacement unit the warranty coverage.

  Our apologies for the confusion.