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.

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Kuna Systems Corporation has 2 locations, listed below.

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  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:01/04/2024

  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.

  We have been happy Kuna customers for almost 8 years. We own 3 of their products, and we pay for the premium services (subscription). We have been experiencing an issue with one of the 3 units lately, and I wrote to customer service, and they have been very responsive.After diagnosing the issue, and cordial conversations, despite that our unit is out of warranty, the representative sent an email response that they were willing to waive the fact that our unit was outside of the 1-year warranty (this problematic unit was 5 years old when the problem began, in the Fall of 2023), and a replacement unit would be provided! GREAT NEWS! They asked questions about what type of unit we would like, and our shipping address, etc. At this point, we are ecstatic with the response, and this wonderful outcome (email response attached to this complaint).Two weeks later, and we've inquired about the unit, and now are receiving notice that we will NOT be receiving a replacement unit after all, and that they are holding to their 1-year warranty policy.We contend that - due to the COMPANY ERROR - they should honor their original offer to replace the unit, as a representative of THE COMPANY made the statement, IN WRITING, to us, that they would be pleased to replace the unit for us.

  Business Response

  Date: 01/09/2024

  Hello, 

  Our support team did initially offer a replacement unit. However, when another agent reviewed the case they found that the customer's device was well outside of the warranty window:

  - All Kuna devices come with with a 1-year warranty with valid proof of purchase, etc. (details attached)

  The customer originally purchased their device in 2018 - ******* prior (details of purchase attached). Therefore the reviewing agent, following the warranty policy, informed the customer their device would not be replaced. 

  However, since we originally offered to replace the device we have honored a one-time exception to replace their device outside of the warranty period. Their replacement has been shipped via *** and should be delivered on Friday, 01/12. Please see the attached email correspondence correcting this action, along with the *** tracking details.

  Thank you,

  Brighid

  Customer Answer

  Date: 01/11/2024

  Better Business Bureau:

  I am very pleased that **** chose to accept the initial response provided to me on December 21st, 2023, where a company customer representative wrote, indicating that **** was making an exception to their 1-year warranty in my case, and would ship to me a replacement unit! I have been very happy with **** since we first purchased their products in 2016. I own 3 (three) of their products, and they've worked well until the 1 problem that surfaced in the summer of 2023.
  

  The replacement unit arrived today, and we are looking forward to installing it shortly.

  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:10/28/2023

  Type:Sales and Advertising 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.

  Flase advertising, ad states $116 off wall plate with discount code *******.Discount in cart only reflects $83 discount.Screenshots uploaded.

  Business Response

  Date: 10/30/2023

  Hello, 

  We had a typo in our *********** banner on one of three products on sale. These have since been fixed and now appear with the corrected price - please see the attachments showing fixed banner and article. We do apologize for any initial confusion. This banner is not located on the main landing page of www.getkuna.com - one has to navigate specifically to the *********** (Help.getkuna.com) to view this banner. 

  We primarily rely on email marketing campaigns to promote our sales. In both of the promo emails sent for our Halloween campaign the discounts for all three products were listed clearly and correctly. Please see the attached email promotions for reference. 

  Lastly, we searched our orders and do not see any orders placed by the person complaining - *************************. Please see attached screenshot of our search on our ordering platform. We are happy to cancel and refund any order placed during this promotion. Please just reach out to our support team directly at ***************** or via phone at ***************.

  Customer Answer

  Date: 10/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/18/2023

  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 have emails dating back to 2019 with issues with the camera sensitivities. They basically tell you to get the premium service which does make the security cameras work better until they eventually lower the sensitivity without your knowledge. So every couple months you become a beggar asking for them to increase the sensitivity of the camera so they start to work again, then a few months later they no longer work and the process starts all over again. In this time periods where they lowered the sensitivity my car was both crashed into and also broken into neither of which was recorded. The camera is directly above my cars in-front of my ********* spent $359.64 on premium service over three years with constant begging for the cameras to work and still having my cars damaged and broken into. I have uploaded a picture of the cameras view and the invoices from kuna as well an email that end with weve adjusted the sensitive of the cameras. Which proves they are deliberately tampering with the cameras, probably to save on cloud storage space.

  Business Response

  Date: 05/24/2023

  Hello, 

  While we do encourage customers to upgrade to our premium service to access advanced settings - including our advanced detection algorithms and areas of interest - Kuna still come standard with basic detection features. Kuna uses a combination of PIR and our motion algorithm to detect motion within 10-feet of the camera.

  While we may at times detect beyond this range, 10-feet is the range at which we more reliably detect motion. Kuna has not and will not ever make changes to a customer's detection settings or configuration unless instructed to do so by the customer. **** does not lower the sensitivity to any devices. When providing support, we may at times escalate a case to our engineering team to see if there are any additional tweaks to detection we can make on the backend, but again, we will not implement changes without first getting approval of a customer.
  

  Every installation environment is unique and may see different performance quality. We also rely heavily on the overall wifi connection and bandwidth at the site where the devices are installed - and may not work for every setup.
  

  All Kuna devices, purchased from a verified reseller, come standard with a 1-year hardware warranty. If you believe the device is running into a hardware failure, after determined by working with our support team, we are happy to honor replacements within 1-year. In addition to our 1-year warranty policy, we offer a 60-day return window to return products that do not meet your needs.

  If you are continuing to run into issues, please reach out to our support team at ******************* or ***************.

  Thank you.

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20076165
  
  I am rejecting this response because: I believe youre being untruthful. 
  Did you read the email from your employee stating that they adjusted the sensitivity? Ive had them adjust the sensitivity several times. If kuna is not later lowering the sensitivity after the fact, how can they repeatedly raise the sensitivity to fix the issue.  Is there an infinite amount of adjustment to make the camera more sensitive to motion? They issue is also with two cameras which were purchased years apart so I believe the issue is a software issue not a hardware issue. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/21/2022

  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.

  **** admittedly had an internal virus that cause many if not all of their products fail. Intern promised to replace those affected once the issue was resolved and stocks replenished. After months received an email stating my particular item are available called to check the status of delivery just to be told I would not receive a replacement due to my product being out of warranty. Regardless of warranty you admit you broke it, replace it.

  Business Response

  Date: 09/23/2024

  Hello, 

  Please be advised there was no internal virus that caused a failure to Kuna device. After reviewing the old email correspondences, I do see an email from 2021 where our agent mentioned that due to the on-going Coronavirus at the time our supply chain was impacted - leading to an inventory delay. We apologize if there was any confusion surrounding the issues you experienced.

  All Kuna devices come with a ****** warranty with valid proof of purchase. We took a look at your previous emails and we can see that a replacement was processed for a failed unit from 2019. The last email we see was sent from our agent in April 2021. If there was an additional unit that required a replacement that was not resolved, please reach back out to our support team directly at ***************** or via phone at ***************.

  Thank you, 

  Kuna Customer Success