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Business Profile

Electric Equipment Manufacturers

Merkury Innovations

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Equipment Manufacturers.

Complaints

Customer Complaints Summary

  • 24 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/19/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    *** contacted this company via their website for assistance with their app for my security system. I was told that the account does not show on their end. I let them know I have an account because they keep attempting to take the money out of my account. Theyre still trying to charge my account and Ive changed my card number. March 24th 2025 was the last time I contacted them here is the case number *******. There is no responding I have their merchandise that Im not able to return I would like a full refund.

  • Initial Complaint

    Date:02/21/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My husband was given the merkury smart outdoor camera for father's day 2024. It worked fine till november. Then it turned backwards and we could not get it reset. Contacted the company via email on February 3rd 2025 to fix the issue and I keep getting a message saying they are working on my case. I have sent 2 more messages and am getting the same message. It says there is a 1 year warranty. All I want is it replaced.

  • Initial Complaint

    Date:11/27/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a doorbell camera. It died with in a year. You try to get a hold of the company and you get nothing. This company needs to be shutdown. All I want is a replacement. That's it just send me a new one. I doubt the BBB will be able to get a hold of the company owner. What they need is a raid to shut the company down. How are companies ***** to do this and it takes forever to get something done?

  • Initial Complaint

    Date:10/22/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased 2 boxes of Merkury Smart Light Bulbs, color changing. Each box contains 4 bulbs. I went through all the necessary steps it States to get the bulbs working in 8 different lamps. They would not work at all. The Merkury Smart app is required for using the bulbs. I called in for help as it states to do. We tried to trouble shoot the problem but couldn't get them to work. The gentleman said someone higher up in technology would call me back. This never happened. I repeatedly called for help. I was asked to send them pictures of the bulbs, boxes, serial number, and I did. Finally after 3 months of the back and forth contact they said in July 2024 that the ******************* would replace them. I had to submit my receipt and resend pictures of everything again. Now I have been waiting for replacement bulbs to be sent since July and it is October ******* now. They keep telling me to be patient because they don't know what the warehouse has to ship out. Then they said that the warehouse could ship any Smart bulbs and I said yes, any would be fine. But they still are saying be patient and wait.I never get to talk to the warranty replacement department, only representatives that note I have called or email to check on this. This problem has gone on way to long I feel. They were $25.00 a box and originally purchased from ******* online. That company will not help because it has been too long. Merkury agreed to replace all of it, they just are not doing it. I called in for trouble shooting steps as stated on their site. The

  • Initial Complaint

    Date:10/08/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of purchase May 11, 2024 Reached out to Merkury Innovations in July to receive replacement light that was no longer working and provided detailed information they requested. (date of purchase, model # of product, copy of receipt, shipping address, pictures of item, where item was purchased)Received confirmation on July 10 that they had all the information they needed to issue a replacement product. Followed up on August 21 and September 25 and October 11 about receiving replacement product with no response from Merkury Innovations.

  • Initial Complaint

    Date:07/31/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have tried to cancel however the provider will not allow me to cancel after numerous attempts! I get an error online after requesting to cancel only for them to take my money each month!

  • Initial Complaint

    Date:05/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Geeni wifi water sensor on September 2023. Since then, the device does not connect. I have been exchanging emails with Arman for months now and have trialled everything suggested. I expected this to work and its not, and the customer service has been spotty at best. sometimes response time is within a week, other times it takes a month. I was asked to provide various information illustrating the issue (photos and videos of issue shown in the app). I was even asked to provide a copy of the original receipt with promise to replace the product. I keep being asked for information but there is no resolution. I would like a refund or replacement at no cost. The reference ticket is *******, which would have all evidence of emails.

  • Initial Complaint

    Date:05/29/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Theres no clear way to close a subscription and I was billed and cant get a refund. I cant afford the loss, my cat has Pxs needed.

  • Initial Complaint

    Date:03/27/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought 2 mushroom lamps produced by this company. NEITHER ONE WORKED. They will not respond or refund money even though proof has been sent

  • Initial Complaint

    Date:03/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a strip light on January 30, 2023. (3 lights at 7.88 each). We have purchased many of these in the past and have many still installed in our home. I have contacted Merkury (Geeni) to troubleshoot a light strip that was purchased on January 30th, 2023 that is no longer powering on. I initially received a lot of communication from Merkury regarding troubleshooting, but I assured them that the light strip is plugged into a working power outlet, our network is working, and we are having no issues with any other lights. just the one that will not come on. They requested a video of the light, which we provided, and then they asked a series of questions about the setup, the model number, the app, our network, where our router is, and what troubleshooting we have done. After I provided that, they asked for my receipt. I provided and have not heard back from them. February 11th 2024 is the last time I received anything from them. I have replied to the email chain three times with no response. I believe the item carries a one year warranty and I had inquired about the issue prior to the one year expiring. So, I would really just appreciate a response at this point, but was hoping for a replacement.

Merkury Innovations is NOT a BBB Accredited Business.

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