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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:02/08/2024

    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.
    I was gifted a bluetooth surge protector in January of 2022. It was not until February that I tried to use the device. March was when I reached out to Mygeenie. I provided what I was lead to believe was needed. I have called and emailed well over 10 times. I was just brushed off once again over the phone.

  • Initial Complaint

    Date:12/08/2023

    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.
    ON 11/27/2022 I bought two Merkury Geenie Security Floodlights with camera model # Mi-CW016 at ******* ******* in *********** for $ ****** each.. Upon installing and creating an account with ****** they suggested that an iCloud subscription be bought to store video data. After 3 months of having the cameras they stopped recording to *************, stopped recording to memory card and stopped working . I have been trying to get a hold of Merkury via email for over a year now and have gotten the run around about the warranty. After going back to ******* they advised me that the cameras have a 1 yr warranty with the manufacture and that the cameras I bought at the local store where refurbished by Merkury being sold as new items. I have contacted Merkury various of times via phone at ************* case # ******* and *******

  • Initial Complaint

    Date:11/15/2023

    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 pan/tilt camera via Amazon. The camera stop connecting and I contacted their support team. After going through several steps to correct the problem, it would still not work. In 2/03/23, I began corresponding with their company for a replacement. After a few emails, I heard nothing more. On 5/21/23, I emailed the company. No response. I emailed again on 6/24/23. I finally received a response on 11/12/23, 5 months later. I was told that their warranty department has still not provided a tracking number for a replacement. I have emailed them back today, 11/13/23 to tell them I am only seeking a refund. I cannot get any resolution and at this point I do not want a replacement that *** not work. The cost of the camera was ***** + **** s/h + **** tax= *****.

  • Initial Complaint

    Date:11/14/2023

    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 called Geeni in September about my doorbell camera and they told me that it was too old and they could not replace it. I asked for a supervisor and to date no one has returned my call or replaced the doorbell. I received the doorbell with my last complaint against them and they told me that I received it in 2017. I have email communication between them and me if needed, but I am at my wit's end with their products. send me a replacement.

  • Initial Complaint

    Date:10/24/2023

    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.
    I purchased 2 of their security cameras called the Hawk3. I also purchased the cloud storage. 1 subscription is annual, the other is monthly. The cameras stopped working and I tried to contact them over six months ago and told them to stop taking the money from my account. I got a text that told me they would. Because it is an autopay my bank can't stop the payments unless I go get a new card. I have other accounts that I use for autopay and I would have to notify all of my others and I'm afraid I might forget to notify someone. ******* needs to stop billing me and reimburse me for the services I've been paying for and not receiving. I've called them, emailed them and even tried to text on their site. This is definitely a company that needs to be exposed.

  • Initial Complaint

    Date:09/19/2023

    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.
    BUY A CAMERA THROUGH THE MERKURY PAGE, ALL *** WELL UNTIL I GET THE CAMERA, WHEN I OPEN THE CAMERA HAPPENS THAT THE CABLES ARE OUT OF THE CAMERA, THAT MEANS THAT THE CAMERA DOES NOT WORK SAW WITH A DEFECT, I CONTACT MERKURY THEY ASK ME FOR ALL THE INVOICE DATA AND TO THIS DAY I KNOW OF THEM AND I CONTINUE WITH MY CAMERA WITHOUT WORKING Dear *************************************,Good Day!This is related to your ticket number (*******). As one of our valued customers, we just want to make sure we get to resolve your issue to completion. Allow us to follow-up on the status of your concern, has the issue been resolved already?If the issue still persists, kindly give us an update so we can help you right away. ***** (Merkury Innovations Customer Support) (Geeni) Sep 2, 2023, 12:57 EDT Dear ******, Thank you for contacting Merkury Innovations. Our sincere apologies after knowing what you've experienced with your Merkury device. We know how frustrating it can be but nothing to worry about, we will do our best to help you out.To further assist you, can you please provide us with the following information: When did you purchase the product? (Month and year will do)Where was the item purchased? (Store & Country)Picture of the device Short video regarding your concern. *Please send us a copy of your receipt for us to proceed. One thing that we take pride in is we absolutely stand by our warranty process, in the event problem happens and the device was bought within one year, we can go ahead and process the replacement. Often times if the device was purchased recently and within still the store's return policy, we normally suggest the customer check with the store for faster processing. We hope for your response. If you have any concerns or clarification, please let us know by replying to this email and we are more than happy to assist you. We are open every day from 10 AM to 7 PM EST.Best regards,***** Customer Support ******************** ************************************* Sep 2, 2023, 11:50 EDT Helllo ????Sent from the all new *** app for iOS On Friday, August 25, 2023, 8:01 AM, *********************** <******************> wrote:???? Can someone can help me please!!!!Sent from the all new *** app for iOS On Sunday, August 20, 2023, 7:27 PM, *********************** <******************> wrote:GN-CW233-199 I describe the problem when I opened the camera box all right but I realized the cable on the side of the camera was not connected to the camera start looking if ****** said it and no. The camera came defective. Please help me with this.On Sunday, August 20, 2023, 1:40 PM, ***** (Merkury Innovations Customer Support) (Geeni) <*******************> wrote: ************************************* Aug 25, 2023, 08:01 EDT ???? Can someone can help me please!!!!Sent from the all new *** app for iOS On Sunday, August 20, 2023, 7:27 PM, *********************** <******************> wrote:GN-CW233-199 I describe the problem when I opened the camera box all right but I realized the cable on the side of the camera was not connected to the camera start looking if ****** said it and no. The camera came defective. Please help me with this.On Sunday, August 20, 2023, 1:40 PM, ***** (Merkury Innovations Customer Support) (Geeni) <*******************> wrote: ************************************* Aug 20, 2023, 19:27 EDT GN-CW233-199 I describe the problem when I opened the camera box all right but I realized the cable on the side of the camera was not connected to the camera start looking if ****** said it and no. The camera came defective. Please help me with this.On Sunday, August 20, 2023, 1:40 PM, ***** (Merkury Innovations Customer Support) (Geeni) <*******************> wrote: ***** (Merkury Innovations Customer Support) (Geeni) Aug 20, 2023, 13:40 EDT Dear ******, Thank you for contacting Merkury Innovations. Our sincerest apologies for the inconvenience, but don't worry because I'm here to help you. We tried to reach you, but unfortunately you're not available at this moment. For me to assist you properly and to be specific, may I know the model number of your device? It can be found on the device itself and if not, it's above the barcode on the bottom part of the device's box. We are looking forward to your response. For faster transactions, you can easily set a callback reservation using this link ********************************************************** and one of our representatives will call you at your most convenient time. Our callback team is available from Monday - Sunday 10:00 AM to 7:00 PM EST. For more information, you can call us at ***************** or reply to this email or visit our support website by clicking this link ************************************. For immediate assistance, you can reach us through our chat support platform or for your convenience, you may also set a scheduled callback: **********************************************************. We are open everyday from 10AM to 7PM EST.Best regards,***** Customer Support ********************

  • Initial Complaint

    Date:08/22/2023

    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 3 cameras from their website on July 3, 2023 for $135.97 paid for , by credit card . As of todays date ( August 21 , 2023 ) I have not received anything from this company . After one month of tracking at the **** website ( # ********************** ) I initiated a missing mail search request ( # MRC ************ ) . I have spoken with their support personnel five times to get answers on the shipment . They have been of NO assistance . I have done all the contacting with their shipper ( **** ) and filed the missing mail search myself on August 8, 2023 . Their original order # G119366 . They charged my credit card immediately upon order and I am still waiting for the shipment .

  • Initial Complaint

    Date:07/05/2023

    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 purchase an item from a store and it just stopped working after a few days, the store wont change it or replace it because it was past their return policy so they ask to contact mfg for warranty. they keep playing with me over and over and over to exchange it or cover the warranty. they have done nothing to fix this, nothing. only messages asking for more and more and more info but never do anything.

  • Initial Complaint

    Date:04/24/2023

    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 don't recall the original transaction date for the purchase of the automatic feeders from Merkury Innovations (aka *****); however, I did reach out a couple months after the purchase to report the first technical issue which was on September 14, 2022.Since the first interaction (report of the issue), technical support did respond asking for additional information. Thereafter, I responded to every email from technical support. However, they have yet been able to resolve the problem and I have requested a full refund which they have yet to respond at all. Attached are all the correspondence between myself and the business.This is unacceptable business practices and demand a full refund on the products that have not worked from day one of receiving them.

  • Initial Complaint

    Date:03/29/2023

    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 contacted ***** (merkury innovations) on February 12 2023 regarding replacing my camera that had suddenly stopped working. I was asked to send a receipt and they would assist me in replacing the camera. Then they came back days later stating I needed to send a video showing the camera doesnt work. I did. Now march 28th I still do not have a replacement camera. I have screenshots showing the text conversations stating that I qualify for a replacement but they are waiting on a tracking number. This tracking number business has gone on long enough. The last conversation today while I am upset and I do apologize for that but this is not how you treat a customer. I was told that since I bought the camera at Lowes I could replace it there. How? I bought the camera in September. ***** will not take this camera or anything back given that time frame. I was told again that I needed to go to Lowes if I wanted to replace it and get a new one today. Thats not going to work because that go against the return policy. ***** needs to send the camera I was promised. This is horrible customer service and the only reason Im upset is due to their lack of decency to work with their customers. Sunday march 26th I spoke with a supervisor named ***** who told me he would call me on the 27th even though it was his day off. He said he would personally make sure I was spoken with regarding a tracking number for the device. Thats all we are waiting on is a tracking number.

Merkury Innovations is NOT a BBB Accredited Business.

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