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:02/09/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 there product through TEMU and now have 4 of there security cameras. I set them up through the companies app. And within my minutes of activating them they went offline and were not working. After reviewing there app. By what I was seeing you are pretty much forced to buy one of there premium plans and found this true especially if you need to be able to call support as this option is only available to paying customers which in and of itself should be a crime. I called for support only to get hung up on the first time and second time to have an automated system tell me this option isn't available right now but the option to charge me for it was. Lost and no cameras here now

• Initial Complaint

  Date:09/14/2023

  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.

  Total scam! I purchaed 5 of these cameras. They where advertised as not needing a plan and have a memory slot for recordings. This is why I chose them over other better brands. On top of them being faulty now the app this month stated forcing ads on us when we open the app. If Im away from home and the camera goes off I use to be able to check quickly to see what set it off. Now theres a long delay in alerting me and on top of that I have to watch an advertisement before I can see if someone broke into my house. They are pushing for a subscription to avoid the Ads now but if I wanted to do that there are many better cameras out there than these junky ones. Its a scam and I totally regret buying them. Writing bad reviews wherever I can. I tried to cancel the subscription I have with them and they are nothing allowing me to! I contact customer support multiple times and they say it's Apple's problem not their problem. However, under Apple subscription, this product doesn't appear.

  Business Response

  Date: 09/19/2023

  Thank you for reaching out. We'd like to clarify that we are not the makers or sellers of the cameras. Our primary focus is software development. The ads you see in our app are a means to offset the costs of providing it for free to our users. If you prefer an ad-free experience and would like to unlock all the app's features, you can opt for our cloud subscription. We appreciate your understanding and are here to help with any other queries you might have regarding our software.

• Initial Complaint

  Date:07/31/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Total scam! I own 5 of these cameras. They where advertised as not needing a plan and have a memory slot for recordings. This is why I chose them over other better brands. On top of them being faulty now the Ap this month stated forcing ads on us when we open the ap. If Im away from home and the camera goes off I use to be able to check quickly to see what set it off. Now theres a long delay in alerting me and on top of that I have to watch an advertisement before I can see if someone broke into my house. They are pushing for a subscription to avoid the Ads now but if I wanted to do that there are many better cameras out there than these junky ones. Its a scam and I totally regret buying them. Writing bad reviews wherever I can. They need to fix the issues forcing people to watch an Ad is a disgusting ******************** that just recently started. Should only apply to new accounts because ***** not what I signed up for when I bought them !

  Business Response

  Date: 08/01/2023

  Dear Customer,
  
  We apologize for any inconvenience you've experienced with the cameras and our mobile app. However, we would like to clarify that we are not the makers nor the sellers of the camera; we are solely responsible for developing the mobile app used with the cameras.
  We understand your frustration and disappointment with the cameras not meeting your expectations. As the mobile app developers, we do not control the features or functionalities of the cameras themselves, including their advertised capabilities such as not needing a plan and having a memory slot for recordings. We recommend reaching out to the camera manufacturer or the seller to address these specific concerns.
  
  Regarding the recent advertisements being shown in the app, we regret any inconvenience caused. Advertisements are not something we had previously implemented, and we are currently investigating this matter with the camera manufacturer to understand the situation better. We understand that it's crucial for you to quickly access camera alerts without any delays or interruptions.
  
  Please know that we value your feedback, and we will do our best to address the issue with the camera manufacturer to find a suitable resolution for you and our users. We understand that this situation can be frustrating, and we sincerely apologize for any inconvenience caused.
  We encourage you to share your concerns directly with the camera manufacturer or seller as well, as they need to be made aware of the issues faced by their customers. Writing reviews can also be helpful for other potential buyers to make informed decisions.
  Once again, we apologize for the unpleasant experience you've had, and we thank you for bringing these matters to our attention. Please rest assured that we are taking your feedback seriously and working towards finding a solution.
  
  If there is anything else we can assist you with related to the mobile app, please feel free to reach out to us.
  Best regards,[Your Name]Customer ************ ******* App)

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20387154
  
  I am rejecting this response because:

  the camera is not the problem its the ***  Without the Ap you cant view the camera.  The ** did not have ads nor was there such a long delay in alerts.  Without the ** the camera is useless and no one would buy it.  The Ap is use to set up and operate so how can the Ap says its not them.  This Ap has rendered all my cameras useless. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  SCAM!Lately the app keeps having software issues. Interestingly all the issues dont seem accidental, the app keeps forcing me to buy another subscription telling me I dont have a plan even when I do. This has multiple times resulted in me double paying for same service. I buy monthly plans from the app using Apple Pay as this is a safest way to make sure my personal information is protected.Tech support instead of addressing app software issues keeps forcing me to buy one year long plan saying that will fix all the software issues. Here is there latest response to me saying that I dont want to pay for a whole year since nothing is working properly Its fine if you prefer not to subscribe to an annual plan, we're only giving you an option to actually save more. However, to avoid facing this issues, I would suggest subscribing directly through our Kami Cloud website instead of the in-app purchase and not use Apple Pay as the payment methodOn top of the app FORCING double subscriptions on users to obviously make more money they are now trying to tell me that to fix software issues I should pay through the website for a whole year using my card not Apple Pay. This is an obvious scam, this app is up to no good and it is obvious!

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 one camera and a basic plan. When we got our second camera for the patio we put both off and attempted to cancel the basic plan because we had Purchased another to upgrade. They DID NOT LET US CANCEL. We tried the chat, the email, sent them proof we had another plan with them and they still did not cancel our old plan. They trap you into paying and give you no way out. This is why they aren't BBB accredited I'm sure but hopefully this review will help deture others. Super ****** up. Now we pay for two plans and can't get out of either.... thanks YI tech/ **************.

• Initial Complaint

  Date:03/01/2023

  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 a 4 pack of ** security cameras based on advertised SD card functionality. Since purchase features such as person detection have been removed, replaced by constant and incessant begging for the cloud service.And since **** took over, the app is barely functional. It will randomly stop sending notifications or sign out completely.I would happily join any class action lawsuit against this scam company.

  Business Response

  Date: 04/11/2023

  Hello, we understand your frustration regarding your camera's absence of local storage capabilities. Please note that we are ***********, a software company, and neither the manufacturer nor the seller of your camera. We reserve the right to modify our apps by introducing paid features as part of our ******************* You agreed to this when you chose to utilize our mobile application.
  We would like to extend a 60% discount towards enabling full functionality for your convenience. It has been communicated to the customer that the camera can still save locally, and we have not removed any features that were originally included when the camera was purchased from the seller. Unfortunately, we are unable to provide a refund, as we are not the seller or manufacturer of the camera and do not have any funds to return.
  Best regards,
  ******
  CS Manager

• Initial Complaint

  Date:01/19/2023

  Type:Customer Service 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 tried to close my account multiple times with your staff. I am charged $62 every October. I have emailed Kami 10+ times. Cancel my account and confirm it has been canceled. I am being told by ** that I have to manage my account from an android phone because it was set up on an android, This app was from the apple store. I do not own and android nor have a I ever owned one. I sent screenshots of the charges with account number and order number and I am told that I do not have an account. request #****** "Cancel and stop service"

• Initial Complaint

  Date:01/19/2023

  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 purchased a 'home security' system through a person that walked up to my home with 'fast talk' and a great sales pitch. The next thing I know, they are installing, some security features in my home, which is not all bad, since I live alone, and needed something. It is better than nothing, When they left I read the fine print and I'm tied in for a THREE year contract at a 'great deal' of $49.99 per month. Not so great. Anyway, I decided as I was looking at my doorbell camera one day, it prompted me to upgrade. And of course, there was an additional charge, which could be canceled at any time. It also said, my doorbell camera was already compatible, so I figured for another $79.99 per year, I could actually see a full clip of someone at my door instead of 6 seconds. Well now, I get absolutely NOTHING, because ************* informs me that my doorbell camera is NOT compatible and I will need a new camera, which I can get if I UPGRADE. I am not interested in spending any more money with this company. I simply want to CANCEL the $79.99 auto renewal service. Sadly enough, I only started the service in December and haven't reaped any of the the 'so-called' benefits from it. I wish I had checked here first and I would have never jumped on that wagon. Please STOP this company. They will NOT respond and WILL NOT answer phone calls. They can't be that busy. But they will certainly take your money. I guess that's a better word for a SCAM.Any help would be greatly appreciated.

  Business Response

  Date: 04/11/2023

  Please note that our company, ***********, is not responsible for the issue you are experiencing. The company in question is Alder, which resells cloud services along with their cameras. As a customer, you should reach out to Alder, the provider and seller of the service, who initially approached your home and made the sales pitch.
  *********** is a B2B and C2C software company that does not employ field sales representatives, nor do we manufacture or sell cameras. We kindly recommend contacting Alder for assistance with your concerns.
  Best regards,
  ******

  Customer Answer

  Date: 04/19/2023

   
  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:12/13/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 yearly *** subscription to Yi ***** services (security cameras) about 5 years ago. I stopped using their ***** services a couple of years ago. One week ago I contacted their support to cancel this subscription. In response I've receive two offers to try a different service without confirmation of stopping my current subscription. My ticket has been passed ** four different people without confirmation of stopping my current subscription. I have told them repeatedly I do not want free offers. To cancel my subscription and send be confirmation. They are unwilling to complete my request.

• Initial Complaint

  Date:11/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 been trying to cancel my subscription which requires more action via email. It has been 1 week since this began. They will not allow me to cancel my subscription and I have now been charged a years subscription because they would not let me cancel after multiple email confirmations stating I WANT TO CANCEL. I have reported this issue with****** and they are currently reviewing this matter. Do not do any business with this company. They are scam artists and you are unable to manage your own subscriptions. I have entire email threads that I have shared with****** and I am prepared to take the next steps with my bank.