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:08/18/2022

  Type:Billing 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.

  Since October 2021, I have been going back and forth with customer service regarding a car dash camera I had purchased along with their annual subscription for live app alerts to my phone. The issue started in July 2021. The subscription should offer live alerts to my cell phone from my car and allow me to "live view" my dashcam from my phone through LTE. It does not. The yearly subscription is $215 for this service and the camera cost was $299. Since October 2021, I have spent hours on the phone with their customer service (which now does not allow calls, but chat only) to resolve my camera service not working at all. I have over 70 emails with the company attempting resolution as well. They had asked me to send my dashcam in to them twice to "fix", which I did. It did not resolve any issues. I have asked for a refund a few times since October until now and their resolution was to offer me 3 additional months of service WHICH DOES NOT WORK. They stole my money and offered no resolution to their services not working as advertised, or rather at all. I would like my hard earned money back, I have been scammed by ******/ aka CallPass. Many others are experiencing the same problems based on online reviews and I really hope this company gets investigated and shut down. To string me along for 10 months with no resolution is absurd, but to not offer a refund and allow continued sales of their bogus service should be criminal. I will be contacting Best Buy and any other merchant to make them aware of this, as they are selling products from a company with zero integrity against which I am ready to take further steps towards exposing. I am attaching screenshots of some of my emails- there are too many to post, along with my receipt for the annual service. I cannot find my receipt for the camera at this time, but their website shows the product at $260.00 plus tax. At the time of my purchase the camera was $299. I would like a $515 refund and can send camera back.

  Customer Answer

  Date: 08/29/2022

  Still awaiting response

• Initial Complaint

  Date:08/14/2022

  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.

  Hi, I bought a product called "Owlcam Dash Camera" from Bestbuy online on August 4, 2022. I received it a few days later. I immediately had trouble setting it up and emailed them on August 9, 2022 as the instructions instructed me to do so. I never heard back so about 20 hours later, I found their facebook page and sent them a message informing them that I'm having trouble setting up my brand new product that I just spent $317.99 +$20.00 (for the dash camera and the monthly service). I let another 20 hours go by and still haven't heard from them. I found a phone number, called it. There's a message saying to contact them online. I truly feel like I've exhausted all of my avenues to contacting them. I don't know what else to do. All I'm looking for is some help. I want to keep the product because I've had one a few years ago, I'm used to it and I liked it. Please help me. If there's anything that I can do for you to help me, please don't hesitate to let me know.

• Initial Complaint

  Date:07/16/2022

  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.

  I purchased this Camera because it is advertised as a 24 hour security system which will alert you to any damages or suspicious activity. The company has outlandish claims about it's Camera's capabilities and sell it on this false narrative. When parked in my parking garage, I have had several instances where my car was tampered with and no recording was present. I tested the camera to see if it will pick up movement around my vehicle and the camera only picked up the movement on 2 out of 10 tests. When I have reported problems with the camera shutting down or not having cell signal in the past, they reset the camera and it works for a few weeks than either breaks because it needs an update or all of a sudden needs a firmware update to function, leaving me with just a basic dash cam. I called them on May 19 2022 about my camera shutting off overnight. I was told the camera needed a firmware update and that I will be contacted when an update was available. Fast forward to today, two months later and still no update available for my camera. At this point I want my money back because this camera does not fulfill it's promise. I also cannot look at my previous trouble tickets on their website which I bet is done on purpose to prevent the consumer from going back to document their trouble. At this point I am happy to send this back if I can get a full refund for the camera and every month I paid for their service as this is a complete scam.

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/07/18) */ We are more than happy to provide a full refund with the returned camera. Apologies the experience was not to the customers liking or they felt misled in anyway. Please arrange to have the camera returned and we **** issue a full refund. Consumer Response /* (3000, 7, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received a response from your customer support in regards to how I'll receive a refund since I have new banking information. If you try and refund to the original payment Method it **** fail.

• Initial Complaint

  Date:07/14/2022

  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.

  My owl dash cam has not been working since early January of 2022. I have been exchanging e-mails with the company about this issue since then. My case number is XXXXX. I paid for the camera and renewed my LTE subscription only to have the camera sitting on my dashboard for over seven months not working. Up until now customer service was at least responding to my messages. Now , they are not responding. I am a big fan of the camera when it works. I even recommended it to multiple friends and coworkers. I would like the firmware fixed so I can use my existing camera or please send me a camera that does work. They also assured me my LTE expiration date would be pushed back since the camera has not worked all year and I'm paying for a service and a camera that doesn't function. Prior to this year the camera was fantastic and I had no issues.

  Customer Answer

  Date: 08/01/2022

  Yes they have responded to me but the issue is still not resolved.
  

  Business Response

  Date: 09/01/2022

  Consumer Response /* (3000, 10, 2022/08/01) */ Yes they have responded to me but the issue is still not resolved.

• Initial Complaint

  Date:06/28/2022

  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.

  I bought the newest version in May 2021 and got the military discount with my subscription as well. Contacted them a few weeks ago to find out why the camera wasn't working. Guy supposedly fixed it but he apparently activated the wrong camera. Called again today to find out why it's still not working. Can't remember the ladies name but she said fixed it. Not only did she NOT fix it but she decided to take my military discount and give me attitude when I questioned her. Y'all need to get your stuff together.

• Initial Complaint

  Date:05/27/2022

  Type:Billing 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.

  My company uses trackers on our company auto. We have had Call Pass or Lana as our service for several years. It worked well, to begin with, but the last 2 years have been difficult. I have spent hours on the phone or sending emails to get my service work again. The 1st part of 2022 became impossible to deal with. My trackers had not worked for 2 months and I was told that I would get a refund. I canled by service but instead of a refund they have charged me again. I have attached my credit card statement and a copy of the web page that show it has not worked for 2 months. Just give me a refund and STOP charging my Credit Card.

  Business Response

  Date: 06/27/2022

  Business Response /* (1000, 9, 2022/06/13) */ Refund was issued.