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:08/23/2024

  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.

  In February 2024 I purchased a Contax **** film camera (order **********) and a Contax 35mm 1.4 lens (order **********). They both arrived looking noticeably used, but nothing out of the ordinary. I ran a couple rolls of film through the camera to be sure everything worked and all seemed fine. However, on those tests the lens was stopped down to f/5.6 or f/8. I later actually tried using the lens as intended and shot it at f/1.4 and f/2. Once the film was developed nothing was in focus. Everything was super out of focus. I contacted KEH on 7/6/24 and spoke to ****** ****** and told him about the issue. They recommended I send in the camera body for repair under their 6 month warranty. On July 11th, 2024 a Repair Admin emailed me telling me they dont see any problem with the camera and they will be mailing it back to me with no work performed. When I received the camera back, I performed another test on film. Once developed the issue was still present. Nothing was in focus. I contacted KEH customer service on July 29th, 2024 and spoke to ***** ****** and told him the situation and said I am going to send in the lens and camera together to figure out which one is the problem. On August 15, 2024 the repair admin emailed me saying the lens is the problem and that it shows signs of impact damage and that is excluded from the warranty and they will not repair it under warranty. I told them via email and phone call that the lens was barely even used because the pictures were always blurry! I never dropped it or damaged it in any way. The lens was sold to me exactly like that. KEH is trying to get out of honoring their warranty by accusing a customer of damaging a product, when they themselves are the ones who sold a defective product.

  

  Business Response

  Date: 09/20/2024

  Hello *****,
  
  I am sorry to hear of your dissatisfaction with your recent experience.
  
  This incident has been escalated to our Manager of Sales. Please allow 2 business days for the escalation to be reviewed will communicate the decision once I hear back.
  
  Thank you,
  *****

• Initial Complaint

  Date:08/10/2024

  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.

  They offered me 500 for my equipment then gave themselves a bargain when they received the equipment h*** of a bargain went from 500 to 14 dollars said payment completed and I've received nothing

  

  Business Response

  Date: 08/12/2024

  Hello *******,

  I am sorry to hear you are dissatisfied with your selling experience. The final offer may be more or less than the quote initial quote, upon evaluation. If you are ever unhappy with the final offer, you may decline it and we will ship the gear back.

  I see quote 2200403723 has been accepted and payment was sent today.

  Please let me know if you need anything else.

  Thank you,

   

   

• Initial Complaint

  Date:07/25/2024

  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.

  I sent this company used camera equipment to get money for it. They sent me a quote which I accepted BUT I have yet received any payment for the equipment I sent them. Its over 3 weeks. They are blaming the **** for me not receiving payment.

  

  Business Response

  Date: 07/30/2024

  Hello *****.

   

  I am sorry to hear you are dissatisfied with your selling experience. 

   

  Unfortunately, **** shipments can become delayed or lost in transit. We will reissue a check if it is not received after 15 business days. The check was sent 7/8 so please let us know if you do not receive it by end of day. We do offer Venmo or PayPal payments, for instant payment. If you would like to switch, please contact ***********************************.

   

  Please let me know if you need anything else.

   

  Thank you,

  KEH Camera

  Customer Answer

  Date: 07/31/2024

   
  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:07/16/2024

  Type:Delivery 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.

  To Whom It May ********* am writing to complain about the poor communication of KEH camera. I had mailed them a Canon EOS 5D DSLR camera and a *****mm lens to be sold. I had a signature proof of delivery for Monday July 8th. I have yet to receive a quote or an email from the organization. I called someone on the phone on Friday July 12th claiming by the end of the day or Monday July 15th I would receive a quote by email. I have yet to hear anything and notice other users complaining on their ******** page about not hearing anything for over 3 weeks.

  

  Business Response

  Date: 07/16/2024

  Hi *******,

   

  Thank you for bringing this to our attention. We sincerely apologize for the lack of communication regarding your Canon EOS 5D DSLR camera and *****mm lens that you sent in on July 8th.

   

  Our processing time, upon delivery of your items can take 3 - 5 business days. During busier times, processing times may be extended, as mentioned in our FAQ. I apologize for the delay! The offer email was sent today and accepted. 

   

  We are working on migrating internal systems to provide a better customer experience and provide automated email updates, for shopping and selling. We hope to have that completed soon. 

   

  Please let me know if you need anything else.

   

  Best,

  *****

  Customer Answer

  Date: 07/16/2024

   
  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:04/17/2024

  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 have several lenses to sell and because I didn't know specifics for getting an online quote, I opted for a video call. Prior to this call I had a local photographer, well-versed in lenses stop by to examine them so I knew their value. On 4/3/24 I had a video visit with *********************. He examined all lenses by video. At the end I asked how much the quotes vary from the actual price. *** told me he is a conservative assessor and always tries to be as accurate as possible so as to avoid disappointment later. I asked how much it varies and he said about 5-10%. I thought that was great! I was quoted later that day at $420. So, I assumed somewhere between $350-400 especially since he rated all of them "bargain" which, if you read the "bargain" description, is hardly what my lenses were. So I took that as being good bc surely they'll get my products and see that they are in decent condition, albeit older, almost all have both lenses, and my quote will go up. I just received my final offer and literally gasped when I saw $203. Talk about a bait and switch. Over 50% reduction!! Of course they don't give you an itemized quote. Handy of them to keep that a secret. What a sham!! Complete liars and scam artists. I wish I had read reviews before I entrusted you with my equipment. I want my lenses back immediately and I turn here because all reviews I've read indicate no one gets back to you and customer service is a joke.

  

  Business Response

  Date: 04/19/2024

  Hello *******,

   

  I am sorry to hear you are dissatisfied with your selling experience. Thank you for bringing this to our attention.

   

  Unfortunately, the initial quote may differ from the final offer even with a video review. The virtual buyer assists customers with self-evaluating their gear that aligns with our grading system. On a video, we can't physically hold the item to closely inspect it all aspects so they do their best to help determine the grade. Once the gear is received and evaluated by our technicians, the final offer can be more or less than the quote. The virtual buyer should have made it clear that the final offer may differ beyond 5%. I apologize for that communication.

   

  ****** has reached out to provide a a breakdown of the final offer and has set up a return shipment for your gear. 

   

  We appreciate your feedback to help us identify areas where we may improve.

   

  Regards,

  *****

• Initial Complaint

  Date:04/09/2024

  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.

  KEH Camera Purchase a Leica camera from KEH and upon using realized it did not suit our needs. Returned the ****** **** insured, before deadline for returns, due to frequent travel plans. KEH claimed they never received camera and took over 30 days to communicate this information. KEH was very helpful to suggest we claim the lost equipment through ****. **** has the Leica Camera equipment signed at their location upon delivery. KEH video surveillance system resets or loops every 30 days, hence leaving no chance of verifying delivery, very convenient. Their customer service is the very worst I have ever encountered in 35 years of shopping with electronics companies. I strongly caution any future customers to first read their complaint board in BBB website, as I should have before making initial purchase.US ************ Disabled Veteran ****** ***************************

  

  Business Response

  Date: 04/19/2024

  Hello ******,
  
  Thank you for bringing this to our attention.
  
  To return an item, we require an RMA to be obtained from customer service, prior to shipping. This shipment was sent without an RMA generated which can cause delays. We advise against shipping a return without an RMA obtained.
  
  The return shipment was packaged in two shipments: ********************** and **********************. The shipment, with tracking **********************, only contained a charger. The other shipment,with tracking **********************, was not received in our warehouse. Unfortunately,KEH is not responsible for stolen or lost return shipments, unless we provide a return label. Since you selected the carrier with insured shipment, we recommend for you to file a claim with ***** I apologize that we cannot assist further with this matter.
  
  Additionally, ********* has been in constant contact with you regarding this issue. We have provided supporting documents to help you file a claim with *****
  
  If there is anything else we can help with, please let me know.
  
  Thank you,
  *****

• Initial Complaint

  Date:04/02/2024

  Type:Product 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.

  Dear Better Business Bureau,I am writing to file a formal complaint against KEH, a company that specializes in recycling used cameras. My experience with KEH has been highly unsatisfactory and disappointing, marked by a failure to process payment as promised and extremely poor customer service, compelling me to seek your assistance.On March 19th, I carefully packaged and sent my camera to KEH following their instructions. This shipment was carried out via ****** under the tracking number ***************. KEH acknowledged receipt of my camera on March 22nd. At the initial transaction, KEH quoted me $2,099 for my camera, as detailed in QUOTE ID ******************, as of today, April 2nd, I have yet to receive any further communication from KEH regarding the quote confirmation or any indication of the initiation of payment. My numerous attempts to engage with their online customer service have been met with rudeness and a lack of helpfulness. On each occasion, I was told to send an email directly to their finance department. Despite following these instructions and sending several emails, I have received no replies.The absence of communication and disregard for customer satisfaction from ********************** are alarming and unprofessional. Through your intervention, I seek a resolution to this matter, which would include either the fulfillment of the payment of $2,099 as per QUOTE ID ********** for my camera or the return of my camera in its sent condition.Thank you for your attention to this issue. I look forward to your support in achieving a satisfactory resolution.

  

  Business Response

  Date: 04/03/2024

  Hello **,

   

  I am sorry to hear of your dissatisfaction of your recent experience.

   

  Quote ********** is still progressing though evaluation so an offer has not been sent. The evaluation process can take 7 - 10 business days. Since the shipment was received 03/22, it may take up to Friday, 4/5 for the evaluation to be completed and offer email sent. if it is not received by then, please let me know.

   

  If you have any other questions, please do not hesitate to reach out.

   

  Thank you,

  *****

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21518665
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 04/03/2024

  I understand the quote was created 3/19, however, the processing time can take 7-10 business days once the shipment has been received in our warehouse. Please see our FAQ, under SELL, for processing time. *******************************************

   

  The offer was sent today and has been accepted so we consider this matter closed.

   

  Please let me know if you need anything else.

   

  Thank you,

  *****

  Customer Answer

  Date: 04/03/2024

   
  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:03/08/2024

  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 requested a quote from keh on their website on 1/24/2024. It was quote number **********. printed the shipping label and packing slip, and their website gave me step by step updates on the progress of my quote. They said it was time to get paid and I was given the option of pay pal or a check. I opted for the check. It has been a month now, no response from them, at all. And no check. The quote that I was given was grossly disproportionate to the final offer that I received. Not to mention I was of the understanding that a quote for services or the like is a similar to a locked in deal, however this business doesn't subscribe to that belief, apparently. The difference between quote and actual money was almost $200, and they clearly explain their grading process on their website for everyone to familiarize themselves with. I have zero idea which grading process they ACTUALLY use, though, because it doesn't seem to be the one they have on their site. I've recently read all of these complaints, and now I feel like they're just ducking me.

  

  Business Response

  Date: 03/12/2024

  Hi ******,
  
  Thank you for bringing this to our attention. I am sorry to hear you are dissatisfied with your selling experience.
  
  The check can take up to 10 business days for the check to arrive. We can issue another check or payout through Venmo or PayPal. If you would like another check to be sent, please confirm the shipping address.
  
  The quote *** differ from the final offer depending on our technicians evaluation. In this case, a few items were graded lower than they were quoted.Our purchasing team can provide an explanation of the final offer, upon request.I would be happy to connect you with our purchasing team if you would like to discuss this further.
  
  Please let me know if you need anything else.
  
  Regards,

  *****

  Customer Answer

  Date: 04/09/2024

  This is beyond ridiculous. I want my check. It's $49. It was never sent. It is the only piece of mail in almost a year that I have not received. The only one. Yes I'm confirming the same address on ****** Road that I used when I made the deal on their site. I still haven't received a check. I don't even care at this point about the questionable grading process that they use. I just want my money. I don't have a venmo. I have cash app. You would think as long as this has taken that they would expediate the process by just cash apping me my money. But probably not. If you could please reach back out to this business for me I would greatly appreciate it. Because no matter what they never answer me back. Thank you.

  

  Business Response

  Date: 04/18/2024

  Hello ******,

  I apologize for the delayed response!  Unfortunately, we do not offer Cash App as a payout method. I apologize for the inconvenience. I have asked purchasing to resend the check today. Please note **** is experiencing delays so email me directly at ***************************** if do not receive the check within 15 business days.

  Please let me know if there is anything else I may assist with.

  Thank you,

• Initial Complaint

  Date:03/07/2024

  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 mailed via **** with tracking, insurance, and signature required a camera that was approved for return. The camera wasn't used after I bought, it was just too small for me. All items were returned in the same box/packing as KEH has sent it. All items were in the box. They still have not issued a return and are not returning my email inquiries. There is no reason for them to be taking so long to return an item sent directly to them. I want my refund!

  

  Business Response

  Date: 03/08/2024

  Hello ******,

   

  Thank you for bringing this our attention. I am sorry to hear your recent experience has not been a great one!

   

  Can you please provide the return tracking number so I may look into this?

   

  Additionally, the last correspondence we have in CRM system is when the *** was provided. Can you advise which email you reached out to with no response?

   

  Regards,

  *****

• Initial Complaint

  Date:02/21/2024

  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.

  On May 28th, 2023, I purchased a camera from KEH, which began malfunctioning with error code 20. Despite sending it for repair within warranty on 11/10/2023, they erroneously addressed error code 02 and neglected the persisting issue. Subsequent attempts for repair were made after the warranty expired, resulting in a demand for $800. **************** initially promised resolution but failed to deliver. The manager named ********************* displayed poor service, telling me that I was to blame.After escalation to *****, she initially seemed helpful, promising a solution within days. However, the proposed resolution of 20% off repair costs is inadequate. This case highlights KEH's failure to honor warranty commitments and provide satisfactory customer service.

  

  Business Response

  Date: 02/23/2024

  Hello *****,
  
  I am sorry to hear you were dissatisfied with your recent experience.
  
  Initially, you stated you were receiving Error 02 which aligned with the Error Code we received when evaluating the camera. We provided a return label to repair the item under warranty. The error was fixed, and we did a thorough review of the camera before sending it back, in working condition.  After the warranty expired, we were contacted that the camera was giving Error 20. We provided a return label to send it back to be reviewed. Our repair team reviewed the gear and advised this error code was unrelated to the original issue. This was not considered a faulty warranty repair,so we provided an estimate for a repair or offered to send the item back. We have been in constant contact to resolve this situation within the time we promised.     
  
  As a courtesy, we agreed to repair Error 20 under warranty repair and have issued a refund for the $75 diagnostic fee.
  
  Please let me know if you need anything else.
  
  Regards,
  *****