Electronic Equipment Dealers
EP Technology Corporation U.S.AThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:09/03/2024
Type:Billing IssuesStatus: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 was charged for a renewal for my cloud but I canceled it way before the renewal date. I would like a refund of my $249.95. I spoke to the agent through an email and they are saying they don't have any records of it but I did cancel it through a phone call way before the renewal date.Business Response
Date: 09/09/2024
We appreciate the opportunity to respond to Mr. ******* complaint regarding the renewal of his cloud subscription and his request for a refund.
Upon reviewing the account associated with the email address ******************, we found five active cloud subscription plans. As soon as we received Mr. ******* request on September 2, 2024, we promptly canceled all five plans to prevent any future renewals. However, we have no record of any prior attempts to cancel these plans before the renewal date.
We have thoroughly investigated the account history, including reviewing email communications, phone call logs, and live chat records. Unfortunately, we were unable to locate any emails, phone calls, or other correspondence related to a cancellation request prior to the recent renewal. Our records indicate that the first contact we received from Mr. ***** regarding cancellation was on September 2, 2024, after the renewal had already occurred.
We understand Mr. ******* frustration; however, per our policy, cloud subscription plans are non-refundable once they renew, unless there was an error on our part. Since we do not have any evidence of a prior cancellation request, and the renewal was processed in accordance with our terms, we are unable to issue a refund for the $249.95.
We value Mr. ***** as a customer and remain available to assist further. Should he have any additional details or documentation about his prior cancellation request, we would be happy to review it and ensure proper resolution.Customer Answer
Date: 09/09/2024
I am rejecting this response because:
I did call and emailed them and said not to renew it but they did anyway. Not sure why they don’t have any records but I did cancel it before the renew date. It is my word against theirs and they need to refund me or I will take legal action.Initial Complaint
Date:03/07/2024
Type:Customer Service IssuesStatus: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.
Business does not provide accurate information or downloads. Support is nonexistent.
The documents provided are incomplete and useless. Customer support is an automated reply with no further assistance available.
DO NOT USE THIS COMPANY IT IS A SCAMBusiness Response
Date: 03/15/2024
We apologize for the inconvenience you've experienced. Our support team is available to provide assistance you can ask to speak with an agent instead of the support bot. One of our agents will reach out to the email you provided. Thank you for bringing this to our attention.Initial Complaint
Date:01/16/2024
Type:Service or Repair IssuesStatus: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.
The business has failed to cancel my subscription despite my having cancelled it with ****** **** (the payer) and several times on their website (following their convoluted instructions) and in writing.Initial Complaint
Date:11/21/2023
Type:Billing IssuesStatus: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 approx Aug/Sept of 2022 (dates confirmed by company) I contacted ***** to remove 3 of my then 6 video cameras from my acct. I received no instruction at that time that i would have to change my plan myself through their app. I have since been being charged for all 6 cameras to date. ***** *** can not authorize any more than 2 months of refund, if the request gets approved. ***** has been charging me for all 6 cameras for over one year after removing the other 3 and has refused to discuss any possibility of refunding me. I find this to be bad business practice. To remove cameras from an acct and continue to charge the customer for equipment not in use. This is a prime example of a company fraud ing its customers! Completely corrupt. If i had been instructed to change ANYTHING on my side of things after removing the cameras, I would have done so immediately to avoid future charges. No such instruction was given and ***** refuses to acknowledge that they are overcharging me, but rather, states that it’s a matter for *****. *****, who ***** is incorrectly charging me through!Business Response
Date: 12/01/2023
We reviewed our records, we did not have any contacts from you in 2022 until the recent communication in November of 2023. The preceding interaction was on June 26, 2021, where you sought assistance in setting up devices. Our team diligently searched through phone records, emails, and chat transcripts to ensure a comprehensive understanding of your interactions with us. When cameras are removed from the ***** app, a warning is issued regarding the camera's cloud subscription. It is the customers responsibility to manage their subscription, our support team is available if customers have questions.Initial Complaint
Date:01/04/2023
Type:Service or Repair IssuesStatus: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.
2 times I was emailed with special holiday promotional pricing for their cloud service and both times my account was singled out and blocked from purchasing due to “some kind of error” that “hasn’t affected any other user.” I was forced to buy the service at the higher rate because nobody could be bothered to address my issue. When someone did address my email after a week they said they’d honor the 2nd emails promotional pricing but that I’d have to purchase it at the full rate and then email them for a refund for the difference.I asked for a refund for the services I already purchased at the higher rate and they refused saying that because I purchased through ***** and not their “web app” that “there’s nothing we can do.”Business Response
Date: 01/10/2023
The customer did not follow the instructions given to receive the promotional discount, by subscribing via the app and an ****** his billing is being handled by *****, which means we do not have the ability to issue a refund. Attached is the email response the customer was given where it states that he needs to subscribe via the web app.
Customer Answer
Date: 01/10/2023
I am rejecting this response because:
Nowhere on the original emails sent about the sales promotion does it outline that any purchase made outside of the web app would not be refunded under any circumstance. You sent me 2 scam emails about promotional pricing that you did not honor and forced me to purchase at the higher rate. You offered a convoluted solution to make ANOTHER purchase at the higher rate and then expect you to honor a refund for the difference. You falsely advertised 2 sales promotions to me that you only offered to honor one of those as you stated I did not contact support which I did about the Black Friday pricing, which you never responded to and then again for the Christmas sale pricing. You only responded to the second email about the Christmas pricing only after I threatened to contact the FTC about your deceptive business practices and false advertising. You refused to offer the refund for the purchase I forced to make at the higher rate because you do not control what ***** does. I have reached out to ***** and that is a complete lie, they said you have full control of billing, but you need to reach out to ***** to resolve as the merchant. You lie and scam customers repeatedly and then expect a customer to take your word that you'll offer a refund after refusing to offer a refund. You then blocked my email and refused to continue any dialogue with me after I requested documentation about the sales promotion emails outlining that any purchase made outside of the web app would not be refunded, which you refused to provide
EP Technology Corporation U.S.A is NOT a BBB Accredited Business.
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