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Business Profile

Multimedia Computers

Monument Labs, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Multimedia Computers.

Complaints

This profile includes complaints for Monument Labs, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Monument Labs, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 0 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:03/24/2024

      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.
      On March 7, I selected for a 2-week trial of Monument on their website, at the recommendation of my brother, who has had an outstanding experience with Monument for years. Interestingly, when I clicked "free trial," I was taken to a screen where the only option was to purchase a one-year subscription for $49.99. My brother was here to help me right then, so I went ahead and purchased.Since then, I have not been able to access my Monument account on my laptop. The password does not work; when I click "reset password," I'm told to check my email for a reset link. Said email from Monument never appears. I have done this several times.I've also written them 5 times by email. The first two times, I received a ticket # with a promise that they'd be in touch. They never have.After much research on the internet, I finally found a phone number for Monument Labs in ******* **. It comes back with the kind of "busy" signal that meant a phone is literally off the hook. No voicemail, nothing.NOTE: I thought maybe I did something incorrectly the first time, so today (while my brother's visiting again), I tried to sign up for a free trial using a different email address and last name. Their page has totally unresponsive links and I think they must be going out of business.I don't know how they would get money from this most recent effort, at ************************** but if they do -- then the amount of money I've paid the business (see below) will be double that amount.Please, please help.

    • Initial Complaint

      Date:01/22/2024

      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 purchased this item from the company through a Kickstarter funding source. I received the item in a work for a while and then quit. I reached out to the company at least a half a dozen times trying to get support for the item and have not received an answer to my emails. I am not asking for my money back only help in getting the device operational again. This has to do with a Monument 1 photo device and I have seen other people who have posted on sites saying they have also had problems and cannot resolve them because the company's support site is not operational.

    • Initial Complaint

      Date:01/11/2024

      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.
      In the past 5 months I must have sent you 25 emails and direct messages on your website as my Monument 2 is malfunctioning and has the ***** LIGHT for which you state I am required to contact you for help. If you have such an unresponsive customer service, how can you dare selling this still on your site?!Monument is my way to store ALL my pictures and videos. I cannot afford to have problems with it, nor with you.Is this how you thank me for backing up both your kickstarter campaigns?! You should be ashamed of yourselves.

    • Initial Complaint

      Date:06/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 as a Christmas gift. When the product was first plugged in it had a burning smell, it started to search for photos as described, found and backed up less than 20 of the hundreds of photos on available. At this point it completely stopped working. No additional photos were backed up. Contacted Monument labs through their support email. Only to receive an automated response. Attempted multiple times to get support always getting automated responses. No customer service phone numbers listed.

      Business Response

      Date: 06/28/2023

      Thank you for reaching out, we're happy to help. First of all we're sorry to hear the experience.

      If there's a smell, please disconnect the device from power outlet immediately and follow the instructions on our warranty page and ship the unit together with the power supply to the below address. 

      Monument Labs, Inc. 
      *****************************************
      Ste 1212
      *******, ** 60540

      Once your device is received and inspected:
      - If the unit was not damaged due to misuse, we can issue a refund.

      - If the device is damaged due to a misuse, we can repair or replace your unit for a service fee. 

      - If the unit fails due to a defect in material or workmanship, we can repair or replace it free of charge. 

      We'd like to kindly remind you that if you attempted to install an *** drive, using a compatible *** drive is user's responsibility and any damage resulting by the use of incompatible *** drive or not following the steps on the installation guide voids the warranty. Instructions for installing the *** drive can be found in the manual and our support page: ***************************************************************************************;

      Please feel free to reach out to us if you have any questions.  

    • Initial Complaint

      Date:10/14/2022

      Type:Delivery Issues
      Status:
      Answered
      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 product called Monument 2.0. The makers sent details claiming the item would be shipped by September of this year, and they claimed 98% of units had been shipped. but stopped communicating in July. I have tried several means of contact with no response. I want a refund.These are the details on the item. They still seem to be taking orders on their website.Contribution ID **** Contribution Date November 21, 2021 Selected Perk Monument 2 SSD 2TB $449 USD Monument 2 SSD 2TB * Save $50 off the planned MSRP * Built-in 2TB SSD storage included ? Taxes and duties will be collected after the campaign.Estimated Delivery Date Original: May 2021 Current: February 2022 Included Items 1 x *************** supply 1 x Monument 2 SSD - 2TB Subtotal $449 USD Shipping $15 USD Total $464 USD

      Business Response

      Date: 10/14/2022

      Hi,

      Thank you for reaching out. We apologize for the delay. 

      We can confirm this order placed through our crowdfunding campaign on Kickstarter which is a platform for pre-ordering products and support ideas. As mentioned in our regular updates, we could fulfill most of the pre-orders and due to the global supply chain issues, some orders that contains built-in SSDs are significantly delayed. We're reaching out to the backer to cancel this order and issu a full refund. 

       

      Please feel free to reach out to me if you have any questions.  

    Monument Labs, Inc. is NOT a BBB Accredited Business.

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