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:01/24/2023

  Type:Product 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 an app service to use cameras I bought, through Hubble Connect (which is owned by Binatone) in January 2021. I never agreed or signed up for auto renewal with this company. Their service was terrible and I stopped using it about six months after I signed up for it. I have now just found out that they charged me $149 (auto renewal) in January ************************ another $149 today, January 24, 2023 (which they also claim was for my yearly auto renewal.) *********** has no phone number available anymore. I was only able to chat via txt with someone who said there is no possibility that they will refund me any of the money they unlawfully charged me. They claim I signed up for yearly auto renewal -- but that is a lie! I don't know what else to do. I would greatly appreciate any help you can give me.These are two of their websites:************************************************************************************ ****

• Initial Complaint

  Date:12/31/2022

  Type:Product 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.

  Date of transaction 4/13/2022 (receipt uploaded)Amount $162.39 (receipt uploaded)Purchase was for baby monitor. My infant was not ready to be in her crib at that time, but the monitor looked like what I wanted. So I made the purchase. When I did set it up, the camera worked for less that a week. I reached out the ***************** via chat, and spoke with ****. He offered to send out a replacement camera. I was told that the replacement would arrive in about 10 days. After 3 weeks, I got on the chat again and spoke with **** again, who said the camera was just about to be shipped. second camera arrived, it arrived and worked one night. I contacted the company again, asking to speak to a Supervisor, and was told they were not available, either via telephone or direct email. At this point, I asked for a refund.On 12/20/22, I received an email from Customer Support ******************* Connected Reputation Manager) telling me that I was not eligible for a refund, because the product had been opened and it had been longer than 14 days. I explained AGAIN, that I had not set up the device right away, because my baby was too young. I had gone through 2 defective camera and not at all satisfied with the product. After reading several of the BBB complaints, I can see that I am not the only dissatisfied customer. I can provide emails, if desired.

• Initial Complaint

  Date:12/09/2022

  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.

  On 11/20/22 I contacted support regarding a nursery camera no longer working. On 11/22/22 it was determined that it needed to be replaced via warranty and I was told that I would receive my replacement in **** business days. After that timeframe passed I reached out to support again where I was given a tracking number that said the label was created on 12/5/22 but nothing has happened with it since. Multiple times I was told a supervisor would contact me regarding the delay, but no one has contacted me yet. I still have a nursery camera that does not work, am waiting on a replacement, and have been given several different excuses as to why they have no shipped the replacement owed to me through warranty. **************** is basically non existent and Im approaching a month with a product that does not work and qualifies to be replaced under warranty.

• Initial Complaint

  Date:10/27/2022

  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 purchased a camera device a few months ago. One of the cameras stopped working, and I went through the return process. Overall the process has been frustrating and unacceptable. The fact that I can't communicate with anyone by phone and the number of steps required to do a return is intolerable. I submitted the camera early September but still have not received the replacement. I have been told multiple times to wait as it's being processed. That was three weeks ago when a shipping label was created, and the status has stayed the same. I have used their online support on their website. Each time I get the same response that there is nothing they can do and the supervisor or manager is unavailable. As a company, you should have a process to be able to file a complaint at least, and so far, I have yet to be successful. I am dissatisfied with the customer service and the company as a whole. I won't recommend or suggest this company or device from now on. This is not the customer support I would expect from a supposed "High-Quality camera system." I have now gone two months with no camera for my infant child and have had to buy another from a separate company. Binatone does not care about there products or customers and seems to make it its goal to make it impossible to get returns or exchanges through them. Best Buy should drop its products.

• Initial Complaint

  Date:10/20/2022

  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 purchased my Hubble Connect baby monitor on November 25, 2021 for $165 from buybuybaby.com. I did not use the product right away and in the past month we started using the product when my baby girl turned 6 months and she started sleeping in her crib at night. The first night we used the monitor, it started flashing on and off. After resetting the product several times and having no luck. I contacted the company since my monitor is still under warranty until Nov 25, 2022. The customer service rep has messaged back and forth about the steps to reset the device as I had already done. They made me wait 5 days after the process and then share screen shots of the monitor screen for the current firmware update. This did not resolve the issue, so they told me I would be sent a replacement monitor, which under there warranty would be either new, used or refurbished. I received a model with a scratched screen, which is not pairing to my camera. They are expecting me to pay the postage to send back my monitor, camera and the replacement monitor they sent at my expense. I believe this is unacceptable, since they can not guarantee I will be sent a new product. My monitor and camera are brand new and I am of the opinion that they should either be sending a new replacement product to me or at the very least refunding the amount I paid for the product. Thank you for your time and consideration in this matter. ***************************

• Initial Complaint

  Date:08/25/2022

  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.

  We bought the Hubble baby monitor in April 2022. Early august 2022 one of two cameras stopped pairing to the monitor. We have been in contact (via email) with support to get the issue resolved. Its been weeks and we keep getting asked for videos of us resetting the monitor/camera. Videos of us trying to pair the camera to the monitor. Weve done this OVER 20 times and its not working. They do not provide a phone number. I have tried live chat and currently have been waiting over an hour with no update. Our monitor is under warranty and we are entitled to a replacement camera. They will not answer my emails/ chat anymore and we are out almost $300.

• Initial Complaint

  Date:08/21/2022

  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 tried to claim warranty for baby monitor purchased within period. Sent in supportive evidence and videos and binatone/Motorola assured me in January 2022 I would receive a replacement. Delays were blamed on supply chain at first. It is now August *************************************************** refusing to answer my questions, refusing to issue replacement product or refund.

• Initial Complaint

  Date:08/05/2022

  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.

  Absolutely horrible product and company. Company knows its a crappy product as they dont allow used returns at all. I have had many issues with this camera system and spent hours of my precious time with new baby trying to fix them and talking to customer service. First issue months ago, was going to set up to WiFi connection but was told if you do that, parent monitor stops working. Many reviews of that nature. Second issue: camera stopped connecting and would no longer pair. Spent hours with customer service who finally said they would sent another camera. Third issue: that camera finally comes in and now the parent unit constantly blinks black every couple of seconds. Spent more hours with customer service who said I would HAVE to set up to WiFi and to the app to update firmware on camera and monitor. Took a while, camera FINALLY updated but the monitor would never give me the option to and just kept saying I would receive a prompt to update it in 30-60min. Now on with customer service for the 6th time will no hope. Over and over there are issues with this monitor and they refuse to give a refund. I want a refund for my camera as it is a faulty product and this is a scam ran by this company. Purchased Nursery Pal deluxe camera set for $172.80 on October 1, 2021. Did not use until March 1st, 2021 for new baby. It is an awful product and the company knows this.