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:11/20/2023

  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.

  On Oct 31 I received a camera from this company. I followed the directions and charged the battery fully. After installing, and checking back later, I found the camera stopped working. I checked all settings and recharged the camera (advertised for 2 hours of continuous recording). I set it up to record on motion only to extend battery life. After the second time if it dying, I recharged it fully and then timed the battery, which lasted for about 15 minutes. I called and emailed the comoany on Nov 1 notifying them of my item number (CWS-PNZ-N) and the charge of $108, asking for a refund and return authorization. After multiple emails and calls (Nov 1, Nov 2, Nov 3, Nov 4, Nov 5, I found another number and spoke to "****" who asked I forward emails to his gmail ********************* He sent a return authorization and I returned the camera as per his instructions. It was tracked and arrived at their ofice on Nov 10th. I have yet to receive my refund (also part of their 100% satisfaction guarantee). I have again emailed them Nov 17th and today with no response as to my refund

  Business Response

  Date: 11/20/2023

  ****, 
  
  We apoligize for the issues you had with the camera. The specs listed on the website for the unit you purchased state a 20 min battery life. The unit you purchased is very small, therefor it has a small battery wich results in small batttery life. We insert a business card in every shipment with a USA  tech support call center phone number where we log all calls. We did not receive a call from you phone #, its possiable you misdialled the #.
  
  We refunded all your money and sent you the receipt for the refund.  Rest assure you have been refunded.
  
  We thank you for your feedback.

  Customer Answer

  Date: 11/20/2023

  
  Complaint: 20897160
  
  I am rejecting this response because:
  
  I have not received a refund. 
  
  Regards,
  
  *******************

  Business Response

  Date: 11/21/2023

  Customer need to wait unitl the Credit Card compant processes his refund. We have no control over his banks processing speed.  Typicaly banks take 3-5 days to pocess the refund. We have the receipt of the refund and forwareded it to the customer however the customer will not take the refund receipt as proof of the refund.  He will have to call his credit card company and see whats taking so long. We can attacghe dth refund receipt to the message however it contains personal information and we are not comfortable doin this.

  Customer Answer

  Date: 11/22/2023

  
  Complaint: 20897160
  
  I am rejecting this response because:
  

  Once again this company is full of lies.  They have not refunded my money, they have not sent me proof of a refund (as per their email) and they continue to violate their own "hassle free" return policy.  I have emailed them daily asking for a refund and proof of a refund, yet they have never emailed me showing proof.  If they actually refund my money in full I will immediately update this BBB file.  I have also forwarded all communications with this company to the BBB to attach to the file showing my attempts to rectify this issue with no response from their company.

   

  Good morning.  I responded to the complaint but wanted to edit it with a little more info.  From the company website they have this:

  
  

  Rechargeable battery/plug-in work dual mode:Built-in rechargeable 520 mAh battery,allows at least 1.5 hours continuous video recording after full charge, or you can simply connect it to a power supply for immediate use.
  

  
  

  However in the response to the complaint I filed they said the product only has a 20 minute battery life.  I was hoping to protect other consumers from being taken by this company and the excessive lies and false advertising they are doing.

  
  

  
  
  
  Regards,
  
  *******************