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Business Profile

Electronics and Technology

Ubiquiti Networks, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronics and Technology.

Complaints

Customer Complaints Summary

  • 24 total complaints in the last 3 years.
  • 6 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:04/07/2023

    Type:Customer Service 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 have been trying to get support for there UAP devices and in which I have been hit with nothing but road blocks. The people they employee are not helpful in slightest. I have several UAP-AC-Pro that are not working correctly and I cannot get anyone form the company to assist me. There tier 1 support is anything but helpful. Tier 2 just sends you articles that are not relevant to anything that you are asking for help with. They offer no phone support or anything that would be remotely close to helping the customer. Chat is useless in getting an issue resolved. I have been asking for over 3 months for help and I am not getting anywhere with them.

  • Initial Complaint

    Date:04/05/2023

    Type:Service or Repair 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.
    Ubiquiti Networks Access Reader Lite is a Modern NFC and Bluetooth, W125876669 purchased on November 30, 2022 rma submitted on Ticket ID: ********** Feb 28 even though the item is available for purchase on their website they keep telling me it is not available to warranty this is a door access device

  • Initial Complaint

    Date:03/31/2023

    Type:Service or Repair 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.
    Over the last few years our company has ordered several products from UI.com, the last few orders kept getting cancelled I've reached out to the company / UI.com regarding this. I was informed that my account is blocked from ordering due to our company doing a chargeback for an order that ******* the shipping company UI has sent our order out with, *** delivered to the wrong address. UI.com stated I should have done the dispute with their company versus disputing with our credit card. I let UI.com know we don't have time the file disputes with the company and wait for reimbursement it's easier for us to file a dispute with our credit card company and reorder the product. And let our credit card company deal with the company. UI.com opened an dispute with *** and *** has confirm they did indeed deliver the package to the wrong residence and reimburse ******* as of today 3/31/23, my account is still blocked and because of ***'s mistake I can only communicate through e-mail versus asking for a phone number to speak with someone in corporate. I keep getting denied for a phone so i can call UI and deal with this over the phone. I have tried working with the company asking can we please ship my orders with signature required or they could even ship my order to the *** store where we have an address. UI is holding us responsible for USP fault and wanting our company to reimburse them for the product again after *** has already paid them. I'm trying trying to work with UI.com without having to take them to court. this is my last attempt before I file a small claim lawsuit hopefully, we can put this be hide us and find a better shipping solution so there's no more problems. holding a customer responsible for USP mistakes is not right.

  • Initial Complaint

    Date:10/28/2022

    Type:Service or Repair 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.
    Order ******** Ticket ******* Hi I am contacting you because I have had an issue with my *** since receiving it, where its signal is almost non-existent 10 feet away from it. My current unit is a replacement due to the fact that i had the same issue with the original *** I rec'd however nowhere near as severe. I at least got a weak signal most places in my home. I then thought it might be caused by a setting or an unrelated setting causing a bug. However, I have changed and experimented with every setting and toggle (including AI related ones), channel settings and transmit power. Also my system is set to automatic update so it is currently on the newest firmware. I first contacted your customer service on ******* and have been in contact ever since with no resolution on my issue. I originally contacted them with the hope that they would be able to provide me with ideas on what could be causing my devices behavior. However, I have been given rudimentary support starting with telling me to manage my expectations and support articles, with no clear direction on how to resolve the issue. I have proven there is no RF or channel interference and provided it to support. However, they continue to focus on basic ideas (ex: right now they are focused on where my *** is placed, however I have never had an issue with anyother access point or router in this location) and treat me as if though I am stupid. I am a ***** certified network technician and have a firm grasp on networking. I now have a chain of 19 emails going back 2 months, with no actual help solving my issues. I have informed them that my fear is that you could have had a bad batch of units come off the factory due to the second *** in my order was deployed in a different house and is having the same issues, just less severe. What I am requesting is that someone with actual technical knowledge of your products and their known issues contact me to resolve issue. I have included the email chain, RF and ch scans. **

    Customer Answer

    Date: 11/22/2022

    Better Business Bureau:

    At this time, I have not been contacted by Ubiquiti Networks, Inc. regarding complaint ID ********. However, I have continued to try and communicate with their first level customer service and as stated in my original complaint they have been no help barely even responding.

    Sincerely,

    *******************

  • Initial Complaint

    Date:08/22/2022

    Type:Service or Repair 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 have been using Unifi products for many years now. I own a massive lineup of their Network products. in mid-July, I updated the firmware on my UDMP to UniFi OS UDM Pro 1.12.22. Since the update, specific sites will not work when connected to UDMP. I opened a support ticket with a ubiquity on July 12, 2022, at 17:46 (Request #*******) and have been working with them for over a month; in this time, a tech(not mentioning name here) has called me once every Friday and spent multiple hours collecting logs. At the end of each call, he tells me that my case is escalated, nothing happens for another week, and then repeats the log collection. Earlier this week, I emailed the ticket and told him I would file this complaint if I were not provided with an acceptable solution by Thursday. And then I was told I needed to run another update to the most up-to-date version to see if this solves and if not, then they will escalate it to the dev team. Which did not resolve this issue, and I have notified that of the status.I asked this tech to replace my UDMP with a UDMP-SE because of all the inconvenience they have caused. I have not been able to make any progress with them at all. With no working solution or any replacement unit, I have now been forced to file this complaint with BBB with the hope that you can assist me in getting help from their management team. I want Ubiquiti to send me a UDMP-SE as a replacement for my unit, which is partially broken due to their firmware update. As of writing this complaint, I have multiple issues with the unit, and I have been updating my supporting ticket asking for urgent help and have not heard back from their support team. Please provide me with a replacement UDMP-SE unit or fix my issues ASAP

  • Initial Complaint

    Date:08/03/2022

    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 am running into hardware issues with their product I have submitted three support tickets in the last week and have not received support. I need this resolved before making a decision to return this equipment.

  • Initial Complaint

    Date:07/08/2022

    Type:Customer Service 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.
    Total lack of customer support (specifically technical support) to resolve issues with Ubiquiti's Unifi networking products, although Ubiquiti's website and documentation promises 24/7 support. No emails. No chats. No telephone calls. Complete silence

  • Initial Complaint

    Date:06/13/2022

    Type:Service or Repair 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.
    This is in regard to a complaint that Ubiquiti has violated the ***** Deceptive Trade Act - Consumer Protection Act. Ubiquiti advertised and sold me on a camera system that included a Unifi console, video recording storage, cables, instillation etc. and ubiquiti advertised that I was able to add more cameras to the system, however, 12 of their 13 cameras have been available for MONTHS. I have requested to be updated on the G4pro in stock update over 9 months ago, but still can not purchase the camera. The camera system is not really expandable because Ubiquiti is still selling camera systems, without any cameras available for sale.

    Customer Answer

    Date: 07/08/2022

    Better Business Bureau:

    At this time, I have not been contacted by Ubiquiti Networks, Inc. regarding complaint ID ********.

    Sincerely,

    ******* ******

Ubiquiti Networks, Inc. is NOT a BBB Accredited Business.

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