Business Profile

Security System Monitors

Canary

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

84 total complaints in the last 3 years.
24 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.

Initial Complaint
Date:04/18/2023
Type:Service or Repair Issues
Status:
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.
Brought a canary camera 4 months ago, device goes offline regularly, microphone doesnt work. Repeatedly removed and reinstalled the camera as well as app. Camera will only work sitting next to router in a room I dont need a camera. **************** is repetitive in the answers, always escalating the issue to a specialist who then escalates it again.Have ring cameras thar work with no issues. Followed all the instructions customer services required and brought an extended warranty that they maintain I can not use because the camera works by the router but once you move 3 feet from router goes offline.I had camera in living room approximately 25 feet from router, worked fine and then quit working. Multiple calls to my cable company, confirmed there is nothing wrong with cable or Wi-Fi connections.Phone number to reach Canary Headquarters is not answered as Canary but medical device company.
Business Response
Date: 04/19/2023
Hi *******,

Thank you for your feedback. Your camera connects and works as expected for 24 hours and then no longer works. Your IP address is then changing to a new one which knocks your camera offline - this is called a dynamic IP address or one that changes in timed intervals. The agents asked you to contact your internet service provider to assist with using a static IP or one that does not not change every 24 hours in ******** terms. Sometimes they have to do this for you and other times this is something you can set yourself via the router settings.

Related to your microphone: you have to press and hold to record your message from within the app which is then sent to the camera - this should be longer than 3 seconds.

We would not offer a replacement of the camera as the exact same issue will happen with the replacement. You must secure a static IP or one that does not change every 24 hours unless you want to reinstall the camera on a daily basis.
Initial Complaint
Date:04/07/2023
Type:Billing Issues
Status:
ResolvedMore 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.
February 2023 I was going to close one of my ****** Citi accounts and discovered that Canary had charged me $176.00 for their super service..The problem was I have not l had an account with the company since June of 2019. They refuse to pay back the bank. I could ask for all of my money back from 2020 to current but am only asking to have them take back what they have charged me for 2023. They are refusing to pay back the bank. Not good business practices.. Thanks for your help..
Business Response
Date: 04/11/2023
Hello, thanks for reaching out and bringing this to our attention. We have forwarded your inquiry over to our senior support team, and someone will be reaching out shortly to help find a resolution here.
Customer Answer
Date: 04/11/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:All fact are not accurate. I would never gift a product to my daughter that costs $176.88. In their letter to ********* they stated they sent me renewal emails. I didnt receive them. If what they stated was true I would have told them to cancel. They charge me for their service from 2020 thru 2023. I only found our there was a charge on my credit card from Canary was when I wanted to cancel my card in February of 2023.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 04/12/2023
Hello, thank you for your response. We understand a senior member of the support team is in contact with you. We will ensure a member of the team contacts you today.
Customer Answer
Date: 04/17/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*************************
Initial Complaint
Date:03/29/2023
Type:Product Issues
Status:
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.
Same exact issue as the others complaining. They pretended there was some kind of promotion so that they would fail to actually send out the promotional card supposedly worth $100 but you had to send them money first. $100 before tax was the charge on my card, and I never got any service for anything from Canary. The only acceptable resolution is a full refund and never contact me again.
Business Response
Date: 03/31/2023
Hello, thanks for reaching out and bringing this to our attention. The Gift card that was sent to you, to the vale of $100 and has since expired after 90 days. We have forwarded your inquiry over to our senior support team, and someone will be reaching out shortly to help find a resolution here.
Initial Complaint
Date:03/29/2023
Type:Order Issues
Status:
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 canceled my service on the renewal date and they refuse to issue refund. Nowhere in the agreement does it specify that I have to cancel 24 hours in advance of my renewal date. I asked them to please show me if Im wrong and the ceased communication with me.
Business Response
Date: 03/30/2023
Hello, thanks for reaching out and bringing this to our attention. We have forwarded your inquiry over to our senior support team, and someone will be reaching out shortly to help find a resolution here.
Customer Answer
Date: 03/31/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because I canceled my service on the renewal date and company is refusing to refund auto payment. Their resolution is to add additional year of service which is not acceptable.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Customer Answer
Date: 04/12/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have asked several times to be provided with copy of the contract stating that I am required by Canary to cancel service PRIOR to the renewal date of service and have not received a copy. I canceled service on the renewal date therefore I am requesting a refund. I do not want more service, an extension of service or any other continuation of service or additional Canary products period.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 05/11/2023
Hello, thank you for your message. As per your request, please find attached a link pertaining to our cancellation policy: *******************************************************************;
Initial Complaint
Date:02/28/2023
Type:Product Issues
Status:
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.
Transaction Date: Feb 22 2023 Amount: $105.93 I was auto-billed for the next 12 months for Canary ***************** I was not aware I would be billed for this and it not a service I want or that I can use since I no longer use the Canary platform. Since this was a surprise charge for something I'm not using and did not request I would expect a refund of this charge. The same day that the unexpected charge was posted to my credit card, I immediately contacted Canary customer support by email about the issue and received no response for 7 days at which point I followed up on the email which was then responded to - However customer service offered no help or understanding of this matter, insisting that I pay for a year of premium service that I don't want and don't use.
Business Response
Date: 03/01/2023
Hello, thanks for reaching out and bringing this to our attention. We have forwarded your inquiry over to our senior support team, and someone will be reaching out shortly to help find a resolution here.
Initial Complaint
Date:02/24/2023
Type:Product Issues
Status:
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.
On May 8, 2022 I took advantage of an offer from Canary to existing customers to upgrade my *************** to one year of ***************** for $99 and receive a "free $100 **** gift card" using promo code **********. An e-mail from a Canary **************** representative to me on April 22, 2022 makes this offer and explains the process. I have been unable to redeem/use my gift card because Canary alleges that I "claimed" it on 5/31 and it was only valid for three months. I have no recollection of "claiming" or "activating" the gift card on 5/31 and have no record of doing so. Since December 2022, I've had multiple e-mail exchanges and phone conversations with Canary **************** and its gift card issuer, Rybbon, to no avail. Neither entity can provide details on how the gift card was "claimed" and what prompted its expiration. I've been passed back and forth repeatedly and ultimately feel that this upgrade offer was bait and switch. I am hopeful for a resolution and elected to contact BBB as a last resort option after many futile attempts to engage Canary directly. The company's "Senior Support Team" has provided no meaningful assistance and seems unwilling to meaningfully address the issue at hand.
Business Response
Date: 02/27/2023
Hello, thanks for reaching out and bringing this to our attention. We have forwarded your inquiry over to our senior support team, and someone will be reaching out shortly to help find a resolution here.
Customer Answer
Date: 03/14/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Regarding complaint # ********.

Business has not contacted me to find resolution as promised in their initial response.

Begin forwarded message:

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 03/15/2023
Hello, thank you for your response. We understand a senior member of the support team contacted you on February 27th, 2023. We will ensure a member of the team contacts you today.
Initial Complaint
Date:01/19/2023
Type:Sales and Advertising Issues
Status:
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.
Canary service has been charging me for over 3 years and have not use the service. Im not sure how the company continue to charge the card even filling a fraud dispute with my bank. I requested a new for the company to stop the charges and they still able to charge my account. I ask my daughter to assist me in canceling the disputing the charge , she was able to formally cancel it and sent an email to stop charging the card. And yesterday after the email asking the company to stop the service immediately, they manage to charge my card again! This se to be an inappropriate business practice and its not right! And reading similar complaints this seems to be a pattern and this is not okay. I want a refund back and stop charging my card!
Business Response
Date: 01/25/2023
Hello, thanks for reaching out and bringing this to our attention. We have forwarded your inquiry over to our senior support team, and someone will be reaching out shortly to help find a resolution here.
Customer Answer
Date: 01/26/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Someone reach out claiming that I renewed the service. I asked my daughter to help send the email that I have not use the service for several years, I requested to stop unauthorized charges and no longer want the service immediately. Please stop! I dont want the service and refund the $99.00 please.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Customer Answer
Date: 01/31/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Canary reach out again in separate email, the customer service confirmed that service is canceled and longer charged my credit card. I want a refund of $99.00 service is NOT needed! Stop charging vulnerable customers, especially like myself that is not computer savvy. If this continues Ill ask my daughter to report this to consumer affairs because Canary is pushing service that people dont want. Stop charging my card and refund the money!

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 03/16/2023
Hello, thanks for reaching out and bringing this to our attention. We have forwarded your inquiry over to our senior support team, and someone will be reaching out shortly to help find a resolution here.
Initial Complaint
Date:01/18/2023
Type:Billing Issues
Status:
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.
On 01/08/2022 I signed up with Canary security cameras for services for $ ****** , I was nt happy with services but stuck it out .I recently found out my account was debited again for an annual subscription without my permission . I never signed up for automatic renewal and there was no warning before they debited my account once again . This company has no customer service information posted and puts the consumer through all kinds of road blocks for information you would need to contact them .All I want is my account closed and refund of my money >
Business Response
Date: 01/19/2023
Hello, thanks for reaching out and bringing this to our attention. We have forwarded your inquiry over to our senior support team, and someone will be reaching out shortly to help find a resolution here.
Customer Answer
Date: 01/20/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: The three members I spoke with or chatted with basically said nothing or lied about information I requested . The problem is automatically billing me for a subscription I didnt want or sign up for . They play these games and when you try to contact them its virtually impossible to do so .

[Your Answer Here]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 01/25/2023
Hello, thank you for your message. We understand a senior member of the Canary support team has written to you. Please kindly respond to their email with any further questions.
Initial Complaint
Date:01/14/2023
Type:Product Issues
Status:
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.
1/14/22 I was charged for a service canary told me I couldnt receive unless the equipment was reset by the original owner. I purchased from someone second hand. When told that I couldnt receive the service and then charged I called in to get a refund of the charge that should have already been cancelled and I confirmed and they refunded my money. Now an entire year and no charges/activation/subscription they charge me $105.93. Poor business practice, at best. I dont understand how an entire year later, after cancelling and refunding my money, Canary is charging me for services that are not only inactive but also never received. Sincerely, a mom of four who doesnt have time for $105 to go missing out of nowhere with nothing to show.
Business Response
Date: 01/16/2023
Hello, thanks for reaching out and bringing this to our attention. We have forwarded your inquiry over to our senior support team, and someone will be reaching out shortly to help find a resolution here.
Customer Answer
Date: 01/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have not received a refund as of yet but I was told I would be getting one. This being the second year in a row to have money withdrawn from my account without permission and after canceling the service I never received isnt very reassuring. Once my refund is processed I will accept. However to other consumers, DO NOT BUY CANARY CAMERAS SWCONDHAND UNLESS IT CAN BE OR HAS ALREADY BEEN RESET BY THE ORIGINAL PURCHASER!
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 01/17/2023
Hello, thank you for your message. A member of the Canary support team has written to you. Please let them know once you have received the refund. It can take a day or two to be processed by your Bank.
Initial Complaint
Date:01/13/2023
Type:Customer Service Issues
Status:
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.
7/29/22 unauthorized charge of $6.04 8/10/22 unauthorized charge of $5.58 12/29/22 unauthorized charge of $79.49 The $79.49 was supposed to be $49.90.Canary is quick to reach out to ask for their money. They however do not consistently respond to emails or any other correspondence when there is a question about billing that is not in their favor. When you finally can get through to them they just yes you and never follow through with what they say they will do to rectify the situations.
Business Response
Date: 01/16/2023
Hello, thanks for reaching out and bringing this to our attention. We have forwarded your inquiry over to our senior support team, and someone will be reaching out shortly to help find a resolution here.

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Canary is NOT a BBB Accredited Business.