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:12/28/2022
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.
I signed up with Canary *************** for a small camera we used in our home. When I signed up the salesman assured me that the service I paid for would be for one full year and It would not renew automatically, so I did not need to worry about canceling anything and that it was all taken care of. My year of service that I paid $100 for has recently ended in December 2022, and my bank account shows another $100 charge for another year. I called canary to let them know they made an error and to cancel my service as I do not even use that camera anymore and I am using a Ring camera now. The Rep. tells me I have service for another year and to call back at the end of plan and cancel it before the renewal date. Also they clearly stated when I signed up that could cancel within 14 days if I was unhappy with service. As of now Ive called 3 times and talked to a Canary Rep and they tell me they will open a ticket and escalate it for their team to look at it and they will get back with me. To which they have not gotten back with me and are giving me the run around. Irecently looked this problem up online and apparently I am not the only one Canary is trying to cheat out of their money.Canary you have to do better how do you expect to have any customers when you clearly are stealing and taking advantage of people.
Business Response
Date: 12/29/2022
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: 01/09/2023
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:

Is this response from Canary a joke? This is the same thing they have told me on the phone the past 3 times Ive contacted them. Their response is they will forward it to senior members and make a decision and will get back with me.
First off I have not heard back from them at all. And secondly I want this account closed and I want confirmation that it is closed. Regardless of their decision on refunding my money. If they do not want to refund the funds my next course of action will be to call my bank and dispute the charges. Also I will be making post on all my social media accounts to watch out for these crooks and to not conduct business with Canary and cancel immediately.
Thank you for your help to resolve this matter. This is my first time to lodge a complaint with the BBB so I am not sure if all the other steps I need to take.
Thanks
***************************

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

Sincerely,

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

Business Response
Date: 01/10/2023
Hi there, thank you for your response. I understand the support team has been in regular contact with you using multiple tickets and have requested you provide them with either a telephone number or email address that you used to cancel before the renewal date. They will be happy to provide a full refund if you are able to please provide these. Please respond to the open ticket that you have been using to correspond with the support team and they will be happy to assist you further.
Initial Complaint
Date:12/26/2022
Type:Sales and Advertising 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.
I purchase my canary All-In-one security camera in 2017 for ******. This device was advertised to have motion detection, 30 second recorded clips that would be stored for 24 hours. This was the primary reason I purchased the device. The company has no removed the functionality of the previews of the motion, the recording of clips, and storing those clips for 24 hours. This is a typical bait and switch where they now expect you to pay a yearly subscription to receive those features on top of paying for the devices. I would like others to be aware of these poor business practices and to stay away from this product as well as have the company stick to their advertising of the recorded clips and previews that last 24 hours for review. If the company isnt willing to give back those features, I would like a full refund.
Business Response
Date: 12/27/2022
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: 12/28/2022
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:12/13/2022
Type:Product 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.
Canary has been charging me for the last 4 years despite the fact that I dont have any working devices. I contacted them to cancel for the next year once I realized but they refuse and tell me that I will have premium service for the next year and my account will be cancelled then. I would like a refund for the next year as I dont have a canary device anymore as it stopped functioning.
Business Response
Date: 12/14/2022
Good day,

Customer signed the Terms of Service in 2018 and opted for auto renewal. Each year prior to the renewal, an email reminder is sent. Customer has the option to self-cancel, reply to the email, send an SMS, open a chat or call us prior to the renewal which did not happen. Service renewed on November 15, 2022 per our agreement. Customer first reached out to the ** team on December 6th, 2022. The camera is still active on the account and has *************** until the cancellation date of November 15, 2023.

As a gesture of goodwill, we will cancel as of today and issue a refund for the most recent charge and downgrade the active camera to Basic (free) service.
Customer Answer
Date: 12/16/2022
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:11/27/2022
Type:Service or Repair 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.
We have asked on numerous times this year, starting September 26th, to be disconnected from their service.The company has charged our account automatically, since they have our credit card on file and refused to reimburse us, time after time. We have contacted *********** the credit card issuer, and asked to stop payment and issue the amount charged on the card back in to our account ********** said its between us and the company and could not do it.Canary, security system company, still refuses to do so We need help to cancel their service and get our money back
Business Response
Date: 11/28/2022
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: 11/28/2022
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:11/10/2022
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.
I was an early adopter of Canary. Like others have stated, I paid $150 for the camera with promises of the free features (video clips, 30 day cloud storage, etc). I actually still have the box that promises the free features. And like others I received an email from the company saying that all of the free features would be going behind a pay wall. As a consumer, this was completely unfair, and the company should have grandfathered early adopters to continue to use the advertised features for free..
Business Response
Date: 11/11/2022
Hello, thank you for 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:11/04/2022
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.
I purchased multiple canary cameras for my home and since I purchase Them I consistently have issues with them. After time and time again of trying to contact Canary for help they always state they will get back to you with 1-2 days ( they never do). Now they changed there service and you have to pay a monthly fee. I do not want to, due to having so many issues with them. Then I get an unauthorized charge on my card for $106.92 after they are closed so I cannot cancel. I call the next day and they tell me I cannot get a refund but they will gladly cancel my service. What? After email after email telling me the same thing they refuse to give me my money back. I should be able to call one business day later and have a refund issued and cancel the service. The only reason I bought it is because it was free and they gave me one year of premium service for free. I honestly did not remember and they should allow the honesty to customers to be able to cancel. Please give me my money back.
Business Response
Date: 11/09/2022
Hello, thank you for 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:10/20/2022
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.
Replacement of Canary cameras (4) with Ring cameras of comparable functionality.
Business Response
Date: 10/21/2022
Hello, please respond with the email address you used to set up your Canary devices and we will look into this further.
Initial Complaint
Date:10/18/2022
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.
My debit card expired in August and I did not update it on my Canary account. My grandmother went into the hospital on 9/17, and I received a reminder email on 9/22 that I would soon be charged for the yearly $99 subscription. Given what was happening in my personal life, I could not reach out to Canary before I was charged on 9/29. I have called three times and asked for some understanding, a refund, and an explanation as to how they charged me if my debit card on file was expired. My grandmother passed away on 10/13 and I am now pursuing this more actively. I have only received lackluster updates that my situation has been escalated. I am extremely disappointed and am seeking a refund.
Business Response
Date: 10/19/2022
Hello, thank you for 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: 10/20/2022
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 been advised that a refund is not possible, and have been offered a free year of premium service however I am pending confirmation of what that means exactly, where I have been charged for October 2022-October 2023. I need to know if a free year of premium service covers 2023-2024. My device has gone offline today and is unable to connect to the Internet, not sure if that is related.
I am also still pending a reply to why my debit card was charged when the payment method on file expired and I had not updated before I was charged $99.00

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

Sincerely,

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

Business Response
Date: 10/21/2022
Hi there, thank you for your response. We understand you are in daily correspondence with a senior member of the Canary team and is working with you to find a resolution. Please respond to their emails if you have any additional questions.
Initial Complaint
Date:10/05/2022
Type:Product 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.
On 8/10/22 I paid $105.29 for an upgrade service for Canary Home security system. Canary promised a $100 **** card when I signed up. On 9/13/22 I was sent an email to claim my **** card. After completing all the questions I received a message that there was a problem and they would correct it. (See supporting documents) After that I could never reclaim my **** card. I emailed Canary for help on 9/16/22 and got this message : ** ************* *** ******* ** ***** **** ******* **** ******* *** **** ******** *** ***** *** **** ** *** ** **** ** ********* *** ******* ***** ******* *** *** ****** * ***** ****** *** ******** **** **** * ********** ** ** ******.No response after that message. I have tried to reach out to them again but no response. I would just like to get my $100 **** card as promised or refund my $105.29
Business Response
Date: 10/06/2022
Hello, thank you for bringing this to our attention. According to our records, your gift card was claimed on September 13th, 2022. Can you please reach out to Rybbon support and they will be able to look into this further.
Customer Answer
Date: 10/06/2022
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]
The response is just a bot from a computer Ive already had that response and no one as responded

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

Sincerely,

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

Business Response
Date: 10/07/2022
Hello, thank you for your response and confirming your communication from Rybbon directly. Please respond with the ticket number you have with them and we will investigate this further on your behalf.
Customer Answer
Date: 11/07/2022
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:09/27/2022
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.
In 2018 I paid $149 for a security camera that was advertised as including certain features without need to pay a monthly subscription fee. The free features were the only reason I chose this product, noting that one-time price was excessive for the hardware alone. In, or around, September 2022 the company changed their terms, apparently retroactively. The free features no longer work and the company instead advises that we need to pay a monthly fee for the services that were advertised as free, and were free until now. The features in question include being able to actually see the video clips recorded by the security camera. Accordingly, the camera is rendered useless without paying a monthly subscription. Responses from the company are vague and generic, as if coming from a robot, and nothing is resolved. This seems to be a textbook bait-and-switch scheme.
Business Response
Date: 09/28/2022
Hello, thanks for reaching out and bringing this to our attention. We have forwarded your inquiry over to our senior support team, however, we could not find your details in our system. Could you please reply with the email address linked to your Canary account and we look forward to help find a resolution here.
Customer Answer
Date: 10/03/2022
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 generic (form) response from the business requests personally identifyable information related to the use of a smartphone app, which was not part of the purchase in question. I have already contacted the business and provided the requested details but matter remains unresolved. Specifically, I can no longer view video clips recorded by the security camera without paying a monthly fee. This is contrary to the terms at the time of purchase, and the advertised features that included access to the recorded clips for up to 30 days at no additional cost.

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

Sincerely,

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

Business Response
Date: 10/04/2022
Hello, thank you for your response. We have searched our system using the information provided in this message and no account was found which makes it difficult to find a resolution here. We understand and value your feedback. Our Terms of Service have always referenced our ability to update our services from time to time, as is the norm for online services.These Terms of Service are part of the understanding between us and our customers. We undertook this update to our services to better align them with the current market for smart home services.Thank you for your support and understanding, and please dont hesitate to reach out to us at [email protected] using the email address that you used to set up your Canary account.

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Canary is NOT a BBB Accredited Business.