Security System Monitors
CanaryThis 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
- 85 total complaints in the last 3 years.
- 24 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/15/2022
Type:Product IssuesStatus: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 charged me a membership fee that I did not authorize. When the charge came through my account the customer service line was closed and you cannot cancel the membership online. I called the next day and customer service cancelled my service but did not guarantee I would get a refund. They kept offering me gift cards and I explained I do not want this service. They are now charging me for a service I cancelled. I spoke with ***** and she was no help. Ticket reference number *******. **************** refused to let me speak with anyone else regarding this and stated "it is not our policy to". I want a full refund for a service I do not want and cancelled.Business Response
Date: 09/16/2022
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:09/08/2022
Type:Sales and Advertising IssuesStatus: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.
This company began charging for its previously free service and, while that is a disappointment, its not the issue I have with them. My issue is that their cancellation process for annual members is intentionally deceptive. It leads you through a normal cancellation portal and then, on what looks like a confirmation page, directs you to call a phone number to cancel. So while I thought I had cancelled a service I hadnt used in almost a year (because Canary isnt even the 2nd, 3rd, 4th, 5th or 6th best security camera product and service, so we had replaced them with ****** products that are vastly better), I apparently did not and Canary charged me $158.68. I contacted them through 3 methods within 24 hours of this and they still refused to refund it. Its a hard line for them. The phone number is only staffed from M-F 7am-4 pm local time for me. This way of doing business may not be illegal but it is absolutely deceptive, disgusting and I regret ever being a Canary customer. It seems that they count on people trying their premium service and then making it unclear or inconvenient to cancel and then refusing to refund their money. Their customer service, instead of addressing any of my concerns and request for refund, completely ignored them via email and offered me 50% off of next years service instead. Which is the most tone deaf, absurd way to address a customer wanting to cancel their service and requesting a refund. I cant imagine why on earth Canary would encourage their customer service to engage this way with customers. I was already dissatisfied and this solidified the fact that I want nothing to do with this company and will advise everyone I know to avoid doing business with them.Business Response
Date: 09/09/2022
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:09/07/2022
Type:Service or Repair IssuesStatus: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 stopped the green plan and now wants to charge you for video recording. I, like most people in these comments, got these cameras specifically because they advertise free and no monthly fee then all of a sudden it changes. In August, I received an email that said they will send a $100 gift card if you sign up for the premium service. It is now a month later and I have not received the gift card it is a complete scam, do not sign up!! They just steal money! Ive contacted customer service multiple times and each time they tell me to wait a week and guess what still no gift card!! The worst company Ive ever worked with and will never ever recommend these cameras to anyone!Business Response
Date: 09/08/2022
Hello, thank you for bringing this to our attention. We have investigated this and you should receive your giftcard in the next 24 hours. We apologize for the delay. Please reach out to Canary support if this is not the case.Customer Answer
Date: 09/09/2022
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]
It is past 24 hours and I still have yet to receive the gift card so now this is the third time your company has promised the gift card and been wrong beyond disappointed and frustrated and I want to cancel my service and get my money back .
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business Response
Date: 09/14/2022
Hi there, According to our system, your request has been processed and sent to you. Please check your spam folder or deleted items.Initial Complaint
Date:08/31/2022
Type:Service or Repair IssuesStatus: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 have filed so many complaints against Canary. Their service does not work. It gives people the impression that the security system works BUT IT DOES NOT. It is not reliable. It puts people's lives in danger. I bought the units and paying monthly for services that do not work. PLEASE take these people to court. I will if nothing is done against Canary. It does not record nor notify if there is a break-in. Furthermore, ******* occasions that it does work, the delay is so long, that the break in would happen and people will be killed in the house. PLEASE STOP CANARY. Please shut them down.Business Response
Date: 09/08/2022
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: 09/12/2022
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]
Canary puts me through so much without resolving the issues. They sent me a long email with long tasks to do. It is insane. At first, they told me my internet was too slow. Now I am paying more money for a faster internet, and I am still having the same issues. This product is NOT SAFE. It is putting lives in danger. I demand my money back. Shame on you for putting people's lives in danger.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Customer Answer
Date: 03/18/2023
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 haven't receive a call from Canary. Thank you
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. According to our email correspondence, a date and time for a phone call was confirmed and then moved by yourself due to a changing of your circumstances. A senior member of the support team will email you today requesting a new time to speak with you.Initial Complaint
Date:08/23/2022
Type:Service or Repair IssuesStatus: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 tried to cancel my subscription renewal online and i thought i had done it but it turns out i needed to call and cancel. I called the day after it renewed and they will not let me cancel until the next year.Business Response
Date: 09/08/2022
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:08/19/2022
Type:Service or Repair IssuesStatus: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 Canary security home cameras four years ago. They changed their options as to how to receive service. However I had already purchased cameras and expected my service to maintain as I purchased it. Theyre now charging $100 per year to receive small video clip that was previously free. I purchased it because it was free did not want a service contract. And now have no choice I find this to be unfair and illegal. I purchased it with free service with small 10 second video clip and thats what I have as expectation. Please help me resolve the situation.Business Response
Date: 09/08/2022
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:08/15/2022
Type:Sales and Advertising IssuesStatus: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 September 4, 2017 I purchased a Canary Flex Camera. The purchase included free local video storage. Now, in 2022, Canary decided to renege on their promise and charge a monthly subscription if you want to view your videos. This is sneaky, unethical, and illegal to start charging for something that once was included. I know I am not the only one who has made this complaint. Canary needs to be held accountable for this and provide services that were advertised as being included with the purchase.Business Response
Date: 08/17/2022
Thank you for getting in touch with us, 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 ******************Initial Complaint
Date:08/12/2022
Type:Service or Repair IssuesStatus: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.
*** tried canceling my membership and the company is making it impossible. They wont answer my call or call back when I chose the call back option. There is also no option to do it online.Business Response
Date: 08/17/2022
Hi there. Thank you for your message.
At this time, we are unable to locate a subscription or account associated with this e-mail address; your *************** subscription may be linked with a different e-mail belonging to you.
We kindly request you to please confirm the e-mail address associated with your Canary account in response to this message. Once we have received this confirmation, we can investigate this further.Initial Complaint
Date:08/10/2022
Type:Product IssuesStatus: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 have been getting billed double the amount that I signed up for. I have contacted their customer service to resell each this and each time they tell me a supervisor will call me but this never gets resolved. I asked for a refund from Canary but they have yet to refund me.Business Response
Date: 08/16/2022
Hi there, thank you for bringing this to our attention. We can see a supervisor reached out to you on Thursday last week and is waiting for your reply. We have forwarded your request over to a senior member of the support team who will contact you shortly.Customer Answer
Date: 08/16/2022
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]
No one has called me back, and when I try to call Socrates the man who called me back in 7/25/22 I get forwarded back to the regular sales number. I want a refund back for the three months and would like my service to be cancelled. I am just getting the run around and no refund back.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************
Customer Answer
Date: 08/17/2022
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 never received any email on 8/16 and I want my refund back as soon as possible!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************
Business Response
Date: 02/09/2023
Hello. Thank you for your message. According to our records, a member of the team emailed you on August 19th, 2022. Someone will contact you shortly.Initial Complaint
Date:08/08/2022
Type:Order IssuesStatus: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.
This company sells wireless security cameras for $100s of dollars. I bought said cameras. I bought the camera solely because as anyone buying a security camera expects to be able to see what movement occurs where the camera is pointed. The company has taken away the ability to see the recordings AT ALL unless you PAY FOR A SUBSCRIPTION. After owning the camera and buying several more based on the service being free I now am blackmailed into paying monthly to be able to use the cameras. I now have several hundred dollar paper weights. Garbage unless I pay monthly, how is that legal?Business Response
Date: 08/09/2022
Thank you for getting in touch with us, 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].Customer Answer
Date: 08/09/2022
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]
This is NOT fine when initially a MAJOR SELLING POINT was that no subscription was needed. I would never have made the purchaseS if this was made clear. Your practice is deceptive and I see by the response on ******* and most social media sights that pretty much everyone is unhappy.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Customer Answer
Date: 08/12/2022
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]
Thats great, so you say I dont need to continue to use your service and I agree so give me my money back for my 2 cameras that I bought solely because the marketing at the time 2 years ago was that motion updates would be sent to a cell phone and I could see video, that is no longer available. So Id like to give you your cameras back in exchange for my money. You guys think your cute in that your original marketing was that the video was stored in the cloud a week free and then as time went on you gradually took services away and if you want them back you needed to pay, for example it was no longer a week it was 3 days then you made it one day and finally 3 hours you could see the video, lol and now not at all. So now unless your watching live which is pointless, if you dont pay you can see nothing so where is the security in that? Your company is deceptive as can be and I want nothing further to do with you or the cameras
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business Response
Date: 11/22/2022
Hi there, to clarify, ************* continues to be free for our customers with 24/7 watchlive, two-way talk and motion notifications. The offer that was presented to you is to ensure a smooth transition over to *************** and included giftcards for your active Canary devices which means your service for the first year is free and also a 50% discount for the following year. We are sorry to hear of your frustration however, everything is subject to change in the terms and conditions. Thank you for your feedback. Were sorry to learn about your frustration.
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