Complaints

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

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• 

  Kangaroo

  PO Box 600 New York, NY 10163

• 

  Kangaroo

  6 W 18th St Fl 8 New York, NY 10011

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:05/22/2025

  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 purchased a kangaroo security system in 2020. I only use it for the motion detection that is supposed to be included/free of charge. Upon purchase they give you a 1yr subscription of premium monitoring a $99 value. This service is only good in certain areas , I am in a very rural area so its of no use to me. Since 2022 every year I am billed for this service that I have to argue with them to refund my money. Im told my subscription is cancelled and for 4 yrs I still am still charged every year. Its getting really old. Now 5/21/25 I have been billed again. I have called ************* multiple times and left messages as no one every answers the phone, emailed ************************************** done the support chat and no one will respond. They continue to take my money and refuse to refund. Even the mobile app shows that I dont have an active subscription. They need to remove my credit card from their system which I have been told has been by their support team and stop charging me every year. This is ridiculous

  Business Response

  Date: 06/03/2025

  Dear ******,

  Thank you for sharing your experience. We understand how frustrating it must be to deal with repeated charges for a service you no longer use, especially after multiple attempts to cancel.
  
  Our team did receive your recent inquiry, and while your ticket was initially delayed due to an unusually high volume, it was promptly addressed on May 23 once it reached our attention. A representative was able to connect with you directly, confirm the cancellation, and process a full refund for the most recent charge.
  
  We regret the inconvenience caused by the ongoing subscription issue and the difficulty you experienced reaching us through various support channels. While this is not the experience we aim to provide, please know we've taken steps to ensure your subscription is fully deactivated and your payment method is removed from our system to prevent future charges.
  
  If there's anything further you need, we're here to help and committed to improving your experience going forward.

  Regards,

  The Kangaroo Support Team

• Initial Complaint

  Date:05/03/2025

  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.

  I was charged ***** and ***** last night by kangaroo through ***** and yet i dont have an active subscription, Ive called numerous times during hours and yet i magically miss them, seems like a scam i want my money back and im throwing this in the trash, terrible system better of spending extra for a real home security system

  Business Response

  Date: 05/26/2025

  Dear ******,
  
  Thank you for bringing this to our attention. We understand how frustrating unexpected charges can be and appreciate the opportunity to look into your concerns.
  
  Our records show you attempted to contact our support team by phone on May 3, making four calls, the last of which resulted in a voicemail. You also emailed us regarding charges of $99.99 and $23.99. While your message was initially received on Friday, May 2, it was not addressed within our usual 24-hour window. A team member followed up on Monday, May 5, requesting additional details, as we were unable to locate any transactions matching those amounts under the account tied to your phone number or email address.
  
  We regret the delay in our response and understand this may have added to your frustration. To resolve this quickly, wed like to work with you directly to clarify the charges. It's possible they are associated with a different Apple ID or email, and were happy to help trace this.
  
  Please reply to this message or reach out again with any other email addresses or payment details that might be linked to the charges so we can assist further.
  
  Were committed to making this right and appreciate your patience.
  

• Initial Complaint

  Date:04/30/2025

  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 purchased a Kangaroo doorbell and chime from the company in November. After attemtping to install it, reaching out to my internet provider and reaching out to Kangaroo customer service, it was determined the product wouldn't work in my home. I requested a refund from Kangaroo, at which point they provided a shipping label. I mailed the product back to the company and let them know the package was shipped. That was in February 2025. They have not responded since I sent the package, despite me following up multiple times, and they have not credited me with a refund still. They were responsive up until I mailed them back their package and now that they have their product back, they will no longer answer emails nor phone calls. I'm requesting assistance in obtaining my refund.

  Business Response

  Date: 05/02/2025

  Thank you for your patience and for sharing your experience.
  
  Weve reviewed your case and confirmed that you purchased the Kangaroo Video Doorbell and Chime in November 2024. After some troubleshooting with our support team, you made the decision to return the product in February 2025. A return label was promptly provided, and according to **** tracking, the returned items were successfully delivered to our facility.
  
  Unfortunately, while the product was received, the refund was not completed. This was an oversight on our part, and we recognize the frustration it causedespecially after your continued efforts to follow up. We sincerely regret the lack of response following your return, and weve escalated this to ensure the refund is issued without further delay.
  
  We value your feedback, and this situation is being addressed internally so we can improve our follow-through and avoid similar lapses in the future.

• Initial Complaint

  Date:04/29/2025

  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 charged ***** for porch protection for a product I haven't used in over 3 years. I dint even know how they charged me since my card has changed 5 times since then. they are running a scam and when you call the automated message says " sorry we missed you and leave a message". I call within their business hours and they wont return any emails. I will be filing a lawsuit against this company and advise anybody else to do the same.

  Business Response

  Date: 05/02/2025

  After a thorough review, we found that your subscription remained active despite your ******** devices being offline since October 2021. While you may not have actively used the service during that time, the subscription continued to renew annually per its original terms. The most recent charge occurred on April 29, 2025.
  
  On the same day, we received your email disputing the charge. Our agent ***** initiated the cancellation of your plan and requested a refund. The refund has already been processed via ******, though there was a delay in syncing this information across platforms. We are currently resolving that on our end to ensure your subscription reflects as canceled across all systems.
  
  Regarding your call attempts, we understand the frustration of not reaching a live agent. While both of your calls came in during business hours, they were unfortunately missed and no voicemail was left. We are actively working on improving our phone support experience to prevent missed connections like this.
  
  We regret the confusion this situation has caused and appreciate you bringing it to our attention. Please know we take these matters seriously and are committed to resolving them fully. 
  

• Initial Complaint

  Date:04/22/2025

  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.

  I have been with Kangaroo doorbell security for several years now and I noticed that they keep charging me twice yearly for the same account. I've emailed them several times and have gotten no response. When I call the number nobody ever answers the phone. They don't make it easy to cancel at all. I've asked for a refund and have gotten no response. This company appears to be a scam

  Business Response

  Date: 04/24/2025

  Thank you for your feedback. Were sorry to hear about your recent experience and the difficulty youve had reaching us. This is certainly not the level of service we aim to provide.
  
  After looking into your account, we werent able to locate any previous emails or support tickets, which may be why your concerns werent addressed sooner. That said, wed really like the opportunity to make this right.
  
  Please email us at *************************************** or call us at [phone number], and a member of our team will personally assist you with your billing issue and make sure any duplicate charges are corrected as quickly as possible.
  
  We appreciate your patience and hope to hear from you soon so we can get this resolved for you.
  

  Customer Answer

  Date: 05/09/2025

  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]

   

   That's false information. I sent an email to kangaroo on April 19th and April 22nd so how is it that they don't see my messages and that's bogus to call them because I've tried that several times and there is never an answer but no problem I want to cancel kangaroo all together and take my business elsewhere with a different company that is more reliable and legit

   

   

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

  
  Sincerely,
  
  ******* ***
  
  
  
  
   
  

  Business Response

  Date: 05/15/2025

  Dear *** ***************** you for your message, and I truly apologize for the frustration this situation has caused.
  
  Weve thoroughly checked our system and can confirm that you no longer have any active subscriptions associated with your account. While we regret that you feel the service has not met your expectations, we want to ensure you have the support you need during this transition.
  
  We understand your concern about previous communication attempts. While we did not receive or identify the emails sent on April 19th and 22nd in our system, we absolutely want to look into this further. If youre open to it, Id be happy to personally arrange for a member of our support leadership team to give you a direct call at your convenience to ensure everything is properly addressedno phone trees or delays.
  
  That said, we respect your decision and wish you the best in finding a solution that fits your needs.
  
  Please dont hesitate to reply here if theres anything further we can do.

  Regards,

  *** ****

  Customer Answer

  Date: 05/22/2025

  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:01/30/2025

  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.

  Like many others here I canceled this service over two years ago and am still being charged. There is no mechanism to log in on their website so I cannot even verify or otherwise remove my billing information. I would like a full refund for the current charge (I know it is unlikely I get one for the previous year). They seem to make it extremely difficult to cancel, it seems their main business model is to bill people that don't want (or use) their service.I'm off to the *** next to file a complaint.

  Business Response

  Date: 01/31/2025

  Thank you for reaching out. We understand your frustration and appreciate the opportunity to address your concerns.

  
  After reviewing your account, we found that your cancellation request was processed on January 28th, 2025, when you contacted our support team. However, we did not find any previous requests related to a cancellation two years ago. Since there was no mention of a refund request in your email, a refund was not initially issued at that time.

  
  That said, weve gone ahead and refunded the charge from January 28th, 2025, and have ensured that your account will not be billed moving forward. If you have any further concerns, feel free to reach outwere happy to assist.
  Best,

• Initial Complaint

  Date:10/21/2024

  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.

  Similar to other complaints shown here my experience has been that this company is running a billing scam. We used a kangaroo doorbell camera for only a short period of time, but the annual billing continued and was very confusing to cancel. I just received notification from my credit card company that a kangaroo charge of $100+ is scheduled to go through in a couple days. Fortunately, I have proof in the form of an email confirmation from Kangaroo that my account was canceled over a year ago.

  Business Response

  Date: 10/22/2024

  Hi BBB Team,
  
  Thank you for bringing this to our attention. We truly appreciate the opportunity to address ******* ********** concerns.
  
  Weve looked into the situation, and it appears that we did receive the customers request for cancellation, and it was processed on our end. We also went ahead and issued a full refund for last year's renewal as a courtesy to make things right.
  
  It seems there was an issue where the plan wasnt fully canceled in the system, and for that, we sincerely apologize. Weve now fully canceled the account to ensure there will be no further charges. We've also reached out directly to the customer via email, including a screenshot of the plan cancellation and the refund confirmation for peace of mind.
  
  We completely understand the frustration this may have caused, and we want to reassure both the customer and the ******************** that weve taken steps to prevent this from happening again.
  
  Thanks again for the chance to resolve this, and please let us know if there's anything else we can assist with.
  
  Regards,
  ******
  Customer Support Team
  **********************

  Customer Answer

  Date: 10/23/2024

  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:04/15/2024

  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.

  I received a kangaroo doorbell camera for Christmas over 4 years ago. It broke after a week so I canceled the service plan I had purchased through kangaroo. 4 years later and I've been charged multiple times for plans that I've never even had. I was charged $99.99 twice last year (I've never had this plan, and they charged me this over 2 years after canceling the plan that I did have). I just received a notification from my bank that my account was overdrawn. I check my account and there are more charges from kangaroo, this time for $23.88. I disputed the first with my bank and received a provisional credit only to have kangaroo charge me a second time! I do not have a kangaroo device or a ********************** account (for at least 3 years), yet they are still charging me for services that I canceled years ago.

  Business Response

  Date: 04/16/2024

  Dear ******, we are deeply sorry to hear about the issues you've encountered with your Kangaroo doorbell camera and the subsequent charges for services you did not use. Your experience does not align with the level of service we strive to provide, and we sincerely apologize for any inconvenience this has caused you.
  
  After investigating your complaint, we found no records of previous cancellation requests or call histories regarding your account except for your most recent one yesterday. However, we are committed to resolving this issue promptly and have initiated a thorough investigation into the matter.
  
  We understand the urgency of your situation, especially with the unexpected charges impacting your bank account. Our team will reach out to you via phone call today to gather more details and locate your account accurately. We're confident that with your cooperation, we can swiftly resolve this matter and ensure that you are not charged for any services you did not authorize.
  
  Once again, we apologize for the frustration and inconvenience this situation has caused you. Your satisfaction is our priority, and we're dedicated to resolving this matter to your complete satisfaction.
  
  Thank you for bringing this to our attention, and we appreciate your patience as we work to rectify the situation.

• Initial Complaint

  Date:02/21/2024

  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.

  I was charged a two year old subscription renewal. I disputed the charge on my **************** credit card. I was contacted by Kangaroo and asked to remove the disputed and I would be issued a refund. I removed the dispute, the original charge was reinstated, and Kangaroo charged my **************** an additional amount. I again contacted kangaroo and was told this is normal. I would be issued a refund once they received the funds from my bank. This mess started 12/4/23 and I still do not have a refund. The equipment was garbage, I had not used it in well over a year, which is why I did not realize the subscription was going to renew.

  Business Response

  Date: 02/21/2024

  Dear *****, Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you've experienced regarding the subscription renewal charge and the subsequent refund process.
  
  Upon reviewing your case, we found that there was a miscommunication regarding the handling of the dispute with your credit card company. We had requested you to close the dispute in exchange for a full refund. However, it appears that the bank closed the dispute in our favor, which might have caused confusion.
  
  We understand your frustration and assure you that we are actively working on resolving this issue. Our disputes team is currently handling your case, and we have provided all necessary evidence to support our position. Please note that the timeline for resolving disputes with banks can vary, but we are committed to ensuring that you receive your refund as soon as possible.
  
  We apologize for any inconvenience or confusion caused during this process. Your satisfaction is our top priority, and we appreciate your patience and understanding as we work to resolve this matter swiftly.
  
  If you have any further questions or concerns, please don't hesitate to respond via the email that I sent you or any communications via the dispute process. We value your feedback and are here to assist you in any way we can.
  
  Thank you for your understanding.

  Customer Answer

  Date: 02/26/2024

  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 had multiple promises for refunds.  I still have no refund.  I DO NOT want this complaint to be closed until I receive my refund. Just to reiterate - The original request for a refund was met with a promise to refund.  Not only did I not get the refund, an additional charge was made to my credit card.  I have been dealing with this matter since December of 2023.  

   

   

   

   

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

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

  Business Response

  Date: 02/29/2024

  Dear *****, I'm pleased to inform you that I've personally addressed your concern by promptly processing an additional refund for $104.94. This refund corresponds to a charge on your account dated 12/11/2023.
  
  We sincerely apologize for any inconvenience you experienced, and we appreciate your patience and understanding as we worked to resolve this matter swiftly.
  
  Should you have any further questions or require assistance, please don't hesitate to reach out. Your satisfaction is our priority, and we're committed to ensuring a positive experience for all our customers.

  Customer Answer

  Date: 03/04/2024

  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.
  
  *************************************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/15/2023

  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.

  ***** paid to kangaroo security on august 20 2023. My complaint hasnt yet been solved this is the second time they tried to rip me off the cam protect yearly subscription for my security cameras. I am extremely irritated I had a vehicle hit my parked car other day and their service ***** I want something done about it or at least provide some customer service

  Business Response

  Date: 02/09/2024

  Dear ********, we apologize for the inconvenience you experienced with your Kangaroo Security subscription and the delay in resolving your complaint.
  
  Upon investigation, we found that your subscription was not appearing in your account due to an issue with the account deletion. Stephen promptly reactivated your plan, and *** reached out to ensure everything was resolved.
  
  We regret any inconvenience caused and appreciate your patience. If you have any further questions, please feel free to connect with me via the email that I sent you.
  
  Thank you for your understanding.