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:07/31/2023

  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.

  Both Kangaroo cameras are not working properly. They are online, wifi is connected, I can hear when I receive sound and motion detection. When I try to view the cameras I get a message, "Something went wrong. We were not able to get your data." Last activity was on July 28, 2023, at 6:30am and 5:34am. When I left for work both cameras were working.I called yesterday and the first male employee did not help. He was very dismissive, did not even try to help. Today July 29, 2023, I spoke with a *******. ****, condescending racist employee. I explained to him the error message I was receiving. I had to ask him to let me speak because he wasn't letting me explain. He seemed to believe because his ended there was no error. I must be lying. He asked me for a screen shot of what I was viewing. I told him I didn't know how since I have never needed to use the screen shot before on my phone. He explained how with that information he took it upon himself to speak to me like I was idiot. Asking me if I knew how to use my email. His behavior and tone were rude and bigot. I do not have to tolerate being treated or being spoken to when your company is in the wrong. If you cannot fix the problem, then you need to remove me from the subscription. I do not intend to pay especially after the disrespect from someone is stereotyping and profiling. The problem with the cameras should not be happening when my Wi-Fi is working properly. I am on the internet on my computer sending this message. There is NO problem with my Wi-Fi connect or internet or I would not be able to have used my computer yesterday, today and also stream channels on my ROKU. SO, I do not appreciate the ignorance of the staff. The behavior is extremely upsetting the staff has no manners, no professionalism nor work ethic. I have a FREE subscription for A YEAR. I should not be forced to pay for one because you refuse to repair what is happening to the data on the camera.

  Business Response

  Date: 02/09/2024

  Dear ******, thank you for sharing your feedback regarding your recent experience with Kangaroo Security. We apologize for the inconvenience you've faced with your cameras and our support service.
  
  Upon investigating your complaint, it appears there was a miscommunication regarding the functionality of your cameras. Our records show that ********* from our team attempted to assist you in troubleshooting the issue. While we strive to provide the best support possible, we understand there may have been confusion during the conversation.
  
  We are committed to resolving the issues with your cameras promptly. If you need further assistance or have additional concerns, please feel free to reply to the email I sent you We value your satisfaction and are here to help.
  
  Thank you for your understanding and patience as we work to improve our services.

• Initial Complaint

  Date:05/01/2023

  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.

  These people are scammers. First of all I paid about $100 to $200 for their whole security system that included the doorbell camera 2 sirens and the siren alarm. They all stopped working after about 6 months so I have not been using their service. Today 04/28/2023 I go to my bank account and I see a charge of $100 for Kangaroo security I was left speechless. They dare charge me for a service I am not eveb using and haven't even used in MONTHS. On top of that I don't remember EVER going on a subscription with them and when attempting to cancel my renewal there is no way to do it on their app or website. Either that or they make it extremely difficult. These people are just trying to rob the money of unsuspecting customers who do not follow their expenses throughly. Please DO NOT purchase from these people they will steal your money.

  Business Response

  Date: 02/09/2024

  Dear *******. we appreciate you taking the time to share your feedback regarding your experience with Kangaroo Security. I understand your frustration and concerns about the charges and the functionality of your security system, and I apologize for any inconvenience you've encountered.
  
  Upon investigating your complaint, it appears that there was a misunderstanding regarding the subscription associated with your purchase. Our records indicate that you purchased an **** with a free Complete Pro package, which included a doorbell camera, two sirens, and a siren alarm. However, it seems there was confusion about the subscription plan, leading to the automatic renewal charge.
  
  I want to assure you that we take customer satisfaction seriously, and your concerns have been addressed promptly. The subscription associated with your purchase has been canceled, and a refund for the last charge has been processed. Additionally, I'm pleased to inform you that the cancellation process has been streamlined for easier access on our app and website.
  
  We strive to provide transparent and user-friendly services, and I apologize if this was not reflected in your experience. Your feedback is invaluable, and we will use it to improve our processes moving forward.
  
  If you have any further questions or require assistance, please don't hesitate to reach out to us directly. We're here to help and ensure your satisfaction with our products and services.

• Initial Complaint

  Date:05/01/2023

  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.

  In April 2023 I had to renew my subscription for my camera. Apparently at some point that had changed where I had to pay for a higher plan to view everything on my activity list. So I paid for the next plan and it still won't work. I tried to contacted them thru the chat now as well as email and I get zero answers. I simply wanna cancel services and get refunded as the info they gave me was incorrect!! They will not return a call, email, and when u try to chat it 100% of the time after I inform them to cancel and refund it disconnects

  Customer Answer

  Date: 05/25/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Kangaroo regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

  Business Response

  Date: 02/09/2024

  Dear ******, thank you for bringing your subscription renewal concerns to our attention. Your feedback is invaluable to us, and we apologize for any inconvenience you experienced during this process.
  
  Upon reviewing your complaint, it's clear that there were challenges with your subscription renewal and accessing your activity list. Our representative, Reina, diligently assisted you by providing instructions on linking your device to the plan. However, it appears there were still difficulties in accessing your activities despite our efforts.
  
  We understand your frustration and desire to cancel your services and receive a refund. As a gesture of goodwill, we have processed a refund for the last payment made in April 2023. This refund was issued today to address the inconvenience you've faced.
  
  We are committed to improving our communication channels and support processes to ensure that our customers receive prompt and efficient assistance. If you have any further concerns or require additional assistance, please feel free to reach out to us directly. Your satisfaction is our top priority, and we're here to help.
  
  Thank you for your understanding and patience as we work to address this issue.

• Initial Complaint

  Date:04/25/2023

  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.

  My Kangaroo doorbell rusted and is no longer functioning. I have replaced it with another brand video doorbell. I have tried tocall to cancel my policy to no avail. Kangaroo charged my credit card for service even though I have not had a functioning Kangaroo doorbell for over a year. I understand they will charge me yearly whether I have a Kangaroo doorbell or not. Please have Kangaroo cancel my picy and refund me for the year bill in which I did not have service.

  Business Response

  Date: 02/09/2024

  Dear ***, we appreciate you reaching out to us regarding the issues you faced with your Kangaroo doorbell service.
  
  After investigating your complaint, we understand your frustration with the rusting of your Kangaroo doorbell and your difficulty in canceling the service. We apologize for any inconvenience caused.
  
  Our records show that a cancellation ticket was submitted on December 28, 2023, as per your request. However, it seems there was an oversight in processing the cancellation, resulting in charges continuing this year.
  
  To rectify this, we have promptly canceled your subscription and issued a full refund for all charges incurred, including the current year's bill.
  
  We apologize for any inconvenience this may have caused and appreciate your patience. Should you have any further questions or concerns, please feel free to reach out directly.
  
  Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:04/11/2023

  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.

  I came in the store between 9:10 -9:25 Pm.. Came and got a Hot Chocolate and I also got a candy Bar.. Customer came in said someone Dropped a $***** I reach inside my Pocket and realize I was Missing Money.. I walked back out to my truck which I was parked at the gas pump right Im front of store ** white jeep Wrangler and notice all my money had Had came out my Pocket in the side of the door.. I told store Manager ****** @store #******* that 20 was Mine.. And I asked if she could go watch camera to verify thats I dropped it.. She said she cant right now she will do it in the Morning.. with an attitude.. I asked her what time will be best for me to come in the morning.. And she respond with a nasty attitude and smart look on her face.. I working a triple you can come back at 5am.. I said okay I will be here at 5am.. so I asked when I come in at 5 will you be able to look at camera? The she responded with a nasty attitude I will be done watch the camera by then.. Sorry but Im a store manager and customer come first.. It wouldve only took 2 second to go rewind a camera to see that I dropped the *****.. You having a customer here telling you she dropped the 20.. and you cant take 2second out of your time to help a customer.. If she wouldve have said she yes give me a minute let me get the customer and I will be right with you and would waited as long as I needed.. She was just rude and saying I cant do nothing right now.. Dont know if she was trying to keep it for her self..

  Business Response

  Date: 02/09/2024

  Dear *******, Thank you for taking the time to share your recent experience, although it seems there *** have been a misunderstanding. We wanted to clarify that our company specializes in providing home security products and services, not operating gas stations.
  
  It appears your review *** have been intended for another company. However, we appreciate you reaching out to us nonetheless. If you have any questions or concerns related to home security, please don't hesitate to contact us directly. We're here to assist you in any way we can.
  
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:03/21/2023

  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.

  Given me severe anxiety and also caused me legal issues as well as safety issues with toxic neighbors because they never seem to be able to fix a issue I have had property damage had my life threatened and because the cameras failed to work and or they couldnt fix it an had to escalate it to a tech I have had my house broken into as a result. They also claim they insure your house and that it costs nothing and they also keep trying to bill me for other camera subscription when I have already cancelled those subscriptions. I have attached a picture of the video problem I have where it will not load videos I have had multiple things damage and I dont have enough space to upload every video to you of the harrassment that continues police reports etc

  Business Response

  Date: 02/09/2024

  Dear ********, I want to express my sincere apologies for the distressing situation you've experienced and the challenges you've encountered with our security system. Your safety and peace of mind are paramount to us, and we deeply regret any anxiety or inconvenience caused.
  
  Upon thorough investigation into your concerns, it's evident that you've faced significant difficulties with your camera's connectivity to your WiFi network. Our records indicate that you've been in contact with us since June 12, 2022, regarding this issue. Our team has diligently worked to troubleshoot and address these connectivity issues, primarily through device resets and internet troubleshooting. While our efforts aimed to resolve the connectivity problems, it's clear that this may not have entirely resolved your concerns.
  
  We acknowledge the severity of the situation you've described, including property damage, threats to your safety, and concerns about toxic neighbors. Your safety and security are our utmost priorities, and we take your feedback seriously. We are committed to ensuring that our products function as intended and provide you with the protection and peace of mind you deserve.
  
  Regarding your billing concerns, we want to assure you that we do not engage in unauthorized billing practices. If there have been any billing discrepancies or charges for canceled subscriptions, we want to rectify them promptly. Please provide us with more details regarding the specific camera subscriptions you've canceled, and we will ensure that any erroneous charges are refunded immediately.
  
  We understand the challenges you've faced in providing video evidence of the harassment you've endured. While we strive to address technical issues promptly, we recognize the limitations you've experienced. Your safety and well-being are of the utmost importance, and we encourage you to prioritize your security and seek assistance from local authorities as needed.
  
  If there are any further concerns or if you require additional assistance, please don't hesitate to reach out to us. We are here to support you in any way we can and are committed to resolving these issues to your satisfaction.

• Initial Complaint

  Date:03/13/2023

  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.

  I keep receiving emails from this company. I do NOT want them to email me, and to STOP immediately.I have clicked on the unsubscribe link numerous times, but they refuse to cease sending me emails.REMOVE ANY AND ALL MY INFORMATION FROM YOUR RECORDS IMMEDIATELY.

  Business Response

  Date: 03/14/2023

  Hi ****,

   

  We're sorry to hear about what happened.

   

  We've already forwarded a request for the customer's email to be removed from our mailing list. Feel free to tell the customer to reach out to ** if they need any further assistance. We'll be happy to help.

   

  Thanks!

  GuRoos Team

  Customer Answer

  Date: 03/21/2023

  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 requested several times not to be sent emails, obviously you ignore such requests.

   

  ANY further communication other than through the BBB, you AGREE to pay me $1000 for my time and effort. It is unreal, that you have ignored so many request to cease sending these emails to me

   

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

  
  

• Initial Complaint

  Date:03/07/2023

  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.

  On August 21, 2022 I purchased a set of two Kangaroo Indoor/Outdoor cameras from Best Buy for $84.39. Kangaroo advertises these cameras as having local storage via a built in Micro** port. It also advertises the ability to playback footage saved to the Micro** card. I have had both cameras mounted, with a Micro** card inserted in each, for the past 6 months. It is important to note that the application to utilize these cameras does not allow you to see the full history of what has happened in the camera's field of view, despite the "Micro** Card Playback" feature that Kangaroo advertises. You can only view a live feed, and snippets of what the system has detected and marked as sound or movement and then automatically saved to the cloud.Today, March 6, 2023, an incident occurred in my back yard that the system did not detect, label, and save. Therefore it could not be viewed in the app. I took the Micro** card out of the camera to review the footage. Two different personal laptops with different operating systems showed the Micro** card as empty with no hidden files. I contacted live Kangaroo Customer Support via the application's chat feature, and was told by the associate that the company is "still currently working on saving videos to the ** card" and that the "** card feature/playback is coming soon." That is to say, the camera has not and does not have the ability to save video to the Micro** card.The company is falsely advertising features of their products that do not exist. Under the "Plans" section of their website, Kangaroo offers subscription options for upgraded services, and one of the listed perks is "Micro** Card Playback" -- A feature that a Kangaroo employee has confirmed does not exist at this time. I researched the company and product before purchasing and no red flags were raised. Had I known the Micro** was falsely advertised, I never would have purchased the cameras.

  Business Response

  Date: 03/13/2023

  Hi there,

   

  We're sorry for the delay in responding to this complaint and we're sorry to hear about what happened to the customer.

   

  Unfortunately, the ** card playback option is still in the works and there's no ETA at the moment. However, customer's can record on their indoor and outdoor camera without the need of an ** card. They can simply follow the steps here: ***********************************************************************************************************************************;

   

  Here at Kangaroo, our priority is to provide a working security system backed up by a high level of service.

  
  That said, we'd love to be able to find a fix for the customer. In any case, we'd love to discuss things on a more personal level. If the customer ever have time, our support channels are open from 9AM - 10 PM EST every day, just tap the support tab on the Kangaroo app and one of our GuRoos will be there to assist the customer. They can also reach us at ***************.

   

  Best,
  GuRoos Team

• Initial Complaint

  Date:02/27/2023

  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.

  On 2/25/22 and on 2/25/21 I have been charged $105.68 for annual plan which I never subscribed. I was never sent an statement or charge notice. I had to cancel my credit card this year as they were charging again. I need $210 refund.

  Business Response

  Date: 03/13/2023

  Hi *********,

   

  I'm sorry for the delay in responding.

   

  We reviewed the customer's account again and found that they were no longer using the devices since 2020. That's why we've decided to refunded the February 2021 renewal charge. The customer was signed up for a subscription right after they activate the free plan that comes with their original purchase last 2020.

   

  The refund is immediate on our end, but depending on the customer's bank, it might take up to **** business days to appear on their account. I have also attached a screenshot of the refund. I hope this helps!

   

  Best,

  GuRoos Team

• Initial Complaint

  Date:02/15/2023

  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.

  I purchased Kangaroo Home Security but not the monitoring, their system didn't work and got rid of it in a week. they are a scam and charge me annually $105 for nothing 8 reached out and said stop billing me. I don't use your service or product yet they don't stop billing me.

  Business Response

  Date: 04/04/2023

  Hi there,

   

  We're sorry for the delay in responding. This is totally not the experience we want for the customer. 

   

  The annual charge came from the kit that the customer purchased from last December 2020. I understand that the customer was not aware of this, that's why we have already issued a full refund. Depending on the customer's bank, it might take up to 3-5 business days to show on his account. We have also canceled his recurring subscription and rest assured that the customer will no longer get charged.

   

  Feel free to reach out should you need any assistance and clarification.

   

  GuRoos Team