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Business Profile

Smart Home Security

Kangaroo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Smart Home Security.

Complaints

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

Find a Location

Kangaroo has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Kangaroo

      PO Box 600 New York, NY 10163

    • Kangaroo

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

    Customer Complaints Summary

    • 29 total complaints in the last 3 years.
    • 11 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/25/2023

      Type:Product Issues
      Status:
      Answered
      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 moved from my house in Sept 2021. I tried cancelling via the app (settings) but repeatedly received an error message. I reached out via email and was told they were sorry to see me go. My app then showed no plan (and still shows no active plan), so I assumed this was resolved. I was charged on Dec 2021 and again Dec 2022. Ive been trying to call but have not been successful getting ahold of any customer support person, have left voicemails and not received a call back. Chat is a robot and wont connect me to any real person, and the email support directs me to call. This is a vicious circle. Im now out over $200 for two years worth of membership for an app that is in error state and no way to even use the service if I wanted to. I need a refund for these fees and someone to get this sorted out.

      Customer Answer

      Date: 02/18/2023

      Better Business Bureau:

      At this time, I have not been contacted by Kangaroo regarding complaint ID ********.

      Sincerely,

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

      Business Response

      Date: 04/04/2023

      Hi *****,

       

      Hi *****,

      I am sorry to hear about the trouble you have been facing with cancelling your subscription and the difficulty in reaching our customer support team. I understand how frustrating this must be for you, and I apologize for any inconvenience caused.

      We appreciate you bringing this to our attention, and we are committed to resolving this issue promptly. We will investigate why you were still charged after canceling your subscription and work to ensure that this does not happen again.

      Regarding your refund request, I have forwarded your email to our billing team, and they will review your account and issue the refund for the charges made in Dec 2021. You can expect the refund to be processed in the next few business days. The Dec 2022 charge has already been refunded last February 22, 2023.

      Furthermore, we will ensure that your cancellation request is processed correctly and that you are no longer charged for the service.

      Once again, I apologize for any inconvenience caused, and we appreciate your patience and understanding. If you have any further questions or concerns, please do not hesitate to reach out to us.

      Best regards,
      GuRoos Team


       

    • Initial Complaint

      Date:12/29/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I canceled my plain in December of 2021 but was charged in January of 2022 and again in December of 2022 for the annual plan that I had previously canceled. I've attempted to call and speak to support many times but no one ever answers the phones. An automated message asks to leave a name, number, and message but never returns calls.

      Business Response

      Date: 02/09/2024

      Dear ******, we apologize for the inconvenience you faced with the unauthorized charges for your canceled plan. Upon investigation, we acknowledge the challenges you encountered in canceling your subscription and reaching our support team.

      We've addressed this issue promptly by canceling your plan and processing a refund for the unauthorized charges. Please expect to see the refund reflected in your account shortly.

      We understand the importance of efficient customer support and are actively working to improve our response times and communication channels.

      If you have any further questions or concerns, please reply to the email I recently sent you. We're here to assist you in any way we can.

      Thank you for bringing this matter to our attention.

    • Initial Complaint

      Date:12/08/2022

      Type:Product Issues
      Status:
      Resolved
      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 had purchased the Kangroo camera and got a year free plan which I have been trying to cancel non stop now. I have messaged the support team, called customer service now multiple times to cancel this before I get charged and no answer ever. *** left messages for them to call me back and no one calls me back. Its not ok because I dont want to be charged money when i do use it anymore.

      Customer Answer

      Date: 01/01/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Kangaroo has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:11/17/2022

      Type:Product Issues
      Status:
      Answered
      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 am receiving NUMEROUS emails from this company.1. You are to immediately cease sending emails (within 24 hours)2. You are to disclose where/when/who and the ** address where you obtained my information 3. You are to COMPLETELY and IMMEDIATELY delete ALL my records 4. You are to ensure that ALL my information is COMPLETELY and IMMEDIATELY deleted from ANYONE who you may have shared or sold my information to.Any further emails received after this complaint was filed, you agree to make a payment of $1000 per email received, for my services of "spam removal", via **** money order.I will accept NO other response than what is stated above.

      Customer Answer

      Date: 12/12/2022

      Better Business Bureau:

      At this time, I have not been contacted by Kangaroo regarding complaint ID ********.

      Sincerely,

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

      Business Response

      Date: 02/09/2024

      Dear ******, we have received your complaint regarding the receipt of numerous emails from our company, and we understand your frustration. We apologize for any inconvenience this may have caused.

      We assure you that we take your privacy and data protection seriously. While we currently do not have records indicating how your information was obtained, we are dedicated to investigating this matter further to provide you with the requested information.

      We can assure you that we have not knowingly shared or sold your information to any third parties. However, we will thoroughly review our records and take appropriate action to safeguard your privacy.

      Your feedback is invaluable to us, and we appreciate the opportunity to address your concerns. Should you require further assistance or have any additional inquiries, please respond to the email we recently sent you.

      Thank you for bringing this matter to our attention. We look forward to resolving this issue and restoring your trust in our company.

      Customer Answer

      Date: 02/13/2024

      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:

       

      It is absolutely amazing that a company has no idea how a customers information was given out, to allow spamming them, and the fact that I am a verified customer, they have no record of this. no wonder this company has NUMEROUS complaints against them.

      They sell a inferior product, dont keep records, and allow your personal information to be given or sold to who knows how many people, this is unreal.


      Sincerely,

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




       

    Kangaroo is NOT a BBB Accredited Business.

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