Complaints

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 purchased a drone from Best Buy for $1,300.00+. The drone says it has warranty from manufacturer defects. The drone crashed due to a defective remote controller. Which they asked to send it in to find out. I will be billed $879 to repair it. Which I told them even if I was to pay for that. It does not completely fix the problem cause the remote is defective. Autel replied they would replace the remote yet not honor the manufacturer defect warranty and blamed me for flying. Autel said I should have not flown the drone. How would I know if the remote is defective without having to fly the drone. I would never know the remote is broken if I never fly. So they said they would not honor warranty and so I asked for manager. Which he repeated what the other customer service said. I asked for his name along with last name or employee ID number. He replied im *** and other info he will not be giving me so I can make a complaint along with reviews to warn others. I want to also warn others how they take care of the customers. I have the whole conversation recorded on my home cameras. I sent the documentation of proof of purchase to autel so don't have the receipt of proof of purchase. Can ask best buy if need be.

  Business Response

  Date: 12/29/2022

  The aircraft was sent in for repair and after evaluation we determined that the pilot was in control when the crash happened.  After speaking on the phone we offered to give a free replacement of the remote control.  We are able to review the stick input and what causes the crash through the black box on the aircraft.  We can't give free repairs where we have had our repairmen and engineers review to make sure things are right.  Our engineers and repairmen agree that this was a pilot in control crash.  The remote seemed ok to us, but we were willing to give a new one due to the complaint.  We are a small company and we don't make our employees give out there name or ID number.  We know who *** is and we will evaluate accordingly.  This customer asked us to send the aircraft back and it has been sent back to him.  

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18653056
  
  I am rejecting this response because:
  
  
  THEY SAID NOTHING ABOUT FIXING MY REMOTE. WHEN THEY SENT ME A QUOTE OF $897 TO REPLACE THE CAMERA AND LEG ALONG WITH LABOR COSTS. THEY DIDNT SAY ANYTHING ABOUT MY REMOTE IN THE ****** WHICH TELLS ME THEY DIDNT EVEN READ THE ISSUES I WAS HAVING WITH THE REMOTE. I THEN ASKED IF THEY WOULD DO PARTIAL REPAIR. WHICH THEY INDICATED NO. YET THEY WERE ONLY GOING TO REPAIR CAMERA AND LEG TO BRING IT BACK INTO AIRWORTHINESS CONDITION. WHICH IT STILL WAS NOT AIRWORTHY IF THE ***** REMOTE WAS DEFECTIVE. THEY NEVER READ MY COMPLAINT AND WENT STRAIGHT TO CHARGING ME A REPAIR FEE. THEY OFFERED TO ONLY REPLACE THE CONTROLLER AFTER THE FACTNTHAT I ASKED WHAT WAS GOING TO HAPPEN WITH REMOTE CAUSE THEY NEVER PUT IT IN THE ****** IF IT WASNT FOR A DEFECTIVE REMOTE IT WOULD STILL BE FLYING. I WOULD I KNOW THE REMOTE IS DEFECTIVE WITHOUT FLYING THE AIRCRAFT? THE ONLY PLACE FORA***** TO GO DURING A MISHAP IS DOWN TO THE GROUND. I SHOULD NOT BE RESPONSIBLE FOR THEM SENDING A DEFECTIVE REMOTE WITH THE AIRCRAFT.
  

  
  

   

• Initial Complaint

  Date:10/13/2022

  Type:Order 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.

  Company wanted my license even after they had received payment through PayPal so have refused either to send me the drone or refund my money such a difficult time just to buy a drone $6900 is no chicken feed there emails do not make sense because they have the payment in full thks for your consideration in this matter *******************

  Business Response

  Date: 10/17/2022

  We do not show any record or a purchase from us.  We also do not see any contact to our company.  The order number provided is not in line with our order numbers.  Could you please provide us a screen shot of your proof of purchase, if this is a dealer we can try to assist.  You can always contact us a *******************************************************

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18207748
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 10/23/2022

  Screenshot uploaded all info from PayPal 

  Business Response

  Date: 10/28/2022

  The website in the attachment and seller used are not Autel Robotics.  You purchased our product but not from us.  I am sorry that this happened to you, feel free to contact us for where best to purchase our products in the future.  

  Customer Answer

  Date: 10/29/2022

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/04/2022

  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.

  In December of 2021 I contacted Autel and had a conversation with them via an online social media page that they control about an issue I was having with a drone that I purchased. The drone is an Autel Evo 2 and was advertised by Autel to have no geo-fencing (area restrictions as to where it will fly). I am a commercial drone pilot licensed to fly in controlled airspace, so I require a drone that will allow me to fly in such places. The drone will not fly in any controlled airspace regardless of legal status. I inquired and posted in the forum asking how to fix this issue and wondering why it would not fly. A representative of Autel commented saying that I was not telling the truth and that I was working with their competitors to discredit them. Then he blocked me from being able to communicate with the drone community. I made a video showing what I and the drone was doing and asked again in another forum and received the same treatment by the same Autel representative. When I spoke with them on the phone again they said to upgrade the firmware and sent instructions to do so and I tried. The drone would not allow it. I have not been able to reach a resolution and the drone is unusable to me. On their ******** review page there are hundreds of customers reporting similar issues with the companies "customer service".

  Business Response

  Date: 10/06/2022

  The customer service is much improved in the last few months.  Please give us a call M-F 8a-4p PST at ************.  I am sorry you have had these issues and with our new team I would like to help resolve this for you.  

• Initial Complaint

  Date:09/13/2022

  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.

  On April 5, 2022, customer, ***************************, sent me an ********************** EVO ll V2 Pro 6K Rugged Bundle. *************************** and the W4V Foundation awarded me this drone on scholarship after passing the *** Part 107 exam for the commercial drone pilot license. On June 15, I flew the drone for the first time. It operated normally. On June 17, while preparing the drone for its second flight, the newest firmware failed to update correctly. This set back my flight preparations for an upcoming job. On June 23rd, I took the drone on its third flight with the firmware and latest download loaded correctly, however, one rotor failed to spin upon powering up. This continued to delay preparations for my upcoming job. Calls to your customer service line for assistance proved unsuccessful. On June 27, I proceeded to troubleshoot the drone with the recommendations on the Autel website and downloaded the firmware once again through the ** card. Upon powering up, the failed rotor spun, but a different rotor stopped spinning. After completing the same download once more, all rotors started spinning. Upon lift off, the drone immediately flipped over on its side and gyrated uncontrollably. I attempted powering it off using the controls, but the drone would not respond requiring me to cut power from the battery. This resulted in injuries to my right hand in two places. After recovering from this event, I attempted to fly the drone again which continued gyrating with the same erratic behavior.The drones erratic behavior broke two propellers and caused lacerations to my right hand, thumb, and index finger. Not only did this drone harm me, but it could have harmed the people around me, including two minors. The drone poses a serious danger, and this incident demands resolution immediately. This situation is unacceptable. As a Part 107 certified drone operator, it is my responsibility to report this matter.

  Business Response

  Date: 09/15/2022

  The customer did not install the propellers properly which caused this issue.  Also, putting your hand by spinning propellers is not a good idea either, that can certainly cause injuries.  We did respond to the customer and attempted to help.  

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 18023183
  
  I am rejecting this response because:

   

  First, Autel stated it reviewed the drone flight logs and deemed the incident pilot error.  When asked to provide the flight logs for personal review, they ignored the request.
  
  
  I requested Autel provide the flight logs on multiple occasions to clearly expose the failed sequences from the software and firmware issues preceding the drones second flight and injury-causing incident.  In addition, the flight logs would reveal  the multiple recorded attempts to troubleshoot the issue without proper technical support due to the inability to reach Autel through phone, chat, and email customer support lines.
  
  

  Second, in a response from Autel the company stated the proper response to the drone malfunction: should this occur again the correct response is to hold the throttle down until the motors stop and then check the props. During the very injury-causing incident, I employed this exact maneuver, capturing the event on video, and experienced this recommended solution fail.  ********* kept spinning and manual shut down from the battery proved the only recourse.  This resulted in injuries to my hand and fingers.  Even the support Autel recommended proved wrong.
  
  
  Autel neglects to acknowledge the drones malfunctioning rotor on the drones second flight, faulty software, firmware problems, inefficient customer support, and failed recommended solutions to its customer.  The company refuses to accept responsibility for its product and business practices assigning blame to its customers instead under the term pilot error.  From reading other customer complaints against this company on the Better Business Bureau website, this appears common.
  
  Third, a properly functioning product out-of-the-box, efficient customer support, and accurate solutions to problems would have pre-empted a needless incident and injury from their product.  Its time this company is held accountable.
  
  
  Autel remains remiss in accepting responsibility for its failures to deliver a safe and functional product, effective customer support for technical issues, and extend professional courtesy to pay a $146.82 repair bill to a customer following direct injury and loss of work from their product.  The manpower alone to address this issue since reporting this incident to Autel likely  exceeds the repair cost already.  
  
  
  For these reasons, I make this complaint with the Better Business Bureau and request Autel pay for repairs and return shipping to deliver a safe, fully-functioning product.
  
  Sincerely,
  *****************************

  Business Response

  Date: 09/27/2022

  We do not have faulty equipment as we have many of our drones flown around the world.  Our calls are answered M-F 8a-4p PST, Chats are answered in the same time frame, and emails are answered within ***** hours during the week.  We believe we have guided our customer properly and they will need to pay their bill before we can repair and ship back.  

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18023183
  
  I am rejecting this response because:

  These testimonies prove Autel produces faulty products and exhibits very poor customer service.
  
  Please see attached document.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/01/2022

  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 bought a drone for $2900 and purchased the additional insurance for around $250. A few months after the purchase I am having issues with the drone and need it fixed either through the warranty or the additional insurance that was purchased that includes up to 2 new drones in the event of an accident, fly away, etc. I have logged over 5 hours on hold, called 20+ times, sent numerous emails, and left 5 voicemails at this point. It has now been over a week and I can not reach the company through their customer service numbers. The message on hold states there is a live chat function on the website but I can not find it. I have also started to try and reach a person through their sales phone numbers but am not having success there either. I'm at 2 hours today and at my wits end trying to reach them. I just need someone to call me so I can start the process of getting the drone fixed. ************************* ************

  Business Response

  Date: 08/02/2022

  We are contacting the customer and helping with their issues today. 

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17655080
  
  I am rejecting this response because: A customer service representative did call me and left a message but no return phone number. I have been trying to contact someone through their 800 number or office number listed online but it always ends with a message stating that there is no one to take the call and to leave a message. What is off is for the ***** minutes during hold it tells you that your 3rd, 2nd, or 1st in queue. I always get excited when I'm first but the 7 or 8 times it has said next in line it always goes to the voicemail prompt. I have emailed a few times asking for a direct number, a call back, instructions on the online chat the hold message keeps talking about, or a way to start the process online, but I have not received a response yet. In my email today I asked for any type of help that could get this process moving. I will attach a copy of the email and a picture of the hold time. I have started document each call and the time on hold. Thanks for any help your able to offer. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/12/2022

  We emailed this customer and have not received a response.  We are happy to help in any way we can.  We lost some employees so the phone calls have been hard for us to answer, but we have responded to all emails, he has just not responded to us.  

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17655080
  
  I am rejecting this response because: I would like to see copies of these emails. I have sent many emails that they have NEVER responded to. The email they did send stated they tried calling but did not leave a way for me to contact them. I call every few days now and never get through to a real person. I ask the BBB to please try calling any of there numbers, you can never speak to anyone. I have my phone records that will show 50 calls at this point over weeks. I did once have a call come through my phone that had a caller ID of ********************************************* and when I answered the person hung up without saying anything. Please just have someone call me or give me a number that I can reach someone. 

  You can reach other departments with the company just not the robotics ***** If you ask these other departments within the company they will tell you there are issues but they have no way to connect you or provide any other phone numbers to provide. One very nice rep let me know that there is one person handling these customer serv issues and they have had other people calling trying to reach someone like myself. I find it odd that the reviews next to there products talk about how easy it is to reach someone and how the cust serv was so great with warranty issues. Again it's as easy as calling any of there numbers to see that no one ever picks up. I called again now as I was writing this. Again with the "you're first in queue" for about 10 minutes then it tells me there are no agents to help and forces you to leave a voicemail. 

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

  Business Response

  Date: 08/31/2022

  I would accept anyone calling from 8a-4p, 80% of the time they will reach someone as this is a small team but we are answering our calls.  Our agent has been in communication with this customer and we are willing to help him in any way he would like.  We emailed him two days ago and have not received a response.  We are happy to help.   

  Customer Answer

  Date: 09/01/2022

  ********,
  
  My understanding with the Autel Robotics Care - EVO II Pro 1 is a new drone is sent.  See the attached screenshot from Autel Robotics ****************** Program-Autel Robotics Camera Drone, Quadcopter & UAV for Sale | Leader in Drones I purchased the add on service and have used similar services through DJI. I sent mine in and had a new one within ********************************************************************************************************************** your division. Can you give me the details on how this would work and what timeframes I should expect. Please send me the shipping label as well or direct me to the form I need to fill out to start the process. Thank you for your help. 
  
  *************************
  ************
  
  From: ******** L <******************************************************> 
  Sent: Monday, August 29, 2022 2:41 AM
  To: ***********************************
  Cc: ****************************************** ***********************
  Subject: Re: ****** - PLEASE CALL
  
  Hello **********;
  
  Please let me know if you would like to have your aircraft sent into us for repair. I'll be happy to start the process with you if you would like to do so.
  
  Best,
  ********************
  Customer Service Representative | **********************
  ************
  

  
  

  Customer Answer

  Date: 09/01/2022

   
  Better Business Bureau:

  I have called 50 times over the last 3 weeks. I'm not exaggerating and have the phone records to show the calls at all different times during the day (within their business hours), on different days, and from different phone numbers. Not once did I ever speak with an agent. Something is seriously wrong here. I did receive an email stating that I could start the process of returning the drone. I have found a 3rd party that states they can fix it as I'm worried that I will never here from them again. I still can not get anyone on the phone, only through email. I will update the BBB once the issue is fully resolved. Thank you for your help. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/06/2022

  We have communicated through email and are now contacting the customer today on the phone.  We have supplied him with the information needed.  

  Business Response

  Date: 09/16/2022

  Hello **********;
  
  Your *** and Shipping labels are attached to this email. 
  Please print the *** form and place it inside the returning shipment 
  Not including the *** will delay your repair time.
   
  Please place your drone and remote control back into its original retail packaging (cardboard box or hard case). If you no longer have the original packaging, please pack it in a manner that will prevent any additional damage. Do NOT send any aircraft batteries or accessories back to us. Please bring the retail box to your local shipping center and place it inside a cardboard box- this will protect the box and ensure all items are concealed. Autel Robotics is not responsible for any loss or damage due to improperly packed items. 
   
  Ensure that you are placing the gimbal guard on your camera. If you do not place the gimbal guard on your unit, you may incur a charge for a replacement gimbal guard so we can ensure that your camera and gimbal are in a safe and packable condition upon its return to you.
   
  Please ship your items to the following address: 
   
  Repair & Return
  22522 ***********
  Suite 101
  *******, ** 98021
   
  Once your drone arrives our technicians will be in touch with you about the progress of your repair. Your ticket number for reference is 250043.  
  
   Thank you very much and we will have you back in the air soon!
  

  
  

• Initial Complaint

  Date:08/01/2022

  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 an Autel Lite+ Drone over a month ago. During it’s first or second flight, the drone “drifted off” and into a tree. I tried turning the drone WELL BEFORE it flew into the tree and it would not respond. It was instantly damaged. I shipped the drone off to Autel for repair and a couple weeks later they said the drone was totaled and they would NOT replace the drone but instead offered me a tiny discount to buy a complete new one. I then tried to contact Autel Robotics by phone, email, tickets support chat thread, and text thread through their website and NO ONE would get back to me so that I could dispute the charge. I FINALLY was able to get a customer support agent on the phone who WOULD NOT listen to my end of the story and said they were not going to help me and they would send the DAMAGED drone back to me. I have bought literally every prosumer drone they have ever produced and this is how they treat me. So my complaint is two parts… ONE, I want my drone replaced as this was THEIR PROBLEM the drone drifted off and would not respond to any adjustments I made and TWO, their customer service and the way I was treated through all of this is bad. They promise support support support when you buy one of their drones but that is FALSE because you don’t. Unfortunately they will not stand behind their products. So sad. #******

  Business Response

  Date: 08/02/2022

  We were able to get in contact with the customer and follow the steps.  The repair team gave this evaluation: "Aircraft has a damaged gimbal, front left arm, and mid frame. Pulled logs and determined that it was a pilot in control crash. He was pitching forward as it impacted. Customer also mentioned that his unit has some sign of water damage."  This was something the pilot controlled and we are now sending back his damaged unit as requested.  

  Customer Answer

  Date: 08/02/2022

  
  Complaint: ********
  
  I am rejecting this response because: FIRST it DID Drift off while in flight. You can CLEARLY see that I was trying to turn the drone to the left WELL before it drifted off into the tree.  In response to the water damage…. OF COURSE IT HAS WATER DAMAGE, it took me 2 days to get it out of the tree that was almost 80 feet up.  We had multiple storms come through while the drone was in the tree.  The fire dept volunteered to come out and retrieve the drone for me.  This company is trying to scam me out of buying a new drone for a “discounted” price.  Please, that is pathetic.  I am not done reviewing on my experience on all of your social media pages and review sites online.  No consumer of an almost $2,000 drone should be treated this way.  
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:07/29/2022

  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.

  Hello. Someone stole my credit card, and purchased $1173 worth of drones and this company will NOT answer the phone, email. anything. Can someone please help me with this. I've called 16 times today. I don't know what's going on with this company but this is shady and poor business practices!!

  Business Response

  Date: 08/01/2022

  We have cancelled the order and the money has been refunded.  We did not create the order or fulfill the order.  It was flagged on our end as fraudulent and we were going to reach out and saw this.  All is taken care of.  

• Initial Complaint

  Date:07/29/2022

  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.

  Have tried to contact Autel **************** for repairs to my Evo Lite+ drone for OVER a month. No one EVER picks up. And regardless of how many messages that are left, and the automated system saying someone will reach out when available, no one ever calls back.Autel Robotics **************.After a screwed up pre-order where my drone came with a broken battery, have to re-buying the Autel Care to apply to my new UNBROKEN model, then having to call to have my drone "white-listed" to apply the NEW Autel Care added to it, I can't even use it to have my drone replaced. Still have 2 replacements through the Autel Care program. Reaching out through the website is no better. They say they have live chat service, but there it's nowhere to be found on the website they provide when calling. Auteldrones.com or Autelrobotics.com Seems as though I'm not the only one having issues reaching customer care. Quick look through comments on ******* shows others having the same issues. For over $1800 not including the care plan of $150, this is unacceptable from this company.Any help with this issue would be greatly appreciated. As I've stated, have been trying for OVER a month to get ahold of anyone there.

  Business Response

  Date: 08/01/2022

  We have responded to the email the customer sent and are helping them go through the process of repairing their aircraft.  

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17644050
  
  I am rejecting this response because:
  
  I will accept the business's proposal once my drone is repaired and sent back to me in working condition. Having to wait weeks to get an undamged one sent to me, nearly a month to contact someone to have my new undamaged drone "whitelisted" to finally be able to apply Autel Care to use my drone, and now having to wait over a month to FINALLY recieve an email with return instructions does not fix my drone under Autel Care warranty. So until this drone is repaired and sent back to me in good working condition, an email is simply not enough yet to make me content with this company. I will have the unit sent out along with the paper I was to print out also inside the box, for repairs tomorrow and we'll go from there.Sincerely,
  
  **************

  Business Response

  Date: 08/04/2022

  We are going to repair the drone and send it back in working condition, sorry for the issues here.  

  Customer Answer

  Date: 08/13/2022

   
  Complaint: 17644050
  
  I am rejecting this response because:
  Here it says the drone will be repaired. The email I received says the drone is beyond repair and will be replaced. Again, because of the confusion, because of all the issues I've had with Autel and until I know which option is it is I'm receiving, and receive it in good working order, I cannot accept whichever option it is I'm getting. Should be arriving in a couple days though, so I'll know at that time.br>Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/24/2022

  I recieved a full replacement drone, brand new. I accept this as my first replacement drone as per Autel Care agreement. 

   

  This matter should now be considered resolved as the drone is brand new and in working order.

   

  Thanking everyone who was a part of getting this finally resolved.

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

• Initial Complaint

  Date:07/07/2022

  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.

  I have previously written regarding this issue where my drone, Autel Lite Plus, disconnected from the drone's controller and was lost, Since I had Autel's insurance policy, which included two replacements in the event of malfunction. Autel's position indicated that their policy does not cover lost ********* position is that since the drone lost was less than two weeks old there should have been some sort of compensation. Also I am sitting with Three batteries and a controller, valued at $735, if Autel will not reconsider their position regarding drone replacement, will they sell a Autel Lite Plus drone at a reasonable cost?

  Business Response

  Date: 07/20/2022

  We have supplied all options to the customer on what they can do.  We can discount a replacement drone.  

  Customer Answer

  Date: 07/21/2022

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/06/2022

  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 purchased an Autel EVO 2 Pro drone from Best Buy in may of 2021. Within the warranty period, the drone crashed due to software error. The software did not initialize the drone correctly prior to take off. The drone did not state any errors or warnings that the drone was not properly calibrated. Upon take off, the drone immediately started drifting by itself (without user input). When I tried to overcome the drifting drone with the control sticks, the stick input sensitivity was severely slowed down by the obstacle avoidance. Because the drone drift was faster than the drone input sensitivity allowed me to move the drone, I was not able to stop the drone from drifting and colliding with a brick building. The drone still crashed even though obstacle avoidance was on. This drone is advertised to have advanced obstacle avoidance capabilities, however it did not sense a large brick building at relatively slow speed. The fact that this drone did not stop itself when it had plenty of time to react, ******** speed was off, the drone was moving slowly, crash sensors were not obstructed or dirty and there was nothing obscuring the view of the wall, (ie bright sunlight, fog, low light, etc), is evidence that this was a software issue, and not operator error. I started an RMA warranty claim and sent the drone in for work. Autel is demanding that I pay them for the repairs, even though the drone was still under warranty when I started the claim and the crash was caused by software issues, not operator error. Autel has held onto my drone for around a month and has stopped responding to me. I have tried calling and they do not respond to their phone calls.

  Business Response

  Date: 07/07/2022

  The aircraft was on the old firmware at the time of the crash.  That is part of our terms of service.  Once the invoice is paid or he tells us he does not want it repaired we will send him back the aircraft.  

  Customer Answer

  Date: 07/07/2022

   
  Complaint: 17529590
  
  I am rejecting this response because:

  1) as stated before, upon take off, the application did not give me any warnings or errors. It did not say anything about firmware being outdated.

  2) in your past emails sent to me, you stated that the firmware was out of date. However, when I corrected you in an email saying that I had up to date firmware at the time of the crash, I never got a response back and have been waiting for a response since June 15th. You only responded a month later after because I reached out to the BBB.

  3) Let's hypothetically humor you and say my software was out of date. Since I did not get any notifications, errors, warning codes, etc at time of starting the drone when it crashed, this still goes to show that the software was faulty for not notifying the user. The user cannot be liable for the program not warning them. That is the fault of the programmers and manufacturer. 

  Sincerely,
  
  Roman Tabachnyy

  Customer Answer

  Date: 07/14/2022

  Here is a link to the warranty on the autel website.