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:07/06/2025

  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.

  Changed my router and need to link cameras to it. Won't let me log in to my account. Try to reset my password and the app tells my that it can't send anything to my email address. Tried opening new account and it says that email address already exists. Tried with different email and can't send anything to that email either. Service is automatically taken out of my account. I want to cancel their service.

  Business Response

  Date: 07/07/2025

  Hello, it looks like you have not reached out to our team with the provided information. If you need assistance with your services, please reach out to our Wizards Team (********************) with any issues, questions, or concerns. We are unable to provide full troubleshooting via BBB as we cannot determine the full issue you are experiencing here. Thank you.

• Initial Complaint

  Date:06/27/2025

  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 bought a Wyze camera in October with a prescription for a year at $19.99, today 6/27/2025ni added two more cameras for $39.99. I when I hit submit it canceled the camera in October and only added the two cameras today leaving one camera unable to get coverage and didnt give back the money from October. I wanted to adde 3 cameras to the plan not take it away. **************** said they didnt see the one in October that their system only shows two. I told them I have the proff and they said it doesnt matter.

  Business Response

  Date: 06/27/2025

  Hello, Wyze is unable to make any changes to your subscription as in-app purchase info is not shared with us by ***** or ******. You may cancel your existing subscription with the following steps:
  
  For iOS users:
  Open your Wyze app.
  Tap Account, then Services. Select your subscription.
  Click Edit Plan.
  Adjust the quantity to 0.
  Tap Cancel Subscription.
  You will be routed to your iCloud account to confirm cancellation.
  Once you confirm, the canceled subscription will remain active till the end of the pay period. It will not renew.
  
  For Android users:
  Open your Wyze app.
  Tap Account, then Services.
  Select Edit Plan next to the subscription.
  Under Quantity, tap the subtraction sign (-) to lower the quantity to 0.
  Tap Cancel Subscription.
  Once you confirm, the canceled subscription will remain active till the end of the pay period. It will not renew.
  
  *********************************************************
  
  If you have any questions about refund requests, please reach out directly to Apple (for iOS users **************************) or ****** (for Android users ***************************).
  
  We apologize for any confusion or inconvenience this may have caused.

  Customer Answer

  Date: 06/27/2025

   
  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.
  
  what they have left out is they will give me a $50 card to close this case.
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/21/2025

  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 paid for a **** annual subscription December 1, 2024. On 6/21/25, I received a fraudulent charge for an annual subscription for Wyze -6 months after I paid for an annual subsctiption. Attempted to contact them. They dont answer the phone. They dont respond to email. They dont respond to chat.

  Business Response

  Date: 06/27/2025

  Hi there, it looks like our team got back to you on 06/21/2025 and was able to solve your issue by issuing a cancellation and refund. If there are any other questions please let our team know. Thank you.

• Initial Complaint

  Date:05/26/2025

  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 ordered cam plus for 1 camera which they offer at ***** per year or 2.99 per month. I discovered 18 months later that I had been charged twice for the two years and also monthly for 16 months. I never received an additional service. I called 3 times. The first time they refused to help. The second, they offered me a refund and only refunded me 2.99 for the last month. The third time they spoke to someone in the back end and said they would email me. That email stated that they cannot refund my money because the service expired. What service??!!! I never had the service that they charged me for! I also left a message with the corporate office and never heard back. They owe me $45

  Business Response

  Date: 05/28/2025

  Hello, it looks like our team is in the process of assisting with a cancellation and refund. If you have any questions, please let our team know. Thank you.

• Initial Complaint

  Date:05/24/2025

  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 am a customer of WYZE and the service was okay at first until they took the emergency dispatch calls and text alerts away from me. On my Wyze App my door chime gives me no notifications and I cant check my box in my Wyze app. When I call customer service I have to wait 1 hour to talk to someone. I cant chat with no one and I always have to get a TICKET. I have filed many WYZE LOGS because my security services are not working properly. Someone is always illegally hacking into my WYZE app. I cant see any of my events on my monitoring system. My Chime does a double chime with different tones. I cant enable my chime at all for notifications. On WYZE INTELLIGENCE I had Video Search and Descriptive Alert and now I dont have those anymore. Some of the Wyze employees are not helpful. Every time I create a Wyze Log, they say that no one will give me a response and I have to go to the help center. Are you kidding me ??My WYZE DUO Camera goes offline and I have good ************* At 12:27am my Wyze doorbell duo camera says fail to load cloud and for me to fetch event as if I am dog. I am a loyal WYZE CUSTOMER AND I DESERVE RESPECT. Mr. *** ***** is the CEO of **** he has to notified about these serious issues. I am a woman who has to have my vehicle and apartment severely monitored and secured. Theres more issues concerning my Wyze security that has to be addressed. Thank you.

  Business Response

  Date: 06/03/2025

  Hello, if you feel your Wyze account password has been compromised, I recommend changing it by selecting the Lost Password option before signing into your account. You can either perform this via the website (************) or via the app at the sign-in screen.
  
  You can also setup two-factor authentication on your Wyze Account. This will force any user who attempts to log into your account to use a special code that is generated within the 2FA app. This code changes every minute and if a code is not current and fresh, they will not be able to gain access to your network. This would be the most secure way to protect your cameras, account, and data.
  
  Here is some additional information regarding 2-Factor Authentication: Two-Factor Authentication (*************************************************************************************************).
  
  These steps will help secure your account and prevent access to your cameras.

  It looks like you may have multiple tech concerns. As you are running into quite a few issues it would be more beneficial to have our team follow up, please provide your most recent ticket number or reach out to our Wizards team (********************) so we may assist further. Thank you.

  Customer Answer

  Date: 07/09/2025

  I was not receiving good service from Wyze like 

  My door camera was offline and I have excellent 

  WIFI. A person could not hear me talk through my 

  WYZE Doorbell Camera or someone would illegally

  Hack into my Wyze app and charge some things in my Wyze App. The services I had like some calls when my alarm goes off and other features I now have to pay $25.00 a month for and I already had those services. Thank you for your help.

  Customer Answer

  Date: 07/17/2025

  I am just making sure that my **** services is running in excellent shape and also my **** service is excellent like my Wyze doorbell, Wyze Chime and Wyze Cameras. 
  

  Thank You,

   

  Ms.***** Dooley 

• Initial Complaint

  Date:05/18/2025

  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.

  Two cams failed. I'm 81 yrs. I have arthritis but I've climbed ladders and followed all directions. Up and down ladders and stairs. These inconsiderate people have all the info necessary in my account they need but keep coming back for more. Date and point of purchase et al. They sent unreasonanle steps and requirements that I can't fulfill. Now they want me to change my router password. That is what they wanted before and that is where everything failed. I have wireless.

  Business Response

  Date: 05/19/2025

  Hello, it looks like our team is in the process of replacing your items but are missing required information. Please provide the information that is needed so we may move forward. Thank you.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23347575
  
  I am rejecting this response because: You have requested info that I cannot access due to my disability.

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

  Business Response

  Date: 06/03/2025

  Hello, the *** address will be required in order to move forward with the replacement. You can access the *** address within the app by going to the device > settings > device settings. 

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23347575
  
  I am rejecting this response because:They are asking me to provide info that is available in my registered products in my account on their website. They have slow walked for hours on this claim. I paid around $208 for these camerass. I am 81 yrs old I've followed their instrucctions but because of my shakey handds I cannot do the things they want. I would be glad to send them the cams for analysis or replcement. It seems they would prefer to spend more than the cost in denial of the claim than to simply replace them. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/17/2025

  Hi there, as mentioned the *** address can also be found within the app under the device information settings. It looks like we have received the *** address from you and our team is currently moving forward with the replacement. Thank you.
  

• Initial Complaint

  Date:05/18/2025

  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 got this from amazon wyze doorbell pro back November 28 ************************************************************************************** or i have contacts a,amazon

  Business Response

  Date: 05/19/2025

  Hello, Wyze cannot issue refunds for items after the initial 30 days after purchase or purchased from authorized resellers. Only items that have been purchased directly from **** through the Wyze Store can be returned to ****. Items purchased through ***** authorized resellers and distributors must be returned in accordance with their respective returns and refunds policy.

  It also looks like your item is out of warranty by over a year. In this case, while it is out of warranty, our team has offered and issued a gift card of $10 as a courtesy.

  We will not be able to offer any further compensation or refunds at this time.

• Initial Complaint

  Date:05/14/2025

  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 have repeatedly canceled an add on subscription service with **** as the add on service for Cam *** application never worked with my device. I have tried cancelling the service and via email for SEVERAL Months and I continue to be charged. this has been going on for over 7 months. and i have to fight the charges with my CC.

  Business Response

  Date: 05/15/2025

  Hi there, we are unable to locate any subscription for *******. We did find one subscription for Cam **** but do not see any cancellation requests. If you need further assistance, please contact our ******* team (********************) for assistance. Thank you.

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23330009
  
  I am rejecting this response because:

  Initially sent an email back in December 2024. I also tried cancelling by opening a case and would never get a response on the manner, I did this a series a times. I can find the case numbers to them, but I will keep searching. 

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

  Business Response

  Date: 05/23/2025

  Hello, we have located your subscription and cancelled it. Refunds may take 3-5 business days to reflect back to your account. Thank you.

• Initial Complaint

  Date:05/14/2025

  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 purchased 3 Wyze pancam v3's at the end of 2023. From day 1 I had issues with 2 of the 3 cameras SD card recording capabilities malfunctioning/not recording. I contacted Wyze about the issue through the entire time that the warranty should cover issues. I've tried all of Wyze troubleshooting via website and tech support ie: tried various types of SD cards including Wyze SD cards that would not record properly in the 2 malfunctioning cameras but work fine in the 3rd one. I was told that engineers don't have a fix yet and to be patient as a future firmware should fix the issue shortly. After contacting Wyze multiple times and getting the run around and empty promises. The warranty is now up and after speaking to Wyze again and talking to a specialist *** I was told they would ***lace the 2 cameras or give me a gift card for the value of them if not in stock. They asked me to send screenshots of both cams info to get the return started. After I submitted and ***lied to the email like it asked id get an email days later saying we haven't received a response and are closing the ticket. This has been ongoing no stop and is unacceptable. I've been a Wyze customer since day one when they launched and own 8 cameras plus Wyze subscriptions. **************** was great the first few years when Wyze came out but now horrible. I even stayed with this company after countless security breaches and other ***utable businesses that say not to buy as the service is horrendous. All I want is for them to make things right, I trusted the many emails and phone calls that the problem I had would be fixed via a future patch but never was. I was told id get 2 new Wyze pancam v3 ***lacements so that is what I should get.

  Business Response

  Date: 05/15/2025

  Hello, it looks like we are missing information to move forward. Please provide your proof of purchase to our team so we may process your credit or replacement. Thank you.

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23328475
  
  I am rejecting this response because: I've sent redundant emails since 2023 when I bought the cameras from WYZE! I will be more than happy to add all corresponding emails. I also have the copy of receipts and will upload to bbb if it lets me. I find it amazing that they pretend like they don't know if I bought them from them when I uploaded the Mac address as requested and that is in the system.  
  
  Sincerely,
  
  **** *********

  Customer Answer

  Date: 05/22/2025

  I'd call this half resolved as Wyze did not refund me the entire amount of both cams. They did give me partial credit that will cover almost one camera. At least I had a *** that worked a little to make it right.

• 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.

  April ******* I noticed my credit card had an unauthorized transaction from ********. This company gave me three months of service to keep me as a customer. My credit card expiration date and year had expired I never gave Wyze Labs my new credit card information. This company manipulated the expiration date and year and pushed the payment through without my permission. Attached is the proof. Im requesting a refund and I will be contacting local authorities in my state. this is fraud. I have notified my bank to cancel the credit card.

  Business Response

  Date: 04/30/2025

  Hello, a refund was already processed for this transaction as of 4/29/2025. Refunds may take 3-5 business days to reflect back to the account.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23266685
  
  I am rejecting this response because: The business has failed to reply how they received my new credit card when it was not in their system. This is a criminal act. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 05/09/2025

  Hello, ****'s subscriptions systems charge fees for active subscriptions only to a credit card account that a user has proactively added to our systems.  Wyze has no ability to access or charge a credit card number / account that has not been proactively added to our systems by the user.  
  
  In this particular instance, we suspect that your preexisting credit card account (that was proactively added to the ************* was automatically charged for this renewal, and that such charge was honored by your credit card provider.  
  
  As explained in our previously response, Wyze has fully refunded the fees associated with the transaction at issue, and as such, we consider this matter resolved.

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23266685
  
  I am rejecting this response because: Wyze is not accepting responsibility of it's error. Im want any type of payment method removed from your database. Then this will be over thank you 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 05/13/2025

  Hello, your saved billing information can only be removed once you no longer have any active subscriptions or any pending refunds from cancelled subscriptions. 

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23266685
  
  I am rejecting this response because:
  I do not have any active subscription. I'm not paying for anything. This company has no valid or active card. 
  Sincerely,
  
  ******* ********

  Business Response

  Date: 05/19/2025

  Hello, your saved billing information can only be removed once you no longer have any active subscriptions or any pending refunds from cancelled subscriptions. We have no further updates for this case and will consider this matter resolved as we have provided all information that is necessary. Thank you.