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:04/28/2025

  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 contacted Wyze today to try and get access to footage from my home on 4/8/25. There is most likely video of my child being abused and I need to to take my husband to court so I can have full custody and keep my child safe. I was told I would hear back and received the attached message: I do not have a lawyer for this yet, its just my husband and I facing off in Juvenile Court, so I dont understand why they are giving me such a hard time to access MY camera footage which I have been paying for their services for YEARS and it is literally needed to I can protect my children? The person that responded to this should be fired.

  Business Response

  Date: 04/30/2025

  Hello, our team provided an update on 4/29/2025. As we cannot discuss safety or private information here we would recommend responding to our latest email for further assistance.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23260065
  
  I am rejecting this response because: their email response was not helpful and didnt resolve anything, hence why I had to file a BBB complaint.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 05/09/2025

  Hello, Wyze BBB will not be able to provide any information through BBB due to the sensitivity of this issue. The response sent on April 29, 2025 from our team will be the most up to date information we will have for you. We apologize for any inconvenience this may cause.

• Initial Complaint

  Date:04/24/2025

  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.

  Exterior cameras were ordered after crime in the neighborhood. My HOA will not allow me to put up cameras with cords. So I have been attempting to get WYZE to send me a postage paid return label and then a refund of the costs. I already ordered and received the battery replacement type cameras. From ****. In good faith I have tried and tried to get these items returned. To no avail. Before you ask, yes, I have gone through their online return process. Several times. However, it is a circular process which goes nowhere. I tired several times and several different computers thinking I was doing something wrong. I was not. Including the ** bot, also went in circles. 4/14 after some digging I was able to find an actual phone number for their support and called it. There I spoke to an agent who took all my information. He assured me I would be receiving a postage paid return label. Nothing ...4/18 after much trying I was able to get another agent into a chat. He also took all the same information again. Gave me all the same lip-service. Yes, they would be sending me a postage paid return label, ***, bla, bla. He also told me there was no information within this order documenting my call from 4/14. I am attaching a copy of the chat with this agent showing what he too said would happen.4/22 dispute over charges filled with AFFIRM.4/23 filed complaint with SHOP who was the shipping company.4/23 mailed a letter to WYZE via **** demanding the postage paid return ***************

  Business Response

  Date: 04/30/2025

  Hello, a return label was sent as of 4/16/2025. We also resent the label a week later to your email address. Please check your email to receive and print your label to return your items.

  Please note: if any chargebacks are filed Wyze will be unable to issue any refunds until the case is settled.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23245064
  
  I am rejecting this response because: no refund has been issued. Package received by them in ******, ** @9:49 AM. I dont believe they acted in good faith with me. Issue the refund in full. Then and only then will I look at this complaint again. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/09/2025

  Hello, we took a look at the most recent information and while the items are returned, we are not able to issue a refund due to the open chargeback. Once a chargeback is filed the funds are put on hold for up to 90 days or until the bank releases them. Once the case is settled, Wyze will be able to issue a refund depending on the outcome of the case.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23245064
  
  I am rejecting this response because: once again they are stalling. No refund still.  I released the chargeback last week when they asked for it. Against my better judgement as it was a complaint with Affirm that triggered the charge back. In a chat message with affirm they assured me it had been released and they could accept the full refund amount. At this point I believe affirm way more than Wyze. So now the payments have kicked in with affirm. Which couldnt happen if funds were being held 90 days. I am left holding the bag. Making payments for merchandise in their possession. Neither the shipping box nor the items inside were ever opened. What I asked Wyze for today was they mail me  a refund check. If this doesnt happen and they think they can wait 90 days I will be escalating my complaint to the ********************************** office for mail order fraud. Make a complaint on their local business license as well as through the state. This has gone on long enough. They think if they make it hard I will go away. I wont. Please make them do the right thing. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/19/2025

  Hello, as mentioned chargebacks will stay on hold for up to 90 days or longer depending on the bank. The chargeback is still in pending on our side and we are unable to touch the funds or issue a refund due to the funds being on hold.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23245064
  
  I am rejecting this response because: still no refund. I am now making payments on merchandise in their possession. In effect they are now making me pay for these items twice. There isnt a single reason they cannot send me a paper check. They are playing games. Incredibly poor customer service; dancing around the edges of criminal behavior.  Repeating my original demand: FULL REFUND OF MY ORIGINAL $375.00. No other solution will be accepted. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/18/2025

  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 noticed recently that after Wyzed forced me to pick a new billing plan they were still charging me for both the old and the new plan. I had been on a plan that was $1 a month auto billed to me. They forced me to pick a new plan and I selected one for $19 annually. After noticing that they had continued to bill me for both plans (no account changes, same username and password, only change was them forcing me to pick a new plan). I contacted customer service who at first told me it was my fault for not canceling the first plan. After much back and forth and explaining that there was no option online to cancel the $1 a month plan as it no longer showed me on that plan and also reiterating that they made me change plans, it was not my choice. They finally agreed to provide a credit of $32. They issuer 23 credits of $1 each. I am missing 9 credits. Everytime I reach out they direct me to my bank and per my bank I need them to get the refunds transaction ID from their processing company for the refunds as my bank only has recieved the 23 $1 refunds. They can not trace the other 9 refunds with out this information. The **** I have been emailing with at Wyze absolutely refuse to get this information and keep referring me to their internal invoices showing they refunded 32 $1 transactions. Their invoices do not provide the required information the bank needs to trace these refunds they claim they already provided.

  Business Response

  Date: 05/07/2025

  Hello, we took a look at our payment platform and it looks like all items have been refunded back to your account. Refunds may take 3-5 business days to reflect back to your account. Thank you.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23222845
  
  I am rejecting this response because:

   

  They still have not addressed the issue. They have been saying all along that they refunded me but can not provide me the proof needed for the bank to find the refunds as they have not all been credited to me. I need the transaction IDs from their credit card company so that all the refunds can be traced. With out this information the bank can not find the refunds that they claim they have already provided. 

  
  Sincerely,
  
  ****** Small

  Business Response

  Date: 05/19/2025

  Hello, refunds will show up to your account within 3-5 business days. We do not currently have any further information to offer at this time. Thank you.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23222845
  
  I am rejecting this response because: It has been well over the 3-5 business days and all the refunds have not been provided. My bank cannot do anything without the transaction IDs for refunds they claim they have provided. I have inly received the 22 refunds shown in the attached screenshots from my *************** account. Nothing more.

  
  Sincerely,
  
  ****** Small

  Business Response

  Date: 06/03/2025

  Hello, as mentioned we do not have this information to provide. Your bank should be able to see all of the original charges and refunds through their system.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23222845
  
  I am rejecting this response because:

   

  it has been months past the 3-5 business days you keep advising to wait. I NEED the refunds transaction IDs from your payment processor in order for my bank to find where those refunds went as they did not go to my bank! 
  
  Sincerely,
  
  ****** Small

• Initial Complaint

  Date:04/14/2025

  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 have been a customer for wyze for a long time, because of this I had a legacy price for my subscriptions of which was originally $7.99 which was update to $9.99 after that I was told it won't be changed again, last year 12-2-2024 the price was changed again with notification and I renew for a price of $14.99 x2 for a annual subscription this year 2-12-25 as part of a test program I was given a free 3 month subscription in order to test a new product. This was supposed to be separate from my annual subscription, as it was just for that one device.I contact support on 4/13/2025 when I notice my service had changed to a month plan for all my cameras. on 4-14-2025 I was informed that it was a error, but I would not be receiving my legacy price and am now force paying at a higher ******** subscription was changed without my consent I was not informed beforehand and I would like my prior status and subsciption returned, this was a error of the company and I should not have to pay for their mistake

  Customer Answer

  Date: 04/15/2025

  Sorry for troubling please close this complaint

   

  At this point I want nothing to do with this company

  Business Response

  Date: 04/15/2025

  Hello, this complaint is in regards to a test you signed up for. These tests have NDAs and contracts that are signed by and agreed to by users who choose to sign up for these tests. Openly discussing these tests goes against these NDAs.

  Furthermore, as a one-time courtesy, a refund was already issued to you for your services. We will no longer continue to discuss this in any public matter. Here is the statement from the test you agreed to when signing up for the test:

  "For existing Cam **** users: You will be upgraded to the Cam ********* plan and your existing plan will be cancelled. Any unused time will be credited to your account. If you want to switch back to Cam **** at the end of the test, you will need to repurchase Cam **** and any unused time will again be credited to your account."

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23205132
  
  I am rejecting this response because: The issue I have is regarding the service I was receiving before the NDA.  I have not discussed anything in regard to the tested product, But my original service, which was an altered without consent. Never was I informed of the possibility of the change of my already existing service, permanently raising my price.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/08/2025

  Type:Delivery 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 son, my sister, and I lost products in the LA fires. My son and I lost the Wyze Cam v4 white, the Wyze Cam pan v3 white, and the Wyze Cam floodlight pro with the plug in mount white. My sister lost the Wyze Cam OG and OG telephoto white, the Wyze Cam Battery Pro white, and the Wyze Cam Outdoor Cam v2. I contacted them and I have proof I told them that I want it done before 4-1. I contacted from 3-1. Now they are refusing to help. I also have an issue with 4 products with the ticket number *******. I also ordered a Wyze Cam v4 and I still haven't received it. There are a ot of issues I have had with you guys.

  Business Response

  Date: 04/08/2025

  Hello, this program ended on 4/1/25. All eligible requests have been addressed, and we are unable to provide insight into those requests or offer extensions to the deadline.

  If you did not hear back from our team after issuing a request, this means you were not selected for this program. We have a separate team that reviews all requests that are submitted for that program. They are not available through Wyze Support and we are unable to determine why a request may have been declined.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23176080
  
  I am rejecting this response because: I am waitting for the busness to reach out and make this right.
  
  Sincerely,
  
  Arya ****

  Business Response

  Date: 04/15/2025

  Hello, as per our last response, if you did not hear back from our program team or receive any items this means you were not a chosen participant and will not be receiving any items. This will be our last response on this topic as no further items are being sent out as the program ended on 4/1/25. Thank you.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23176080
  
  I am rejecting this response because: I have evidence that I was chosen and that I reached out hut you guys refused to help
  
  Sincerely,
  
  Arya ****

  Customer Answer

  Date: 04/23/2025

  On their website they said that they were replacing devices lost in the la fires. My sister and son cannot speak and as the agent told me I was allowed to help them. So we all lives in the affected area and all of our houses were affected. My son and I lost the same devices a ********************** v4 white, a Wyze Cam Pan v3 white, and a Wyze Cam Floodlight Pro white. My sister lost a Wyze Cam Outdoor V2, Wyze Cam Battery Pro, and a Wyze Cam OG abd OG telephoto (was a bundle pack). All were white. I provided the proof of purchase which they accepted and then I didnt hear back. They blocked me from creating tickets and chatting and even calling them. At our current residence we have 4 products that arent working I provided pictures of the *** ID and proof of purchase as they needed. It is 2 Wyze Cam v2s, a Wyze Cam Pan v1, and a Wyze Cam Outdoor V1. I ordered a Wyze Canm v4 and it was over a month ago and it still hasnt arrived. I have a lot of issues with this company and I would like the proper treatment that everyone else is getting. 

  Business Response

  Date: 04/30/2025

  Wyze will not be reversing the decision to unblock the user. The user was reaching out from multiple emails daily to attempt to bypass the LA Fire program for items they were already declined to receive replacements for.

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23176080
  
  I am rejecting this response because: This is a lie! I never did that I reached out three times and that's it just for my sister and son who are mutes and cannot speak. And myself who is the only living person in the family that can speak! This is discrimination to people of a disability!
  
  Sincerely,
  
  Arya ****

• Initial Complaint

  Date:03/27/2025

  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 ordered a new Wyze v1 cam with chime in September of 2024. The chime hasn't worked since December, but I just got around to doing a Manufacturer warranty claim. Come to find out they no longer make the chime I need. They said since they don't have it anymore I am out of luck. "I can wait to see if it becomes in stock" this chime has been out of stock since November its never coming back so I will never be able to get it. The warranty is non existent if they don't replace the product for an equal product. Terrible customer service he just kept copy and pasting the same thing. The only resolution for this would be for me to spend $100 to get the only available camera with a chime that is in stock. They make bad products, and don't offer any warranty on them don't buy from them.

  Business Response

  Date: 04/07/2025

  Hello and thank you for reaching out. As mentioned by our team the Wyze Chime is currently out of stock, and we are not sure when it may be available next. Our team has issued a gift card for the price paid for your unit to use on ******** as we are unable to send a physical item at this time. 

  Wyze reserves the right to issue a gift card in lieu of a physical replacement when the item is unable to be physically replaced due to inventory constraints.

  We apologize for any inconvenience this may cause.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23124302
  
  I am rejecting this response because: you have no like or similar products to the chime for $24 that gift card is useless to me. You saying that you do not know when it will be back means nothing it has been out of stock since before November and is likely never going to be in stock again. In the meantime I still do not have a chime. The only replacement your company offers is the newest generation of doorbell and chime which is $100 so you basically gave me a coupon to spend more money with you and did not fulfill any warranty. I am not giving your company another dime. The gift card is useless and will never be used.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/23/2025

  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.

  Products failing right outside of warranty timeframe. Very documented that the sense hubs are failing within one year of use usually after a software update that bricks the device. Only resolution is to replace at customer cost with no help or other input from the company. We purchased a new bundle that is offered through multiple retailers including ****** which claims to have a free 3 mo of home monitoring service. Customer support is very difficult to reach and agents seem unwilling to resolve issues. Currently looking for a credit to be applied to an already active home monitoring subscription through their team, as they previously credited us for a different issue that caused their redeemable code to not work. Now being told that we already claimed the code on the box when it was never input, given, or otherwise passed along to the Wyze team with the exception of an email that they do not monitor. See attachments.

  Business Response

  Date: 03/24/2025

  Hello, it looks like our team reached out to you about this 3/23/2025. We would recommend taking a look at this email. Thank you.

  Customer Answer

  Date: 03/24/2025

   
  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.

   

  I recommend that the way in which subscription activations are handled on the customer end are more clearly established, with a way to see if multiple subscriptions are stacking one on top of another. The customer should receive confirmation via email or app communication to alert them that an encrypted code was activated without their knowledge. The software should be checking for an active subscription and not attempt to stack them in the background. The app should show if more than one subscription is running concurrently. There should be firmware corrections made to prevent devices bricking right outside of their warranty timeframes. I recommend that your support staff are more familiar with the issues presented and provide easy to understand solutions that are logical. Finally, all information presented such as firmware causing bricking and silent encrypted activation codes should be common knowledge to all consumers and found in an easy to navigate to section of your webpage.  
  
  Sincerely,
  
  *********** ********

• Initial Complaint

  Date:03/05/2025

  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.

  Wyze charged me for CAM lite for the last twelve months even though I requested them to cancel and they assigned a ticket for this last year. They refuse to refund me.

  Business Response

  Date: 03/06/2025

  Hello, the refund(s) our team has issued are the refund(s) we will be sticking by. No further refunds will be issued at this time. Thank you.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23026579
  
  I am rejecting this response because:

  Wyze did not stop/cancel my cam lite subscription in March 2024 when I asked them to and wyze even created a ticket back then showing they were supposed to cancel it. Hence I see their BBB rating of a F since they don't abide by their word. I cannot buy anymore wyze products nor can I recommend them.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 03/18/2025

  Hello, we do not see any communication from you on March 2024. If you can provide the ticket number we would be more than happy to take a look. Thank you.

• Initial Complaint

  Date:02/25/2025

  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.

  My Wyze camera has not been connected or working since May 2024. The company continued to bill me monthly for 3.18 despite there being no device connected with the service. It's a security camera service fee, that is only useable when a camera device is connected to it. I also cannot view previous videos and monitoring as well. The company, despite knowing there was no device connected, continuted to charge me and probably would have indefinately if i didn't call to cancel it today. it refunded me 39 cents for part of February that was un-used. Thankfully not a huge amount of money - but there should be limits as to how many times a company can continue to charge you when it knows the account is inactive! Additionally, there is no way to view the charges on the app or computer - I just tried. The company does not have the billing information available on the app or website. I was charged 2.99 + tax each month = 3.18, times 9 months, since May 2024 = *****

  Business Response

  Date: 02/26/2025

  Hello, please provide any ticket numbers or information for this case so we may look into this further. Thank you.

• Initial Complaint

  Date:02/20/2025

  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 ordered a new Wyze Cam because my other one broke and none of the trouble shooting worked. I received it on Tuesday and set it up. In adding it to the app, it had a pop up for 6 months of monitoring for free. When I tried clicking on that, it would spin and then never do anything. It made me sign up to pay for monitoring (which I already did for my existing camera that broke so I hope it doesnt keep charging me for that too). I contacted customer service through chat, and the rep ***** seem like she was even paying any attention to what I said my issue is, then she made me jump through a bunch of hoops when they should already have all that information on file since I purchased it from THEM. I want my 6 months free and to cancel the charge and make sure its not going to charge me for my other camera that doesnt work anymore and they couldnt fix.

  Business Response

  Date: 02/25/2025

  Hello, we would recommend reaching back out to our team about this issue. As we understand it, we do not offer a 6 month free promotion and our team would need further clarification on the popup you received in order to help. Thank you.