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Business Profile

Security Cameras

Wyze Labs Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Cameras.

Complaints

Customer Complaints Summary

  • 398 total complaints in the last 3 years.
  • 123 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/10/2025

    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.
    My husband purchased Cam ********* Plus on 11/13/24 through ****** Play, and Wyze is unable to find the purchase. The charge was disputed through the bank, however, since ****** Play provided proof of the funds being transferred to ****, ****** has done their part and the fault lies on Wyze. The customer service **** on the phone states the only people who can address this issue work via email. He has communicated with them via email on multiple occasions, only to get scripted responses that do not address the problem. The emails ask for his email address to look up the purchase *************************** and simply state they cannot find the purchase. That is the error on Wyze's part. Wyze needs to either 1. Refund $129.99, 2. Give credit of 1 year subscription to the account, and/or 3. Communicate with ****** as to what happened with the funds. It is absolutely unacceptable to ask the CUSTOMER to communicate with ******, and in which we did, and received the ***** OF PAYMENT THAT WYZE HAS RECEIVED OUR FUNDS, to just be repeatedly ignored via email with absolutely no way to talk to a manager.

    Business Response

    Date: 01/16/2025

    Hello, at this time, we do not have additional steps to try and are unable to make any changes to your subscription on our end as in-app purchase info is not shared with us by ***** or *******

    For further assistance, please reach out directly to ***** (for iOS users **************************) or ****** (for Android users ***************************). Please note that all subscriptions purchased via the Wyze app are non-refundable.

    We apologize for any confusion or inconvenience this may have caused.

    Customer Answer

    Date: 01/16/2025

     
    Complaint: 22792682

    I am rejecting this response because:

    We have already reached out to ******. They were unable to refund us because they have already sent the payment to Wyze. ****** sent us the proof of payment to Wyze. Please see attached. We even disputed the charge with the bank and the bank has determined that ******'s proof is sufficient to show that they did their part in sending the funds to Wyze. You need to communicate with ****** and find the funds, not us (we already did). It is unprofessional to keep putting your system error on the customer. Find and refund the $129.99, or give us credit for another year of cam unlimited plus as we purchased via ****** on 11/13/24. This is not our error.

    Sincerely,

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

    Business Response

    Date: 01/29/2025

    Hello, at this time, we do not have additional steps to try and are unable to make any changes to your subscription on our end as in-app purchase info is not shared with us by ***** or *******

    For further assistance, please reach out directly to ***** (for iOS users **************************) or ****** (for Android users ***************************). Please note that all subscriptions purchased via the Wyze app are non-refundable.

    As we have no actions we are able to take we will no longer be responding to this case. We apologize for any confusion or inconvenience this may have caused.

    Customer Answer

    Date: 01/29/2025

     
    Complaint: 22792682

    I am rejecting this response because: This is fraud and theft. We have submitted proof to you that ****** has sent you the funds. They are unable to refund because you have the funds. You should not partner with ****** and have the option for purchases through ****** if you are not going to accept any responsibility and put all the work on the customer. We will no longer be using Wyze after our subscription ends and we will no longer be recommending it to friends and family, like we have done dozens of times. You can fix this situation, you just choose not to.

    Sincerely,

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

  • Initial Complaint

    Date:01/01/2025

    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.
    They kept spamming me with around 20 emails about $89 for a year of cam plus. I finally clicked on the email and ordered the cam plus, they charged my card and then they cancelled it and falsely accused me of fraud. That is called defamation.Please restore my account immediately and never falsely accuse people of fraud.

    Business Response

    Date: 01/03/2025

    Hello, it looks like the order was declined due to the information provided on the transaction. Please review your payment details and/or speak with your bank.

    In order to try again, you will need to place a new transaction, the previous transaction attempt is void.

    Please note - sometimes your bank may have released funds, but they are withheld in our payment gateway for the verification process, and released back to your bank if the order is declined. Your bank can take 2-5 business days to process and return that to your account.

    Customer Answer

    Date: 01/03/2025

     
    Complaint: 22754864

    I am rejecting this response because:
    That is not true. The transaction was processed and my card was already charged. And payment already was processed to Wyze.

    Please dont falsely blame the bank.


    Sincerely,

    *** Butk

    Customer Answer

    Date: 01/16/2025

    It was paid for and then Wyze made false claims against me

    Business Response

    Date: 01/29/2025

    The payment and order were voided. This means the charge would either drop off or be refunded depending on the card type. **** does not have the users funds and we would recommend they check their bank statement to confirm.

  • Initial Complaint

    Date:01/01/2025

    Type:Service or Repair 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.
    Wyze Labs has been charging me for 3 subscriptions even though I only have one. I spoke with someone from Wyze who said I couldn't cancel my subscription through them. She said I had to contact ****** and would give me a phone number. She refused to give me the phone number while talking to her. She said she would email it to me after the call. The phone number she gave me was for ****** Ads, and was no help to me whatsoever. I called again and this time was told that I could cancel through ****** Play or I could call the phone number for ****** Headquarters that the agent had just ******d. So this company is giving info from ****** searches that customers can find on their own, and that's their only means of resolution when the customer is having money debited from their bank account??? I think **** is a greedy company who steals from customers then blames everything on ****** Play. I want the money that was stolen from me put back into my bank account. These business practices are extremely shady and it's wrong to take money from people for services they are not even using.

    Business Response

    Date: 01/03/2025

    Hello, at this time, we do not have additional steps to try and are unable to make any changes to your subscription on our end as in-app purchase info is not shared with us by ***** or *******

    For further assistance, please reach out directly to ***** (for iOS users **************************) or ****** (for Android users ***************************). Please note that all subscriptions purchased via the Wyze app are non-refundable.

    We apologize for any confusion or inconvenience this may have caused.

  • Initial Complaint

    Date:12/28/2024

    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 put in an order for a vacuum on Saturday 12/21. A few hours later I contacted customer service and I tried to cancel the order. They told me they couldnt cancel the order even though they said they only process orders on business days. They assured me I could return the vacuum once I received it. The vacuum finally arrived a week later (Saturday 12/28) and suddenly my brand new, unopened vacuum is not able to be returned for a refund or even store credit. ( I cant use this vacuum because it requires an internet connection to operate and my WiFi signal is not good because I live in a rural area.)

    Business Response

    Date: 01/03/2025

    Hello, our team will reach out regarding the return. Thank you.

  • Initial Complaint

    Date:12/20/2024

    Type:Delivery 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 purchased a vacuum cleaner on their website and did not receive it. ****** delivered it to a wrong apartment.

    Business Response

    Date: 01/03/2025

    Hello, a replacement was issued December 20, 2024. We have no further actions we can take at this time. Thank you.

    Customer Answer

    Date: 01/03/2025

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:12/17/2024

    Type:Service or Repair 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.
    $2.99 monthly subscription for a camera that is no longer used. I have logged onto the account and tried to call. no way to cancel the subscription that I can find. I hit the button to cancel and it does not cancel

    Business Response

    Date: 01/03/2025

    Hello, please take a look at this guide on how to cancel your services:

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

  • Initial Complaint

    Date:12/14/2024

    Type:Service or Repair 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.
    My husband purchased a wyze security camera on Nov ******* from ******. It was delivered at a later date. It was a Christmas present so not opened until December 24th and not set up until January. In October 2024, the wyze app prompted me to download/update their software. When I did, their camera failed. After troubleshooting unsuccessfully, I went online and clicked on their customer support where it asked me to submit a log. I submitted log ******* on Nov 9th. A pop up message said they were experiencing higher than normal calls. After almost a month of no response, I phoned December 6th and was told I'd get a replacement if it was within 1 year of purchase. It was when I submitted my online complaint. Now they say I'm outside the return window because it's 12 days after my husband ordered it. It wasn't delivered when he ordered it, it wasn't opened until Christmas day and not set up until January. But regardless, I complained when it was still within the warranty. Their product failed after their software update. It was within warranty time frame. I expect a replacement or refund. It was their software update that caused the crash.

    Business Response

    Date: 01/03/2025

    Hello, it looks like our team needed further information in order to complete the replacement process. Please respond back to our email with your proof of purchase so we can move forward. Thank you.

    Customer Answer

    Date: 01/03/2025

     
    Complaint: 22687433

    I am adding more proof of purchase. This us a screenshot of my husband's Amazon order of the camera. I provided the order number as well.

    Sincerely,

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

    Customer Answer

    Date: 01/16/2025

    I sent an email with screenshot attachment of proof of purchase of the wyze camera from Amazon. 

    ******

    Business Response

    Date: 01/17/2025

    Hello, once our team has obtained the proof of purchase they will reach back out with next steps. Thank you.

    Business Response

    Date: 02/25/2025

    These items need to be sent to our warranty team for further consideration as mentioned to the user.

    Customer Answer

    Date: 03/04/2025

     
    Complaint: 22687433

    I am rejecting this response because:

    I don't understand what you are asking for. I have provided all the proof you requested.  I showed that my initial complaint to wyze was before the 1 year warranty was over.  Your product failed when your app prompted me to update the software provided by you. I lodged a complaint and received no response. At a later date, I phoned.  I provided the order number, purchase date and everything asked of me. I was told that a new camera would be sent. Then later was asked for the exact same information all over again. 

    Sincerely,

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

    Customer Answer

    Date: 03/07/2025

    I'm not sure how to attach the proof of purchase so I'll try here.

    Business Response

    Date: 03/07/2025

    Hello, as mentioned please follow up with our warranty team about this issue with the proof of purchase so they can issue the replacement. Thank you.

    Customer Answer

    Date: 03/07/2025

     
    Complaint: 22687433

    Here is the proof of purchase that I sent previously but isn't attached in this file.

    Sincerely,

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

    Customer Answer

    Date: 03/17/2025

    Wyze sent me a replacement camera. How do I accept their offer and close the complaint?

  • Initial Complaint

    Date:12/13/2024

    Type:Service or Repair 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.
    On November 13, 2024 I made a payment of $129.99 through ****** pay to Wyze Labs for renewal of my annual "cam unlimited" service. When I loaded the Wyze app it did not recognize my service as active. When pressing for the "cam unlimited" link an error would appear stating "Error, your already subscribed to Cam ********* Annual." I attempted to refund the amount due to the technical error. ****** stated that the refund could not be done because Wyze already received the funds. ****** sent me and my bank proof of them properly providing the money transfer service to Wyze.When I contact Wyze, they refuse to issue the refund because they cannot see the purchase. They will ask me for my email to verify the account and then once I tell them, they stop responding. I have sent them all the proof and have had much patience in it being resolved.I have contacted Wyze on the following dates via email:November 14, 2024 November 20, 2024 November 25, 2024 December 5, 2024 December 6, 2024 December 10, 2024 December 13, 2024 I have also contacted them by phone but it was stated that their live representatives only deal with technical support. My bank has verified the proof that ****** has sent the money to Wyze.

    Business Response

    Date: 01/03/2025

    Hello, as it has been noted we do not have additional steps to try and are unable to make any changes to your subscription on our end as in-app purchase info is not shared with us by ***** or *******

    For further assistance, please reach out directly to ***** (for iOS users **************************) or ****** (for Android users ***************************). Please note that all subscriptions purchased via the Wyze app are non-refundable.

    We apologize for any confusion or inconvenience this may have caused.

    Customer Answer

    Date: 01/04/2025

     
    Complaint: 22685807

    I am rejecting this response because: I have already provided evidence that ****** correctly processed the transaction on their end. Wyze accepted the funds. Therefore **** is responsible for the error. I will not be accepting any other offers than a refund at this point. I have reached out to the company multiple times and I only receive clearly scripted responses and no direct management assistance from their support. Their tech department is the only department that seem to be available for phone assistance. I have even tried asking for alternative options to resolve this matter.

    Sincerely,

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

    Business Response

    Date: 01/16/2025

    Hello, we are unable to make any changes to your subscription on our end as in-app purchase info is not shared with us by ***** or *******

    For further assistance, please reach out directly to ***** (for iOS users **************************) or ****** (for Android users ***************************). Please note that all subscriptions purchased via the Wyze app are non-refundable.

    As we cannot assist any further, we will no longer be responding to this complaint.

    We apologize for any confusion or inconvenience this may have caused.

    Customer Answer

    Date: 01/17/2025

     
    Complaint: 22685807

    I am rejecting this response because: Wyze has shown a complete lack of responsiveness to customer care. The responses I have received show a lack of empathy and knowledge. I even offered alternative solutions. The company offered me $40 in gift cards, how is is that not the same as giving my account credit or even giving me a gift card for the amount I lost.

    I have displayed proof of their apps technical failure and they refuse responsibility. I was try to avoid this but, it seems that my only option left is to seek legal action for reimbursement of my original amount requested and legal fees.

    With all due respect,
    ******* *******

  • Initial Complaint

    Date:12/13/2024

    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.
    They are double charging me for a long time. I paid for the subscription in advance and still charge me monthly fee. *** going on for a long time. They wont give my money back

    Business Response

    Date: 01/03/2025

    Hello, a cancellation and refund was issued for this. Refunds may take 3-5 business days to process back to your account. Thank you.

    Customer Answer

    Date: 01/04/2025

     
    Complaint: 22683071

    I am rejecting this response because: Received a refund for a month! Been double charging ne for years!

    Sincerely,

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

    Business Response

    Date: 01/16/2025

    Hello, any refunds issued are in accordance with our policy. If you have any further concerns about this, please reach back out to our services team. Thank you.

    Customer Answer

    Date: 01/16/2025

     
    Complaint: 22683071

    I am rejecting this response because:

    Sincerely,

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

    Customer Answer

    Date: 01/22/2025

     
    Hi! Wyze charge me twice. They charge me monthly for cloud services. The also charge my wife credit card annual cloud service  

    Business Response

    Date: 01/30/2025

    Hello, any refunds issued are in accordance with our policy. If you have any further concerns about this, please reach back out to our services team. Thank you.


  • Initial Complaint

    Date:12/11/2024

    Type:Service or Repair 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.
    Purchased a wyze Doorbell Pro September 7 2023. I have since had to charge it twice both times with no issues. I go to charge it this time it does not light up or function. I contacted support to figure the issue out. They checked on my warranty and they said it had expired. The Device is 2 months outside of the warranty.

    Business Response

    Date: 12/11/2024

    Hello, it looks like a replacement was issued today (12/11/2024). Thank you.

    Customer Answer

    Date: 12/11/2024

     
    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,

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

Wyze Labs Inc is NOT a BBB Accredited Business.

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