Complaints

• Initial Complaint

  23/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered the 16-Channel Nocturnal NVR System with 4K (8MP) Smart IP Security Cameras with Real-Time 30FPS Recording and Listen-in Audio system in August of 2021. I did not install it until the start of 2022 because I was doing construction to my home. On June 8th of 2023, exactly 17 months of use of this expensive security system, one of the twelve cameras went blank. I called the technical help department on June 9th. The tech told me to turn the system on then off, which I did. After doing that, a second camera stopped working. The tech then did a complete reboot of the system. After doing the reboot, the entire system would not turn back on (no camera views). The tech then told me it may be a power issue, or most likely the NVR could be defective. He then told me there is no warranty because it has been passed a year since I bought the system. I explained to him that I have been only using the system for about a year and a half, and he said that doesn't matter. I then spoke to a supervisor "Khris, ext *****" in the Philippines, and he told me the exact same thing. He also suggested that I buy another power cord, and try it, and if that doesn't work then the NVR is defective. I bought the cord, but that did not work. I called for help because 1 of my cameras was not working. After the "help" from your technician, NONE of my cameras are working. I now have a complete defective system. This is absolutely ridiculous and extremely unprofessional of Lorex to sell defective products. It has not even been 2 years and their product has stopped working. The price for this system is $1700 + tax, and it doesn't work after 17 months of usage. I can not believe that Lorex is not standing by their product, and wants me to purchase another system after 17 months of use for one of their defective system. The tech is responsible for all of my cameras not working. ********** ******** *** ********

  

  Business response

  07/07/2023

  Hi There

  We're sorry to hear this.

  The system is out of warranty by almost a year DOP Aug 2021.  Nevertheless, our Tier 3 Technician called this customer twice already.

  July 4 at 11:13 am - had to leave voicemail (customer did not return call)

  July 5 at 10:58 am - Customer said he was busy and to call back later

  Customer is now required to get in touch with Tech Support at 1-888-425-6739 and make reference to ticket # ******, for us to determine where the problem is and what accommodation we can make to resolve this.
  

  Thanks and Regards

  LOREX HEAD OFFICE

  Customer response

  15/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  July 4th is a National holiday in America (our Independence Day), and I dd not hear my phone ring on that day.

  I spoke to a tech on July 13th. He stated I will have to buy the Nocturnal NVR from Lorex at a price of about 200 to 250 USD (50% off), and Lorex will also provide me with 2 cameras free of charge. I don't believe I should be required to pay for any item since Lorex sold me a defective product. However, I agreed to pay the 50% since I am currently out of a security system for my home. The tech then said someone from the sales department will contact me on July 14th so I can pay for the NVR. No one contacted me.

  Today, July 15th I called the sales Department since no one contacted me. I spoke to Santiago (ID # *****) and informed him of the situation. At first he could not find the notes of the situation. After some digging, Santiago came back on the phone and stated he found the notes on my account. He said he could not provide me with the 50% off or the free cameras. He said someone else with have to deal with this issue since it is an escalated issue, and that someone will contact me on July 17th. He does not believe I will get the NVR for 200/250 USD.

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

  

  Business response

  17/07/2023

  Try calling this customer at ************!.  After suggesting that we call him after 1 pm EST  A rep from HO called 4 times and even sent him a message via ticket  ******.  No Response! Even though the warranty is out by almost a year, we are willing to replace the 2 cameras no charge, however he must pay for the recorder.  We agreed to 50% off with no refund only a 90 day warranty.  Customer will also be required to return the old Recorder.  Please advise what is a good time for the Rep from HQ to call him for his credit card information. Thanks and Regards LOREX HEAD OFFICE

   

  Customer response

  19/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Someone was calling me from a "restricted" number, and I did not pick up. I do not answer "restricted" numbers that call my phone, because it is usually telemarketers or someone soliciting me.
  Usually, whenever someone from Lorex calls, my caller ID would say "Lorex"
  On 7/17/23, someone called a few time from a "restricted" number, and I did not pick up. If it was someone from Lorex, why did they not leave a message? That is extremely unprofessional if it was a Lorex representative. They should have left me a message to let me know it was a Lorex rep, and I would have picked up. 
  Why would someone call me 4 times, and not leave me a message. No message was ever left. A head office rep should know better.
  Reps should know to unblock their numbers or leave a message stating it is a Lorex member, and then I would pick up if they are calling from a restricted number.
  In addition, I requested a call around 1pm Eastern US time. No one called me around that time.
  
  Sincerely,
  
  ****** *********

  

  Business response

  25/07/2023

  Hi There

  The July 19  response from the customer is inaccurate, absurd and frankly, disappointing! 

  More so, after we offered to consider working with him to resolve the issues, A YEAR after the warranty expired!

  A Senior Rep from HQ spoke to him on the 18th at 12:54 pm and assured him that the 2 free replacements cameras and Replacement NVR (brand New) were shipped.  

  Tracking number ****************** delivered July 21st.

  Thank you!

  LOREX HEAD OFFICE 

  Customer response

  27/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  My July 19th email was in response to their July 18th email about them trying to contact me 4 times, and also stating that I said I was busy. If you're calling me 4 times, you should have at least leave a message on the 3rd try.

  I do agree that the senior rep did contact me the following day, and we did agree on a solution. However, that was agreed upon after they sent that email to the BBB, so I had to respond their email.

  The senior rep agreed to send me 2 cameras, and the NVR at half price. However, he (Marshall) stated he will charged me full price for the NVR, and as soon as I drop off the defective NVR to ***, I will be issued back half of the price I paid. I dropped off the defected NVR on July 21st. I contacted Marshall, informing him that I dropped off the NVR, so he can issue me my refund. No response from him. I sent him a 2nd email yesterday July 26th informing him again to send me my refund, since the tracking number shows that Lorex has received the defective NVR. As of today July 27th, I have yet to receive a response or my refund.

  Below is Marshall's email:

  Hi ******
  Your order should ship today from our Whse In Indianapolis, Indiana.  Half of the 543.13 will be refunded as soon as you drop of the defective NVR at the nearest *** store.
  A prepaid *** mailing label is being emailed to you for this purpose.
  The warranty on the New Replacement is 90 day.
  Thank you
  LOREX HEAD OFFICE
  Marshall
  

  What is disappointing is that I have yet to receive my refund.

  What is absurd is that while my electrician was installing the new cameras they sent me yesterday, another 2 cameras went blank. This seems that Lorex basically sold me a completely defective system from the start. How can 4 out of 12 cameras be damage in less than 18 months of usage? 

  Lorex is supposed to be a excellent brand, and their products are usually great. I really can't understand why the 2nd system that I bought has continuous issues.

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

  

  Business response

  28/07/2023

  HI There

  This customer has already been informed earlier that his refund will be processed on Monday.

  Thanks and Regards

  LOREX HEAD OFFICE

• Initial Complaint

  20/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Very frustrated with a brand I was excited to try! We just built a home and moved in this spring. Our electrician recommended the Lorex camera system, and wired all corners of my house up with Cat-5 cables to accommodate cameras. I really like the idea of not needing power cords, and having direct internet (no wifi signal loss). So I went on the Lorex website and ordered a set ************** of cameras and DVR. The website didn't explain the cameras set up very well, and appeared to offer only two types of cameras (that I could tell) being wired or not wired. I selected the wired (figuring that is what my electrician referred to) as 'wireless' seemed like it would be Wifi only. The problem is I purchased the set in November, and by the time the house was complete and it was time for electrician to install cameras, we opened the lorex box to realize I purchased cameras that required a powered wire to run analog to each camera (not cat-5). I quickly reached out to Lorex to which the first person I talked to seemed very understanding and said they will reach our to head department explaining what happened so we could start a return and get the right cameras instead (I just may need to take pictures of unopened boxes, no problem.) A few days later I received a short email saying 'your return was not approved as you are outside return window'. I called back and talked to another rep who once again assured me there will be no problem, and will reach out again to head office, this will be sorted out... and once again same short 'can't help you' email back from Head Office! I cannot believe something i never used and really want to try and they have not even tried to help me out! I also recommended Lorex products to several clients in our subdivision we built for, and now I am regretting it as there is zero after sales service. I have advised a few to cancel orders if they can in time, but I hope the ones that received don't have to deal with Lorex..Disappointed

  

  Business response

  23/06/2023

  Hi There

  We're sorry to hear this.

  The order was purchased in November of 2022, 6 months ago.  Refund is within 30 days and this was expressed to the customer.

  However, we are offering to take it back for a refund on the following conditions:

  1) Customer send us pictures of unopened/uninstalled items (via Support Ticket # ******)

  2) Customer places a new replacement order for a system of equal or higher value

  3) There will be no Refund option with  the new system.

  Please let us know if the customer is in agreement and we will set it up.

  Thanks and Regards

  LOREX HEAD OFFICE

• Initial Complaint

  18/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I needed to purchase a security camera system, and was considering the Lorex bundle sold by ******* https://****************************************************************************************************************. The website does not list the length of the cables provided with the camera, so I contacted Lorex directly to verify the length of the cables. I was informed 3 times by 3 different salespeople that the cable length was 100 feet (it was important for me to verify because I needed the extra length for the installation). I also gave Lorex the opportunity to match or beat the price, but they were unable to. I purchased the bundle from ****** - it arrived with missing screws (the package was previously opened) and cables that were 60 feet long. I contacted ******, who referred the problem to Lorex. I was contacted multiple times by different Lorex personnel over the week (tickets #****** and ******). The missing screw problem was fixed quickly (replacement screws were mailed out). As for the cables, I was now told that the cable length was 60 feet and that I was mistaken. I provided email records indicating that multiple Lorex sales personnel had indicated 100 feet. The final response from the Lorex representative is that the bundle came with 60 foot cables, that their sales team was incorrect, and if I needed 100 foot cables, that I could return the entire bundle to ****** and come back to the Lorex website to purchase what I needed.

  

  Business response

  26/06/2023

  Hi There

  We are sorry to hear this.

  The cables sold with that system are 60 feet in length.  We do not carry 40 foot extensions, unfortunately.

  However, we are willing to send this customer  eight 100 ft cables if he wishes.

  Let us know please.

  Thanks and regards

  LOREX HEAD OFFICE

  Customer response

  27/06/2023

  
  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.

  To confirm - Lorex is willing to send me eight 100-foot Ethernet cables free of charge.  I accept this as a resolution to the problem.
  
  Sincerely,
  
  ****** ************

• Initial Complaint

  05/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Misleading advertisment leading to junk sale

  

  Business response

  06/06/2023

  Hi There

  This customer has purchased from Lorex since Aug 2021 on 4 occasions.

  We are surprised with the nature of this complaint and request for specifics in order to

  address the concern accurately.  Generally speaking False Advertising is not a practice at Lorex!

  Let us know please.

  Thanks and Regards

  LOREX HEAD OFFICE

   

  Customer response

  10/06/2023

   
  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

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a security system in or around December or early January. We had catastrophic flooding in San Luis Obispo soon after this. ( national disaster declared). It continued to rain for the next 3 month. For this reason, it was unsafe to do open or attempt to put the product up. So, they sat in my closet unopened. When we finally opened the product last week, it was found that they were not compatible together, even they there was nothing on the website warning of such when I purchased it. We tried to return it last week, and they refused saying it was out of the "30 day return policy".

  

  Business response

  18/05/2023

  Hi There

  This customer placed the order on line in NOVEMBER of 2022, by himself with no assistance from a Lorex Sales Agent, and obviously without consulting the

  Compatibility Guide on the website.

  The accessory camera ******** is clearly not compatible with the main unit *************.  This (********)  we are willing to take back for refund.

  Please let us know and will create a RMA for this purpose.

  Thanks and regards

  LOREX HEAD OFFICE

  Customer response

  18/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I appreciate the refund offer, however, there are 3 cameras that are not compatible and are in their original box that we would like a refund for, so I must reject it. I bought the extended warranty we purchased for these items, so I would like that refunded too. The other 2 cameras are ********.  These are in addition to the one camera that a refund offer was made for (********). We purchased these items as they were offered as add on items that are "frequently bought together" with the main system that we put in the check out cart. Since these are not compatible with the system, it is deceptive selling these together from the website. I would have consulted an assistant if this was not apparent. I would expect the products that are sold together be able to function together and I wouldn't buy them if each camera type requires it's own receiver. This goes against the entire premise of the system being sold as system that can be easily added to. I would expect a business to not try to deceive those that are purchasing a product, rather than insulting one's intelligence for not "checking for compatibility" prior to purchase. 
  
  Sincerely,
  
  ******* *********

  

  Business response

  05/06/2023

  Hi There

  A prepaid *** Label has been emailed to this customer to return all three incompatible cameras for Refund.  Refund of the respective Extended Warranty charges will also be given.

  Customer is advised to return the items within a month after which this offer will expire.

  Lorex does not indulge in deception of any kind!

  Thanks and Regards

  LOREX HEAD OFFICE

• Initial Complaint

  29/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Lorex Security System model D881 series with 6 cameras from ****** ****** ** ******* ******** ****** on January 24, 2023. I have been in contact with Lorex 3 times regarding an issue with the DVR. They have taken me through step by step diagnoses with the unit each time to try and resolve the issue I am having and they now state that it is not a warranty issue. T** ***** ** **** * ** ****** ** **** * ******** ****** ***** ** * ******** ****** ** ***** ******** ****** ** ** ***** ***** ** *** *** **** ** *** **** The function appears to work correctly, a file is created and and loaded to the smart stick. But when I load it on to my computer it errors and cannot be read. Note: This function worked perfectly from the date of purchase Jan 24, 2023 until March 11, 2023 from that point it has continually errored. The Lorex Tech Staff tells me since the file is copied to the smart stick that the system is functioning properly and it is my problem. I have tried different smart sticks and different computers, I have reformatted each smart stick and reset the DVR as instructed. I have done everything they have requested of me since I first called on March 12, 2023 about this issue. I have spent hours on the phone with Lorex Tech Support to allow them to resolve my issue. **** ** **** * ***** this falls under the one year warranty of the system and it should be replaced. One other fact since I have been on the phone trying to resolve this issue for the past several weeks I am now over the 90 day return policy by a few days and they will not allow me to return the unit. All I want is for them to honour their warranty and replace the unit free of charge.

  

  Business response

  02/05/2023

  Hi There

  We are very sorry to hear this.

  The delay is due to the unique nature of the problem.  Frankly, we are still not a 100% convinced the issue is at our end until the Recorder that will be sent back to us is tested.  

  In the meanwhile we are rushing out a replacement along with an emailed prepaid UPS return label.

  Thanks and Regards

  LOREX HEAD OFFICE

   

  Customer response

  05/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  Sincerely

• Initial Complaint

  28/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a complete custom design video surveillance camera set 4/12/2023. Supplied with 8 cameras. Installed one of the cameras and by the next morning the view from the camera was fogged up. Checked again later that afternoon and it was still fogged up. So I took it out of service because of the ******* defect and replaced it with another camera. Lorex tech support has ran me around with requests for pictures of the mounting, of the camera lens, the serial number and on ** *** * have provided it all. **** *** ***** ******** ***** **** ** ******** *** ******** *** ********* *********. Now they want me to reinstall the camera, that possibly could damage my new system just so they can see if the firmware is updated. *** *** ** ***** that I know firmware provides absolutely no sealing to the cameras body. ** ***** *** **** **** ******** ** **** **** *** **** *** ***** If someone at Lorex would look into this it would be great. * ** ** ********** *** ***** ** ** **** **** ***** ******* *** **** ** ******** **** *** ********

  

  Business response

  01/05/2023

  Hi There

  The warranty requirements have been met and the replacement camera is now on the shipping floor expected to go out today.

  We apologize for the delay and inconvenience.

  Thanks and Regards

  LOREX HEAD OFFICE

  Customer response

  06/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  Sincerely,
  

• Initial Complaint

  23/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have purchased products from Lorex since Feb of 2019. My first set of cameras malfunctioned rather shortly after purchasing. Less than a year. I went through tech support, they had no answers. I waited until I could afford new cameras and purchased new cameras, keeping my same DVR. Same issue. I go through trouble shooting. I’ve replaced every line, every coupler, every camera. All that is left is the DVR to replace, which Lorex told me could absolutely be the issue. I purchased a new DVR, finally, this month. Wouldn’t ya guess… same issue! But actually, worse now! Less cameras are working now than before… with a NEW DVR, new cameras, new cables, etc. HOW?! I call in to tech support. I explain to them I am unable to reach the cameras currently. I am physically disabled and cannot go on ladders to reach the cameras. I needed to know how we would proceed with the issue. The tech support refused to answer any questions without a security number from the cameras. I explained I am physically disabled and cannot get to them. That if we could reach a resolution of some sort, I can try to get someone to come and get the numbers for me. ****** ****** **. I requested a supervisor. Put me on hold for well over 10 minutes. Wouldn’t get me a supervisor. *** ** **** ** ********** ******** ********** I’m not even sure what resolution I can get from this?! I*** ***** * *** ** ***** ** *** **** ****** ***** ** ** ******* ****** *** **** ********** ****** ** *** ** *** *** ******* ****** ******** **** *** **** ** ******

  

  Business response

  24/11/2022

  Hi There

  We are sorry to hear this.  A Tech Support Agent was instructed to call this customer rightaway.

  It was determined 3 cameras are defective.  Although the system purchased in Feb of 2019 is way past the warranty, we have gone

  ahead and shipped out the replacement as an act of good will.

  Thanks, and regards

  LOREX HEAD OFFICE

  Customer response

  28/11/2022

   
  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

  21/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made my wifi network hidden due to some security worries. When I made my WI-FI hidden the WPA was disabled. Therefore, I had to manually enter my SSID, and Password in several of my devices. They all accepted the information. My Lorex Home Center would not. I tried multiple times, and made sure all the information entered is correct. I called and spoke to a representative at around 7pm on 8/18 who did not seem to understand the words - hidden network, SSID, WPA - yet she called herself tech support. She asked me to hard reset the cameras - when there is no issue with the cameras. Also, they are about 30 feet in the air - so they are not something that is easily reset. I said, what is the reason for the hard reset. Never got on. I asked for a Manager - she never gave me one. I asked her name she wouldn't give one. She hangs up the phone when I ask for her name again. I call back three times with the same number and get wait for the music, get connected - and no one says a word. Then I use a different phone number and surprise - I connected to a rep called Eva. Eva sounded like the other rep but says she was not. Eva stated that the product I have Lorex Home Center with Two 1080p Outdoor Wi-Fi Cameras ************ cannot connect to a hidden network. I stated there is a place to put in an SSID name, indicate whether one is using a WPA2, and put in a password. I didn't really get a good explanation as to why the system has the capability for me to manually put in my SSID, and password - but does not work. I would like this issue looked in to further. I felt like I was just being told that no this is not possible just get me off the phone. I was not confident that the CR's knew what I was talking about. Every other device in my home down to a simple ****** echo was able to connect to a hidden network, even my washer and refrigerator were able to - so I don't understand why this product was unable to connect to my hidden network.

  

  Business response

  24/08/2022

  HI There
  We are sorry to hear this and instructed our Tech Agent to contact this customer immediately. Half an hour ago the contact was made only to find out that the customer resolved the issue on his own.
  Our heartfelt apologies to this customer who happens to be a Loyal Lorex Supporter.
  Thanks and Regards
  LOREX HEAD OFFICE

  Customer response

  25/08/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I fixed problem on my own while waiting for someone to respond to complaint.

*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. ↩