Complaints

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The camera-C8W Pro stopped working. The tilt up/down feature does not work and I cannot get in touch with anyone at the company for help.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a security camera through Amazon with a 1 year warranty (which is was still current during the troubleshooting and diagnosis and decision by EZVIZ to replace the camera). The EZVIZ Security Camera Outdoor 1080P WiFi Camera disconnects from wifi all the time and I have to manually reset and reconnect to wifi and then the camera goes offline within the same or next day. **************** had me try this, try that and then determined there is a hardware issue and will replace the camera. A few days later they sent me an email stating they see the camera is online with strong signal to which I replied that replaced the camera with another one (which does not go offline in the same place as this problematic camera did) and that I reset the camera and moved it. They must have checked the status through their online system after I did a manual reset and reconnect; the camera went offline shortly after their 'inspection'. I checked for an update on the new camera being sent and they have not replied to any of my emails since their last one I just mentioned. EZVIZ does not appear to have any intention to cover under warranty. I have tried the camera at other locations with no improvement, and like I said have replaced the camera with another one with no problems. Personally I believe it to be a weak or disconnected antenna cable.

  Business response

  12/26/2023

  Hi BBB,
  We have already contacted this customer on Dec 19 and forward this RMA case to our Concerned Team, and we will further help replace the device.
  Best Regards,
  EZVIZ TECH TEAM

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They have bypassed my refusal to update my app and changed the app through accessing the data on my phone to lock my camera from view until I upgrade the camera's firmware. I refuse to do so because every upgrade they reduce the usability or paywall features. They have no right to disable my camera. US law has already decided I have the right to do what I want with my hardware. I have a camera I paid 120 Dollars for I can't use due to their tampering. The have bricked it in violation of US law until I comply with their wishes. I want my money back and will take whatever actions within the law are allowed to me to do so.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We required a home camera monitoring system for my elderly mothers home and two years ago I purchased the EZVIZ 5 camera system at ********** at $30 per camera and $20 per month for app service.We installed the cameras and monitored the cameras by EZVIZ app. We did have major problems until recently and the system went down and when I made multiple attempts to connect to WiFi network the system failed repeatedly. I attempted to contact the EZVIZ customer service and learned their only option available was a live chat with an ** bot, which was completely useless and would not connect me to another resource for help. I sent multiple emails to the support center and received a reply 3 DAYS LATER referring me to use the ** Chat option.After realizing that EZVIZ was not going to provide support to help me to determine the root cause, I deleted their system and eliminated their cameras and bought Ring Indoor cameras that provides 24/7 live customer support if needed.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We have been trying to reset our DVR password, as we forgot what we had set it to. Our house had recently been robbed and we need to retrieve footage from the dvr to provide to our insurance. We have emailed the company several times over the past week at ****************************************** *************************************** and ********************************** and have gotten no response. We have sent the required GUID file as well as photos of the stickers on the unit. They claim a 3-hour response time for password reset requests. We cannot access our dvr without the correct password. This is ridiculous.

  Business response

  09/22/2023

  Dear customer,
  
  The issue has been resolved on September 22nd, 2023 as mentioned in the email you sent (related ticket:615604). If you have any additional questions feel free to contact us back.
  
  Kind regards
  
  Ezviz team

  Customer response

  09/22/2023

   
  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.

  The company contacted me and resolved the issue. I appreciate their help very much.

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

• Initial Complaint

  06/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Company sends no notice of a nonrefundable annual payment, though **** requires that any recurring payment give a minimum of 7 days' notice. I have never received such notice since 2018. I haven't used the service for years. My attempt to have them refund the payment within 2 days of it being posted to my credit card account has been ignored.

  Business response

  06/28/2023

  Dear *************************,
  
  There is alreay a cloud refund ticket being processed by our Cloud team, please refer to the ticket number: 573070. Your request should be completed within 7 business days.
  
  We appreciate your patience.
  
  Kind regards,
  
  Ezviz tech team

  Customer response

  06/28/2023

   
  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. The company, indeed, refunded the amount.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a security camera with a 1 year warranty (which is still current) and the camera has begun to have electrical problems (shuts down or reboots randomly). Customer support began "troubleshooting" but every request made for me to try has nothing to do with the electrical issue and there does not appear to be any intention to cover under warranty. I have tried the camera at other locations, with different cables, and even have replaced the camera with another one with no problems. The company stopped responding to my continued request to RMA under expressed written warranty on their public website and in their product documentation.

  Business response

  04/06/2023

  Hi,
  
  Thank you for bringing this matter into our attention, we have confirmed you have already been approved for a replacement by our team, please refer to the ticket number: 540007.
  If you have any additional questions please feel free to reply to the last email address you have received from us and we will be more than happy to assist you.
  
  Kind regards,
  Ezviz ****************

  Customer response

  04/13/2023

   
  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. I was able to receive a replacement camera after much delay and former refusal, but the company did end up providing a suitable replacement under warranty. I thank you for your attention to this matter and for stepping in to help resolve this challenging issue. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I received an error message from my EZVIZ DVR and got a constant beeping noise from the device. I called ********************** customer service and was told that there may be a possible issue with the Hard Drive. They perform several troubleshooting steps, one of which caused my data to be deleted. They did not tell me that I would lose my information once a format was performed. Since the steps provided did not work, I was told to open the device and remove the cables from the hard drive and reinsert them. This now caused my HDD to no longer be visible in the device. They escalated to a second tier which now causes me to communicate with them via email only. (**************************************)...that team is in ***** as per the customer service team. They provided the same steps as the first person whom I spoke with on the phone, then they tell me to call the company from which I purchased the device for additional assistance. But I got the device from **********************.

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased Ezviz DB1C video doorbell new unit. The local microSD card storage does not function. Performed multiple troubleshooting steps multiple times and still the issue persists. Called and emailed Ezviz customer support at least 10 times but they are unresponsive and will not rectify the issue. I supplied all of the information Ezviz requested but they don't respond. I requested a replacement for the defective unit but they do not respond. I am now missing capturing critical video since the unit will not record, exposing Ezviz to liability. Request replacement of unit or Ezviz to provide lifetime cloud storage at no charge to make up for non functioning sd card storage.

  Business response

  03/14/2023

  Dear BBB,
  
  This is Lessa from EZVIZ and thank you for bringing this to our attention.
  
  After reviewing the system, we have already responded to this customer ********************* on March 9th. We care about our customers' experience with our products and want to help them set up and solve the problem.
  
  Thank you again for contacting us.
  
  Best regards,
  
  EZVIZ Tech Team

  Customer response

  03/14/2023

   
  Complaint: 19583888
  
  I am rejecting this response because: Ezviz still has not fixed the issue after multiple attempts to contact them. They continue to just ask the same questions over and over. Need the replacement unit sent Asap or need lifetime cloud storage at no charge since the unit will not record in its current defective state.
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Devices ******** taken offline, and service stopped 10+ months ago and still being charged ***** storage fees! Tried to email ****************** and bounced back as non-existent.

  Business response

  01/17/2023

  Business Response /* (1000, 5, 2023/01/06) */ Dear customer, This letter confirms the receipt of your request for Refund regarding the *************** Service. With respect to your refund request, we would like to ask for the following information so that we could forward your request to our concerned team for further check: - the ******* ** of your EZVIZ camera - the email address you used to subscribe ***** Storage or receive ********* receipt - a screenshot of the subscription confirmation email - apply reason - amount(please include the currency) Looking forward to your response. Best regards, **** EZVIZ Tech Team

*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. ↩