Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We received a baby monitor as a gift a few months before our baby was born. Our baby then slept in our bedroom until she was one year old. We then set up her bedroom using the baby monitor, which failed a couple months later. When I contacted customer support I was told the warranty had expired. I explained that the warranty had expired before the product had been removed from its packaging and that a couple months of use was not reasonable. My requests for a replacement have been rebuffed by customer service.

  Business response

  01/22/2025

  Dear ****,

  We are sorry to hear about your frustration, but the warranty period is considered from the date of purchase, not from the date of opening the box or starting using the device. This is usual practice for most companies. 

  If you are interested, you can purchase a new parent unit from us. 

  Thank you for understanding.

  Kind Regards,

  Customer Support Manager

  Customer response

  01/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Selling a product that only lasts a couple months after it is removed from the box is an indication that the product is produced badly and the company is profiting by selling low-quality equipment to parents. Had I known this product was of such low quality as to be unreliable, I would not have installed it in our child's room.
  
  Regards,
  
  **** ******
  

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Hubble produces baby products that are supposed to help you monitor your baby and keep them safe. However, one of their cameras I have keeps dropping offline requiring us to unplug it and plug it back in. Non of the other cameras we have set up are doing this. I reached out to them a month ago asking to have this camera swapped out because clearly there is something wrong with it. Their support is slow to respond and they keep saying "our tech team is working on it" But won't tell me what they are working on. They don't have the camera to test they didn't suggest a replacement. I have emailed multiple times and nothing has happened. For a product that is specifically made to help monitor your child having a camera go offline is extremely dangerous especially if it's in the middle of the night and you don't notice. What would happen if the camera went offline in the middle of the night and my child was in distress and I couldn't hear or see her because the camera disconnected? This has just been crazy and I want a replacement camera. A month is far to long to be dealing with this issue.

  Business response

  12/23/2024

  Dear *****,

  I am sorry to hear about your complaint. Our technical team is working on resolving this issue by releasing a new firmware version. They are testing it at the moment to make sure it is working correctly and as soon as it is released, we will update you at once.

  We appreciate your patience during this period and apologise for the inconvenience. 

  Thank you and have a good day.

  Kind Regards,

  Alena

  HubbleConnected Customer Support Manager 

  Customer response

  12/23/2024

  *Has the company addressed the issue of the dispute?

  No the company has not addressed my issue. I submitted the first request for help on November 18th 2024 letting them know one of the cameras I own will periodically go offline and I have to unplug it and plug it back in to establish a connection again. They asked for some info about the camera and a speed test which I provided them. I let them know I have 4 cameras from them and only 1 is having this issue. Since then their responses have been basically "our technical team is working on it" which can not possibly be the case because it isn't an issue they can fix remotely. It is an issue with the one camera and they refuse to replace it. 
  
  *If not, why?

  This is a great question I don't know why they haven't addressed my issue. They keep checking my system and telling me all cameras appear to be online and working which is all well and good for the 2 seconds they were looking at my system. However the camera goes out intermittently and can establish a connection again by unplugging and plugging it back in. However when the camera goes offline at least once a day it is not at all a safe option to monitor my child. 
  
  *Has the company met the agreement they outlined in their response?

  They set no agreement in their response. They just keep saying "our tech team is working on it" which again can not be the case because the issue is only with one of the cameras I own and it is still in my possession. 

  I can tell you the camera went out in the middle of the night last night and I just so happened to be getting up to pee and noticed it offline. I can in to check on my daughter and she was stuck on her belly crying. She would have been stuck like that until the morning if I hadn't woken up to pee. This is completely unsafe and I have lost faith in these products to keep my family safe. I have attached a picture of what it looks like when the camera goes offline. It is not from last night but it is from yesterday morning. 

  Customer response

  12/29/2024

  This issue has still not been resolved and it has gotten much worse. Our daughter is currently sick and we rely on this product to monitor her and keep her safe. However we woke up this morning because we heard her crying. Not through the monitor as intended but through the wall. When we checked the parent monitor it was going in and out and the audio wasnt working at all. I also checked my phone and again the camera was offline. This is completely unacceptable for a product designed to keep children safe. 

  Customer response

  12/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  *Has the company addressed the issue of the dispute?

  No the company has not addressed my issue. I submitted the first request for help on November 18th 2024 letting them know one of the cameras I own will periodically go offline and I have to unplug it and plug it back in to establish a connection again. They asked for some info about the camera and a speed test which I provided them. I let them know I have 4 cameras from them and only 1 is having this issue. Since then their responses have been basically "our technical team is working on it" which can not possibly be the case because it isn't an issue they can fix remotely. It is an issue with the one camera and they refuse to replace it. 
  
  *If not, why?

  This is a great question I don't know why they haven't addressed my issue. They keep checking my system and telling me all cameras appear to be online and working which is all well and good for the 2 seconds they were looking at my system. However the camera goes out intermittently and can establish a connection again by unplugging and plugging it back in. However when the camera goes offline at least once a day it is not at all a safe option to monitor my child. 
  
  *Has the company met the agreement they outlined in their response?

  They set no agreement in their response. They just keep saying "our tech team is working on it" which again can not be the case because the issue is only with one of the cameras I own and it is still in my possession. 

  I can tell you the camera went out in the middle of the night last night and I just so happened to be getting up to pee and noticed it offline. I can in to check on my daughter and she was stuck on her belly crying. She would have been stuck like that until the morning if I hadn't woken up to pee. This is completely unsafe and I have lost faith in these products to keep my family safe. I have attached a picture of what it looks like when the camera goes offline. It is not from last night but it is from yesterday morning. 

  
  Regards,
  
  ***** ******

  
  

• Initial Complaint

  12/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On November 15th I bought a baby monitor because I saw it was highly rated and had been featured on a bunch of different magazines. Open receiving the monitor we discovered one camera was faulty and did not work. As well as the camera that did work would not connect to the app. I contacted their support email and was informed that they will not issue a refund on the product after its been opened. They informed me that they can send me a replacement camera but have not sent it and stopped communicating with me. After going on their ******** I see many people have had issues with not only their products but their customer service.

  Business response

  12/09/2024

  Dear *******,

  My name is ***** and I am the customer support manager.
  
  I am sorry to hear that the order that you have received does not work and that you would like a refund instead of a replacement. I have just refunded the payment for your order and would appreciate if you return the full non-working set to us using the attached pre-paid shipping label. 
  
  Thank you for your cooperation and please accept our apologies for the inconvenience.

  Kind Regards,

  Alena

  HubbleConnected Customer Support Manager

  Customer response

  12/09/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  11/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In the Spring of 2024 we purchased 3 Hubble Connected baby monitoring devices for the arrival of our multiple babies. In Sept. 2024 I decided to setup our devices as we await our babies birth in December. The first device I setup did not connect. I tried the next, same issue. I tried our third device and same issue. None of the products function as intended. I looked for contact info of the manufacturer and all that was available is an email address. No phone number, no live chat. I emailed my concern to customer service on Sept. 24. They responded asking for information on the products. I sent all requested information. The following happens in a series of emails, in which it takes customer service several days to respond and they respond at odd hours of the night. -Asked to trouble shoot following their steps. I did multiple times and still no success. I made them aware. - They suggest I try again, as they don't believe me. -I do, they still don't believe me and ask for video proof. I record a video for each of the three devices, upload them and send to them. -No response, after days I send another email looking for follow up. -Their response is the items will be replaced, but they do not have any inventory until 2-3 weeks out, so they suggest that I pay for postage and send them the devices for repair. -I decline and tell them they can replace the devices in the 3 weeks they stated. -They respond stating they will send prepaid postage so that I can mail the devices. It should take 5-7 days for repair and shipping. -I agree and pack them carefully and send them.Days pass, no response or confirmation of receipt. I send follow up email. Response: the part needed to repair the items is not available. Once it becomes available they will repair and contact me. Today, Nov. 27, I email for status update letting them know the items is IN STOCK and even on sale on their site. I would like for new replacements to be sent ****.

  Business response

  12/11/2024

  Dear ******,

  My name is ***** and I am customer support manager. I am sorry to hear about your frustration. After checking your email correspondence with our customer support, I see we have sent you the tracking number of the replacement and you can track it at **********************************************************************************************************************************************;

  Please check and let us know if you need any assistance and I will be happy to help.

  Kind Regards,

  Alena

  HubbleConnected Customer Support Manager

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the Nursery Pal Premium Baby Monitor to protect our baby and ensure he was safe. The product worked fine for about a year, then the sound stopped working completely. We were told to send the entire device (2 cameras and a monitor) to ******* in order for the product to be reviewed for defects. This was sent, at our expense. After a very long review period (several months) we were told the unit was out of warranty, the monitor could not be fixed via software upgrade or hardware repair, and that there was nothing they could do. The product was probably only 1 month out of the 1 year warranty period. Now ****** is informing us that if we want our product back, we have to send them a prepaid shipment, this was never communicated to us in the beginning. It seems like they're stealing our property or at least holding it hostage. I'm shocked that they won't provide an discount, won't return our property, and are unapologetic about not being able to safely monitor our baby because of their poorly made, very expensive product (link *****************************************************************************************************************************************************************************************).

  Business response

  11/19/2024

  I'm sorry for the delay in responding.  Your information was just forwarded to me.

  This complaint is related to Hubble baby monitors.  You have sent this complint to ******* Canada.  We are an electrical manufacturing company and do not manufacture the Hubble baby monitors.  This complaint has been misdirected to the wrong company.

  After doing a quick ****** search, I beleive the company you are looking for is a company called Hubble Connected.

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

  We do not manufacture or represent Hubble Connected or Hubble Connected products in *******

  If I can help in any further capacity, please let me know.

   

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

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

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

  Business response

  11/25/2024

  Hello ********,

  I am sorry to hear about your frustration, but we ended have a fixed warranty policy which can be checked on our website at *********************************************************************. We provide 1 year warranty for all Hubble devices. Can you please share the ticket number or the FROM email address that you used to communicate with our customer support as I could not find any correspondence under  ******************************** email address and I will check the details.

  Thank you.

   

  ***** *.

  HubbleConnected Customer Support Manager

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent in my Hubble connected nursery pal cloud baby monitor back to the company to fix de disconnection issue I've been having. Paid for shipping to the following address: ******:Binatone Returns ****************************************************** It has been a month since they have received my camera and they still have not returned it. They ensured that it will only take 4-5 business days for the whole process. I included the Gmail email exchange with the company.

  Customer response

  11/23/2024

  Case number with the Halifax regional police: 24-157794

  Customer response

  12/01/2024

  The issue has been resolved with the company. I have received my baby monitor back fixed.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received the nursery pal connect touch cameras from the company. When we were setting them up, only one would work. We emailed the company and followed the steps to prove that we received one faulty camera. They emailed back stating they have a high demand, but would start our order in 2-3 weeks. I have emailed numerous times without receiving a response back. I have multiple emails of our contact with the company. The emails started in the beginning of July, and we are nearing October with no news. I have read how this is not the first incident with the company. In at the attached emails they kindly request that we consider sending the camera back in order to receive a new one. They emailed at 2 am this morning saying they never received the camera to fix the hardware. In a previous email they made it seem they were just sending a whole new unit. They only respond by email, they have no phone number to talk to a representative.

  Business response

  10/14/2024

  Hello *******,

  My name is ***** and I am customer support manager at HubbleConnected. I am sorry to hear about your frustration and I am sorry if the communication was not clear. We indeed ask our customers to send us non-working devices when we understand that we can fix them. 

  As you can't ship us the non-working device, we will go ahead and submit a replacement request for you. Your replacement camera should be shipped to you this week and as soon as it is shipped, we will follow up with you with the tracking number.

  Thank you for your patience and have a good day.

  Kind Regards,

  Alena 

  Customer Support Manager

• Initial Complaint

  09/18/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I having been trying to reach out to the company for support with a faulty device since purchase (June 2024). We have a two camera baby monitor and only one camera works despite trying all troubleshooting suggested by the company. They do not have a replacement available and refuse to replace with even a cheaper model that functions. This is a huge safety concern as baby transitions from sleep in our room to the nursery for naps. The company has not offered any sort of replacement nor given us a date we may expect to get our warranty replacement. The devices are in stock and available to ship from the US website yet they refuse to send one to ******.

  Business response

  09/19/2024

  Hello,

  We apologise for the delay in sending the replacement. Unfortunately, we were out of stock in ****** for this camera model that is why there was a delay in sending the replacement. We are working hard to get the stock as soon as possible and we will ship the customer the replacement as a priority as soon as we have the stock.

  We apologise for this inconvenience.

   

  Kind Regards,

  ***** *.

  HubbleConnected Customer Support Manager

  Customer response

  09/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have been waiting since early June 2024 (4 months!) and this is a baby SAFETY PRODUCT. This is NOT a reasonable time frame for resolution. 
  
  Regards,
  
  ****** ***********
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two Hubble Cameras in 2016 with FREE streamingwhich would mean FREE FOREVER, not free until they try to scam everyone and try to make them suddenly pay for streaming. As with other apps, if you suddenly decide to require a subscription or payment for streaming, that needs to have a starting point going forward for new and future customers, and should not apply to or be allowed to be charged to prior customers who need to be grandfathered in to continue to use their FREE services. If you could please tell me how to re-I purchased my Hubble Cameras in 2016 with FREE streamingwhich would mean FREE FOREVER, not free until you scam everyone and try to make them suddenly pay for streaming. As with other apps, if you suddenly decide to require a subscription or payment for streaming, that has a starting point for new and future customers, prior customers need to be grandfathered in to continue to use their FREE services. I use these monitors for safety reasons with children and suddenly one day I opened app to find out I cannot access them unless I pay. This seems illegal and Id like this rectified so that I can continue using my cameras as I always have for the past 9 years, without feesas they were advertised and sold to me.

  Business response

  09/06/2024

  **************************identifyelement="381" style="caret-color: rgb(24, 50, 71); color: rgb(24, 50, 71); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif;">
  Thanks for reaching out to us and we will surely explain.
   
  Yes, indeed it was a free live streaming service on the mobile phone for last several years and we have been seamlessly providing it.
   
  I would like to provide some context behind this decision. It has become extremely challenging in todays macro-economic environment to sustain and keep the same service of quality. 
   
  Companies takes such steps as last resort and always try to come up for the proposal for a win-win situation on both customer and business sides. This is not an easy step or decision for us to take. Our goal is to continue delivering a high-quality streaming experience for our users, and this change allows us to invest in enhancing our service and bringing you more value. We understand that any shift in pricing can be challenging, and we want to assure you that we have carefully considered the impact on our users. In light of this, we are offering just a one-time payment to ease the transition for our valued users like yourself. If we get support of our loyal users in these tough times, we have no doubt that we can assure the lifelong access as long as the camera hardware is working.
   
  Hope you can understand why we may have to take such decision. If we are not able to sustain these tough difficult times, then its a big problem already.
   
  Hubble is all about security, privacy, and peace of mind. We would not like you to switch any other brand because many brands out there which looks lucrative cut corners and are getting hacked.
   
  *******************************************************************************************************************************************************************
   
  Thanks for being our loyal user and please let us know if you need any more clarifications.

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our hubble baby monitor for about $170 before the arrival of our little one. When first using the camera it was in the same room as our router. We had no connectivity issues through the app or monitor. When he got moved to his own room across the hall it all crashed. We have had nothing but issues with it saying it is not connected daily. We have tried resetting it multiple times to no avail. My husband pays for the premium membership and that does nothing. I reached out March 31st 2024 to the only email they have listed on their site and through the app. I recieved no correspondence back. I today decided to pursue more answers by going to their ******** page where it is filled with hundreds of others going through my same issue of not recieving any response or support when reaching out. This is a terribly disgusting practice. Further detail on the monitor I know it is not my internet, we just recently switched fo a faster fiber optic provider and it has been providing an insane speed throughout the entire house. I believe I have a defective monitor and just want them to make it right by either offering support to their paying customers or by offering an exchange for a non-defective set.

  Business response

  08/29/2024

  Dear ********,

  Thank you for reaching out to HubbleConnected customer support. We apologise that we did not reply before as it seems your messaged was filtered and did not arrive into our customer support Inbox. 

  We have received your follow up email that you sent on Aug 25 and we have replied to you already today. Please check your Inbox and provide the necessary information and our support team will be happy to assist you further.

  Thank you and have a good day.

  Kind Regards,

  HubbleConnected Customer Support 

   

*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. ↩