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:06/25/2024

  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 purchased a new Skybell on July 11, 2023 from ***** The Skybell stopped working. It would not connect to my Wi-Fi system anymore. I reached out to Skybells customer service representative to resolve the issue. The tech lead me through a series of test to run on the Skybell to see if it would connect to my Wi-Fi. No matter what we did it would not connect to my Wi-Fi. The Skybell representative told me that the Skybell needed to be replaced and they would replace it if it was under warranty. I told the Skybell representative that I had my receipt. He asked me where did I purchase the unit from and I told him I purchased the unit from ***** He said **** was not an authorized seller of their product. I asked the customer service representative, though I have a year warranty you all will not honor the warranty? He said no, if it had been an authorize seller they would honor the warranty. I said, Im looking at the box now, and the box states clearly that this unit has one year warranty from the date of purchase. Skybell refused to honor the warranty. My question is, how does the consumer know who is an authorized seller of their product?

  Business Response

  Date: 07/16/2024

  Thank you for reaching out regarding the SkyBell device limited warranty.
  
  I first want to address the question listed at the end of your statement.
  
  Yes, our device sleeves do state that we have a 12-************* Warranty. We have our full warranty with terms and conditions listed our website **********************************.
  
  To help, here are direct links as of July 2024:
  
  **********************************/pages/warranty
  
  **********************************/pages/skybell-terms-of-service
  
  **********************************/pages/skybell-authorized-resellers
  
  We also encourage customers to reach out directly to support if they want to verify the legitimacy of a SkyBell device or seller.
  
  Next, while we currently do not have any active resellers, the tech **************** spoke with did send an email follow-up to the call on May 8th,2024 listing some options where he can purchase devices at that time.
  
  Additionally, we have never sold devices on ***** From our experience, devices from **** tend to be used, tampered/modified, or are models configured exclusively for use with alarm systems and therefore not meant to work on the SkyBell App. This is why we are very specific regarding our limited warranty coverage.
  
  Finally, we recommend **************** return the device and get a refund via **** or the **** seller, and if he is still interested, to purchase a device directly from us. This way we can fully guarantee the device, and if the device does require warranty support, we will be able to accommodate his needs.
  
  If you do have any further questions or feedback, please do not hesitate to reach out to us directly. My team and I are happy to address any questions regarding the SkyBell and SkyBell services.
  
  Thank you,

  
  ************
  ******************* | Technical Support Manager
  www.skybell.com
  SkyBell Technologies Inc.
  

  Customer Answer

  Date: 07/16/2024

  I purchased a SKYBELL doorbell directly from SKYBELL and I had the same issue with it. (It would not upload the SKYBELL app). Skybell swapped it out for a new one because it was defective. I dont understand the difference of why they dont support the warranty thats on their product, that was unopened and factory sealed from ****** It was working perfectly until it wasnt.

  Business Response

  Date: 07/17/2024

  Re: BBB - Complaint ID: ********
  

  Thank you for your reply; and thank you for confirming and highlighting that we do, in fact, honor our warranty when you purchase directly from us. I want to highlight that we follow the same policy for devices sold by authorized resellers.
  
  Again, the reason we do not honor warranty claims on devices from **** is because **** has never been an authorized reseller.

  The SkyBell limited warranty is specific about devices from us or from authorized resellers, because it allows us to ensure the quality of the device and the integrity of the retailer. As for being factory sealed, shrink wrap is not an indicator of this. Only proof-of-purchase documentation from known, authorized resellers, or directly from SkyBell are used as an indicator.

  
  Moving forward, the only solution we can suggest is to return the device and request a refund from the **** seller and purchase a device from ********************** directly.
  
  Thank you,
  Mark
  
  ******************* | Technical Support Manager
  www.skybell.com
  SkyBell Technologies Inc.
  ***********************************

  Customer Answer

  Date: 07/26/2024

  If **** or any other company is not authorized sellers of your products, Skybell should stop unauthorized businesses from selling their products. It should not be the consumers responsibility to police who is an authorized seller. It has to be a better way that Skybell can protect their customers and their product.

• Initial Complaint

  Date:08/01/2023

  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.

  Skybell makes a terrible product with bad technical support. Since July 20th my video doorbell has been completely inoperable. There is no video and it is disconnected.This has been due to an issue with Skybells servers. There has been no communication or update as to when the issue will be fixed as of 8/1/2023 While this was happening I had an attempted break in at my home and the doorbell that would have enabled us identify the perpetrator was completely useless.

  Business Response

  Date: 08/03/2023

  Hello,

  Thank you for reaching out via the BBB and bringing your concern to our attention. We take any claim of poor service or bad products to heart, and we want to address and resolve your support issues, especially considering the reported attempted break-in.

  SkyBell services did have an intermittent outage from July 18th through July 22nd, that prevented users from using the Live View, that is, it prevented the ability to have a two-way conversation (Video and Audio) with someone at the door. The outage did not affect any other services, specifically the recording and saving of Live View, Motion Detection, or ************ videos.

  To investigate and identify your device, we attempted to look up your account using your email provided, *********************** we do not have a record of that email on our Managed Hosting Platform. Next, we attempted to locate service tickets or phone calls made to our customer service department. We searched by the email provided and the phone number provided. We found no record of any inbound calls or emails to our support department in the last 60 days.

  Moving forward we want to offer support and help as best we can with your technical issue. Please feel free to reach out directly to our support team, either via email at ********************************** or by phone, at *************. When you contact us, please reference this BBB complaint.

  Also, please note that SkyBell builds hardware that is used by other companies, such as Alarm.com and their partners (ADT, Brinks, etc.) and Resideo. These devices are SkyBell devices, but the features and services, including installation, cloud hosting, maintenance, and warranties are all managed by said other companies. When you call, if you are using our hardware with a different service provider, we can identify that and provide relevant escalation paths.

  Thank you and we look forward to hearing back from you.

  ************ | Technical Support Manager
  www.skybell.com
  SkyBell Technologies Inc.
  

• Initial Complaint

  Date:10/13/2022

  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.

  My video doorbell does not work I called customer service twice today. Got the same song and dance. Them I have a bad transformer. 21 volts coming out of transformer, 21 volts going into Skybell. Their response that might be to much voltage, 16 volts is enough. I looked on Amazon most of the doorbell transformers are 16 to 24 volts. The first guy says buy a new transformer theyre only $20.00 bucks. I say what happens if that doesnt work? It could be your wiring. I say 21 volts going out of transformer, 21 volts going to Skybell. It looks like they will never replace one of these. They are made in *******, probably doesnt cost them $5.00. What a bunch of cr! This house is just a little over 1 1/2 years old.

  Business Response

  Date: 10/14/2022

  Hello,

  Thank you for reaching out regarding your recent support calls to SkyBell Technical Support.

  
  We pulled the calls and listened to them to better understand the concern brought to our attention. On 10/13/22 at 11:36AM and 12:07PM respectively. Based on the information the customer provided during the calls, we are still under the impression the issue is a power to the door problem and believe that a new transformer would address the issue of the SkyBell not getting enough power.

  The customer confirmed that the device powered up when connecting to the MicroUSB port on the rear of the SkyBell. We understand the customers hesitation to our initial suggestion of the power issue being transformer related. The customer confirmed that the device LEDs were alternating Red/Green (AP Mode) before they pressed the button, triggering the power issue (Red/Blue Flashing LED). Once on MicroUSB the device powered on and flashed Orange (Wi-Fi Sync). The customer stated that the power was between 15V and 20V, then the output at the door was 23V, and finally, the customer stated around [6:18] When I told you 23 I was just kinda guessing. Since the customer was not able to fully confirm the voltage at the door, and the device powered up via the MicroUSB, everything points to a power related issue which in our experience starts at the transformer.

  That said, we want to continue in good faith, to provide technical support. A member of leadership will be calling to get clarity and to further the troubleshooting process. Thus, we are escalating this for a callback on Monday, October 17th, 2022.

  These items will be reviewed and addressed during the call, and we will provide a follow-up.

  Thank You,

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

  (posted by ***********************************)