ComplaintsforAbode

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased my system in early 2020 and maintained free self-monitoring for a year before upgrading to Pro. After discontinuing my Pro plan, they downgraded me to a "new" free plan which renders the system pretty much useless DESPITE selling the system with the ability to self-monitor (which includes the simplest of things such as push notifications that relay more information than "An event occured") for free.Additionally when they rolled out their Cam 2's, they had compatibility claims for ****** Home and Homekit, which after installing in my home, their support informed me that those features were just not available, and to this day they have been unavailable. Blatent false advertising in the case of the Cam 2's (which if you use the internet archive and go back on snapshots of the page around/after the time of shipping the first batches, you'll see the FALSE claims listed as features on the sales page).

  Business response

  07/07/2024

  Plans are subject to change, and the current plans and features are what is available.
  
  The Abode Cam 2 does integrate and operate within ****** Home. 

  Customer response

  07/08/2024

   
  Complaint: 21904531
  
  I am rejecting this response because:

   

  Sure it, the Cam 2, might support Apple Home and ****** Home now, however at the time of initial sale they were advertising the feature when it had not been rolled out yet.

   

  shame shame shame false advertising.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We upgraded our internet, and our Hub quit connecting. It still beeped when doors opened, but would not connect to cameras...and it would beep hourly as it tried to connect. We spend hours (literally) online with support and tried all the things they suggested. Nothing worked, and we were told our Hub was bad. We were told to buy a new one. We were not interested in making this purchase for a shin that was perfectly good u lntil we upgraded our Internet. Our yearly monitoring fee charged in March 2024, and the Hub quit working a month later. We cannot cancel our renewal, since our Hub isn't working, which is ludicrous, so I have to trust them to do that. They will not refund our monitoring fee, even prorated, though their device quit working. So we paid for yearly monitoring, and got 5 weeks out of it.

  Business response

  05/21/2024

  We will discuss directly with the client through our ticketing system.

  Customer response

  05/23/2024

   
  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,
  
  *****************************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer of Adobe since 2015. Have had continued and varying issues with the hardware and service for the past 4 years, including faulty hub hardware that had to be replaced multiple times. The hub does not stay connected to ethernet, system regularly loses connection in general. This leads to an unsecure property from a company that provides security. I have also been a paid premium member of the monitored "Pro" plan, which has effectively been a waste since the hardware does not work reliability. The real issue comes in with Abode's exploration into security cameras. I say "exploration" as they are yet to commercialize a stable and reliable security camera product. None of their cameras have delivered on the advertised claims. After month of email support, chats and even phone calls over the years no issue has even been resolved. Instead i as the consumer just give up as they string you along for months. Latest issues is I have 5 abode cam 2s that will not stay connected to wifi signal as confirmed by support. Under supports guidance I changed my entire whole house wifi system, upgraded internet, upgraded modem, and yet their product still does not work. Again under the guidance of Abode support I setup a dedicated 2.4ghz wifi network just for the 5 abode cameras and ONLY the abode cameras, they still do not reliably work instead they go online and offline in a matter of seconds. I pay for the premium CTV service as well which is useless when the cameras do not work as advertised. Abode should be banned from calling their product security products, as they are not, they are more of an unreliable home monitoring system. This product is not reliable as a security product in any way and I would not trust this product to be responsive in a true emergency situation. The support is abysmal and after 6 years I've had enough of trying to hang in there with their products.

  Business response

  09/20/2023

  we Have opened dialogue with the customer to get this resolved.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased their doorbell camera mid July. The entire time it has not worked properly.For various reasons I couldnt call immediately but without 2 weeks of delivery I called about the issues.I have been dealing with them the entire time since. Back and forth emails and phones calls, troubleshooting attempts that go no where, and refusal to just give me a replacement or refund as they try to understand what went wrong.Their customer service rep, one named *****, keeps saying that they have escalated the issue when I asked for a refund or a replacement.Finally last week someone finally asked me try to record a video, which failed. The guy realized it was broken and that we should get a refund or replacement.l within 24 hours However when I asked again about this, nothing.They delivered me a broken product and I was willing to work with them at first but this has been hours of time wasted for nothing. This was ticket ****** in their system.

  Business response

  09/13/2023

  Currently working with customer to resolve.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for some abode door sensors on 6/29/23. Order number ******. Abode would not let me order to a PO box, so I provided my physical address for deliver. Abode initiated shipping through a carrier that does not provide delivery to a physical address. I contacted Abode on 6/30/23, prior to shipment, to inform them of the issue. I informed them that the carrier they chose (DHL) does not deliver the package to physical addresses, that they just drop their packages at the post office and use **** for delivery, and that the address provided was insufficient address for **** delivery at this location. The package was shipped anyway, and delivered to the post office on 7/7/23 where I could not retrieve it because it wasn't shipped with sufficient addressing to a valid PO box. I contacted abode 7/7/23 with no response. I contacted them again on 7/10/23, and spoke to an agent who stated that the order had been lost. I requested a refund, and the agent said they would not refund the order. I am currently raising a dispute through paypal, and will pursue a chargeback via my credit card company if necessary.I would like Abode to voluntarily refund this order, but I will be pursuing it through paypal and **** in the meantime.

  Business response

  08/09/2023

  Our normal process requires the item to be returned in order to action a refund.
  
  We have not received this item back, however will process this anyway in order to clear this issue up. This is no way assigns fault to Abode.
  
  

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They arent giving me a full refund even though the product doesnt work as advertised. The HomeKit integration doesnt work properly and there are numerous complaints of people with the same issue. All I want is a full refund.

  Business response

  06/19/2023

  The return shipping costs have already been refunded. No further action required on our part - purchase price has been settled in full

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November 2022 I purchased a video doorbell for $ *****. The product never worked, and I was sent a replacement which also did not work. Supposedly this company has 30 day refund policy, but it took time for me to get the item installed, and then multiple attempts over months to attempt to get the product to work. Realtime technical support is not available, and handled by email relays, and you can wait days for response; further, the responses were not effective and failed to resolve product issues. This absence of technical support for glitchy, low-quality do-it-yourself products assures you will not be able to take action within the stated time.

  Business response

  05/16/2023

  We are in the process of arranging a return/refund

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Abode Services has facilitated a decline of the quality to life due to;*My enrollment into a "behavioral court" system within Alameda County that saw me spend a very unnecessary four months in the ******************* facility in ******, **. To this day, it remains unclear to me why Abode had me appearing in a "behavioral court" system and further, why I spent 4 months in jail during the year 2018, apparently, a request upheld by Abode Services until "placement" could be found for me. I was released for a final time that same year and did not receive housing until May of 2021. During those months in Jail, I was egregiously, physically assaulted, which resulted in a baseball size knot filled with blood and located in my left temple area of my head. I also contracted lice and was again physically assaulted, but the second time by a sheriff's deputy employed by ***************. Because of my time in Santa ****, my children have disowned me and will never understand what Abode had facilitated. *Falsely Authored reports regarding my case and mental well being for the purpose of substantiating a less than accurate portrayal of my mental stability and mental health disposition.*Misprescribed medication to supposedly aid in the event of panic attacks. An insistence by certain mental health staff at Abode saw me receiving a monthly injection of the slow and time released Abilify, usually prescribed to those suffering from the effects of skitzophrenia. I have never been diagnosed with skitzophrenia. This medication is directly attributable to my recent and substantial weight gain of 55lbs. I have also been diagnosed with diabetes since having started receiving Abilify.I am no longer receiving this injection nor any other form of the prescription and have been abstaining for approximately six months. I have not been able to reach a healthier weight since, which in itself has led to an early demise of my physical dexterity and balance. Sincerely,********************************

  Business response

  05/03/2023

  
  
  I understand that ******** has been through a lot from her post, however this does not relate to Abode Security in any way - this is a case of mistaken businesses.
  
  I believe there my be an Abode *************** that ******** is referring to - not Abode Security.
  
  I would like to wish the best for ******** - I hope she is able to work through this tough situation and head towards some improvement for herself. 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year, I purchased three items from Abode, two cameras and a mini door sensor. At the time of purchase I was told I could install the items without having a contact with the company; never told that I might need other items to add thereto my home. Nevertheless, life got in the way, a family member passed away, while another had to be hospitalized. So it wasn't until a couple months ago I tried to install the cameras, when I was having an issue with them, I contacted customer service and was told "these are not wireless and can't be used outside." This is was totally in contradiction to what I had been told when I purchased the items. I then tried to install the mini door sensor, again when it failed to connect, I contacted Abode and was told "oh it's the battery, you have to replace it." So I ordered one and replaced it, still not working, contacted Abode again, after several failed requests for assistance (several times I was either disconnected or the conversation online just ended. No one called back or emailed inspire of having the information, which they repeatedly ask for), this time I'm told I need a gateway unit in order for the door sensor to work??? Why wasn't this told to me when I ordered the items and on my repeated contacts with them, now I'm stuck with useless items and certainly will not purchase additional items, only to later being told "you need this or this for them to work."

  Business response

  10/03/2023

  Purchase were made June 20, 2022
  
  We cannot provide a refund for products purchased this long ago.
  
  We will reach out to the customer to discuss options

• Initial Complaint

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a full security system from Abode in ***************************************************************************************************** monitoring for the system to operate. This was a large reason for my choice in this system. In Feb 2023 I was having a small problem with the system and out of curiosity I 'upgraded' my account to a paid account to see if the problem would be improved. The problem was not improved and I did not renew the monthly subscription. Now that I paid for the monthly subscription for exactly one month, all of a sudden I cannot access the same features that I have had access to for years since I purchased the product. Now all of sudden I am told I was on a legacy plan and it cannot be changed back. There was absolutely no disclaimer regarding this. At no point in trying the subscription was I told that I would lose access to the same features I have always had and have to start paying monthly for the same thing. The company just keeps telling me they cannot fix it and how they have to charge to continue to do what they do. Weird they did not have to charge me since I invested in the system. At this point I want a full refund of every single product I have purchased from them that I will gladly return. It is insane to own a product for over three years to have the features intentionally disabled to force you into a monthly subscription.

  Business response

  04/02/2023

  
  This customer has already been handled internally, and there was no requirement to raise a BBB complaint.
  
  The customers claim to the grandfathered 'Legacy' Plan was valid and has been restored.

  Customer response

  04/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I will express that it took several hours of communication to have this issue resolved and it was only resolved after I shared that I had filed this complaint. Stating that raising this complaint was not necessary is not accurate. However they have restored my services and I am now satisfied. 
  
  Sincerely,
  
  ***************************

*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. ↩