ComplaintsforAbode

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Abode's flagship offering, the Iota, has fundamental flaws. In its default configuration, it produces false alarms, causing disruption at any hour of the night. When consulting support on fixing these issues, they blame the customer and provide complicated, unsustainable workarounds (rely on support to enter custom settings over which the user has no control) that reset themselves over time.Worse, the security cameras fail to record video when an alert occurs. When bringing these issues to support, the support agents provide inane responses like (try turning it off and on again) or suggesting to set values that have been set before and had no effect.They cannot make the system perform its basic functions or reliably avoid false alarms in a very simple environment. In the past 366 days, we've logged probably 20 days of Away time but experienced three false alarms, one due to their own systems going down and two due to a hyperactive motion sensor.First, I wish they'd fix their product. Second, I'd appreciate it if they'd hire competent support staff and empower that staff to provide accurate, useful suggestions (or escalate to engineering to fix issues).

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I ordered a security system bundle and accessories from this company on 4/22/22 (Order #****** for $443.23). The web site states that if you buy a system, your first year of monitoring is $8.33 a month *when paid yearly ($99.96). When I received the equipment and installed the app it immediately asked me to choose a plan, and that directed you to Apple subscriptions. After installing I was looking at the Apple invoice and it said that there was a 30 day trial (nothing had been charged to my CC) and in 30 days i would be billed to full $219 for monitoring. I contacted customer service via chat/email and was told they would correct the problem with a refund once my CC had been billed. After I was abode contacted me and stated they we working on getting the refund issued. After many emails, Abode is saying that I now have to cancel my subscription with Apple, I must attempt to get the refund through Apple (because canceling the subscription does not refund any money, just stops reoccurring payments and remains active for the year). The web site does not state that there is any special way to subscribe, and their own app prompted me to subscribe through apple. I asked for even a credit on spending more with them directly by buying more products, and they sent a reply telling me to get the apple refund myself, and they promised again to **** me directly and apply a refund. This is deceptive, and suspiciously looking intentional to have the customer give up and pay twice what they advertised.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Order Issues

  Status:

  BBB unable to locate business

  More info

  Outdoor security camera issues being offline in summer of 2021. Not connecting with my internet since 2/8/22. After 50 + emails and a few phone calls, I ask to speak to a manager or be refunded. Both requests were ignored and deflected. I am requesting a full refund of the camera and a monitoring rate that continues to be only $200 per year (recent rate hike) since I am stuck having this system with no outdoor working camera until I move in 5 years. Complete lack of professional customer service for monitoring.

*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. ↩