ComplaintsforCallPass LLC
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Complaint Details
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Initial Complaint
12/04/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I pay for service for a dashcam Owlcam that I can view from my phone. I lost my phone and there is no way for me to gain access to my ****** have been contacting owlcam support for 3 months with no reply. I have no use of a camera and service I paid a year in advance for for months. If they are not gonna respond and ensure I have full access that I paid for I want a refund of the months of not being able to use the service I paid for. My car was hit and I cant pull up the footage to identify the vehicle and this is what I paid for when buying this cam with service.Business response
12/18/2023
I am not sure I am understanding the complaint. It appears that the customer lost their mobile phone and has chosen not to replace their mobile phone? Did they replace the mobile phone and download the compatible app for the camera service? The company does not have the ability to supply anyone with videos or access to footage that is retrievable in real time by the customer. Again i'm unsure what the customer is looking for in this situation, if we can have some more details that would be beneficial to getting the problem resolved.
Initial Complaint
10/04/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I had my yearly subscription to their Owlcam Dashboard camera renewed for $214 in May. The camera is not the last week and I've gotten absolutely no support from the company. They will not take phone calls. Every time I sign up for a text chat they never send an email to actually launch the track. They don't respond to any emails. They are as corrupt as can be. If you called the parent company, they refuse to help.Business response
10/04/2023
Hello, this customer had issues/complaints in 2021 which were resolved. He contacted customer support in May and requested his subscription be canceled which it was. There was no request for a refund at that time and since then every ticket that has been opened has been replied to. The accusations are a little stretched here and calling our company corrupt is ridiculous as we have never faced those types of accusations in 17yrs of business. If the customer has a desire for a refund please have him submit a request via the ticketing system and as always we will reply and accommodate the request.
Thank you,
***********************
President/CEO
CallPass LLC
Initial Complaint
09/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I had my vehicle broken into and when I purchased the owl cam it was guaranteed to replace stolen cameras it would upload video footage etc. After the camera was stolen multiple attempts were made to have them fix it. Owlcam refused, they refused to troubleshoot why the footage was missing or replace the camera. I am requesting a full refund of all fees paid as the product was not as described as well as a refund for the amount of the camera.Initial Complaint
08/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contacted them to see about getting a warranty repair or replacement for my Owlcam 5.0 dash cam and they told me I have to pay to ship them my defective camera thats under warranty!Business response
08/15/2023
Policy has always clearly stated customer pays for any returns. We will be issuing a new camera and provide a ***** Return label to send the old camera. We hope this resolves the issue.Initial Complaint
07/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased two new cameras in March 2023. One broke within 30 days. Thankfully they replaced it but it took over a month and I was being changed a subscription fee in the background. My fault for not cancelling but let move on. Fast forward 3 months for he 2nd unit broke too. Return policy only for 90 days. I have to pay up front shipping to send back. The product quality has gone down hill and it's worth warning to all future customers to stay away.Initial Complaint
07/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchase date: 12/20/18 for $376.66 from Amazon. Our OwlCam Classic Camera (subscription began 5/20/20) has failed to consistently work as promised since Feb 2021. The camera constantly has experienced technical issues such as "camera offline" or "lost connection" or "lost power" and we have contacted the company about these problems multiple times: in Feb 2021, Mar 2021, Oct 2022, Jan 2023, Jun 2023 (each of these were back and forth email communications with technical support). When we had an auto accident in Feb 2021, the camera was offline so we were unable to use the footage to dispute party at fault decision because we had no footage to prove our case (large loss for us!). All the other contacts were addressed by the technical team, but fixes suggested only temporarily remedied the problem, or did not fix the connection problem at all. THE ENTIRE TIME WE HAVE BEEN PAYING OUR MONTHLY SUBSCRIPTION for a non-working camera. When we submitted our issues timeline to Owlcam in July 2023 and asked for a refund (at minimum) for subscription fee from Oct 2022 thru Jun 2023 or a free replacement camera, Owlcam only offered us one month's subscription refund and a 10% discount off a new camera (already offered to anyone on Owlcam's website)! Are you kidding? We spent over $179 for subscription fees for an "offline camera" since Oct 2022. We were told that is the best Owlcam can do to remedy the issue! We chose to cancel our subscription and not to buy a new camera (too unreliable), but we deserve a refund for money automatically taken from our account during the months our camera was a defective non-working product! We ask this because at no point did Owlcam tell us that our unit was a problem model and that we should replace it. Owlcam happily took our money knowing the unit didn't work properly! Poor customer service, and no acknowledgement of customer loyalty!Business response
08/01/2023
They were offered a free camera and service.Customer response
08/01/2023
We did get a rapid response from OwlCam. They offered to upgrade our camera (and get a second camera) at a discount, and gave us a 60-day trial. They were very persuasive, so we accepted the deal. We have only been using the cameras for just over a week. I am very surprised they company did not follow up with you as well. Please let me know if you need any additional information, thank you!Initial Complaint
06/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
When I was sold these GPS devices I was told that they were good for 3 years and that after that I would have to pay up $20 per year to keep the units active. I called today a a guy by the name of ***** said that the units are trash after the first 3 years. ($560 worth of new never used units that arent good anymore)Business response
06/07/2023
Hello, sounds like there was either a miscommunication or an untrained employee making a false comment around hardware/devices. Devices are sold with a "Service Plan" and those service plans can be from 1-5 years. The service plans are not a reflection on the Devices themselves, the devices have the ability to run for upwards of 10 years. I am unsure why anything was said to the contrary, we have had the same policies in place for the 15 years I have been running the company and our track record for servicing over 1 million devices in the field speaks for itself.
If the customer would like to return the devices and receive a refund that is fine they can certainly due that if they don't have confidence in the product based on poor communication with a service rep.
Thank you,
***********************
President/CEOInitial Complaint
10/03/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Hi,I purchased OWLCAM 5.O camera on 5/31/2021 (Placed Order total $282.16) and I also paid for service every month ($19.99). Few months later found out camera has issue with connection every time click live view option on camera it showed with black screen cannot view on anything. So, on 11/2/2021, I contact OWLCAM CS for help with My camera issue and until 1/28/2022 they confirmed camera issues and let me wait for the updates. Camera issues still not solved so I had to cancel paid service from Feb 2022.On Aug 2022, I finally back to office so I contacted OWLCAM reactive my paid service and found camera was working fine but the after reactive paid service camera screen was shown with black. My camera was always working fine until I reactive paid service. I contacted CS again and CS let me return camera to OWLCAM. My camera has been returned to OWLCAM on 9/6/2022 and it has been 20days left.But there is not any update from OWLCAM.Please Help!Initial Complaint
09/19/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
The camera freezes while driving. This has happened repeatedly requiring repeated requests for fixes. The last time, it took a week for support respond. They asked if it had been remedied yet when no solution had been implemented or even offered!Then I was told theyd have to reset the camera pending email authorization, but all footage would be lost. Living in the ***********, I asked very specific questions regarding the timing of such authorization in relation to the reset. I NEVER got a straight answer despite multiple emails & a completely unresponsive chat. The best ballpark estimate was the same day. I asked when during that day? Within a minute? Within an hour? ******* did not seem to comprehend my questions.Ill give them one star for pretty crappy customer service along with a camera that works some of the time. This situation remains UNRESOLVEDInitial Complaint
08/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased an item and need to return it, but nobody replies to emails, phone calls, support tickets, ******** posts, or ******* posts. I have been trying to get a return label for four weeks. They respond to nothing.Customer response
09/19/2022
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 am not surprised that they have not returned your emails; they do not respond to anything unless you call them out on social media. So I posted my BBB case number to them on ****************** and email, and they responded within minutes. Everything has been resolved after months of frustration.
Sincerely,
***********************
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Contact Information
Customer Complaints Summary
19 total complaints in the last 3 years.
3 complaints closed in the last 12 months.