Complaints

• Initial Complaint

  11/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We reached out to VO to change our billing from annual to monthly for the second year or subscription. This was because the two teams that will be using. This are not the same in the fall and the spring and its easier to collect from the players families that way. Their website clearly said you could do this before we signed up and still says it to this day. We reached out to them and got email confirmation that this would happen. However, after months that still hasnt happened and they insist on charging us the full year of which we cannot do since it would be charging players who would not be using it for the full year. Weve made multiple inquiries and open multiple tickets. There is no customer support phone youre able to call. And nobody responds. And now it appears like theyve locked us out of an account that we have already paid for at least for the games they locked us out of that already occurred. So essentially, there are multiple levels of this. One theyre denying us access to information that we already paid for. Second their advertising a service they clearly wont honor and, finally, had we known they were going to have bad service and support we would have it gone with a competitor. Spent over $2000 on the equipment and another 1400 or so on subscription and were still trying to give them our money. Just at a monthly billing schedule. This makes it cost inhibitive to switch to a arrival product at this point.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello I have a ticket with veo open ******. I was told I was going to be refunded my subscription fee because it was charged twice I called less than 24 hours when it was charged and was told this would be removed. No one now responds to my messages and I can not talk to anyone on the phone.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This is in relation to video camera equipment that was purchased through ***'s website. Order US84621, in which I bought a VEO CAM 3 $799, VEO tripod $299, VEO travel case $99, VEO tripod bag $35 and a one year subscription to their services for $1299, for a total of $2531.00 Unfortunately, I ended up having to return everything because the team for which my son plays soccer, already has a video recording equipment which are included in my monthly subscriptions to the team. Regardless of the reason, ***'s policy states that as long as I return everything within 30 days, I will be fully refunded. I purchased this on 8/11/2024. I realized I needed to return it before it even got to me, so as soon as all equipment was delivered to me, I started the return process. After going back and forth with them, they told me that the only way they could fully refund me was to ship it all back to their headquarters in *******. I was a bit frustrated because their product shipped to me from **********. Reluctantly, I obliged. They emailed me two erroneous shipping labels, they both had the incorrect return address. I didn't want to use those because I didn't want to lose the product in case it needed to be shipped back to me. After many phone calls and emails to them asking for updated and more labels(because it was 4 items and they had only sent me 2) I gave up and ran to a ***** branch so that I could send the equipment back myself. On the labels I reference the "tickets numbers" *** had given me so they knew whom the product being returned belonged to so that I could get credit. They received the product back from me on 8/28/24, here are my ***** tracking numbers ************, ************, ************, ************. More than two weeks later, since they received the product back, and they have yet to refund my credit card. I haven't event received the refund back for subscription that I never once logged into. This is extremely frustrating and infuriating. Please help me.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am the treasurer for a high school soccer program. We have had dealings with *** and have purchased a Veo camera in the past to record matches. In order to use the camera for these purposes, a subscription is required. Subscriptions can be purchased either monthly or annually. We expressed interest in renewing for only a monthly subscription as our competitive season is only 12 weeks long, and price hikes for annual subscriptions made it impractical to consider renewing on a yearly basis. This was explained to sales persons at Veo many times, but they kept trying to push us into a yearly renewal which we refused. The day that our subscription expired (8/31/24) an invoice appeared on our account for $2,490- the yearly subscription cost. I emailed them immediately to tell them to remove the invoice, but they did not respond. Because they had our debit card on file from a previous transaction, they were able to process an unauthorized transaction the following night for the $2,490. We protested immediately, and they agreed to refund our money (see credit note attached dated Sep 5) but so far they have failed to do so and are now rejecting all emails from being delivered. We have initiated a claim of wire fraud with our bank.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am on the Board for my local *********** which has had an account with VEO each season. This year when I went to renew our account the money was applied to the WRONG ACCOUNT and our *********** Girls Soccer team account was never activated yet VEO still has the money. I've been working with them for two weeks now trying to get this issue resolved and no one is able to help. All I get is "your issue is escalated"... When I ask to speak to someone that can help me they just tell me that it is not possible. Ideally I would like the payment applied to the correct account so we can move forward with recording games for our season. We have a big investment in their equipment, so moving to a competitor would be difficult at this point.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Seeking double charge Refund: $3,589 Seeking: Discontinuation of billing from OLD and Returned Camera since November 2022 Claim Numbers: ****** and ****** On May 16th, 2024, VEO acknowledged that they had been double charging me and that they owed me $3,271 at that time. Back in November 2022, I had to return a VEO camera because of battery issues, and they sent me a replacement. I didn't realize they were still charging for both cameras since they didnt cancel the subscription for the faulty one. When the faulty camera was returned, I was asked to set up new subscription payment information because the previous one was canceled due to the new camera's serial number. I thought everything was fine because I gave a new credit card for the replacement, and online it looked like I was only being billed once.On May 12, 2024, after I told *** about the problem, they quickly acknowledged the mistake and promised a refund, asking for my details for a direct deposit, which I provided. However, since May, I have continued to be double charged for the subscription service of $159, so the current refund amount has increased to $3,589. Despite being in touch with *******, the representative handling my case, *** has not stopped billing for the returned camera. The nature of this dispute is a refund for the double charges. VEO has delayed responding about the status of the claim and only responds if I call or email to inquire. Despite all the emails promising a refund, they haven't refunded me at all.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a camera from *** to use filming high school lacrosse. Long story short, it did not do what I wanted it to and I wanted to return the items for a full refund. I was told by Veo customer support that since I was within the 30 day window of initially getting the equipment, I was entitled to a full refund. I sent back the items, and they were received at the ************* in ******* on April 23, 2024 per the shipping receipt. I have contacted Veo support 5 times in the 8 weeks since then with no resolution. They keep telling me that their second line team has to look into it, but I have not received any communication from them and the support agents have repeatedly not done what they said they did, such as not actually cancelling my subscription the first time I requested it. I just want my promised refund, I run a small non-profit supporting the local high school team, and the $1635.43 that I am owed as a refund is a lot of money for us and is preventing us from running the organization the way we want to.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The camera and quality was not to the standard that they portray. I called within 2 weeks of using and they set up a process which I would send all the equipment back and issue me a refund. This process started 7 weeks ago early April 2024. They have processed my return as of May 3rd. It took VEO 3 weeks to send me return slips and answer emails of how they would like it packaged. A refund was apparently issued to me on May 8th and since I have been told was canceled for reasons the first line doesnt understand. Since this time I have reached out via email 11 times and have received one response. The response was- did you not receive a refund ************ refuses to answer emails or help with orders in any fashion. Unfortunately they are also not answering questions on why they were only refunding me for part of my order. I am not seeking anything but communication and my money back. Ive have exhausted all resources and turn to you for help. Thanks so much.

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a sports recording camera with subscription from the company Veo Technologies in October of 2022. In September of 2023 I filed my 1st complaint regarding the charging port and the cameras in inability to hold a charge. I was asked to ship the camera at my expense to **********, *******. The cost was $500, I chose not to send back as I did not want to spend the additional $500 and at the time the charging problem was intermittent at best, if I start charging two days before a game it would work OK. We renewed our subscription in October of 2023 for $1,000, in March of 2024 our camera completely stopped working. I submitted a ticker once again with Veo and received the same response around having it fixed if I ship to *******. This time I asked to speak with someone that can make an exception at the camera has multiple online posting about the charging port being faulty and considered a know issue. To my surprise on April 11th the manager ***************************** Hilstrup ****** responded back and said he would fix our camera at thier expense, however he gave no direction as to how. When I followed up with him requesting more information I received a message from *** saying my ticket had been closed. I have now opened another ticket with them, and currently waiting for them to respond back to me. They should have some type of in state service center, we shouldn't have to send repairs to ******* for a know issue. Hope you can help.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a Veo camera and subscription which I received on 12/13/23 (Order INV00001921 for the subscription and INV00001763 for the camera including the extras) - total cost is $2,308 paid via AmEx. Upon first use on 12/15/23 I realized audio issues with the camera, which I reported on 12/15/23 (ticket ******). The Engineering team informed me the audio issues are "standard", but I can return the camera if necessary. On 12/21/23 I initiated a return for the camera, its accessories, and the subscription (ticket ******), which is well within the 30-day money back guarantee Veo policy ("you have the right to cancel your order within 30 days, for any reason and without justification"). On 12/26/23 I received return shipping information and promptly returned all items, which were received by Veo on 1/16/24. I never received any notification of receipt or refund. On 1/31/24, I contacted customer service; on this call my original return ticket (******) was closed and a new ticket (******) was started by ****** who confirmed the product was received at ******* warehouse and that money will refunded within 15 business days of receipt by Veo. On 2/20/24 I STILL did not receive a refund and spoke with **** on customer service who noted my outreach on my refund ticket. On 2/26/24 I received notification that my second refund ticket (******) has been closed - I have NOT received any refund or any communication from Veo technologies. On 2/26/24 I opened yet another refund ticket (******) informing Veo that the window in which they guarantee money will be refunded upon receipt as lapsed and that I expect a response and reimbursement ASAP. Veo Technologies has acknowledge the receipt of all of its products well within the refund policy timeline. They have not refunded any of my $2,308 payment processed on my credit card. I would like BBB to help me receive the full refund I am promised.

  Business response

  03/21/2024

  Refund was issued on March 4th, 2024

*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. ↩