ComplaintsformeShare

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have meshare/zmodo cameras. 6 of them. When we first put them up, one of the cameras didn't work properly. It was returned and a replacement was sent. Replacement worked fine. This was back in 2020. I recently changed the billing for my cameras from 6 separate charges each month to combining them. After combining I noticed I was still getting charged $2.50 a month from meshare. I contacted meshare. They argued that I have seven cameras and that the camera has been charging for over 3 years. I explained that I have 6 cameras and about having to return a camera for replacement. I asked if I could get at least a partial refund for the 3 years I have paid for cloud service on a camera I didn't have. I was told that they do not refund cloud service charges. I asked what could be done to fix this issue and was told they won't charge me anymore for a service I haven't received but have been charged for for 3 years.

  Business response

  11/14/2023

  Upon reviewing your case, we understand the frustration caused by unexpected cloud service charges .However, we would like to clarify a few points regarding the situation and the lack of initiative to address the issue.

  Firstly, we understand that managing subscriptions can sometimes be difficult. However, the responsibility for managing subscriptions, including canceling or modifying services, lies with the customer. Our system doesn't track account changes, as we trust our customers to manage their accounts independently. I would like to highlight that our system prompts users before removing a device from the account, reminding them of any active subscriptions associated with the device. I recognize that this prompt can sometimes be overlooked if rushing through the removal process. We did not receive any communication from you regarding a request for cancellation of the cloud service for the camera during the period the device was subscribed. During a live chat session on 9/20/23 for a billing question, our agent asked if you wanted the subscription to remain active on the device that was no longer on your account.  The question was ignored or overlooked during this interaction.

  Unfortunately, cloud service charges are non-refundable, as outlined in our terms and conditions.

  Customer response

  11/16/2023

   I am rejecting this response because: in September when I was combining the charges, I was not asked about a seventh camera we do not have. If I was asked about it I would have definitely said to cancel it. They helped me combine 2 cameras into one bill and 4 cameras into one bill. They couldn't get all 6 of them into one. I was NOT told there was a seventh camera being charged to me that was not on my account. We discussed the 2 camera and 4 camera bills. We spoke about how I would be billed twice monthly, one for the 2 cameras, one for the 4 cameras. They did not say I would be billed 3 times a month. That would have alerted me to it. They only mentioned 2 bills. 

  Seems kinda suspect to me that a company would require you to remove the product from 2 places. Shouldn't it be removed from billing at the time it is removed from your account? Kinda proves that they are behind technologically seeing as they can't combine the process. It is either that or they don't want to combine them so they can end up with extra payments that they never have to return. 
  

  
  

• Initial Complaint

  04/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, on 4/21/2021 (today) this company billed me for $124.99 for service from today to April 21, 2024 for their security camera online recording service. I've been trying to cancel this service for years but I haven't done a great job following up. After a half dozen exchanges with customer service I was informed there was nothing they could do for me even tho I've been paying for a serivce I haven't used for years. I'm asking for refund of the $124.99 that I was billed to my ****** via *****. I believe this company is acting in bad faith and would like to know if someone could help me.

  Business response

  05/01/2023

  Hello, 

  It is the customers responsibility to manage and cancel their subscription. If the customer was having issues cancelling they could have contacted us prior to the renewal for help cancelling, We have no contacts from the customer other than email after the renewal occurred. 

  Terms and conditions for the subscription can be found here: ****************************************

  Customer response

  05/01/2023

   I am rejecting this response because: I responded to the business the DAY they charged me for the NEXT 365 days, there's no reason to charge me 125 bucks for the next coming year for a service I haven't used for years and don't want to use going forward.  Extremely bad faith by this business if not illegal.
  
  
  

  Business response

  05/10/2023

  Per the terms of the subscription that the customer agreed to when they signed up they would need to cancel before the renewal. The exact wording is "Your cancellation date will be in accordance with the time stamp of the original contact. To avoid future billing, you must cancel your subscription before the next renewal date. Cloud subscription plans are not eligible for refunds. As such, after cancellation you will continue to enjoy access to the subscription plan until the last day of your current subscription period. " The full terms can be found at ****************************************

  Customer response

  05/11/2023

   I am rejecting this response because: this business runs a business model in very poor good faith.  Maybe not illegal, but definitely a shady business model. Bummer that the BBB endorses.
  
  
  

• Initial Complaint

  09/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I used MeShare cameras and 7-day cloud trial back in May 2022. After that trial, and no longer needing the cameras, I deleted the devices as instructed on their FAQ page to not be charged a subscription fee in the future. I deleted my account, the app and moved on. Several months later, on Sept 22, 2022, I was charged $4.99 subscription fee. I couldn't log into the newly dowloaded app (apparently its the only way to chat with customer service as I could not find a phone number to call) and had to reset my password before being able to reach a customer service rep. I also noticed my PayPal details were still associated with the account. I chatted with the rep but immediately received passive aggressive responses when I asked for a refund. I had to ask several times for a refund and for a manager. The chat ended with me giving my phone number to this service rep and that they would contact their supervisor to call me. Other than the obvious "I want a refund" complaint, I am not pleased with their lack of a phone number to call, their rude service reps and their seemingly confusing way of deleting subscriptions.

  Business response

  10/06/2022

  An exception was made for the customer and they were refunded after a supervisor called them. 

   

  Some clarification on the terms of service 

  Cancellations and Refunds. You may cancel your recurring subscription through your meShare account at any time, with or without cause. You may also cancel by contacting us at [email protected], but may be required to provide certain forms of authentication and verification of ownership. If you subscribed to the cloud plan through the iOS in-app purchase, your subscription and billing is managed by Apple. You will need to cancel your subscription from your iTunes account or by contacting Apple. Your cancellation date will be in accordance with the time stamp of the original contact. To avoid future billing, you must cancel your subscription before the next renewal date. Cloud subscription plans are not eligible for refunds. As such, after cancellation you will continue to enjoy access to the cloud plan until the last day of your current subscription period. After the subscription period ends, you will no longer be billed the recurring subscription fees, and your cloud recordings will be permanently deleted and will no longer be accessible to you.

  Customer response

  10/08/2022

   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.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My bank account was charged 49.90 from this business. I've never heard of nor purchased any of their products or services nor applied for an account with this business. I'm seeking a refund and I'm requesting how they've received my information because they've received it fraudulently.

  Business response

  05/25/2022

  Cloud service was purchased for a Zmodo camera linked to an email account that starts with **********************. The subscription was started on 5/20/20. Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed. The customer can contact us via email, phone, or live chat support for assistance cancelling the subscription. 

• Initial Complaint

  01/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a set of zmodo security cameras along with an additional warranty with asurian from Amazon in late 2020, April of 2021 our cameras stopped connecting to the wifi. Using zmodos app we reached out to tech support, after idk how many tries we finally get through to someone and we try everything to get the cameras to reconnect. When they wouldn't it wasn't that big of a deal, I used the chat option in the zmodo app to cancel my subscription (I had paid for a year and this was maybe month 5), and I filed a claim with asurian and sent the cameras back. Fast forward to January 8th 2022 I notice a payment for 149 dollars and some change took off my PayPal from a meshare inc., I've never heard of meshare and immediately filed a fraud report thinking I has been hacked. Well PayPal denied because apparently I gave meshare permission to take this money, meaning back when I used chat to cancel my account with zmodo it did not get cancelled and some company named meshare all the sudden had permission to take a lot of money out of my account. When I find out meshare is zmodo I reach out to customer service, she denied me and I said no that's not right because I used your app chat to cancel this and I asked for a refund just a few hours after the payment came out. The lady, Wendy, asked me to submit proof I returned the cameras. The first 4 things I sent her wasn't good enough, so I got a invoice from asurian and have sent that twice. I have sent 5 or 6 emails now and have received only 2 replies. I keep emailing zmodo support and they are blowing me off. I think it's only fair to refund me since I cancelled my account to begin with, the lack of tech support back in April of 2021 is the same lack of customer support I am receiving now. This is the same way I was treated trying to cancel my account. Which tells me zmodo needs to rethink the way they handles customers and their accounts. This is $150.00 that I just don't have to give away for a service I can't use.

  Business response

  02/10/2022

  The customers refund has been processed on our end for the 1/8/22 charge. 

*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. ↩