ComplaintsforTactacam

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last October in 2023 I originally had an issue with a camera not sending photos. I paid for the subscription monthly, noticed no camera check in or pictures so I removed the camera and contacted them to let them know I was having an issue. I received some responses but it was all the same scripted nonsense with very little help. Its the same song and dance over and over. They suggested replacing the battery tray, at my expense. I did that and the camera finally would turn on again (it had stopped even turning on) but once placing it in the field it still would not send photos or update. Being as it was the middle of deer season I just gave up. Then this July when I tried to get my cameras back on the farm I tried for help again. It is now September and I am STILL waiting to get a resolution. "is it the memory card". "is it the batteries". Can you activate it to a cell plan so we can try to connect to it. So much nonsense with no resolution. I have answered all the same troubleshooting from the last interaction and they respond, usually 2 days later with the next question in sequence. The SAME question I already answered previously. Like 6 weeks trying to get them to give me an RMA to just look at the darn camera. Either they are going to do that or they are not. I just want an answer. Either way at this point, I'm fed up with the quality and the customer service to a point I'll just look to a competitor. It is just not worth the headache anymore not to mention loss of time and money trying to get this silly camera working.

  Business response

  09/09/2024

  Hello *** ******, 

  I apologize about your recent interactions. I do have an agent that has attempted to reach out today, September 9th, 2024.  We want to help you get this resolved quickly.  
  
  Thank you,
  *****

  Customer response

  09/09/2024

  While this is mostly satisfactory, it should not have taken months to get to this point. All I have been trying to get is the *** form. Literally for months. 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Long term customer and was having issues with their 2nd generation cameras which were around $175 each x 6 ($1050). Very similar to the situation explained below I paid for the generation 3 cameras around $125 each x 6 ($750). Gave me a discount because of all the problems with the gen 2 series cameras. Payed for yearly subscription for 6 cameras since fall of 2020 Subscription was around $650 year or $9.03 month per *** 1 didnt work for 9 months Cam 2 didnt work for 12 months Cam 3 didnt work for 3 months Cam 4 didnt work for 10 months Cam 5 didnt work for 11 months Cam 6 didnt work for 10 months Total non working months 55 Value @ $9.03 per cam per month $496.65 Compensation $67.32 Customer since September 2020 spent well over $3000 between tactacam cameras, stands, and solar panels for charging. These cameras are stated to be wireless and I pay a large chunk of money for the wireless capability but the do not work and I have been more than manageable on the dealings with these issues and the amount of money being spent but I have come to a dead end with their latest model and I am very upset with how they handled the situation after they have seen on my account that the cameras didnt not work for a long amount of time so Im not sure how to get this money back other than report them to be bbb. I would not like to be compensated the amount for the 55 months $496.65 and the $750 for the gen 3 camera @$125 each. For a total of $1246.65

  Business response

  08/01/2024

  Dear ****,
  Thank you for reaching out to us and letting us know about your experience. We understand your frustration with your cameras not working properly. We do see you are a long time customer and want to thank you for doing business with us. With that being said, we would love to be able to assist you and get you back on track with fully functioning cameras but this does mean we need to troubleshoot your issues. We have a dedicated team that is willing to help resolve all of these issues. Once we are able to resolve the issues we can speak with you about financial compensation. We will be having one of our dedicated Customer Success agents reaching out to you today.

  Customer response

  08/01/2024

   I am rejecting this response because:  This will be tactacams 5th attempt at rectifying the problem, they have not once solved the problem over the past 4 years.  Every time prior to this, the conclusion has been to upgrade to the new release camera for a discount.  I am done.  I have already discontinued my membership with tactacam and would to be compensated for the financial loss that has been stated in the previous email.  I will not work with this company anymore.  Tactacam is aware they have a large "problem" with their product, and I would like to be reimbursed for part of the financial burden.  I have not stated how much time and extra money that has been wasted over the past 4 years I just want what is owed for the last "problem."  I believe my frustration has been expressed, my time has been wasted, and tactacam knows I have the emails and the pictures to prove everything that is wrong about their products.  
  
  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a WiFI enabled Trail Camera from this company. I As part of the setup process, I was prompted to select a Wireless Carrier. I didn't understand why, because the camera is WiFi enabled and I have access to WiFi. I wasn't prompted to log into my WiFi, and the setup would not proceed until I selected a Wireless Carrier. I selected ******* (my carrier), but I could not connect. So I immediately cancelled my subscription. I watched my credit card statement for a refund, which never happened. I contacted Tactacam, but could not contact a real live person. I was eventually placed in a queue for a call back, but that call back never came - at least, if it did, it was flagged as potential spam, and they never left me a message. After a while, I filed a dispute with my credit card company. I was just notified that Tactical claimed my dispute was invalid, so my credit card company is declining to reverse the charge. Tactacam's reply states that the charge ($120.00) is for the data plan that I chose. First, I didn't 'choose' the plan, I was forced to make a selection to continue the setup process, and when I could not connect, I was not given the option to cancel. I did cancel my subscription, but apparently, that does not cancel the data plan - which begs the question 'Why do I need a data plant when I canceled ny subsciption? AND I returned the camera to the store! So I have been charged for a Data Plan that I never used, and I no longer even have the device that the Data Plan is meant for. In my opinion, their refusal to refund me for a service that they are not providing is theft.

  Business response

  07/09/2024

  *****,
  We appreciate the time youve taken to communicate with our representative today to help us address and resolve the issue at hand. Please accept our sincere apologies for any misunderstanding that *** have occurred. We are grateful for the opportunity to connect with you and assure you that we are taking steps to prevent such incidents in the future.
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two cameras and a one year subscription from Tacticam. The cameras were fitted with solar panels which was an upgrade. Within two to three months the batteries in both cameras went to zero and would not charge with the solar panels. After many many emails and phone calls it was pointed out that I needed to buy a charging cord and a charging block to try and rectify the problem. At my expense' and this was not advertised when buying the product. (bait and switch). When I did try to charge the batteries one of them would stay charged and the other loses charge very quickly. During phone calls I was instructed to take pictures, charge the batteries, try this and try that. Nothing has helped. I don't work for Tacticam so I'm not sure why I needed to do anything but get a replacement , and I expect them to stand behind the quality of their product. As well I am paying for the Tacticam subscription for unlimited photos for a full year. When my cameras are down due to poor quality and the refusal of Tacticam to honor the warrantee I can not get the service I am paying the for. The individuals that I spoke with (from Tacticam), appeared to be trying to make the process so cumbersome that I would just give up so they would not need to honor their warrantee. Over all the process is the worst that I have ever had to deal with. Due to the poor quality, and the down time I feel I have lost the entire investment of my money. The loss of service, the fact that I will undoubtedly need to replace the batteries prematurely, and the unreal amount of time I have had to spend for a simple exchange under warrantee should lead to sanctions, fines and a total refund.

  Business response

  07/10/2024

  We are truly sorry to hear about the issues you've been experiencing with our product and the subsequent service you received. At ********, we take pride in the quality of our products and the satisfaction of our customers, and we regret that your experience did not meet these standards.
  We understand your frustration regarding the battery life and charging issues with the cameras. We acknowledge that the need for a charging cord and block should have been clearly communicated at the point of purchase, and we apologize for any inconvenience this has caused.
  We appreciate your patience and understanding in this matter. We assure you that your feedback is invaluable to us and will be used to improve our products and services. We are dedicated to making this right and restoring your faith in our brand.
  Once again, we apologize for the inconvenience and thank you for bringing this to our attention. We have reached out to you and left a voicemail, if you still need assistance please let us know.

  Customer response

  07/26/2024

   I am rejecting this response because:

  As you can see in the email chain I am waiting for them to address the issue by sending the replacements. At this point I have spent untold hours on the phone and in emails. If they wont simply send out the replacements with a return box for the old ones I just want a full refund. At this point, I've lost countless pictures I would have had, and money for a service that I payed for and have not had use of. Even if they send me the replacements I will need a large credit for the lack of service I paid for. It will be much easier at this point to get a full refund so I can use that money to invest in Cameras and service from a competitor.  

   They have done nothing to help!
  

  
  

  Business response

  07/26/2024

  Dear *****,
  We acknowledge receipt of your email expressing dissatisfaction with our previous response. We note that the last correspondence we received from you was on July 15th. Despite our prompt response to your message, we havent heard back from you since then. We value your feedback and will make another attempt to reach out to you in order to resolve this issue.
  
  

  Customer response

  07/30/2024

   I am rejecting this response because: I have spent countless hours of my time time to get a simple warrantee issue resolved. At every step *********** Tacticam wasted my time, asked me to do things for them, had no idea what to do, told me I needed to spend more money though it was not advertised that way, and now wants me to spend more time ands give them my credit card information to resolve an issue that is solely their responsibility. They have been using tactics such as, keep this going as long as possible so the customer quits, or make the customer spend more of their time to get anything so they quit. The tactics are blatantly obvious so that Tacticam will not need to honor their warrantee. I am also wondering if any criminal investigation has started dealing with the "bait and switch" that they have essentially admitted to? I am getting tired of this and will soon reach out to my political representatives to look into this. 
  
  
  

• Initial Complaint

  06/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been a loyal Tactacam customer with several of their cameras. However, my experience with their products and customer service has been extremely disappointing. Two years ago, one of my cameras stopped working, and Tactacam refused to honor any warranty. I reluctantly purchased a replacement, which also quit this winter.Adding to the frustration, I had annual prepaid plans for each camera. When I cancelled one plan, Tactacam cancelled all of them, leaving me without any active service. Despite emailing Tactacam multiple times over several weeks, I received no response and no credits for the remaining months on my plans. Now, I am unable to use any of my cameras unless I purchase entirely new plans again.I request a refund of the remaining plans after Tactacam cancelled them.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought 2 cell cameras because I don't have a computer. They both need new firmware updates to be used, and I didn't know about needing a computer or needing firmware updates and it's not stated on the box before you buy them. I feel misled that all of the maintenance is required and the whole reason for me buying cell cameras is so I didn't have to have a computer. I was told I could buy new SD cards for $40 a piece and I'm not doing that. Also told me to borrow a computer from a friend

  Business response

  03/26/2024

  To Whom it May **************

  We are terribly sorry for how the situation with ******************** was handled. We understand how frustrating it is to not have accurate date and time on images and it is not our intent to inconvenience our customers to satisfy their firmware update needs. I've had an opportunity to connect with ********************, who has been incredibly understanding, and we shipped him a new Tactacam branded SD card with the most recent firmware on it for his camera in need. He is welcomed to contact me directly with any future technical needs.

  We know there are many options for who to do business with for your cellular camera needs and we appreciate being granted the opportunity to make things right for you. I have shared his feedback with product development and we will continue to innovate in a direction that makes the experience with us as hassle free as possible.

  Thank you again for escalating this issue to me.

  Regards,

  *******************, Voice of Customer Program Leader

  Customer response

  03/26/2024

   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.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a tactacam sk that was bought in less than a year. The camera was never abused, dropped, or even scratched. The camera suddenly stopped working. I bought 2 batteries and even a solar panel (over $150) thinking I had a bad battery. It still didnt work. So I sent it in for repair. They advised that it was not fixable and sent it back to me. The warranty states it will be covered for a year. But they state I would need a receipt. Who keeps a receipt for a year. I got it for a gift brand new. Cant they see when it was activated? They say no. Cant they see all the times I called in when I first got it and needed help, they say no. They said I could purchase an upgrade. The upgrade price is the same price as the sell price in the store. This place has the worst customer service ever. They should fix or replace the camera under warranty like they advertise, specifically if its obvious its a manufacturer defect. If I had several of these cameras, thankfully I Dont, they would be seeing me in court. If your reading this before you make a purchase, I hope you look elsewhere and buy a different brand.

  Business response

  09/14/2023

  We have initiated the resolution for this situation & appreciate the opportunity to make things right. Thank you.

  Customer response

  09/14/2023

   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. They called and have addressed the issue. This case can now be closed.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased two devices from the company and pay monthly subscription charges. One of the two devices is having a technical issue that requires a software update. I attempted to perform the software update as instructed by the comapny's tech support department, however the software update is ineffective. The company is now asking me to send in the device at my own cost plus $29.99 to fix the device. Or the second option is to purchase a newer device at a discounted rate. As a multiple year customer that pays on time and has never contacted customer service for any issue I find it extremely unbelievable to that the optiona available fom the comapny all require cost to the consumer depsite my device being in working order.

• Initial Complaint

  11/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Tactacam ************* on 10/20/22. The camera was completely defective, I did everything that they recommended and still had no luck. I spent almost two weeks giving this thing a fair chance. I wasted roughly 40 bucks in batteries and countless hours having to go to my hunting spot to retrieve the defective camera. I decided to return it to the store. I paid $8 for a subscription and they will only credit it for future use if I buy another camera. This is robbery! The camera did not work and they are trying to keep my money and give a "credit" for if I buy another one. Unacceptable. I want an apology from the company and my refund to original form of payment. Whoever I spoke with on ******** the other day said he would send it to billing, then I never heard anything. I followed up again and this person said she can see where I have a credit. A credit is not going to work for me, I want a refund! I know it is just $8 but it is the principle of being sold a defective product, given the run around and they still want to keep my money!

• Initial Complaint

  11/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I purchased a Revel Cell trail camera for my husband for his birthday during the 2nd week of December. Our internet service is spotty at best, so when I tried to create an account on Friday, September 16, 2022, I wasn't successful. I had to put my debit card information in to purchase a data plan. I did that, chose the $8 data plan, but still could not connect the camera. My husband took the camera to my nephew (who works in IT) on Saturday, September 17, 2022. He set up the account, but when asked for the billing information, my debit card numbers were gone. He re-entered them. Monday morning, I have 2 charges from Tactacam...one for $15 and another for $8. I contacted Tactacam and they refunded the $15 without issue. Upon reconciling my bank account for October, I noticed there was the $8 charge from Tactacam, but also a second charge for $15.50 billed on the 13th of Oct, I went back through my banking statements and found ANOTHER billing for $15.50 in Sept on the 13th as well. I contacted Tactacam, specifically ****************** - who claims to be a senior customer service agent - asking what this charge is for, as we didn't even have a Tactacam product on 9/13. After back and forth communication, she removed my banking info from the $8 account/plan, but refused to tell me what account I am being billed for in the amount of $15.50? Nor did she offer to remove my info from THAT account. She told me, in writing, that she can't disclose what account I AM BEING BILLED FOR because of confidentiality? I have incurred multiple charges because of this fraudulent billing - there isn't even a "data plan" available in the amount of $15.50, and we didn't even have a Tactacam product on 9/13/22? I have also contacted my financial institution fraud department concerning this billing. And, to top it all off, she stated that she can't REFUND me because the data was already used even though it isn't MY account, but MY banking information.

*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. ↩