Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Nanit 5 year bundle package and received the item very quickly. After receiving the item I quickly realized that the floor stand would not fit underneath the crib to allow for a clear shot of my child. I reached out to exchange the item due to the 100% satisfaction guarantee. After a few back and forth they sent an *** to exchange the item. I packed the item up and mailed it back in original packaging. I received confirmation that the item was successfully received at the warehouse through **** tracking. I reached out to the business for an update and was told i would receive a response in ***** hours. It has been over a week with no response. I have called multiple times and received the run around that the order management department only responds to email and I will have to trust the process and just wait. After three more attempts to reach out i received and email stating they have not received the item and to wait for it to be received. I am requesting either the exchange item be sent immediately or the item that i purchase be returned.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Nanit Pro camera 2/4/24 and was supposed to have 1 year free trial of their Sleep Insights Plan however, I received a notification that my trial ends 8/5/24. I've attempted to reach out to the company via phone and email with no response. Extremely disappointed with the false advertising and lack of support. I've seen multiple other complaints stating the same issue with no support or response from the company.

  Business Response

  Date: 08/09/2024

  Nanit has changed the trial from 1 year to 6 months. We'd be happy to address any issues with this adjustment of the trail. We don't see a support ticket from *******************. Please feel free to reach out to ***************************** and our team would be happy to assist you. 

  Customer Answer

  Date: 08/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  This answer is NOT acceptable, I had purchased the item and expected a 1 year free trial as advertised. I was also never advised that this timing had changed. I was led to believe I had a 1 year free trial and it is only right that I am granted a 1 year free trial.  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 08/14/2024

  There was a change where we were offering a 1-year trial and it has been reduce to 6 months. We are working with customer during this adjustment. I didn't find a support ticket in our system from *******************. I highly recommend reaching out to ***************************** and any of our team members can assist you. 

  Customer Answer

  Date: 08/16/2024

  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 and the matter has been resolved. I have emailed their support team and they have corrected the error to my satisfaction. 
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:05/15/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/6/2024 I purchased a product on Nanit.com titled "The 5-Year Plan Bundle". My interpretation of that bundle is that it included a Nanit Camera, Floor Stand, Light, Travel Case, and a 5-year subscription to their paid plan. Nanit cameras require a paid plan in order to use certain functionality. Nanit calls their plans Nanit Insights. The two paid plans that they offer are the Memories Plan and the Milestones Plan. The use of the words 5-Year Plan in the item description gave me the understanding that a 5-year subscription to either the Memories Plan or the Milestones Plan was included. I attempted to clarify which plan was included prior to placing an order but upon calling Nanit at 3:21pm central time, I was on hold for 9 minutes and then the call hung up. I went ahead an placed the order since I was Ok with either plan being included. After placing my order, I attempted to call Nanit again to get clarification on which plan was included. The second call was 32 minutes long and during the call I was informed that no Insights subscription is actually included. I was told the 5-year reference is that this package is suitable for children up to 5 years of age. I find this wording highly deceptive when Nanit uses the word "Plan" to describe their paid subscriptions and they are using the same wording on this item description. I am requesting that they immediately discontinue the use of "5-Year Plan" in any of their item descriptions if they do not include a 5-year paid subscription to one of their Insights Plans. After confirming that no paid plan was included, I cancelled my order and decided not to move forward with this purchase.

  Business Response

  Date: 05/16/2024

  On the product page we give an outline under the description of what's included. Which is Pro Camera with Wall Mount, Flex Stand, Sound + Light Audio Monitor, Small sensor-free Breathing Band (0-3 months), Traveling Light Case to protect Pro Camera, Sound + Light, and Flex Stand.
  
  Please see attached screenshot from the product page of what's included.
  
  We don't mention that a 5 year subscription plan is included with this bundle. 

  Customer Answer

  Date: 05/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I do not agree with the businesss explanation.  The five year plan is the product being sold based on the title of the item.  The plan wouldnt need to be listed under whats included to assume its included since the 5-year plan is the primary product being sold and the whats included are additional features.  I would liken this to Tesla listing a Tesla Model 3 for sale on their website and because the included features only say leather seats and 18 wheels, the vehicle itself is not included, just seats and wheels.  The title of this product should be modified so it doesnt say 5-year Plan, if a 5-year subscription plan is not the product being sold.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 05/29/2024

  The product description provided a full list of what's included in the purchase.

  Customer Answer

  Date: 06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business did not directly address the concerns conveyed in my last message.  I am requesting the BBB assign a mediator or arbitrator to this issue since the business does not think they are doing anything wrong but I find this an unfair and deceptive business practice.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:04/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon purchase, Nanit has since restricted functions of the Nanit baby monitor that it advertised as free. Users now have to pay for functions that were free upon purchase. As such, I now have a baby monitor that is 8x more expensive than other baby monitors with similar functions to the Nanit in its restricted state. This is unethical and seems like a scam. I am seeking a refund.

  Business Response

  Date: 04/30/2024

  Our systems come with a trail for our basic subscription plan when the camera is first paired. Reviewing the customer's account the camera was first paired in December of 2022. When the camera is first paired it starts the trail. There are prompts within the App that the trail has started. They received a 1-year trial and it was ended in December of 2023. Without an active subscription some features are limited. 

  Customer Answer

  Date: 05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business response is inaccurate and misleading. The trial consisted of free access to sleep insights, which I never used. Within the year the company specified, I kept receiving offers to upgrade for sleep insights with a trial period, but I never did or used features that required insights. The company marketed free video recordings without sleep insights and that is one of the major reasons why I purchased this expensive camera. It wasnt until recently that the company restricted video recordings and it appears to be a change in policy. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **********************************
  
  
  
  
   
  

  Customer Answer

  Date: 06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It is clear that this company will not provide me with a refund and admit to restricting features that were once free without a subscription. They assured customers of these free features in their companys online forums and on official Q&A sources, which in hindsight was misleading. I regret not saving these sources for proof. Now I am left with an overpriced camera without features I expected to have for free. I am satisfied that this correspondence will be public. I will leave reviews according to my experience and along with this public correspondence, hopefully warn other customers about *********************** misleading correspondence and business model. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **********************************
  
  
  
  
   
  

  Business Response

  Date: 06/13/2024

  On purchase of our Nanit camera it comes with a 1-year trial of our Sleep Plan. This is automatically started once the camera is paired. During the pairing process there's a prompt that notifies the customer that this trial is started. We understand how this could be confusing if this prompt is quickly passed over. We try out best to educate our customer about what's included with the subscription plan. Due to the subscription ended in December there's no refund to be issued. 

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Nanit Pro Camera bundle in 2022 (Stand, Sheets, Camera, Sleeping Bands). Nanit misrepresented this product and service by marketing features that require a subscription; they do not delineate what is provided without a subscription which clearly misleads the buyer when purchasing. I should not be required to pay additional fees to access basic information; if this information was provided up front at the time of purchase it would not of been made.

  Business Response

  Date: 04/12/2024

  Hello,

  On *********, once a bundle or camera is chosen, there is a section under the the product labeled "Subscription" which shows all the features included when using the subscription. Next, after reviewing previous tickets from email ************************, we can see in a previous ticket ********* reached out to Nanit customer support in regards to activating the first free free year of the Nanit Insights plan. This is from ticket ******. 
  

  Here is a ********* page that has a list of 3 subscriptions with the features included under each level subscription - with *******************************************************************  
  

  Here is a link showing under a camera bundle where subscription is present: ****************************************************************************************************
  

  In order to use certain features after the first free year of the Basic Sleep Insights Plan, a user will need to purchase a subscription. 
  

  I do apologize for any inconvenience and if you have any other questions, please feel free to ask. 
  

  Best,
  Nanit Support

  Customer Answer

  Date: 04/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  As indicated by the representative youre not made aware of all the basic features that are marketed as part of the product but ultimately not provided until after purchase and after the initial subscription period. This reinforces the misrepresentation of this product by the company at time of purchase. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business Response

  Date: 04/19/2024

  Hello,

  We disclose all information related to the subscription and it's provided features on the following webpage: *******************************************************************

  However, as a courtesy, and out of respect for the confusion incurred here, we have provided another one-year Insights Sleep subscription to your camera.

  I hope this helps.

  Best,
  Nanit Customer Support

• Initial Complaint

  Date:02/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have had 2 issues with the 2 cameras we had with this company. First camera stopped working within the first year and the second camera began electrically burning in the Childs room while he was sleeping. i had to call the fire department. Nanit just kept offering a new device, and would not issue a refund because I had purchased from an authorized retailer and not their direct website. Terrible customer service as well, I offered to send my payment information so I could rightfully get a refund but they just kept trying to cover their losses instead of treating the customer correctly when they were in the wrong with a severely malfunctioning and dangerous device. do not get the nanit pro camera or any device from ********************

  Customer Answer

  Date: 02/13/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Nanit Pro Smart Baby ************** Mount for installation in our son's room and have thoroughly enjoyed this product. However, we put him down recently and found that we were no longer able to turn on the breathing monitor function of the camera. We were not given any advance notice that this function was going away; additionally, this function had been included w/ our purchase for the one year plus that we'd been using it. I reached out to the company and received the following as part of Nanit's response:"Thank you for contacting Nanit. I regret to inform you that as of a recent update, without an active Nanit Insights Plan, you wont be able to access breathing motion monitoring, milestones tracking, sleep info, and other insights and perks."I would request that the company either provide a refund for the cost of the camera or provide the new subscription needed to access the breathing monitoring function free of charge. We purchased this particular camera w/ the impression that we would have unlimited access to breathing monitoring.

  Business Response

  Date: 01/03/2024

  All cameras come with 1-year of our Basic Insights subscription. An active Insights subscription is required to use breathing motion monitoring. We have documentation that indicates that an active subscription is required to use the feature. 

  ***********************************************************************************************************************************

   

  Customer Answer

  Date: 01/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I don't believe that this 1 year information is explicitly stated on alternative websites.  I purchased this from Amazon, where it DOES NOT indicate what is included in the Insights subscription and later mentions that the product offers breathing monitoring w/out siting the 1 year information.  Pasted from Amazon:

   

  What's included: Nanit Pro Camera; Wall Mount; Small sensor-free Breathing Band (0-3 months); 1 FREE year of Insights Basic subscription plan
  1080p HD video allows you see baby from anywhere using the app. Nanit is the ONLY smart monitor with a Split Screen feature that allows users to view two cameras on one screen
  Wall Mount is ASTM-certified for safe cord cover, and offers easy installation with built-in level
  The custom-designed pattern on Breathing Wear works with the Pro Camera to detect babys breathing motion in almost any sleep positionwithout sensors! Nanit tracks breaths per minute and sends real-time sound and motion alerts through the app to your smartphone
  Safely and securely add multiple users, control who sees what, and share your babys moments. 256-bit AES encryption provides exceptional security for your data. Nanit smart monitor is a baby registry must-have!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: False Advertising and Product Issues with Baby Monitor Dear [Customer Support],I am writing to express my deep disappointment and frustration regarding my recent purchase of a baby monitor from your company. I believe it is essential to bring to your attention the serious issues I have encountered, as they are not only a misrepresentation of your product but also an unethical exploitation of new parents' anxieties.First and foremost, the advertised features of this baby monitor, such as the capability to take photos of the baby and monitor his breathing, were significant factors in my decision to purchase it. However, to my dismay, I discovered that this function has been completely disabled. This is a clear case of false advertising, and it has left me feeling cheated and deceived.Additionally, the belly band provided with the monitor is entirely inadequate for a one-month-old baby. It is essential that your products are designed to accommodate infants of various sizes, as this oversight poses a safety concern for parents like me who rely on your products for the well-being of our children.This experience has not only caused me inconvenience but also undue stress during a time when new parents are already anxious about their child's safety. It is disheartening to see a company take advantage of this vulnerability for its profit. Such unethical behavior reflects poorly on your brand and undermines trust in your products.I request that you rectify these issues promptly, by enabling the advertised features and providing a suitable belly band replacement. In doing so, you can restore my faith in your company and uphold the ethical standards that every responsible business should adhere to.I trust that you will address these concerns and take steps to ensure that other customers do not have to endure a similar experience. I eagerly await your response and hope for a swift resolution to this matter.YOU ARE NOT ADVERTISING THAT WE MUCH PAY FOR USE.

  Business Response

  Date: 11/07/2023

  We do have documentation that state the breathing motion monitoring feature requires an Insights subscription. I've attached a link to our FAQ page that goes over that a subscription is require to use this feature. There's ********* within the App point out that a subscription is required to use this feature. 
  
  As for the issue with the black screen. Our team is aware this is a technical bug that an update is needed to fix this issue. Currently the fix is in progress and should be out to the public shortly. 
  
  ***********************************************************************************************************************************

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Nanit baby monitor was purchased for my baby shower in January of 2022. We did not start issuing it until my done was born in May 2022. He is now almost 16 months old and the monitor stopped working for no reason. I have been going back and forth with support for a week now. Finally ******* told me she has never seen this before it must be a manufacturer defect. She told me they would replace it. She then seen my recipes of purchase from Ianuary and said there is only a 1 year warranty on the camera. This is insane It stopped working for reasons that were not in my control. In total I spent $500 on this product $300 on the camera and $200 on accessories. She told me I would have to purchase another camera less than 2 years later and offered me $50 off. I am beyond upset. I feel this is not okay for a business to have these restrictions on something that is their products defect.

  Business Response

  Date: 08/24/2023

  We are actively working with the customer to troubleshoot the issue they're having. If the camera needs to be replaced it will need to be covered under our 1-year warranty policy. 

  Link provided that outlines our 1-year warranty policy. 

  ***********************************************************

   

  Customer Answer

  Date: 08/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [i do not believe that a $300 camera should stop working within 15 months of use. Their 1 year warranty is insane. Instead they want me to purchase a new camera, which is what I was told by ***** from their tech support with a $50 off credit. That is not acceptable. And this answer came after 1 week of me trying to get their help to fix the issue. This rep also told me she had never seen this issue before and that it must me a manufacturer defect but since they only cover from 1 year of PURCHASE, not even when I began using the monitor they would not replace the camera unless I purchased a new one. This is unacceptable for the most expensive baby monitor on the market.]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  *********************************************************
  
  
  
  
   
  

  Business Response

  Date: 08/30/2023

  Once all troubleshooting has been done and a replacement is needed we have a 1-year warranty policy to replace broken units. For customer outside of the ****** period we provide them with the option to purchase the camera head only as a replacement. 
  
  For more details about the warranty please use the link below
  ***********************************************************

   

• Initial Complaint

  Date:08/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I put a Nanit Pro monitor ($299) on our registry for the birth of our daughter in June. It was purchased by my mother on January 27, 2023 from their website. On August 6, 2023, 6 weeks after our daughter was born, I spent over an hour attempting to set up the monitor. It would not pair with my phone or my wife's phone. I opened a ticket with their support (#******). Later that day, I was given a canned list of troubleshooting steps, which I tried without avail. Even later that day, I was told my case had been escalated to their "Senior Tech Team" and to expect a response back in ***** hours. I did not get a response back until August 10:"This is ***********; I'm a Senior Tech at Nanit Support. After reviewing your case, it looks like there was an issue at the warehouse where the cameras were swapped. The camera in your possession was reported as lost for a different order. The camera serial number that should've come with this order was **************. Due to this situation, I've unbanned the camera **************. When you have the next opportunity, please attempt to pair the camera to your Nanit account."It still did not work. I asked to return the device as it is not work and was told:"This order was placed on January 26, 2023. Unfortunately, this order is outside of the 45-day return period."This is unacceptable to me. Their device doesn't work. Their customer support has not been satisfactory. I just want a baby monitor that works. Moreover, given the timing of registries, I suspect many of their customers are outside of their 45-day return period.

  Customer Answer

  Date: 08/11/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************