Complaints

This profile includes complaints for Nexar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nexar

  205 Hudson St New York, NY 10013

• 

  Nexar

  29 W 17th St New York, NY 10011

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:09/15/2023

  Type:Product 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.

  I ordered Nexar One Pro Dual Dash Cam 512GB on 9/11/2023. I was expected to arrive on 9/13/2023. There was an issue with delivery. I was notified of an issue. I contacted the carrier to see what the issue was. They said there should be a slip in my mailbox. There wasnt. Then I contacted Nexars customer support to figure out whats wrong with my package. They said it was picked up by someone. I was confused because I was notified that there was an issue with delivery. They told me to call the carrier again I called again and made a report that my package was never received. I gave the case number to Nexars customer support and they said someone would follow up with me that day but I havent heard anything back. I spent close to $500 on this dash cam and it was never delivered. Seems like there should be a better way to insure customers get what they ordered.

• Initial Complaint

  Date:06/28/2023

  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 Nexar dashcam from this company in ********************** the beginning , I had a minor issue getting it to connect and stay, and I called the company about it. They helped me out and told me we always stand behind our products.. given this customer care I further went and purchased 3 more units from the company. Fast forward to this last six months I have not been able to use this camera because I have been in a laundry list of different representatives every time I emailed because this is the only way that you can communicate with them, they will not call you. They will not give you a number for customer service. They use email only and it takes forever. About 19 different representatives have come on and tried troubleshooting this product when it stopped working it will not connect to my phone my family has been compromised multiple times where we thought we had the dashcam recording an incident took place and we could not provide it because it wasnt working. I expressed this to them and multitudes beyond multitudes of times emails back-and-forth do this do that is there a red light reset this do that, etc., every time I got a different representative nobody really knew what was going on. I went through this forever still does not work. I asked several times to replace the product. It did not happen. One representative told me that we need to look into a replacement if we cannot get this fixed. Hence , my request for a replacement of the product after all I do on four of them. Now I am a loyal customer. I have supported this company from a consumer point of you, now my families safety is compromised all I am asking for them to do is to replace the unit or exchange it I dont even care if its refurbished. Today I get an email from yet a new rep saying oh we noticed that you purchased this in 2021. We cant do anything about it anymore. Its out of its warranty. After all this today I get this email? They give me the option to purchase a new one?

  Business Response

  Date: 06/29/2023

  Hi ******,
  We're sorry to learn about the issues you've encountered with your dashcam. As a fellow consumer, I know how frustrating this can be. This is certainly not the kind of experience we wished for you to have. Please allow us to turn this around.
  Well gladly make an exception for a replacement this time as we want you to have a great experience with our product. I'll personally submit the replacement request to Scosche team for your dascham.
  We have responded to your ticket with us and rest assured we'll provide you with the best resolution possible for this case. 
  Thank you for your patience and cooperation, ************* 
  
  Kind Regards, 
  The Nexar Team

  Customer Answer

  Date: 06/29/2023

  Better Business Bureau:
  
  I appreciate the time and efforts make by the BBB in helping me to resolve this matter. 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:05/15/2023

  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.

  Purchased a brand new nexar camera on Amazon. When the unit arrived, it was opened. There was velcro attached to the wire, the camera lens was missing the plastic cover. When I reached out to Amazon, they advised that I would have to return the product then place another order for a nexar. I don't want to charge my card again, and I don't have time to drop this off for nexar mistakes.

  Business Response

  Date: 05/15/2023

  Hi *******,
  
  Sorry to learn about the issues you've encountered with your dashcam. As a fellow consumer, I know how frustrating this can be. Please know that this is not the kind of experience we wished for you to have. Please allow ** to turn this around.
  
  We have processed a full refund on your Amazon order. Please note that refunds are processed back to the original payment method used during purchase. Depending on your bank's processing time, refunds may take **** business days to reflect back into your account. You should be notified of this refund in your Amazon account as well.
  
  Also, as agreed during our communication, we will be sending you a replacement. 
  
  Thank you for your patience and cooperation, *******. 
  
  Best Regards, 
  The Nexar Team

  Customer Answer

  Date: 05/16/2023

  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,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/13/2023

  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 both the nexar one dash cam i have had nothing but issunes with it they will not replace or fix it the just keep telling me to do the same steps over n over again i jiust want the dash cam i payed cost to 500 for to work its getting nowhere i email them all the time they say oh wait for an update or that i need to truble shoot it the same way was before again an again

  Business Response

  Date: 03/16/2023

  Hi *****, 
  We sincerely apologize for the inconvenience this has caused. Please know this is not the kind of experience we wished for you to have. I understand you've had this issue with your Nexar One Dashcam for a while now, and I have reviewed your tickets which currently is open for troubleshooting with our technical support team. I understand you now want to have your camera replaced. Please note that we do not right away resort to replacement unless we get to the bottom of the issue as we do not want your replacement camera to experience the same issue. Hence, the effort spent on troubleshooting and resolution. However, we truly understand how important it is for you to have a working camera. This said, we'd be happy to proceed with your replacement request. We'll reach out to you about this process on the open ticket we have. We appreciate your patience and cooperation on this matter, *****. Thank you. 
  Kind Regards, 
  The Nexar Team

  Customer Answer

  Date: 03/16/2023

  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,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:02/13/2023

  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.

  Starting on 2/17/2022 I have have had a back and forth email conversation with Nexar to simply attempt to get an exchange for the Nexar Beam camera that worked for ~3 months and then never worked again. They have not only dragged this on but they have been rude and they refused to accept that I have problem solved every test/reboot possible. They want me to screen record and I cannot do so. I feel strongly that they are being difficult on purpose. I have asked them to please send a return shipping label so they can run test on the camera themselves but theyve refused. The latest is that they have threatened to close the case because I have refused to comply with their request when really I told them I do not have the ability screen record me attempting to fix their camera. I want a refund at this point and they have not provided a refund.

  Business Response

  Date: 02/28/2023

  Hello *******, 
  Our sincere apologies for the inconvenience this has caused. I understand you have raised your concern with us already. However, we did not have enough information from you to provide a fix on the issue you have raised. During the troubleshooting, we have requested for a screen recording because you mentioned you were not able to pair or connect your dashcam with your mobile phone. We have reviewed our system, and we did not see any app activity on your account which means you're not utilizing your app or initiating pairing with the dashcam. All of our other customers who are having issues with the pairing process have app activities. Since you also mentioned that you were not able to provide a screen recording, we were willing to proceed with your return request. Attached here are copies of our conversations as well for BBB's reference. However, all the information you have provided (Name, Email addresses, phone number, and shipping address) did not provide us any result when we tried to pull up your order. We also have not received any response from you after multiple follow **** We'd be happy to resolve this for you, ******* and provide you the refund as requested as soon as we can pull up your order in our system. Kindly provide us your order number, or even a copy of the order confirmation email. Thank you for your patience and cooperation, Chelsea. 

• Initial Complaint

  Date:02/01/2023

  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.

  Purchased Nexar One in April and second unit first **** Supposed to deliver **** Delivered July. Supposed to be quick convenient 4k recording and viewing.First each dashcam can only be used with dedicated device. You can not connect to seperate cams. The connect feature did not work for 6 months. Then when it did only 1 minute clips and cannot view cabin. Again cant connect but ONE cam.You cannot use Wi-Fi while using cam. No wireless CarPlay etc. The videos record 4k. But getting the video off the cam is impossible. You have to be connected while its recording to attempt to get clips. This week alone I used 50GB cellular data attempting to get clips to save for viewing. Most were overwritten before the clip could be transferred. Random overwrites on video even on current recordings.Support just says same thing over and over. Not their fault they begin told what to say. I even asked if they were AI chat bots.They spent 2 months determining that one of my units was defective and I repeatedly said same thing that it would not activate and I could not get past activation to even use it.Also you can only reach support via chat interface. Guess what, if you cant activate you cant load the app and cant contact support.Lucky I had two units right. After 7-8 months I just would like a refund.There are no plans to connect to cabin view nor use rear view camera because they cam cant even get clips of front view.Impossible to use and really poor support to get any fixes.

  Business Response

  Date: 02/01/2023

  Hi *******, 
  Thank you for bringing this concern to our attention. Please know that this is not the kind of experience we wished for you to have. We truly apologize for the inconvenience this has caused you. Upon reviewing our previous correspondence, it seems that we have agreed on a resolution. We have already approved your refund request for both of your orders and we await for the return of the cameras. Once returned, rest assured that we will process your refund immediately. Please note that refunds are processed back to the original payment method that was used during purchase. Please feel free to use the prepaid return label we have sent you via email. If you need additional assistance, we are at your service. 
  Thank you for your patience and cooperation, *************** 
  Kind Regards, 
  The Nexar Team

  Customer Answer

  Date: 02/02/2023

  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,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/30/2023

  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 bought a nexar branded dashcam from ******* back in around November, the camera started giving me problems such as freezing video, or video getting corrupted. So I reached out to their support which last 10 days and they kept asking me to repeat the same thing over and over, which was to replace the sd card. It didnt get anywhere and I stopped getting a response from the company. I dont have any pictures available considering I was booted off the app after following their instructions to redownload the app and therefor lost all proof that I could have gotten. Then I reached out January 26th, Because the dashcam completely stopped working. It would turn on and off right away and kept repeating. And it would not connect at all. I went to their support page and followed all instructions. Then I emailed them. It was a 5 day ongoing claim. Where they did once again ask me to do things to try and fix it but it didnt work. They finally on the last day asked me for information such as order number. I informed them it was bought from a *******. And they told me to take it back to the store, that was after I informed them that I had the camera for several months and wasnt able to return it to the store. On their website and in the box the item came in it said they offer warranty for a year. It has not been a year since I had the item. I would just like a refund or replacement. Considering I spend 109$ at the time to get the camera.

  Business Response

  Date: 01/31/2023

  Hi ********,
  Sorry to learn about the issues you've encountered with your camera. Please know this is not the kind of experience we wished for you to have. I understand you'd like to request a replacement for this. However, since this order was not placed via our website, we do not have the option to process the replacement as we do not have the order details.
  Also, as promised on our previous email, we have submitted your request to our Scosche team to check your warranty options. We were advised by the team that you will be contacted regarding your request.
  ?Please feel free to contact us back if you need additional assistance.
  ?Thank you for your patience and cooperation, *****************
  ?Kind Regards,
  ?The Nexar Team

  Customer Answer

  Date: 02/02/2023

  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,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/17/2022

  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.

  I bought a Nexar Dash Cam that hasn't worked properly for many months now. I have tried contacting the company for technical support and they refuse to call and assist me in any way. They do not offer any type of technical support over the phone, only via email. I have a mental disability that makes it hard for me to understand what they are wanting me to do. At this point they have taken my money and refuse to replace the camera or help me fix it and I don't know what to do. I have never done business with a company that doesn't help their customers especially people with disabilities. This company shouldn't be in business.

  Customer Answer

  Date: 11/17/2022

  It starting acting up sometime in August and I contacted them on October 6thth

  Business Response

  Date: 02/17/2023

  Hi *******,
  
  I do apologize for what happened. It was not the experience we wanted you to have. I can see here that there was a pending return request last July 2022. Please see link for screenshot(****************************). Since the return label expired, we will be generating a new one to move forward with your replacement request. I have asked one of our logistics support to reach out to you for further assistance. We are hoping to resolve your concern as soon as possible.
  
  Kind regards,
  ****

• Initial Complaint

  Date:11/14/2022

  Type:Billing 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.

  Date of last transaction : 11/03/2022 Nexar the dashcam company has my account on auto pay and they charge me $10.88 monthly , my dash cam got mulfunction, and is recording very blurry pictures, after customer service identified the cam as faulty, they refused to exchange it and when i asked to cancel my account , i never got a response, they keep promsing to fix the issue but never resolve it.They got me stuck on automatic payment , unsupporting customer service, i need help relasing my bank account details from them. Please be careful if you ever want to get out or any problem happens. I regret dealing with them. I am seeking BBB help resolving my issue. Thanks

  Business Response

  Date: 11/15/2022

  Hi *****, 
  We sincerely apologize for the inconvenience this has caused. Upon checking, we have confirmed that your ticket with us is already closed and resolved. ****, from our team was able to reach out to you and have refunded your subscription and cancelled it as requested. 
  Attached here is our correspondence backend regarding your concern. 
  Should you need further assistance, please feel free to reach out and we'll be at your service. 
  Thank you for your patience and cooperation. 
  Kind Regards, 
  The Nexar Team

  Customer Answer

  Date: 11/15/2022

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

• Initial Complaint

  Date:11/09/2022

  Type:Product 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 Nexar One Dash camera on June 24, 2022 for ******. The company advertised in multiple advertisements online ******************** etc) that this is a truly wireless 4k dash camera that records videos you can view anywhere at any time. This is false advertising. You can't just connect to the camera via the wireless connection box they include with the unit at any time - there's several other steps that you have to take before you can view things, and you can NEVER just connect to the cam and view videos. Also, the camera hasn't worked 98% of the time that I've had it and the company knowingly released these cameras for sale to the public knowing they were fraught with issues and didn't work as advertised. After almost 6 months of having the product I can't return it for a refund, and it just doesn't work at all. I want my money back and I want Nexar to recall their Nexar One unit from ALL CUSTOMERS AND REFUND THEM!!!! Just look at the comments on their ******** page - there's A LOT of complaints!

  Business Response

  Date: 11/09/2022

  Hi *******, 
  We sincerely apologize for the issues you've encountered with your Nexar One Dashcam. Upon checking, we can't seem to find any open ticket related to this concern. Please know that we're more than willing to have this resolved for you. I understand you want to return your camera for a refund. However, since this is already past our 90-day return window for Nexar One, we'd be happy to replace your camera instead, considering this is still within the 1-year replacement warranty. Kindly reach out to us at *************************************. Our technical and product experts would be glad to help you troubleshoot and identify the issues further. If deemed necessary, we'd be more than happy to offer the return for refund option as well. 
  We'll look forward to your message. 
  Kind Regards, 
  The Nexar Team