Complaints

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

close

Find a Location

Kangaroo has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Kangaroo

  PO Box 600 New York, NY 10163

• 

  Kangaroo

  6 W 18th St Fl 8 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:01/30/2025

  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.

  Like many others here I canceled this service over two years ago and am still being charged. There is no mechanism to log in on their website so I cannot even verify or otherwise remove my billing information. I would like a full refund for the current charge (I know it is unlikely I get one for the previous year). They seem to make it extremely difficult to cancel, it seems their main business model is to bill people that don't want (or use) their service.I'm off to the *** next to file a complaint.

  Business Response

  Date: 01/31/2025

  Thank you for reaching out. We understand your frustration and appreciate the opportunity to address your concerns.

  
  After reviewing your account, we found that your cancellation request was processed on January 28th, 2025, when you contacted our support team. However, we did not find any previous requests related to a cancellation two years ago. Since there was no mention of a refund request in your email, a refund was not initially issued at that time.

  
  That said, weve gone ahead and refunded the charge from January 28th, 2025, and have ensured that your account will not be billed moving forward. If you have any further concerns, feel free to reach outwere happy to assist.
  Best,

• Initial Complaint

  Date:10/21/2024

  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.

  Similar to other complaints shown here my experience has been that this company is running a billing scam. We used a kangaroo doorbell camera for only a short period of time, but the annual billing continued and was very confusing to cancel. I just received notification from my credit card company that a kangaroo charge of $100+ is scheduled to go through in a couple days. Fortunately, I have proof in the form of an email confirmation from Kangaroo that my account was canceled over a year ago.

  Business Response

  Date: 10/22/2024

  Hi BBB Team,
  
  Thank you for bringing this to our attention. We truly appreciate the opportunity to address ******* ********** concerns.
  
  Weve looked into the situation, and it appears that we did receive the customers request for cancellation, and it was processed on our end. We also went ahead and issued a full refund for last year's renewal as a courtesy to make things right.
  
  It seems there was an issue where the plan wasnt fully canceled in the system, and for that, we sincerely apologize. Weve now fully canceled the account to ensure there will be no further charges. We've also reached out directly to the customer via email, including a screenshot of the plan cancellation and the refund confirmation for peace of mind.
  
  We completely understand the frustration this may have caused, and we want to reassure both the customer and the ******************** that weve taken steps to prevent this from happening again.
  
  Thanks again for the chance to resolve this, and please let us know if there's anything else we can assist with.
  
  Regards,
  ******
  Customer Support Team
  **********************

  Customer Answer

  Date: 10/23/2024

  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:04/15/2024

  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.

  I received a kangaroo doorbell camera for Christmas over 4 years ago. It broke after a week so I canceled the service plan I had purchased through kangaroo. 4 years later and I've been charged multiple times for plans that I've never even had. I was charged $99.99 twice last year (I've never had this plan, and they charged me this over 2 years after canceling the plan that I did have). I just received a notification from my bank that my account was overdrawn. I check my account and there are more charges from kangaroo, this time for $23.88. I disputed the first with my bank and received a provisional credit only to have kangaroo charge me a second time! I do not have a kangaroo device or a ********************** account (for at least 3 years), yet they are still charging me for services that I canceled years ago.

  Business Response

  Date: 04/16/2024

  Dear ******, we are deeply sorry to hear about the issues you've encountered with your Kangaroo doorbell camera and the subsequent charges for services you did not use. Your experience does not align with the level of service we strive to provide, and we sincerely apologize for any inconvenience this has caused you.
  
  After investigating your complaint, we found no records of previous cancellation requests or call histories regarding your account except for your most recent one yesterday. However, we are committed to resolving this issue promptly and have initiated a thorough investigation into the matter.
  
  We understand the urgency of your situation, especially with the unexpected charges impacting your bank account. Our team will reach out to you via phone call today to gather more details and locate your account accurately. We're confident that with your cooperation, we can swiftly resolve this matter and ensure that you are not charged for any services you did not authorize.
  
  Once again, we apologize for the frustration and inconvenience this situation has caused you. Your satisfaction is our priority, and we're dedicated to resolving this matter to your complete satisfaction.
  
  Thank you for bringing this to our attention, and we appreciate your patience as we work to rectify the situation.

• Initial Complaint

  Date:02/21/2024

  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.

  I was charged a two year old subscription renewal. I disputed the charge on my **************** credit card. I was contacted by Kangaroo and asked to remove the disputed and I would be issued a refund. I removed the dispute, the original charge was reinstated, and Kangaroo charged my **************** an additional amount. I again contacted kangaroo and was told this is normal. I would be issued a refund once they received the funds from my bank. This mess started 12/4/23 and I still do not have a refund. The equipment was garbage, I had not used it in well over a year, which is why I did not realize the subscription was going to renew.

  Business Response

  Date: 02/21/2024

  Dear *****, Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you've experienced regarding the subscription renewal charge and the subsequent refund process.
  
  Upon reviewing your case, we found that there was a miscommunication regarding the handling of the dispute with your credit card company. We had requested you to close the dispute in exchange for a full refund. However, it appears that the bank closed the dispute in our favor, which might have caused confusion.
  
  We understand your frustration and assure you that we are actively working on resolving this issue. Our disputes team is currently handling your case, and we have provided all necessary evidence to support our position. Please note that the timeline for resolving disputes with banks can vary, but we are committed to ensuring that you receive your refund as soon as possible.
  
  We apologize for any inconvenience or confusion caused during this process. Your satisfaction is our top priority, and we appreciate your patience and understanding as we work to resolve this matter swiftly.
  
  If you have any further questions or concerns, please don't hesitate to respond via the email that I sent you or any communications via the dispute process. We value your feedback and are here to assist you in any way we can.
  
  Thank you for your understanding.

  Customer Answer

  Date: 02/26/2024

  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 have had multiple promises for refunds.  I still have no refund.  I DO NOT want this complaint to be closed until I receive my refund. Just to reiterate - The original request for a refund was met with a promise to refund.  Not only did I not get the refund, an additional charge was made to my credit card.  I have been dealing with this matter since December of 2023.  

   

   

   

   

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

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

  Business Response

  Date: 02/29/2024

  Dear *****, I'm pleased to inform you that I've personally addressed your concern by promptly processing an additional refund for $104.94. This refund corresponds to a charge on your account dated 12/11/2023.
  
  We sincerely apologize for any inconvenience you experienced, and we appreciate your patience and understanding as we worked to resolve this matter swiftly.
  
  Should you have any further questions or require assistance, please don't hesitate to reach out. Your satisfaction is our priority, and we're committed to ensuring a positive experience for all our customers.

  Customer Answer

  Date: 03/04/2024

  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.
  
  *************************************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/15/2023

  Type:Order 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.

  ***** paid to kangaroo security on august 20 2023. My complaint hasnt yet been solved this is the second time they tried to rip me off the cam protect yearly subscription for my security cameras. I am extremely irritated I had a vehicle hit my parked car other day and their service ***** I want something done about it or at least provide some customer service

  Business Response

  Date: 02/09/2024

  Dear ********, we apologize for the inconvenience you experienced with your Kangaroo Security subscription and the delay in resolving your complaint.
  
  Upon investigation, we found that your subscription was not appearing in your account due to an issue with the account deletion. Stephen promptly reactivated your plan, and *** reached out to ensure everything was resolved.
  
  We regret any inconvenience caused and appreciate your patience. If you have any further questions, please feel free to connect with me via the email that I sent you.
  
  Thank you for your understanding.

• Initial Complaint

  Date:07/31/2023

  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.

  Both Kangaroo cameras are not working properly. They are online, wifi is connected, I can hear when I receive sound and motion detection. When I try to view the cameras I get a message, "Something went wrong. We were not able to get your data." Last activity was on July 28, 2023, at 6:30am and 5:34am. When I left for work both cameras were working.I called yesterday and the first male employee did not help. He was very dismissive, did not even try to help. Today July 29, 2023, I spoke with a *******. ****, condescending racist employee. I explained to him the error message I was receiving. I had to ask him to let me speak because he wasn't letting me explain. He seemed to believe because his ended there was no error. I must be lying. He asked me for a screen shot of what I was viewing. I told him I didn't know how since I have never needed to use the screen shot before on my phone. He explained how with that information he took it upon himself to speak to me like I was idiot. Asking me if I knew how to use my email. His behavior and tone were rude and bigot. I do not have to tolerate being treated or being spoken to when your company is in the wrong. If you cannot fix the problem, then you need to remove me from the subscription. I do not intend to pay especially after the disrespect from someone is stereotyping and profiling. The problem with the cameras should not be happening when my Wi-Fi is working properly. I am on the internet on my computer sending this message. There is NO problem with my Wi-Fi connect or internet or I would not be able to have used my computer yesterday, today and also stream channels on my ROKU. SO, I do not appreciate the ignorance of the staff. The behavior is extremely upsetting the staff has no manners, no professionalism nor work ethic. I have a FREE subscription for A YEAR. I should not be forced to pay for one because you refuse to repair what is happening to the data on the camera.

  Business Response

  Date: 02/09/2024

  Dear ******, thank you for sharing your feedback regarding your recent experience with Kangaroo Security. We apologize for the inconvenience you've faced with your cameras and our support service.
  
  Upon investigating your complaint, it appears there was a miscommunication regarding the functionality of your cameras. Our records show that ********* from our team attempted to assist you in troubleshooting the issue. While we strive to provide the best support possible, we understand there may have been confusion during the conversation.
  
  We are committed to resolving the issues with your cameras promptly. If you need further assistance or have additional concerns, please feel free to reply to the email I sent you We value your satisfaction and are here to help.
  
  Thank you for your understanding and patience as we work to improve our services.

• Initial Complaint

  Date:05/01/2023

  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.

  These people are scammers. First of all I paid about $100 to $200 for their whole security system that included the doorbell camera 2 sirens and the siren alarm. They all stopped working after about 6 months so I have not been using their service. Today 04/28/2023 I go to my bank account and I see a charge of $100 for Kangaroo security I was left speechless. They dare charge me for a service I am not eveb using and haven't even used in MONTHS. On top of that I don't remember EVER going on a subscription with them and when attempting to cancel my renewal there is no way to do it on their app or website. Either that or they make it extremely difficult. These people are just trying to rob the money of unsuspecting customers who do not follow their expenses throughly. Please DO NOT purchase from these people they will steal your money.

  Business Response

  Date: 02/09/2024

  Dear *******. we appreciate you taking the time to share your feedback regarding your experience with Kangaroo Security. I understand your frustration and concerns about the charges and the functionality of your security system, and I apologize for any inconvenience you've encountered.
  
  Upon investigating your complaint, it appears that there was a misunderstanding regarding the subscription associated with your purchase. Our records indicate that you purchased an **** with a free Complete Pro package, which included a doorbell camera, two sirens, and a siren alarm. However, it seems there was confusion about the subscription plan, leading to the automatic renewal charge.
  
  I want to assure you that we take customer satisfaction seriously, and your concerns have been addressed promptly. The subscription associated with your purchase has been canceled, and a refund for the last charge has been processed. Additionally, I'm pleased to inform you that the cancellation process has been streamlined for easier access on our app and website.
  
  We strive to provide transparent and user-friendly services, and I apologize if this was not reflected in your experience. Your feedback is invaluable, and we will use it to improve our processes moving forward.
  
  If you have any further questions or require assistance, please don't hesitate to reach out to us directly. We're here to help and ensure your satisfaction with our products and services.

• Initial Complaint

  Date:05/01/2023

  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.

  In April 2023 I had to renew my subscription for my camera. Apparently at some point that had changed where I had to pay for a higher plan to view everything on my activity list. So I paid for the next plan and it still won't work. I tried to contacted them thru the chat now as well as email and I get zero answers. I simply wanna cancel services and get refunded as the info they gave me was incorrect!! They will not return a call, email, and when u try to chat it 100% of the time after I inform them to cancel and refund it disconnects

  Customer Answer

  Date: 05/25/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Kangaroo regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

  Business Response

  Date: 02/09/2024

  Dear ******, thank you for bringing your subscription renewal concerns to our attention. Your feedback is invaluable to us, and we apologize for any inconvenience you experienced during this process.
  
  Upon reviewing your complaint, it's clear that there were challenges with your subscription renewal and accessing your activity list. Our representative, Reina, diligently assisted you by providing instructions on linking your device to the plan. However, it appears there were still difficulties in accessing your activities despite our efforts.
  
  We understand your frustration and desire to cancel your services and receive a refund. As a gesture of goodwill, we have processed a refund for the last payment made in April 2023. This refund was issued today to address the inconvenience you've faced.
  
  We are committed to improving our communication channels and support processes to ensure that our customers receive prompt and efficient assistance. If you have any further concerns or require additional assistance, please feel free to reach out to us directly. Your satisfaction is our top priority, and we're here to help.
  
  Thank you for your understanding and patience as we work to address this issue.

• Initial Complaint

  Date:04/25/2023

  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.

  My Kangaroo doorbell rusted and is no longer functioning. I have replaced it with another brand video doorbell. I have tried tocall to cancel my policy to no avail. Kangaroo charged my credit card for service even though I have not had a functioning Kangaroo doorbell for over a year. I understand they will charge me yearly whether I have a Kangaroo doorbell or not. Please have Kangaroo cancel my picy and refund me for the year bill in which I did not have service.

  Business Response

  Date: 02/09/2024

  Dear ***, we appreciate you reaching out to us regarding the issues you faced with your Kangaroo doorbell service.
  
  After investigating your complaint, we understand your frustration with the rusting of your Kangaroo doorbell and your difficulty in canceling the service. We apologize for any inconvenience caused.
  
  Our records show that a cancellation ticket was submitted on December 28, 2023, as per your request. However, it seems there was an oversight in processing the cancellation, resulting in charges continuing this year.
  
  To rectify this, we have promptly canceled your subscription and issued a full refund for all charges incurred, including the current year's bill.
  
  We apologize for any inconvenience this may have caused and appreciate your patience. Should you have any further questions or concerns, please feel free to reach out directly.
  
  Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:04/11/2023

  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.

  I came in the store between 9:10 -9:25 Pm.. Came and got a Hot Chocolate and I also got a candy Bar.. Customer came in said someone Dropped a $***** I reach inside my Pocket and realize I was Missing Money.. I walked back out to my truck which I was parked at the gas pump right Im front of store ** white jeep Wrangler and notice all my money had Had came out my Pocket in the side of the door.. I told store Manager ****** @store #******* that 20 was Mine.. And I asked if she could go watch camera to verify thats I dropped it.. She said she cant right now she will do it in the Morning.. with an attitude.. I asked her what time will be best for me to come in the morning.. And she respond with a nasty attitude and smart look on her face.. I working a triple you can come back at 5am.. I said okay I will be here at 5am.. so I asked when I come in at 5 will you be able to look at camera? The she responded with a nasty attitude I will be done watch the camera by then.. Sorry but Im a store manager and customer come first.. It wouldve only took 2 second to go rewind a camera to see that I dropped the *****.. You having a customer here telling you she dropped the 20.. and you cant take 2second out of your time to help a customer.. If she wouldve have said she yes give me a minute let me get the customer and I will be right with you and would waited as long as I needed.. She was just rude and saying I cant do nothing right now.. Dont know if she was trying to keep it for her self..

  Business Response

  Date: 02/09/2024

  Dear *******, Thank you for taking the time to share your recent experience, although it seems there *** have been a misunderstanding. We wanted to clarify that our company specializes in providing home security products and services, not operating gas stations.
  
  It appears your review *** have been intended for another company. However, we appreciate you reaching out to us nonetheless. If you have any questions or concerns related to home security, please don't hesitate to contact us directly. We're here to assist you in any way we can.
  
  Thank you for your understanding and cooperation.