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:11/17/2023

  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 Akaso Brave 7LE camera I was sold by **** *** stopped working after a few months of use. Akaso advertises a one year manufacturers warranty and has refused to stand by their word. Apparently since I did not purchase through their store online or through ****** they are unwilling to honor the warranty on their product. Repeated attempts to contact the merchant have resulted in them telling me they refuse to support their product and to contact **** *** about replacement or repair. This after having **** *** tell me to contact Akaso. These people are crooked, and maintain a faux support system that one can tell is run exclusively by bots.

  Business Response

  Date: 12/06/2023

  Dear customer,

  We are sorry for this inconvenience,

  we told you need to contact the seller on **** *** for the refund,we can only replace your camera if you can return it back to us,does it work for you?

  Looking forward to your reply.

  Best regards,

  Tara

• Initial Complaint

  Date:06/23/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 recieved an Akaso Brave 8 camera as Christmas gift on December 25, 2022. The camera would not power on an never worked. I contacted Akaso's customer service on February 27th through email. I was asked to provide an order id number. I explained that the camera was a Christmas gift and that I did not recieve an order Id with it and that I was no longer in contact with the person who gave it to me. I was told an update was not available for my camera and that the the camera was "out of stock". I was offered a choice of one of Akaso's budget camera that retail for $129.99 and under as a replacement for my $279.00 camera if I agreed to pay a $40 fee. I was asked to reach out to the person who gave me the camera for the order id number. I explained that I could not provide tgeorder Id number and that I was not paying a $40 fee to exchange their defective device for one that works as advertised. On March 6, 2023 Akaso agreed to send me another model at no cost to me. I was asked to provide pictures of the camera, serial number, adress and sent the information as requested. I was sent a link to fill out an return authorization form. When I informed Akaso the link did not work and asked if they were going to provide an replacement equal in value to to the camera I was returning, I was asked to contact the person that gave me the camera for the order id number. I have had to explain this several times and each time it is dismissed. When I pushed for a solution they stopped responding to my emails. Out of frustration I had agreed to accept the $169.99 Brave 7 as a replacement for the Brave 8 and would take the loss. I was told without and order id number I would need to pay the $40 dollar fee. When I send copies of our previous conversations where they agreed to send me another camera at no cost to me they did not respond.

  Business Response

  Date: 07/07/2023

  Dear Customer.
  We take your problem very seriously and actively provide solutions.
  For AKASO's warranty policy, we are unable to warranty your product if you do not provide the relevant proof of purchase.
  Furthermore, you received the product as a gift last Christmas and it has exceeded the warranty period for free replacement. If you need, you can send back the product and pay a repair fee, and we can repair it.
  We hope to have your understanding.
  AKASO ***********************

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20226406
  
  I am rejecting this response because:

  Nothing about my problem with your defective device appears to have been taken serious by anyone of importance.
  
  Nothing within the deflective, dismissive  and deceptive communication I have received from your company indicates a solution is being provided.
  
  The effort that has been put into NOT resolving this matter is beyond comprehension and is clearly evident the attached copies of my email conversations with your customer service department.
  

  Your customer service department agreed to send a replacement camera at no cost to me in an email I received from ******** on March 6, 2023.
  
  I received the defective camera on December 25, 2022 and reported the problem within the 90 day eligibility period for a free replacement, on February *******. No warranty period has been exceeded on my part.
  
  The relevant proof of purchase from ****** is the authentication verification sticker that is on the box. This sticker is exclusive to products sold on ****** to guarantee the authenticity of the brand. Your defective device was verified as authentic.
  
  I agreed to accept the $169.99 Brave 7 as a replacement for the $279.99 defective Brave 8 because you are not able to provide a replacement that works as advertised, because I was told an update to repair this camera was not available and because your customer service department stopped responding when I pushed for a replacement of equal value. I will not pay for you to fix a new defective camera that I have never been able to use. This is ridiculous.
  
  If you actively provide solutions as you claim then follow through with your agreement  to send a replacement camera at no cost to me and provide a valid link to the *** form that you require to process my return. It should not be that difficult to act as the company you try to portray by delivering what you promise. 

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

  Business Response

  Date: 07/18/2023

  Hello,
  Thanks for your reply.I am sorry for any inconvenience.
  If you reported the question on February 27, 2023, to replace the camera, you also need to return the camera back to ***
  So please contact our service team to get the *** form to return the camera, we regard you as our valued customer and will send you a new replacement once we get the return.
  I hope this can help you.
  Best regards,
  AKASO CS team

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20226406
  
  I am rejecting this response because:
  

  Thank you for your reply. Before I can accept your response I will need the specific details of our agreement and prefer all communication be done through the BBB until this matter is resolved. 
  
  I am returning the defective Brave 8 camera
  S/N: NL220317V50333 
  
  I would prefer no further contact with your customer service department  and request that the *** form is provided as an attachment through the BBB response system.  My information is included Below.
  
  Please specify if the EXACT model camera you are sending as a  replacement will be a Brave 8 or a Brave 7.
  
  According to Amazon the Brave 8 is in stock and is available through the Akaso Store. Please see attachment. 
  
  Please confirm that the replacement will be sent AT NO COST TO ME. 
  
  Please specify the time frame in which the replacement will be sent once you have recieved my return.
  
  Please provide a name and contact information for the person providing the resolution in this matter. 
  
  Thank you for your cooperation.
  Sincerely,
  
  ******** ********

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

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

  Customer Answer

  Date: 07/27/2023

  What happens if they simply stop responding? That's what usually happens anytime I try to get detailed information from this company. 

   

  Thank you

  Business Response

  Date: 08/04/2023

  We have contacted the customer and send him a new free camera,so please help us to colse this complain.

  Business Response

  Date: 08/07/2023

  The customer does not reply to our email to take further step.please help us to close this complain.

  Customer Answer

  Date: 08/26/2023

  Thank you for your time in assisting me with my complaint.  Akaso only reached out to me after learning that my complaint would be closed as unresolved and the details would be made searchable and available to the public through the BBB website. Although, the Brave 8 is no longer "out of stock" and is being sold on ****** through the Akaso Store, the solution offered to me was to to replace my $279.99 defective Brave 8 with the $168.99 Brave 7. Additionally, The statements made by Akaso to the BBB claiming that they have spoken to me, that I have been refunded, that this matter has been resolved and that a new camera has been sent to me are absolutely untrue. Weather or not Akaso's actions are due to ignorance, disorganization, willfull deception or something else, it has become apparent to me that Akaso has no genuine interest in actually providing a fair resolution in this matter and that an amicable solution, even with the help of the BBB's dispute resolution team is just not possible. Should decide to pursue this matter it will be through the legal system. For now, the defective camera will remain in its original packaging sitting on my desk for all to see. Please close my complaint as unresolved.
  
  ********
  
   
   

• Initial Complaint

  Date:02/27/2023

  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.

  I purchased a Brave 7 camera directly from Akaso Tech on Feb 20, 2023. Order ************ The order still shows as pending, with no tracking number. I have written several emails to them, first inquiring about the status and when the item would ship, and most recently, I told them to keep the camera and simply refund my money. Again, no response from them.

  Business Response

  Date: 03/02/2023

  Dear customer, 

  We have submitted the shipment on Feb 22 with Yun Express:

  *************************6034343

  It shows the parcel has been reached ************ ****************** at present.

  So, you can get the parcel soon.

  If you want to return it back, please use the RMA form and pre-paid shipping label we send in the email,

  Once we get your return, we will definitely refund fully for you.

  Best regards

  AK tech

• Initial Complaint

  Date:10/25/2022

  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.

  I purchased a camera from this company, a V50 Elite. When it arrived, it was barely functional; the device would freeze up randomly, and frequently, forcing a hard reset by removing and re-inserting the battery. I often ended up having to do this multiple times a minute. Upon contacting Akaso, they directed me to download and install firmware from their website, with provided instructions. I followed the instructions precisely. The resulting update destroyed the camera. It will now no longer turn on at all. The only indication it's even receiving power is a solid red light, when plugged in. It otherwise does nothing. Owing to the difficulty in contacting this company, and what certainly seems like sabotage from my perspective, it feels safe to say they did not provide even a shred of what I paid for, in this device. I am tired of trying to deal with their faulty customer service, and have no interest in negotiating further with this company, since they destroyed the device I bought from them. I want a full refund for the amount paid for this order - $169.98 - and no further contact with this company. Good faith negotiation, I feel, only works if they do not send me to a software update that destroys the device I paid for. The order number provided to me was: XXXXXXXXXX The company can provide a full refund of their own accord, or I will charge back the full amount with my bank. This is not up for debate.

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/10/27) */ After receiving the customer's feedback, we first sent him a firmware upgrade to solve the problem, but it may be that the lift process failed to turn on the machine (and the customer did not send us a video to prove that the machine could not be turned on) In consideration of the customer's feelings, we suggested that the customer return the product for a full refund, but we have not yet received a response from the customer. Business Response /* (1000, 7, 2022/10/27) */ Dear customer, we would like to check the staus of your order. But we can't find your order, could you please tell us your order number? Please don't worry, we will solve it well for you. I will keep an eye on your reply. Have a great day and stay safe ! Sincerely, Consumer Response /* (3000, 9, 2022/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated in the email - how precisely were you expecting me to record video, without a functioning camera? I also -did- respond to their "RMA request" (in the affirmative), and they did not follow up with confirmation on sending the label, or any indication that they intended to honor their own warranty. They simply stopped responding. They began our interaction by insisting my order number "didn't exist", when it verifiably did exist in their own systems. Every single interaction with this company has been one deflection after another, and it is very clear they are unscrupulous and beyond dishonorable to deal with. The process of disputing this charge with the bank, was started a week ago. They didn't even mention RMA until two days after that dispute was filed. My initial attempts to receive assistance began five days before that, and each response from this company was one deflection after another, leading up to them sending a "firmware update" link that destroyed the camera when applied via the supplied instructions. I'm not sure if they just think I'm stupid, or this is standard practice for them. Suppose I'd have to be pretty stupid to keep beating my head into this wall. I was clear from the beginning what I expected here (a refund for faulty/destroyed product), and they didn't even acknowledge that request until BBB got involved. They did eventually claim in one response that they had "processed the refund", but my bank hasn't seen anything from their end in days. So that's provably untrue too. Mostly I'm just stunned that a business operates this way. Not because it's hard to understand or even an uncommon occurrence, but because it doesn't seem like a way to stay solvent for any amount of time. They've been in operation for about nine years now, though. So, clearly it's working for them. I'm equally surprised to see John Evans attaching his name and reputation to this company. That's an impressive amount of goodwill to destroy over a basic refund. In any event, it would appear this dispute is "closed" insofar as they keep finding new and interesting ways to refuse honoring my request for days. I cannot force them to adhere to their own policies, but I can recover my money. That much I will be doing. Consumer Response /* (3000, 11, 2022/11/01) */ Update: in the interest of fairness to this company's efforts, they have in fact processed the refund as requested. I will be taking steps to return the defective hardware, per their instructions. It seems a lot of confusion came from the inconsistency of communication, but that's not as large a concern, and understandable. Business Response /* (4000, 13, 2022/11/09) */ We have given the customer a full refund on October 28th, we hope the customer can return the product to us according to our return instructions and the shipping label provided, if the customer has any questions please feel free to contact us, thank you!

• Initial Complaint

  Date:07/26/2022

  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 ordered a V50 Pro five days ago for my travel starting on Aug 01, 2022. I was told that I should receive my delivery within 2 to 6 days. Since I did not get an update and/or tracing information I tried reaching the customer service. The telephone numbers are dummies with no human or bot to answer and the email responses say that the reason for the delay MAY BE BECAUSE the item is out of stock. I am bombarding the **@akosatech.com without avail. Also, there is no way to cancel the order and I can pick up a cam off the shelf. I hope that this will evoke a response from them.

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/07/31) */ Dear customer, we would like to check the staus of your order. But we can't find your order, could you please tell us your order number? Please don't worry, we will solve it well for you. I will keep an eye on your reply. Have a great day and stay safe ! Sincerely,