Canary Reviews 339

Long time Canary user and subscriber.

I have been a long time user and subscriber of Canary with three cameras. This year, with the new subscription plan my cost has more than tripled. There was no warning of this and when I contact support (minutes after the new subscription cost had been taken from my bank account) they said there was nothing they could do. I asked them to cancel the service and refund the annual subscription but they refused, saying it was against their terms and conditions. They then offered a 50% refund which I accepted only for that to then be changed to 50% off next years subscription. Unfortunately with the unreliability I have experienced over the last 3 or 4 years, this is just not worth the full price I am being charged.

Quite possibly one of the worst customer service experiences I have ever had.

02-01-2023 UPDATE

Following Canary's response below, I reached out only to be ignored for a considerable period of time before finally getting a response. Whilst we have come to a 'compromise' with next years membership, ultimately the experience remains poor and I would be surprised if I am using their services in the coming years.

So many bad issues it’s hard to sum up for a site like this. Main issues- continually changing terms of service and removing features for non paying users. Constant tech problems. I have 3 canaries…cannot delete the broken one (because it’s broken I can’t deactivate so it’s permanently hitched to account). A few weeks ago I noticed one of the remaining two does not show on the app yet I never removed it. This is shocking considering it is impossible to remove the broken camera. Tonight im getting motion notifications, but when I log in to both iPad and iPhone app they both want me to re-register my devices (yet still receiving notifications). I tried changing my address to a fake one since I don’t want this creepy company tracking me, but neighs the iPhone or iPad app will let me change. It’s past midnight but when I wake up in the morning these cameras are going in the dump. DO. NOT. BUY. THIS. PRODUCT. DO NOT USE CANARY.

I've been a Canary customer for many years. I went to renew my subscription but accidently renewed an old location that's inactive (and has been for some time).

When I informed Carnary of my error, they said they could not transfer my subscription payment to my active account. They did offer me a 50% discount for the second payment but weren't willing to be any more helpful.

I replied, stating that as a long-time user of their service, I was a little disappointed with their rigid stance.....I haven't received a response.

I am now reviewing alternative solutions, most of which have much better TP Ratings.

If Canary are willing to let go of loyal customers so easily their business must be booming, and I congratulate them for that.

Thank you for your response Canary and in fact I would confirm that there was a mix up which has been clarified as I have two e.mail accounts - the original account is no longer about as from eighteen months ago when I left work. The new account was added to my profile but I did not realise that you would still be writing to the original account as it was the account for the purchase. It has taken some time to understand as the answers back on line are fairly robotic and all I kept getting was that I had upgraded ! This has now been sorted but I do not like the fact that money can be taken from the bank every year unless cancelled.

Peter has been helpful and I have removed the complaint below

CANARY IS THE WORST!!!! estimated wait time says 3 minutes. I was on hold for over 30 minutes when I gave up. Terrible customer service and even worse business practices. How a company like this hasn't been brought to litigation is beyond me.

The cameras are fine. You have to have a paid subscription in order to review your recordings which I was OK with however if you run into any issue with your paid service, you might as well just throw your camera away because Customer Service is absolutely impossible to contact and once you get someone they are useless. They obviously don’t care because you’ve now purchased their camera and are stuck with it even after you cancel your paid subscription. The worst customer service I have experienced in 45 years!!

not happy, simply wanted to cancel my yearly premium service before auto renewal online but the website although features a cancel service simply tries to offer me a discounted option and forces me to call their helpdesk to cancel, to which I was unable to get through. this is todays digital world is appalling. Canary why do you not allow or trust people to cancel their own service or remove thier own payment details?.

Canary was good at first3 -4 yrs ago.til I got a credit cad statement charging 60% more without any notice.asked to cancel but customer service (sucks)said all they cand do is give a credit 1 yr later.i signed up for 99$ plan not the 160 they put on my cars.and said sorry we can't cancel till 1 year is up because of policy..responded with guess what I also have a policy that states I do not except companies like canary to take money from me thT is not agreed upon.aka ripping off people.the price was the same long time 99$ And just cause they raise to 159$ I have to except. No sorry that against my policy.called credit card and they removed.outragous for a com that say can't cancel. Not a binding contract when raise price 60 % without notice.willing to pay for 3 week I had but no its against there policy..that when I said it against my policy to be ripped off.i can send u a copy unlike they didnt.everybody fight back write down ur own policy. Just as legal as there's

I bought the camera 2 years ago and now is useless because this company change the features and now they request a monthly payment for the basic options that was included when I bought it

READ MINE & OTHETS reviews BEFORE purchasing.

So my membership got renewed and Canary said they 'did' sent me reminder. Regardless, I contacted on the day of renewal and I was offered half price which I accepted but it was for following year, then I asked what about this year so they said 'Will apply the same'.
I contacted them again and they said, no our 'esclation' team.did not agree.

Then I demanded to CANCEL on 14 days POLICY, to which I was told that it only applies to new memberships.

I have no choice but very unlikely to renew with Canary instead look for alternatives.

With all these reviews, not sure how long can Canary survive.

Update:
Ich wurde NICHT informiert ... und ganz sicher möchte ich von diesem betrügerischen Unternehmen auch keine neue Kamera kaufen. Meine bisherigen funktionieren ja noch ... nur die App wurde unverschämterweise deaktiviert.
Ich hoffe mal, dass diese Firma mit der Aktion ganz schnell am Ende ist ... solche Praktiken sind einfach das Letzte!!!

Smartfrog hat zum 16.9.2022 die App deaktiviert, die zwingend zum Nutzen der Kameras benötigt wird.
Die alten (völlig funktionsfähigen) Kameras soll man entsorgen.
Das ist 1. absolut unnötiger Elektroschrott!!! und 2. Betrug an denen, die die Kamera nicht im Abosystem nutzen, sondern selbst gekauft haben. Diese Kunden haben nun ersatzlos die Nutzungsmöglichkeit der Kamera verloren ... außerdem alle gespeicherten Videos, da sie eben nicht über den Wechsel informiert wurden.

Ich kann nur jeden warnen, sich auf Smartfrog (neuerdings Canary) einzulassen ... hier wird man schlichtweg über der Tisch gezogen!!!

Canary wurde von Smartfrog übernommen, viel Glück damit! Habt Spaß!!!
Meine Erfahrung mit Smartfrog: zuerst überteuerte Kameras verkaufen, null Service, Kundendienst nicht erreichbar, vermutlich zu wenige Benutzer, die ein überteuertes Abonnement abschlossen, dann stellt man halt den Service ein. App abgeschaltet, Kameras nicht erreichbar. Als Kunde habe ich hunderte Euro für Elektroschrott bezahlt. Als Gipfel der Frechheit wird mir eine Canary zum "Sonderpreis" angeboten. Was wird wohl passieren, wenn mal genug Canarys verkauft wurden? Alles in allem wohl ein lukratives Geschäftsmodel, leider nicht für die Kunden. Also viel Glück damit! Habt Spaß!!!

Have used Canary for a few years. The hardware is very average. Premium service OK. Have been auto renewed again this year despite receiving no renewal notice (email or otherwise). Canary swear blind they've made contact - we're checked all or systems (fully backed up) but no record of any contact. I asked for cancellation and a refund. Canary have declined to do this, will only communicate through PayPal and in response to all communications simply refer to Terms & Conditions. There are other options out there folks - look elsewhere first.

UPDATE FOLLOWING REPLY FROM CANARY BELOW
Here you go folks...more quotes from the small print. This is all you get from Canary Customer Service. As another reviewer put it - Canary is all about the profit, not the Customer. Even Microsoft changed their policy on auto-renewals after regulatory intervention as this approach was deemed unfair on consumers and 'sharp practice'. Dinosaurs like this don't deserve to survive in today's consumer-led market. The TrustPilot score of 1 is well deserved - there are better providers out there.

Avoid Canary. A fine example of a company that prioritises profit over service. It has meant they will not get my continued service. There are plenty of better services so keep looking around.

A once-great product, which I consistently recommended to friends, now rendered totally useless by what they refer to as an ‘update’.

Usually updates fix problems or increase functionality.

This one simply removes features, paywalling them.

There are many, many other brands that now work out as cheaper than Canary. Will be fascinated to see how long the CEO stays in their position

Edit: worth pointing out that the reply mentions ‘due to our competitor’s offerings.’

To be clear: if you buy a canary now, and don’t pay for the premium, you don’t get any visual alert - not even a thumbnail - of what has triggered the camera. So you’re absolutely blind as to whether it’s a burglar or a ray of sunlight.

That’s fine if that was the offering in the first place, but Canary made its name with a punchy unit price that was worth it for lack of subscription.

Now, they’re simply not worth it when compared to eg amazon’s offerings.

I purchased a Canary Pro several years ago as, despite costing significantly more than other similar devices, it provided the services I require without the need for monthly fees (as outlined on the packaging). Unfortunately, despite being assured that ‘With Canary, the app and primary service are free, and accessible via as many phones as you’d like.’ (Indie Go Go campaign) the device which I own has been remotely broken by you and is now effectively useless for the purpose for which it was purchased.

Please could Canary explain how what has been done is legal with regards to The Consumer Rights Act 2015, applicable to England and Wales? This legislation outlines that services should match up to what has been agreed and that unfair terms in a contract are not legally binding.

I have contacted support at canary.is but received no reply. I expect my next point of call will be Trading Standards when I am ignored again.

Have three cameras in different locations

Have pointed out to their reps that a security camera sending a notification is a basic not a premium service element

Have used them since 2015 and now phasing them out

Tried to upgrade to premium plan since they took away all features on basic. Chatted with a rep. was given a discount code. However, the payment page would not allow completion using PayPal. Tried several times. Then after reading the recent reviews I'm glad it did'nt take my money. I'll stick to basic and/or change devices. I will not give my cc # to any offshore company. Only PayPal.

Like many others here, I was offered a promotional credit card to upgrade to the paid service via email for my canary accounts.

Its been some time since I've upgraded and have yet to obtain the credit card or a response communication from canary. This was the entire reason why I opted to upgrade. I've actively tried 7+ times to get in touch with their team via email and chat to resolve this issue, each without a response.

I'll be issuing a chargeback with my credit card and filing complaint(s) with the FTC and relevant state consumer protection agencies if this issue isn't resolved.

I've really tried to be patient, understanding, and offer as much information as possible to their team to resolve. Overall a dissapointing experience coming from an otherwise loyal customer.

And again, two weeks later: no contact with Canary. On my two previous messages, canary constantly replied: 'we will contact you'. But unfortunately it remains with nice promises without substance. Canary doesn't seem to have any feeling for its customers and customer-service seems to be a word they do not know. I'm very curious if Canary will care about all these terribly bad reviews and dissatisfied customers.