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:03/11/2025

  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.

  $1,500 thermal drone arrived camera & motor issues. Day I unboxed it I opened a thread explaining issues,w/pics, video for Skylyne to know there's real issues,but we can't really know until I start testing a thermal in diff temps&climates.they knew every time I posted proof and sorrow.during the holidays,a polar vortex and windy winter in the NE, barely could fly it.I showed proof of a 2-year warranty seemed to show came with it on website and need help now cuz drone won't even turn on or do anything now.I got all wrong AI replies then a csr srv rep say "it's past your 30 days".I was never looking for a refund,I was looking for assistance as they claim they repair thermal drones? no matter,they should've instantly did what they could to help me or at least refund me some portion? There's pages and pages on **** message thread of proof from the day I opened it December 2nd, to when I asked for help last week for real. They say"no problem, please test it and let us know".. But that was after being ignored for weeks & days till I reached out again and said I please need help, I work for Public Safety and I can't fly or do SaR with a paperweight that they don't stand by or offer to assist..all their ad's say they 'repair and fix Anafi Thermal drones'.Yet I get the runaround and then ignored,then a blind reply "we consider this case closed" from a 'John W'(customer relations)..who came after a 'Westley' who just used AI to try to get me to be quite, calling me by some other persons name every time they replied with the same AI jargon. Useless&frustrating. You'll see in my saved Bay messages,I bought a $60 case made specifically for this Thermal,which is smaller than the original drones,(I have 5&know everything about Anafi's since 2018)they sent me a case for the original model,we all know it does not fit!I told them immediately,they asked for a picture of proof, I sent pic, they continued the bait and switch and never refunded me or gave me restitution on that either..

  Business Response

  Date: 03/15/2025

  This is a bogus complaint. In November 2024.This person bought a used drone with a 30-day return policy. 

  Then this person wanted to return it in March 2025. We stand firm with the return policy.

  This person also continued to ask us to make an exception knowing full well what they purchased and the terms associated with the purchase.

  Customer Answer

  Date: 03/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ******
  
  ...Response
  That combative type of reply is the sole reason why I contacted BBB after not even getting a reply on how to send something to them to repair for fee. I mentioned I would spend a couple hundred dollars more once they receive it to repair it.. as I continue saying, Because I know what I wrote and what I say and it's all documented.. I'm not looking for a return I was never looking for a return I was looking for a repair service and maybe some compensation since day one unboxing pictures show they sent damaged goods. But damaged goods that can only be tested in the air during certain climates and temperatures and when nature allows.. which those 30 days of December and even January surely did not in the Northeast as we all know. 30 days thing was never a problem or an issue I was never returning something I never wanted to return. I just wanted repair and whatever fee or plan we could work out to get my drone in the air so I can save lives here in my county. The two year service plan I thought I was receiving, as I had circled in proofs, and their management never disputed when I asked about it back when the problems were being documented and told to them and in the screenshot I've shown, was my initial questions on how to get help.. Then got the useless Wesltey pulling the other people's names and not answering anything, Then the apparently ever useless 'boss' who continues to just say "30 days 30 days we told him 30 days".. when nobody was ever talking about returning anything. I was only a customer inquiring and maybe hoping for some kind of fix from a company that claims they fix this exact model and brand..but apparently not after they sell it to you. I've taken it to a reputable drone repair shop and do since being fixed for why it chose to stop working dead, and also for the thermal shutter image that they know was an issue and the main issue before it died.. all types of issues like this, 30 days shouldn't make a lick a difference..but proofs and conversations should. I'm not in this to play games with kids that don't understand and have a 3 rating on Google. I was not looking for a "claim", except for the bait and switch of the bag which again I had perfect proof of and did my best to appease what they asked thinking I would get the proper bag or at least compensation..but that shit's getting dust in my corner too now with nobody talking about that or pretending they don't see this screenshot? That's the compensation I was only looking for and was never looking for that until I opened his BBB complaint on the way they act and with clients who paid thousands and would have continued to pay thousands.. to Melissa.. this isn't going to go anywhere and it wasn't a compensation thing I was looking for, It was just a file a grievance against the horrible bunch of people. You can consider this closed cuz I can care less about putting this public I'm not that guy, If I was that guy I would have went the direction of small claims court and the proper channels that I know BBB is not. I appreciate your help Melissa, But I want nothing to do with these punks and you can close this because the hundreds and hundreds I'm spending to fix it or nothing compared to what I spend monthly on my drones. These kids can continue losing business and losing reputation until they close..that will be my compensation.. unless you can get them to send me my $43 for their bait and switch bag..fine lol. I do not deal with people of this characteristic in life, their attitudes and lack of professionalism is way below me or my standards. I replied to this and added proof yet again, only because the honest people That keep record, and ask question, and offer to continue to throw money, should not get shut down by a parroting squawking sneaky version of a company that can handle what they claim they do. They had a product I wanted and I purchased it. I obviously expected something to work a little longer then a few times I tested it in my yard and room. Happy weekend everybody! Melissa, I choose this to be closed and want nothing to do with my name and their name please going forward.

  Sincerely, ****.

  
   

• Initial Complaint

  Date:08/30/2024

  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.

  I sent an infrared drone to this business for repair. It arrived on July 5, 2024 and was handed to a person. It was sent through the USPS via Priority Mail. The company has since informed me that my drone is lost and wanted me to file a fraudulent claim through the **** saying it never arrived. As of today, they refuse to answer my correspondence to resolve this issue. They refunded the repair cost (which never happened) taking filing a claim on **** away. Very devious company.... they should not be allowed to continue operation in this manner