Lorex Corp. Facing Class Action Claiming 2019 Firmware, App Updates Made Video Surveillance Systems 'Useless’

New to ClassAction.org? Read our Newswire Disclaimer

Lorex Corporation faces a proposed class action over an August 2019 firmware update that five plaintiffs say caused tens of thousands of the home and business surveillance technology company’s customers to lose the ability to remotely access their security systems’ video feeds. 

According to the 46-page lawsuit, which was removed on September 21 to federal court in California’s Northern District after its initial filing on April 30, 2020, some Lorex customers lost the use of their security systems for months after the pre-planned firmware and app updates, and some are still unable to remotely monitor their security cameras.

The case says Lorex has deceptively and misleadingly marketed its video surveillance systems as offering “unrivaled video performance” and able to provide consumers with “peace of mind in knowing that your home or business is protected around-the-clock” when, in truth, reams of customer complaints online indicate otherwise:

“To any extent Lorex has attempted to mitigate the damage done to its consumers, these effort [sic] were inadequate. In reality, Lorex forced consumers to ‘upgrade’ from a mobile app that the consumers relied on to an inferior Mobile App in order for Lorex to save money. Not only that, but with this upgrade Lorex purposely rendered many of its cameras obsolete in an effort to get customers to spend even more money with Lorex to replace those cameras.” 

Founded in 1991, Lorex manufactures and distributes security cameras and monitoring systems for personal and small-business use primarily in North America, the suit says. The plaintiffs claim, however, that Lorex fails to provide any technical support in the states in which it markets and sells its products, and refuses to fix technical system issues by inspecting the cameras or equipment it sells.

Instead, Lorex, which assured customers that they’ll be able to remotely monitor their camera’s video feeds via its Cloud and Secure mobile apps, provides merely “limited technical support over the phone,” the suit says. 

Per the complaint, Lorex began informing consumers in July 2019 that it would be rolling out an update to all of its systems as part of the process of transitioning to the company’s new mobile app. Prior to the rollout, Lorex assured that it had “thoroughly tested the update process,” and noted it anticipated “…a few unexpected interruptions to customer devices,” the lawsuit reads.

When customers performed the firmware update and switched to the new Lorex mobile app, they found they no longer had access to their security cameras’ video feeds from their cell phones or other devices, rendering the defendant’s system “completely useless,” the suit claims.

On August 15, 2019, Lorex stopped altogether its support of its Cloud and Secure mobile apps that effectively provided customers with remote access to their security systems and previous versions of its firmware, the lawsuit continues. According to the complaint, many customers had already lost access to their security camera feeds after performing the firmware update and switching to the defendant’s new mobile app as instructed by Lorex. 

The case says, however, that Lorex failed to notify all customers that it would stop supporting the previously accessible Cloud and Secure apps and firmware.

Moreover, Lorex, with the upgrade, suddenly discontinued support for certain camera models, which left consumers with no choice but to seek replacements given the products no longer worked with the defendant’s new mobile app or firmware.

“For those consumers who were caught unaware, their security cameras suddenly no longer worked,” the suit asserts, charging Lorex’s updates essentially rendered customers’ cameras and other equipment worthless.

The lawsuit slams Lorex for failing to assist customers who lost the use of their security cameras despite possessing knowledge of the fact that the pre-planned upgrade would cause issues. According to the case, the plaintiffs and other proposed class members “spent days on the phone” with Lorex without resolving their issues, while other consumers looking to regain access to their cameras “called dozens of times” with similarly unproductive outcomes.

“Plaintiffs even described taking time off from work in their desperation to restore access to the security feed that they needed to safeguard their families and homes,” the suit says. 

Lorex also told the plaintiffs that their security systems needed to be replaced and that replacement cameras or DVRs were on the way, the complaint goes on. After waiting weeks for the systems to arrive, however, the consumers were told there was no record of replacements ever being ordered, and that they were not entitled to replacement cameras, the lawsuit alleges. 

In all, the lawsuit, citing an email sent by Lorex to customers, says the company’s 2019 firmware and app updates necessitated the replacement of roughly 50,000 units nationwide. As a result of Lorex’s actions, the complaint alleges, consumers have bought security cameras, recorders and systems they would not otherwise have paid money for and were not worth the price they paid had they know the products would suddenly be rendered useless. 

The case looks to represent all consumers in the United States who bought a Lorex security camera system and/or security camera and/or recorder for personal or commercial use (not for resale) and who lost access to their video feed after Lorex’s firmware and mobile app upgrade on or about July and August 2019.

Get class action lawsuit news sent to your inbox – sign up for ClassAction.org’s newsletter here.