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:07/25/2024

  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.

  We have paid for Extensiv's software since 2020, totaling $42,412.28 (Quickbooks export attached, Extensiv can provide the same payment summary of our account). Since 2022, we've noticed a ***** decline in the software and service after Skubana was acquired by Extensiv (we originally signed a contract with Skubana before they were bought by Extensiv). In 2023, they lowered our monthly payment rate from $2,248.79 to $1,714.79 because they acknowledged that the software and service provided deserved a discount based on what was provided.Issues have persisted from 2023 - 2024. I've reached out multiple times to our "dedicated account rep" asking if they can fix the software issues that create SO many problems for our small businesses -- wrong orders delivered, customers having their orders returned, because they refuse to fix the bugs in their software.I reached out 4 weeks in advance of our contract renewal stating we did not want to renew the contract because we continue to face so many issues that hurt our small business more than they help. Extensiv said that we would not be allowed out of our contract and that they would continue billing us an additional $6,000.We have paid them over $40,000 and I feel like they are using predatory practices by not allowing small businesses out of their contract and charging them under false pretenses. At a minimum, they should be allowing customers to NOT RENEW their contract when said customers are providing WEEKS of notice. It is software, it is not like there are physical constraints that would prevent them from allowing us to cancel. Given the amount of money we have paid these scam artists, this is the absolute LEAST they could do.

• Initial Complaint

  Date:06/01/2023

  Type:Order 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.

  We started our relationship with Extensiv, formally 3PL Central, in October of 2021. As our business grew and our shipping volume increased, we began noticing errors and bugs occurring more frequently. These errors were reported to their support team in writing. These errors include, but are not limited to, the following: namely, (I) the incorrect amount of insurance applied to shipments (ii) items being counted twice when scanned, (iii) multiple tracking numbers applied to single shipments, and (iv) the system switching to a blank screen with the error message reading something wrong. Their customer service department is closed on Black Friday. They sell e-commerce software! Finally, we have experienced Extensiv nationwide server failures on multiple occasions resulting in a shutdown for our business as well. We were left with angry customers and late shipments. We have lost revenue and customers as a result of Extensivs software malfunctions. We notified the = support department on 9.23.22 about the fact that items were being counted twice when scanned. We were informed it would be escalated and never heard back. It was never fixed! Their scanning system doesn't work and miscounts constantly. We then had to spend additional hours and monies recounting inventory by hand because we cannot depend on Extensivs Smart Scan solution to get it right the first time. We pay additional funds for Integration Manager, another Extensiv product. When Extensiv implemented Extensiv Hub, we were locked out of this software for days. We had no way to answer questions about our customers orders when they contacted us. Section **** of Extensivs contract states:"A Party may terminate this Agreement if the other Party breaches any of its material obligations under this Agreement and fails to cure such breach within thirty (30) days of receiving written notice from the non-breaching Party.Nothing was ever fixed. They sent us to collections after we stopped paying.