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:04/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 an Azuga sub in August 2023 for my business, Achieving Better Life Experiences. We provide Day Habilitation for adults with special needs. Azuga sold themselves as a cheap, effective alternative to the higher priced options. They never went into detail about the cancellation policy. We figured it would be a simple 1-month penalty, or a couple of months at most. The service itself was not good. The devices they gave to us never worked very well. We had issues with the website as well. And they made it really difficult to access video of things we really needed. When we complained about the service, they sent an extra device as a show of "good customer service". We didn't use it. It was an all-around terrible service. About a year ago, I asked a customer service *** at ******************** if I could cancel the subscription. He said I could pause it for a bit, but I'd get a cancellation fee if I fully cancelled. When I asked how much it would be, he could never answer me. Everyone at Azuga would deflect or ignore when I would ask about cancelling and fees. Eventually, we told them that we just have to cancel the service no matter what, because it was totally useless to us. We asked numerous times about how much it would cost, but they didn't answer. They sent me a cancellation 2 months ago, and I filled it out. Today, I got an invoice for early cancellation of the service, and they billed me $4,500. They don't explain why it's that much. I can't find warnings for these types of charges anywhere on their site. They just expect me to pay it. I can't even stop them from using my credit card info they have on file. ***** ****** is the agent I've been in contact with most often there, but they ignore me most of the time ************************************ Our business is already at risk because of the threats to ******** funding coming up. We can't afford this type of expense, especially one that we were never clearly made aware of. As a company, Azuga is very manipulative and unethical.

• Initial Complaint

  Date:04/07/2025

  Type:Billing 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.

  To ******************************* I contracted with Azuga explicitly included winter suspension of *** services, as my business operates seasonally. Despite this, Azuga failed to suspend services during the winter months, resulting in multiple calls from my end attempting to correct the issue.When the service was finally suspended, I followed up in the spring of 2024 to have it reactivated. Azuga failed to do so, and as my business entered its busy season, I did not have the time to make repeated follow-up calls. Azuga never resumed service, yet continued to bill my account as though services had been *********** make matters worse, when I finally reestablished contact to correct billing, I was told that winter suspension was no longer an optionwhich directly contradicts the terms that led me to sign up for service in the first place. This change represents a clear violation of our original agreement.After discussing the situation with your staff and billing department, it was agreed that a payment of $1,000 would settle the account and allow us to move forward. I am still willing to honor that agreement. However, I have not received the contracted service, and your company is now attempting to send this to collections for nearly $7,000a number that is not only unfounded but deeply concerning.Its unfortunate that a relationship which could have been resolved amicably has come to this. Unless Azuga corrects the billing to reflect the agreement of $1,000 and acknowledges its failure to provide contracted service, I will have no choice but to escalate this matter, including reporting to the BBB and forwarding all documentation to legal counsel.Sincerely,****** ********-*******

  Business Response

  Date: 06/13/2025

  Dear ******, We are deeply sorry for the confusion and inconvenience regarding the winter suspension of your service. We regret that our handling of the suspension and billing did not honor the terms of the agreement. We take this situation very seriously and will review our policies and communications to ensure they align with our contracts. We appreciate you bringing this to our attention, and we apologize for the frustration and stress this matter has caused. Your feedback highlights areas where we must improve our clarity and consistency.

  Business Response

  Date: 06/13/2025

  Dear ******, We are very sorry to hear about the difficulties you encountered with our service and the confusion over cancellation fees. We regret that the devices provided did not meet your needs and that our team did not clearly explain the early termination charges. We understand that receiving a $4,500 invoice without warning would be extremely upsetting. We take your feedback seriously and will work to make our policies more transparent and our customer service more helpful. Thank you for bringing this matter to our attention; we apologize for the stress and inconvenience it has caused.

• Initial Complaint

  Date:03/19/2025

  Type:Order 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.

  My company signed up with Azuga Fleet in 2022 when we were explained that the cameras we ordered would have a live-stream view. However, we immediate learned after installing that these cameras cannot live stream and can only request videos from the system, which did not work when we tried using the feature. I expressed several times over the phone with my rep, who's no longer at Azuga, and in emails that we want to cancel service and this is not what we asked for, which we brushed off and ignored. Eventually they convinced us that we should try their upgraded model that does live-streaming. This did not work either and I continued asking for a refund. A new Azuga rep contacted me last fall introducing herself and listened to my concerns that I've been asking to cancel for years at this point and nobody will help me. The new rep eventually did get my account cancelled, but never told me they would charge us an additional $14,000 for unused software features (virtually nothing!) and that they will be charging us an additional $99/device if they are not returned in 30 days. I can understand the charge for the devices, even though they probably did not cost $99 3 years ago when we got them, but $14,000 for absolutely nothing without any warning before cancellation or request for approval is absurd and unacceptable. They should not be allowed to continue this scandalous business practice with such a poor product.
  
  Thank you in advance for your help!
  
  Leclerc F*******

  Business Response

  Date: 06/13/2025

  Dear *******, We apologize for the poor experience you had with our video cameras and the cancellation process. We regret that the promised live-stream feature did not meet your needs and that you were surprised by the additional charges after cancellation. We understand that this situation has been unacceptable and frustrating. We will review our billing policies and improve communication so that all charges are clearly explained in advance. We appreciate your feedback and are sorry for the inconvenience caused

• Initial Complaint

  Date:01/21/2025

  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.

  In 2024 of October, I contacted Azuga to terminate the contract because they provided faulty equipment that our business never used. In fact, when I spoke to ***** from Azuga she stated that in fact we were never successful in using their equipment. I terminated their service due to inefficiency. To this date, I still get recurring charges. Every time I call, I get transferred to different people. I have repeatedly stated my desire to terminate the service. Back in November, they said that I had to stay with them 3 more months plus pay a termination fee of $150. I stated that I would pay the termination fee but not the extra three months as that was not stated in the contract nor was it explained. It is January 21st and they are still billing me for a service not wanted and terminated. I have attached the emails to tell them my desire since last year to terminate the letter as well as multiple calls.

  Business Response

  Date: 06/13/2025

  Dear *******, We are very sorry that your request to terminate service due to faulty equipment was not handled correctly and that you continued to receive charges. We regret the confusion regarding the extra months and the fees involved. We understand your frustration at being billed for a service you no longer needed. We are reviewing our contract and cancellation procedures to improve clarity and responsiveness. Thank you for bringing this to our attention, and we apologize for the inconvenience and stress this has caused you.

• Initial Complaint

  Date:01/06/2025

  Type:Order 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.

  After months of disappointment, disgust, and disregard for the fact devices were reported working and that played apart in cancelling, they had audacity to bill 200 something for two months. Add to that, yesterday the owner got a receipt from them. They charged his card WITHOUT a notice or approval (I have read other reviews where people mention they did this) charged ******. Livid is putting it mildly. Cancellation or termination fee was understood. ***** **** for devices that were not working! They were told of the issues and the devices were not online and running so why do you charge for that? Then take ******! For the malfunction and headache alone Azuga could and SHOULD NOT be billed for it regardless of termination penalty. They need to clean up their customer service ways, better address failing service and device issues, and listen to the problems of customers with more than bottom line of shut up and pay, you have a contract. Well, a contract is a mutual agreement where both parties are to benefit. Only Azuga benefited by the now cancelled contract. Devices were not working as promised and that was what was agreed to, but their end benefitted by being paid for services not rendered. That alone voided the contract and should not have been anything further owed. Seeing the number of complaints, they have a pattern of bad business

  Business Response

  Date: 06/13/2025

  Dear ****, We apologize that you were unexpectedly billed for devices that were not working and that your cancellation request was not promptly honored. We regret the frustration and disappointment this situation has caused you. We will review our billing and cancellation procedures to ensure they accurately reflect actual service and to improve our communication with customers. Thank you for making us aware of this issue; we are committed to correcting our processes. Please accept our sincerest apologies for the inconvenience.

• Initial Complaint

  Date:10/31/2024

  Type:Order 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.

  Had we checked here before doing business with Azuga, a headache and robbery would not be occurring.Unfortunately, auto-renewal happened before a new contract could be avoided. Device issues and overall frustration of being renewed yet not happy with the service, my boss decided to initiate cancellation. This decision was made after notifying the young man ******* who recently took over the account, that the devices in the trucks were not working. This is not a new issue as devices have been replaced before due to malfunction. Anyway, understanding there are other accounts to manage but within a day or 2 tops, there should have been a reply and effort to troubleshoot. Nope! So, my boss started looking for options and decided to cancel. Early termination fee of $1100 required. Okay we get being penalized to make you reconsider and all. BUT here is where Azuga is like a mob enforcer. They say cancellation takes 60 days AND we will still have to pay FOR THE DEVICES! The devices that are not working properly! The devices that are not doing what they are supposed to, and the contract says they will do. YES! Subsequently, ******* says after I say that is robbery, he hasn't been given the chance to work it out! BULL! **************** 101, call and see what is going on with devices. THEN when cancelling is 1st mentioned, CALL! See what the customer may need or how to maintain the relationship. He has let the frustration fester and the payment terms to end this trash relationship makes continuing unsavory.Fumbling the ball and saying F you basically, we want the *** of 1100 PLUS the monthly FOR THE not working devices. 60 days to cancel is absurd and may end up having to seek legal action because no one expects pay for not working anything! Stay away from Azuga if you want stress free business dealings.

  Business Response

  Date: 06/13/2025

  Dear *******, We apologize for the frustration caused by the automatic renewal of your contract and the ongoing device issues. We regret that our response to your cancellation request was delayed and that the terms of early termination left you feeling unfairly treated. We understand how concerning it is to be charged for non-working devices. We will review our cancellation processes and device support policies to ensure better communication and fairness. Thank you for raising these concerns, and please accept our apologies for the inconvenience.

• Initial Complaint

  Date:10/18/2024

  Type:Customer Service 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.

  Im extremely frustrated with Azuga, a *********** company. Their GPS system constantly stops communicating, and the camera system has never worked properly since day one. Despite paying for these services, nothing functions as promised.Their customer support has been a complete nightmare. Ive contacted them repeatedly, hoping theyd fix the problems, but they ignored my concerns and never provided a solution. Out of frustration, I even emailed them to stop invoicing me until they figured out how to resolve the issues. Instead of addressing the problem, theyve started harassing me with collection notices!This company is unreliable, unresponsive, and clearly prioritizes billing over customer service. Save yourself the frustration and look elsewhereAzuga has been a disaster from start to finish.

  Business Response

  Date: 06/13/2025

  Dear *******, We are very sorry to hear about the problems youve encountered with our GPS and camera systems and the billing notices you received. We regret that our equipment did not function as promised and that our customer support did not resolve your concerns. This is not the experience we want for our customers. We take your feedback seriously and will work to improve the reliability of our products and responsiveness of our support team. We apologize for the frustration and inconvenience youve been through and thank you for bringing it to our attention.

   

• Initial Complaint

  Date:02/05/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  During the presentation of the service the sales team shows and quote the ************* of the service. Once we started the service we realize that in order to get the report that we need, we would have to buy an extra *** because the cameras gps is very basic to track the vehicle. Also we would have to pay for the ********** package an additional amount of $20 per unit per month. The *** will help associate the position with the Safety cams then we can look at the required reports, such as Trips and Driver Score Reports.As we were not getting the service as was purchased, the week after we receive the cameras, we asked for the refund of the 3 months advice payment and the address to return the cameras. The company sent a cancellation form saying than the Early Fee Termination is $3,500. We filled out the form leting them know again that we are not willing to continue with the service due the above reasons. Also we email them asked to escalate the issue, as this was not a cancelation, we were not getting the service as was purchase. And obviously, as any normal purchase, we have the right to return the goods and cancel the service if it was not as promised. After one a a half moth without response, they sent a FedDex label to return the cameras and charged $3,500 using the card in file.The cameras have been returned.

  Business Response

  Date: 06/13/2025

  Dear *****, We apologize that the service did not meet the features and expectations set during the sales presentation. We regret that you had to purchase additional equipment and that our communication about required add-ons was not clear. We understand your frustration with the unexpected early termination fee and the lack of timely response. We appreciate you sharing these concerns. We will review our service descriptions and cancellation policies to make them more transparent and prevent similar issues. We are sorry for the inconvenience and thank you for your feedback.

  Customer Answer

  Date: 06/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/24/2023

  Type:Sales and Advertising 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.

  After signing up for a free trial, I've been harassed and called multiple times per day by a sales rep within Azuga. After asking to not receive the calls, they still continue to call me and leave me a voicemail every day, stating they "urgently need to talk to me about my vehicles, it's very important" with no other information aside from the sales rep's name. Azuga needs to change it's procedures as this is nothing but harassment and unethical sales methods.

  Business Response

  Date: 06/16/2025

  Dear *******, We apologize for the difficulties you experienced with your service and cancellation request. We regret that technical problems and billing issues went unaddressed for so long, and that our communication fell short of your expectations. Your frustration with unauthorized charges and unresolved GPS and mechanic billing concerns is understandable, and we are committed to improving our service and responsiveness. We appreciate you bringing these problems to our attention and will use your feedback to better train our support team. Again, we value your business and apologize for the inconvenience this has caused.