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:04/15/2024

  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.

  On 12/7/2023 I purchase the digital plates from Reviver. I received them about a week later and I downloaded the app and entered my vehicle information. I tried scheduling a technician appointment for plate installation. I contacted the technician provided by Reviver and the first technician said he was not available during my available time provided. Reviver then sent me three additional names of technicians and their contact information. All three technicians could not work with my schedule. At this point, it is already mid February 2024, I contacted Reviver and let them know my dilemma. Reviver then suggests that I schedule an installation through BestBuy.com I tried to schedule online and no appointments were available for my available time. I contacted Reviver and asked for a refund because getting the plates installed seems impossible. They sent me a shipping label and said a refund would be issued as soon as they receive the plates. The plates were received by Reviver on 03/27/2024 at 11:41 am. As of today, I have not received my refund back. When I contacted Reviver last week, they said that this request would have to be escalated to upper management. I don't understand why I just cant get my money back. This company has the worst customer service!

  Business Response

  Date: 04/22/2024

  Hello ***,
  
  We apologize that you encountered so many issues with scheduling an appointment to get your plate installed. Its hard when schedules cant align. You are correct that your plate was received on 03/27/2024. Our return processing takes about 10 business days and due to unforeseen circumstances, a delay was encountered. Please note that a refund was processed but future communication will be sent via Affirm since that was the payment method selected at the time of purchase.
  
  Thank you

• Initial Complaint

  Date:04/11/2024

  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 pay my yearly payment on the app and now they will not remove my credit card info and told me it most stay in my account.

  Business Response

  Date: 04/19/2024

  Hello *****,
  
  Enabling a default payment method ensures that there is no risk of having your services lapse due to non-payment. However, since you would not like to have a default payment on file, weve removed it on your behalf. This option is always available and just requires that you reach out to our *******************
  
  Thank you.

  Customer Answer

  Date: 04/22/2024

  It shouldnt have to take 3 calls to your customer service and numerous emails all telling me that this cant be done without canceling my account and theres no way to remove it with an active account to finally get this done. Train your customer service so it doesnt have to go this far next time.
  
  

• Initial Complaint

  Date:02/04/2024

  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.

  I ordered a electronic place from Reviver and was not happy with it. I contacted support and they were able to authorize a return and refund. **************** manager ******************************** sent me a return *** label which I used to return the product. The product was received by Riviver on November 30th 2023 and I still have not received my refund. I have contacted the company at least 5 times and no one is returning my call or email.*** tracking number 1261172X9022445601

  Business Response

  Date: 02/08/2024

  We apologize for the long delay in processing your refund. We appreciate your patience and see that your refund was processed on 02/05/2024 with an update from the team going out on 02/06/2024. As they noted, funds are made available within **** business days. Again, we apologize for any inconveniences.

• Initial Complaint

  Date:11/16/2023

  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.

  I purchased a product online and did not open it. I communicated with the company and they sent me a return label because i didn't want it. The tracking information shows that it was received in October. I'm still paying the item, don't have it and they won't respond. i get read receipts on emails and they are receiving my emails.

  Business Response

  Date: 12/07/2023

  Good afternoon,
  
  We apologize for the delay in processing the refund. As soon as it was processed, the information went to directly to Affirm for their processing. Thank you to ***************** for taking the time to speak with me and for confirming that ****** has notified him of this update to his account. 

  Customer Answer

  Date: 12/07/2023

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

• Initial Complaint

  Date:11/13/2023

  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.

  I purchased a Reviver Rplate, a digital license plate legally used on cars in several states, including **********. It possess an anti-theft feature that changes the display from the standard, legal license plate display to a plate detached screen. It is illegal to drive when this detached message is displayed. The device continually reported false thefts and constantly required my intervention to restore the digital license plate. This issue often happened in the middle of driving, so I had to pull over, sometimes in dangerous conditions, so I could fix the problem or run the risk of getting pulled over, receiving a ticket, and having my car towed and my license suspended for driving without a registered license plate. Usually, a solution would be to label the device as faulty, and I should receive a replacement. However, the companys customer service was poor and nearly non-existent. Sometimes, they responded in a few days or weeks, and often, they never responded at all and always claimed they did. They gave me the run around for se real months, asking me to send them proof of the issue, which I did several times. They refused to believe that something was wrong with the plate even though the plate detached issue was present almost constantly, and I provided proof each time they requested it. They continued to avoid actually helping me fix the problem. I renewed my ********** license plate registration through their app, and I was supposed to get my physical registration stickers in the mail. I never received them. And when their customer service, after months of back-and-forth exchange, decided to help me troubleshoot the plate, their instructions instead permanently disabled the device. It would no longer display the license plate number but just their ********************** logo. Their customer support kept telling me to repeat their troubleshooting steps, which had caused the issue in the first place, instead of allowing me to return the faulty product. Thus, I had to place my traditional metal license plate back on, and because the company never mailed me my physical registration stickers, I had to purchase replacements from the California DMV which caused me to miss a day off of work. I also missed several days of work because I could not legally drive my car with their malfunctioning device and my physical license plate without its stickers. It wasnt until I threatened to report them to the CA DMV, consumer protection agencies and leave bad reviews on the Apple App Store that they finally sent me a return label so I could return the item. I told them to cancel my subscription immediately when their troubleshooting steps disabled the device, yet they continued to charge me for several months afterward. I contacted them several times requesting cancellation, and most of those emails were ignored. It took three nearly four months for them to confirm cancellation. I asked them several times to reimburse me for the replacement registration tags and to refund me the months of subscription charges during which the plate was disabled and/or already returned to them. Their emails continued to avoid this and would only confirm my subscription cancellation.

  Business Response

  Date: 11/22/2023

  Good afternoon,
  
  Thank you for reaching out to us and bringing this to our attention. I reached out to my customer support department to get a better understanding of the issue. I see the issue was brought to our attention on July 03, 2023, and our customer support team requested images to assist in diagnosing the issue. The customer support team requested images of the metal bracket to ensure that the Rplate had a proper connection to the metal bracket. The customer support team did provide you with the installation documentation to ensure that the Rplate was attached correctly.Customer support also assisted you in doing a factory reset to restore the Rplate which is why the Rplate displayed the Reviver logo. We advise all of our customers to keep their metal license plates in their vehicles just in case the Rplate does not display the required license plate image. For the inconvenience on 08/28/2023, the customer support team has provided you with a return label to return the Rplate and they have also canceled the service as requested. The customer support team did request a picture of the receipt for the amount you paid for the stickers to ensure that we can look into getting that refunded for you. I'm sorry that our service was not to your expectations and if you have any questions feel free to reach out to us.

• Initial Complaint

  Date:11/02/2023

  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.

  Reviver plate does not update registration. I have been reaching out to Reviver for months and the only solution they offered was that I double click the button which consistently does not work. They want me to mail my license plate leaving me driving without a plate until they ship me a new one. I'm driving with expired registration tag although I paid for it months ago. It's a license plate not worth the hassle! When I purchased the plate there was no subscription fee and all of a sudden now you have to pay a subscription on top of these issues and lack of customer service.

  Business Response

  Date: 11/09/2023

  We apologize for the delay you experienced in resolving the issue you reported.

  I confirmed that a replacement plate was shipped today, 11/9/2023 and is set to be delivered by 11/13/2023 at the latest. We will ensure we follow up with you and confirm your new plate works as intended. 

  Regarding the service plan, I was able to verify that you purchased the plate during a period that included the first year of service only. However, due to the issues experienced, an extension has been added.

  Again, we apologize. 
  

  
  

• Initial Complaint

  Date:11/02/2023

  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.

  I purchased the rplate pro battery version around June of 2023. Sometime around October, the plate had a malfunction to the screen and the customer service rep told me that I could return it and they would test it and then repair or replace it. The turn-around time promised was 1-week. I shipped the plate back on October 9th and they received it October 11th. It's been over 3 weeks now, approaching the 4th, and every time I call or email, the customer service center in *********** doesn't have any idea or information on when the headquarters office have tested my plate and issued a replacement. Most recently, a customer service rep mentioned that the logistics team will ship it out soon but the ** team continues to give me the run-around and fails to provide a tracking number or information on where my replacement is. They just keep closing my tickets. Meanwhile, my subscription cost continues and I'm paying for a service that I'm not a receiving since the product is not in my hands. This is truly unacceptable.

  Business Response

  Date: 11/09/2023

  We apologize for the delay you experienced while we tested your plate for optimal performance. It is not our intention to take as long as we did and I have made sure your account is updated to make up for lost time.

  Per our in-house testing policy, it was determined that a new plate be sent. I verified that the replacement order was shipped 11/03/2023 and was delivered on 11/06/2023. I was also able to confirm that you are all set with your new plate.

  Again, we apologize and aim to be and do better. Thank you!
  

  
  

• Initial Complaint

  Date:10/04/2023

  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.

  I have been trying to have this company transfer the ownership of the digital license plate for over 2 months now. They never respond to any messages except to charge my card. They changed the amount charged without notifying me prior at all from $55 to $75 for the annual fee. Even after charging my card they haven't processed anything in my account to actually transfer the ownership so they're just taking my money without actually doing anything.

  Business Response

  Date: 10/13/2023

  We apologize for the delay in processing the transfer request. The team reached out to advise that we would honor the $55 annual service fee at which point you requested additional discounts and/or for Reviver to purchase your Rplate from you. Unfortunately,we do not have a buy-back program and are only able to honor the service fee previously quoted at $55.
  
  Per your request, we refunded the annual service fee and canceled the subscription to ensure there are no future charges.
  
  Thank you and again, we apologize for any inconvenience. 

• Initial Complaint

  Date:06/22/2023

  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.

  This digital license plate does not update my current Car Registration for **** that is paid for and valid. I had this same issue last year when activating the plate.The license plate does not update automatically as advertised. I have to contact customer service, put on hold, or told they will call back. I had customer service hang up on me during our conversation about solving this. I upload the documents they ask for multiple times.My subscription is paid up with them and is valid.

  Business Response

  Date: 06/26/2023

  Hello ******,

  I would like to apologize for the inconvenience that this has caused you and we would love to assist you in getting this resolved. I was able to investigate this further and did see that there was an issue with getting the Rplate to communicate wirelessly to update and that multiple attends were made to troubleshoot the issue. I also see that our customer service team did reach out multiple times offering a replacement and I personally called and left you a voicemail to assist you and we have not heard back. Please feel free to reach out to our customer service team or me directly at ************************************ so we can assist you with getting a replacement.
  
  Thank you,
  *****************

  Customer Answer

  Date: 06/26/2023

  I am rejecting this response because:I would like a refund because the license plate never functioned correctly.On the Reviver App my account says the plate hadn't been synced since August 2022.I did every action they asked and the plate never updated. I even had to remove the plate according to their last fix.So I put on my regular Handicapped Plate with registration stickers on instead. They asked that I had to send the plate in,quote,"What we can do is to take the plate for a full check up with our specialists in Granite Bay,CA.Could you please provide me with your full address to request a return label?"unquote. They never stated they would replace the license plate.Now I have my regular license plate on my vehicle, and I would like a refund from Reviver.
  

  Business Response

  Date: 07/13/2023

  Hello ******,
  
  I apologize that our agent wasnt clear about our procedure. We ask for the plate back to run a full diagnostic because this enables us to fix the problem and/or replace the plate. We understand your frustration and have made multiple attempts to reach out via email and/or phone to advise that were willing to bypass our normal procedure and send you a replacement as soon as possible. As for a refund, Im afraid that since this was purchased through a third-party, your request will have to be directed to them. Please reach out to [email protected] instructed all agents to immediately direct you to me.
  I look forward to hearing from you.

  
  Thank you,
  TJ

  Customer Answer

  Date: 07/18/2023

  I am rejecting this response because:I would like the refund for $55.00 that they charged me after I filed this complaint.The Reviver App does not let you delete your credit card information.Reviver requires you to leave a credit card on file that they can charge anytime. I do not understand how that is legally possible.Because I could not delete my credit card information they charged my credit card on June 30, 2023.I do not care about the physical license plate being refunded. I do not want Reviver to keep charging my credit card whenever they want. I want my credit card information deleted from their system. I would like my $55.00 refunded that they charged me even after I filed the complaint. I do not want a subscription with Reviver and I do not want them to keep charging me.
  

  Business Response

  Date: 07/25/2023

  Hello ******,
  
  Reaching out to advise that $55 was refunded today and your credit card information was removed from our system. Our goal was to work with you to get a functioning plate which is why we left your account as is,however, we now understand that was a mistake. Should you change your mind about the plate and would like for us to provide a replacement, please reach out.
  
  Thank you,
  *****************

• Initial Complaint

  Date:04/07/2023

  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.

  I purchased a digital license plate frame from **************************. I installed the digital license plate myself. After 6 months of perfect use, the digital license plate suffered a computer glitch. The digital plate was no longer readable. I contacted Reviver.con and explained to them, the plate stopped working. They asked for pictures of the digital plate to ensure the plate was no longer working. I sent them pictures of the non-functioning plate. Reviver support determined without question, this was an error on behalf of me, tue owner because I chose to install the hard-wire 12V plate on my own, rather than spending an additional $150 to have the plate professionally installed. I explained to customer support, that Im very well knowledgeable with car audio and 12V system. I installed the plate without any issues, approximately 6 months ago. Reviver support automatically told me, it was my fault the digital plate stopped working because I chose to install the plate myself. If I installed the plate incorrectly over 6 months ago, the damage to the digital plate would have been more noticeable at the very beginning, not 6 months later. Reviver is demanding that I spend $150 for a new digital plate to be shipped out to me and have it professionally installed. This is not right, nowhere does it state that if I purchase a hard-wire digital plate from there website, I have to pay to have it professionally installed. They will not honor a replacement plate only after 6 months of use, unless I spend $150 for a replacement plate and have it professionally installed.

  Business Response

  Date: 04/18/2023

  I reached out to the customer on 4/12/2023 to apologize for the way his case had been handled so far and immediately addressed the issue with the agent that didnt provide adequate support. I clarified that we have a standing policy about self-installation, but also acknowledged that we failed to explain how a service call works. I offered a replacement, and it was accepted.The new plate shipped today, 4/18/2023, and I will help support the customer until this issue is officially resolved.