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:04/03/2023

  Type:Billing 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.

  In the app there is an area for credit cards, for the past year of my service I had no credit card on file. My yearly membership was due 4/2/23 and it asked me to load my credit card info, so I did to pay for it, before then I asked the customer service that I did not want to leave my credit card on file, they said there is an area to remove it. So, I loaded my credit card paid my yearly membership and after trying to remove it, it will not let you remove it, says no it needs to stay on file. I do not authorize this app Reviver to keep my credit card on file. I've had bad experiences in the past with identity theft and credit card theft and do not allow any app to keep my credit card on file. I've asked them to remove it and they said they could not. What I would need to resolve this is having my credit card info removed from the app.

• Initial Complaint

  Date:03/30/2023

  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 their wired digital Rplate for my 2021 Tesla model 3 approximately 3 months ago. I prepaid for a 4 year subscription. When I was purchasing the Wired RPlate, their website had the option for self installation which I chose since I am an Automotive Engineer with over 36 years experience and hold ASE Master Automobile Technician certification. The attractive part of this digital plate is the immediate updating of the registration year once its been paid. My registration was due on March 20, 2023. I paid the registration at AAA/DMV and sent proof to Reviver, but the plate never updates the year, it still says 2023. I contacted customer service via email and informed them of the issue. They responded and asked me a few questions with the first one being who installed the plate? When I replied, I did, they responded and said that the plate would need to be replaced but that unfortunately because I installed it myself, the warranty was void and the only way to get a replacement Rplate sent to me was for me to pay $150. They never told me what failed on the Rplate. Aside from the registration year not updating, the Rplate is working fine. Needless to say I got annoyed at this response and called them out for not backing up their product. After a couple of days reflection, I called again to see if I can get further information on what the failure was. I was told that the Rplate was not seeing battery voltage. Since I installed it myself, I double checked all wiring and found nothing wrong and that battery voltage was present at all times as required. I have sent multiple emails and made multiple phone calls to this company since then to let them know that there is battery voltage present and that there has to be some kind of internal defect with the plate and I have not heard back from anyone nor have I been able to contact them via phone. They are ghosting me. I just want them to do the right thing and send me a replacement Rplate. Simple. Please help.

  Business Response

  Date: 04/11/2023

  We sincerely apologize for the delay in providing adequate support. We did not mean to question your vehicle knowledge.The Rplate wired requires 12v of constant power and if not provided, the internal battery drains and wont function as needed. We have a standing policy about self-installation, but we failed to explain that once a service call is completed,and we confirm that the issue was the plate and not the installation, we reimburse the customer the fee charged.
  

  We did finally send a replacement plate on 04/04/2023 and it was delivered on 04/08/2023. Our system currently shows that the new plate was installed.
  

  Additionally, Id like to provide clarification that our subscription options are monthly payments for 48 months or an annual payment for 4 years. We do not offer an option to pay upfront for 4 years.
  

  Finally, we are actively re-training our agents to better support our customers and to ensure they provide clear and concise messaging.
  

  Again, I apologize for your support experience. 

  Customer Answer

  Date: 04/11/2023

   
  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:03/29/2023

  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.

  On 02/17/2023 I purchased a 2nd wired digital reviver plate for my wifes car. I self installed it on 02/26/2023. It worked for a week with no issues until the screen froze with CONNECTING TO LTE NETWORK. So I contacted support through email and has been giving me the run around with troubleshooting steps. I explained to them that the digital plate doesnt reboot as it should. Hold the button for 10 seconds and itll reboot. Well that didnt work. On their end its communicating which I knew because I received messages. I told them the digital plate is defective. Customer support agent for ********************** by the name ******************* explained to me that in order to get a replacement I would need to get a service call technician for $149.99 to replace it for me. I denied the service call and told him Ill replace it myself. I told him I do my own installations. I do have another digital plate installed by me with no issues. Well this ******************* told me Any Plate upon which unauthorized installation, repair or service has been performed. will void your warranty. So when I purchased the self install option theres nothing that states itll void warranty. Long story short just want a replacement. If that doesnt happen Ill ask for a full refund.

  Business Response

  Date: 04/12/2023

  I reached out to the customer on 4/7/2023 to apologize for the way his case had been handled so far. I took immediate steps to address it with him and with the agent that didnt provide adequate support.
  

  We do have a standing policy about self-installation, but we failed to explain that once a service call is completed, and we confirm that the issue was the plate and not the installation, we reimburse the customer the fee charged.
  

  However, the plate should only display Connecting to LTE Networkduring the initial installation and/or when forcing a reboot.
  

  A replacement plate was sent out on 4/7/2023 and was delivered 4/11/2023. I received confirmation today, 4/12/2023, that the plate was installed and am just pending confirmation from the customer that this issue has officially been resolved.
  

  Again, I apologize, and hope to do better in the future. We are actively working to better provide our self-installation policy during check-out and within our FAQs, plus provide clarification on how a Service Call works. 

• Initial Complaint

  Date:02/23/2023

  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 received my plate on 2/17 great excited to install my plate after the install the plate will not come off ship mode. Spoke to several support members troubleshoot it nothing. It has been a week I have no clear answer either replace it or cancel it and return it.

  Business Response

  Date: 08/06/2024

  ******************** reached out on 02/18/2023 to let us know that he was not able to download the license plate image to the digital license plate. Our CS team provided troubleshooting support and efforts on both sides did not resolve the issue. A replacement was sent on 2/25/2023 and received on 02/27/2023. The replacement was confirmed as functional and is in active use. We apologize for any inconvenience and aim to provide timely support for all customers.

  Customer Answer

  Date: 08/07/2024

   
  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:02/13/2023

  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.

  First, I made a call to check for specificsthat being if a wired plate would be compatible with my car, a Tesla Model 3. After being told it was compatible, I made my initial purchase. This totaled the amount of $449.08. This included the $275.40 annual fee and the $150.00 professional installation. So far, so good. That is, until my digital plate arrived. That same day of delivery, I got a call stating the plate I had just spent $449.90 on WAS NOT compatible with my car like they had previously told me it was. They then told me that I would need the Battery version instead. This required a brand new purchase of $233.92. So, at this point, I have spent $683 total. It is worth noting that at the time of writing this (February 13, 2023) a refund HAS NOT been issued, despite the fact that this occurred February 3rd. Another week passes, and I received the correct plate (the Battery version). What could possibly go wrong? Well, everything. Though the installation itself was quite simple, the activation of the plate was everything but. First, it took them days to verify my vehicle registration. Once it was verified, it was on to the next issue. THE PLATE WOULDNT ACTIVATE!I immediately call and email in hopes of a solution, however, absolutely no one knew what was wrong. I was thrown from support agent to support agent with no solutiononly promises that they would call me back, which never happened. They could only provide the simple and regurgitated textbook procedures of Hold the button down for 4 seconds, and Hold the button down for 10 seconds to reset the plate.So now what? They have to wait on **************** to authorize a factory reset on my digital plate. And guess what? UPPER MANAGEMENT HAS YET TO EVEN APPROVE OF THIS! It has now been a week since the request for a factory reset was sent to ****************, and I was told on Friday (February 10, 2023) that, of course, they wont work on Weekends, so this will drag on for another week.

  Business Response

  Date: 02/23/2023

  We reached out to ************** to apologize for the mishandling of the issues he reported. A replacement was approved but not sent out and this was not communicated to the customer. However, in speaking with the customer, additional troubleshooting was initiated and once escalated internally to our firmware team, it was discovered that our platform was preventing the temporary license plate image from downloading. A fix was implemented and we reached out again to ************** who was able to confirm that the download was finally successful.

  Additionally, the wired plate that was initially shipped was sent back to our ****************** and once we received, a full refund was issued on Feb. 16, 2023.

   

  Customer Answer

  Date: 02/23/2023

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

• Initial Complaint

  Date:02/10/2023

  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.

  Originally bought Reviver Plate in 2022. Tried renewing tags for 2023 but the registration wouldnt update due to defect. Got a replacement plate that is defective and does not display numbers. Was told Id be sent ANOTHER replacement but Im being ignored by customer service. Asked for supervisor and got no response. Very disappointed and would like this issue to be fixed and some sort of credit for paying $75 a year for a plate I havent been able to use for 2 months.

  Business Response

  Date: 02/23/2023

  We apologize to the customer for the issue experienced with the first replacement plate not working as it should and for the delay to get out another replacement out. The most recent replacement was sent out 2/21/2023 and a credit requested was issued. We aim to better support ****************** moving forward. 

• Initial Complaint

  Date:02/09/2023

  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.

  I bought a new car 1/1/23 which had a Reviver digital license plate already installed.The device doesn't work. ********************** support is reluctant to help. They only communicate when I send multiple emails. They keep wanting to repeatedly check settings on my phone, even though they admit they cannot communicate with it themselves. Been going in circles for weeks.

  Business Response

  Date: 02/20/2023

  We offer a sincere apology and a replacement was shipped on 2/15/2023. The agent who mishandled Mr. Chancellor's case was given a written warning. Thank you. 

• Initial Complaint

  Date:01/25/2023

  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 a new car at the start of 2022. In June I purchased 2 plates for my vehicle. In Dec when the registration was due I noticed that one of the plates (my front plate that they registered was deleted from my app and I filed a support ticket). Support let me know that front plates were not allowed in CA so I would need to remove it and save it for a second vehicle after much back and forth I was given approval to return the plate and Reviver sent me a *** label (no box or shipping supplies). I shipped the item back it good condition and received notice that they would not refund me because the item was broken (no pics or support provided and they need to submit a *** insurance claim) they then said they would not return the item because it was considered a voided warranty since I installed on the front of my vehicle (which they knew when they approved the return for mistakenly registering 2 plates on the same vehicle and only notifying me that it was not allowed (and deleting it 6 months later at reg renewal). I acted in good faith at the promise for a return by reviver. I would like the return of my fully purchased plate $233.44 as promised on Dec 8th when I was sent a *** label from Reviver who was fully disclosed of the situation and had received manager approval for the return (hence the return shipping label provided). This is a bait and switch that has left me without a fully owned plate or a refund.

  Business Response

  Date: 08/06/2024

  ****************** returned one (1) plate, but it arrived damaged and had to issue a prorated refund of $107.70. ****************** expected a full refund but we advised her of the why we were unable to complete this. She advised that the plate must have been damaged during transit when it was shipped back to us. To help resolve this favorably for our customer, we filed a *** claim and provided the proof requested. If accepted, we would issue the rest of the refund. Unfortunately, *** did not accept the insurance claim. We helped ****************** as best as possible since we were no longer able to re-use/re-purpose the plate returned.

• Initial Complaint

  Date:11/08/2022

  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 a Rplate from them. They shipped by **** Right now *** confirmed the package is lost and they dont want to send me replacement or refund.

  Business Response

  Date: 11/14/2022

  We apologize to *************. We encountered an unexpected delay within our logistics department but a replacement was prepped last week and officially shipped today via *** Ground. (Tracking #: 1Z61172X0348947158). 

  The CS team should've kept better communication and it will be addressed with the agent handling this case.