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:06/22/2024

  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.

  * August 2022 * $40000.00 * A car security service that involves GPS tracking of vehicle.* Their GPS device in the car does not work, thus not providing accurate GPS location.* They have not tried to solve the problem. I have a long email conversation where they respond after a long time but don't follow through.

  Business Response

  Date: 06/26/2024

  Dear ****************,
  
  We sincerely apologize for the inconvenience you have experienced with the AVAS system. We understand your frustration, especially given the importance of accurate vehicle location information for your security needs. AVAS generally is not responsible for the warranty replacement of a system, the warranty coverage is typically handled by the selling Dealer. The reason for this is because the system was purchased directly from the Dealer, it wasn't purchased directly from AVAS.

  
  However, we fully recognize the importance of addressing this issue promptly and effectively. We have reached out to the selling Dealer to ensure this matter is rectified in a timely manner. To provide you with immediate assistance we have offered our in-home support service, which you have kindly accepted. We coordinated with the dealer, who has communicated with you directly and booked an appointment to resolve the issue. We regret any delays and lack of follow-through in our previous communications. Please rest assured that we are committed to improving our service and ensuring your complete satisfaction.

  
  We appreciate your patience and understanding as we work to resolve this matter. Thank you for bringing this to our attention, and we hope to restore your confidence in our services.
  
  Sincerely,
  *******************
  Customer Service Manager
  **********************

  Customer Answer

  Date: 06/26/2024

   I am rejecting this response because:
  
  AVAS has not been able to make an appointment to fix the issue. The rep said he would send an installer to my residence but has failed to do so. Glendora Chevrolet does not have the ability to send installers, they say. So, the response by AVAS is false, they have not scheduled an appointment to send an installer to my residence.

  Business Response

  Date: 07/01/2024

  Hello and good day Mr. ******,

  It's our understanding per your request with the Dealer you originally purchased the AVAS system from that you elected to have our install team perform a remote install at your place of residence, versus having the warranty work performed by the selling Dealership.

  I have also confirmed with our tech support team and our remote installer that you have an appointment scheduled for tomorrow on July 2, 2024 between the hours of 8:30am - 9:00am PST. I am not sure if their is any confusion on our part, as I show you rejected our last BBB resolution reply?

  Please advise, if something has changed or if this is correct and we can mark this matter as resolved.

  Sincerely,

  *******************

  Customer Answer

  Date: 07/04/2024

   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.

  I rejected the first install appointment because it was at the dealer. That was not what AVAS had offered as a resolution. They had offered a remote installation, which has finally been done after a year of my attempts at resolving this. 

• Initial Complaint

  Date:02/15/2024

  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.

  I have not received a full refund for the order of #******** I have been told numerous times by this company and it has not been I also have bank statements that proves that it has not

  Business Response

  Date: 02/15/2024

  Hello and good day, we do not show this individual on file in our system? We also do not use order#'s at our organization. We believe this individual has the wrong company. We have seen this happen in the past were people confuse our company with another organization that sell flowers online. Our company sell GPS Tracking to automotive dealerships throughout *****************. Please let us know if the individual either has the wrong company and/or if they have their account is under another name at our company so we can further investigate. Thank you...

  Regards,

  AVAS GPS Tracking

• Initial Complaint

  Date:04/25/2023

  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.

  4/23/23
  Avas 60 months theft deterent system GPS $747
  This product sold to me does not work.
  
  AVAS offers everyday drivers a way to autonomously connect their vehicles with businesses nationwide, while securing it 24/7.
  Statement is false advertising. This product does not secure my vehicle 24/7 as it's GPS tracking and app does not secure and alert where my vehicle is 24/7. It did not alert me one time over the past 24 hours when the car left 3 different security zones set at different times of the day.
  
  As you can see from the several complaints over the years and until now they have not fixed the GPS tracking device and it's app.
  
  I would like a refund for this dealer add on that does not provide the service it is being sold for. It should not be legal to sale and say they can't take it off since it is installed already. This is a untrue statement as it is a plug and play device that can be easily disconnected.
  I

  Business Response

  Date: 04/27/2023

  Dear BBB Representative,

  
  We would like to respond to the recent complaint filed by our client *********** ******** about the Avas 60 Months Theft Deterrent System GPS. We sincerely apologize for any inconvenience or frustration experienced by our client and appreciate the opportunity to address their concerns.

  
  Please find below a timeline of events for your reference:
  The client registered their account on April 23, 2023, at 12:53 pm PST.
  It appears the first zone triggered on April 24, 2023, however, the client did not receive the alert notification.
  The client reached out to AVAS Support on April 25, 2023, at 9:38 am and was placed into our Support Queue.
  On April 25, 2023, at 10:28 am, the client submitted a negative review on the Google Play Store.
  On April 25, 2023, at 11:47 am, our Support Team reached back out to the client once their support request was next in line to be worked on. Our response time was within 2 hours and 19 minutes. Our standard response time is 1-2 business days for all consumer support requests.
  On April 25, 2023, we continued to work with the client on trying to resolve the issue and have records of the conversations in our Support Desk. Our support team requested additional time to resolve the issue with our app development team and informed the client that we would be in contact with them once we heard back from our app development team.
  By April 26, 2023, at 5:46:55 AM PST, we received notice that the client submitted a complaint to the BBB.

  
  We would like to emphasize that our team is dedicated to providing the best customer support and resolving any issues as quickly as possible. In this particular case, our response time was well within our standard response window. Additionally, we are actively working with our app development team to investigate and resolve the issue faced by the client.
  While we cannot admit to any wrongdoing, we are committed to working with the client to address their concerns and reach a satisfactory resolution. We kindly ask for your understanding as we continue to work towards resolving this issue.
  Please don't hesitate to reach out to us if you have any further questions or require additional information.
  

  Best regards,
  *** ******
  COO
  AVAS LLC
  
  

   

   
  

  Customer Answer

  Date: 04/27/2023

   I am rejecting this response because:
  This service is not 24/7 security for my vehicle. It does not work at all like it should. I tested again today after they said it is working. Yes there techs did a great job fixing my security zones that I created two days ago. But it still does not work with new security zones. I went to the grocery store today. Set the new security zone. I was in and out after around 10 minutes. After I left the security zone there was no alert. Also the vehicle Location was still at the grocery store. As you can see it alerted me that I arrived home with no alert of leaving Ralph's security zone. This service does not work as it should. Whatever they did on their end to fix my security zones I set a few days ago near my house set the alerts off. How about if I go to a concert, or public event and set a new security zone. My car is not safe at all. It will not alert me if my car is moved out of the new security zone. THE DEVICE AND SERVICE OF AVAS DOES NOT WORK LIKE THEY ADVERTISE AS 24/7 SECURITY. 
  
  

  Business Response

  Date: 05/01/2023

  Dear BBB,

   

  We apologize for any confusion the client may have experienced with our AVAS system or GPS tracking. After a thorough assessment, we have found that there are no issues with the unit. However, we understand that these technologies can be complex, and we acknowledge that there may be a knowledge gap in terms of how they operate. We would be more than happy to provide the client with a detailed explanation of how the system works, and address any questions or concerns they may have. We will be more than happy to speak with this client as we have already had plenty of contact with him directly. We have also highlighted a complete explanation below of how the system works and the reason he is claiming that the system does not work. This is quite simply a misunderstanding of how GPS systems work in general and we understand that further explanation might help out the situation. 
  
  
  If the client sets up a zone for the first time while the clients vehicle is within it, the vehicle has to report at least one time within the zone to know the zone was setup. This only happens the first time when setting up the zone while the vehicle is within the zone. If the zone is setup with the vehicle outside of it, this will not be an issue. 
  
  
  Generally the clients vehicle will perform an ignition on while within the new zone, but if the zone is too small and the vehicle doesn’t have a chance to report the ignition on while in the zone for the first time it won’t trigger as it didn’t recognize it was setup. However, moving forward it will work when the vehicle enters or exits the zone.
  
  
  In order to alleviate this issue, we recommend clients create there zones to be around 500ft. in diameter. or larger if creating a zone while the vehicle is located within that zone. While you can create smaller zones in the app, there is risk that on the first time alert that it won’t trigger due to it not having a chance to report an event while within the newly created zone.
  
  
  We have confirmed the client is receiving the alerts and that their system is properly working. It appears this is a simple confusion of how the product works. 
  
  
  Lastly, in regards to 24/7 security, this comment is stated on our website because the client has access to our 24/7 stolen vehicle recovery call center that can locate the vehicle on demand in the event of a vehicle reported as stolen.