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:02/01/2023

  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 had an offer on 2/1/2023 of a free tile with free shipping since I upgraded my membership to gold. The said they needed my banking information and it stated "don't worry you won't be charged" as soon as the information was entered I was charged for the tile and the shipping. I tried to contact support and they said I would get a reply in 24 hours. This afternoon I contacted online chat (I have the online chat transcript). He asked me for information and when that information was provided he then said he needed screenshots. I asked for a refund and the solution was that I can send it back and get a refund. They want me send the tile back - that was advertised as free - in order to get my money back. The chat did indicate I should hear from a supervisor within a business day.

  Business Response

  Date: 02/10/2023

  Thank you for bringing this to our attention. We can confirm that this matter with ***********************, who was charged for the Free Tile for membership despite using the Free Tile code provided, has been addressed. 
  Upon investigation, it appears that the customer failed to apply the code properly on the site link provided. 
  Tile understands that this type of situation happens. To resolve the issue, **** has refunded the $32.08 charge which is the whole amount of the order.
  To avoid any dissatisfaction from our customers in the future, we will ensure that our ************* Representatives properly explain how the Free Tile *********** and assist the customer to an amicable resolution.

  Customer Answer

  Date: 02/13/2023

  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.
  This company made this process as difficult as they could. The next to the last email indicated the matter was resolved and I replied that they had not resolved anything and I had provided all requested documentation and they still refused to refund the fraudulent charges. I dealt with three different representatives. The final rep was the one to finally refund the item price and shipping after 10 emails.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/20/2023

  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.

  I am a paid subscriber for Life360. It has been experiencing technical difficulties for the past several weeks, so Im not getting what I pay for at all. I have reached out to the company several times asking for compensation, yet they have never responded. I tried to call their number (that I only found due to BBB) to no avail. This is unacceptable. Please help.

• Initial Complaint

  Date:01/02/2023

  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 have the gold plan membership, with the app Life360 and my daughter ******* was in a wreck today. Her car was totaled, the airbags deployed, and not only did I not get a notification, but emergency services were not called, and the app doesn't even show she wrecked. No hard braking, no acceleration, no speed or nothing. It just looks like she was parked around an intersection for about 30 minutes. All these years, I have paid for this because I felt safer, and it doesn't even work when it's needed. When I filled out the form required the response I received had a list of criteria that must be met for the app to work in a crash. Even though crash detection says it is on. All of the criteria were met such as above required speed, vehicle in motion for a certain amount of time, vehicle stopped for a certain amount of time and so on. I have been paying for a service that is not provided and I should at the very least be refunded for all of the payments that I have made thinking my kids would be okay in a wreck with myself and emergency services being contacted. I think everyone should be aware of this false sense of security this company is peddling.

  Business Response

  Date: 01/04/2023

  While Life360 cannot detect every type of accident, we understand this customer is upset that their accident was not detected. We have issued the requested refund.

• Initial Complaint

  Date:12/31/2022

  Type:Product 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.

  I paid 4 a full gold(ms)on Nov 6. Dec 4 I upgraded to platinum. My child's phone was stolen& I reached out for help, I was told that the upgrade I did cancel my gold(ms)even though(no refund was issued for the 2 days left) which meant I wasn't active for 30 days straight but according to their (FAQ), it said Stolen Phone Protection provides:$100 for Life360 Silver members $250 for Life360 Gold members $500 for Life360 Platinum members Members are limited to one claim per year, per Circle. Stolen Phone Protection is available after the first thirty (30) days following enrollment in the applicable membership plan, for subscribers with current plan memberships in ***************** and with at least two actively linked members on the account.To be eligible for Stolen Phone Protection: Your Life360 membership must be in good standing (e.g., no past due amount, collections, or defaults on the Life360 Circle administrators account)??Your account must show location history for the stolen phone for the past thirty (30) days??A police report must be filed for the stolen phone??Claim forms must be submitted, along with the police report, within fifteen days (15) of the phone being stolen.??I gave them all that. All I did wrong was upgrade & got rewarded with no monetary help for my child's stolen phone on Christmas day I'm disappointed ?? This is the email I got NOWHERE ON THE *** OR IN FAQ DOES IT SAY WHAT SHE EMAILED ME *************************************** (Life360 Auto Solve)Dec 30, 2022, 7:49 AM PST Hi *****,I can understand why you have followed up on this issue. Keep in mind when you upgrade to a higher membership your previous plan automatically expires. Your Platinum membership is active and must be active for 30 days to make a claim for Stolen Phone. For this reason, you are not eligible for a claim with your Platinum membership Please see the terms of use for Stolen Phone Protection If you have further questions do not hesitate to contact us.Have a great day ******** Life360 ************* ********************** *****''Dec 29, 2022, 9:17 PM PST That's ******** I could understand if I didn't have the gold membership then I up graded to Platinum my membership NEVER lapsed like I still deserve something

• Initial Complaint

  Date:12/10/2022

  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.

  Jiobit/Tile/Life360 will not cancel my monthly auto-billing and has not refunded my past billing. Their product became obsolete and does not work yet they still bill me. I first brought the issue forward on Sep 23 2022 but they ignored my chat log and request. They have to refund August, Sep, Oct, Nov, Dec payments and stop billing me. To reiterate I haven't used the product since August because it is unusable, and the company recognizes this on their website.

  Business Response

  Date: 12/19/2022

  Thank you for bringing this to our attention. We can confirm that this matter with this customer, who was charged with his Jiobit subscription despite requesting a cancellation, has already been addressed. 
  Upon investigation, it appears that the customer failed to respond when we initially contacted them back. Since theres no response, the ticket was automatically closed after 3 days and the subscription continued. 
  All Jiobit first generation devices were canceled on August 1st, however, it looks like this device was reactivated and that is why more charges occurred.
  This was resolved by canceling the subscription and processing the refund for the charges made from August to November amounting to ****** USD.
  To avoid any dissatisfaction from our customers in the future, we will ensure that our ************* Representatives understand that if the customer reached out and requested to cancel the subscription, they should cancel it right away. 
  
  

• Initial Complaint

  Date:11/29/2022

  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.

  Can't get them to cancel

  Business Response

  Date: 11/30/2022

  We would like to help this customer to cancel the subscription and provide the refund. We reached out on 11/28/22 to provide steps on how to cancel the subscription they have with ****** Play. The customer wrote back saying this is fraud and the cancel steps don't work. We wrote back again and asked for more info as to what isn't working and provided additional steps to help find the subscription with ****** so they could cancel. We replied again on 11/29/22 to give more specific info about the order ID number from ****** needed to help cancel the subscription. The customer does not appear to want to find that ****** order ID number and told us they were filing a BBB complaint and going to their bank to get their money and get this canceled. We would like to be able to help this customer cancel and refund their money, but we need to have the order ID from ****** to do this. We are not able to find this number ourselves. We recommend the customer contact ****** for more assistance and let us know the order ID so we can help. Thank you.

  Customer Answer

  Date: 11/30/2022

  the subscription is no longer on ****** so I can't provide the numberComplaint: 18476334
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/30/2022

  We see the customer's response stating "the subscription is no longer on ****** so I can't provide the number".  Our system shows the subscription was paid via ****** Play. We are not aware of how a subscription could be moved from ****** to another place. This is not possible.  We recommend the customer find the original ****** order ID number that looks like this;  GPA-****-****-****-*****..0  (substitute the actual numbers where the * appears in the string). With this Order ID number, we can cancel and refund the subscription. If the customer cannot find this number, we recommend reaching out to ****** for assistance. We want to help, but we cannot without the Order ID.  Thank you.

  Customer Answer

  Date: 11/30/2022

  There is nothing listed on  ****** for it at all.  You should be able to cancel it from  the payment copy I sent you it's all I have Complaint: 18476334
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/01/2022

  The last message here from the customer provided the correct receipt for the purchase. The receipt showed that a different email address was used for the purchase. We were able to look up the subscription using the provided email and order ID number, cancel it, and refund as requested. If the customer has more questions or concerns, please reply to the support ticket email that was sent today. Thank you.
  

• Initial Complaint

  Date:11/05/2022

  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.

  Life360 has charged me $9.99 multiple times this year, never on the same day each month, theyre completely random charges. I only have a gold membership which is $14.99 monthly. I want to know what im being charged for and id like the total amount refunded. I dont have any other life360 accounts or memberships. When i tried to contact them multiple times, i never got a response. Ive looked into my past subscriptions and none of them were $9.99 and ive cancelled all other subscriptions.

  Business Response

  Date: 11/14/2022

  We replied back to this customer on 11/5, 11/7, and 11/10 asking them for more billing info so we could resolve the issue. The customer has not replied to any of our messages. If the customer still needs help, please reply to the support ticket so we can help. Thank you.

• Initial Complaint

  Date:11/02/2022

  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.

  Ive had a membership with this company for the last 2.5 years. In august my daughters phone was stolen, when I realized I was able to file a claim and be reimbursed they refused to help me claiming that I downgraded my membership in October (only ** they realized their price) they would not allow me to file the claim to be reimbursed. They have terrible customer service, I asked 5 times via email to have a supervisor contact me to discuss and they ignored my request

  Business Response

  Date: 11/03/2022

  The customer made a Stolen Phone Protection claim on 10/30/2022 stating the phone was stolen on 8/23/2022. Per the Terms of Use for the Stolen Phone Protection benefit claim must be made within 15 days of the phone being stolen. This was not done. Additionally, a member's paid subscription must be 30 days old before being eligible for a claim. The membership subscription for this customer was just started on 10/18/2022. This also makes it ineligible to claim the benefit. For this reason, in addition to the claim not being filed within 15 days, Life360 has denied the claim. For reference, see the Stolen Phone Protection Terms of Use; https://support.life360.com/hc/en-us/articles/360050524733-Stolen-Phone-Protection

• Initial Complaint

  Date:10/23/2022

  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 received a notice from Apple that Life360 is raising my monthly rate from $2.99 to $7.99 next month! I have not heard from Life360 with an explanation or with options. The link in the Apple communication (attached) directs me to my subscription for more information - I checked my subscription and there is no additional information. I would like to receive a formal communication from Life360 regarding this.

  Business Response

  Date: 10/27/2022

  Life360 contacted the customer as requested and answered the questions on 10/24/2022. There has been no follow-up or reply from the customer so we assume the issue is resolved. If the customer needs more help, please reply to the support ticket. 

• Initial Complaint

  Date:09/24/2022

  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 started my free trial for a gold membership in April of 2022 since may of 2022 until current I have been charged $9.99 plus tax 3 times a month each month. I would like to be refunded 2 of the charges dating back to when this occurred and all 3 charges for this month because I attempted to cancel my subscription before I was billed and this is how I found out this was happening. When I attempted to cancel my subscription I was still charged for the other hidden subscription charges.

  Business Response

  Date: 10/03/2022

  While investigating the issue, we noticed that the charges have already been refunded. We reached out to the customer to verify but have not received a reply from the customer to our email dated 9/29/2022. If the customer needs more info or wishes to discuss further, please reply to the support ticket. Thank you.