Complaints

This profile includes complaints for Tile, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tile, Inc.

  1900 S Norfolk St Ste 310 San Mateo, CA 94403-1171

• 

  Tile, Inc.

  2121 S El Camino Real Ste 900 San Mateo, CA 94403-1830

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:02/05/2024

  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.

  Tile has refused to provide a pre-paid return label, despite the issue being a mistake they made. One of their representatives told me if I bought new trackers, I would get 1 more year of premium. This was not true, but I was only told that the statement was false after I received the product. Now they want me to return the product to Tile while also paying the shipping cost for a mistake they made. I end up losing money over their negligence. I have started a dispute with them as they refuse to answer further through email.

• Initial Complaint

  Date:12/05/2023

  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.

  Purchased the Premium plan for $99 which insures items up to $1,000. We lost a ******** key with a tile on it and the location never updated, went to ******** and got a new key for $967.39 and filed a claim. Never received a confirmation from their insurance partner ****** after they took the $99. In fact, ****** has no record of me. Tile is selling memberships supposedly tied to insurance polices that dont exist. Ive gone back and forth twice, both with Tile and ******, and the only solution Ive been given is to contact the other. As someone who has worked with insurance, this isnt legal to sell policies and have the consumer pick up the pieces when there are organizational infrastructure mishaps. I understand mistakes happen and companies can learn as they offer new product offerings, but this experience has been terrible. Ive wasted so much time on this already. Time that I dont have, I just want the claim reimbursed and Ill just steer clear of Tile products and their insurance partner ****** and tell my friends to do the same.

• Initial Complaint

  Date:11/27/2023

  Type:Sales and Advertising 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 received a discount code for 15% off my purchase. There was nothing about restrictions on the text message that I had received. There was also no mentioned of restriction on their web site. When I went to their website to place order, it did not apply the discount on my entire order. When I contacted the company, all they said that the discount does not apply to sale items. There was no mention of this ANYWHERE. This is false advertising and deceitful business practices.

• Initial Complaint

  Date:10/17/2023

  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 bought a sticker tile to locate my TV Remote for when the kids misplace it within my house (common occurrence) and I'm extremely upset that this tile won't connect and now my TV Remote has been missing for days and the tile customer service just told me to wait and see if it connects to any other tile users that come in bluetooth proximity of my house and that my tile must have a hardware issue. I think they should replace my ******* Remote along with a new tile sticker that doesn't have "hardware issues" .

• Initial Complaint

  Date:08/18/2023

  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.

  Had a wallet stolen .Has tile inside of wallet .Wallet pings location. I scramble to track it .When I get to its location according to tile and its tracker information its showing that Im standing over top of it. I do not get a find green light so I can activate the alarm.I have written Tile, three letters thus far and no response. In the meantime, my wallet is running up and down the road which I can see but because Tile refuses to help me my personal information is being compromised.Thanks Tile your one of a kind!!!O , one other tidbit doesnt bother looking for a phone number it doesnt exist..

  Business Response

  Date: 09/05/2023

  We would like to report that our team has tried resolving the matter at hand concerning **************************, who claimed his Tiled wallet was stolen.
  Based on our records, the customer's device is experiencing intermittent connectivity with the Tile. Given that our product relies on Bluetooth technology, any external factors causing interference can impact its ability to maintain a consistent connection, resulting in the customer's inability to access the '****' button. In this situation, our recommendation to customers is to persist in their attempts until a stable connection is established.
  Furthermore, considering the customer's assertion that their wallet has been stolen, we have advised them to promptly report this incident to local law enforcement for their safety and security.
  We acknowledge that we could have provided more precise guidance during the initial contact and are committed to enhancing our agent training to better address similar scenarios in the future. Our dedication to assisting customers remains unwavering, even in challenging circumstances, and we will continue to offer solutions and support to ensure their satisfaction.

  Timeline of events: 
  August 17, 2023 (5:56 am) (Ticket # *******)
  The customer reached out informing us his challenges in locating his Tile. It is not connecting to his Tile app.
  Despite being in close proximity to the wallet, the app failed to display the green **** button necessary for the Tile to make a sound.
  August 17, 2023 (4:26 am) (Ticket # *******)
  
  
  Our agent responded to the customer's complaint, acknowledged the issue and confirmed that the customer's ********************** Slim (2022) named "Wallet" had updated its location earlier that day.
  The agent provided troubleshooting steps and if successful, this would prompt the Tile to play a tune and hopefully resolve the connectivity issue.
  August 17, 2023 (4:50 pm) (Ticket # *******)
  
  
  The customer replied and indicated that his concern was not related to pressing a Tile button. He explained that his wallet, which contained the Tile, had been stolen.
  Despite being within proximity of the wallet's location according to GPS, he was unable to trigger the Tile to ring due to the missing green **** button.
  August 18, 2023 (8:40 am) (Ticket # *******)
  The customer made another attempt to communicate with the company. He emphasized the lack of direct answers and the company's refusal to address his concerns through phone calls.
  The customer explained that timely assistance was crucial for potentially recovering his stolen Tiled wallet.
  
  August 18, 2023 (3:41 pm) (Ticket # *******)
  Our agent acknowledged the customer's emphasis on providing a prompt assistance and explaining that their Tile Wallet had updated its location again.
  The agent clarified that the last location update in the Tile app indicated the last known place the Tile was in Bluetooth range of a mobile device and made a connection. The agent noted the possibility that the Tile's location might have changed since that update.
  She then suggested subscribing to Tile Premium for access to 30-day location history and advised reporting the theft to local authorities for safety.
  
  August 19, 2023 (1:35 am) (Ticket # *******)
  The customer responded with a brief "Lol."
  
  August 20, 2023 (2:53 pm) (Ticket # *******)
  A Tile agent contacted the customer again, appreciating him for staying connected and apologizing for the delays caused by the high contact volume. The agent encouraged the customer to follow the previous steps provided and assured them that the company was working to address the issue.

   

   

• Initial Complaint

  Date:07/16/2023

  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 use a Tile sticker to track my cat. The tracker hangs from my cats collar in a silicone holder sold to fit the Tile Sticker, which it does.My problem is with the alleged range of the tracker, which is 150 or 250 feet. What a joke. Often the Tile app cant connect to the tile when my cat is in my backyard - which is only 50x50 feet in size. When my cat occasionally escapes the backyard (he climbs over the fence, which is why I wanted some sort of tracking device) its hopeless. Out of range is the message I get, I usually find him in a neighbors yard, and since all of our lots are 50 feet wide, the tracker is NOT out of range!This tile tracker sounded like the perfect way to be able to keep tabs on my cat. But it is not. I have had the out of range message until I can actually see the cat, and then finally the tile locates him, which is not how its supposed to work! The two times it did find him outside of my yard, (and I could press find and hear the sound), he was only about 50 or 60 feet away. This limited range makes the tile almost worthless for its intended use. It was advertised as a way to keep tabs on ones pet. And that sounded good, but when it goes out of range at any distance over 50 feet, its practically useless. But can I be the only user whose ********************** tracker has such a limited range? Have other users reported this issue?

• Initial Complaint

  Date:04/14/2023

  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.

  they refuse to refund my money for a defective product

  Business Response

  Date: 05/02/2023

  We appreciate that you brought this case to our attention. We can confirm that this matter with ***************************, who requested to return their Tile order for a refund with a return shipping label, has already been resolved. 
  ***************** raised a concern about their Tile that was not working and wanted to return them for a refund. We explained to the customer our return for refund  policy. We also offered to go through some troubleshooting steps in order for us to determine where the issue is coming from. 
  We understand that this issue was a hindrance to a better customer experience, thus, we were happy to process the *** along with the return label to be sent to her to return the original Tile order and the warranty Tile replacement.
  Moving forward, we will ensure that we are able to provide to the customer our return and refund policy and reach out to management if we need further assistance. 
  

  TIMELINE OF EVENTS:

  April 6, 2023 (05:20 PM)(Ticket #: 3563947)
  Customer contacted us via chat regarding the Tile being damaged. They purchased their Tile to our website on March 3 under the sales order number SO5699140. Tile was activated on March 16 named Keys. The customer wants to be assisted via phone call however the agent advised that we dont have a direct phone number and all calls need to be scheduled. The customer threatened that they will be going to file a BBB complaint. Agent provided troubleshooting steps to make the Tile work. After confirming that the Tile is not playing a tune when pressed twice and customers dont want to replace the Tiles battery. Agent was able to process a replacement Tile Pro 2022 with EFFA under the sales order number SO5727346 and advised the customer on how to return the defective **********************.
  April 13, 2023 (10:43 AM)(Ticket number: 3566755)
  Customer contacted us again via chat and requested to call her, however the agent advised that we dont have a direct phone number and all calls need to be scheduled. But the customer insisted on scheduling a call and mentioned that they will be going to file a BBB complaint. Agent scheduled a phone call for April 14 at 11:30 AM PST.
  April 13, 2023 (11:21 AM) (Ticket number: 3566779)
  Customer scheduled a phone call at 11:30 AM using the phone number **********
  
  April 14, 2023 (12:20 PM) (Ticket number: *******)
  Agent called the customer regarding the return of the ********************** order under the sales order number SO5699140 that was processed on March 3. Customer is having an issue with Find Your Phone, the agent offered to run some troubleshooting steps but the customer declined and insisted on having their Tile order to be returned for refund. Agents educated the customer about the return policy which is within 30 days from the purchase date. Customer insisted on returning the item and requested to have a return label because they didnt want to be charged for the return shipping fee. Customer then asked for the corporate office address to file a complaint. The agent informed the customer that we only had the warehouse address where they can return the Tile.
  
  April 14, 2023 (12:42 PM) (Ticket number: 3566779)
  Agent sent a follow-up email with the *** number Rtn207602 along with return instructions.
  April 14, 2023 (12:50 PM) (Ticket number: 3566779)
  Agent escalated the issue to a higher level of support asking for approval to generate the return label for the return Tile order of the customer. The higher level of support asked if they will be going to return the original Tile order as well as the replacement Tile. Agent confirmed that the customer will be returning both. The return label was subsequently approved and created.
  April 15, 2023 (01:04 PM) (Ticket number: 3566779)
  Customer replied via email that this is unacceptable
  April 15, 2023 (04:57 PM) (Ticket number: 3566779)
  Agent sent a follow-up email to the customer attaching the return shipping label and informed the customer that they needed to return the original Tile order as well as the warranty replacement in order for us to process the refund. We also informed the customer about the return and refund process
  April 16, 2023 (06:50 PM) (Ticket number: 3566779)
  The customer responded to the email saying that they already returned the Tile order.
  

  Customer Answer

  Date: 05/02/2023

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/16/2023

  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 4 tile tracker bundle to include a 1 year Premium subscription and they charged me for the subscription but never shipped the tiles. I attempted to ask for a refund and was denied. I was told to use the subscription for the year but it is useless without the trackers. I was then told to purchase the bundle again which only insults for them to charge me for another subscription even though I already paid them for one.I was told they do not have a number to call and no one but the work from home employee who has all the right to deny you arbitrarily. They will not refund anything and they will not allow an escalation to a supervisor.

  Business Response

  Date: 07/10/2023

  TILE RESPONSE TO ***********************

  Summary:

  We appreciate that you brought this case to our attention. We can confirm that this matter with ***************************, who requested a cancellation and refund of his Premium subscription, has already been resolved.

   

  ************** contacted us about receiving a charge for his Premium subscription. He also requested for a cancellation and refund of his Premium subscription. We immediately processed the customers cancellation and clarified that we were unable to ***** the refund as it was passed the refund policy.

   

  We understand that this restricts a good customer service experience, thus, we are glad to process the customers refund. With that said, a refund of $31.97 has been credited back to the customers account.

   

  Moving forward, we will make sure to clarify the refund policy regarding the Premium subscription and reach out to management if we need further assistance.

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 19611509
  
  I am rejecting this response because:

  The refund was requested because you subscribed me to a Tile service but never shipped me the very tiles you were to be monitoring.  How can you refuse to refund my money if you cannot fulfill the service?  Had they shipped me the Tiles then their would be no reason to cancel and request a refund.  This could have had a better outcome if you did not refuse refunds without seeing you were at fault for the entire transaction.  No one would be for alarm monitoring if they were not given the alarm equipment being monitored.  That is what you did.

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

  Business Response

  Date: 07/10/2023

  I would like to apologize for any confusion and misunderstanding. The subscription has indeed been refunded last March 17, 2023. This has been communicated to ************* via email. Shown on the attached file. The refund was processed via their original form of payment which is via Paypal. The refund invoice is also  attached.

  To add ************* is now subscribed again with a 1 year Free trial subscription which is not possible if the 1st subscription was not cancelled and refunded.

  We appreciate ***************** subscription and use of Tile and again would like to extend our apologies for any confusion.

  Customer Answer

  Date: 07/12/2023

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/25/2023

  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.

  I lost my wallet which is associated with a tile in my tile app. I marked it as lost late december and waited the alotted 7 days as I pay for a tile subscription that gives me an item reimbursement up to $100 When I try to finish the claim it says "runtime exception error", see below.Seems like Tile doesn't actually want people filing claims when their items get lost. The tile was able to be located but not before someone took the item.Please process my reimbursement or at the very least process my claim to Xcover.

  Business Response

  Date: 02/13/2023

  Thank you for bringing this to our attention. We can confirm that this matter with *********************, who was not reimbursed for a lost item is being addressed. 
  Upon investigation, it appears that there was a system issue during the time the claim was submitted. The issue is still being investigated.
  Tile understands that this type of situation happens. To resolve the issue, Tile has offered to refund $100 to the customer to compensate for the lost item.
  To avoid any dissatisfaction from our customers in the future, we will ensure that our ************* Representatives properly explain how the Item reimbursement works and assist the customer to an amicable resolution.
  
  

  Timeline of events: 
  January 25, 2023 (5:29 am) (Ticket # *******)
  The customer has tried to reach out via chat but we were not able to assist due to the high volume of chat contacts.
  January 25, 2023 (05:29 am) (Ticket # *******)
  The customer made another chat request. He informed us about his lost Tile named ****** that was lost 7 days ago and that hes unable to file a claim for Item Reimbursement as hes getting an error.
  Given all the information, the agent suggested that he contact Xcover.com for further assistance.
  January 25, 2023 (05:50 am) (Ticket # *******)
  The customer chatted again informing us that he had lost his wallet in December 2022 and waited 7 days to try to locate it. He was able to find the Tile but the wallet was not found. He then mentioned he is still unable to file a claim for Item Reimbursement.
  The customer was asked to try again but got an error upon filing a claim. Thus, the agent referred  the customer to Xcover.com but the customer no longer responded.
  January 25, 2023 (07:05 am) (Ticket # *******)
  The customer made a follow-up email informing us that he got an error via the Tile app when he tried to submit his reimbursement request. A screenshot was provided for additional proof.
  January 25, 2023 (08:09 am) (Ticket # *******)
  The agent then sent a follow-up email asking the customer to respond in the event that he still needs assistance. The customer responded and confirmed he still cannot submit a claim for Item Reimbursement as it keeps on showing an app error. He then requested to have his claims submitted on his behalf.
  We then advised the customer to uninstall and reinstall his ********************** app and try filing a claim again. Customer responded to the email saying the same error has been encountered. After a few exchanges of emails, the agent informed the customer that his concern will be escalated to a higher level of support.
  January 25, 2023 (01:46 pm) (Ticket # *******)
  A high-level support agent sent a follow-up email asking the customer to do additional troubleshooting steps and offered a credit for his subscription via PayPal. Customer declined the credit, telling us he does not have a PayPal account and that he just wanted his lost wallet reimbursed by $100.
  
  
  January 26, 2023 (01:23 pm) (Ticket # *******)
  The high-level agent explained that Item Reimbursement claims are handled by Xcover.com and that the credit is a form of compensation due to inconvenience.
  January 26, 2023 (01:25 pm) (Ticket # *******)
  The customer now asked how much would the credit be and if another refund platform like Venmo or an issued check can be used.
  January 27, 2023 (09:23 am) (Ticket # *******)
  The customer sent a follow-up email to ask for an update of his Item Reimbursement claim and if we can submit the claim on his behalf.
  January 29, 2023 (11:03 am) (Ticket # *******)
  We then advised that our system engineers are investigating his issue, we needed additional troubleshooting, and that we needed his PayPal account information for the credit of his subscription.
  January 29, 2023 (12:15 pm) (Ticket # *******)
  The customer again asked for the credit amount.
  January 29, 2023 (01:49 pm) (Ticket # *******)
  We advised that the credit amount is $2.29 as equivalent to a 1-month subscription.
  February 1, 2023 (09:01 am) (Ticket # *******)
  Customer is fine not receiving the credit and that he does not have a PayPal account.
  February 1, 2023 (09:29 am) (Ticket # *******)
  The customer mentioned that he already completed the requested additional troubleshooting steps.
  February 1, 2023 (09:29 am) (Ticket # *******)
  He submitted a diagnostic report.
  February 3, 2023 (06:33 pm) (Ticket # *******)
  The customer asked for an update and when will he be able to make a claim.
  February 10, 2023 (11:20 am) (Ticket # *******)
  Tile ************* superviso/r offered a $100 refund to the customer as a compensation for  the lost item.

• Initial Complaint

  Date:12/09/2022

  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 bought three items and wanted to return one. Per their instructions, I contacted support and asked to return an item. The auto support reply said I'd get a response within 24 hours. Four days later, I still had no response so I contacted support again. They said that they would only accept a return of all three items, not one. Nobody could explain why, and nobody would put me in touch with someone to explain this. I asked to be called but there's no phone support - only chat and email. I asked to get contact info so that I could file a complaint, and I received no response. Honestly, I'd probably be happy if a human would have called me to explain why I can't return an item. Instead, they've lost a customer.

  Business Response

  Date: 07/10/2023

  TILE RESPONSE TO *********************************

  Summary:

  Thank you for bringing this to our attention. We can confirm that this matter with *************************************, who wants to return part of his order, has already been addressed.

   

  Upon thorough investigation, it appears that ************************** wants to return one Tile from his order. The ************* Representatives were able to educate the customer about our return policy being partial returns not eligible for refund (Tile 30-Day Return Policy).

   

  ************************** agreed to return the whole order and we were able to provide the *** number with the instructions on how he can return the order.

   

  Tile understands that some of our customers want to do partial returns. We have our Returns Policy in place to ensure that the amount of the refund matches the order to achieve balanced entries.

   

  To avoid dissatisfaction from our customers, we will ensure that our ************* Representatives are able to explain the idea behind our policies.