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Business Profile

Electronics and Technology

Digitrax, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronics and Technology.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/25/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My entire model train track is controlled by Digitrax products. I have at least $2500 invested in their hardware. Sometime in 2023, I started having issues with a specific Digitrax device called BXP88. The devices would eventually start smoking, spark, get very hot to the touch, and ultimately fail. This happened to me at least 5 times. When I contacted Digitrax for support they would only offer to repair the BXP88s. I had them repair at least one, possibly two BXP88s. Both repaired units also failed. The MSRP of the BXP88 is $180. They have since released a new product with similar functionality called the PM74. I purchased 5 PM74s. Each one of them failed in a period of minutes to weeks. Again, the repaired units also almost immediately failed and Digitrax only offered to repair the units. The MSRP of the PM74 is $109.00.

    I've opened 8 service tickets with Digitrax. I was led to believe I was the only person having these issues and that I'd caused the failures. I believed them until I ran across a series of YouTube videos by a fellow enthusiast named Richard Dutch where, over the course of a year, he experienced all of the same problems and stepped through all of the same troubleshooting steps. These videos can been seen at the link below:

    ************************************************ 
    Earlier this week I opened an additional ticket seeking compensation for my 3 failed BXP88s and 5 PM74s. The declined and only offered repair. I requested information regarding why the components are failing. Their response was "I do not have the information you seek." and locked me out.

    I would like Digitrax to compensate me for the 8 failed devices I currently have at MSRP which is a total of $1085. Additionally, I would like to be compensated for my time troubleshooting and dealing with Digitrax. I have a consulting business where I charge $50 an hour. I will generously say I've only spent 10 hours troubleshooting for $500. This makes a total compensation of $1585. 

  • Initial Complaint

    Date:03/28/2024

    Type:Product Issues
    Status:
    Unanswered
    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 February 22 of 2023 I purchased a Digitrax DN163K0b Plug and Play Decoder from Iron Planet Hobbies. Their return policy is to contact Digitrax if there is a problem with one of their items.
    I went to install this in the model this decoder is made for, a brand new Kato F3 and while the decoder installed the LED is too short to put the simulated cab interior back in place. The bulb needs to end all the way to the front.
    I contacted Digitrax by email the week of 3/17 and after a few days received a reply from Nate S. on 3/27 to extend the leads for the bulb myself, If I do this (which I cannot as I do not know how) I void the warranty on the decoder because...it's been altered by the buyer.

  • Initial Complaint

    Date:02/21/2023

    Type:Product Issues
    Status:
    Unanswered
    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 send a product to Digitrax for warranty repair. When they shipped back, the padded envelope only had paperwork and no repaired product. When I contacted them for resolution the contact (Donna H.) said the product was included and there was nothing more they could do for me. I had to eat the full cost of their mistake.
    Invoice Number: 0138651-IN
    Order number: 0095621

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