Complaints

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

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  Rand McNally

  8770 W Bryn Mawr Ave Ste 1300 14w Chicago, IL 60631-3557

• 

  Rand McNally

  9855 Woods Dr Skokie, IL 60077-1074

• 

  Rand McNally

  PO Box 7600 Chicago, IL 60680-7600

• 

  Rand McNally & Co.

  106 Hi Lane Drive Richmond, KY 40475

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:01/07/2025

  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.

  Sometime in November 2024 I purchased a 1 year subscription to **** *** for my sole proprietorship trucking freight authority to stay in compliance with governing regulations. At this point in time I will be closing my business. I will no longer have the necessity of an ELD or the subscription that accompanies it. I contacted Rand McNally. They implied I will be forced to pay the remainder of the contract. At ***** that's around $700. This is outrageous. Why should I be forced into paying $700 for nothing?

• Initial Complaint

  Date:10/08/2024

  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.

  Bought rand mcnally clear drive 220 bluetooth and it is falling apart.divice should be removed for poor quality.

• Initial Complaint

  Date:08/18/2024

  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 purchased a Cleardryve 220 headset has manufactured defects. The first one I purchased on sale for $147.00 had a defect on charging port. It became lose after a few charges. I return the item to Rand McNally head quarters under warranty. They sent me another headset two weeks after. I did not use the headset often when I got the new one. I used it one day and I gently move the microphone in a pivot motion then it ripped apart while on my head. I had the device laying on my dash of my truck and the brace that mounts the earphones broke. This item needs to be removed from the shelves. It is priced over 200 dollars at most truck stops and Rand McNally. This item is not sturdy enough to be used and not worth the price. I wish I could get my money back but you know, the corporate is all about their bottom line, money. I am very unfortunate and hope the BBB can resolve this in my favor.Thanks for your time on this matter  

  Business Response

  Date: 08/30/2024

  Thank you for reaching out to us about this issue.
  
  ****************** purchased his original headset in April of 2022. All of our devices come with a 1 year manufacturer warranty.
  
  On 4/17/2023 he called us and stated his headset was no longer charging. We setup an ***, a month later he shipped the headset to us and we and sent him a replacement. His warranty expired on 4/20/2023 but since the *** was setup before that date, we still honored his warranty and gave him an extra 90 days with the replacement headset.
  
  On 6/16/2023 with complaints of the headset not charging and demanding we send him an overnight *** label at which point the call was escalated. A supervisor returned the call to the customer, he did not answer and had no voicemail setup. We tried to call him back multiple times with the same results.
  
  On 11/28/2023, over 5 months later, he called us back again.  We setup another *** for him and replaced his headset.
  
  On 6/21/2024 the customer called back again to say he had a broken mic and when he was told the device is out of warranty and we can no longer send out a replacement, the call was escalated again. Once again, a supervisor called the customer back and he did not answer. We were able to leave a voicemail this time with a direct number to that supervisor. The customer did not return that call.
  
  On 7/11/2024 he called back into our customer service line, instead of the supervisor's direct line, where he was told again that his device is out of warranty. This resulted in another escalation. A supervisor returned the call and was able to reach ******************. The supervisor explained the warranty and how it works and advised he was way outside the warranty at this point. At the end of the call, ****************** said he understood and would just go with another brand going forward.
  
  We are not able to refund a device that was purchased 2 years ago. The refund policy for our online store is for 30 days when purchased directly from store.randmcnally.com.The warranty policy is for 1 year and I have listed the warranty terms below.
  
  *******************************************************************************
  
  
  Rand McNally warrants the TND/RVND Products, and the component parts thereof, will be free of defects in workmanship and materials for a period of one (1) year from the date of first consumer purchase.  This warranty may be enforced by the first consumer purchaser, provided that the product is utilized within the U.S.A. or *******
  
  Rand McNally will,without charge, repair or replace (with a new or newly reconditioned unit), as its option, defective TND/RVND products or component parts.  For repair or replacement of defective TND/RVND products, User may contact ************** for return authorization and instructions.  User will be required to provide proof of the date of its first consumer purchase, such as a duplicate copy of sales receipt, as long as the device is not already registered in our system.
  
  Repair or replacements have a 90 day warranty.  If the unit sent is still under warranty, then the new warranty is 90 days or to the end of the original one (1) year warranty, depending which is longer.
  
  This limited warranty does NOT apply: 1) to any product damaged by accident; 2) in the event of misuse or abuse of the product or as a result of unauthorized alterations or repairs; 3) if the serial number has been altered, defaced, or removed; 4) if the owner of the product resides outside of ********** or ******.

• Initial Complaint

  Date:03/26/2024

  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 have an overdrive 8 pro 2. Its last map was updated over a year ago. Since then the device always says there is an update but when I go to update it, all thats available is a small 17 mb pdf file and even that fails to update. There are addresses i need to go to, however the gps says they dont exist. Well I know they do as Ive been there several times in the past year. I have reset it to factory multiple times which hasnt helped. Its about to become a frisbee tossed out the window over the ************************. I have been told I can pay for a SD card update, but why if its lifetime update (life of device). You should probably think about allowing updates via the software. That always seemed to work.

• Initial Complaint

  Date:01/19/2024

  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.

  My Rand McNally ClearDryve Headset suddenly stopped charging. I filed a claim since it was still under warranty. Rand McNally sent me another ClearDryve... this time with a non-functional mic. I filed a new claim and mailed that one back. Rand McNally said they would send another. They claim to have mailed it, yet I never received it. Rand McNally then filed a claim with **** *** claimed they never received the package from them. I emailed Rand McNally and called them several times. They have not responded to my emails. When I call they just say that I have to wait on the *** claim. However, the *** claim appears to have been settled, yet Rand McNally still never mailed me the replacement. The original warranty claim was on August 31st 2023, so this has been going on for nearly 5 months now. At this point I don't even want a replacement as I will never do business with Rand McNally again. I would like a full refund. Thank you.

• Initial Complaint

  Date:01/29/2023

  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.

  I have a *** That is supposed to have lifetime map updates. I had been working a local job And only used the *** in a limited area. Last March I took and over a road job and have since then been trying to update my ***. My *** is listed on their website And I am able to click on the update. I am able to update the operating system, points of interest, the 2/3 split screen for turns, ect. everything except for the map. Again their website says there are updates available for my unit. In early january I was receiving help from a car And she told me that updates are no longer available to me wich nobody else has said since March. What I really want is for the company to stand by What they sold me and update my unit. If this is not possible I want a credit for the cost of my unit towards a new one. Again they sold me a unit with lifetime map update, and now they will not update my unit They want me to buy a new one instead.

  Business Response

  Date: 01/29/2023

  I apologize for the frustration you have with not being about to update your maps. Upon checking your account, it seems that you have the *** 720. This device came out in 2012 which makes it about 11 years old. Lifetime maps is for the life of the device. I have included the terms and conditions for lifetime maps in this message. Unfortunately, like most all electronic devices, at some point, they have to be replaced due to storage capacity or other issues. We are no longer able to repair or update this device and it has been deemed end of life.

  Terms and Conditions
  The Map Updates feature provides for map data to be updated when available, for the useful life of the device originally purchased with this feature. A products useful life is defined as the period during which the product 1) has sufficient memory and technical capabilities to accept updated map data and features, 2) can be operated without major defects or needed repairs. Additionally, Rand McNally will not make updates available for any product that Rand McNally, in its discretion, has designated end of life, which designation may occur at any time after the 36-month anniversary of the launch of the applicable product model.  Map updates are not transferrable to another person or another Rand McNally product. Map updates provided by the feature apply only to the same geographic map data as originally included on the specific Rand McNally device at time of original purchase. Device owners are required to register their device in order to be eligible for Map Updates. Rand McNally may modify these terms and conditions from time to time in respect to Map Updates for previously issued products.
  

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18947401
  
  I am rejecting this response because:the device updates everything except the map. Also your website still has my device listed for being able to update it
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/12/2023

  I apologize, but your device is End of Life and no longer has the capacity to hold any map updates. I understand that you have been able to do other small updates but the size of the map updates are too large for our older device. Please see our terms and conditions for Lifetime Maps below or you can also visit our website to see this information. "Additionally, Rand McNally will not make updates available for any product that Rand McNally, in its discretion, has designated end of life, which designation may occur at any time after the 36-month anniversary of the launch of the applicable product model."

   

  Terms and Conditions
  The Map Updates feature provides for map data to be updated when available, for the useful life of the device originally purchased with this feature. A products useful life is defined as the period during which the product 1) has sufficient memory and technical capabilities to accept updated map data and features, 2) can be operated without major defects or needed repairs. Additionally, Rand McNally will not make updates available for any product that Rand McNally, in its discretion, has designated end of life, which designation may occur at any time after the 36-month anniversary of the launch of the applicable product model.
  Map updates are not transferrable to another person or another Rand McNally product. Map updates provided by the feature apply only to the same geographic map data as originally included on the specific Rand McNally device at time of original purchase.
  Device owners are required to register their device in order to be eligible for Map Updates.
  Rand McNally may modify these terms and conditions from time to time in respect to Map Updates for previously issued products.
  
  
  
  You can see this information on our website here: ***************************************************
  

• Initial Complaint

  Date:09/09/2022

  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 own a 730lm gps. i had called about problems with it freezing, app stop working, restarting on its own while in use. also restarting on its own while in use and then never going back to route. plus other issues. if knew the unit was defective from the start and you would not support it like it said lifetime maps. that part i found out through the Civil suit you just had, also being told by support, i would have never have bought the gps. i had done what was posted by you to fix the problems, it never worked and made my unit worse. i think you should offer something to the people who have the bad units or start to fix the problem and support them again like it was supposed to be. for being a company with your reputation, one would think the products and support would be better

  Business Response

  Date: 09/20/2022

  Hi **************,

   

  I apologize that you have had issues with getting your device repaired. That device, the *** 730, is end of life which means we no longer make these devices. We have no parts to fix them and they are not capable of getting any map updates due to the size of the storage.  The device that we have registered for you has a warranty expiration date of 7/2/2016. We do not do repairs on out of warranty devices since March of 2021.