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:07/30/2024

  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.

  On July 12, 2024, I purchased a 4G Tracipet with 12 months of included services. July 13 $206.08 was applied to my credit card. July 12. I receiv3d an email from ************************* providing ne with an order number and paid invoice.July 19, 2024. I emailed **** asking for an update on my order. No reply. Friday July 26, spoke to lady she said she would email me on Saturday with an update. Today- Monday July 29, 2024 I called again spoke with customer rep ******* Wanting to know where my order is and wanting to cancel it and get a refund after being on hold on and off for 20 minutes and 12 seconds . ****** came back on saying there's nothing in the system for me. So again I gave all info and even forwarded the email I received. And now demanding I want a refund. Which he said he's unable to do until management decides. I said there's no decision cancel my order and refund my credit card. He because abrupt and said he will email me when he knows something and ended the call

  Business Response

  Date: 07/30/2024

  This item was not purchased from Trackimo or Tracki rather from an individual named "****************".  There is no employee named ****************.   I suggest that the consumer reach out to where she purchased the product from.

• Initial Complaint

  Date:08/07/2023

  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.

  Amount of money paid: $240 Date of Transaction: January 3rd, 2023 Business provides:Tracki sells tracking devices which you can place in vehicles to monitor movement. ************ boasted advantages on superior battery life, postponing service during the months you dont need, and most importantly, accurate tracking no matter where you are, as they utilize both cell towers and satellite. Nature of dispute:Fraudulent representation to consumers Deceptive advertising Predatory sales practices ************ provides fraudulent representations to consumers, device does not function, non-delivery of services, delaying refunds, advertising on their company falsely about being able to pause or cancel their service at any time, refusing to return customer calls, and refusing to honor refunds after attempting to come to a resolution with the company. Tracki deceptively told me that I could contact them at any time during my service and pause your service. Instead they will accidentally disconnect calls. Their devices would stop updating for HOURS to DAYS at a time (see example photos). Device movement monitoring would never function, the device would need constant troubleshooting (which consists of only turning the device on and off) to get it working again. They were always extremely aggressive in asking me to purchase additional units, additional batteries, expanded battery pack for more battery power, and even sent me one new device IF I would purchase their 2-year service.Resolve issue:I purchased a 2-year plan on their recommendation for $240. April 2023, I contacted Tracki when I noticed the device was not working. I request a refund, where Tracki apologized and said they would proactively refund my account $179.25 dollars for the 1.5 years I havent used (see email copy). The refund was never issued. When I recontacted them I could hear people in the background laughing, with the company saying, We arent refunding you, and hung up.

  Business Response

  Date: 08/11/2023

  August 7, 2023: supervisor reached out to ********* customer, who is associated with a verified PayPal account, conveyed that there had been a discussion regarding the time frame provided by the bank and PayPal for merchants to process refunds to customers. supervisor explained that a refund had been submitted previously but was declined due to it being over the time frame of allowable refund to be submitted. The customer informed that she initiated a dispute through Chase regarding this, which was currently under investigation. The conversation also addressed a past complaint with the Better Business Bureau (BBB), with an apology extended. The customer expressed the intention to close the BBB complaint upon receiving the refunded amount, indicating resolution.
  August 8, 223: supervisor did a follow up with the customer, explained that we could not process the refund due to an ongoing dispute with *********** The customer was advised to directly contact ********** to ascertain whether the refund had been processed. It was suggested that obtaining documentation of any actions from ********** would be helpful for facilitating the refund process. The customer agreed with this course of action.
  August 10, 2023: supervisor did a follow up call to the customer revealed that she had indeed reached out to ********** on the prior day. She communicated that ********** would consider the matter resolved, as the merchant was committed to processing the refund. The customer indicated that upon receiving the refund, she intended to close the BBB complaint. Following the successful resolution of the refund matter, on August 10, 2023, a total refund amount of $179.25 was processed and returned to the customer's PayPal account as per her request. The customer confirmed her satisfaction with the resolution and reaffirmed her intention to close the BBB complaint, thereby marking the issue as fully resolved
  

  Customer Answer

  Date: 08/19/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************