Complaints

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

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  Roadtrippers LLC

  131 E Mcmicken Ave Cincinnati, OH 45202-6520

• 

  Roadtrippers LLC

  PO Box 9215 Cincinnati, OH 45209

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:05/14/2025

  Type:Service or Repair 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.

  On 5/14/25 I received an e-mail from this business, detailing changes to their privacy policies taking effect on 5/13/25, as if this date were still in the future. I attempted to respond to the e-mail informing the business I will not be agreeing to the new terms, but the e-mail appears to have been sent from an invalid address.
  
  The business is instructed to immediately and permanently delete my former account (associated with the e-mail address in this complaint) and all associated data without further contact.

  Business Response

  Date: 05/16/2025

  The email referenced by the customer was a required notice informing users of updates to our Privacy Policy. These notifications are sent in compliance with our obligations to provide transparency about how user data is handled. Upon receiving the customer’s request, we took immediate action to address it. As of May 16, 2025, the customer’s account has been permanently deleted, and all associated data has been removed from our systems. We confirmed the completion of this request directly with the customer via email.

  Customer Answer

  Date: 05/16/2025

  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. 
  
  
  
  Regards,
  
  
  
  * ****
  

• Initial Complaint

  Date:03/30/2025

  Type:Billing 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.

  Roadtrippers has been deceptive. Roadtrippers never sent us an email that our renewal was coming up. If the term of the subscription is a year or longer, businesses are required to send a renewal notice to the consumer between 15 and 45 days before the renewal. Roadtrippers never did this and is failing to comply with the law.
  Roadtrippers has stated they are currently unwilling to refund our $60, despite being only 16 days past the deadline. We could understand if we were 6 months into the subscription, but 16 days pass the deadline is pretty shocking that Roadtrippers would treat their customers so poorly. I also did not sign up for autorenewal. I only knew I had been charged when I received my credit card bill.

  Business Response

  Date: 03/31/2025

  Thank you for reaching out and sharing your concerns. We understand that unexpected subscription renewals can be frustrating, and we sincerely apologize for any confusion regarding our renewal process. Roadtrippers follows all applicable state laws regarding renewal notifications and sends reminder emails where required. Additionally, all of our subscriptions are set to auto-renew by default, as stated at sign-up, with a link to manage renewal settings available in your account at any time.
  
  While our refund policy is designed to be consistent for all users, we also want to ensure a positive experience. As a gesture of goodwill, we have processed a full refund and canceled your subscription. You should see the refund reflected on your original payment method within a few business days. If you have any further questions, please don’t hesitate to reach out to our support team. We appreciate your past support and wish you the best in your future travels.

  Customer Answer

  Date: 04/02/2025

  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.  If the business does not follow through with the refund, I will notify you.
  
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:12/30/2024

  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.

  I signed up for a free trial of roadtrippers last December. I canceled this trial on December 14th 2023, the trial was supposed to end on December 20th 2023. On December 20th of this year, I was charged 59.99 for the membership. I contacted roadtrippers and they refused to refund me. I also found out I was charged 35.99 on December 20th of 2023 when my trial was supposed to end. I never caught this charge. When I logged in to roadtrippers, it did not show an active membership.

  Business Response

  Date: 12/31/2024

  Thank you for sharing your feedback. We’ve reviewed your account history to clarify the charges and timeline. You initially started a free trial through the Play Store on 12/7/23, which was canceled and expired on 12/14/23. Following that, on 12/20/23, you signed up for a Roadtrippers Premium membership through our website, taking advantage of a 40% promotional discount, and were charged $35.99 for the first year. On the same day, you contacted us for assistance with your Premium membership, and your account has been actively used, including creating a trip as recently as August 2024.
  
  As per our renewal process, we sent a reminder email on 11/18/24, one month before the membership was set to renew. Since the membership was not canceled, it automatically renewed on 12/20/24 at the regular annual rate of $59.99. While our standard policy is that memberships are non-refundable, we understand the confusion in this situation. As a one-time exception, we have processed a refund for the recent renewal payment. If you have any further questions, please don’t hesitate to reach out directly.
  

• Initial Complaint

  Date:12/19/2024

  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.

  The burden of proof falls on the collection agency not the consumer (me). I find it concerning that Online information services is not complying with legal requests. I request online information services to provide proof they sent me debt validation, as is my legal right. If online information services cannot provide proof, i demand this account be removed from my credit report as is my right per FCRA section 623.(a)(I). This is my last request before I file a formal complaint with the **** and the ***.

  Business Response

  Date: 12/19/2024

  Based on the details provided, it appears this complaint may have been submitted in error. Roadtrippers is a trip-planning application and does not handle credit reporting, collections, or debt validation. Additionally, we were unable to locate a Roadtrippers account associated with the email address provided. If you have further questions or concerns related to Roadtrippers or our services, please feel free to contact us directly at ************************. For issues involving credit reporting or debt validation, we recommend reaching out to the appropriate organization.

• Initial Complaint

  Date:12/10/2024

  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.

  Subject: Complaint Against Roadtrippers – Unwillingness to Issue Refund and Cancel Membership
  
  Dear Better Business Bureau,
  
  I am writing to file a formal complaint against Roadtrippers regarding their refusal to issue a refund for an auto-renewed annual membership fee and to properly cancel my account.
  
  On December 4th 2024, Roadtrippers automatically charged me $59.99 for the renewal of their annual membership service. I had no intention of continuing the service and did not use the account associated with the username “lingrobison15.” As soon as I noticed the charge, I contacted Roadtrippers to request a cancellation and a refund. I clearly indicated that I do not plan to use their services now or in the future.
  
  A representative named Maddie promptly responded, stating that Roadtrippers would not issue a refund, citing their non-refundable terms of use that I had supposedly agreed to at signup. While I acknowledge that terms and conditions may allow for certain policies, many reputable companies are willing to make reasonable exceptions, especially when a user shows no intent to continue using their service and requests a timely cancellation.
  
  I find their refusal to process a refund unfair and an example of poor customer service, as I am left paying for a service I neither want nor will use. My desired resolution is simply a full refund of the $59.99 and confirmation that my account is permanently canceled.
  
  Thank you for your time and consideration in this matter. I hope that with the assistance of the Better Business Bureau, we can reach a fair and satisfactory resolution.
  
  Sincerely,
  ***** *******

  Business Response

  Date: 12/19/2024

  Thank you for sharing your concerns, *** *******. We apologize for any frustration this situation has caused. At Roadtrippers, we aim to provide clear information about our subscription policies, including auto-renewals and our no-refund policy, which is presented during signup. That said, we understand your concerns and have decided to make a one-time exception in this case. A full refund of $59.99 has been issued, and your membership has been canceled to ensure no further charges. Please allow 5–7 business days for the refund to process. If you have any additional questions, feel free to contact us at [email protected].

  Customer Answer

  Date: 12/19/2024

  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. 
  
  
  
  Regards,
  
  
  
  ***** *******
  

• Initial Complaint

  Date:09/03/2024

  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.

  Subscription service sold without option for refund despite attempting to cancel subscription.

  Business Response

  Date: 09/12/2024

  We're sorry for any frustration or confusion regarding your subscription. We most recently contacted you on 9/10 to discuss potential solutions and are awaiting your reply. Please reply to that email from our Support team at your earliest convenience so we can assist you further. We appreciate your patience and look forward to resolving this together.

• Initial Complaint

  Date:08/22/2024

  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.

  I was planning A road trip to ******* to bury my grandmother and thought it wise to try out an application to plan. I understood I had signed up for a one week trial, but after my initial download of the app, I was unable to access my account from any other device or the device I had loaded it on. I had made a few attempts to cancel the service on my Apple subscriptions, but was unable to see where cancel outside of the app. I checked for any emails that would tell me about my account login or if there is a charge coming for a year-long subscription… And I have none in my inbox.
  
  I reached out to customer service and hoped that they would be willing to refund me since I was having technical issues with the app, was unable to use it, and if I’m being honest, I wasn’t happy with the performance of the app when I tried it. Customer service informed me that I am not eligible for a refund due to their policies. I find this to be poor practice for a company. I will not be using their service over the course of the annual subscription. I have now automatically been enrolled in.
  
  I am here to request a refund. I did not enjoy your app, I was unable to login to the app, and I will not be using it. After requesting this refund and being denied from customer service, I feel like I’m being stolen from.
  
  Please advise.

  Business Response

  Date: 10/16/2024

  Thank you for your patience. We understand how challenging it can be to navigate technical issues, especially during such a difficult time.
  
  We see that you experienced difficulties accessing your account and expressed dissatisfaction with the app. While our customer service team informed you of our refund policy, we want to work with you to ensure you get your money back.
  
  Currently, the dispute filed with your bank is under review, and the outcome will determine the resolution. If the dispute is resolved in your favor, you will retain the refund. If it's resolved in our favor, we will issue a refund accordingly. Please contact us at [email protected] if the dispute is not resolved in your favor.

• Initial Complaint

  Date:07/07/2024

  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.

  Used a free trial then paid for 1 year subscription. Turned off auto-renewal on my phone. Just received another charge for annual subscription. Just another crooked company taking advantage of auto-renewals for their income on a sub-standard product.

  Business Response

  Date: 07/10/2024

  We apologize for the frustration you experienced with your subscription renewal. Your annual membership, which began on July 2, 2022, renewed automatically as per our subscription policy. A renewal reminder email was sent to you on May 31, 2024 to ensure you had time to review and manage your subscription settings. It appears that the auto-renewal was not disabled within this period, and the subscription renewed on July 2, 2024.
  
  Your membership was purchased on our website, so you would have needed to manage the subscription through your account settings on our platform. The renewal reminder included a link to the subscription section of your profile settings.
  
  We are unable to issue a refund due to the dispute filed with your credit card company. Once a dispute is initiated, our ability to process a refund is restricted. Your subscription was canceled immediately when the dispute was filed, so it is no longer active and there will be no further charges.

  Customer Answer

  Date: 07/11/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I cancelled this subscription on the app immediately after purchasing last year because I wanted to avoid the auto-renewal.  It obviously did not work.  Also, their response indicates they sent a notice of renewal which is a blatant lie.  I am extremely meticulous about my email, my inbox is maintained below 20 messages at a time and I review all messages that go to spam.  This company never sent a renewal notice.
  
  
  Regards,
  
  
  
  ******* *****
  

  Business Response

  Date: 07/15/2024

  We apologize for any continued frustration and inconvenience you've experienced regarding your subscription renewal. As mentioned, our records indicate that a renewal reminder email was sent on May 31, 2024, to the email address associated with your account.

  Regarding the cancellation, it would not have been possible to cancel within the mobile app or in your phone's ***** or ****** subscription settings. Because the membership was purchased on our website, you would have needed to disable renewal within your profile setting on our website, where the subscription was initiated.

  While we would have been happy to assist with canceling before your membership renewed, there is nothing further we can do now that a dispute has been filed. If you have any further questions or require additional assistance, please contact us directly at ************************.

  Customer Answer

  Date: 07/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.  Your indication that you sent a renewal reminder is incorrect and a blatant lie.  I check my email multiple times a day including anything that goes to spam and never received anything from roadtrippers.  I did cancel this membership shortly after the trial period to avoid annoying auto-renewals from companies who do not send renewal reminders.  And yes, the charge is still in dispute, hopefully my credit card company will do the right thing since your company does not.
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:06/13/2024

  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.

  I am a long time subscriber to Roadtrippers, an application which provides mapping and other travel suggestions for road trips. I used the application from 2015-2024. The app offered a free, basic level and a subscription level that allowed for more complicated trip planning. I was happy with my subscription and it was set to auto renew on June 6, 2024.
  
  In late 2023, Roadtrippers notified users that it would be moving to a tiered subscription model & higher pricing, but it did not provide users with any information about what the actual new pricing would be or what the different subscription tiers would entail.
  
  When my subscription auto renewed on June 6, 2024, I suddenly lost access to my planned trips. The application now requires paying $24 more to get access to those trips because they were now classified as more complicated and therefore required subscribing at a higher level.
  
  Roadtrippers gave users no advance warning that we would lose access to our data if we did not upgrade. Again, they did not tell users what the new tears would involve. This was done without any upfront information.
  
  I do not believe that Roadtrippers' product is worth $50-60/year. Had I known that these changes were going into effect I would have canceled my subscription in advance of the auto renewal. Now Roadtrippers refuses to refund my annual fee for a product I can no longer use. They did so after changing the terms of service without notifying users.
  
  They offered to upgrade me to a higher tier for free this year, but I do not want to leave my credit card number with them or give any additional business to accompany that uses such deceptive and dishonest business tactics.
  
  I have deleted all of my data & will not be using the app again. All I want is a refund and for my account to be fully deleted. I do not trust Roadtrippers to keep my credit card information on file.
  
  It is really sad to see a once-good product be turned into something that feels like a scam.

  Business Response

  Date: 06/17/2024

  We apologize for the frustration and inconvenience you experienced with the recent changes to our subscription model. We understand that unexpected changes can be upsetting, especially when they affect your access to planned trips. We genuinely value your long-term support and feedback, and we want to make things right.
  
  While our standard policy is not to issue refunds for annual subscriptions, we understand the unique circumstances of your situation. As a gesture of goodwill and in recognition of your many years as a valued customer, we will make a one-time exception and issue a full refund for your recent subscription renewal. You should see the refund reflected in your account within a few business days. Additionally, we have honored your request to delete your account. We appreciate the opportunity to address your concerns and wish you the best in your future travels.

• Initial Complaint

  Date:05/31/2024

  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.

  Poor quality app. I was never informed that they were charging me for a year subscription, all of a sudden a charge of $59 appears on my bank statement for an automatic renewal, which I never signed up for. I contacted them by email the day after and they refused to issue a refund. I will be contacting my bank to dispute the charge. Unscrupulous business practices. There is simply no reason they couldn’t issue a refund for this worthless service when literally nothing has been provided to the customer. Beware.

  Business Response

  Date: 06/11/2024

  We apologize for any inconvenience you experienced with our service. We understand that unexpected charges can be frustrating. When you initially signed up for our service, the terms and conditions, including our automatic renewal and refund policy, were outlined during the registration process. Our annual memberships are set to renew automatically to ensure uninterrupted service unless canceled prior to the renewal date.
  
  If there are specific issues you encountered with the app, we would appreciate the opportunity to address them and improve your experience. Please feel free to reach out to us at [email protected] with any further concerns or questions.

  Customer Answer

  Date: 06/11/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  A refund was not issued, which is what is required to settle this complaint.  Charging automatically with no reminder and then refusing a refund when brought immediately to attention is just shady business practice.  This is the act of a weak, desperate company that knows without these fraudulent charges, they would be out of business.  An upstanding business would simply say, “here’s your money back, please come back anytime.” But these people are holding onto my $60 like it’s all they have left to pay the electric bill, and it very well may be.  This is a dishonest company with shady practices and a product that really isn’t ready for prime time in the first place.  Just awful people and a bad product.  Stay away!

  
  Regards,
  
  
  
  **** *********
  
  

  Business Response

  Date: 06/12/2024

  We regret that you remain dissatisfied with our service and policies. We assure you that our intent is never to mislead or inconvenience our customers. Our automatic renewal policy is standard practice in subscription services and is clearly communicated during the registration process. We genuinely appreciate your feedback about your experience with our app and our policies. If you have specific issues or suggestions regarding the app's functionality, we encourage you to share them with us at [email protected].

  Customer Answer

  Date: 06/12/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  They refuse to issue a refund even though nothing has been provided.  I did not want another year of this junk product and would happily never look at it again. Clearly, this is a struggling company filled with greedy failures.  

  
  Regards,
  
  
  
  **** *********