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:05/05/2024

  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.

  Answered a promotion offering a year of service with trial period to evaluate the service and determine if it was worth the cost.
  If unsatisfactory, there was to be no charge.
  I tried the service and determined it to be worthless, but they refused to cancel the membership and return my money.

  Business Response

  Date: 05/09/2024

  We apologize for any confusion regarding the terms of the promotional offer you utilized to start your membership. While users are eligible for a 1-week free trial period when starting a new membership at full price, promotional offers like the one you used do not include a trial period but instead offer a discounted rate upfront.
  
  We understand your frustration and regret any inconvenience this may have caused. Upon starting your membership, you received a discount of $9.99 off the first year, which is equivalent to 12 months for the price of 10. Prior to submitting payment, you would have seen the total amount due immediately, rather than a message indicating that the amount would be due after a free trial period.
  
  If you have any questions about how to utilize our trip planner or need further assistance, please don't hesitate to reach out to us at [email protected]. We're here to help.
  

• Initial Complaint

  Date:04/14/2024

  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 with Roadtrippers, unaware that they set the account to autorenewel. When I saw the charge hit my account a couple of days ago, I contacted them via email. I got an email (probably automated) from *** saying they would not refund my money. I have read many complaints online and believe this to be a tactic to target the elderly and those not savvy about computers, websites, etc. The default should not be set to autorenewel. The charge to my account was $35.99, which is not insignificant. The email said all they could do was switch the autorenewel off. Tactics like this employed by this company seek to exploit their customers.
  
  Additionally, their site is misleading. When I got the charge, I logged into my account and it asked me to select a plan. There would be no reason to select a plan if they had already charge me for one. I'm sure that had I selected a plan, I would have been charged again. Again, dishonest. See attached images.

  Business Response

  Date: 10/16/2024

  Thank you for your patience. We understand how frustrating it can be to receive an unexpected charge for memberships. While autorenewal is set up to prevent interruptions in service, we apologize if this wasn’t clear at the time you started your Roadtrippers membership.
  
  We’ve also noted your concern about seeing plan options after your renewal, and we’re sorry for any confusion this caused. We updated our membership options and would have seen an option to switch to a different plan.
  
  To resolve the issue, we’ve issued a refund of the $35.99 charge. Please let us know if this settles the matter or if you have any further questions—we’re happy to help.

• Initial Complaint

  Date:03/08/2024

  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.

  Apparently, this company bought another company I had an account with “**********” and used the financial information on file with them to charge me for an account “roadpass pro,” I never subscribed to. When I requested a refund they have refused one, despite the service having never been used or accessed. I did not even know about the charge until I saw it on my bank statement, dated 2/21/2024. I contacted them on 3/6/2024 demanding a refund. They contacted me in 3/7 refusing to refund this charge.

  Business Response

  Date: 10/16/2024

  Thank you for your patience. We understand your concern regarding this year’s charge for your Roadpass Pro membership. It looks like there may have been some confusion about the connection between ********** and Roadpass. ********** has been part of the Roadpass family since before your membership began, and your subscription was set up under Roadpass Pro when you signed up in February 2022. This membership provided access to all Roadpass brands, including both ********** and Roadtrippers.
  
  We did send a renewal reminder on 1/19/24, which included the updated pricing for this year’s membership renewal. However, we completely understand that this situation has been frustrating.
  
  To resolve the matter, we’ve issued a full refund of the $59.99 charge. Please let us know if this settles the issue or if you have any further questions—we’re happy to assist.

• Initial Complaint

  Date:11/03/2023

  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.

  I recently communicated with "Liz" at Roadtrippers concerning a charge for membership. I believe this company is being both unreasonable and unethical.
  
  I signed up for a free trial on Oct 17, 2023. I tried it on my phone and on their website. Prior to the end of the free trial, I removed the subscription auto-renewal from my phone and thought that's all I had to do to prevent future charges. Unfortunately, I didn't realize I had to do something with the online internet account via their website as well.
  
  I communicated this to Liz in email, and I asked that the membership be cancelled and for a refund of my $59.99. She said no since they have a no refund policy.
  
  I used the app from Oct 17 thru Oct 21 and determined that I wouldn't be using it again, so I removed the subscription from my phone app. I returned from my travel and was paying bills today and was surprised to see the charge of $59.99.
  
  I checked the website, and although it does say you need to cancel where you signed up initially, it doesn't mention anything about having to cancel on the phone app AND the website if you used both. Given that I did remove/cancel the subscription from my phone and had no idea that I needed to cancel on their website as well, I believe this is a very dishonest and misleading practice.

  Business Response

  Date: 10/16/2024

  Thank you for your patience. We understand how frustrating it can be to encounter unexpected charges after a free trial, and we appreciate you bringing this to our attention.
  
  It looks like there may have been some confusion regarding the cancellation process. Our documentation specifies that subscriptions must be canceled where they were initiated—either through the website or the app. We recognize that managing subscriptions through multiple platforms can be confusing, and we appreciate your feedback regarding this. If you canceled one subscription through ***** Settings, it’s likely that you accidentally started two subscriptions without realizing.
  
  To resolve this matter, we’ve issued a refund of the $59.99 charge. We hope this helps address your concerns, and we’re always here to assist if you have any further questions or feedback.

  Customer Answer

  Date: 10/20/2024

  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. I have confirmed as of 10/19/24 that I did, in fact, receive a refund. Thank you so much for your assistance in this matter. 
  
  
  
  Regards,
  
  
  
  ***** ********
  

• Initial Complaint

  Date:05/17/2023

  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 downloaded a software program onto my cellphone from " Play Store, called "Road Tripper,
  that I chose to check it out but never used the service for any RV road planing. I am certain
  that I did not agree to pay for this software program up front, most playstore apps only cost
  99.cents. And Road Tripper Charged My ***** account $39.99 for the software.
  When I originally downloaded this software I was never routed to the pay for it now
  finacial transaction process. I tried to locate this companys web page to see if I could
  get a phone number to call them but to no avail. I also tried to do a BBB search on the
  Road Tripper LLc but no resualts appeard. Then I decided to extend more internet searches
  and that is how I was able to find a phone number and address for the "Roadtripper.
  I tried phone calling the number to this Business a couple of times but nobody answered the
  phone. I called my bank "***** Bank, to discuss what I should do, and the bank Rep adivised
  me to try calling the business in question and ask them for a refund.
  So this is my primary purpose to see if I can maybe have the BBB look into this " Road Tripper
  bussiness to see if you can help resolve this matter for me and to have the "Road Tripper
  refund me for the $ 39.99 that they took from me without my consent of agreement.
  Thank You BBB.

  Business Response

  Date: 10/16/2024

  Thank you for reaching out. We understand how concerning unexpected charges can be, especially regarding subscriptions.

  The charge you mentioned is associated with a **** ** **** membership that was initiated in May 2021 and renewed in 2022 and 2023. While we have no record of any emails from you regarding this charge or any requests to disable auto-renewal, we want to clarify that the subscription renewed this year under the current name of the membership, Roadpass Pro, on May 6, 2024.

  Your **** ** **** / Roadpass Pro membership provided access to premium features across all of the Roadpass apps, which included: **** **, Roadtrippers, **********, and Overnight RV Parking. We see that you filed a dispute for the 2024 charge on May 15, 2024, which has since been resolved in your favor. As a result, you have received your money back for the 2024 renewal, your subscription is now canceled, and there will be no further charges.