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:02/13/2025

  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.

  On November 6, 2024 I paid for a yearly subscription. The app is supposed to track mileage when my phone is connected to the car. For the past couple of months the app either refuses to track mileage or thinks that I did not pay for the subscription. I have tried contacting support but the hours of operation is not advertised and this last time it took about a week to get the app to start tracking again. One of the **** said that I could not get a refund past 30 days even though the app is not doing what I paid for it to do. We went over some trouble shooting steps and got it working before it stopped recording again. I tried contacting the company again but there is no phone number and no hours of operation for when I should be expecting a response. I would like to get the money I paid back since the app has been having issues with my account and tracking mileage. Or at least get a refund for the time between my account termination and the time when my subscription renews.

  Business Response

  Date: 02/13/2025

  Note to Customer
  We will be processing your refund and deactivation.  

  Note to BBB
  Reviewing the conversation history I do see the troubleshooting steps that are provided to the user at 3 of 4 conversations that occurred in our support system.  Of the recommendations we alway make is that there should not be a do not disturb on when using the app as it can cause issues.  While the customer stated that she was told she could not have a refund I am not seeing where we stated that unless she contacted with a different account.  If she is unable to use the product we can assist with the refund and will be processing it shortly along with the deactivation of her account as requested.

• Initial Complaint

  Date:02/03/2024

  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.

  First, I used this service on a trial basis. After doing so, and it met my needs, I subscribed to 1 year subscription at cost of $59.99. I didn't see anything about service subscription being non-refundable. Anyhow, I also purchased an USB GPS dongle from ***** The **** seller represented Triplog. The service and product was functionally perfectly. Then all of a sudden, it ceased to function properly. I contacted the company and communicated with **** via email and by phone on multiple occasions. **** was seemingly trying to assist, but would often be either slow or non-responsive at all. He asked where I purchased the dongle, which I think he knows was possibly became the problematic issue. He made a comment no to worry about it as if it could be resolved. After non-response, I scheduled a callback on Calendy. Once he called, he had non solution for the problem(s) and reneged on solving the dongle issue. Ultimately, I asked for a pro-rated partial refund, which was paid in full. **** replied the service is non-refundable. I paid for a service which I have not receive because it failed to function properly.

  Business Response

  Date: 02/05/2024

  Hi *******,
  
  After reviewing your issue and we wanted to reply with some options. The original service was purchased in June of 2023 prepaid for a year as you had described.   Prior to that you had purchased a Beacon device from us in April which was refunded as an accidental order.  While you had purchased a Triplog Drive from **** it may not have been directly through us as we do not have direct access to see or confirm this order.  While if the device was purchased around the same time it is under warranty a one year warranty and while I apologize if you feel the troubleshooting was insufficient we did offer quite a bit to get the error logs from the app to assist in troubleshooting the device. 
  
  Your request for a partial refund does not match your request for a full refund as posted here.
  I do also see in your account you had attempted to cancel the service on 2/3/24 as you stated it was not longer needed and received a past due notification as you had chosen the "change plan" option.  We did also receive your message to cancel service and has requested the partial refund you had asked **** for.
  
  While the app has been working with the Drive for the past 8 months and we were trying to resolve your issue with you.  **** was correct about our policy for the subscription being only refundable within the initial 30 days of purchase as it is a prepaid subscription. 

  We are able to offer you some assistance in this case if you are able to send back the device for us to troubleshoot.  Since we cannot validate the purchase of the device we will need to confirm the function of the device assuming the one year hardware warranty.  If we can confirm the device is no longer functioning we can assist you in refunding the $59.99 for the device replacement cost that should accommodate your current request.  We will await your response.
  

  
  ************
  TripLog Customer Success

  Customer Answer

  Date: 02/05/2024

   
  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.
  
  Sincerely,
  
  ***************************