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:12/12/2024

  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.

  Cannot get customer service help at all, promised a call back time and time again and it doesn't happen. Will not get me transferred to the team that handles my account. I have multiple cameras with them and will not send anyone to help, pay for a service that does not work. By far the worst service I have ever dealt with, I pay for something that doesn't work and now have to jump through hoops to get the contract cancelled. I would never recommend this service to anyone. They will promise you the world when it comes to selling you the service but in reality once they sell it to you they do not care about maintaining the relationship.

• Initial Complaint

  Date:10/09/2024

  Type:Product 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 been a royal customer of ********************** for years and I requested to have my subscription service cancelled in August 2024 effective immediately. Lytx keeps sending me invoices and I had to contacted them again and again making the request to have my account closed. I contacted sales department and ************* and they created a case ID for my request. Still I received a new billing invoice on Oct. 4 for upcoming October subscription charge. I tried to call someone to get the issue solved and it's automatic and kept me on hold and listening to music for ever. My customer ID with ********************** is *******, the case ID they created for my case was ********. Some of the persons within Lytx I contacted were: ******** ******, ******** ***, etc. Please wake up and do your job Lytx!

• Initial Complaint

  Date:05/29/2024

  Type:Customer Service 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 tried to contact this company to see if a ******************* calling from ************ is their employee calling on their behalf but have had no luck making contact. According to him, he is representing their business and trying to sell us on their safety and fleet program. He has been asked by me, our safety director, ***************************, on more than one occasion to quit calling our business. We are not interested. However, he continues to call over and over. Sometimes several times in one day. If I just hang up on him, he will call back 4 times in a row. He must think this is a game. He is unbelievable. I believe he has a profile online where he refers to himself as the "phone assassin". Please ask the company to speak to him if he is their employee and have our phone number removed from his calling list once and for all.

• Initial Complaint

  Date:04/05/2023

  Type:Order 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.

  We are a towing company in **. We do rotation tow, D.A.R.P tow and recovery for many precincts in the area; knowing the location and the status of our vehicles and drivers are very essential for the planning and dispatching of such services. A simple minor delay in our response will lead to us losing the job and eventually losing our position in the tow rotation causing great financial losses. About 3 years ago, we inquired about LYTX vehicle tracking software. Sales rep promised that the system will integrate with the Towbook software (which we use) in the next few months. We inquired about an app and we were promised that they will have an administrator's app soon. Due to the nature of our business, mobile devices are usually the preferred way of communication and data transfer. Using an app would be the ultimate solution. They lied. The integration with Towbook never materialized. The administrators app never implemented. The system was down or malfunctioning for most of the time. They have a horrible customer service. when we were experiencing technical difficulties with the system, we contacted technical support. We waited more than an hour and we have the video feed to prove that. This is unacceptable. The contract stated that Lytx shall use commercially reasonable efforts to provide technical support via email and a toll free customer support line. An hour wait time does not prove reasonable efforts. Therefore, this is a breach of contract on their end. We stopped using the system and we tried to reach the department in charge of terminating contracts and of course like every other time we called, they were not answering. When we finally got in touch with a rep they wanted us to pay past due invoices (since we stopped using the system) and termination fee in excess of $4000. we refused. They dropped the early termination fee but still asking for prior invoices. THIS IS THE SECOND COMPLAINT. they never answered the first. Horrible company. Incompetant staff.

• Initial Complaint

  Date:03/04/2023

  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 6 lytx cameras that has not worked because i am in an industry that requires alot of maintenance. But 6 cameras out of 24 have not worked for years and i have submitted many requested to get them fix but no one physically comes out. All they do is send instructions to trouble shoot. We have done that but we need help. My issue just like any business that needs a service which we are paying for it be resolve. Example; if i have an **** phone but it don't work and i complain, **** either fixes it or replaces it but doesn't continue charging me for it. That is service not render and i should not pay for no such service. Thanks

• Initial Complaint

  Date:02/21/2023

  Type:Order 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.

  ****** a towing company in Brooklyn **. We do rotation tow and D.A.R.P tow and recovery for many precincts in the area; knowing the location and the status of our vehicles and drivers are very essential for the planning and dispatching of such services. A simple minor delay in our response will lead to us losing the job and eventually losing our position in the tow rotation causing great financial losses. About 3 years ago, we inquired about LYTX vehicle tracking software. Sales rep promised that the system will integrate with the Towbook software (which we use) in the next few months. We inquired about an app and we were promised that they will have an administrator's app soon. Due to the nature of our business, mobile devices are usually the preferred way of communication and data transfer. Using an app would be the ultimate solution. We were badly misled. The integration with The Towbook software never materialized. The administrators app never implemented. The system was down or malfunctioning for most of the time. They have a horrible customer service. when we were experiencing technical difficulties with the system, we contacted technical support. The waiting time was more than an hour and we have the video feed to prove that. This is unacceptable. In the contract it is stated that Lytx shall use commercially reasonable efforts to provide technical support via email and a toll free customer support line. An hour wait time does not prove reasonable efforts to provide technical support and is therefore a breach of contract on their end.We stopped using the system. We tried to contact the department in charge of terminating contracts. Eventually we were in contact with a rep ********************************** they wanted us to pay past due invoices (from the time that we stopped using the system) and termination fee in excess of $4000. we refused and they dropped the early termination fee but still asking for prior invoices in order to terminate the contract.

• Initial Complaint

  Date:07/06/2022

  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.

  We worked with *********************** to get an account set with Lytx for *** tracking and Dash Cams for our fleet of trucks. After going through the live demo we moved forward. The units arrived and were installed by a third part subcontractor. The contractor had issues getting the units installed in our truck. Several calls were made into tech support by the contractor to get the units to turn on. The following day after install the units did not work. We called into tech support which provided no support. They said it worked however on the lytx site that we had access to it was not working. We asked about onboard training which was suppose to be provided. We were sent a link and log in that never worked we called several times so we could make sure we knew how to use the software we were never provided a password that worked to get into onboard training. The units continued to not work and we continued to call into tech support reporting issues the *** was not tracking the truck, the units would not link to a driver, the unit would beep for no reason. When then sent in a request to have a unit transfered to a new truck that of course they completed right away however the contractor did not install the unit properly and it just hangs from the dash with wiring exposed. We have called in to support they said there is nothing they can do even though their contractor installed it poorly. We called into tech support about one of the units have a speaker that is scratch like it is blown we were told we could purchase a new unit the units are less then 6 months old and are part of a service plan. We finally after getting no support reached out to our sale rep about the issues. I provided all the data and waitied 3 weeks and go no response from him. I want out of the this Lytx contract and i wan the units removed from my fleet. I also believe I should be entirled to a full refund of the $1569.72 I paid but I would be happy just to never have to deal with them again.

  Business Response

  Date: 07/13/2022

  Hello, we deeply apologize for the frustrating experience you have had and the lack of support you have received. We take client feedback seriously and have reported this to our teams so we can do better in the future. After looking into this it seems a client success manager has reached out to you to go over your options for cancelling and will be helping you with that process. 

  Customer Answer

  Date: 07/13/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************