ComplaintsforAlltrails, LLC
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Complaint Details
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Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought the AllTrails Pro on 2/14/2020. Per receipt from the Apple Store, it was supposed to be a subscription for AllTrails Pro membership with no ending date. There was no date entered that what I was buying would end and it was advertised as a lifetime membership. It seems this is a recurrent problem; others on BBB and Reddit had the same problem and there is an entire Reddit subthread on this. If the product was issued only for 3 years, it should have clearly stated an ending date like every other product in the Apple store with auto-renew or not. There was no ending date listed and therefore it was assumed to be a lifetime membership at the time of purchase. However, when I contacted AllTrails, they magically had some receipt from their system that there was a 3-year limit, something that I never received. This is a false representation of the product. I would like to have the product that I bought, the AllTrails Pro without an ending date.Business response
07/12/2024
Hi there,
We sincerely apologize for the confusion regarding the previous 3-year purchase. The records on our end show that *********************** purchased a 3 year subscription on February 14, 2020 for $59.99.
We did offer a lifetime subscription for a limited time, but that was discontinued in 2019.
After further reflection with our team, we have offered ******** an additional two years of AllTrails+ as a gesture of goodwill to make up for any inconvenience.
All the best,
******
Customer response
07/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
03/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was advertised a lifetime subscription for AllTrails within thier app for $59.99 and purchased said subscription. This was on April 3rd 2021. AllTrails logged this payment as if it were for a 3 year plan instead, and now are claiming my subscription is about to expire.There does not appear to be a way for me (or AllTrails) to prove what was shown in-app at the time. Unfortunately I never took screenshots of the app at the time, and the email receipt I have also says 3 year plan, but I never even opened that email at the time to notice the mistake.Note that there's a Reddit thread full of folks experiencing the same false advertising issue with AllTrails around the same timeframe:**************************************************************************************** would either like my lifetime subscription honored, or my purchase refunded.Initial Complaint
07/08/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
All trails have been charging my account for their "maximum service" yet I have no memory of agreeing to be charged and have not used any premium features. When I realized I was being charged I went to go and remove my card but their website makes that impossible. when I click manage subscription it takes me to the ****** Play subscription site which has no record of any all trails subscriptions. They are purposely deceiving customers into playing and then not disclosing how to end the membership they trick you into, purely evil.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.