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:04/16/2025

  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.

  On April 11, 2025, Motive Services offered a GPS platform with a camera for installation in my commercial vehicle. Prior to learning about their service practices, I had already provided my card information. Upon discovering these practices, I immediately contacted customer service on the same day and requested that my account not be activated and that the services be canceled. The agent assured me that the account would be canceled and that I would not be charged. Additionally, I instructed the billing department to remove my card information, which the agent confirmed had been done. Later that evening, I noticed a pending charge of $106.56 on my card. As their customer service office was unavailable over the weekend, I waited until the next business day, April 14, 2025, to follow up. On that morning, I discovered two transactions had posted to my card ending in 6513, totaling $213.12.Upon the opening of their office during Pacific Time business hours, I attempted to contact [Salesman ***] and [Saleswoman ******* ******] for resolution. *** informed me by text he was in a meeting and has not returned my call to date. ******* advised that someone from management would contact me, but I have yet to receive any follow-up.When I called back, I spoke with a billing department representative, and two tickets were opened:Case #******** Cancellation request Case #******** Charge dispute The billing representative mentioned seeing a declined transaction on April 11, 2025, and only one payment on April 14, 2025. I have confirmed two posted charges, totaling $213.12, which negatively impacted my account balance.Given the circumstances, I urgently request an immediate refund of $213.12. Please escalate this matter and provide a resolution as soon as possible. I also advise to stop any shipments of devices, they advised their shipping **** has prepared the shipping. I contacted *** with no success.Letter was forwarded to my ********** and new card is being issued.

  Business Response

  Date: 04/20/2025

  Hey ********,
  
  
  We hope you find this email in the best of your health!
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will reach out to you with further details.
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  
  
  **** *****
  Motive Support

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23215680
  
  I am rejecting this response because: I have asked that no shipment be sent to my place of business, as this constitute "acceptance of agreement". I contacted your office about this shipment (Tracking 1Z05V6X20351672618) on 04/14/2025 to stop shipment. The package was delivered despite this attempt. Please also provide a *** and Shipping label for return.

  I have received communication from my card company confirming that one of the duplicate transactions posted was an error on their system, matched the submission from your system. They have corrected one of the duplicate charges of $106.56. This leaves the remaining refund of $106.56 to be processed by your billing team, along with confirmation of cancellation. 
  

  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:04/07/2025

  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.

  I used Motive as my ELD provider. In previous year they would automatically take funds from my account to renew my contract. I updated my bank account and informed them I did not want this to happen. Instead this year they tried to take funds again but my account of course was changed, so they say I owe them for a subscription until March 2026 for something I am not subscribing to and have asked them to cancel. They have threatened to ruin my credit. I would like them to cancel my subscription and not contact me anymore.

  Business Response

  Date: 04/08/2025

  Hey ****,
  
  
  We hope you find this email in the best of your health!
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will reach out to you with further details.
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  
  
  **** *****
  Motive Support

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23171139
  
  I am rejecting this response because we have been contacted by phone twice since the email response, only to agitate and threaten our credit over and again. I have not received any more emails as I am sure they can harass more successfully through phone conversations. Our service was turned off and yet without a signed contract, which was requested, Motive states we owe over $500 for a subscription through 2026 that we do not have. This is not a way to run a business and we will not be bullied into paying for a product that we do not have. We have requested cancellation for all of these reasons above and Motive states they will cancel, but we must still pay.  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/03/2025

  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.

  We entered into a one year contract 4 years ago, for Keep Truckin to provide ************ We used it for several years, but haven't used it for over a year. Now that we want to discontinue service they make a claim that we automatically, without verification or notification create a new contract every year. I am disputing that claim. We were told that we could cancel any time after the first year, and now they tell us we have to pay them for another 9 months of service. No drivers are connected, and no trucks are active on their service. We should not have to continue paying for a service that we are not using.

  Business Response

  Date: 04/06/2025

  Hey *****,
  
  
  We hope you find this email in the best of your health!
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will reach out to you with further details.
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  
  
  **** *****
  Motive Support

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23155689
  
  I am rejecting this response because:

  Motive increased my subscription price twice over the last 4+ years without obtaining acceptance of the price increases.  Those increases void my contract, and I should then have the option of cancelling the contract.  In addition, no service have been rendered in the last 15 months.  The device that interfaces our truck to their system has been off the truck and turned off for that period of time.  In most cases it is not ethical to continue charging for a service that is not being used.

  Sincerely,
  
  *** *****

  Business Response

  Date: 04/17/2025

  Hey ***,
  
  
  We hope you find this email in the best of your health!
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will reach out to you with further details.
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  
  
  **** *****
  Motive Support

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23155689
  
  I am rejecting this response because:

  They have told me they would look into it before (audit) with the same results.  I will not be satisfied until Motive accepts my cancellation of the contract.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:04/02/2025

  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.

  At the time of signup, They boasted a one year contract. That was 5 years ago. They now claim in the fine fine I allow them to sign a new contract on my behalf every year so that I'm always in a contract. I called them today to give 30 days notice and they told me I'm under contract for another year and I cant get out of it. I find this extremely deceptive and misleading. They have you sign this contract on your smartphone knowing full well you cant even see the fine print they hide this in. They told me at signup that after the contract was up, I could end it with 30 days notice. I took notes during that phone call. Now they say 30 days prior to the date they signed a new contract with you.

  Business Response

  Date: 04/03/2025

  Hey ******,
  
  We hope you find this email in the best of your health! This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will reach out to you with further details. Meanwhile, your patience is highly appreciated!
  
  
  Regards,
  
  **** *****
  
  Motive Support

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23150355
  
  I am rejecting this response because: I just received a generic response that was copied and pasted to multiple agency's on this matter with no response whatsoever on my complaint.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/02/2025

  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.

  Motive refuses to close my account before February of 2026 even though I no longer have trucks, don't need **** and have retired.

  Business Response

  Date: 04/03/2025

  Hey ****,
  
  
  We hope you find this email in the best of your health!
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will reach out to you with further details.
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  
  
  **** *****
  Motive Support

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23150953
  
  I am rejecting this response because: Motive has done nothing other than acknowledge the complaint. 
  
  Sincerely,
  
  **** A *******

• Initial Complaint

  Date:03/28/2025

  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.

  The company will not leave me alone. Ive asked politely, Ive emailed customer service, Ive blocked every number that comes my way. Ive reached out to a friend that works there. There is no solution, its borderline harassment at this point. They have infinite numbers to call from and various email addresses to send from. I cant find a resolution other than reporting them because of how awful its been. And this is 6-8+ months now

  Business Response

  Date: 03/30/2025

  Hey ****** *****,
  
  
  We hope you find this email in the best of your health!
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will reach out to you with further details.
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  
  
  **** *****
  Motive Support

  Customer Answer

  Date: 03/30/2025

   
  Complaint: 23129225
  
  I am rejecting this response because:

  I received this exact message when I reached out to their customer service and the phone calls and emails never stopped. All I want is for them to leave me alone. 

  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/13/2025

  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.

  They want to force my company to stay with them. They refused to cancel even though our original contract has been completed years ago. My original contract, signed 1/17/2022, was with Keep-trucking and was for a completely different price. They used the auto renewal term in the contract that I originally signed, and like I mentioned that was for a completely different price and terms and even company. They have no right to force me to stay with them. I have completed my original term and can cancel at anytime. I never agreed or accepted the change. I never hit accept or signed any new contract, so they can't comeback and say that these new terms are still standing. I'm in the process of filing a law suit against them. I already canceled my credit card so they can't get another ***** for me. I regret the second we decided to partner with them and will warn all the trucking companies from using them so they don't fall in our trap. From my end, I will just not pay them, and they can do whatever they want to do. They should have thought about that before forcing us to stay. They just gained a bad review and a very disappointed customer and will do anything in his effort to warn others and they gain a lawsuit in court as well, for what, to force us to stay with them another year. It will never happen. I'm the customer here, and I can leave at anytime. The person I've talked is ******, worst customer support a person can ever get.

  Business Response

  Date: 03/16/2025

  Hey ****,
  
  
  We hope you find this email in the best of your health!
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will reach out to you with further details.
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  
  
  **** *****
  Motive Support

• Initial Complaint

  Date:03/13/2025

  Type:Customer Service 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.

  MOTIVE IS A ELD TRUCKI *************** , ONE OF THE OWNERS SIGNED A CONTRACT LAST YEAR , WE HAVE TRIED TO GET OUT IF THIS CONTRACT SEVERAL TIMES THEY OVER CHARGED MY CREDIT CARD BY 800$ EVERY TIME WE CALL TO CANCEL THEG GIVE US THE RUN AROUND

  Business Response

  Date: 03/16/2025

  Hey Charlee,
  
  We hope you find this email in the best of your health! This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will reach out to you with further details. Meanwhile, your patience is highly appreciated!
  
  
  Regards,
  
  **** *****
  
  Motive Support

• Initial Complaint

  Date:02/26/2025

  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 own and operate a small trucking company in ******. We were mandated by the government to install electronic logging devices in our trucks. At the time Motive seemed like a good choice for a provider. I subscribed on a 2 year contract. During the term I recieved multiple phone calls and emailing me hassle owing me to buy other services from them. I told them numerous times Im not interested and to leave me alone. In sept ******************************************************************************************* December. I told them I would not be renewing and when my contract was due I would be switching providers. In December they automatically renewed my contract and continued charging my credit card. Again in January they charged me. They would not return my emails or calls. I filed a dispute with **********. They stopped any future transactions from that entity. So motive went ahead and billed my card in a different way. ********** said they are going to help me. But I advise anyone to stay far away from motive.

  Business Response

  Date: 02/27/2025

  Hey ****** ******,
  
  
  We hope you find this email in the best of your health!
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will reach out to you with further details.
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  
  
  **** *****
  Motive Support
  
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22995413
  
  I am rejecting this response because:
  
  I was already told that the internal audit **** would be in touch with me no later than Wednesday Jan 29th.  Still havent heard a thing.   
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/12/2025

  Type:Order 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.

  Started discussions in November 2024 to quote price for *** compliance. Requested we sign a 3-5 year contract. Wanted pricing which never came until end January which was a higher quote then what we were originally on. Still have not come back with any pricing and now say that we are tied into contract until Jan 31 - 2026. Motive will not allow to talk with anyone that can make a decision on pricing and now are requesting payment due to not giving 30 days ********* reviews i have looked at, this company Motive does this with a majority of there customers and is hard to get out. No contract signed, Will NOT allow to pay unless give credit card number which they put on file and auto take out of account which i have expressed numerous times they are NOT allowed and requested them to remove credit card from there system which they say they have but keeps getting put back on by Motive.

  Business Response

  Date: 02/13/2025

  Hey Bryce,
  
  
  We hope you find this email in the best of your health!
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will reach out to you with further details.
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  
  
  **** *****
  Motive Support