Complaints

• Initial Complaint

  09/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In 2021, I handled billing for ****************, which was designated "out of business" by both *********** in January 2022. I contacted Transflo then to terminate ELD services, but they have continued to charge my account for the past 9 months even though they have not been providing any type of service to us. I recently contacted them again via email & was told that even though the company was designated out of business the associated devices continued to work & were active on their network. Meaning, they continued to provide service even if Jetway wasnt actively using the devices. This reasoning completely contradicts an email we received on February 18th of this year from Transflo regarding the devices that we have. This email stated that "Your ELD device is connected to ****s 3G network. **** will be turning off all 3G access by February 22. This will render your device unusable." **************** was in fact not provided by Transflo for any reason because the devices we have were no longer operational on February 22, 2022, nor were they active on Transflo's network. Nevertheless, the account was consistently charged monthly service fees for devices that did not work, for a company that was no longer in business. I've requested to be refunded for those months that the account was charged when no service was provided on devices that were essentially unusable (according to Transflo), to no avail. This tactic of forcing a lengthy service contract for inoperable devices is unfair business practice, and it is highly unethical to continue to charge for services that are not actually being provided, especially after a company is deemed out of business. I see this as simply another way for larger companies to take advantage of smaller businesses, which does not align with Transflo's customer service principles. I have noticed other complaints with the BBB in which customers in identical situations as this were in fact refunded, which should be the same in my case.

  Business response

  09/20/2022

  We've received the complaint and are investigating this customer's statement and accusations. The point of the 3G Sunset email was to ask this customer to replace the device since the platform would no longer support it. If under contract for services, whether in business or not in business, customer's are obligated to pay per the contract guidelines unless there is a stipulation in the contract re: a business closing.  Please inform this customer that the contract will be reviewed per the terms in the contract that were agreeable and enforceable when they signed it after which there will be a follow up to this response. 

   

  Customer response

  09/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find fair to allow them to investigate the matter.  I am still seeking a refund for charges when service was not provided.
  
  Sincerely,
  
  **************

• Initial Complaint

  06/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I canceled my Trans flo ELD back in January,2022 . I received a bill in February and til now June 2022?for each month . I tried calling tech support and I tried calling billing for several months can't get anyone to answer my call.I even called 4times in one day stayed on hold for 20 mins no answer . All I want is to not be billed anymore a receive a refund for these Months........ February,March, April, May and June.

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/06/22) */ Hello Mr. ****- we take your complaint very seriously , thank you for bringing it to attention. I have already begun the process of investigating your cancellation and payments. I will reply shortly with my findings and hope to provide an equitable solution. Again - thank you for making this known. Business Response /* (1000, 7, 2022/06/23) */ It seems that *********** **** requested termination via "chat box" an agent was not available at that time so the chat box logged his information and let him know that a member of support would be reaching out soon. Support reached out later the same day (01/17/2022) to confirm termination and received no response so the case was closed- termination has to be confirmed by the customer. Transflo is willing to terminate *********** ****'s ELD device and refund $27.99 for months Feb-June as requested. A member of the Transflo team will be in touch with *********** to provide this update. Business Response /* (4000, 10, 2022/06/23) */ ***Document Attached*** VM message and email communication to *********** today to relay the cancelation confirmation and refund.

*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. ↩