ComplaintsforLogistimatics

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Logistimatics LLC does not provide any process to solve consumer disputes. I have used several of their tracking devices at the same time for several years now. The problem is that when I want to make corrections of my subscription, theres no phone numbers or emails, yet they are very quick to charge my account for subscriptions. I see similar complaints from others so it looks like they dont want to invest in customer relations. I would imagine that providing a service means also being available to the customer who is purchasing your products and services. Thank you.

  Business response

  06/28/2024

  Dear ****,
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We take all customer feedback seriously, and I want to address the issues you raised regarding our customer support processes.
  
  First and foremost, I want to assure you that we take customer feedback seriously, and your frustration has not gone unnoticed. At Logistimatics, we strive to provide multiple channels for our customers to reach out and resolve any disputes or inquiries they may have. While we don't currently offer phone support due to resource constraints as a growing company, we have made our email address ********************************** readily available across our website, including on the "Contact Us" page and within all our self-help articles.
  
  Additionally, our customer support team is dedicated to promptly responding to and resolving any tickets submitted through our online support system. This system has proven effective for many of our customers, including yourself, as you have successfully submitted support tickets in the past.
  
  I understand your frustration with the perceived lack of accessibility, especially when it comes to making changes or corrections to your subscription. However, I want to assure you that our team is committed to providing exceptional customer service and addressing any concerns or issues you may have.
  
  If you have encountered any difficulties in submitting support tickets or reaching out to us through our established channels, please let me know. We are always open to feedback and suggestions on how we can improve our customer support processes to better serve our valued customers like yourself.
  
  I will be reaching out to you directly to further discuss your concerns and assist with any subscription changes or corrections needed. However, I hope you can understand that while we value all customer feedback, our established support process through our online ticketing system and email channels is the proper avenue for addressing issues, rather than escalating through third-party organizations like the BBB.

  Sincerely,

  Dane
  Customer Support Supervisor
  Logistimatics | We track everything.
  ********************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 21st 2023 $54.95 A working tracking device with a paid monthly subscription from me The nature of this dispute is I used it for 5 months and cancelled subscription and was told I could re activate at any time. I went to ********** to take care of my dying mother and when I got back to where I live a few days ago on 06/21/24 I tried to re activate my subscription. Everytime I tried it sasy to contact customer support. So I set up a support ticket andn I just got a email telling me thatmy tracker is too old for them to send a new sim card but also they switched network providors and I would have to purchase a new tracker. There was nothing in there disclaimer that said if they switched network providors I would have to purchase a new tracker. That means that every single person the purchased a tracker longer then 6 months ago which I sure is in the 100's or thousands they are saying all had to purchase a new tracker yet not one person has complained in the feedback section. They are just trying to get more money off me for another device. I was happy to pay the monthlu subscription but I will not buy another tracker that I just got a year ago. The only thing they offered was a 10% discount on a new tracker. They need to either re enburse me or send me a new tracker I have 5 months worth of orders for monthy subscriptions af $24 a month for them I can provide the email they sent but would need a forwarding email address to send it too

  Business response

  06/26/2024

  Dear ********************,

  Thank you for bringing your concerns to the Better Business Bureau regarding the issues you experienced with reactivating your tracker after the *** card cancellation. I appreciate you taking the time to escalate this matter, as it allows us to address your grievances thoroughly.
  
  First and foremost, I want to acknowledge the frustration you must have felt when faced with the inability to reactivate your device due to the canceled *** card. Please know that this decision was not taken lightly by our company.
  
  As you may be aware, we were informed by our previous connectivity partner that they would no longer be supporting the audio feature on top of canceling inactive *** cards, which is a crucial aspect of our tracking solutions. To ensure the continued availability of this feature for our valued customers, we had to make the difficult decision to switch to a new carrier and connectivity partner that allows *** reactivation as well. This transition required all existing *** cards to be replaced, as each tracker needed to undergo an *** (Access Point Name) change to function properly with the new carrier's network. Unfortunately, in your case, since your subscription had already been canceled at the time of this transition, the *** change could not be applied to your existing *** card.
  
  While we understand your request for an additional month of free subscription, the 50% discount on both the tracker and the monthly subscription offered by our agent is the maximum we can provide under the circumstances. This offer aims to strike a balance between addressing your concerns and maintaining the financial viability of our business operations.
  
  Regarding the lack of communication about the *** card cancellation, our terms of service do state that the company reserves the right to make changes to its products and services as deemed necessary, with or without prior notice to customers. While we strive to keep our customers informed, it is not always feasible to provide individual notifications, especially for customers who have already canceled their subscriptions and may no longer wish to receive updates from us.
  
  We genuinely value your business and regret any inconvenience this situation has caused you. However, we hope you can understand the rationale behind our decisions and the limitations we face in accommodating your request for an additional free month of subscription on top of the 50% discount code.
  
  If you have any further questions or concerns, please feel free to reach out to me directly. We can also arrange a phone call if this email explanation does not suffice. I remain committed to addressing your grievances and finding a mutually acceptable resolution.

   

  Sincerely,

  Dane
  Customer Support Supervisor
  Logistimatics | We track everything.
  ********************************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I do not know who or what this company is or does. I found a charge on (January 11, 2024) my bank statement and one of the companies I have to deal with changed a I name, I thought this was them. I had moved and they were charging fees for a new service, which Ive had for years, so when I called to get things corrected I discovered this was not their name.I tried to reach logistimatics gpa and couldnt find any information. All of a sudden there was a message screen and I told them I had not bought anything from them (didnt even know who they were or what they sold) and wanted my $179.40 returned. I also asked how they got my information and their response was that like everyone else I got a lot of emails. That sent up a red flag and I tried to get a phone number but they wouldnt respond.Im on limited income please help if you can, how did they get my information?.Thank you!

  Business response

  03/25/2024

  Hello ******,

  I hope your week is off to a great start! We recently received your complaint via the Better Business Bureau (BBB) regarding an unrecognized charge from our company, Logistimatics. 

  Firstly, we want to assure you that we take this matter very seriously. However, we need a bit more information to conduct a thorough investigation and provide a resolution. As of now, we are unable to locate any customer records or support tickets associated with your email address.

  To assist us in resolving this matter, could you kindly provide the following information:

  Screenshots of your bank statement displaying any charges related to this dispute
  Date/s and amount/s of the charge/s posted to your account
  Last four (4) digits & expiration date of the payment card
  Billing address associated with the disputed charges
  Order confirmation number/s and/or screenshot/s of confirmation/s 

  This information will enable us to trace the transaction and provide you with an appropriate resolution. Rest assured, your personal information will be handled with the utmost respect for your privacy and security.

  If you don't feel good about providing that information here, please send us an email at ******************************** to chat directly with us!

  We appreciate your cooperation and look forward to resolving this matter. Please respond directly to this email with the requested information.

  
  Best,

  Dane

  Logistimatics Customer Support Team
  

• Initial Complaint

  12/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Logistimatics continues to charge my card number several times periodically throughout the year for a yearly subscription. They have now charged me 3 times this year for the same thing. They did this last year and refused to answer my emails until I got the BBB involved then they immediately responded and reimbursed me.

  Business response

  12/20/2023

  Hello ******* - 

  Our system indicates that on December 4th, 2023, our customer support team was able to resolve this complaint.  Below is the communication:

  I hope this email finds you well. I am writing to sincerely apologize for the inconvenience caused by the multiple charges on your yearly subscription. We understand how frustrating this situation must be for you, especially after being assured that it would not happen again.
   
  Firstly, I want to assure you that we take this matter very seriously, and we appreciate you bringing it to our attention. We apologize for any confusion or frustration this may have caused. Our goal is to provide you with the best experience possible, and we deeply regret any inconvenience caused by this billing error.
   
  To address this issue, we would like to offer you a solution. We can completely cancel the subscription associated with your tracker, allowing you to start a new subscription. This will help resolve the glitch in your current subscription plan. By starting fresh, we can ensure that you are not billed multiple times in the future.
   
  In addition, I want to inform you that we have already refunded the payment made this month of December. We understand the importance of timely reimbursements and have taken immediate action to rectify the situation.
   
  Furthermore, if you decide to proceed with canceling your subscription, we will gladly refund you the payment made last November as well.
   
  Please let us know how you would like to proceed. If you would like us to cancel your current subscription and start a new one, kindly confirm your decision, and we will take care of it promptly. Alternatively, if you prefer a different resolution or have any further concerns, please do not hesitate to let us know, and we will do our best to accommodate your request.
   
  Once again, we sincerely apologize for any inconvenience caused. We value your business and appreciate your patience and understanding.
   
  Thank you for giving us the opportunity to address this issue and regain your trust. We look forward to resolving this matter to your satisfaction.

  Response: 

  Thanks, I would appreciate it if you could cancel my subscription and reimburse my payment for the year. I may come back in the future, but I'm concerned about having to constantly monitor my account with concerns of multiple charges.  I'm trying to grow a business and I feel like I am constantly being nicked and dimed every where I turn and I don't want this subscription to add to all the stress.  Thank you, and I appreciate it.  I will keep Logistimatics in mind in the future for company vehicle tracking.

  Resolution: 

  Thank you for your prompt response.
  
  While we are sad to see you go, we are definitely thankful for your loyalty as a customer/subscriber. 
   
  I want to inform you that we have canceled your subscription as requested. Additionally, I have processed a refund for the payment made in November. You should see the refund reflected in your account within 5-10 days.
   
  We genuinely appreciate your support and would be more than happy to have you back as a customer in the future.
   
  If you have any further questions or concerns, please feel free to contact our customer support team. They will be glad to assist you.
   
  Thank you again for considering Logistimatics for your company vehicle tracking needs. We wish you all the best in your business endeavors.

  We have also sent a follow-up communication to confirm that this issue is resolved.

   

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Currently been subscribing to the company but ever since they updated their system yesterday I have had no service no tracking of any kind this is a tracking service and what’s the use of the service if that’s not what they are going to provide they continuously have said they have a outage and it’s partially fixed I haves sent in numerous help tickets to not have anyone contact me back or at least resolve the problem.

  Business response

  10/06/2022

  On October 3, 2022, we launched a major system wide upgrade to our website and mobile applications.  Unfortunately, even with vigorous testing and preparation, there were bugs and unforeseen impacts that are causing this outage/downtime.  We are working diligently to correct these impacts and apologize for the inconvenience that it is causing.  We understand that this is frustrating, and we have attempted to communicate this outage in the form of email, a banner on our website that included a link to a status page for progress updates, communication to reviews is each platform, as well as responding as quickly as we can to the support tickets.

  We’re sorry you’re having issues and thank you so much for the feedback and thank you for your patience as we improve. If you would like to chat with our team directly, please email [email protected], and we’d be happy to assist you.  We are happy to refund you this month's subscription or extend your subscription by an additional month.  We are happy to work with you to make things right.

  Again, our apologies for this inconvenience as we improve our systems to make your experience better and more enjoyable.

  Best Regards,
  Logistimatics

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is my second tracker within one month that is not working. It has not been functioning for over two weeks now and despite numerous attempts with customer service they refuse to work on the problem any further and just ignore my attempts to provide any more suggested solutions. I am requesting a refund of my subscription as soon as possible.

  Business response

  06/07/2022

  According to the ticket history for this customer, they originally reached out on 4/25/2022 and communicated that they had activation issues with the device that was ordered.  Customer support responded to the customer within an hour. Within 2.5 hours, customer support reached out with steps from our Tier 2 team to try and resolve the issue.  The customer responded that they had already completed the steps provided.  At that time a recall was placed to have the device returned to us and an exchange to be shipped out.  The customer provided the address to ship the exchange to and that free shipping would be fine that that they would send the faulty device back.  The exchange was processed on 4/27/2022. On 6/1/2022, the customer reached out experiencing issues with the replacement device.  It was again escalated to our Tier2 team and another recall was placed for the faulty device.  On 6/6/2022, the customer asked about an update and that if there was not one, that they would like a refund.  On 6/7/2022, the customer commented: "I'm sorry but I'm done with this.  I will be happy to return the unit (again) but would like to cancel my subscription and receive a refund.  I have a filed a Better Business Bureau complaint to request a refund.  Incidentally, you have an F rating with them that I wish I would have looked at before going through all of this.  If I receive a prompt refund I will tell the BBB that the resolution was satisfactory."  A refund was issued to the customer for the 6 month service that was purchased 4/22/2022 in the amount of $119.70.  An additional refund of $63.00 was refunded for the device that needed to be exchanged on 2 separate occasions.  We apologize for the inconvenience and hope that this matter has successfully been addressed.

  Customer response

  06/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.  They made some mistakes but made it right promptly.  They really should look into why I've had three devices fail because their location system is the best I've seen except for the reliability.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have messaged them telling them the new tracker I bought won't charge and is saying that it's still at their warehouse. They sent back a email stating I would have to pay for a new one. I shouldn't have to pay for something they sent that doesn't work. On top of that I'm paying a 2 monthly subscriptions and I'm not getting the service they stated would come with it. Neither of my trackers work. I have one that Is charged but stopped tracking they said they would reset it but they won't respond when I tell them it's not tracking. I'm paying $50.00 a month for basically nothing because they aren't working. The new tracker I received yesterday is broken and won't hold it'd charge and I paid $50.00 for it. I need these for my work. They Taking my money but won't do anything about the broken tracker or the one I currently own that just doesn't work all of the sudden. I asked them to refund me for the new tracker that cane yesterday and to reimburse me for that subscription seeing how it does not work. They will not refund me and they are going to keep charging my card for services I am not getting. I just want my money back so I can go elsewhere. They have no phone number and all you get is the same automated message. I have all the emails I have sent if you would like those. I can't afford to be charged for broken items and monthly for services that I'm supposed to be getting but I'm not.

*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. ↩