ComplaintsforNavTool

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Business pretends that they are doing everything except sending me the refund He tells a very different story and therefore no product and my money is stollen ******

  Business response

  07/02/2024

   Customer placed an order with account that is now closed and they have no longer access to the account. We have explained to them that refund is being processed due to other means and this is not our problem and we are not sure why they are complaining here as they no longer have access to the account 

  ----

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• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Created on: 2023-12-03 14:43:29 I places an order for a Navtail Carplay unit for my Acura RLX from Navtool.com. After placing the order I read multiple reviews about the product stating that it was a clunky unit that needed to be put in the glovebox or somewhere else. This was not described on the original product listing so I decided to request cancellation. It was the next morning and I contacted support via chat and they told me it needed to be cancelled within 30 minutes of the order, and if it was not in that time window an RMA had to be requested.I submitted an email to the address they told me ****************************** and did not get a response for 4 days. I requested an update and then was pushed to an online return policy, which states if the product is discounted it cannot be returned. The customer service then told me to refer to this attorney general page. It seems everything in this company's practice is intended to do the absolute bare minimum and be as anti consumer as poissible.

  Business response

  12/05/2023

  The customer came across reviews online indicating that the product was described as a cumbersome unit requiring placement in the glovebox or an alternate location. Since this information was not initially provided in the product listing, the customer opted to request a cancellation.
  
  
  Is this some form of a twisted prank?
  
  
  Does the customer genuinely believe that information gleaned from online sources surpasses the knowledge of a ***-based manufacturer providing employment opportunities domestically?
  
  
  Attached is a screenshot illustrating our clarification that the product cannot be installed in the glovebox. As a company specializing in car parts, it is common knowledge that car parts are not intended for installation in glove boxes.
  
  
  Additionally:
  
  
  Numerous individuals have attempted to exploit the system. Instead of employing appropriate diagnostic procedures, some individuals, primarily DIY enthusiasts but also certain purported professionals, resort to trial-and-error parts swapping when faced with unfamiliar electrical issues. When the installed parts fail to rectify their problems, they seek returns and try alternative solutions.
  
  
  Electrical and electronic components are susceptible to damage through improper installation or testing. Due to the sensitivity of electronics to voltage overloads, even a minor voltage spike can render a component unusable. Actions such as unplugging a wiring connector with the key still on can generate a momentary voltage surge of hundreds of volts. Incorrectly connecting wires or using improper testing procedures can also harm delicate electronics. The uncertainty regarding whether a part has been utilized or damaged poses significant risks.
  
  
  Due to these risks, many distributors decline returns on electronic components. While this may appear unjust to some customers, it serves to safeguard the next customer who could potentially receive a faulty part that had been previously returned.

  Customer response

  12/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    No, this is not a twisted prank.. This is a genuine customer that was fooled into buying a poorly listed product from a shady business owner. Yes, I turned to other sources of information from other customers due to the fact that there is no mention of the hardware included with this purchase on the product page (*****************************************************************************), all of the instructions on the site point to a page that is being redesigned (***************************************************************), and ******* videos provided only show carplay working and lack any details about the product itself.

  I can't see the screenshot provided showing that product should not be installed in glovebox, but it is not listed on the product page, where it should be. Along with the fact that the package contents and the fact that this is a large unit should also be detailed on the product page.

  All of the comments on users trying to install themselves and business incurring costs  due to faulty installation and returns are fair, but irrelevant. This product is still unopened and in the box shipped from the business. I requested cancellation within a day after purchase, they just chose to have a literal 30 minute window for cancellation, otherwise you're stuck with it. I asked for a return or cancel and they took days to respond then mentioned it was discounted so it can't be returned. This product is ALWAYS discounted from the looks of it! It looks like we currently still have a Cyber monday deal here on 12/9/23.. Cyber monday was 12/2/23. Looking at archives, there are multiple special sales to again prevent returns "August 2023 Special Sale Price" or "April 2023 Special Sale Price ".. OBVIOUS customer deception.

  Not only this, but they marked my review as "typical competitor scam" on Trustpilot. They had already worked with me, knew the review was coming, provided me my order number, and all information matched, they just did this to try to get thew review off their page. At least with this BBB complaint they acknowledged that I was a genuine customer.

  These practices are shady and anti-consumer compared to almost any other business in the ***. 

  The business should accept a return/refund of the UNOPENED/UNUSED item in question due to lack of an accurate product description or I consider this review true and necessary to keep other customers from dealing with this garbage. 

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

  Customer response

  12/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  I guess they are trying to derail this conversation into the glovebox installation rather than a custoemr wants to return and your return policy ***** and is anti consumer. I don't see how it is a "physical impossibility" when plenty of people have put the unit in the glovebox. How is it impossible? It's a unit that fits in the glovebox and you can run wires to it. The point I had was that there is no information that a large physical box unit is part of this system on the product listing and as soon as I found that out I wanted to return it. 

  
  And to this point, where are you actually expecting people to put this? Behind the radio seems like a bad idea if there is even enough space given connections could loosen, there is no solid appropriate mounting, etc. In your reply you state this is designed for discreet installation within a car. But where? in the trunk?

  Again, I will state the point is the item should be able to be returned as the details about the unit were not provided on the product marketing page. 

  
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  Sincerely,
  
  ***********************
  
  
  
  
   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  12/19/2023

  I'm here to help clarify the rules and regulations regarding refunds and returns in the *************. Let's break down the information from the ************************ (***) and the ************** *******************************.
  ************************ (***)The *** does not mandate a specific refund policy for businesses. However, it does require that companies clearly disclose their refund and return policies to customers.
  ************** ******************************* ************** law requires that stores must post their refund policies in a clear and visible manner. This law, known as ** General Business Law 218-a, applies to businesses operating within **************.
  State vs. Federal Policies If a customer purchases a product from another state, they should follow the federal policies, as state policies may not apply to their situation. In this case, the customer should adhere to the *** guidelines.
  Merchantability The *** states that when you sell goods, there is an implied condition of merchantability. This means that the goods must be of "fair average" quality, be fit for their usual purpose, and conform to any promises made in packaging and labeling. If the goods do not meet these standards, the customer has the right to return the product and receive a refund.
  Installation Misconceptions In this case, the customer believes that the product needs to be installed in the glove box. This is not true, as the product installation requirements are not related to the glove box. It is essential to follow the manufacturer's guidelines for proper installation.

   

   

  *** is CLEAR: 

  *************************************************************************************************************************************************.

  ******************************* is today reminding consumers that ************** law covers refunds. ** General Business Law 218-a requires stores to clearly post their refund policies. 

  Policy was posted on the website 

  The customer purchased it from another state which means he cannot even use state policy he should adhere to federal policies

  This part of the law says that whenever you sell goods, there's an implied sales contract condition that means they must be "merchantable." The definition of "merchantable" includes that the goods must:
  Be of "fair average" quality
  Be fit for their usual purpose
  Conform to any promises you make in packaging and labelling
  If the goods are not merchantable, you have effectively breached your contract with the customer. They therefore have the right to return the goods and receive a refund, thus restoring them to the position they were in before the contract.

   

  Customer believes that the product needs to be installed in the glove box which is not true, this is only true because the customer read it somewhere else but that's not how the product is installed

   

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Product received by navtool does not work as advertised. **************** is not what it is advertised.

  Business response

  08/03/2023

  We have provided customer with customer service, but the customer doesn't want to receive the service as the customer needs to update the device software

   

   

   

  Customer response

  08/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have spent months talking back and forth with them. Since day one, I contact them to get assistance and they never fixed my issue. They claim they are always available in which they are not. I have to wait days for a reply from them. They say it WILL work for my car so I purchased their unit and now they say it is my car just because they cannot fix the problem. I have asked for a refund for a month now since their product does not work as advertised. They said no because it is my car and not their machine.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/24/2023

  whether it's for installing products like CarPlay in your car or for other professional services.

  When you decide to take on a DIY project like installing CarPlay yourself instead of going to a professional shop, it's important to understand that certain challenges might arise during the process. Just like a professional installer, you too would need to go through troubleshooting steps to ensure everything works smoothly.
  

  Consider the analogy of an AC professional installing an air conditioner in a house or going to a doctor with neck pain. In both cases, the experts follow a systematic approach to identify and solve issues. Similarly, when it comes to installing CarPlay, there could be various software-related complexities that might need attention.
  

  Here's why troubleshooting steps are crucial:
  

  Identification of Issues: Troubleshooting helps in identifying any problems that might arise during installation. It's like diagnosing the root cause of a problem before moving forward.
  

  Efficient Solutions: Once issues are identified, troubleshooting enables you to find efficient solutions. This might involve adjusting settings, making software updates, or checking for compatibility.
  

  Avoiding Further Complications: Ignoring problems or skipping troubleshooting steps could lead to further complications down the line. Addressing issues early prevents bigger problems later on.
  

  Personalized Approach: Every car and setup can be slightly different. Troubleshooting allows you to tailor solutions to your specific situation, improving the chances of success.
  

  Learning Experience: Going through troubleshooting steps can be a valuable learning experience. It helps you understand how the system works, which can be useful in the future.
  

  Time and ************* While it might seem time-consuming initially, troubleshooting can save you time and money in the long run. It prevents you from making unnecessary mistakes that could lead to additional expenses.
  

  Maximizing Benefits: Troubleshooting ensures that you get the most out of the product you're installing. In the case of CarPlay, it guarantees a seamless integration with your car's existing software.
  

  Remember, troubleshooting doesn't necessarily imply that you've made a mistake. It's a standard practice to ensure the best results, whether you're an expert or a DIY enthusiast. If you encounter challenges during your CarPlay installation

  Customer response

  08/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Navtool claims I did not go to a professional shop but do not know if I am a professional or not. In fact, I am a professional that has my own business along with certified as a mechanic and additional electrician certifications. Even with all of this, Navtool will continue to push blame on other people as if they did nothing wrong. 

  I contacted them to inquire what to buy, they informed me what was needed, I purchased their product, they provided steps to install their product, I followed their steps exactly how they posted and recommended, and the problems still happen. Navtool wants to claim I must be a professional to install their product, but they claim that anyone can do this and if we alter their install, they will not help us. So, does Navtool stand by their claim that anyone can install it or a professional must install it?

  Now, that I am a professional and certificated on many aspects, followed their steps, did their troubleshooting, and the their product still does not work, I have asked for a refund and after Navtool dragged out the troubleshooting, they claim that too much time has passed. Now, we have a paper weight.

  Navtool is a ***** in the business of selling faulting products.
  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $499.99 in April of 2022 for a Lexus airplay converter. They told me the parts would be there in July in July they told me they would be there in September. Then they said they couldnt get the parts. I asked for a refund of my $499.99. That is what I paid. I call and wrote to them continuously from September to now. No one seems to know why I didnt get a refund and then they tell me they will check and call me back, but I never get a call. So I call them again and go thru the same thing over and over. I asked to speak to a manager, the manager **** said they have an outside company doing their checks and he would check to see whats going on and call me back. But no return call. I asked for the number so I could call the company that handles their refunds and customer service tells me they dont have a number. This has been going on for months. Can you help me to get my money back. That is a lot of money for me to lose. Thank you

  Business response

  05/01/2023

   As we have mentioned, you have received the company credit

  Public service announcement: better business bureau does not work for free and have to make money somehow, one of the ways to sell your information. So get ready for spam calls and emails including physical mail

  We may also use third party analytics and advertising tools, or allow third party companies, to serve ads and/or automatically collect certain non-personal information from you when you interact with our site, advertising, or social media. This may include click stream information, browser type, *************, subject of advertisements clicked or scrolled over. These third party tools or companies may use technology such as cookies, web beacons, pixel tags, or log files to collect such information.

  This is right on their website if you click the link and read their privacy policy - *****************************************************
  

  When you submit a comment to a blog post on the BBB website, you also submit your name and email address to BBB. BBB may share that information with a third party,
  

  *****************************************************

  read the link

  The Better Business Bureau (BBB) is a non-profit organization that provides a platform for businesses and consumers to resolve disputes and complaints. It is important to understand that the BBB is not a government organization and does not have the power to force businesses to do anything.
  

  While the BBB does not work for free, It is true that the BBB is in the business of selling information.

  It is possible to receive spam calls and emails after submitting a complaint to the BBB

  *****************************************************
  

  read the link

  This is right on their website if you click the link and read their privacy policy

  When you submit a comment to a blog post on the BBB website, you also submit your name and email address to BBB. BBB may share that information with a third party,

  We may also use third party analytics and advertising tools, or allow third party companies, to serve ads and/or automatically collect certain non-personal information from you when you interact with our site, advertising, or social media. This may include click stream information, browser type, *************, subject of advertisements clicked or scrolled over. These third party tools or companies may use technology such as cookies, web beacons, pixel tags, or log files to collect such information.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Paid $499 in June 2022, purchased an interface for my 2014 Range Rover to allow it to use Apple Car Play, was told 12 weeks delivery at time of purchase, have been told multiple time that parts were still not in, asked for a refund, they said all they could only give me a gift card, I filed a claim with AMEX and they then claimed it was shipped in Sept 2022, they provided a tracking number which AMEX accepted, however the tracking number was not to my name or address according to ****** AMEX considers is a moot point and Navtool will not verify and prove the tracking number was to me, they say since it is in their log it is correct, looking at the tracking number on the ***** website only show the same city I live in, it does not show my name or address, also the picture of the package on the porch is not at my house. I need help with this please.

  Business response

  04/28/2023

  what is your question

  Public Service Announcement:

  Consumers of ************** - **************************************************************************************************************************************************

  I would like to clarify that the Better Business Bureau (BBB) is not a government organization, but rather a non-profit private company

  BBB charges fees for certain services, such as accreditation and membership, these fees are not related to the ratings and reviews that businesses receive on the BBB's website.

  The Better Business Bureau (BBB) Isn't a ***************** and Can't Force Companies to Act
  MANY CONSUMERS THINK THE BBB IS A GOVERNMENT AGENCY THAT CAN SOLVE THEIR PROBLEMS, BUT IT'S PRIMARILY A BUSINESS MEMBERSHIP ORGANIZATION
  

  If you tell your friends that you're having a problem with a company, someone is bound to tell you to contact the Better Business Bureau (BBB) for help. But can the BBB really help you? Many people are confused about why the BBB actually does. The BBB is primarily a business membership organization, not a government agency. But the BBB can prove a good source of useful information about companies.
  
  CONSUMERS SURPRISED BY LACK OF RESULTS
  Many consumers report feeling frustrated that they did not receive the help they expected from the BBB. Why? Some consumers are surprised to see that the BBB is merely facilitating communication between themselves and a company or that to learn that the BBB was unable to force a company to take action. This stems from an erroneous perception that the BBB is a government agency. It is not. It is, in fact, a business membership organization with chapters spread across the country.
  
  BBB GIVES A COMMUNICATION MEDIUM
  The BBB does offer consumers a way to communicate with a business and voice their concerns via a third party, but they are ultimately unable to force a business to do anything. Moreover, not all businesses have BBB accreditation, which can cost many hundreds of dollars per year. Businesses without this accreditation are less likely to communicate with consumers through the BBB versus those who have a paid membership. And just because a business is responding to you through the BBB doesn't necessarily mean that you'll get anywhere.
  
  WHAT DOES SATISFACTORY BBB MEMBERSHIP ENTAIL
  Satisfactory membership in the BBB generally involves the paying of a membership fee and responding to consumer complaints in a timely manner. There are no stipulations that a business do anything to resolve a complaint or address the complaint a particular way. Some consumers report that responses from companies through the BBB are often short and do nothing to address their issues. Of course, every situation is different. Some consumers have successfully arbitrated through the BBB and others have seen satisfactory complaint resolution. But these may be cases where the company was already willing to work with the consumer to make things right.
  
  DON'T EXPECT A RESOLUTION
  ********** are welcome to file complaints with the Better Business Bureau," says ************************** **** **** ********** ********** should be cautioned, however, that the Better Business Bureau can in no way obligate a business to do anything. While a consumer sits around hoping for a response from a company, a response that might never come, that consumer could have already contacted the ************** Attorney General's Office or begun legal proceedings."
  
  CONTACT ATTORNEY GENERAL'S OFFICE
  Letters written on behalf of the ************** Attorney General's Office generally receive satisfactory resolutions to consumer complaints very quickly. In cases where the business does not respond or is engaging in illegal acts, the Attorney General, as the chief law enforcement officer in the state, can step in and take legal action on the consumer's behalf. The BBB cannot.
  
  AN "A+" RATING DOESN'T REALLY MEAN A BUSINESS IS TRUSTWORTHY
  Sometimes you can see that a company has an "A" rating with the BBB, and these scores are often tossed around in advertisements, but that doesn't mean the company is trustworthy. It simply means that the company has upheld its obligation to the BBB and followed their membership rules. Ratings come from a variety of factors from time in business to the number of complaints received, both answered and unanswered.
  Please note that we are not discouraging consumers from using the BBB. While the BBB cannot force a company to do anything, the BBB does offer consumers valuable insight into companies and may be able to resolve issues through arbitration.
  
  
  

  Business response

  05/01/2023

  Yes, we explain to you the problem already

  Public service announcement: better business bureau does not work for free and have to make money somehow, one of the ways to sell your information. So get ready for spam calls and emails including physical mail
  

  We may also use third party analytics and advertising tools, or allow third party companies, to serve ads and/or automatically collect certain non-personal information from you when you interact with our site, advertising, or social media. This may include click stream information, browser type, *************, subject of advertisements clicked or scrolled over. These third party tools or companies may use technology such as cookies, web beacons, pixel tags, or log files to collect such information.
  

  This is right on their website if you click the link and read their privacy policy - *****************************************************
  
  When you submit a comment to a blog post on the BBB website, you also submit your name and email address to BBB. BBB may share that information with a third party,
  
  *****************************************************
  read the link
  

  The Better Business Bureau (BBB) is a non-profit organization that provides a platform for businesses and consumers to resolve disputes and complaints. It is important to understand that the BBB is not a government organization and does not have the power to force businesses to do anything.
  
  While the BBB does not work for free, It is true that the BBB is in the business of selling information.
  

  It is possible to receive spam calls and emails after submitting a complaint to the BBB
  

  *****************************************************
  
  read the link
  

  This is right on their website if you click the link and read their privacy policy
  

  When you submit a comment to a blog post on the BBB website, you also submit your name and email address to BBB. BBB may share that information with a third party,
  

  We may also use third party analytics and advertising tools, or allow third party companies, to serve ads and/or automatically collect certain non-personal information from you when you interact with our site, advertising, or social media. This may include click stream information, browser type, *************, subject of advertisements clicked or scrolled over. These third party tools or companies may use technology such as cookies, web beacons, pixel tags, or log files to collect such information.

  
  

  Customer response

  05/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  The 2 replies look to be spam of some sort and have NOTHING to do with my issue. I want a refund for product net received.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/08/2023

  ***************

  the product was shipped and delivered 

   

  Customer response

  05/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They provided a tracking number from ****** #************. This shows a package was delivered to my city. There is no reference to my name, my address, or any other identifying information. If you look at the picture the driver took with the package on a porch, it is not my porch!!! I have tried to tell them that the tracking number only shows a package was sent to my city, not to me. I have asked them to research the tracking number with ****** but they will not. I get the same answer over and over. "it was delivered". IT WAS NOT DELIVERED TO ME!!!!

  I don't understand why they won't research the tracking number with ***** and get proof of delivery with my name and my address and a picture of the package on my porch.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a interface for my 2009 **** flex radio from navtools on March 29th thru affirm and affirm didn't give the payment in time so the sell expired so since that loan expired I filed a dispute with affirm to close the account for navtools and I made another purchase on the 5th of April to get the interface. Well come to find navtools sent me the interface for the first loan but since I file the dispute to get that loan closed navtools has threatened to file charges on theft for the unit since I got it. I told them I was trying to get the dispute stopped so they could get paid. Well then they started threatening again to file theft charges on 2 units even tho I only have one and they said the 2nd unit was still in route. I asked them how could they file charges for the one that hasn't even got here and why haven't I got a email for the tracking on it. They would give me any info on tracking for the 2nd unit. They have my radio blocked so I can't use it because they say I owe 200 dollars for dispute fees on both units I only filed on one. I finally got the dispute stopped and got them paid. But now they're still saying they want take the block off till I pay the 200. I have text messages from them threatening my whole family and I need something done please. And buy the way they intercepted the 2nd unit and got it back but still trying to make me pay for the dispute I never filed on it. I have sent them the info from affirm showing all the proof please help me. I haveball the messages saved. I just want the product I ordered from them to work.

  Business response

  04/18/2023

  Thank you for contacting us regarding your concerns about the Better Business Bureau (BBB). We would like to provide you with some information to help clarify your concerns.
  The BBB is a private non-profit organization that provides consumers with business ratings, reviews, and other services. It is not a government agency and does not have the authority to regulate or enforce laws. The BBB is funded by fees paid by businesses for accreditation and other services.
  As a private organization, the BBB is not required to work for free. The fees that businesses pay for accreditation and other services help fund the BBB's operations and allow them to continue providing services to consumers. However, it is important to note that the BBB does not charge consumers for its services.
  Furthermore, the BBB operates on a "pay-to-play" model, which means that businesses can choose to pay for accreditation and other services that *** influence their ratings and reviews on the BBB website. This has led to some criticism of the BBB, with some accusing them of being biased in favor of businesses that pay for their services.
  We hope that this information helps clarify any concerns you *** have had about the BBB. If you have any further questions or concerns, please do not hesitate to contact us.

  Customer response

  04/20/2023

  Here's a screenshot of the purchase thru affirm. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  04/20/2023

   Why are you making false statements 

   

  Why are you not sending the statement of the dispute

  Customer response

  04/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You want to start with WHY . WHY NUMBER 1 BECAUSE AFFIRM TOLD ME THERE SHOULDN'T BE ANY **** FROM YOU FOR THE **** BECAUSE THEY DONT CHARGE ****. WHY NUMBER 2 BECAUSE YOU HAVE THREATENED ME AND MY FAMILY.  WHY NUMBER 3 BECAUSE YOU KEEP TELLING ME YOU'RE FILING THEFT CHARGES ON ME FOR SOMETHING  THAT HAS BEEN PAID FOR WHICH THE **** LAUGHED AT WHEN I SHOWED THEM. WHY NUMBER 4 YOU KEEP CALLING ME STUPID OR CRAZY. WHY NUMBER 5 BECAUSE I'VE LOOKED ON THE BETTER BUSINESS BEAURO AT ALL THE REVIEWS FOR Y'ALL AND THERES A TON OF PEOPLE HAVING SAME ISSUES WITH Y'ALL LIKE I AM. AND THE BIG WHY NUMBER 6 IS YOU SOLD ME JUNK AND WANT FIX IT EVEN THO IT HAS A LIFETIME WARRANTY.  DO YOU WANT ME TO KEEP ON WITH THE ***** AND YOU'RE ALSO WANTING ME TO PAY FOR **** ON HERE. YOU MAKE 175.000.00 A YEAR AS YOU SAID AND S**** CUSTOMERS ALL THE ***** THERE'S PROOF ALL OVER HERE.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  04/24/2023

   Please provide screenshot were threats to your family were provided. Do not respond to this message without a screenshot as this will null and void everything you saying

  Customer response

  04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

  Customer response

  04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  Well it was a waste of my time man. They are right back to it again. So I'm stuck with junk but they're clear like they wanted. 

   

   

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

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a module from Navtool to upgrade my 2014 Acura MDX infotainment system to have Apple car play and Android Auto. This purchase was made Dec 24 2022 for $599.99. I received the device about 2 weeks later. Approximately Friday Jan 6. Installed the device the weekend right after. When I connected it there was interference with audio. The following Monday I made multiple attempts to call their technical support during my lunch hour. I was on hold for over 45 min no answer. I tried multiple attempts with the online tech support. Every time I I spoke to some one after telling them the interference noise occurred with and without the phone connected. They would only repeat to me if I can go to ******* and does it happen there. January 13th I called again this time o got an answer. ******************* asked me to try a couple things and to send a video . I sent the video the evening of Friday January 13. No reply. Tried multiple more times through navtool online to have **** contact me. January 18th I was able to call again and was able to speak to **** again. He said he didn't remember our conversation. But I sent him a video of the issue. While talking to him he said he would do an RMA for me so I would need to log in online to their website to get it. Also while talking to him he said that when they received the module he would have them test it. Then changed his mind stating instead he would have them send me a different one. I l told him when I had tried to log onto the Navtool website I was unable to retrieve an RMA and that I would get a message that my email was not connected to my purchase.he corrected the issue. On Monday January 23 I dropped the device off at *** on January 26th it arrived back at Navtool. Feb 24th I called Navtool to find out what was going on. Were they sending me another or refunding me. **** told me I would get it with in the next week. Received Mar 1 reinstalled March 4th still problems. Setup to have video call March 11 no call.

  Business response

  03/13/2023

  Firstly, we would like to inform you that the Better Business Bureau is not a governmental agency. It is a non-profit organization that aims to provide businesses with ethical standards and consumer protection services. Although the BBB has no official authority, it has earned a reputation as a trusted third-party mediator between businesses and consumers.
  

  However, it is important to note that the BBB is not a neutral party. The organization has been accused of engaging in pay-to-play games, whereby companies that pay membership fees are given higher ratings regardless of their actual business practices. In some cases, businesses that refused to pay membership fees have reported a drop in their BBB rating.
  

  Additionally, while the BBB claims to resolve disputes between businesses and consumers, it is not a free service. The BBB charges businesses fees for accreditation and complaint resolution services. This means that the BBB has a vested interest in resolving disputes quickly, which may not always be in the best interest of consumers.
  

  Moreover, the BBB may not have the technical expertise to handle complaints related to technical issues. While they can assist with general complaints related to business practices, they may not have qualified technicians to resolve technical issues. We suggest that you seek advice from the manufacturer or authorized dealer for technical issues.
  

  We understand that this information may be surprising or concerning, but we hope it helps you better understand the nature of the BBB and its operations.

  There have been several instances where the Better Business Bureau (BBB) has been accused of engaging in pay-to-play practices, or giving better ratings to companies that pay membership fees. Here are a few examples:
  

  1. In 2010, ******** conducted an investigation into the BBB's accreditation system and found that some companies with poor ratings were able to obtain an A+ rating after paying membership fees.
  

  2. In 2013, a Los ************* investigation found that some businesses that paid membership fees to the BBB were able to obtain a higher rating than similar businesses that did not pay fees.
  

  3. In 2015, the nonprofit organization Truth in Advertising filed a complaint with the ************************ (FTC) alleging that the BBB's rating system was influenced by payment of fees, and that some companies with poor records were able to obtain higher ratings after paying fees.
  

  4. In 2020, a *************** investigation found that the BBB's rating system could be manipulated by paying for BBB accreditation and complaint resolution services. The investigation found that some companies with poor ratings were able to obtain higher ratings after paying fees to the BBB.
  

  These are just a few examples of the allegations of pay-to-play practices that have been made against the BBB over the years. It is important to note that the BBB denies these allegations and states that their ratings are based on a variety of factors, including complaint history, transparency, and time in business. However, the allegations have raised concerns about the objectivity and transparency of the BBB's rating system.

  It is understandable that some people may believe the BBB is a government agency, as it is often referred to as a "consumer watchdog" and its services are widely used by consumers and businesses alike. However, it is important to recognize that the BBB is a private organization, and its services and ratings are based on its own criteria and standards, which may not necessarily align with government regulations or consumer protection laws.
  
  
  

  Business response

  03/13/2023

  Regarding your inquiry about returns, we would like to inform you that our return policy states that we can only accept returns within 14 days from the date of purchase. After the 14-day period, the product is covered by our lifetime warranty policy.
  
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an online order for their NavTool Version 6 product for $500 May 13th, 2022. I failed to receive the product and requested after various requests for updates. I requested to cancel the order and get a refund in December, 2022. I have still not received the refund for the order. I have attached a copy of the email thread.

  Business response

  02/21/2023

  You have been provided with the company credit to order any other part of your choice

  Customer response

  02/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The only part I wanted from the company is the part I ordered and have failed to receive.  I would like a full refund on my credit card for the amount ($500).  That is the request I made and NavTools agreed to.  I have not received the refund as agreed in the email thread, hence my complaint.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  03/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Thanks for explaining this for the first time.  I cannot accept business credit as there is nothing else I am interested in from Navtool.  Please explain how I can get reimbursed $500 for the cancelled order.  Or better, please just reimburse me my $500.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  03/03/2023

  The Better Business Bureau (BBB) is a non-profit organization that aims to promote trust and integrity between businesses and consumers. However, in the past, the BBB has faced accusations of "pay to play," which means that businesses that pay for membership or accreditation may receive more favorable ratings and reviews than those that do not.
  Here are a few examples:
  

  In 2010, ******** investigated the BBB and found that some businesses that paid for accreditation received higher ratings than those that did not. The investigation found that some businesses that were not accredited but had good ratings were denied accreditation until they paid the membership fees.
  

  In 2013, Yelp accused the BBB of extorting businesses by offering to remove negative reviews in exchange for accreditation fees. The BBB denied the accusations, but **** continued to criticize the organization's practices.
  

  In 2018, the ************************ (FTC) settled with the BBB over allegations that the organization gave higher ratings to businesses that paid for accreditation. As part of the settlement, the BBB agreed to make changes to its practices, including disclosing that accreditation is a paid service.

  Thank you for reaching out to us regarding your recent request for a refund or cash reimbursement. We understand that you may be disappointed with the fact that we are only able to offer you a company credit at this time, but we hope to provide you with some clarity on why this is the case.
  

  As you may be aware, it has been some time since you placed your original order with us. Unfortunately, we are unable to process cash refunds or reimbursements for orders that were placed a significant amount of time ago. Instead, we are happy to offer you a company credit that can be used towards any future purchases with us.
  

  Please note that we do value your business and want to do everything we can to ensure your satisfaction. However, we must also abide by our company policies and procedures in order to operate efficiently and effectively.
  

  Regarding your concerns about the Better Business Bureau, we understand that there may be some confusion surrounding their role and affiliation. The Better Business Bureau is a paid-to-play organization, meaning that businesses can choose to pay for membership and accreditation with the organization. While the Better Business Bureau provides a platform for consumers to file complaints and seek resolution, it is important to note that they are not affiliated with the government and do not have any legal or regulatory authority over businesses.
  

  We hope that this explanation helps to clarify the situation and that you understand our position. If you have any further questions or concerns, please do not hesitate to reach out to us.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a radio wiring kit for my DVD in my car. It worked as it should so I ordered one for my other car both are caravans, one 2015 and one 2017. The second one was installed and kept draining the car battery. I contacted Navtool over a two day period several times trying all their remedies but the battery kept dying. Their website says no hassle guarantee. I asked for a refund they refused saying only exchange. I told them I spent 3 days with mechanic at my expense and it still is not working. They told me "looks like you bought two of the same type" Insinuating I was trying to pull a fast one. I told them I have two vehicles and the first one is fine. They said "then the second one should be also. No help and no refund on a defective unit. Others on the web have made this same complaint about Navtool.

  Business response

  01/27/2023

  all issues must be resolved via warranty not BBB (BBB is not a government agency)
  
  (BBB is not a government agency)
  --------
  1. Accredited businesses get extra points toward their BBB rating also known as Pay To Play
  
  2. please ******* Terror Group Gets 'A' Rating From Better Business Bureau
  
  ***************************************************************************************
  
  3. please ******* Better Business Bureau Accused Of Pay-To-Play Scheme
  
  ******************************************************************************************
  
  4.
  **************************************************************************************************************************************************
  
  CONSUMERS SURPRISED BY LACK OF RESULTS
  Many consumers report feeling frustrated that they did not receive the help they expected from the BBB. Why? Some consumers are surprised to see that the BBB is merely facilitating communication between themselves and a company or that to learn that the BBB was unable to force a company to take action. This stems from an erroneous perception that the BBB is a government agency. It is not. It is, in fact, a business membership organization with chapters spread across the country.

  Customer response

  01/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]Purchased product that is damaging to my vehicle.  Requested refund but denied offering only exchange, then was accused of fraud by merchant.  Here is the chat from Navtool     Well, unfortunately, I am not from that department, but its very hard to believe that you are not trying to pull a fast one, number one you bought two of the same devices. Number two I went online and found the review that you wrote and it clearly is a lie because we nowhere advertise on our website a no hassle guarantee. So youre lying even in your review. And finally number three nobody who loves our product wants to return when our product doesnt work because there is not an alternative to it, everybody just exchange it on the warranty since you bought it to use it in your car. So if you bought something to use in your car, you actually know that our product works . You are now trying to return it because you dont bend it anymore. So far everything you said is a lie.
  The review is the biggest slide your road because now were on our website, we use words no hassle guarantee so everything you say is a lie. Ive been doing my job for so long.
  ***************
  Trust and Safety
  
  Our Guarantee
  
  Our unique hardware and software solutions assure the best quality of the picture possible on a given screen. Every interface is carefully designed and tested before we present it on the market. Here at NavTool we take pride of our long standing reputation of providing reliable and advanced solutions for your vehicle. Our confidence in the product is represented in one year no-questions-asked warranty on our interfaces.
  
  From your site
  
  I told you, I have a 2015 and a 2017 caravan Thats why I bought another one
  
  Im done here
  
  ********************************************************
  
  Yes, no question ask warranty, it says warranty warranty and guarantee you two different things, of course you say your battery dies. Send it back for exchange. But in your case, now you open the dispute which we use a third-party professional company that handles those, and each dispute cost $50, and the forward process your exchange of the warranty. Somebody has to pay that fee, because in our website, everything is clear as day because when you sell 3 million interfaces every single year and you have ****** employees, you better believe that we know what were doing
  
  
  OK try to explain to credit card company that you have two different cars but you bought same product but the two different cars are actually same cars just different years, also try to explain to them why you want your battery not to die but you just want to return the product, all of a sudden, Also try to explain why you dont follow the return policy that is posted online and wasting their time, also try to explain everything else and how you became a mechanic all of a sudden and you want them to recognize your skills as a mechanic. Because we already know the outcome everybody has to follow the law lol reason on speaking to you because I know you are the guy whos gonna call me directly look for me in the company and beg me to exchange fee on the warranty because now youre out of your money Because credit card company told you to change it on the warranty. There will be no other output I just begging you dont call me and ask me for warranty exchange after six of wasting time
  
  
  
  
  
  We have a side entry and a rear entry van for our son
  
  One is his moms and the other mine
  
  You are very insulting to my character . Im done here
  
  
  We were not trying to insult you. We were trying to help you and exchange it on the warranty just like it says on our website thats it. Thats all it is and every time customers dont understand what theyre doing. They think we should be paying the price
  8:33 pm
  
  
  
  
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/31/2023

  all issues must be resolved via warranty not BBB (BBB is not a government agency)
  
  (BBB is not a government agency)
  --------
  1. Accredited businesses get extra points toward their BBB rating also known as Pay To Play
  
  2. please ******* Terror Group Gets 'A' Rating From Better Business Bureau
  
  ***************************************************************************************
  
  3. please ******* Better Business Bureau Accused Of Pay-To-Play Scheme
  
  ******************************************************************************************
  
  4.
  **************************************************************************************************************************************************
  
  CONSUMERS SURPRISED BY LACK OF RESULTS
  Many consumers report feeling frustrated that they did not receive the help they expected from the BBB. Why? Some consumers are surprised to see that the BBB is merely facilitating communication between themselves and a company or that to learn that the BBB was unable to force a company to take action. This stems from an erroneous perception that the BBB is a government agency. It is not. It is, in fact, a business membership organization with chapters spread across the country.
  

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Navtools based on Salesman Recommendations. I gave them the exact make and model of the car. Now the technicality of the fact that my particular model does not work with Navtools was not disclosed during the sales process or in follow-up customer service calls. I had a Acura ILX Technology 2018. The resolution that was stated was to go back and 'sue ****** for not installing a Aux Unit in their dual screen cars. I am willing to try the Navtools again, but I want a refund or a store credit. I went through the current online ordering process for the SAME car and model TODAY and there is NO disclaimer that this unit will not work with my specific model of car.

  Business response

  01/13/2023

  all issues must be resolved via warranty not BBB (BBB is not a government agency)

  
  (BBB is not a government agency)

  --------
  1. Accredited businesses get extra points toward their BBB rating also known as Pay To Play
  
  2. please ******* Terror Group Gets 'A' Rating From Better Business Bureau
  
  ***************************************************************************************
  
  3. please ******* Better Business Bureau Accused Of Pay-To-Play Scheme
  
  ******************************************************************************************
  
  4.
  **************************************************************************************************************************************************
  
  CONSUMERS SURPRISED BY LACK OF RESULTS
  Many consumers report feeling frustrated that they did not receive the help they expected from the BBB. Why? Some consumers are surprised to see that the BBB is merely facilitating communication between themselves and a company or that to learn that the BBB was unable to force a company to take action. This stems from an erroneous perception that the BBB is a government agency. It is not. It is, in fact, a business membership organization with chapters spread across the country.

*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. ↩