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:12/03/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 had a Compu Star remote starter installed a couple of years ago the module went bad my original installer was able to swap the the original unit covered under my warranty purchased through them while its great that it was fixed my problem now is I purchased 1 year of service for Drone I need to get this subscription moved over to my new new device. I have made multiple attempts to contact customer service I was on hold multiple times for hours at a time with no answer I tried different different departments but had the same results. I requested a call back as well only to never receive a call back. Please help with moving my plan over to my new device.

  Business Response

  Date: 12/04/2024

  Dear Mr. ******************** you for reaching out to us regarding your issue. I opened the ticket in **************** and it appears that someone reach out to you this morning. However, to be on the safe side, I reached out and informed our *************** Lead to explain your situation. He also reached out after our conversation and followed up with an email.

  I am confident that they will be able to assist you. Should you have any further issues, and for a faster response than the bbb, you can reach me at my email. ******************************************************.

  Thanks

  *****

  Customer Answer

  Date: 12/06/2024

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/15/2024

  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 Have Had DRONEMOBILE Services For About A Year Now. I Have Paid $11.99 Monthly For Their Services. I Upgraded To Their Cameras With The Same Fee, $11.99 Monthly. The Took $899.40 Out Of My Account WithOut My Authorization For My Subscription. I NEVER AUTHORIZED THEM TO TAKE THAT FEE ALL AT ONCE!

  Business Response

  Date: 11/18/2024

  Dear Ms. ******* ******,
  
  I am responding to your complaint from the BBB regarding your claim. First I would like to apologize for the delay in responding to your complaint. I only received it late Friday the 15th after close of day.
  
  So after some research this morning on my end I see the dialog with our *************** team from last week. It looks like you signed up and paid for the service up front instead of monthly by mistake.
  I have attached that documentation to this reply for your review. To the best of my knowledge, it looks like we have already started the request for your refund, and I would assume that you will see the charge back any day as it usually take 5-7 business days to process.
  
  Should you have any further questions, please dont hesitate to contact us.
  
  Kind regards,
  *****

• Initial Complaint

  Date:10/15/2024

  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 was in a motor vehicle accident where my car was totaled out, on October 15, 2024 they came to retrieve my vehicle, I am no longer am able to utilize the device. I called DroneMobile on October 15, 2024, spoke with ******, did not want to provide me with last name and he stated unfortunately since there is only a few months left on the membership he cannot refund me for the months left. I told him I no longer have the vehicle nor the device since the vehicle was in a crash and he stated sorry they cannot give a partial refund.

  Business Response

  Date: 10/16/2024

  Complaint ID: ********
  Consumer: ******, *****
  
  Dear Ms. ************* name is ***** and I received your complaint ID: ******** and wanted to share our policies regarding your request for a refund of the remaining subscription on your Dronemobile account. I have included the links to the site for your reference. Unfortunately, we do not offer refunds for airtime **************** described below in our terms and conditions that had been accepted upon completion of your subscription at the time of purchase.
  I wish I could be of further assistance at this time.
  Kind regards,
  *****.

  
  
  Does DroneMobile charge any reactivation, cancellation, activation, or transfer fees? | DroneMobile Help Center
  Does DroneMobile charge cancellation fees?
  No,DroneMobile does not charge cancellation fees. To cancel your *********** subscription, login to your DroneMobile Account and navigate to "Subscriptions" > "Update Plan" > "Cancel Plan" (scroll to the bottom of the page). Performing this action will cancel all upcoming renewals for this vehicle.
  Important Note:
  DroneMobile subscriptions are nonrefundable. This is why we offer monthly and yearly subscriptions to meet all of our subscribers' needs.
  
  Terms &Conditions | DroneMobile Accounts
  
  2. Description of Service(s):
  In consideration of Service use fees, the Service allows users to: (i) locate; (ii) control; and (iii) receive notifications about vehicles that have been fitted with particular service compatible devices (the Service). Unless explicitly stated otherwise, any new features that augments or enhances the Service, including the release of new Firstech, LLC services,shall be subject to the T&C. Text message and web communications provide the link between the vehicle and the network and may be subject to delays caused by, but not limited to, message traffic volume, weather conditions,scheduled and non-scheduled maintenance and priority transmission, of which Firstech, LLC has no control and will not be held liable for.
  In order to use the Service, you or the third party who sold you your Firstech,LLC enabled device must pay Service use fees (some products include the applicable fees in their sales price) in order for you to register for the Service. Service fees are pre-paid for set terms (monthly, 1-year, 2-year, and 3-year terms) and your cancellation prior to the end of a term will NOT entitle you to a refund of any pre-paid fees. Service being renewed after the expired term is subject to a re-activation fee.
  Firstech, LLC Drone products and Firstech, *********** are mutually exclusive in their respective functions and activities and as such do not affect the customers financial responsibility to make payments for Firstech, LLC Drone product and/or Firstech, ***********.
  When deemed necessary and/or at Firstech, LLCs discretion,may update the firmware of your DroneMobile Module, to ensure proper operation and/or to support added features.
  The Service is not available everywhere and may be subject to signal limitations based on topography, buildings and atmospheric conditions. To the extent such limitations occur, Firstech, LLC will not be responsible for any resulting interruption in the Service or for any damages whatsoever.
  You must have access to the Internet and/or a smartphone to use, or access, all of the features of the Service. You are responsible for paying any Service fees associated with such access. In addition, you must provide all equipment necessary to make such connection to the World Wide ****** is strongly suggested that you choose the data and text messaging plan(s)from your cellular Service supplier that affords you the most usage for the most economical price.
  Firstech, LLC Drone products and/or Firstech, ***********s provide vehicle location features, but are no substitute for a comprehensive vehicle insurance policy. THIS SERVICE IN NO WAY IS A REPLACEMENT FOR AUTOMOBILE INSURANCE

• Initial Complaint

  Date:09/05/2024

  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.

  After my free trial ended I was looking at the plans listed and on website, when looking at their subscription charges, it tells you the "Starting at" price, however that price is IF you pay their 5 year PREPAID plan. The only way to find this information is by clicking the "View Feature List" drop down and going all the way to the bottom. So the price listed is not at all a starting monthly price, but a discounted rate if you pay for the 5 year service which isn't even a monthly charge. This is a clear bait and switch tactic.

  Business Response

  Date: 09/13/2024

  Dear ******************,
  
  My name is ***** and Ill be assisting you with the resolution of your complaint ID# ********.
  After reviewing your complaint and our site(s). I believe I have identified the source of the confusion.
  The $34.99 plan is a 5-year contract which equates to $2099.40.The 5-year contract is only available during the Free Trial or special promos as noted by the annotation on the 5 year price line. Please refer to the attached.
  
  Unfortunately, there is no way to just make a price reduction as an exception. However, because of the inconvenience and in good faith to show we appreciate your business. I can credit your account with 3 months of free premium service. After that expires you will be able to decide which plan you would like from there.
  
  I hope this addresses your concerns and please confirm back if you accept the offer.
  
  Kind regards,
  *****

• Initial Complaint

  Date:09/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Date of transaction- 06/27/24 Amount total- ******* Product-Drone Xc dash camera I am writing to express my concerns regarding several issues I have encountered with the camera system installed by Wired Electronics.Firstly, I have experienced a lack of information and support following the installation. The problems began immediately after the camera was installed. Specifically, the associated mobile app consumed an excessive amount of data within the first week, despite my not actively using it. Upon raising this issue with Wired Electronics, I was informed that they could not assist and that I would need to contact the camera manufacturer directly.Additionally, the mobile app provided by the manufacturer has proven to be inadequate. The drone camera fails to record the interior of my vehicle, only offering audio of the interior camera. Furthermore, the app sends erroneous notifications prompting me to open it, leading to unnecessary data usage, although there is no actual problem with my car. As well as the date of the footage is not the correct date. Also, the camera's recording behavior is inconsistent, as it records sporadically rather than continuously. According to the website, the camera is supposed to record from the moment you start driving until the ignition is turned off. However, I am not experiencing this level of continuous recording. I have attempted to resolve these issues by contacting the manufacturer through their website, but I have yet to receive a response after a week of waiting.Given that the camera cost $245, along with the installation fees, I believe it is reasonable to expect that both the app and the camera should function correctly without these issues. I would appreciate your assistance in addressing these concerns promptly.

  Business Response

  Date: 09/03/2024

  Hello Mr. *********,

  My name is *****, and I received your concerns. I have already reached out to our ************************** to reach out to you. If I am not mistaken, it will be a gentleman by the name of ****. I will follow up with him this afternoon or tomorrow morning if he doesn't reach out to me first to inform me of your contact and outcome. 

  If **** is able to resolve your issue just, please reply to this post that you are satisfied. If not, please don't hesitate to reach back out and we will continue to assist.

  Kind regards,

  *****

  Customer Answer

  Date: 09/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. When it comes to the app issue. I have spoken to someone from the company and they helped with that. However the front camera issue isnt going to be resolved until next Saturday. I have to go back to the place where I installed it and they have to reboot it. And hopefully that will fix the situation.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 am writing to express my dissatisfaction with the XC Dash Camera and the customer service I have received from the company. I have been a customer for about two years and recently purchased the XC Dash Camera for added safety and security for myself, my family, and my vehicle.Upon installation and activation of the product, I encountered numerous issues, primarily related to subscription-based features. Despite reaching out to the support team, my experience has been less than satisfactory. The support person's demeanor was borderline disrespectful, and the issues persisted despite their efforts to assist.Here is a list of the problems I have faced so far:- A bug prevented my subscription renewal payments from being processed, leaving my car unprotected for an extended period despite paying a premium price for the system.- Recurring issues with the auto-renewal feature, which failed to renew my subscription automatically despite having enabled the auto-renewal option.- Problems with the streaming subscription functionality not working after manually renewing it.Issues controlling the alarm from my phone that required specific reset steps.- Repeated requests to escalate the case and constant rejection to escalate.- Stacked charges for the streaming subscription leading to quadruple the charges on my credit card. Support claims I enabled these multiple renewals manually which I didn't!- The latest response from support blaming me for my lack of knowledge of how the system works and offered to "educate" me, which I find to be the worst aspect of the entire experience.I am seeking your assistance in resolving this matter and obtaining a satisfactory resolution from the company. I believe that the issues I have faced, combined with the poor customer service, warrant compensation (at least for the stacked charges)Thanks,

  Business Response

  Date: 07/12/2024

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

  Thank you for reaching out to us regarding your issue with the Drone XC. It is my understanding that after brining it to the attention of our ****** Services team, they were able to contact you and you agreed to the settlement of the refunding the over charges for your service subscription. It was noted that the $45.00 was a charge that we had previously had in our system and we have corrected the issue. Your streaming charges moving forward will be $10.00 monthly. In addition, I see that they have added one year of free *************** to your Drone account. 

  We again apologize for the inconvenience but do appreciate you bringing your issue to our attention. Should you have any further after closing this complaint ID, you can reach me anytime at ******************************.

   

  Kind regards,

  *****

  Customer Answer

  Date: 07/22/2024

  case ID number ********.
  
  
  Hi BBB team.
  
  please note the merchant responded and they were able to solve my issues. the person who communicated with me did a great job at helping me with the situation.
  
  thanks, 
  

  
  

• Initial Complaint

  Date:06/14/2024

  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.

  My compustar remote control is not working properly. Ive been a loyal customer with ******************** for over 12 years with my family and friends using your great product and service on our cars. Ive only had the remote for less than a year and will like if you can please have the courtesy of replacing my remote free of charge with the warranty and calling me at ********** to resolve this issue thank you

  Business Response

  Date: 06/20/2024

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

  My name is ******************* and I am the Operations Director here at Firstech. First of all, I would like to thank you for your continued use of our products through out the years. I hope they have served you well.

   

  I have spoken personally to our Warranty Manager ************** and he will be reaching out to you to assist. We will get your remote warrantied out not a problem. I do have one question though? Did you have issues reaching us here at Firstech? I wondered only because you went through the BBB.

  I look forward to hearing back from you soon and again we will make contact with you momentarily.

   

  Kind regards,

  *****

• Initial Complaint

  Date:06/11/2024

  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 5/16/24 I contacted ***** mobile support because the app was not working correctly on my Android phone. I also had trouble logging in from several desktop and mobile browsers. I received an email response from ******************** who did not seem to understand the problem, even after explaining it to him several times, at which point it became obvious that he was pretending not to understand. The remote start disable function still does not work. While speaking on the phone, he repeatedly ignored the information I provided to him and rudely hung up the call without resolving my issue. He also made several incorrect statements about the functionality of my device, and has also refused to issue a pro-rated refund, despite the fact that I paid for 3 years of service and so far they have only provided 2 years of the service I paid for.******************** clearly has no interest in understanding or correcting the problems with their software, yet he also refuses to issue a refund. I did file a complaint with his supervisor about his attitude and misconduct, but I have still received neither a refund nor a solution to the software defects. They claim that their policy does not allow refunds, even though they are failing to provide the service they were already paid for.I would accept a pro-rated refund of the annual service fee and a full refund of the cost of the device and installation, or a resolution to the problems with their software.

  Business Response

  Date: 06/13/2024

  *************************
  ************************
  ************
  RE: Dronemobile Refund or Exchange Issues  
  
  Dear ****************,
  
  My name is ******************* and I am the Operations Director here at Firstech. Dronemobile is one of the brands our company owns and supports.
  I have read your complaint that was filed and will be assisting you in the resolve. I need to start by getting the basic information from you to have a full understanding of what we are working with and trouble shooting. Please provide me with the following information.
  Year, make, and model of the vehicle that the device is installed on. Please include the dealership that you purchased the unit from.I need the model or serial number of the Dronemobile device. It would also be very helpful to have a copy of the original receipt from where it was purchased. Was the device installed as a standalone or is it configured with a Compustar alarm / remotestarter, or any other security device on the vehicle?
  Any other detailed information on the unit of what it is or is not doing will be helpful. I look forward to your reply.
  
  Kind regards,
  *****

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21833378
  
  I am rejecting this response because it is not a solution, but a request for information that I already provided to ******************** Since he did not bother to note any of this information on the ticket, I will provide it for you again. It is a 2010 ***** CX-7, the unit was installed with no other equipment, and the work was done by Krank it Up in Medford MA who is also the dealer who sold the unit.

  Device ID ********************

  Serial Number ***********
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/27/2024

  *************************
  ************************
  ************
  RE: Dronemobile Refund or Exchange Issues  
  2nd  Reply
  Dear ****************,
  Thank you for providing me with the information regarding your vehicle. I think we are making some progress towards a resolution. I do want to mention that communication through the BBB is very cumbersome so please be patient with us.
  Troubleshooting over the phone and especially through email is extremely difficult and time consuming. In the coming days it would be worth a quick call to try and draw up a solution which may be a very simple fix.
  I got with our one of our Lead Technicians and discussed the issue with him. Below is what we concluded at this point, and we are not 100%sure if this is the source of the problem but there is a good chance that this could be the case and a great place to start.
  ************,
  After investigation I found that the X1Max had its security features disabled and that would cause the Drone to not engage the starter kill but ***** would still communicate and seem that it is properly working.
  So let me mention, we still dont know where the issue lies, but more than likely the failure is on the Drone side not engaging the relay because the security features are disengaged, which can easily be put in this state by the consumer not knowing that they did. Let me know if you would like me to send the command back to the consumers vehicle for testing.
  
  So, in short we would like to send the command to your vehicle to reinstate the security features. By enabling this the Drone will then send an Armed When Locked output when the lock button is triggered. Once we do,we will need you to try and see if it starts once the car is locked with all the doors closed.
  
  May I have your permission to send the command to your vehicle?If yes, I would like to be able to continue a conversation over the phone to see what the response it and if it in fact corrected the issue.
  Regards,
  *****

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21833378
  
  I am rejecting this response because I have already made attempts to contact support via phone and no resolution was provided. I will allow you to send the refresh signal if it will not interfere with the operation of the device. I also need to know if I'm required to be present at the vehicle when this happens. If this resolves the issue, I will accept your response and close out the complaint.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/09/2024

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

  With you giving us permission, we sent the command to your vehicle to activate all of the security features. At your convenience, please check your vehicle and see if the problem has been resolved.

  Again, it has never been clear what means caused the security issues to be turned off, but if it happens again, please let me know.

   

  Kind regards,

   

  *****

   

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21833378
  
  I am rejecting this response because I have checked, and the problem has not been resolved. The issue seems to be with the mobile app itself, since the lock/unlock controls no longer appear, and although it does indicate on the map places traveled, it cannot resolve the address. I have attached screenshots of the problem.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/18/2024

  Hi *******,

  I need to know the following:

  Make and model of phone. Which software version is the phone running.

  Did the reset command fix the starter disable? 

  We are getting to the point where we may have to ask you to return to the dealer that installed it and set up a call with the installer and our technical support team to further diagnose the issues. Let me know the answers above as soon as you can please.

  It would also be very helpful to do some of this over the phone instead of going back and forth every 4 or 5 days. What do you think?

   

  *****

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21833378
  
  I am rejecting this response because the issue is not yet resolved.
  Yes, a phone call would be more helpful, but as I already explained, I tried calling in and ******* was anything but helpful. He was rude, unprofessional, repeatedly ignored important information that I communicated to him, and hung up, which is why we're now dealing with a BBB complaint. If you wish to contact me via phone, you are welcome to do so.

  The phone is an AT&T ******* Galaxy Note 4 running Android 6.0.1, and it is the exact same device and operating system I've been using since I had the Drone installed.

  The reset command did allow me to enable/disable the starter on my desktop computer, but it still does not work on the phone, and there is also the issue of the mobile app being unable to resolve addresses in the vehicle's location history, even though those locations are displayed on the map. It seems like the problems now belong exclusively to the android app.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/31/2024

  Hi ****************,
  
  We are slowing making progress but I took it upon myself to send you a text message with the latest instructions in order to expedite finding you a solution.
  For the blank control screen. Please update your Galaxy Note 4 to the latest software build and confirm which build number that is so we can try and replicate it on our side. The developers specifically the Android engineer among others have not seen that particular issue.
  Secondly on the app activity screen try and narrow down the date range for the activity you are looking for specifically. Please confirm if that works and corrects the error unable to resolve address
  When you can please reply back to my text with the answers.
  
  Kind regards,
  
  **********;

• Initial Complaint

  Date:04/30/2024

  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.

  Customer support is practically nonexistent. My auto alarm system is not working properly. I call firstech/compustar and I'm left on hold indefinitely. When I leave a phone number, no one returns the call.

  Business Response

  Date: 05/01/2024

   

  5/01/2024

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

  My name is ***** and I will be assisting you with your claim. First of all, I apologize for the delay in geting back to you. I'm also sorry to hear of the inconvenience your experiencing with your Compustar alarm. To better help me understand what we are working with I would like to request a bit of information from you.

  1. What is the year, make, and model of the vehicle it has been installed in?

  2. What is the model of the unit that was installed?

  3. Have you tried contacting the store where it was purchased? What was the outcome?

  4. Please provide a full detailed description of what you are experiencing with the device.

   

  With this bit of information, I will get a better sense of what the issues are that you're having. 

  Kind regards,

   

  *****

• Initial Complaint

  Date:04/12/2024

  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 unit needs to be reset,the web site doesn't work,the dealer has no way of contacting them for tech support, when I tried to call I was on hold for over eight hours total.this is the worst customer service I have ever been part of,it's like there's no customer service and this is some type of scam by the company to make you feel there is a customer service department.I have decided to just to get a refund of the service I paid for and take the $500 lost for the unit but of course I can't contact the customer service department to make that happen

  Business Response

  Date: 04/15/2024

  4/15/24
  
  Dear ************************,
  
  My name is ***** and I am the Operations Director here at Firstech. I will be assisting you with your issues. Thank you for sharing your frustrations and lets see what we can do to resolve the situation.
  I must start out by asking you which product you are referring to? Dronemobile tracking device? ******************** Security or Remote starter, or a Momento Dash Cam? If you can provide me the model and serial number(s) I maybe able to look on the back end for any obvious issues.
  I know communicating through the BBB website may be cumbersome and not efficient so you are more than welcome to reply to me at my email address: *********************************** 
  
  Kind regards,
  
  **********;