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:05/03/2025

  Type:Sales and Advertising 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.

  Website does not state certain policies clearly. $52.29 Total amount paid. I suppose it could be considered problematic or misleading advertising on their website/order pages. See desired settlement below.

  Business Response

  Date: 05/06/2025

  Good day,

  We have looked into this customer's case and we can confirm that they were offered to return their Tractive order for free. No shipping costs were charged to them. 

  This has also been communicated to them via assistance request #*******

  Best, 

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally bought 3 dog tracking collars. I thought I was pay as you go. I did not realize that I was auto charged 3 times separately either. One tracker stopped working over a year ago and is even titled 'Arya's lost tracker'. I saw a payment sent in March but I haven't been able to use this in more than a year. They can see on their records that the device has not had a charger 1 year and 2 weeks because it stopped after I got rid of the third dog 2 years ago. I'm not asking for a refund for the other payments for the other devices (even though one runs through 2028). Just the one that has not worked. I have since cancelled the service because their tracking is not accurate anyway. It says my dog is across the street when she's inside my house. Again, not asking to be reimbursed for that one. Just the one they can see hasn't been working. it's a shame they still auto charge people when they can clearly see that it's broken.

  Business Response

  Date: 05/06/2025

  Good day,

  After carefully looking into this customer's request, we have to confirm what we already explained to them via assistance request #*******. They have 3 Tractive subscriptions that have now been canceled as per their request (this means they won't be renewed further). However, they are requesting a refund beyond the 30 days provided by our terms and conditions. All our subscriptions are automatically renewed and this is communicated during the activation process. Customers can cancel their subscription at any time (disable the recurring option) on their own and they can request a full refund within 30 days from the activation/renewal date. 

  Best regards,

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23272945
  
  I am rejecting this response because: their system clearly shows that one tracker has not worked in over one year. It did work, when I got it, but not after and I should not be charged or punished because I assumed the other charge was for the other two devices. I am not seeking refunds for those. And THEY did not cancel the subscription, I DID
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:04/14/2025

  Type:Delivery 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 got charged by this company and never ordered from them! The charge just showed up!

  Business Response

  Date: 04/16/2025

  While we am sorry for any misunderstanding, we can assure Mr. ****** that we do not charge users without their consent, and it's actually impossible on a technical level for us to charge anyone if they've never ordered from our website. 
  
  That being said, we'll certainly help investigate to the best of our ability. We've looked in our payment and ordering systems and have not found any charges/orders associated with either the name or the email address with which the complaint was made, but will reach out for further investigation.

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So the tracker failed me one day and kept saying it was in the Wi-Fi safe Zone when it was no longer near my house and it was stuck like that for some time and I couldn't track my dog live like the app says I can when I complain to attractive about this issue they're fixed to it was to remove the tracker from my account and then keep my money for my subscription and not refund me, when I reached out to them they ignored me no one would reply to me on why they remove the tracker or what was happening with my subscription. I have filed already with my credit card company to get a refund but also looking online I'm not alone with this issue and tracker is being removed without reason or getting a refund when this happens by tractives actions to remove a Tracker.

  Business Response

  Date: 04/16/2025

  We've reviewed this case and recognize this user as someone who was repeatedly hostile, despite our attempts to help troubleshoot. We did not keep this user's money, and indeed actually refunded him the full price of his subscription (as seen in the attached screenshot). 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23186878
  
  I am rejecting this response because: There is no refundone was not provided. I was not hostile. I was very upset that I was being ignored and that no one would answer my questions about why the device was removed from my account and why I was not provided a refund. So yes, I emailed many times, and I was direct and to the point about what I wanted. I was ignored after they removed the tracker from my account, and it was only when I submitted this issue to the BBB that they finally responded to me via email.
  
  I have already spoken to my bank and to ***** and both have confirmed that no refund was ever sent to me from Tractive at any time, including on the date they referenced in their own screenshot. No refund was provided on February 1st, 2024, because the issue didnt even happen until September 2024when Tractive removed the tracker and subscription from my account without notice or reason, as shown in the screenshots I have provided.
  My first email to them about the issue was sent just a few days before they removed the tracker and subscription from my account. My subscription was for the period of January 2024 to January 2025. So how could I have received a refund in February 2024 for an issue that didnt even arise until September 2024? They removed my tracker and kept my money, and I never received a refund.
  
  
  
  
  Sincerely,
  
  ***** Maltesen

  Customer Answer

  Date: 04/30/2025

  Statement for that month, I can't locate the refund unless it was earlier in the year they did it as this was a long dispute between me and tractive 

  Business Response

  Date: 05/07/2025

  Good day,

  After carefully checking Mr. ********** request, we can confirm that they received a refund for their payment for their Tractive subscription on September 7th, 2024. Attached to this message there are two refund letters that show the two transactions that were refunded to the customer:
  - CAD ****** for the PREMIUM yearly subscription 
  - CAD ***** for Tractive Care

  - Total amount refunded: CAD 189

  All details about the transactions can be found in the refund letters. 

  Best regards,

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23186878
  
  I am rejecting this response because: 
  
  
  I believe I have provided enough evidence to show that I did not receive a refund. Tractive has also informed me my account is now suspended and is in retaliation for going to the BBB in which I believe it is. 
  
  I've called ***** and my bank are they have no record of ANY refund, nothing on Feb 1st 2024, Sept 6th 2024 - Sept 30th 2024 range, and nothing past that. I never got my refund. I was ignored after my tracker was removed. Yes, I sent a lot of emails, because no one would reply to why the tracker was removed when I brought up a valid issue that was about safety of my pet.
  
  I made a huge stick after the tracker failed me and Tractives response was to remove my tracker without any warning or fix to the issue and say I got a refund, my dog got lost and I depended on the tracker to work but it got stuck thinking it was in the WiFi safe zone for an hour before it started to work as advertised. Tractives response was to remove it, ignore me (Until the BBB), and say I got a refund. The threats I made were legal threats if I kept being ignored.
  
  I have again confirmed with my bank, **** and provided proof I did not get a refund. I believe they have made an error on their part.
  
  
  Tractive has two choices, either they refund my money, OR they remove the suspension from my account and compensate 1 year of tracking. If they chose to reactivate my account AND compensate one calendar year of tracker I will drop this with the BBB.
  
  Sincerely,
  
  ***** Maltesen

• Initial Complaint

  Date:04/09/2025

  Type:Delivery 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 have now submitted at least 3 requests in the last 2 weeks concerning an issue, which is that the batteries in both of my dogs' trackers died and I received no notifications at all, either by text or email. I have not gotten a response and I am beyond frustrated with this company. I haven't even been getting an email confirmation from them stating they have received my requests. If the product doesn't work properly, I have zero faith that if I ever had to track my dogs if they escaped, it would be useless!

  Business Response

  Date: 04/16/2025

  We sincerely apologize for the delay Ms. ******** had faced; such a long wait time is not of the norm, and a team member has reached out with a solution. 

  Customer Answer

  Date: 04/16/2025

   
  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:03/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to resolve on going issues with a defective tracker collar device and *********** that does not work well in our area.They said there was nothing they could do about it because we live in a rural area with bad internet service. And their collar device broke.I have been writing them since last year! And they did not solve any of my problems and only gave me generic, unhelpful answers. I was told this would NOT be automatically renewed and on March 18th 2025 they charged my credit card two charges of $143.55 for total of $287.10.I feel I have been greatly taken advantage of and I want all of my money back. And this service canceled once and for all.

  Business Response

  Date: 03/26/2025

  While we apologize for any misunderstanding and undue frustration that Ms. ****** has had with us, as it is never our intention to take advantage of our users, we find it prudent to address a few points:

  1. Help from our team: Before today, there were two separate tickets, once in March 2024, and later in September 2024, where Ms. ****** reached out to us. In the March ticket, we informed Ms. ****** that low cellular connectivity in her area may have affected her tracking experience. After this explanation, we did not hear from Ms. ****** again until September, in a ticket where she mentioned that one of her trackers worked, but the other did not. We offered troubleshooting tips, specifically advising her to take a test walk with a tracker and report back the results for a technical analysis on our end, but we again did not hear back from Ms. ****** until today, in late March 2025. We offered assistance to the best of our ability and our understanding of the situation. 

  2. Cancellation request: Only now did we explicitly receive a cancellation request from Ms. ******* prior to March 2025, we were unaware that she wanted this action to occur. Had we known, we would have stopped the auto-renewal action from occurring. We did not communicate to her in any previous correspondence that auto-renewal would not occur, but we will address her concerns in a personal email. 

• Initial Complaint

  Date:02/28/2025

  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.

  Product never worked. Kept leading me on telling me they could get it to work till my 30 days ran out and no return. Wont communicate with me anymore.

  Business Response

  Date: 03/05/2025

  We apologize to Mr. ***** for any undue frustration; it was not our intention to leave him hanging, but we did enter a weekend period. We are in contact with Mr. ***** now and attempting to offer troubleshooting to see if we can come to a resolution. However, should the troubleshooting recommendation not produce a resolution, we are able to work with Mr. ***** to find a satisfactory ending, as Mr. ***** reached out before his 30 day refund window was up. 

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23002106
  
  I am rejecting this response because:
  the issue not been resolved. I have the product to return so i can get my $34.99 back plus the $144 for the 12 months subscription.
  Sincerely,
  
  ****** Jobes 

  Business Response

  Date: 03/12/2025

  While it should be noted that we sent troubleshooting instructions to Mr. ***** on March 3 and have not heard back until this response, we apologize if this was not satisfactory and will email him back with another solution. 
  
  
  

• Initial Complaint

  Date:02/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, for the past 6 months (since September 2024 ) I have been trying to get my refund for the unwanted renewal of the tracking device for my cat who paddle passed away last year. I emailed since there is no number to call but nobody responded. All I want to do is get the subscription cancelled please and get my money back. You will see it wasnt used (no login or movements attempts on the account) thank you

  Business Response

  Date: 03/05/2025

  We appreciate Ms. ********** reaching out and will get back to her regarding a solution. We typically provide prompt responses to any inquiries, and it should be noted that we don't have a record of any email nor attempt to cancel the subscription in the months since the renewal; that being said, we will contact Ms. ********** to discuss potential options, as her satisfaction is important to us.

• Initial Complaint

  Date:02/15/2025

  Type:Product 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.

  This pet tracker was a Christmas gift a year ago. I assembled the tracker collar, activated it ($100 at the time) and placed it on my cat. It constantly loosened and needed to be retightened until the tracker fell off. The tracker indicated its location but it was unretrievable and then lost power. Tractive sent me a replacement but the subscription was even MORE expensive and I chose not to take the risk of another lost collar. I am being asked to renew my subscription. I've tried to cancel it, a search indicates an "easy" way to do it on the subscription site but no avenue exists for cancelling a subscription. The only option is "Pause" which means I am indentured to the company for a tracker no longer in service or perhaps in existence. and a replacement that sits in a box. There is no customer service number, only a messaging option on their site. The company will not let you speak to a person, no phone number is listed anywhere on their site. They sent an email that someone will contact me and provided irrelevant solutions to the problem. I would like to get this subscription cancelled without delay or attempts to keep me as a customer. The Tracker Collar ID is EUZFXRKS.

  Business Response

  Date: 02/17/2025

  Hello,

  We double checked this request and we can confirm this customer's subscription has been terminated as per their request. They also received confirmation of the termination of their subscription via email. The confirmation was sent yesterday to the email address *****************************. We can confirm that no further payments will be charged to this customer, since their subscription has been terminated.

  Best regards,

  Customer Answer

  Date: 02/17/2025

   
  Better Business Bureau:
  
  Thank you for checking into this.  I did receive a response from the company and they have cancelled my subscription.   
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:02/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The product I purchased a subscription for has a failing battery and the company would rather say that it's within specs and tell me I'm hallucinating rather than try to find a solution. I don't appreciate that or having my experiences censored because tractive has some kind of deal with ******? I honestly don't know but it's impossible to review to warn people that customer service refuses to provide support for a defective battery and makes claims that it's within it's advertised range of how much it's "allowed to fail" before they care as opposed to being helpful and and explaining what battery to replace it with or offering a replacement themselves. I literally can no longer use the product that I have over a year subscription left for because the battery no longer lasts up to a week like it used to and I don't appreciate when I tell them it's down to 2-3 days that they don't think that's a problem.

  Business Response

  Date: 02/11/2025

  While we apologize for any frustration he may have experienced, it should be noted that several troubleshooting tips and recommendations were provided to Mr. ******** including setting up the tracker's Power-Saving Zone, which would significantly increase battery life. Regardless, our team will reach out again to explore other solutions to his hoped satisfaction.
  
  
  
  

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22886206
  
  I am rejecting this response because:
  Nothing has been solved, it should be noted that the troubleshooting tips failed to acknowledge the fact that the battery is failing and tried to tell me that it was not.  I do not appreciate this kind of behavior from tech support.  I don't believe contacting me directly will do any good at this point as I have already given up on their product and I'm not interested in hearing the same excuses again, just leave it on record that this company cannot stand behind their product and would rather gaslight their customers than assist them in any meaningful way.
  Sincerely,
  
  **** *******