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:11/13/2024

  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.

  This company is terrible, they have poor customer service and refuse to acknowledge when you don't want to use their products. I bought a cat GPS tracker for $30 on ******. I paid for a 2 year subscription on the app for $200 with high hopes for this device. The device quickly disappeared and was IMPOSSIBLE TO TRACK. I contacted the company requesting a refund and cancellation. They insisted I give it another try and purchase a replacement which cost me $30 for the "insurance/free replacement" and $7 for shipping. From the beginning it was nothing but issues. It was a different unit, died really fast, wouldn't give good gps coordinates. I again contacted the company a dozen times expressing my dissatisfaction with the situation and not wanting the unit. They insisted it was something we were doing wrong so I eventually gave up because they refused to help. Now, once again, the tracker is lost and saying it's at "home base" so we cannot track it any where. I asked for a refund on the 2 year subscription again given we only used a couple of months after they refused to cancel it the first several times I asked. They are refusing to offer any solution. I strongly recommend finding another company. I will be reporting this situation with my credit card company.

  Business Response

  Date: 11/13/2024

  While we apologize for Ms. ********** disappointment, it should be noted that in the correspondence for ticket #******* (dated July 2024), we did not see any mention of a refund or return request. Rather, feelings of dissatisfaction were expressed, to which we provided several different solutions to improve Ms. ********** situation, which included the usage of their Tractive ************** claim for a free tracker,  as well as several different technical explanations on certain features/behaviors of the tracker. Our team did not imply nor explicitly state that any tracker limitation was due to user error. The entire thread is attached via screenshots. Again, it should be noted that a refund was not requested, nor do we consider the information provided to Ms. ******** a refusal to provide a solution. It should also be noted that we considered the case to be resolved after we did not receive a response to our last message, despite our insistence to contact us again if any further issues arose. 
  
  When Ms. ******** requested a refund in November 2024, we were unable to grant a refund due to our 30-day refund window; because we are over 2 months outside that window from the date of original purchase (Beginning of July 2024), we are unable to grant a refund for her subscription. We apologize for any inconvenience here. 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22549458
  
  I am rejecting this response because I DID request a refund multiple times within the 30 day window and it was ignored each time. The company DID imply I was using the *** tracker incorrectly instead of the fact that it's just a crappy tracker. It does not work properly but the insinuated it was how I set it up. I will never use this company again after this whole experience. The "free tracker" is also NOT free, it's $35 for the warranty to receive a "free" tracker and $6 for shipping costs each time. Clearly NOT A FREE TRACKER. And if the *** worked properly it wouldn't need to be replaced but the *** does not actually work which is why I asked for a refund MONTHS AGO.
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 11/19/2024

  The first email shows where I requested the refund months ago. I also attached several emails where I continued to express dissatisfaction with the product dispute doing all of their "trouble shooting". This product never properly worked. They also recently responded saying they "couldn't find my refund request" but that if I could send themthe email they would rectify the situation. I sent it to them and received nothing to solve this issue.

  Business Response

  Date: 11/25/2024

  We explained our perspective to Ms. ******** before, but to reiterate: we interpreted the other messages as dissatisfaction that could be solved with solutions other than a refund, like technical advice, or a replacement, which seemed to be accepted. We have no record of the message from July 3rd, included in her screenshot attachments, where she did explicitly ask for a refund. That being said, further correspondence from that date suggested her openness to other solutions rather than a refund, which we did provide. 

  In any case, the subscription was purchased on May 11, 2024, which means that we would be unable to provide refunds past June 11, 2024, as is our refund policy. 

   

   

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22549458
  
  I am rejecting this response because they stated had I asked in July I would have gotten a refund, I dug through the correspondences and found proof. They just keep providing excuse after excuse. I also made it EXTRA clear the ENTIRE TIME I was not happy with the experience, their suggestions, and them forcing me to continue trying their product. I expressed dissatisfaction the ENTIRE PROCESS.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/04/2024

  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 ordered under order ********** for my grandcat. The company has no phone number, which should be illegal for a corporation. My shipping address is wrong. Their website must have crossed my address with my daughter's. She's in ******** GA and I'm in Perry FL. The shipping address should say "***** FL" not "******** FL". I'm trying to stop the shipment and they aren't replying! At this point, based on this, I'd like to just cancel the tracker and subscription. My *********** card needs to be credited back. I'll find another Company that has actual service. They also don't tell you UNTIL after you buy the tracker that the subscription is paid in full upfront to the tune of over $200. Had they been transparent, I would have stopped the order immediately. They are literally set up to scam.

  Business Response

  Date: 11/05/2024

  We have reviewed this customer's request. It seems that in this case the customer placed an order providing us with the wrong shipping address. Unfortunately we were able to get back via email to this customer only once the order was already shipped. Actions we have taken/we will take in order to resolve this:
  - We got in contact with the customer and we have fully refunded the subscription that they activated when ordering the tracker.

  - We will monitor the tracking for the shipment of the tracker that should be delivered on Thursday this week (considering that only the city was wrong in the address, but everything else was correct, it might be delivered to the correct address).

  - If the order will be delivered, customer will be able to activate it with a new subscription plan. If they would prefer to return the tracker instead, we'll arrange that at no cost for the customer.

  - If the order will not be delivered, we'll simply refund it.

  We have already sent the same information to the customer via email. 

  Customer Answer

  Date: 11/05/2024

   
  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:11/01/2024

  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.

  Need to get refund company states no refund

  Business Response

  Date: 11/05/2024

  We have checked this customer's query and we can confirm that her refund request was already accepted and processed. The funds should already have been received by the customer. Their ******************** subscription has been terminated due to the refund. 

  Best regards,

• Initial Complaint

  Date:10/29/2024

  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 purchased a Tractive GPS tracker (FJQEARGT) and activated it 9/27/2022. The tracker was lost and could not be retrieved. I contacted Tractive **************** to help me locate the tracker. These efforts with Tractive **************** did not result in being able to locate the Tractive Device. I worked with the Tracive **************** without success on 10/14/2022 at which time the Tractive device battery died and could not be found. The Tractive email on 10/14/22 is attached. The device could not be located and the service was cancelled. However, Tractive service was not cancelled and after 2 years we now realize Tractive has been charging us for this lost device since it was put into service and lost in 10/2022

  Business Response

  Date: 10/30/2024

  While we apologize for any inconvenience with Mr. ****** experience, it should be noted that a replacement, sent free of charge, was agreed to be the solution at the time of last contact, rather than a cancellation. 

  Yes, tracker FJQEARGT was indeed lost, but it was replaced with another tracker, under replacement form #W-34EFA3D. The acknowledgement of a replacement tracker as the preferred solution by the customer occurred on October 13, 2022 (see attached). Although the **** shipping information has since expired, we can see in our database that the replacement tracker had since been around Mr. ****** property. 

  On October 14, 2022 he customer responded with some follow-up troubleshooting questions, which our team members responded to the same day.

  Our team members' response was the last reply in our correspondence with Mr. ***** since offering the replacement, no further requests for cancellation occurred, and we received no other contact from Mr. **** until now. 

  It should be noted that A) our replacement form explicitly states that one's subscription will transfer automatically to the replacement tracker unless the customer would prefer to perform the transfer manually, and B) that our Terms and Conditions state that all subscriptions are set to auto-renew at the beginning of each subscription interval, and are only eligible for a refund within the first 30 days of the transaction. As requested here, we will cancel Mr. ****** subscription and refund in full the latest subscription charge, but any previous charges are no longer eligible for a refund as stated in our Refund/return policy. 

  Customer Answer

  Date: 10/30/2024

   
  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:10/25/2024

  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.

  We recently had to get a replacement tracker for one of our dogs. This was included in our premium subscription. The tracker arrived quickly and there was no problem replacing the old tracker with the new on in the tractive app. The problem is that this new tracker in not providing wellness information. No minutes tracked or sleep tracked. I opened a call with Tractive and they responded with some things to try which I did and reported back to them. I have not heard anything since. The *** and network seem fine (two green light s) but there is no data. The replacement tracker appears to be defective and the only thing their support team does is keep combining my support tickets with no resolution. I want a new tracker sent. This one is broken. There is no phone number for this company - no chat window - no way to get help. I have been happy with tractive up until this happened and I am extremely disappointed.

  Business Response

  Date: 10/28/2024

  We have already replied to this customer via email and informed them that the issue they've reported has been resolved already. 

  Best,

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22473085
  
  I am rejecting this response because:
  I never received a response from Tractive.

  As stated previously the device is online and gps appears to be okay but it does not report wellness data.

  i want a replacement device that works.

  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 10/29/2024

  Complaint: ********. I had originally responded back to my complaint against tractive that the device it was not still working. They appear to have updated it, so I am accepting their response. Thank you for your assistance. 

• Initial Complaint

  Date:09/25/2024

  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.

  Bought tracking device. Put it on pet. Pet disappeared within minutes. That was yesterday. Device says cat is home but I cannot find him.Meanwhile battery is losing power and device will stop working and I will never find my cat. Its been almost twenty four hours. Company has no phone and has not responded to contact through its HELP feature.

  Business Response

  Date: 09/26/2024

  We have reviewed and answered this customer's assistance request that came in through our website. Customer reported the tracker not reporting while in a Power Saving Zone. That'a a normal behaviour as long as the tracker is detecting the customer's wifi network. We did check the tracker's reports and we see that the tracker was connected to the charger since the customer got in contact with us. The tracker also reported few GPS positions today and this indicates that it is working correctly. As mentioned we replied to the customer with this info and we'll follow up with additional info when requested.

• Initial Complaint

  Date:09/16/2024

  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.

  September of 2023 I purchased the Tractive since my dog had gotten out of the yard. After 6 months she no longer was attempting to escape. The issue I am having with Tractive is as follows:1. never got an e-mail to notify me of the pending renewal 2. The charge appeared on my bank statement with a card number that I had not given Tractive. My bank is investigating how they got the number.3. there is no phone number to contact Tractive, and innumerable attempts have been made to contact them I cancelled my subscription when the charge appeared on my bank statement, have not received a refund or any contact from Tractive with regards to the cancellation, refund of charge, or how they obtained my card number without my authorization.

  Business Response

  Date: 09/19/2024

  We apologize for any frustration that Ms. ***** may have experienced, but we'd like to respond with the following:
   
  1. Our Terms and Conditions state that all subscriptions are subject to auto-renewal: ******************************************************************************

  2. According to our payment processor, the card number used for auto-renewal recently was the same card that Ms. ***** used in September 2023.
  3. We have attempted contact with Ms. ***** since September 9, and have attempted to call her phone with no answer. This is in reference to support  ticket 1566802.  

  Because Ms. ***** is within the 30-day refund window, we have provided a full refund of the last subscription. 

• Initial Complaint

  Date:09/06/2024

  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.

  One of my three Tractive dog trackers died on 8/25/24. I purchased Tractive Care, which covers damage and non-working trackers. I contacted Tractive on 8/26/24. They requested a video of the tracker on the charger. I sent a picture on 8/28/24. (I live in rural ** with poor internet connections.) I sent the video on 8/30/24. I have had no reply since 8/28/24. I have contacted them with their request #******* multiple times since and I get no reply. There is no phone no. My contract on the tracker expired today (9/6/24). My credit card company declined the charge as it appeared fraudulent. The tracker was covered at the time it stopped working. I would prefer that they replace the tracker promptly. If they will, I will renew my subscription.

  Business Response

  Date: 09/12/2024

  We apologize to **************** for any inconvenience; we have reached out to her to resolve the issue ASAP. 
   

  Customer Answer

  Date: 09/12/2024

   
  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.Tractive contacted me yesterday, and they are honoring my warranty by sending me a new tracker.  Once I receive it, and it appears to work, I'll renew my subscription.

  Thank you for assisting me in this favorable outcome.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/05/2024

  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.

  8/13/2024

  Business Response

  Date: 09/12/2024

  While we are unsure as to the nature of this specific complaint, we nonetheless apologize to Ms. *** Rio for any inconvenience. We've responded to each of the messages she has sent in over the last few weeks, and have offered thorough support, including a refund.

• Initial Complaint

  Date:09/05/2024

  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.

  I purchased the tracker in March 2024 ($39.99) and then paid $140.31 for premium service on 5/23/24 to enable the *** (tracker ID RMFITTYF) for my cat. The battery has since stopped working, will not hold a charge (less than 24 hrs). I have written to the company multiple times with no response for the past few weeks. This is a defective product and I rely on it to keep track of my cat. They do not have a phone number for support or business. Why did I spend this much money and pay for premium service and not get any service? They leave me no other choice then to submit a complaint here now. In an email when I signed up they said they had 24 hr chat, which they do not have. They publicly sell a premium service with lots if promises, deliver a sub-par product with a claimed "warranty" but dont answer support or provide phone number when the product becomes defective within months of purchase. This is false advertising, and seems to be a SCAM.

  Business Response

  Date: 09/12/2024

  We apologize to **************; we're currently working through a backlog of user requests, but will definitely answer her in a much more timely manner going forward. A colleague has contacted her on Monday with a warranty form. 

  Customer Answer

  Date: 09/12/2024

   
  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,
  
  ***************************