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:07/22/2024

  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 this Tractive GPS unit and received July 8th, tried to activate and it kept telling me it was already activated. Website keeps failing and gives me error messages. Website will not give me any help and there is no phone number to get a response. Website is designed to be a vicious loop of no resolution or answers. At this point i spent 260$ and have no way of returning. Super irritated

  Business Response

  Date: 07/23/2024

  We apologize to ****************** for any frustration, but it should be noted that we did respond to his initial inquiry on July 12, clarifying his login details. We do not deny return requests if made within 30 days of purchase, and we'll certainly help ****************** with his situation.

  
  We also offer Live Chat support, available on the front page of our website. We are available to help our customers, but we'll certainly take ********************** feedback into account.  

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22027879
  

  I refuse this response from tractive

  
  I haven't received a reply from Tractive, they have sent me an automated email saying they will reach out with no success. No resolution as of yet or link to start my refund process or shipping label to send merchandise back.

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

  Business Response

  Date: 07/31/2024

  A real person responded to ********************** initial inquiry regarding log-in on July 23; attached is a screenshot of my colleague *****'s message. 

  We are now realizing that ****************** wrote in using another email address not tied to the one used to make this complaint, nor the initial ticket. We will address this new ticket requesting a return now. 

   

   

• Initial Complaint

  Date:07/10/2024

  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.

  I bought one of these trackers for my cat! The battery didn't last a full day! It was supposed to last for weeks/months. I tried to get my money back and this company is crooked! Wasted almost $200!

  Business Response

  Date: 07/11/2024

  (Please note that the only activity we see from searching ****************** name or her included email address is from 2022, so this response will be addressing what we see.) 
  
  While we're sorry that ************** did not have the best experience with her tracker when it was purchased and used in 2022, we'd respectfully like to point out that we see no attempt to contact us from ****************** email address (used to place the order with us), nor an alternative email address (used to activate the tracker subscription). 
  
  Although we never advertised that her tracker's battery would last "weeks or months" (her purchased tracker's model, the *** 4, is only advertised to last up to 10 days), we would have been eager to investigate why this quick battery drainage occurred and provided a solution (either technical troubleshooting or a return/refund). 
  
  A second email address activated the tracker associated with her order in July 2022, and used until September 2022, before a chargeback on the subscription was performed-- this fully refunded the subscription amount in total. 
  
  It should be noted that the time elapsed between the date of activation and the date of the chargeback exceeded our 30-day refund window. 
  
  We see no attempt made to contact our support team from this secondary email account either, but had they reached out, again we would have worked to find a solution. 
  
  In summary, we would have worked with ************** or her associates had they reached out to our support team, but we see no attempt having been made as of this writing. 
  
  If we are mistaken and ************** contacted us previously, we kindly ask that she provide either the email address she used when creating a support request, or the request number itself.

• Initial Complaint

  Date:06/28/2024

  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 two cat trackers from Tractive, *** on Apr 27, 2024. After loading their app on my phone and activating one of them on May 23rd I was able to correspond with them via email. I asked about whether they would work using WIFI instead of cell service because where we were going for the summer we did not have any cell service. She replied that she didn't know and I could try them out and if they did not work I could return them for a full refund. She said that she would allow me to test them for 30 days after activation date. The price of the tracker was $34.99 ea (I bought two) and 1 year subscription was $114.48 ea.They did not work for me. On June 21st I emailed them and told them to cancel both subscriptions and refund my money, and I will be sending them back to them. That same day I received a a canned email saying 'Thank you for getting in touch, you've reached us during a busy time". We will get back to you.I have never heard back from them and don't know if or when I will receive my refund. I'm starting to feel like I've been scammed.I saw some of the complaints on your website and it seems like other people are having the same type of problems. They do not accept phone calls from customers. I mailed the trackers back to them through *****

  Business Response

  Date: 07/02/2024

  We sincerely apologize to **************** for the delayed response. We've gotten in direct contact with her and refunded her subscriptions in full, and advised to return her physical trackers to the original vendor. 

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21918508
  
  I am rejecting this response because: They are saying they will refund the subscription price of each but no mention of the cost of the 'trackers'. The 'trackers' were mailed to the business office of Tractive, *** in ******* on 6/24/24 and delivered by the **** on 7/1/24. The **** tracking number is: 9518 4162 0722 4176 2161 34.  I paid ***** each and returned both.

  I am asking for a refund total of $298.94
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/15/2024

  It should be noted that we informed ****************, perhaps too late, that a refund on the physical tracker devices themselves would be available through Amazon directly (see attached correspondence). Although we received these trackers back at our headquarters, we cannot normally perform refunds on transactions made with a third party, in this case, Amazon. 
  

  We will connect with **************** on a resolution to this matter. 
  
  

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21918508
  
  I am rejecting this response because:

  I originally attempted to return the trackers to Amazon but Amazon said it was too late and I would have to return them directly to tractive, **** At that point the only address I could find was the one in *******. Because your employee told me she would give me 30 days from activation date to test them I had to send them back quickly.

  I am owed a full refund.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/26/2024

  This issue has finally been resolved. 
  You can close it out.
  
  Thanks 
  ****************************;
  

  
  

• Initial Complaint

  Date:06/26/2024

  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 tracker has not been working properly for a month. My cat has been lost because it malfunctions. The company either does not respond or responses very late and have been of no assistance. They asked us to do a health check on the device which we did and then they responded too late and it was invalid. I asked for a new device and no response. I sent an email and said I did not want to renew the subscription until they sent me a new device or fixes the problem With my device and they did not respond and then charged my credit card 206.95$. They only sent automated responses. You can never speak with anyone. I have over 33 emails with them and they have not addressed my issue. My pet is currently lost due to this defective device

  Business Response

  Date: 06/26/2024

  We sincerely apologize that ******************** cat is currently lost, and we're making every attempt to assist a safe return, and to investigate if a defect truly occurred. One of our agents has been working diligently with **************** for the past week addressing his specific issue. 

  Regarding the charge: this was not a random nor fraudulent charge, but represents the renewal of ******************** yearly subscription. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21904679
  
  I am rejecting this response because:

   

  the company has not worked diligently to help with my issues.    I have had more than 30 emails with them.  Most are automated responses or the person is telling me to troubleshoot in extactly the same way I already have.    They had me do a health test on the tractor   and because they didnt response within a certain timeframe the test was invalid.   I asked for a replacement for which I paid insurance for and they did not respond to this request  They told me multiple times the tractor was working when in fact I was standing at the extact location and it was not there.   It then just went offline.    I had asked for the charge not to be renewed before the renewal date and it was renewed.  Yes they have refunded it but   Finally and most importantly my cat is lost.   He is gone and this company takes no responsibility for this.    They just send emails to keep a customer going in circles and their product is dangerous for pet owners who feel their pets will be safe if they are wearing them.    
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/09/2024

  Respectfully, Tractive's Customer Support team has been doing everything in their power to assist **************** and ****************; all interactions they've had with Tractive have been with real people. 
   
  We also would have replaced the tracker, but troubleshooting it first was critical to see if the issue was indeed a hardware/software issue, or just poor connectivity in the area. 
   
  As **************** acknowledged, we did refund the automatic renewal of his subscription; it's not our intention to keep our users behind a bunch of red tape, and while we admittedly could have replied in quicker intervals, each response was us trying to understand how to best provide a solution.
   
  Regarding responsibility: While we apologize for any undue frustration or upset during this situation, it is important to note that my colleague ******* explained on June 27 the most likely technical explanation for what happened to the tracker-- it was effectively online, and not defective, but depending on a backup frequency because it was in an area that would inhibit a GPS function. Attached is the response. Again, we sincerely apologize for the situation, as frustration and worry are the last emotions we want our customers to feel, but in terms of responsibility, there is evidence to suggest that the tracker became lost due to environmental circumstance, not due to a production defect. 

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21904679
  
  I am rejecting this response because:
  
  Sincerely,
  This issue has happened a few weeks before with the tracker.   We asked for a new one and they asked us to do a  health check.  we did it but  because they took so long to respond the test was no longer valid.   Had they resolved the issue then and sent a new one this second issue would not have occurred.    
  *************************

• Initial Complaint

  Date:06/24/2024

  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.

  Bought a tracker on June 14th, and required subscription on June 15th. Received tracker and realized it doesnt have features I need. I checked the refund policy for both and the timeline is 30 days. This is the 24th so Im well within the range. I processed the tracker return and mailed it by *** today. The directions for a refund claim for the subscription do not work, the option for a refund is not available to select. The directions clearly say if you select cancel subscription, then the subscription will not renew the Next year, but you will not get a refund, unless you select refund claim, yet that is not available. All contact forms and emails are meet with directions that have the same loop, contact form, directions that dont work, then email, then back to contact form. No number is to be found to talk to a person. I paid $139.92, through PayPal for the subscription and $73.46 for the tracker. I would like a refund and cant seem to get any contact or confirmation.

  Business Response

  Date: 06/26/2024

  We apologize for any frustration ****************** may have experienced, but she has since been able to claim a refund herself from our website; we'll certainly investigate, but it appears there may have been a glitch on the website at the time of the initial attempt. 

  Customer Answer

  Date: 07/01/2024

  After I told them I contacted you they said they have issued a refund.  We will see.  
  Thanks for your help
  

  
  

• Initial Complaint

  Date:04/04/2024

  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.

  The *** tracking device worked OK for the first several months I had it but then started malfunctioning in several ways. Firstly, the location reading was often inaccurate, the tracker would not connect to my internet device, the device has trouble staying connected to the charger and the power button no longer works. I have contacted Tractive SEVERAL times asking for support and have only gotten automated messages back with standard text about location accuracy of *** trackers no human being has responded and not a single issue Im facing has been resolved or any refund provided.

  Business Response

  Date: 04/05/2024

  We apologize to Ms. Coirolo for her experience thus far. We've gone through the past correspondence and although she has been interacting with real agents, we understand that she was in possession of a defective unit. A team manager has since offered a replacement under warranty, as is justified.

• Initial Complaint

  Date:03/07/2024

  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.

  Our tracker has shown the incorrect location of my dog on a few occasions. The whole reason for getting the tracker is so we would know when our dog was ourside the perimeter and be able to locater her. The last time was on February 29th - the tracker showed her down the street when, in fact, she was in **********. I have looked for a phone number and cannot seem to locate a phone number to actually talk to a live person on the phone. I do not like doing business with a company who will not give out their telephone number.

  Business Response

  Date: 03/12/2024

  One of ********* ******** supervisors has responded to this user and provided an explanation of the issue, as well as pertinent contact information, if needed for further clarification.

  Customer Answer

  Date: 03/13/2024

   
  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:02/18/2024

  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 took a payment of $38 for a tracking device I WAS going to purchase until I got to check out and it quoted me $222. I never hit submit payment once I saw the price change go from $58 to that $222, I closed the window and exited the purchase page. Next morning I get an email from Tractive saying thank you for your purchase and they ended up charging me $38 for the device??? I immediately messaged their chat team, mind you theres no customer service number and the chat takes over 20 minutes to get someone. I was chatting with a rep who asked for a screenshot of the email receipt and my bank statement showing the charge, she took it and said she would transfer me to their email support team then ended the chat??? I contacted them HOURS before I received the shipping confirmation and then was told an hour later that their operations team works too fast so they couldnt cancel, even though I contacted them again HOURS before I received the confirmation of it being shipped. Once I got the email from their support team I was emailing them everyone 5 minutes for an update. I will be returning this as soon as I receive it. Never looking at this product again this was crappy customer service and not at all okay that the payment was taken.

  Business Response

  Date: 02/21/2024

  We apologize to ******************** for the slow resolution of his case. We have refunded him his requested amount, and have begun to conduct a full investigation into the events ******************** described, as no user should be charged unless there is explicit confirmation provided. 

• Initial Complaint

  Date:01/11/2024

  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.

  I bought a Tractive GPS tracker for my dog from Amazon December 17, 2022. I had to buy a subscription plan from the Tractive company so that they could actually track the tracker for me if I ever lost my dog. At the end of December 2023 I realized my tracker was not working properly. It will not pick up WiFi GPS or Bluetooth and it sounds like there is something rattling inside the tracker. Mind you? I have had this tracker for a year! It is non operational at this point. It will not track anything. It never did track very accurately. I told the company that my tracker was not working they had me trying all these crazy things to get it to work. It will not work because it is broken.?? However $114 was taken off my credit card on January 2, **** to cover another years subscription for tracking my dog with a tracker that is broken??The company is a nightmare to contact and they are refusing to give me my money back. I plan on calling my bank that the credit card belongs to that Tractive took the money out of. They had no right taking money out of my account because I had already spoken to them and sent an email stating that the tracker was broken. I am very angry and this company is not responding at all. I would like my $114 back that they just took out of my credit card on January 2 ****. I am not paying for a subscription when the tracker is broken. I don't know what part of this problem the company does not understand. I have also seen others complaining that the company is also not returning subscription money to those customers when their tracker stopped working or they tried to cancel. This company is an absolute nightmare. I cannot speak to anyone on the phone and they are not answering my emails.

  Business Response

  Date: 01/12/2024

  Hello,

  While we are sorry to hear about ********************** tracking experience, it should be noted that we have never refused/denied to render a refund for her subscription cost; attached to this message are screenshots of correspondence with ******************, explaining how she would be able to claim a refund herself, and do so independently from her account. She has since been able to claim the refund, and the funds have been returned to her account. 

  Additionally, it should be noted that we have on two separate occasions (January 3, 2023, and February 6, 2023) attempted to help ******************, but did not receive a response back after we provided troubleshooting instructions; as we did not receive a response, we could not know that ********************** tracker no longer continued to work, nor that she wished to stop using the tracker.

  ****************** notes in her complaint that her tracker no longer worked in December 2023, but we did not receive any correspondence from her until January 9, at which point she asked about a refund; we then responded within 36 hours.

  It should also be noted that Tractive's Terms and Conditions state that Tractive subscriptions are subject to automatic renewal; this is on page 3 of the attached PDF. These Terms and Conditions are provided to every customer at time of subscription purchase. 

   

• Initial Complaint

  Date:12/31/2023

  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.

  No *** available for the *** collar. Not getting the service provided

  Business Response

  Date: 01/02/2024

  We thank **************** for reaching out, and will address her concerns in the support ticket opened two days ago. We pride ourselves at resolving any technical queries to the best of our ability, and we'll provide a solution ASAP.

  As a kind reminder, we'd like to suggest that there are technical limitations to any GPS technology, and that a lack of connectivity is not necessarily due to a technical fault or deceptive business practices; rather, connectivity can vary from area to area, and can be weaker/stronger depending on the environment. With a brief analysis already conducted, it does seem like the cellular connectivity needed is a bit weaker in this user's area than is optimal for product performance. We'll investigate further with the user to provide the best solution possible, given any potential technical constraints.