Complaints

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to this company due to it being a anti theft tracking company that i had warranty with when i purchased my 22 Chevrolet Silverado from the Team ******* Chevrolet delearship in *******, Tx. My truck was stolen on 11/30/23 and they were not able to located , since they were not able to located with in the time frame they have i submitted my warranty claim with all the documents needed on February 1,2024 they provided case number ******** ,they then reached out to me to let me know it was approved documentation was correct and received and i should expect a check within 30days from 2/13/24 for the amount of $10,000 , its is now past the 30 days and i have reached out to the company multiple times i have called i have left voicemail and emailed and they keep giving me the run around that they dont know why the check was not processed that they have to escalate the request and every time i call they say with in 24-48hrs we can give you an update i call past the 48hrs and no one can give me an update i let them know it was my 4 time calling and i have asked to speak to the department where they escalated it to and they provide an excuse that they have no number, they have no way of contact with them only via email which makes no sense, i have asked to speak to a manager or supervisor and they say they have no one , I really need help with getting my warranty claim check paid.

  

  Business response

  06/04/2024

  Please note that this complainant received their check back in April and negotiated said check in ******

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My account had expired and I renewed to the LoJack account on the vehicle on November 21, 2023. Received a confirmation email saying I would be contacted and that did not happen. Called on November 29, 2023. Explain the situation and was given a support case number. I was told it would be corrected in 24 to 48 hours and it was not. Called on December 7, 2023 and given the same runaround. Was told it had been moved to the second level support and it would be corrected in 24 to 48 hours. The exact same statement from the first call. Tried to explain I was already told this before but she just repeated the statement she was reading from. I would like to have the service renewed but keep getting the runaround.

  Customer response

  12/21/2023

  Im sorry. I missed typed. They have NOT reached out or solved the issue. 
  
  *********************

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently renewed my LoJack subscription through the app and there appears to be a glitch. I now have two subscriptions for the ************** on the same car that are identical. I have paid for one and Spireon is sending me a bill for the second. Two separate invoices. Their response was I bough it twice through the app. I dont see how they can try and charge me twice for the same subscription on the same vehicle that covers the exact same time period. I want them to cancel or adjust the one invoice that I have not paid yet.

  

  Business response

  11/20/2023

  ******************, 

  My name is *************************, and I am a Senior Paralegal for **************** LLC (Solera), and its North 
  ******** subsidiaries including Spireon Inc. ("Spireon" or "Company", a wholly owned subsidiary of Solera) 
  and responsible for assisting with the above referenced Case. The Company welcomes the opportunity to 
  respond to your letter. 

  Spireon has reviewed **************** account and found that a second invoice was inadvertently sent out.
  Spireon has rectified the error. Thank you for your attention to this matter and feel free to contact me with 
  any questions or concerns. 

  Sincerely, 

  **************, ******
  Senior Paralegal

• Initial Complaint

  11/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New van 9/2019 purchased, came with KAHU/Spireon for $500 for 7 yrs. Never worked from day one. Numerous communication with them & no resolve. This year I finally got information that they went with a new *********** have to pay an additional $65 to upgrade what I have to make it work. NO WAY, NO HOW are they getting money out of me. I have demanded to get my $500 back for over a year now. It never worked, I have a new service now with another company and I DEMAND MY FULL $500, or I could ask for all the time and mental anguish I've spend with their incompentence. They keep writing back and saying "we are so glad this case is resolved". WHAT?? RESOLVED?? I never even heard back, now give me my money.

  

  Business response

  11/14/2022

  We apologize for the inconvenience and would like to offer a complimentary technology upgrade including *************************** of the new hardware to resolve the issues you've had with the product.  Unfortunately, Spireon is not a party to the sale of the vehicle with Kahu/LoJack and refunds for the original sale must be addressed directly with the dealer where the vehicle was purchased.  A customer care representative will reach out to follow up on scheduling the device replacement.  Alternatively, you may reach us at **************************************** or ************.

  Customer response

  11/14/2022

  unacceptable.  when you acquire a company and all it's customers, you are responsible, not the dealer, you were paid for this service to me.

  It's your companies fault if you weren't prepared for the existing customer. 

  It never worked and I informed you I now have another service,  and I want to get the full amount back. I will not get it updated when it's nothing I need . 

  Due to your companies fault at not being sure all the customers you acquired would be able to use your service, is not a commendable star on a rating.  That's not know the business world works. Don't waste anymore of my time. Please send me the $500. 

  Thank you.   

  

  Business response

  11/15/2022

  
  With all due respect, we are not a party to the vehicle purchase which has the LoJack system installed.  This is equivalent to asking a manufacturer like ******* for a refund for a tv you purchase at a retail store like Best Buy.  LoJack is sold exclusively through dealerships and urge you to please seek a refund from the dealer from who you purchased LoJack.  As a good faith effort, we are offering to replace your system at our expense including mobile install at a location of your convenience.

  Customer response

  11/16/2022

  you contact them and have them at least give me 50% back.  you all are the ones that changed the system, you all are the ones that are causing an inconvenience.  Tell them I will settle and for you I will post that you worked with me and agree with a settlement of $250.00  .  I am not contacting them, this is your thing, your business, your doing, they didn't know you were going to mess up their product when it was sold.  $250. 

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchase a car from drive time on january 2019 the device was already installed and was activated 1/3/2019 my subscription verified through the ************* app doesnt end until 12/28/2022. My care was stolen on 10/31/2022 i called numerous different people to get access to the device to find my car i was told no have access to the device and the car cannot be located. i was told the network that was being used by sprint is no longer in service. i was never told this information before hand so that the device could be updated. I called silver rock who hold the contract and they stated i need to contact sperion. I have contact the dealership they told be to contact ******* and lien holder. contact ********** and they stated they do not have tracking ability on the vehicle so i have a device that is useless that was paid for and no can access and a stolen vehicle. there is someway or someone that can find my vehicle.If a device or going tobecome ineffective i shoul dhave been notified. my device number ***************** **** fusion

  

  Business response

  11/07/2022

  Our customer care team is working on reaching out to the consumer to try to resolve this. If the vehicle has not been recovered, our options are limited as to what we will be able to do but if the vehicle has been recovered, we will work with the customer to upgrade their system.

• Initial Complaint

  10/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 25th, 2019 I purchased a 60 month subscription for monitoring by Spireon. On April 15th, 2022 (36 months), I was no longer able to use the vehicle tracking services I paid for. I contacted Spireon support by phone asking what the issue is with my device. I was informed by Spireon that I would have to pay $150 for them to replace the device in my car for my services to continue functioning. I told them this is ridiculous as I paid for 60 months of monitoring and I expect to receive what I paid for. Spireon is guilty of unfair business practices, breach of contract, and selling a service under false pretense. I am requesting Spireon either refund me for the months I was unable to use the service (24 months) or provide the replacement device and installation free of charge to get my services functioning again. Thank you!

  

  Business response

  10/11/2022

  Our team has reached out to the customer to arrange a device repair/replacement.  We will continue to engage the consumer until this is fully resolved.

  Customer response

  10/11/2022

  
  Better Business Bureau:
  
  Complaint ID ******** can be closed. The business has resolved the issue to my satisfaction.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  09/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had LoJack by Spireon installed on my new Kia ******* by the dealer. I activated the service at the beginning of June, 2022. It has not worked correctly, ever.Problems:GeoFence alerts are days late and inaccurate. For example, I can get 2 "leaving" alerts in a row, with no "returning" alerts in between. Again, days late.There is no record of trips in the history.The app will indicate the car is at a location that was visited several days ago, while the car is currently parked in the garage.If I needed to report the car as stolen, it would not indicate where it is accurately. I have serious doubts that the car could be stopped & located since nothing else in the app works correctly.I've called the customer service line on 4 occasions. On the first call, I was told that my support ticket was being advanced to "Tier 2 Support," and that I'd receive a call from them in ***** hours. I have not heard from them, and called back to find out what happened. I was told that after 2 weeks, they were still working on it and would be in touch when they resolve the problem. I have not heard from them since, even though I was promised a phone call and email follow-up.I want this to work, or I want it removed and a refund. Otherwise, I've experienced a theft of several hundred dollars for a service that has never worked, and apparently, never will.

  

  Business response

  09/12/2022

  Spireon has reached out to the customer and push an over-the-air update to their device to correct the performance issue.  The customer has verified that the device operation has been restored and we will continue to monitor performance for any additional issues that *** arise.

  Customer response

  09/12/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Under the terms of this complaint, I consider this closed with this caveat:

  The performance of the app needs to be monitored long-term. While it seems to be working, a 3-day observation of performance is not a long enough period of time to fully test and pass judgment on the long-term operation of the app. Several functions remain untested, most notably the ability to report a theft and initiate a recovery. I am simply left to trust that whatever caused the difficulty will not reoccur, and that the untested functions of the app will work at the critical moments that I need them.

  Regards,
  
  *******************************
  
   

  
  

• Initial Complaint

  08/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  30 months ago I prepaid a 60 months subscriptions monitoring by Spiron, the subscription was stopped abruptly , Sprint they used for service dropped their 3G and Spireon asked me to pay $150 for transition of service due to no fault of mine. I gave them weeks to solve the problem to no avail . I asked for partial refund , they ignored my emails . Its unfair business practice , breach of contract , selling a service under false pretense , borderline fraud . Spireon should not be allowed to continue business without assuming responsibilities and fulfilling the term of their contract .they should be fined and given derogatory ratings as well.

  

  Business response

  08/30/2022

  We apologize for the inconvenience that this has caused.  Spireon has reached out to the customer and scheduled a mobile technician to visit the customer to resolve this issue.  The customer's device will be upgraded to the latest technology and we will confirm that the service is restored.

  Customer response

  08/30/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  05/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  ******* Spline reached out to me in January 2021 as I had been experiencing several technical issues with my Spireon equipment and customer support. On January 4, ************************************************************************************************** back until ******* texted me on January 6. The entire premise of my relationship with Spireon surrounded their ability to allow me to lock and unlock my vehicle remotely. To be clear, that functionality has not once been available to me throughout the duration of our partnership. They continue to **** me for services that they are not providing. ******* and I spent most of 1Q22 troubleshooting these issues. ******* continued to assure me that billing would be waived until they could deliver on the services for which I was paying. It is now May 24. In the last two months Spireon has opted out of the customer service experience and continued to **** me. At this time, I am requesting a full refund of $222.26 for the money I was charged by Spireon.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the Lo/**** Stolen Vehicle Recovery System with ************* for more than $995. Spireon purchased the ******************* through acquisition, and in doing so, it legally acquired all of Lo/Jack's assets including user agreements and contracts and became responsible for all aspects of its predecessor. Under the terms of the user agreement for customers that purchased the Lo/**** Stolen Vehicle Recovery System with ************* post-installation inspection of the Lo/**** unit to ensure continued functionality of the unit. In addition, Lo/**** recommended that the vehicle owner have the Lo/**** unit inspected every two (2) years to verify it is functioning properly. To do this, the consumer must arrange for a Lo/**** trained technician to come out and perform a post-installation inspection.When I attempted to schedule a post-installation inspection of my Lo/****, Spireon said, "oh, we don't do that anymore" - basically, instead of offering ANY assistance whatsoever to have a post-installation inspection done as required under the terms of the user agreement, ********************** said, "good luck with your Lo/**** system" and refuses to provide the required and necessary services to ensure functionality of my Lo/**** system.Not only is Spireon REQUIRED to service the Lo/**** system that it acquired but also it has a contractual obligation to do so - and that includes sending out technicians for post-installation inspections, whether or not it is afraid of the coronavirus or not, and the refusal to do so, is a direct breach of the user agreement and subject's ********************** to legal liability for breach of contract, and violation of applicable consumer protection laws.

  

  Business response

  04/18/2022

  Spireon has reached out to the customer and will arrange the unit to be replaced by a new LoJack system.

  Customer response

  04/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

*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. ↩