Complaints

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged $99.99 for a premium membership that I was not aware of. The $99.99 transaction was taken from my account November 25th 2022. I called the following day November 26th 2022 during business hours to completely cancel my subscription as I dont want to be paying $99.99 and refund me. They said that I was only allowed a 50% refund becuase I didnt request a refund early enough. However I called as soon as the business was open the day after the money was taken from my account so I dont see why I should only get 50% reimbursed. Tile *** also had no problem completely canceling my subscription right away ( I no longer have it), but then where is the remainder of my $99.99 if I dont have premium at all. They essentially took $50.00 from me and have been very unresponsive when I try contacting them. All I would appreciate would be a full refund as I have used no feature of premium and contacted then as soon as the transaction hit my account and no longer have access to premium ( becuase I rather have my refund.)

  Business response

  12/13/2022

  Thank you for bringing this to our attention. We can confirm that this matter with ******************************, who was charged with her Tile Premium subscription despite requesting a cancellation, has already been addressed. 
  Upon investigation, it appears that **************** failed to cancel the subscription before the free trial ended, which resulted in being charged for a full year of service. Similar to most trial subscriptions, our terms and conditions clearly state that customers will be charged at the end of their 30 day trial if it is not canceled before that time is up (https://tileteam.zendesk.com/hc/en-us/articles/4409368877847-Tile-Premium-Charges). 
  Tile understands that the current situation is difficult, and its not uncommon for people to forget about trial subscriptions. We are happy to offer refunds for customer satisfaction despite our policy.
  This was resolved by fully refunding the customer the amount of ***** USD, with ***** USD being the initial refund and 50 USD as the final one. 
  To avoid any dissatisfaction from our customers in the future, we will ensure that our ************* Representatives are able to action the customers concern on a timely manner. 
  
  

  Time line of events:

  Nov 25, 2022 (8:50 PM) (Ticket # *******)
  Customer contacted us via chat for the cancellation and refund of Tile Premium Protect subscription. We were not able to cater to her request as she reached out to us outside of our operating hours. 
  Nov 26, 2022 (10:30 AM) (Ticket # *******)
  Customer reached back to us via Premium Text Support for the same concern. The ************* representative advised that she will escalate the concern to a  higher level of support to cancel her subscription and also to check her eligibility for a refund. 
  The concern was then escalated to our higher level of support. The cancelation and a 50% refund (as per our Premium refund policy) equivalent to ***** USD was processed by the payments Team. 
  Nov 26, 2022 (01:00 PM) (Ticket # *******)
  The customer reached out via chat ticket about the same request. The ************* representative informed that the reason why she was charged ***** USD was because she was not able to cancel her subscription before the renewal. 
  She then raised that she received a refund of ***** USD on her account and the agent informed her to keep an eye for the email that will be sent by the higher level of support within ***** hours. 
  Nov 26, 2022 (01:33 PM) (Ticket # *******)
  Customer got in touch with us again as she has received a refund of ***** USD and asked if she will still be refunded the missing amount which is equivalent to 50 USD and the agent informed the customer to wait for an update via email from our higher level of support. 
  Nov 28, 2022 (03:45 AM) (Ticket # *******)
  The higher level of support sent a follow-up email to the customer informing them that we already refunded 50% of the subscription fee (***** USD).
  Nov 28, 2022 (06:31 AM) (Ticket # *******)
  Customer replied asking why she was only refunded ***** USD and not a full refund. 
  
  
  Nov 28, 2022 (05:22 AM) (Ticket # *******)
  Agent explained that as per our refund policy, the time that she requested the cancelation already falls under the 50% refund eligibility that is why she was only refunded that amount.   
  Nov 28, 2022 (04:13 PM) (Ticket # *******)
  Customer chatted us back showing dissatisfaction as she would like to be refunded the full amount. Agent informed the customer that based on the timeframe of cancelation and the time that she contacted us falls on 50% refund eligibility only. 
  Customer insisted to be refunded the full amount of ***** USD and this was once again escalated to our higher level of support. 
  Dec 2, 2022 (08:51 PM) (Ticket # *******)
  As a one-time exception, our payments Team refunded the remaining 50 USD back to the customers account. 
  

• Initial Complaint

  09/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I've purchased the Tile trackers since 2016 to present date. I've been in contact with the company, for the past 3 wks, emailing customer care agt Kent ** regarding unactivated Tiles. Preparing for vacation, I opened a new box, the Tiles would not activate. I was told some of the older tiles had expired, as well as some resent purchases. I asked the longevity for unactivated tiles and was never given an answer. My previous tiles have worked for approximately 3 yrs or more w/o replacing. I asked for replacements and denied. I was offered a 20% discount which (expired in a couple of day) instead, to make new purchases. I had previously stated I was not in need of any Tiles at the present time. I offered to return the tiles. I was given the run around. I was requested several times to try different procedures to activate, none of which worked. I complied with ALL of their requests. I was asked for receipts for information they already had . I was told the Tiles which I had just opened, were already activated. I sent pictures everything they asked for. My question to them was how can a product with no given expiration date not work and previous activated tiles works for years. Again no answer. I am requesting replacement tiles.*********************

  Business response

  07/10/2023

  TILE RESPONSE TO ***********************

  Summary:

  We would like to report that our team has resolved the matter at hand concerning ***********************, who was experiencing connectivity issues with some of her Tiles.

   

  Customer has multiple *********************** that are not working. Some of the Tiles she has are not yet activated but are with her for more than two years.

   

  Customer was advised of the battery life of the Tile and was not happy. We were able to determine the non working Tiles and one was approved to be replaced as still within warranty.

  The customer was not happy with the resolution and insists Tiles are due to be replaced. The replacement arrived with a potential hardware issue so we offered to troubleshoot but the customer already refused.

   

  Moving forward, a customer with a lot of ***********************, it is better to request immediately for the pictures of the Tiles that are not working since the customer has confusion too and not able to determine the Tiles she is referring to by names. In this way, we can only stick to the Tiles that she is referring to instead of providing resolution like unhiding old Tiles and hiding Tiles that are no longer working which added burden to customer experience due to additional and seems to be an endless troubleshooting steps for the customer.

   

  Kindly also refer to our warranty policy.(Tile Warranty and Refund Policy - U.S., CA, AU, **)

   

   

   

   

• Initial Complaint

  09/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  for the last couple of months I've been trying to acquire my personal information that tile *** holds on their servers. i recently had a search warrant served on my tile *** account.and the detective and tile have both deleted customer support request #*************** i know they disclosed my information before a search warrant.they had multiple phone conversations so there was no paper trail. otherwise why would hide it? why not let me see the log file? as it only pertains about my personal account.tile has been very difficult to get anything personal data from.Tiles AI algorithms and customer support teams RED flag everyone who deletes any tile. because that seems suspicious and you get flagged and they notifie law enforcement. tile *** was built to try to catch people using them unlawfully. they will even try to get people convicted who are innocent also though. and all i am wanting is my account information pertaining to my account because i have court next week for tile trackers that tile in GAVE my info to a detective but will not give it to me. tile *** also responded back to the search warrant with confirmation that i did own the supposed tiles in the warrant, this is not true. they gave my tile ID numbers to the detective so he could go shop around and pick some old tile id numbers that i had previously deleted.i also need the location information of my tiles before i deleted them. it is for an important court date that i am being accused of. and tile is helping them frame me. its my data i need it, its for a criminal case. and if I don't get my personal information (AND there privacy policy states i can have) i will be filing a lawsuit.

  Business response

  09/20/2022

  There are multiple inaccuracies within the customers complaint. For ease of address, we have grouped the complaints into two categories.
  
  Access to Personal Information:
  Tile has provided this customer a copy of their personal information on multiple occasions. This included information related to the customers Tiles/devices, the customers account, communications the customer had with ********************** (with the exception of internal notes and technical data), and a copy of the search warrant Tile received seeking information related to the account and Tiles response to that search warrant. This represents the complete and comprehensive report Tile provides to customers upon request.
  
  Customer Care Ticket, Deletion, and Escalation:
  The customer has repeatedly requested a copy of a ticket containing an exchange between a third party and Tile. Tile does not provide copies of communications with third parties, nor do we disclose customer information to law enforcement without proper process.
  Tile has not deleted the referenced ticket or any information from this customers account, with the exception of Tiles which they requested to be deleted.
  Tile does not flag accounts due to law enforcement being referenced or customers requesting Tiles to be deleted from their account. This account was flagged as escalation RED to ensure the request was forwarded to the appropriate teams without delay. This tagging is used for escalation and prioritization.
  
  Thank you!Tell us why here...

  Customer response

  09/22/2022

   
  Complaint: 17903334
  
  I am rejecting this response because: 3 items at question and i would be inclined to accepting this complaint. #1 I would like to have the deletion request transcript with customer service from 08/04/2021. I got the last half of the conversation from 8/5/21. but would like the original 1st half from 8/4/21 at approx 10:30 am i believe.

  #2 i would like to know why my tile named "KEYS" had its tile ID number pulled out by customer service in the same manner that other tile ID numbers were with the search warrant

  #3 tile *** states they cannot retrieve ANY of my deleted tile ID numbers, how come i cannot get mine but you can get them for a search warrant? 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tile fails half the time! It does NOT RESET after use. Battery OK. Settings OK. ************ here in the apt. The purpose of buying this tool is to prevent emergencies! Looking for phone, Tile no sound. I find ************* they're here 3 ft, no sound, no matter what! I'm on minuscule SS pension. I CANNOT pay more money for a service that's supposed to be built into a gizmo I paid for!!! You keep gouging for ********** $. I recommended Tile to friends, who bought. I bought some for family. I would buy more for my car because I like the sound, louder than Apple. But what's the use if it fails when I really need it. ???!

  Business response

  07/10/2023

  TILE RESPONSE TO ***************************

  Summary:

  We would like to report that our team has resolved the matter at hand concerning Kingas issues with the Tile connectivity. The customer, who reported 2 malfunctioning ********************************* informed us that the Tile fails half the time or does not ring their phone.

   

  Tile customer care provided troubleshooting steps including bluetooth and phone permission settings. Tile also offered to send warranty replacements and asked where to ship these Tiles but the customer never provided this information.

   

  It is safe to assume that the issue has been resolved by the troubleshooting steps provided as further and latest contacts from the customer were no longer related to the ********************** issue. The Tiles are still connecting and updating.

• Initial Complaint

  07/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased tile's premium warranty on April 14, 2022. Not once was I informed by tile that I had to RE-ADD all of my tiled belongings in order to utilize the tile premium insurance reimbursement. Now two months later, I tried to add a new tile to my profile and find out as it would NOT let me add the tile stating error PREMIUM_100 terms not accepted. Yet, there's no place to accept such terms. 2.5months later I find out that the coverage I paid for will not reimburse me for any of my tiled belongings so basically I've been gambling some of my favorite things to chance. Now that I do know, I cant even set it up. I paid for a year upfront coverage. Give me my **** coverage and since you never told me I had to re-add coverage to ALL of my items, and I cant currently do that, you should start my year renewal at whatever date in the future you can fix your issue with me not being able to add reimbursement coverage. I have provided pictures showing the error message along with another picture showing I cant even add basic reimbursement to a BRAND NEW tile I tried adding just a couple days ago. Fix these issues.As of today, Ive had an open case for a week and continually told they cant tell me when they will resolve this issue. Nor can they help me locate my account with Xcover, even thought ITS THEIR PRODUCT AND THEIR CHOICE TO USE SUCH 3rd party.

  Business response

  07/10/2023

  TILE RESPONSE TO *********************

  Summary:

  We would like to report that our team has resolved the matter at hand concerning *********************, who was experiencing errors registering her Tiles for Item Reimbursement.

   

  As a Tile Premium subscriber, our member receives added perks and features for their Tile account. One of those is the Item Reimbursement that will reimburse our customer for their lost item if it cant be found using their Tile. The most important step to be eligible for this feature is to register the Tiles.

   

  Just like most of us, we want our concerns to be fixed immediately. Here at Tile, we are making sure to resolve every concern in a timely manner but there are things that need time, specially technical matters that are not yet known by our team.

   

  We understand the frustration of the customer when she experienced an error when she tried to register her Tiles. Thats why we made sure to assist her in a timely manner and properly informed her about the escalation to our system engineers.

   

  Tile acknowledged that this concern brought inconvenience to our customer thats why we processed the refund of her Tile Premium subscription and sent her complimentary Tiles without hesitation. A follow up email from our system engineers regarding the resolution was sent to the customer immediately as well.

   

  For us to avoid this kind of disappointment in the future, Tile will ensure to continue improving and updating our Tile app as it will include bug fixes and performance enhancements. Our customers will be able to use our services and subscription without any errors.

   

• Initial Complaint

  05/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying get my password reset well over 6 months, so I could use my tiles and have access to my account, so I could find my keys. I have talked with customer service numerous times and haven't gotten anywhere. I have asked them to send me a email while I'm on the phone, and I'm told they can't. I was also told that my case had to handle by another level, which I never received the phone call. There is an glitch in there system. I receive other various emails from them regarding new products, but for some reason I cant receive a email to reset my account.

  Business response

  07/10/2023

  TILE RESPONSE TO *****************************

  Summary:

  We would like to report that our team has resolved the matter at hand concerning *****************************, who reported that he was unable to access his Tile account and also unable to take advantage of the benefits of Tile Premium.

   

  Upon further investigation, it appears that our agents initially provided a password reset email for instructions on how to reset a Tile account password. The customer was also having a hard time accessing his email thus unable to reset the password.

   

  To resolve this, our Tier 2 agent provided a temporary password and extended the customers Premium Subscription.

   

  To date, the customer is now able to access his ********************** account with a Premium Subscription until June of this year.

   

  Customer response

  07/10/2023

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

*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. ↩