Complaints

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Incorrect web address showing on bing search. According to the Microsoft Blog, the data source for Bing Maps is TomTom. The website address for our business is not the correct one that has been listed. We would like the database updated with the correct information. Please reach out so we can resolve this issue.

  Business response

  04/28/2023

  Dear TomTom Customer,
  
  This is Sagar from TomTom Customer Support, and I’ll be happy to help you today.
  
  I understand that your business address is showing incorrectly on the Bing map.
  
  TomTom maps and the address on our map can be verified using our MyDrive Route Planner. I request that you check your business address using the below link:
  ****************
  
  You will be able to add your business to our maps as a point of interest.
  
  I request that you perform the below steps to add the business to TomTom map.
  
  Open MapShare Reporter (****************)
  Zoom into your business location.
  Select the 'point of interest' image.
  Then select "Add."
  Place the green pin as accurately as possible at your business entrance location.
  Then complete the details for a new POI, putting your hours in the comments box.
  
  You can also refer to the below link for reference:
  **************************
  
  I hope this helps answer your concern.
  
  I wish you a nice day, and if you have further questions or concerns, you are welcome to contact us - we are happy to help.
  
  Take care of yourself and stay healthy.
  
  With kind regards,
  Sagar
  TomTom Customer Care Team

• Initial Complaint

  03/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased my second TomTom device in 4 years both have broken charge ports. I only used the newest 5 times due to Covid. Impossible to get in touch with this company, all phone numbers disconnected, chat box does NOT work. Scam artists. Plus the system is totally hackable by corrupt police.

  Business response

  03/31/2023

  Dear TomTom Customer,
  
  This is Sagar from TomTom Customer Support, and I’ll be happy to help you today.
  
  We apologize for any inconvenience caused to you since you mention that the device's charging port broke even though the device wasn't used much.
  
  We assure you that our device hardware is built to last longer, and you should never encounter such an issue if the device has been used only 5-6 times.
  
  Our devices come with a 2-year warranty, and we offer you a repair for the device if it is under warranty. However, it seems that the device was purchased four (4) years ago and is currently out of warranty.
  
  We might be able to offer you an out-of-warranty repair for the device. However, we will need to confirm the device model type using the device serial number.
  
  Following is the link to confirm if the device is eligible for a repair: *************************0
  
  Also, you can always contact us through chat and email using the following link: *************************9
  
  I hope this answers your concern.
  
  I wish you a nice day and if you have further questions or concerns, you are welcome to contact us - we are happy to help.
  
  Take care of yourself and stay healthy.
  
  With Kind Regards,
  Sagar
  TomTom Customer Care Team

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a pair of GPS navigation devices from TomTom. Both devices exhibit the same odd behavior; they are completely unreliable. I have been back and forth with TomTom customer support for a ridiculously long ***e. I've been doing everything they have suggested, but nothing they have tried has worked. They finally broke down and replaced the two devices about 2 months ago, but both replacements demonstrate the same odd behavior and were completely useless. They replaced one of the devices a second ***e, which also exhibits the same issues. It was at this point that we realized it was software glitches that were at the root of the problem, and TomTom could not offer a true remedy. After a ridiculously long ***e of jumping through their hoops, we finally told them that we were done with the run-around and their foot-dragging, and we wanted to return the two devices for a refund, so we could purchase working, reliable devices from another company. It was at that point that they simply stopped responding to our attempts to contact them. The total amount of money we spent on these two devices is: $324.35, and we would really like to send the two devices back to them and get that money back...

  Business response

  10/31/2022

  Dear Customer,

  Please accept our sincere apology for the delay in resolving your query and any inconvenience caused is deeply regretted.

  We have gone through the contact history and found that the last ***e you had contacted us was in October 2020 and you were provided with a solution. Since then we did not hear anything from you until June 2022 when the devices were outside the refund period.

  Also, after your contact in June 2022, we have replaced your device with an upgraded model as an exception however, the issue still exists as this is more to do with your mobile compatibility and not the TomTom product. It is one of the features which is not working due to the dependability on your phone however, it does not make the complete product unusable hence we are unable to process the request to have a refund.

  We thank you for your patience and cooperation all this while.

  With Best Regards

  TomTom Customer Support

   

  Customer response

  10/31/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: 

      ...This issue has been dragging on since about a week after we made the purchases. At that ***e, we were offered only advice on how to perform a factory reset of the device, and uninstalling/reinstalling the phone app that works in tandem with the device. After this promptly failed, we were told that a fix for the issue would be coming in the form of a software update, and we were asked to be patient. Through a couple of software updates, the fix never came.

      Attached are images of some of the many, many issues we have encountered with the devices. Presently, they will not function correctly at all.

      We sent messages to TomTom support many, many ***es, and did not receive a response. It was not until we took to their own user forum and asked if other customers were having these issues with their devices and also problems contacting support that we were informed that due to covid 19 lockdowns and closures, which were in full swing at the ***e, support staff was at best a "skeleton crew", and there was no other method of contact. We were promised that someone would address the issue as soon as they could, but that help never came.

      We sent many messages and many requests for help, both via email, and we posted on their own user forum. We never received a reply from TomTom support, so we had no choice but to wait out the lockdowns and closures. During that ***e, we tried repeatedly to use the devices, with pathetic results. The devices never worked correctly, and are now worse than ever. They routinely freeze, refuse to accept desitinations entered via the smartphone app, refuse to display or read text messages, which are the two biggest selling points of these devices, and the reason we bought these particular devices to begin with.

      When TomTom finally did respond again, it is because I decided it might help if I opened a NEW support ticket, with a different number attached. When they responded to that request for help, it became very apparent to me that they were ignoring requests under the original ticket number. Support tried in vain to offer dozens of "fixes", workarounds, resets, software reinstalls, etc. None of their suggestions helped. It became apparent to us after a while that they were merely guessing, as they started to make suggestions about settings and procedures that do not even apply to our devices.

      Over the course of ***e we have struggled with these devices, we have tried them with 5 or 6 different smartphones. During one attempt to get the device to work correctly, I purchased a brand new samsung galaxy smartphone, and installed ONLY the app for the navigator on the phone, to ensure that it was not the phone nor another app that was conflicting with the app or device- but I got the same results: never ending failures of both the smartphone app and the device itself. TomTom Support's assertion that my phone must be at fault is ludicrous; we have tried to make this work with 5 or 6 different phones, and got the same poor results with every one of them, including two brand new phones just this year.

      Support replaced these devices very recently. The replacements are actually worse than the original devices. We are now stuck with complete junk: random freezes, reboots, complete failure to communicate between the smartphone app (TomTom MyDrive), as well as a new, very dangerous issue: the device will suddenly start navigating to a destination that was never entered into both the device and the phone app. This is generally quickly followed by a complete freeze of the device, which requires us to pull over, no matter where we are, and struggle to try to power off the device with the hopes that powering it back on will bring it back to life. Some***es it works, some***es it does not. When it does not, the device is completely useless until you allow it to sit until the battery runs down, and then it requires a full factory reset to get it to work again.

      My wife is a Hospice Nurse. She needs her navigator every day to find her way to new patient's houses. She has struggled with the device in a way that I cannot begin to describe, often being let down in the worst parts of town, or on busy highways. It is downright dangerous to her safety to be stuck in this situation, and if anything ever happens to her while she is trying do get this device to work, I will certainly name TomTom in a lawsuit due to their ineptness and apathy towards long-***e customers. 

      This is not our first TomTom product. We have both used them for well over a decade. We've spent a lot of money with the company, and the idea of them completely shirking responsibility for a product that is basically worthless is astounding. They are the reason that this has been dragging on for so long- I have been patient for a very long ***e while they tried to sort out a solution that never came. The devices we have currently came with a warranty, but they refuse to honor it, and now are refusing to refund? This is absolutely ridiculous. The devices are approximately 3 months old and 1 month old respectively, and I have been asking for a refund since about a day after they arrived, when we realized that they do not work correctly.

      I will do whatever we need to do to be made whole. I've been very patient, have jumped through every hoop that TomTom support has asked of me, but now that they have run out of ideas, they have simply decided to stop responding to our requests for help, as well as my request for a return and refund- which I have been asking for, for quite a long ***e now.

      All we want at this point is to return the product and get our money back. I don't think that is asking too much. The devices simply are not reliable, to say the least.

      Let's move forward with a return and refund, so we can all put this nightmare behind us, and move on with our lives. That's all we want. We tried every single thing they have asked of us for two years, and nothing ever worked. Replacement of the devices with other devices that also do not work does not absolve them of their warranty obligation.

      We're tired of playing games at this point. Please- just set up a return, and give us our money back. It would go a long way to preserving your reputation.

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

  Business response

  11/09/2022

  Dear Customer,

  We have no such records of many refund requests in our system until June 2022, but as our priority is our consumer’s satisfaction, we are willing to make a commercial gesture and offer a refund to Mr. ********** in exchange of the devices sent back.

  We will reach out to the registered email address with the further procedure.

  With Best Regards,

  TomTom Customer Support

  Customer response

  11/13/2022

  
  Complaint: ********
  
  A few days after receiving this message, I was finally contacted briefly via email, from Chetan, Manager - TomTom Customer Support on Friday, 11/11/2022. He said:

      "Thanks for your patience.
   
  Dear ***, we have replied to your complaint on BBB and will go ahead with the refund as an exception once we receive your devices.
   
  This will be a manual refund into your bank account hence we will also need the following details. One of our representatives will reach out to you on how to send your devices."

      I contacted my bank to ensure that it was safe to provide this information without putting my account at risk, but since that was on Friday, which was a holiday in the USA, I have not received a reply yet. Yesterday, Saturday 11/12/2022, I received an email from "CK" at TomTom, seeking to close my issue out:

  "It’s CK from TomTom. Following my recent reply, we see that you’ve haven’t been back in touch with us. We hope this means your enquiry has been resolved. However, if you do have any further questions or continue to need support, please do let us know. You can get back to me by replying directly to this email or using this reply link
  help.tomtom.com/hc/requests/1534231
  Should your enquiry be resolved, a survey will be emailed to you in the coming days. We hope you can share feedback on our customer service.
  Safe travels.
  Kind regards,
  CK"

      I responded and explained that the issue has not been resolved yet, and that I was awaiting the return instructions as promised by Chetan on 11/11/2022. 

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

  Business response

  11/30/2022

  Dear Customer,

  As discussed, we are checking this with the concerned team as we do not have any other option available apart from the manual bank transfer. We may have
  offices located in different countries however, the business units are different hence we are unable to send or accept a cheque.

  With Best Regards

  TomTom Support Team

  Customer response

  12/01/2022

  
  Complaint: ********
  
  My bank does not accept international wire transfers. I have explained this to the people at TomTom several times. I went to another bank that I used to occasionally do business with, and they told me that while they can accept transfers, there are fees levied on the amount of the transfer in several places: at the sender bank, at any intermediary bank that the transfer may pass through, and at the receiving bank. I've been told that these fees can amount to $65 USD, possibly more...

      I explained this to TomTom, and all they keep doing is asking me for bank account details. As I mentioned before, my bank does not do wire transfers, so they can not supply the information requested, and they also recommended that I exercise extreme caution in supplying that type of information to any third party.

      I mentioned several alternatives to TomTom, including posting a check written in USD, or using PayPal to send me the refund, or perhaps even an international money order, written in USD, and negotiable in the USA. 

     ...They continue to request bank information that I don't have.

      I don't understand why it would be so difficult for TomTom to send the funds to one of their offices in the USA- their headquarters are in New Hampshire- and ask them to mail me a check...It seems so simple to me...

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

  Business response

  12/15/2022

  Thanks for your response.

  Dear Customer, as discussed the fastest option we have to refund money is bank transfer however, since your bank doesn't accept international transfers, we are looking into other options with the concerned team.

  Since this is not a regular process, it is taking time hence your patience will be appreciated.

  We will keep you posted as soon as we have an update from the concerned team.

  Best Regards,

  TomTom Support Team

  Customer response

  12/15/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I still have not received the promised refund. It takes TomTom a week to respond to one email now. It's getting old...I feel like they are just dragging this out, hoping we will give up. We're not giving up...
  
  Sincerely,
  
  ******* **********

  Business response

  01/10/2023

  Thank your for your response.

  Dear Customer, we have agreed to refund for both of your devices once we receive them at our service center however, your bank doesn't accept international transfers hence the delay is caused in resolving this issue.

  We have checked with the concerned team and unfortunately the only option available is bank transfer. Alternatively, you can purchase any product from our website www.tomtom.com for amount 324.35 USD.

  Thank you for your patience and cooperation all this while.

  Best Regards,

  TomTom Support Team

  Customer response

  01/10/2023

  
  Complaint: ********
  
                  You have been dragging this out for months and months now. There are plenty of refund methods available to you other than an international wire bank transfer:
  
  You could send the refund to me via PayPal
  You could send the refund to the CC that I used to purchase from you
  You could transfer the refund to any one of your numerous business presences located in the USA, and have them send me a check.
  
  
  There are plenty more, but you get the idea.
  
  If I was able to purchase direct from TomTom with my CC, you should be able to send me a refund without requiring me to open a bank account at some bank that accepts international wire transfers. On top of that, accepting an international bank wire transfer will cost a lot of money- I am trying to get my *money back*- not spend it…
  
          Please stop playing games with me. You said you would refund, and now you are just making it impossible for me, and it certainly looks like you are doing it on purpose.
  
          There are plenty of ways to provide me with a refund available to you that don’t involve an expensive and complicated bank transfer.
  
          Don’t you think you’ve made me jump through enough hoops and dragged this out long enough?
  
          We are considering contacting an attorney at this point. If we have to take TomTom to small claims court, we will also be asking for damages for lost ***e and all legal expenses including court costs.
  
          I just want our money back. Don’t make this any harder.

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

• Initial Complaint

  08/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I no longer use TomTom. Haven't for years. On 8.21.22, I submitted online forms via TomTom website requesting that TomTom delete my online account, including associated data, especially password. I was issued ticket numbers *****41 and *****43, along with "we are working on completing your request." Nothing's happened, though: I can still log in. Via chat, I explained my situation. The bot issued ticket ****539. More assurances that a rep would contact me "shortly." Meanwhile,l I can still log into my account.

  Business response

  08/26/2022

  Hello,

  We have received request to delete the account however, this may take around 30 days.

  The process is time consuming as we need to ensure that your data is removed from the entire database and applications and if you login after requesting a deletion then it will extend the process further.

  We have notified the concerned team to speed up the process and we will keep you posted as soon as the process is completed.

  Thanks,

  Customer response

  08/26/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17776633, and find that this resolution is (mostly) satisfactory to me.
  
  Caveat: Given TomTom's previous lack of response to my emails, etc, how can I be sure  you'll notify me when you close my account? One way for me to check is  by logging in to see whether my credentials are accepted. However, you said that my logging in will delay the process
  
  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. ↩