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:07/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 business is Tri State Auto Brokers, LLC located in Fuquay Varina NC. We are a used car dealership specializing in Buy Here Pay Here financing.
  WE HAVE NOT BEEN ABLE TO MAKE CONTACT WITH ANYONE AT SPIERON TO DISUCSS OUR ISSUES. We have contacted the company directly via email as they suggest on their website. We are also planning on reporting this complaint with the California Attorney General's Office, which is where this company's headquarters are located.
  -Difficulty making contact with our sales representative to place orders or ask questions
  -Difficulty making contact when GPS units are faulty or need Technical Support
  
  We had a device that was faulty. A technician went out the to the customer’s home. The technician removed the device and said he was running out of time and needed to go to another appointment. HE DIDN’T INSTALL THE GPS BACK IN THE VEHICLE BEFORE HE LEFT. The whole reason to use this GPS is to minimize the loss of our collateral. Well, the customer didn’t show up for the rescheduled appointment, refuses to answer or return our calls, hid the vehicle, stopped make payments and cancelled the insurance on the vehicle. We can’t track it, or disable it.
  
  This loss is a direct result of the company’s incompetence. We do everything we can to minimize our risk of losing a vehicles and would have figured out another option if we knew the vehicle was going to be left exposed to theft.
  
  As a small business, when we lose our collateral it a significant financial loss. This was a direct result of Spieron.
  
  This was the first time we ever asked Spieron to send a technician to troubleshoot and fix a problem. We always take on the task/cost ourselves.
  
  We’ve been customers of for over 15 years but have seen a sharp decline in all departments over the past 2 years. It’s unfortunate that it’s come to this but feel we have no other option but to report our issues to the State Attorney General’s Office and the Better Business Bureau.

• Initial Complaint

  Date:04/30/2025

  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 was forced to purchase this tracking device by ******************** to be able to purchase a car.I didnt want it. My car comes with afactory installed gps device from *******This device interfere with the program of the computer and has to be disconnected every time they have to perform a task on the computer of the car.This is a scam I dont want it I want a refund

  Business Response

  Date: 04/30/2025

  We are sorry to hear about the customers concerns. ****** takes all product and customer experience matters seriously. Wed like to address the key points raised:

  
  LoJack support will contact the customer directly to perform a full installation check.
  If needed, we will replace the LoJack device and reinstall it at no cost to ensure compatibility with the vehicle.
  LoJack does not sell products directly to consumers and is not involved in dealership sales practices. Therefore, we are not responsible for any requirement or pressure the customer may have felt during the purchase process.
  LoJack is not responsible for issuing refunds, as all product sales are made through authorized dealerships.

  
  We remain committed to ensuring customer satisfaction and product reliability.

• Initial Complaint

  Date:04/15/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  A request to cancel account #****** was sent on 10/14/2024.
  I spoke with someone mid November 2024 and they confirmed that the account was closed.
  It has been brought to my attention by my accountant that Spireon has continued to charge my card on the following dates 10/16/2024, 11/18/2024, 12/17/2024, 01/16/2025, 02/18/2025, 03/18/2025 and 04/15/2025. There are no reps answering the phones, you only get a voicemail with a promise to call back by the next business day and that never happens.

• Initial Complaint

  Date:05/28/2024

  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.

  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

  Date: 06/04/2024

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

• Initial Complaint

  Date:11/14/2023

  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 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

  Date: 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

  Date:11/05/2022

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/02/2022

  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.

  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

  Date: 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

  Date:10/02/2022

  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.

  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

  Date: 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 Answer

  Date: 10/11/2022

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