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:08/28/2023

  Type:Order 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.

  August of ***************************************************** about $300 for a device and they shipped it to me as requested. And they advised me they gonna charge me $300 at the end of the year which they did. A month ago I contacted them and asked to close down any subscription. **************** wasnt helpful and they immediately charged me $516 and they kept ignoring me. Finally some answered my question and told me that Im in a 5yr conract for a service I didnt signed up for. And said that I need to wait for the contract And keep getting charged . I never signed up for a Contract nether do I have the knowledge to read as ** getting helped by my son.

  Business Response

  Date: 09/01/2023

  Hi *******,

  We hope you find this email in the best of your health!
  
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will share an Order Form with you shortly.
  
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  *******
  Motive Support
  

  
  

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20533815
  
  I am rejecting this response because: that was the correct amount we agreed for the time. I never signed a contract for you as you explained the service over the plone. I would appreciate if you can provide me with any voice of me agreeing on any contract. Please refund me the correct amount. Everything was prepaid and thats all I know about our conversation. 
  thanks 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/28/2023

  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.

  I had purchased the subscription through motive to provide services such as electronic logging, vehicle diagnostic, dash camera, etc, when I first got it I noticed right away that the automatic tracking for the *** wasnt working and I had to manually enter my log times, eventually finding out that I had to get a *** exemption for paper logs, it took them months to finally send me a chord that only partially fixed the issue, sometimes it wouldnt stop when I stopped moving and at first I didnt notice this error and it caused me to get a violation on my logs even though I was really stopped well before I was suppose to. The diagnostic feature never worked along with some other features and even the dash camera had issues accessing, finally I was going to sell my truck and go into trucking for another company so I called to just cancel cause there was no point in continuing to wait for them to fix the issues and I was still paying there monthly fee on time every month, they refused to let me out of there contract continued to auto withdraw payments from my account and then they sent me a bill for $2500 bucks even though there services never worked for my truck, I dont believe its good business practice to force someone to pay when your unable to provide the services you advertised

  Business Response

  Date: 09/01/2023

  Hey there,
  
  We hope you find this email in the best of your health!
  
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will share an Order Form with you shortly.
  
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  *******
  Motive Support
  
  

• Initial Complaint

  Date:08/25/2023

  Type:Order 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.

  *** tried to cancel my contract with this company multiple times. They told me if I had a contract with another carrier. It wouldnt be an issue. However, *** sent multiple emails and made multiple phone calls and when I tried to call this company back the phone number does not go through and they keep playing tag with me, Im being charged every month that they dont allow me to cancel. All I want is out and to not be billed another cycle. Please help me get them out of my life. Id like a refund for the month of August, and to have contract canceled.

  Business Response

  Date: 09/01/2023

  Hi *******,
  
  We hope you find this email in the best of your health!
  
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will share an Order Form with you shortly.
  
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  *******
  Motive Support
  
  

• Initial Complaint

  Date:08/25/2023

  Type:Billing 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 became a customer of ********************** in 2017. In 2023 due to price and abhorrent customer service I decided to use a different service provider. Motive then stated that there were 2 years left on a 3 year contract, in a technical sense this is true but only due to deceptive business practices. The contract which must be signed when the annual bill is paid must be signed. They are contractually permitted by their own fine print to change the start and end date, meaning an agreement signed in 2022 will terminate in **** even though the customer is only paying for the ********* term. In 2023 when the annual bill is paid they change the contract end to ****. This perpetual contract keeps customers locked in for 2 additional years and then Motive employs legal, debt collections, and harassment tactics to either retain the customer in the perpetual cycle or collect the full amount of 2 years service without providing a product.

  Business Response

  Date: 09/01/2023

  Hey there,
  
  We hope you find this email in the best of your health!
  
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will share an Order Form with you shortly.
  
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  *******
  Motive Support

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20523949
  
  I am rejecting this response because: This generic response is unacceptable, they are currently attempting collect 2 YEARS fees through a collection process using an agent and agency for services not rendered. Their customer service repeatedly refused to resolve issues, while simultaneously using sales tactics that were harassing and manipulative. Apparently, from online complaints it's business as usual to engage in these activities and as a long time customer who once recommended their products have now become one of the many abused and harassed. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/05/2023

  Hey there,
  
  We hope you find this email in the best of your health! 
  
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will share an Order Form with you shortly.
  
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  *****
  Motive Support

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20523949
  
  I am rejecting this response because: the issue is not yet resolved. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/17/2023

  Type:Billing 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.

  Regarding a disagreement I have with Motive (formerly Keep Trucking), I am writing this letter. My renewal notification for the 4/20/23 payment failed because the card number on file, according to emails I got on 5/3/2023 and 5/9/2023. I received a call from a Motive person asking about the payment right away. The vehicles I was utilizing for the electronic log devices were totaled, and I informed the Motive Representative that I didn't currently own a truck. Since I didn't know when we would purchase a truck, I told them to call me back. One week later, I received a call and reiterated the same message. We still did not have a vehicle as we were still going through the process with the insurance company and my husband was recovering from the accident. At no time during the phone conversations did the Motive representative indicate we would still be required to make a payment or how to cancel the subscription.Furthermore, the invoice linked to the 5/3/2023 email indicated an issue with the renewal payment and instructed the recipient to contact Motive to correct the card on file. There were no additional instructions on the invoice. Additionally, Motive neglected to send us an email at least 30 or 60 days before the renewal date of 04/20/2023 so that my organization may consider accepting the renewal.`I was contacted by a collection agency in July, who said they were contacting me on behalf of Motive regarding my $600.00 renewal payment. Assuming that the issue had been rectified, I immediately contacted Motive to talk. Motive informed me that my account had been terminated for failure to pay, and that I was responsible for the renewal payment.I would like this matter resolved so it does not affect my company credit or company name.Sincerely,*********************** ******* Trucking LLC

  Business Response

  Date: 08/18/2023

  Hey there,
  
  We hope you find this email in the best of your health! 
  
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will share an Order Form with you shortly.
  
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  *****
  Motive Support

  Customer Answer

  Date: 08/19/2023

   
  Complaint: 20483198
  
  I am rejecting this response because: I am awaiting the response from Motive regarding my complaint. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/28/2023

  Hey there,
  
  We hope you find this email in the best of your health! 
  
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will share an Order Form with you shortly.
  
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  *****
  Motive Support

• Initial Complaint

  Date:08/09/2023

  Type:Billing 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.

  My company RK Distribution LLC purchased gateways, cameras and trackers from Motive for my semi trucks and trailers in 2021. It was a contract for 4 years for monthly payment of ******. I had to call several times about the gateways not working correctly and 2 of the cameras would not hook up to my trucks and they were not helpful in fixing my problem. Also could not figure out how to hook up the trackers and they were not helpful. After 2 years of making the payments I called again and threatened to cancel subscription due to breach of contract. They agreed to take off one year of the 4 year contract and the case number was ********. I should only owe for one year remaining. In May 2023 I called to cancel and pay the remainder of my contract and they said I still owed for 2 years. They never removed the one year. So for breach of contract I stopped making payments. On 8/8/23 I received a letter from a collection agency saying I owe for 2 years of the contract.

  Business Response

  Date: 08/15/2023

  Hey there,
  
  We hope you find this email in the best of your health! 
  
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will share an Order Form with you shortly.
  
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  *****
  Motive Support

• Initial Complaint

  Date:08/08/2023

  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.

  Am with forward freight llc I been with keep trucking for 4 years my company shut down due to poor freight market I inform motive by email I was still charge for 3 month continues I tried to communicate with them no respond however I blocked my credit card after few month I received letter saying I own them ****************************************************************************************************************************************************** I have 5 carriers having same issue this crazy never have seen something like this

  Business Response

  Date: 08/10/2023

  Hey,
  
  We hope you find this email in the best of your health!
  
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will share an Order Form with you shortly.
  
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  *****
  Motive Support

• Initial Complaint

  Date:08/07/2023

  Type:Order 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 company signed a contract with Motive in January 2023. Due to a death in the family we explained motive that we missed two payments and our credit card expired in March 2023. Due to two missed payments Motive decided to cancel the contract on us and is asking us to pay them $2500.00 for 4 years contract. We explained them the situation and told them we are willing to pay the $2500.00 in advance as long as they reactivate our contract. However Motive continues to disagree. In the contract it says that if the customer cancels the contract on their own prior to expiry of contract then they can ask us to pay in full however we never cancelled the contract. We just missed 2 payments which we explained them and sent them proof that my credit card was expired however they refused and sent our account to collections. The collections **** is asking us to pay them $2500.00 for a service we did not even get to use. I have tried speaking to the manager multiple times and they keep saying sorry we have sent your account to collections. How is this business charging the customer full term amount without giving the customer the service to use they are asking us to pay them in full and they dont want to restore the service. I have never seen any business demanding money in full for the contract if you miss two payments usually the service is interrupted but it is never cancelled and sent to collections demanding to be paid in full. Especially when customer is explaining the situation and telling them we are willing to keep the contract and pay in full, and asking service to be restored they refuse. This is not a good business practice they cannot demand us to pay in full and in return not restore the service if we signed a contract for 4 years we are entitled to have the service. They cancelled the contract I have never signed any contract to be cancelled.In their contract it says if client cancels, however I never cancelled the contract. They cancelled my contract and sent it to collections without even discussing the matter with us. I have asked them multiple times to explain me where in the contract it says that Motive is allowed to collect full term payment and cancel clients contract and demand payment in full. None of the managers were able to show me where that is written in contract. They kept emailing the contract I signed over and over again. When I spoke to them on the phone one representative said if you miss a payment we can restore the service if you make the payment. When I speak to the manager they say something else. This company is a fraud they say something when they try to sell the product afterwards they dont care. Our account has been sent to collections now, and we need a settlement on this. It is unfair for us to pay a 4 years contract when we dont even get to use the service. I have never seen any business do that for missing a payment. Please look into this matter for us.

  Business Response

  Date: 08/10/2023

  Hey *********,
  
  We hope you find this email in the best of your health!
  
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will share an Order Form with you shortly.
  
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  *****
  Motive Support

  Customer Answer

  Date: 08/10/2023

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

• Initial Complaint

  Date:07/31/2023

  Type:Billing 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.

  Motive formerly known as Keep Truckin is an ELD (Electric Logging Device) for compliance for Own-operator Tractor Trailer drivers. I had a company M&J Brown Trucking, LLC and used the service. I am no longer in business under my own authority, Which I haven't been for the past 4-5 months and have contacted Motive on several occasions to have service cancelled. They stated they are not able to cancel service until the contract expires in January ****. The services are billed every 3 months in advance, $128.40. They can clearly see there has not been any long on activity from me. I should not continue to be billed for a pre-paid service I am not using. Had it been no funds on the card on file for them to draw off, the service would be cancelled. With that being said, why am I continuing to be billed for a pre-paid service that I am not using. I had intentions of cancelling the card they have on file, time just slipped by. But I should not have to cancel it. I should be able to cancel this pre-paid service. At this point two transaction has been deducted from my account for $128.40, the 1st one I did let go after trying to cancel service. This is unacceptable practices that Motive is doing, and I will be calling my bank once the transaction has been posted to account to file a dispute.

  Business Response

  Date: 08/01/2023

  Hey *****,
  
  We hope you find this email in the best of your health!
  
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will share an Order Form with you shortly.
  
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  *******
  Motive Support

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20401644
  
  I am rejecting this response because: Please explain to me what the audit consists of and what is an Order Form.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/03/2023

  Hey there,
  
  We hope you find this email in the best of your health! 
  
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will share an Order Form with you shortly.
  
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  *****
  Motive Support

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20401644
  
  I am rejecting this response because: I am rejecting this response because: Please explain to me what the audit consists of and what is an Order Form.
  Sincerely,
  
  *********************

  Business Response

  Date: 08/08/2023

  Hey there,
  
  We hope you find this email in the best of your health! 
  
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will share an Order Form with you shortly.
  
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  *****
  Motive Support

• Initial Complaint

  Date:07/26/2023

  Type:Order 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.

  May 2nd, 2023 I was deceived by Motive to get me signed a contract. They have sent me to the collection agencies. Even though I want them to cancel the contract and their EDL equipment was never activated.

  Business Response

  Date: 07/28/2023

  Hey there,
  
  We hope you find this email in the best of your health! 
  
  This is to inform you that we have shared your details with our concerned team for an audit. Once they complete the audit according to your request, they will share an Order Form with you shortly.
  
  Meanwhile, your patience is highly appreciated!
  
  Regards,
  *****
  Motive Support