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:04/01/2023

  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.

  on December 25, 2022 Motive billing team was suppose to credit our account an amount of $986.70 due to over charging my monthly payments on the account. But for the pass 3 months Motive billing has been charging me without applying the credit like the billing team said they would. I been trying to work something out with Motive but they are unprofessional and just lie to me constantly about my account. I also own my devices but they claim i signed a contract for 8 devices when i only have 4 devices. They are no help at this point i feel like they are just stealing from me. I would like for the billing to team to stop over charging me and credit us the $986.70 to our account.

  Business Response

  Date: 04/22/2023

  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: 04/24/2023

   
  Complaint: 19883740
  
  I am rejecting this response because:
  I have have not received an update on the audit or any form in regards to a resolution.

  
  Sincerely,
  
  ******* San ******

• Initial Complaint

  Date:03/25/2023

  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.

  They charged me ******* for two ELD devices without camera, i call them they told me they will return $2111.00 and charge me $760 for two ELD without camera, after two weeks i never received any refund i call them again, they told me they going to charge me $960.00 for two ELD and refund me $1911.00, it has been a month after that never received any refund, on Friday 03.24.2023 i received e-mail they asking me for bank information in order to send me refund. they used my card to charge me $2800 and now they asking for bank information,

  Business Response

  Date: 03/31/2023

  Hi ****,
  
  We hope you find this in the best of your health!
  
  This is to inform you we have received your request and have started an audit under your company. Once the audit is completed you will be informed with further details. 
  
  Meanwhile, your patience is highly appreciated!
  
  
  Regards,
  
  *****
  ?Motive Support

• Initial Complaint

  Date:03/22/2023

  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.

  03 22 2023 I'm a truck driver who is trying to cancel my ELD service with Motive. But the person I spoke with (*******)tells me I can't cause I have a two-year contract. I asked him to seen me my info where I renewed with Motive.I've yet to hear back. When I signed up with them in 2019 I was told in order to cancel is to return equipment. He never gave me an option to return equipment. He said you have a two year contract that started in 2021 that I never agreed to. All I want is to is return their equipment and to stop charging my account.

  Business Response

  Date: 03/31/2023

  Hi *****,
  
  We hope you find this in the best of your health!
  
  This is to inform you we have received your request and have started an audit under your company. Once the audit is completed you will be informed with further details. 
  
  Meanwhile, your patience is highly appreciated!
  
  
  Regards,
  
  
  *****
  ?Motive Support

• Initial Complaint

  Date:03/18/2023

  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.

  Formerly Keep truckin (Motive) does not want to cancel my contract since my company is going out of business because I had and accident and I cant work and my business is going down. When I purchase eld the person sold me lied about contract and I was told I could walk out whenever I want. I want to cancel my eld service because *** services were not used for about last 3-4 months and they want me to pay out the contract . ***y are also quick to point you to the contract that you signed that does not show information in regard to a cancellation. they want me to pay the entire cost of the contract although my company is out of business. Please be aware before doing business with this company

  Business Response

  Date: 07/31/2023

  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: 07/31/2023

  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:03/14/2023

  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.

  I started using Motive(Keep Trucking) in 2021 when I started my own authority and business was good. Payment were being taken out of my account every 2-3 months. Fast forward to end of 2022, I called them letting them know that I would no longer be able to afford the payments as business has become very slow. Adjustments were made to the account only to cut a few payments as they refused to cancel. This year 2023, I have not been able to make a payment to them, I repeatedly asked for them to cancel as each payment they attempt to take out has been declined. They still refuse, they only want to lower the payment that I still cant make. I expressed my dissatisfaction with them on how they would lock a trucking company into a contract and still demand payment that you cant make due to not working. There has been no resolution as of today 3/14/23, only phone calls asking for the lowered payment amount.

  Business Response

  Date: 03/17/2023

  Hi Crystal,
  
  We hope you find this in the best of your health!
  
  This is to inform you we have received your request and have started an audit under your company. Once the audit is completed you will be informed with further details. 
  
  Meanwhile, your patience is highly appreciated!
  

  
  
  Regards,
  
  *****
  ?Motive Support

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19596530
  
  I am rejecting this response because:Im still being harassed about money that I dont have and the continued attempts at debiting the amount from my card.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 03/26/2023

  Hi Crystal,
  
  We hope you find this in the best of your health!
  
  This is to inform you that we completed our audit and found that $225 were refunded back to your account back in December and removed the Dashcam as well. And you have accepted the terms on 3/9/2023. The team can not proceed with the cancellation at the moment, please if you could update your payment details on your account. We'll really appreciate that.
  

  While we feel certain that the issue is resolved, feel free to reach out to us if you have any questions.

  
  
  Regards,
  
  
  *****
  ?Motive Support

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19596530
  
  I am rejecting this response because: my money was returned back in December because as I stated in the original complaint, work was slow and I could not afford it. When you took the payment out, it was supposed to be stopped per the agreement that was in place for you all to pause my payments from December to March because you wouldnt cancel my payments as requested My payment was returned because your company over-drafted my account! This is why payment was refunded, its not like I was done a favor so please dont try and paint that picture. I will not update my payment info, Im still not working and still cant afford to pay.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:03/09/2023

  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.

  Back in the beginning of 2021 I purchased equipment from keep truckin now known as motive. Was not told I will be locked in a contract even if I'm paying for the equipment (there are plenty of good companies that give equipment free with contract). close to a year later I purchased another set of equipment for another truck I was purchasing. I never actually received the truck so I notified keep truckin not to charge the monthly fee for the 2nd set of equipment until I let them know that I will be actually ready to use. Unfortunately I haven't checked what they were billing me and now a year later I call them with this issue and they say they can't credit me anything and in addition I can't even cancel now because I'm in a contract that renewed automatically in January. I canceled anyway and they charging me the balance for the rest of the year (aprox $700). This is the smaller issue/complaint. the larger issue is, after almost 2 years of using their equipment, we had plenty of times lights and sensors would go on and cost me 1000's of dollars for repairs. Now we figured out that it's this ELD system that caused all this (few weeks that we not using this system, and everything is fine). when we contact them they say they are aware there is an issue with some trucks. Why did they sell me equipment that was damaging my truck and costing me all that money?? they have no answer. Now I canceled the 2nd one too and they want total over $1400 to finish so called contract.

  Business Response

  Date: 03/12/2023

  Hi *******,

  We hope you find this in the best of your health!
  
  
  This is to inform you we have received your request and have started an audit under your company. Once the audit is completed you will be informed with further details. 
  
  
  Meanwhile, your patience is highly appreciated!
  
  
  
  Regards,
  
  
  *****
  

  ?Motive Support

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19563664
  
  I am rejecting this response because:

  i thank you very much for letting me know you will look into this. Issue still stands until actually resolved, which is not resolved yet.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/16/2023

  Hi *******,
  
  We hope you find this in the best of your health!
  
  First of all, I would like to appreciate the attention you have given to the matter and prioritizing this for us. We have reviewed your account and upon investigation and audit, I am glad to inform that we can move forward with removing 1 gateway, as a good will gesture considering the fact that we have you as one valuable customer who invested the in us for so long. You will find the Offer Letter in your email and we would really appreciate if you could check, sign and respond at your earliest, so we can proceed accordingly.
  
  Meanwhile, your patience is highly appreciated!
  
  
  
  Regards,
  
  
  *****
  ?Motive Support

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19563664
  
  I am rejecting this response because:

  unfortunately, I need to reject this response because as mentioned i was told NO CONTRACT (i paid for the equipment) and even if you want to say there was a partial discount on the equipment so you have excuse for the contract, but that contract is expired. how and why would I or should I go into another contract????

  Also, the fact that (even as you guys agreed with us) this is not compatible with my truck and cost me thousands to repair due to the sensors that come on every time I plug the equipment in. Then we go do dealer to change and reset sensors and pull out from dealer and comes back etc.

  At the moment I'm putting aside this issue and just want to cancel all without fees and forget about the whole thing.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/26/2023

  Hi *******,
  
  
  We hope you find this in the best of your health!
  
  
  This is to inform you that we have shared the details with the team and currently working on it. 
  
  
  Meanwhile, your patience is highly appreciated!
  
  
  Regards,
  
  
  *****
  ?Motive Support

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19563664
  
  I am rejecting this response because:

  i appreciate your time put in to this and I hope we get to a satisfactory response /settlement. I just want to repeat and confirm the issues. I was overcharged for the equipment I have. Was charged for 2 when I was actually using only one. I want to cancel and you guys suddenly lock me in to a contract. And because of the damage this equipment was doing to my truck I need to cancel the original equipment too without penalty. 
  also by right I do deserve something towards the thousands that it cost me to repair every time the sensors turned on due to your equipment. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair 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.

  I contacted Motive initially on 3/2/2023 to request to deactivate my account due to no longer operating vehicles requiring this service. Representative assisted me to request cancellation online and stated someone from customer success will be in contact within 7 days. I had to call back on 3/9/2023 after no one contacted me. Spoke with *********************** in Customer success who refused to deactivate my account and states that it cannot be cancelled until renewal term in ****. Asked to speak with Supervisor and ****** refused to allow me to speak with anyone else and stated that is supervisors name is ****** and he does not speak to customers on the phone. Requested a copy of the contract stating that this account could not be deactivated until renewal. I have attached the contract which does not state anything about deactivation.

  Business Response

  Date: 03/09/2023

  Hi *****,
  
  
  We hope you find this in the best of your health!
  
  
  This is to inform you we have received your request and have started an audit under your company. Once the audit is completed you will be informed with further details. 
  
  
  Meanwhile, your patience is highly appreciated!
  
  
  Regards,
  
  
  *****
  
  Motive Support

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19561418
  
  I am rejecting this response because:

  I have made multiple calls and each time I am told someone will be in touch and I have not been contacted by anyone with a resolution. There is no reason I should have to make multiple attempts to deactivate the account so that you can continue to charge my account when I am not using your products. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/12/2023

  Hi *****,

  We hope you find this in the best of your health.

  Your account audit has been completed and we have sent an Offer letter that you can sign. Your account will be closed, and we will make sure that you'll never get contacted.

  
  Regards,

  *****
  Motive Support

  Customer Answer

  Date: 03/15/2023

  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 if this is carried out. If no further charges are made I am satisfied with that resolution. 
  However, I would like to note that when I received a voicemail from ***** and tried to reach out and speak with this person I was assured by your customer success department there is no person by the name of ***** in that office. 
  

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

• Initial Complaint

  Date:03/08/2023

  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.

  I initially had purchased a 3 year contract with 2 ELDs, however shortly after beginning the contract we had to sell one of the trucks and never activated the second device. On 01/07/23, I was charged the renewal of $1017.60 and I called and explained that I had never activated the second ELD and would like a refund, the representative said they would put the request in and I will be receiving an email or call; I never received a call or correspondence and this call was never documented so I called again on 02/16/23 and explained everything once again and the representative told me that I could not receive a refund at which point I reiterated that I had to sell the second truck and as they could see I never activated the second ELD and that I should not have to pay for service that I am not using as I had to sell the truck and that I would be looking to speak with my attorney as this cannot be legal practice. I was sent a Subscription Amendment form which I filled out and they told me that someone would call me in reference to the refund. Once again never received a call or email. I called again on 03/07 and 03/08/23 and was transferred to a manager who told me that the representative that I had spoken to in 02/16 had already explained that no refund is issued as there is a contract for 3 years. I told him so you're telling me that I cannot sell my truck because I still am being forced to pay for a device I have NEVER used and he responded "yes." I even asked if I could cancel the contract since I do not think it's fair that I be forced to pay for something I have never used and he told me that I would still have to pay for the remaining amount of the contract. I feel that this is poor business practice as basically if you are not satisfied with service or do not use service you are forced to pay for it anyway and they state that it's in their contract but I feel scammed because they can prove that I have never used the device and there must be something that can be done. Only support is available, no other superior is available to talk to and I just feel that they are robbing people of their hard earned money. If a business were to have to close or a vehicle sold and no other vehicle purchased why should you be forced to pay for something you are not using. DO NOT USE THIS COMPANY!

  Business Response

  Date: 03/08/2023

  Hi **********,
  
  We hope you find this in the best of your health!
  
  This is to inform you we have received your request and have started an audit under your company. Once the audit is completed you will be informed with further details. 
  
  Meanwhile, your patience is highly appreciated!
  
  
  Regards,
  
  *****

  Motive Support

• Initial Complaint

  Date:03/02/2023

  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.

  Hello, on February 2022 i request services of a ELD device to ******************************************* company, they are a company who's in compliance with the *** regulations for Trucking Industries. I was starting a new company in the **************** and i have to have one of those required ELD so i contacted them and they offered they're services, it was $40 a month and i was receiving free equipment because they had a promotion going on. For at least 9 months everything was correct and true until i had bad moments and my company didn't work out as i expected and decided to be just local and no more interstate, to be local i dont need ELD according to *** Regulations. In January i contacted them over the phone to request cancellation, they said i have to email them. I did email and they said someone will contact me and they never did. Today 03/02/23 i noticed they keep billing me and i call again. Now Keep Trucking say that i have a contract with them for 3 years and the only way to cancel is if i pay the remaining months wich is a total of $960, they never told me i was getting into a contract, they don't want to work with me on a cancellation fee also, i need help to get out of this because of the false advertising they have and also because my company cant keep paying them without using the service since we dont need it anymore.

  Business Response

  Date: 03/05/2023

  Hi *******,
  
  We hope you find this in the best of your health!
  
  This is to inform you we have received your request and have started an audit under your company. Once the audit is completed you will be informed with further details. 
  
  Meanwhile, your patience is highly appreciated!
  
  
  Regards,
  
  *****
  
  Motive Support

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair 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.

  In May 2022 I was researching GPS tracking companies to ************** of trucks mileage. Motive was one company I spoke with, but went with a competitor. The employee at Motive has been calling me relentlessly trying to get me to switch. I have told him repeatedly I am not interested, to stop calling me, and to leave me alone. I have blocked his numbers and he just changes the number and calls me from another line. At this point I am being harassed by this company and would like it to stop.

  Business Response

  Date: 03/05/2023

  Hi ******,
  
  We hope you find this in the best of your health!
  
  This is to inform you we have received your request and have started an audit under your company. Once the audit is completed you will be informed with further details. 
  
  Meanwhile, your patience is highly appreciated!
  
  
  Regards,
  
  *****
  
  Motive Support

  Customer Answer

  Date: 03/05/2023

   
  Complaint: 19525332
  
  I am rejecting this response because: I would like them to stop calling/contacting me all together. An I -house audit does not prevent future contact from this business. I would like in writing that they will no longer contact me under any circumstances 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/12/2023

  Hi ******,

  We hope you find this in the best of your health!
  
  This is to inform you that your account has been closed. You will not be contacted by Motive or any of our associates, we apologize for the inconvenience it might have caused.
  
  We really appreciate your patience and attention you have given to this matter.
  
  

  
  Regards,

  *****

  Motive Support

  Customer Answer

  Date: 03/15/2023

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