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Business Profile

Electronic Logging Devices

Motive

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Logging Devices.

Important information

  • Customer Complaint:
    BBB's file for Motive opened in April 2018. A review of complaints was completed in April 2025. Complaints on file state concerns issues with billing and cancellation. 

    BBB encourages potential clients to review their Terms of Service with special attention to the following:

    6.3 Additional Terms for Financed Equipment
    7.1 Fees
    8.2 Termination for Cause
    8.3 Customer Early Termination
    13.10 Force Majeure

Complaints

Customer Complaints Summary

  • 240 total complaints in the last 3 years.
  • 62 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/14/2022

    Type:Customer Service 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.
    Last year in Sept 2021 I spoke with a sales agent by the names of **** from Keep truckin asking to purchase a ***(Electronic login Device).The staff helped me through the process on phone and i paid up all the dues required to send me the devise. The sales agent gave me two options on payments. I pay 25dollars but without diagnosis tool on my device and the second option is to pay 40 dollars per month but with diagnosis tools. He went on to let me know that if I feel like the 40 dollars is too much, I can switch back to 25 dollars these payments can be collected quarterly than monthly. Now last month my box truck could not make profits and was breaking down all times, I decided to stop the business by cancelling my account with Kepptruckin and now called Motive save. The sales agent then told me that i made with them a contract of 36months and therefore, I will continue to pay even if the business of box trucking was stopped and the *** not in use anymore. The form which was sent to me claiming that I signed was them depicting my signature and using it on the contract form. Never have i ever discussed anything concerning contracts.

    Business Response

    Date: 09/19/2022

    Hey *******,

     

    I hope this emails fids you in the best of your health! 

     

    This is to inform you that we have send you an Order Form for cancellation. Please sign it and send it back so the concerned team can process the cancellation. 

     

    Waiting for you to respond! 

     

    Regards,

    Mark

    Motive Support

    Customer Answer

    Date: 09/20/2022

    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:09/14/2022

    Type:Customer Service 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.
    Last year around end of september I referred a business to them as they give referrals for that. I checked my ambassador website through which you view the referral and I am to recevie a 150 dollar referral. I never received it even though the ambassador website says paid. I contacted the company on different occasions and was transferred to different departments and was told someone would call me and no one did. And called again and same thing no response. I ended up getting so frustrated with the back and forth and not getting the answer that I gave up and told myself that maybe in may when my plan gets its yearly charge they might minus the 150 from it as I didnt know how the referal is paid out and nor did anyone on the phone. The referal wasnt taken out of my annual charge so I called again and was trasnferred yet again and spoke to ******. ****** told me I was supposed to receive payment via email and told me to check my email but I reminded him there is nothing in my email. He said he would email some department and they would get back to me. No one got back to me as the first time. I called him back and he asked if I got an email and I said no and he sent it again and assured me someone would get back to me. no answer. called him again and asked about an email I said no and was told someone will definitely get back to me. no one did. He said he is trying to get a response and gave me the company number to call and ask because he is awaiting a reply. when I called the number and realized it was the regular number to a department who told me I had to speak to ******* department so now I am back at square one. I called him very upset and told him to cancel my account because I shouldnt have to be doing any of this.

    Business Response

    Date: 09/15/2022

    Hello *****,

    I hope this email finds you in the best of your health!

    We apologize for this inconvenience, may we please have the *** # of the company that you referred. So the concerned team can do an audit and help you with your issues. 

    Waiting for you to respond!

    Regards,
    Mark
    Motive Support!

    Customer Answer

    Date: 09/15/2022

    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,

    **************************

    my company name is ***** logistics llc and my dot number is ******* and the company I referred is djay roadrunner llc which their dot number is 3724962.

    Customer Answer

    Date: 09/20/2022

     
    Complaint: 18023748

    I am rejecting this response because:they have requested the dot number for the business I referred which is 3724961. 

    Sincerely,

    **************************

    Business Response

    Date: 10/04/2022

    Hey *****, 

    Hope you are doing great! 

    This is to inform you that the credit has been added. It will be adjusted in the upcoming invoice as the refund has been added. 

    Thank You!

    Regards,
    Mark
    Motive Support

    Customer Answer

    Date: 10/04/2022

     
    Complaint: 18023748

    I am rejecting this response because:I have to wait another eight months for my renewal to receive a credit I should have received 12 months ago? I did my part now please do yours. ******  told me the commission is a gift card that I could use anywhere not a credit. I was expecting my commission paid now not later. Please fix this. 

    Sincerely,

    **************************
  • Initial Complaint

    Date:09/11/2022

    Type:Customer Service 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.
    Keep Trucking, which now calls itself Motive has failed to provide me with 3 new business referral credits of $150.00 for each referral that has signed up with them. Since I have a second premium to pay with Keep Trucking or Motive for an additional $636.60, they had advised they would take off the $450.00 so I would only need to pay ******; that has yet to occur.

    Business Response

    Date: 09/12/2022

    Hi *****, 

    Hope this email finds you in good health.

    We sincere apologies for the inconvenience this may have caused, however we've have taken notice of your concern and have forwarded the request over to the concerned team for further processing and we'll be updating shortly.

    Meanwhile, your patience and cooperation is highly appreciated.

    Regards 

    Larry 

    Motive Support 

  • Initial Complaint

    Date:09/06/2022

    Type:Customer Service 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.
    Name of Busisness: JAB ENTERPRISE GROUP LLC Account : KT1093290 First date of service cancelation request: 07/14/2022 Second date of service cancelation request: 09/06/2022 **************** MOTIVE (FORMER KEEPTRUCKING)Good afternoon on July 14 2022 I request an electronic service to be cancellated, once that my company is been inactive for more than 2 months, the original contract that I have with the company Keeptrucking was for 24 months, after that the service could be cancellated at anytime, but the company change the name and now that I am trying to cancellated the service, they are not allowing me to do that, they did try to send a contract to be sigh by me instead cancel the service, I did not sign and decide to write for BBB.org, once the business is not been honest with me, my company is going through very hard time, because we need to fix our only semi truck fee months ago and the service was delay for months, what make us to shutdown the company, we pay for the electronic service since 04/2022 without use, now that we are trying to cancel the service, they are trying to make us to sign a new contract instead, the allegation they are using is that they have a automatic renew police for another 12 months, but when we request the service from Keeptrucking they never send copy of the contract to us...Thanks in advance ********************* JAB ENTERPRISE GROUP, LLC

    Business Response

    Date: 09/07/2022

    Hi ****,

     

    I hope this email finds you in the best of your health!

     

    This is to inform you that we have shared your details with the relevant team for auditing. Once they are done with auditing you will be notified and will be informed on the next steps that needs to be taken care of. 

     

    Meanwhile, your patience is highly appreciated!

     

    Regards,

    Mark

    Motive Support

    Customer Answer

    Date: 09/07/2022

     
    Complaint: 17925485

    I am rejecting this response because:
      They are calling me and trying to force me to sigh a new contract with them, I already told them that I will not sigh a new contract, I am sending a copy of the papers that they sent me to sigh electronic, they are saying that just after I sigh this papers that they can cancel my service...

    Thanks in advance,


    *********************

    Business Response

    Date: 09/14/2022

    Hi ****,

     

    I hope you find this email in the best of your health!

     

    This is to inform you that we got your signed cancellation document and your account has been cancelled with Motive. We have removed your subscription and cancelled the services. 

     

    Thank You.

     

    Regards.

    Mark

    Motive Support

    Customer Answer

    Date: 09/20/2022

    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:08/31/2022

    Type:Billing 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.
    They are harassing me with phone calls and emails to pay for the monthly subscription whereas I have filled everthing to deactivate my account.Its been 2 months they are harassing me every single day.

    Business Response

    Date: 09/01/2022

    Hi *******,

    I hope this emails finds you in the best of your health! 

    This is to inform you that we have forwarded your request to the relevant department for auditing. Once we have an update from the team we will get back to you or you may receive an order form. 

    In the meantime, your patience is highly appreciated!

    Regards,
    Mark
    Motive Support

    Customer Answer

    Date: 09/01/2022

    Better Business Bureau:

    Waiting for them to response back to me soon.

     

    Sincerely,

    *****************************

  • Initial Complaint

    Date:08/29/2022

    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 we are using eld service ,dash cams .trailer trackers from motive formely keeptruckin . on June 21 2022 one of keeptrukin employee signed docusign on his own and upgrade our account from pro plan to enterprise plan. total upgrade is $6619.62 we were not aware about this so we reached them when we saw payments deducted from our account and then we got response from them after 30days to call accounting to check . once we call them they told us that there is an upgrade on account and now they are charging us extra $200 per month by doing this fraud . we never recieved any email from docusign to sign any upgrades.

    Business Response

    Date: 08/30/2022

    Hi *******,

    Hope this email finds you in good health

    We sincerely apologize for the inconvenience caused, however we've have taken notice of your concern and have forwarded the request over to the relevant team for further processing and we'll be updating you shortly.

    Meanwhile, your patience and cooperation is highly appreciated.

    Regards

    *********************

    Motive Support 

  • Initial Complaint

    Date:08/29/2022

    Type:Customer Service 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 am the owner of ****** ************* that was formed out of my 401k pension funds. I asked my dad to find me several eld providers. to see if they fits my needs. Apparently, ****** used a pretense to solicit my father's approval to purchase their equipment. I have contacted Motive several times trying to get this resolved. I even sent them paperwork with my EIN and ownership of my company. I did not ordered ************** or gave permission for this to take place. I have provided a couple of exchanges and responses with them. I did not sign any contract or gave permission for a contract to be signed on my behalf. As you will see, they promised to address the issue but never did. I provided a lot of time for them to address the issue as of this date, I have not heard from them. I, ************************* and owner of ****** *************, would like to cancel and to receive back all money taken out of my bank account.

    Business Response

    Date: 08/30/2022

    Hey *******,

    I hope this email finds you in the best of your health! 

    This email is in regards to your request submitted about cancellation and refund. This is to inform you that I have forwarded your details to the relevant team to look and resolve the issue. They might send you and order form which you have to sign but once we have an update we will inform you on this. 

    In the meantime your patience is highly appreciated!

    Regards,
    Mark
    Motive Support!

    Customer Answer

    Date: 08/31/2022

     
    Complaint: 17778615

    I am rejecting this response because: I have personally tried to resolve this for the last two months or more. They said the same thing two months ago as being said now, be patience that they will try to resolve this. But in the meantime, they keep withdrawing payments from my bank account. They even said that they would not withdraw August payment which they did. Plus, they are tying my hands to investigate other ELD providers for comparison. Knowing this, they immediately put in action to obtain their service without my permission. If it can not be addressed and handled as I stated, please let me know if there is a government agency to turn to. Since it a federal law to have an ELSD device in commercial trucks, I believe there is a government agency of oversight. Patience to them is kicking it down the road where it is no longer addressed. Like I said, we tried that.

    Sincerely,

    *************************

    Business Response

    Date: 09/05/2022

    Hi *******,

    I hope this emails finds you in the best of your health!

    This is to inform you that we have done Audit and found that we might have called you but we never force the customer to purchase the equipment. Also the account have *** recorded logs which means the *** devices have been used. Unfortunately, we wont be able to refund but might cancel if you send us the equipment back.

    Waiting for you to respond!

    Regards,
    Mark
    Motive Support

    Customer Answer

    Date: 09/07/2022

    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 degree. Just to note, *********************** my dad is not the owner of my business. As I expect, Motive, Keepontruckin, piece milled the response. What I mean by that is, they first sent a review and sign document with a statement "to close the account." When it was questioned about a zero balance, they decided to add that in a email not added to the resolution. They added after my father signed that agreement to close the account with zero balance. Then, they put in the resolution statement of BBB about the equipment and no refund. They never mentioned this before the signature. They say that their sales are not forced. Although, it's not arm twisting but they use vague statement's to complete agreement. I will see that they get their equipment. They are already setting up a grievance about the equipment stating it's been "used." I state before. *********************** has no permission to enter into agreement for ****** ************* without my approval. I just want to move on to try to get my business going. I am learning that there are a lot of "Slick Rich" out there for new up starts to try to take advantage unaware new owners.  Take note I will be forwarding all of my notes and emails to FTC for their information. 

    Sincerely,

    *************************
  • Initial Complaint

    Date:08/29/2022

    Type:Customer Service 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.
    Hello,Upon obtainingmy motor carrier authority from the ***** in November of 2021, I reached out to, then KeepTruckin, now Motive, to obtain an ***. I liked the services, and the *** device they were offering, and I didnt contact anyone else! I was excited to begin my new trucking adventure. I was actively looking for a 26ft box truck to begin operation immediately so I went ahead with the *** even though I didnt have a truck. Given the supply demand issues we were experiencing at the time, I waited a few weeks for the device to arrive. The device arrived towards the end of December 2021 (which I've never installed or used) and I was still looking for a truck. 2022 came and I was still without a truck. At that point I was paying the monthly fee. I called KeepTruckin to request a pauseon my payments since I wasn't using the service because I didn't have a truck. They made some arrangementsbut it didn't go as planned in the beginning. After multiple calls to customerservice, and a few emails to the legal department, they were finally able to work out a plan to pause the payments while l continued to look for a truck. I was thankful for that. Unfortunately, as of June 2022, I had to revoke my motor carrier authority with the ***** and I will no longer be trucking. I called my representativeat Motive who was handling the case multiple times to discuss the situation in July and August 2022 but I was unable to make contact. I've also emailed the legal department in July 2022, and earlier this month but I've gotten no reply. It's now the end of August 2022, and my payments are set to continue in September 2022. I emailed the legal department to inform them that I've revoked my motor carrier authority and to also ask them what can be done regarding my contract since I'll no longer be trucking. I would simply like to return the *** and cancel the contract since I've revoked my motor carrier authority and I'll no longer be trucking.Thanks for looking into this!

    Business Response

    Date: 08/30/2022

    Hi Kwame, 

    Hope this email finds you in good health.

    We sincerely apologize for the inconvenience caused, however we've have taken notice of your concern and have forwarded the request over to the Concerned team for further processing and we'll be updating you shortly.

    Meanwhile, your patience and cooperation is highly appreciated.

    Regards

    *********************

    Motive Support 

    Customer Answer

    Date: 08/30/2022

    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:08/25/2022

    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.
    08/08/2022 entered into a subscription with motive keeptruckin for a electronic logging device. Paid $182.25 through credit card. When the equipment arrived i contacted motive through email and phone to cancel the subscription and send a return address that I could send the eld back to. Motive refuses to do anything and refuses to cancel the subscription and continues to bill me quarterly. The service was never used or activated. I would like motive to refund the $181.25 and to stop billing me. Acct# *********

    Business Response

    Date: 08/29/2022

    Hi *******

    Hope this email finds you in good health. We sincerely apologize for the inconvenience caused, however we've have taken notice of your concern and have forwarded the request over to the relevant

    team for further Processing and we'll be updating shortly. Meanwhile, your patience and cooperation is highly appreciated.

     

    Regards 

    ************

    Motive Support 

    Customer Answer

    Date: 08/30/2022

     
    Complaint: 17769959

    I am rejecting this response because: They have yet to resolve the issue.

    Sincerely,

    *****************************

    Business Response

    Date: 09/05/2022

    Hi *******,

    I hope this email finds you in the best of your health!

    This email is in regard to your request submitted on Better Business Bureau under Complaint ***********. As confirmed by the Concerned team, We have sent you Cancellation form on your email. Once the Form is signed we will be processing your cancellation request. 

    Waiting for your response on that form!

    Regards, 

    **********;

    Motive Support 

    Customer Answer

    Date: 09/06/2022

     
    Complaint: 17769959

    I am rejecting this response because: I completed the cancelation form on 08/22/2022 through the link: https://app.brightback.com/session/qxSWcqH9DS5lOor

    Case # 05801709

    I also signed and sent another form that motive requested on 09/01/2022.

    Ive returned the eld as requested by motive. Tracking # ********************** which shows it was delivered to motive on 09/06/2022.


    Sincerely,

    *****************************

    Business Response

    Date: 09/12/2022

    Hi *************** 

    We hope this email finds you well. 

    This email is in reference to your Better Business Bureau Complaint ID :  ********. As per the updates from the concerned team. The DocuSign form sent on 09/01/2022 by *************************** has been signed by you that cancelled the contract and a refund request has been processed as per your request. We hope this serves the purpose of your request. Please advise if there is anything else we can assist you with. 

    Should you have any concerns please feel free to reach out to us by replying to this email or calling our 24/7 support helpline *************

    Regards, 

    *********************;

    Motive Support

    Customer Answer

    Date: 09/13/2022

    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:08/17/2022

    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 July 7th ************************************************************************************************************* was a quote and was told by the salesman that I could cancel the subscription anytime I wanted and that it was a month to month payment but was surprised to see that they charged me for 3 months without consulting me but my biggest issue is that Im forced to rvoqu my authority before even starting to work, when I reached out to the company to cancel the subscription they told me to pay the rest of the *********************************************************************************************************************** the original package. I feel cheated and scammed by this company they lied to me and mislead me, these type of behaviors should be punished by law FRAUDULENT people.

    Business Response

    Date: 08/19/2022

    Hi Rachid,

    I hope this email finds you in the best of your health!

    This is to inform you that I have shared your details with the relevant team for auditing. Once we get an update from them we will respond to you directly or you will get an Order Form in your registered email. 

    In the meantime your patience is highly appreciated!

    Regards,
    ****
    Motive Support

    Customer Answer

    Date: 08/22/2022

    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,

    *************************

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