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:01/22/2025

  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 went online and ordered the carplaybox pro and backup camera on January 9, 2025 for my grandson for his birthday. I thought it was a legit company and purchase from the reviews on their website. They charged my card immediately, gave me a tracking number which does not link to any tracking company, just keeps saying in transit since January 13. I want to cancel this order, I have tried to get a response or update and have received nothing. They have no phone number listed for contact, just email. I no longer want this item from that company. I had 14 days per their website to cancel, I want this cancelled and a full refund to my credit card immediately.

  Customer Answer

  Date: 01/23/2025

  The Company did email me yesterday and advised that they will issue a full refund, however, I have not received it yet.  Once I do, I will get back to you regarding same.  Thank you for your prompt attention to this matter.

  Business Response

  Date: 02/11/2025

  We sincerely apologize for any inconvenience caused during this customers order experience. We take all customer concerns seriously and strive to provide the best possible service.
  
  Upon reviewing this case, we see that the customer placed an order for a ******************** Pro and Backup Camera on January 9, 2025. The order was processed and shipped promptly, and a tracking number was provided. While shipping carriers sometimes experience delays, we completely understand the frustration of extended transit times.
  
  Despite the order already being in transit, we agreed to issue a full refund as a goodwill gesture. However, before our refund could be completed, the customer initiated a chargeback with their bank. The chargeback was ultimately resolved in the customers favor, meaning the funds were deducted from our account and returned to the customer.
  
  At this point, the customer has already received their refund through the chargeback process. We kindly ask the BBB to review the attached screenshots as proof of the refund resolution.
  
  Thank you for your time and consideration.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22842126
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 2/12/2025 5:11:04 AM
  

  I spoke with ***** (my credit card company) yesterday regarding this matter.  ***** did refund my card when I initiated the dispute as they ruled in my favor on the dispute.  However, they did that so I would not have to have further communication with the company.  Then they proceeded to attempt to get the funds back from the company.  To date as of yesterday, ***** has not received a refund and/or communication from the CarPlayBox company.  That is why I have not closed this dispute as the company keeps emailing me telling me that they have had the funds taken from their account, and my credit card company has not received anything from them. 

  I do not want the item from CarPlayBox, it did finally arrive after I had disputed, and I have not opened it or anything.  The company can issue a return label and I will gladly return the item to them.  But their website indicated the customer has to pay return shipping costs to ***** and that is one of the reasons I disputed to avoid.  Following that situation with them, I ordered from a reputable company, received it in a very timely fashion, and have already had it professionally installed by an established vehicle service facility.

  Therefore, I did not mark this matter resolved since they have not refunded Chase.   Please let me know what else you need from me, if I need to close this, I will, however, I did not because the company has not refunded Chase.  Thank you for your assistance with this matter.

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

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

  Business Response

  Date: 02/22/2025

  Dear BBB,
  
  I am writing to formally respond to the complaint submitted by *** *********
  regarding their transaction with CarPlayBox. 
  
  The customer placed an order on 9 January 2025 for the order number #*****.
  
  The order was processed and shipped on 10 January 2025 with tracking number WS15281644860154123DL.
  
  The customer requested a refund on 22 January, claiming lacking updates on the tracking information.
  
  We have always responded to her inquiries and provided assistance promptly. While she did not specifically request an update, we did continue to monitor and update her order status. You can verify the tracking number, which shows progress during transit. Additionally, when we received her refund request, we agreed to process the refund without requiring a return. She accepted the resolution and agreed to close the complaint case once the refund was issued.
  
  The customer proceeded to file a chargeback with their financial institution on resulting in a reversal of funds in their favor.
  
  We provided evidence to the payment processor, but the chargeback was upheld, meaning the customer has already received a refund through their financial institution.
  
  The customer has already received a refund through the chargeback process. This means we no longer have control over the funds, and any further refund request would result in an unjustified financial loss for our business.
  
  Our refund policy is clearly outlined on our website and agreed upon at the time of purchase. The customer was informed of the process and conditions in multiple communications.
  
  We acted in good faith to resolve the issue within our policies and even extended accommodations beyond our standard procedure.
  
  Given that the chargeback was approved by their bank, the customers claim that they did not receive a refund is inaccurate.
  
  We respectfully request that the BBB review our response and consider this case resolved. We have followed our policies, provided appropriate customer service, and ensured compliance with financial regulations.
  
  Please let us know if further documentation or clarification is needed. We appreciate your time and consideration in reviewing this matter.
  
  Best Regards

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22842126
  
  I am rejecting this response because I have attached the documentation above to support that my credit card company issued me a refund, but the merchant has not issued payment to Chase.  That is what I am being told by *****.  I am following the lead of my credit card company.
  
  Sincerely,
  
  *** *********

  Business Response

  Date: 02/25/2025

  
  First and foremost, we want to emphasize that we have fully upheld our commitment to the customer, ensuring a smooth and fair resolution. As per our records, we processed the refund directly to the original payment method, as promised. We have attached supporting screenshots showing the successful transaction.
  
  However, it appears that ***** has informed the customer that they issued the refund on our behalf, which is incorrect. We had already completed the refund directly to the customers payment method. This suggests that there may be a misunderstanding or internal processing error on Chases side, leading to confusion. Unfortunately, this situation has resulted in an unjustified complaint against our company when we have done everything correctly and in good faith.
  
  Additionally, we provided all available tracking details from the carriers and responded to every email from the customer without rejecting any request. At all times, we have acted transparently and in the customers best interest.

  It is unfortunate that despite our diligence, this situation escalated into a formal complaint. We kindly request that this matter be reviewed with consideration of the attached evidence, as our company has done nothing wrong. If needed, we encourage ***** to verify the transaction on their end to resolve any misinformation provided to the customer.
  
  Thank you for your time and understanding. We remain committed to excellent customer service and appreciate the opportunity to clarify this situation.

  
  

• Initial Complaint

  Date:10/04/2024

  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.

  CarPlaybox is 100% a scam company. I ordered a unit and it doesn't even look like what is advertised on the box. This company told me the same as above, that I would be able to return with paying return shipping and paying a 15% restocking fee. My credit card company told me to file an *** complaint because this is a scam company and they've heard of this exact issue before. The company offered me a 20% refund if I just shut up and keep the product. I asked for 50% and we will see what happens but honestly I need an entire refund. This is a scam company, they take your money and they refuse to reimburse you the entire 100% no matter what. The box doesn't connect to your Bluetooth nor does it look like an actual CarPlay. I got bamboozled and am out $140... please don't do the same.

  Customer Answer

  Date: 10/07/2024

  This company offered me a full refund and this complaint is now closed. 

• Initial Complaint

  Date:07/05/2024

  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 ordered the CarPlayBox device. I recieved it and installed it on June 14, 2024. On July 2, 2024 I was adjusting the device before my drive, and it snapped right off of the base. There was no way to reattach it due to the way it is made, so I reached out to customer support and the person I spoke with simply said to order a replacement kit. The replacement kit does not disclose what is included. I was just told to purchase it. I purchased this, and then emailed my address and confirmation as requested, and the customer service rep did not tell me what is included after I asked. I also inquired about the rear view camera that stopped working as well. The rep told me it was all user error and there is nothing to do on their end. I had this product less than a month, I spent almost $300, and it's broken. I ordered a mystery replacement parts kit because I was led to believe I could fix the product, but there isn't a way to do that without replacing the product in its entirety. This was deceptive. I would like a refund if $277, and a new product sent to me. This has been a lot of work and money spent on my end that should not have happened.

  Customer Answer

  Date: 07/08/2024

  The company asked me multiple times starting 7/5/2024 to take down my complaint for a refund. I told them I would not do that until I recieved a full refund. The sent a partial refund and asked me, again, to take down the compliant. I told them, again, that I would only do so with a full refund. The just sent the remaining refund today 7/8/2024. Now that I have received all of my money back, I will consider this settled. 

• Initial Complaint

  Date:02/16/2024

  Type:Delivery 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 filing this complaint because I ordered an item (item#*****) from CarPlayBox and when I received the item it was defective in that the stand does not lock securely into the product thus causing it to continuously fall out. I have emailed the company for a replacement or full refund to no avail. This has been a horrible experience and I would like to either get a nondefective product or they send a shipping label to get it back and I get my full amount paid back. Please help. Thank you!*********************** Here is what they emailed me:Pack the Item: Ensure that the CarPlayBox is packaged securely in its original packaging with all accessories included.Label the Package: Address the package to our ***** warehouse at: East ****************** 5, ***************************** *************************************************************************************************************, ****** Shipping Costs: Please be aware that the cost of shipping for the return will be your responsibility, as mentioned on our website (policies page).Notify Us: Once you have shipped the package, please reply to this email with the tracking number so we can monitor the return.We can issue your refund, after the refund eligibility is confirmed by the technical department investigation process.Before you proceed, I want to offer an alternative option that *** be more beneficial for you. Were happy to let you keep the item (***be it comes in handy one day, ***be it can be gifted), in order to help you avoid long waiting period and paying the hefty shipping fees and %15 restocking fee which is also mentioned in policy, and well still instantly refund you 20% of what you paid.oal.If you'd like to take advantage of this offer, please let me know. Otherwise, you *** proceed with the return as instructed, and we'll process the full refund once the item is received and inspected.Best *************************************** Representative ******************** Team

  Customer Answer

  Date: 02/16/2024

  I have called the number listed over 10 times and they do not answer. *** left several voice messages and emails. I just need what they promised. These are more pictures showing the stand doesnt lock into place. Thank you!

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

  Customer Answer

  Date: 02/17/2024

  I just received an email from CarPlayBox saying if I close this complaint they will issue me a full refund without me having to send the defective item overseas at a cost to me. I have attached a screenshot of the email and hope they are going to do what they say. Thank you for your help.

   

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

  Customer Answer

  Date: 02/19/2024

  Hello I would like to close this complaint as of today February 17, ****, Carplaybox has given me a full refund and asked that the complaint now be closed. They have also insured me that I do not have to send the defective item back. At this time I am satisfied with their response. 
  please close the complaint and let me know if additional information is needed. Thank you for your time.

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

• Initial Complaint

  Date:02/12/2024

  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.

  12 JANUARY ****, PURCHASED THE **** AND WHEN I RECIEVED THE **** IT DID NOT WORK, I TRIED REACHING OUT TO THE COMPANY ABOUT HOW TO RETURN THE ****, ALL I GET IN REPLY IS TO GIVE THEM THE ***** NUMBER SO THEY CAN TRACT THE ****. I ALSO REACHED OUT TO MY BANK AND THEY WILL NOT LET ME DISPUTE THE CHARGES, ACCORDING TO THE WEBSITE THEIR WOULD BE NOT REFUND OR RETURNS AFTER 14 DAYS OF PURCHASED, IT TOOK 16 DAYS TO RECIEVE THE ****. SO I AM OUT OF THE MONEY I SPENT ON THE ****.

  Customer Answer

  Date: 02/15/2024

  I BEEN COMMUNICATING WITH THE MERCHANT AND THEY ARE ASKING ME TO CLOSED TO CASE SO THEY CAN ISSUE ME A FULL REFUND

  Customer Answer

  Date: 02/19/2024

  THE MERCHANT HAS REACHED OUT TO ME ASKING TO CANCEL THIS COMPALINT AND I NEED PROOF OF THAT TO SEND THEM SO THEY WILL ISSUE A FULL REFUND, WHAT IS THE NEXT STEPS FOR THIS TO BE RESOLVED

• Initial Complaint

  Date:01/03/2024

  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.

  I ordered a CarPlay Box form this company, CarPlay Box, whose website states they are in *******, **. The item was to arrive at my home between December *****, 2023. It arrived at my home 12/29/2023. I checked with the company in ******* about returning the item as it was a gift and I had replaced with a different item. They stated via email that I could return it to *****, which would cost more than the CarPlay Box and also pay a 15% restocking fee. My other options were to regift it, or to keep it and they would refund me 15%, ~$18. This company is extremely dishonest and had I know I was buying directly from ***** without any options for returns, I would not have bought the product. I researched this product and it had good reviews and there were no bad reviews about the company.The accessories needed to use CarPlay box also were not as advertised and we are not sure it will work in our car. I was unaware of that at the time I inquired about returning, because we had not opened the box. I would appreciate a review of this company and hopefully they will not be able to scam any other unsuspecting consumers.

  Business Response

  Date: 01/16/2024

  Dear *******,
  
  I am *****, the Operations Manager of CarPlayBox. First and foremost, I would like to wish you and your family a happy and loving New Year.
  
  I sincerely apologize on behalf of all our staff and our company if we have failed to meet your expectations. Please believe that our sole concern is customer satisfaction, as we are well aware that long-term success and quality are rooted in this. As an avid online shopper myself, I fully understand your frustration and disappointment. However, I must respectfully disagree with some aspects of your statement and allow me to explain.
  
  We are not a ******* company; we are based in *******, with our official office in *******. Like many global corporations (such as Apple), we design our products in ***************** and manufacture them in *****, shipping them directly from our factory there. There is no "scam" involved; we conduct nothing "secretly or illicitly," as all this information has always been available on our website: ********************************************************
  
  Please ensure that you read all relevant sections on the website before making a "*****" purchase in the future, as your complaint, which contains "incomplete/insufficient allegations," has deeply saddened us and undoubtedly harmed our company's credibility.
  
  Furthermore, our customer service representative corresponded with you in real-time, striving to resolve your issue. You must appreciate that we left no stone unturned in our efforts to satisfy you following your negative feedback about the product. We did not even request the product back (saving you both time and money) and issued a FULL REFUND, as evidenced by the screenshot I am sharing.
  
  In light of all these facts, I kindly ask you to empathize sincerely and suggest what more we could have done. Rest assured, if it were within our power, we would do more, as our commitment to "customer happiness as our top priority" is no mere statement. Doesnt our attitude towards you prove just that?
  
  We hope that these clarifications satisfy you and that we can find common ground. We eagerly await your response and once again wish you and your loved ones a peaceful New Year.
  
  Best regards,
  
  **************
  Operations Manager

  Customer Answer

  Date: 01/29/2024

  The company called CarPlay Box refunded the full purchase price of the item.  They did not change their information about returns to indicate that if you are unsatisfied with the item, it will cost you more than the cost of the product to ship it back to *****.  They did state that you would have to return it to their ***** warehouse, but without an estimate of shipping costs as i requested.
  
  

• Initial Complaint

  Date:12/27/2023

  Type:Delivery 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.

  Order #***** I ordered 2 Apple ******** systems and expected delivery by Christmas. I went to the post office today to claim my order, as it has been at the post office for 4 days. Apparently, the tracking is FAKE and a SCAM! While your website shows that my order has moved from *******, to *****, to **********, to ******, the **** has NO RECORD of my package ever being scanned at these locations. The **** stated that this company created fake locations to make it appear as if my package was en route to me. I expect a full refund issued to my credit card immediately. Failure to issue the refund or deliver the package within 48hrs will result in legal action being taken.

  Business Response

  Date: 01/04/2024

  Dear ********,
  I am *****, the Operations Manager at CarPlayBox. First and foremost, allow me to extend our warmest regards to you and your family for the New Year.
  
  I am writing in response to your complaint regarding Order #*****. It is with sincere regret that we note your dissatisfaction, and we are committed to resolving this matter promptly and effectively.
  
  Upon review of your complaint, there appear to be some discrepancies that require clarification. You have stated that you visited a *********** regarding your order, yet it is imperative to note that our shipping was executed through **** as substantiated by our records and the tracking information provided. This is a significant detail, as it directly impacts the investigation and resolution of your issue.
  
  Furthermore, your claim regarding ****** alleged statement about our company creating "fake locations" is a matter of serious concern. Such an assertion, without substantiation, is not only damaging but potentially defamatory. We would greatly appreciate if you could provide any evidence or specific details regarding this interaction, including the name of the **** employee and the basis of their statement. This information is crucial for us to address this allegation appropriately and take necessary action.
  
  In light of the information provided by **** our records indicate that your package was successfully delivered to your address on December 29. The tracking number ************************** can be used for independent verification on the *** website. This information is vital in assessing the situation accurately.
  
  Despite these inconsistencies, we acknowledge the distress this situation has caused you. As a gesture of our commitment to customer satisfaction and in recognition of the inconvenience you have experienced, a partial refund has been issued as previously communicated.
  
  We kindly urge you to conduct a thorough re-inspection of your premises. There is a possibility that the package was misplaced upon delivery, which is a situation beyond our immediate control but one that we are prepared to take responsibility for.
  
  Your prompt response to this matter would be greatly appreciated. We assure you of our dedication to integrity and customer service, which can be further corroborated by our standing on platforms such as Trustpilot.
  
  Thank you for your attention to this matter. We look forward to resolving this issue to your satisfaction.
  
  Warm regards,
  **************
  Operations Manager 
  CarPlayBox