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:01/29/2025

  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 deactivated the Spot device in 2020 but the company continued billing me monthly for tracking. $24/month over 5 years.

  Business Response

  Date: 01/29/2025

  Dear BBB

  ***** ********* was charged for the yearly flex renewal of his SPOT device $24.95 per year in 2021, 2022, 2023 and 2024.

  This complaint states that the $24.95 was a monthly charge which was not the case, it was a yearly fee to keep his SPOT device active in a suspended mode.   

  The total amount charged to Mr. ********* for those 4 years was $99.80. 

  As a goodwill gesture, this amount has already been refunded in full today.

   An email has already been sent to confirm the refund to Mr. ********** see below:

  From: ******** Page
  Sent: Wednesday, January 29, 2025 3:12 PM
  To: **********************************
  Subject: NatP - AC00231501 - SPOT Refund Confirmation
  
  Dear ***** **********
  
  Your request was escalated to me for further review.
  You activated your SPOTX in January 2020, and you suspended (not deactivated) the service a few months later, in March 2020.
  Some customers mistakenly use the SUSPENSION instead of the CANCELLATION option when they no longer need their SPOT, that is why we send notification each year upon renewal to all our customers that are using a **** plan.
  The yearly renewal notifications emails were sent to the email we have on file, **********************************
  We understand that sometimes customers can be confused when using the **** plan, so as a goodwill, a refund of $99.80 has been issued via JIRA-385037.
  
  Please note that once processed, it may take 3 to 5 business days for the refund to post on your account.
  
  Let me know if you have any questions
  
  Sincerely
  
  SPOT

   

• Initial Complaint

  Date:12/23/2024

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against SPOT LLC regarding unauthorized charges to my credit card, unsatisfactory customer service, and my request for account closure.Details of the Complaint:Unauthorized Charge:On December 2, 2024, I suspended my service with SPOT LLC, a feature offered under their "Flex Plan." Despite this, my credit card was wrongfully charged $14.95 on December 15, 2024, for an additional month of service. I did not use my SPOT device after December 2nd, nor did I reactivate the service.Attempts to Resolve:I contacted SPOT LLCs customer support team and spoke with a representative named ****** and a supervisor named ********. Unfortunately, neither of them provided assistance or offered a resolution. I was told that nothing could be done, which I find unacceptable given the circumstances.Request for Refund and Account Closure:I am requesting a refund of $14.95 for the wrongful charge in December.Additionally, I request a refund of $27.58 for the unused portion of the $34.95 I paid on September 16, 2024, for the "Flex Plan."I also ask for the immediate closure of my account following this refund.Impact of the Issue:This situation has caused frustration and inconvenience. I believe I have been wronged as I followed SPOT LLCs policy for suspending service and did not use their device or service after December 2nd, 2024. Despite this, SPOT LLC refuses to rectify the situation.Resolution Sought:I request:A refund of $14.95 for the unauthorized December charge.A refund of $27.58 for the unused portion of my yearly Flex ********** refund desired is $42.53.Closure of my SPOT LLC account.I hope this matter can be resolved promptly and fairly. I trust the Better Business Bureau will help ensure SPOT LLC takes responsibility for their actions. Please feel free to contact me if you require further details or documentation.Thank you for your assistance.Sincerely,****** *******

  Business Response

  Date: 12/23/2024

  Hello Better Business Bureau,
  
  ****** ******* has the ability to enact suspension from his own SPOT MY ACCOUNT. Upon triggering suspension, an email would be received by the customer advising the customer submitted received suspension request and that the suspension would be dated to the end of the current bill cycle (no more than 30 days-no charges would incur as contract is mid bill cycle). Upon suspension being triggered at end of the current bill cycle, the customer wud receive a confirmation email. The attachment shows 2 suspension requests, one in DEC 2023 and one in DEC 2024, customer is not correct in advising he completed suspension. It also shows no such request is received in between as the customer claims. He may have meant to - but he did not complete the suspension as per the times in DEC 2023 and DEC 224, at least per what is processed and received by the system.
  Also, customer has a misunderstanding of the Flex charge,which is ***** and grants access if you use the full 12 months contract paying only the monthly charge, Flex plans have a minimum 30 day contract and is not a prorated cost. If a customer cancels 30 days after activation, they no longer pay and exit the contract SPOT does not prorate or refund the Flex Charge as paying it allow to exit at 30 days instead of being bound to a 12 month contract.
  

  After stating examples above are a result of customer lack of education /action and lack of understanding the Flex plan.
  SPOT will support customer cancellation and refund request as a good will to allow exit of the contract, which the customer agreed to.
  Refund request has been submitted to our billing team, JIRA-******.This refund should reflect unto customer credit card within 10 business days.
  
  The customers cancellation of contract confirmation reference is MEMO0122445372.
  Sincerely,
  The SPOT Team

• Initial Complaint

  Date:09/19/2024

  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.

  I cancelled my subscription to this service in April. Spot not only charged me AFTER I cancelled, but they continued to email me asking me for my credit card information so that they can continue to charge me for a closed account. I have asked multiple times to be removed and explained to them that I will not pay them or give them my card for a CLOSED account. All they can say is its our system. I would my information removed from their system to stop this harassment.

  Business Response

  Date: 09/20/2024

  Dear ****** *****
  BBB Complaint ID ******** for ***** Story
  
  We have reviewed the account of ***** Story and can confirmed that the customer had not cancelled their ******************** Flex plan, the service was suspended,and they were charged the yearly fee for that service on May 26th,2024. The Flex plan was cancelled on May 29th, and a goodwill refund was processed on June 12th,2024.  However,the credits that were applied for the refund did not post properly and a balance of $79.98 was left on the account. To prevent the customer from being charged again, their credit card was removed from the account last July. The balance of $79.98 has now been cleared by our billing department. We will remove ***** Storys information from our system via ***********. An email will be sent to ***** Story once the removal process has been completed.
  
  We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  SPOT Management Team

  Customer Answer

  Date: 09/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  As long as my info is actually removed, I accept. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Tract Story

• Initial Complaint

  Date:01/30/2024

  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.

  Purchased the spot x device and promptly returned it via the companys specific direction to address the fed ex box etc Fed ex on June 8, 2023 well within the 30 day return for refund policy No refund has been issued and no success in contacting anyone via phone and no reply to multiple emails to ask for information or update on refund The phone number provided simple has an answering machine

  Business Response

  Date: 01/31/2024

  ***********************;****** BBB complaint #********

  Dear BBB team

  A refund of $299.94 has been processed on 01/30/****, see below refund confirmation.

  **********
  *******************************************
  *********, ** 70433
  **
  Merchant ID:
  ***********************
  Return Codes
  Request ID:
  **********************
  Result Code:
  SOK - Request was processed successfully.
  Order Information
  Order Number:
  FMSCOMUS26123
  Subtotal Amount:
  299.94 USD
  Total Amount :
  299.94 USD
  Transaction Type:
  Credit
  Transaction Date:
  Jan 30 **** 11:10:29 PM GMT
  Customer Information
  Name:
  *************************
  Credit Card Type :
  Visa
  Credit Card Number :
  XXXX XXXX XXXX 2040
  Billing Information:
  *************************
  28205 Line rd.
  Seaford , ** 19973
  **

  Please note that it may take 24 to 48 hrs for the funds to post on ******************** credit card.

  Let me know if you have any questions

  Sincerely

  SPOT Customer Relations

   

• Initial Complaint

  Date:01/22/2024

  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.

  I canceled my Service and requested a refund for unused service. Was told refund could not be done for unused service. I want a refund effective day I cancelled service Account Number: ********** Customer Pin: ****

  Business Response

  Date: 01/23/2024

  BBB Complaint ID: ******** for ***********************.

  Dear BBB Team

  After reviewing the the account **********, as a goodwill gesture, a prorated refund has been requested via JIRA-****** in the amount of $41.73 for the time remaining on the contract (130 days) for the SPOT trace with ESN 0-2573875. The SPOT Trace as been deactivated as of today, 01/23/2024. Finally, please note that it may take 2 to 3 business days for the refund to post on the credit card we had on file.

  Please let me know if you have any questions.

  Sincerely

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

   

• Initial Complaint

  Date:10/23/2023

  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.

  I have a charge from Spot for $71.89 .and I am requesting this to be refunded back off my credit card .

  Business Response

  Date: 10/26/2023

  Dear BBB
  
  Customer ************************* with Complaint ID ******** activated a SPOT X with ESN 0-3775004 on a monthly plan on 09/12/2023.
  He contacted SPOT on that same day to get help with activating his unit. He never contacted SPOT back after the initial call.
  We reached out to **************** to get more information regarding the $71.89 refund request. He mentioned that he wanted to cancel his service since he had returned his unit to the store.
  As a goodwill, we processed a refund for the amount requested and since he had also been charged $11.95 for another monthly fee on 10/13/203,we also refunded this amount.
  **************** received a total refund of $83.84 on 10/24/203.An email confirmation was sent to the email we have on file *********************** for each of those refunds.
  
  Let me know if you have any questions.
  
  Sincerely
  
  *************;

• Initial Complaint

  Date:05/15/2023

  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 purchased a Spot X two-way satellite messenger last July and tested both sending and receiving text messages successfully. In April I took a trip across 6 western ****** and the Spot would not receive any incoming messages. When I got home I tested the unit further (in ***** **), checked for latest firmware, and reset the Spot multiple times but it still was not receiving messages. I contacted tech support who told me the Spot would not receive messages in a 5G cellular coverage area. This is in direct conflict with the coverage advertised on the company website and that of the parent company (Globalstar). Their coverage map shows almost complete coverage of North America. I filed a warranty claim and asked for a refund but was refused. The customer service agent offered me only a $50 rebate on my next service subscription renewal. This product does not function as advertised and outgoing only messaging does not meet my needs. I would like a refund of my purchase price and pro-rated refund for the remaining term of my current service subscription or else a replacement that functions as claimed.

  Business Response

  Date: 05/16/2023

   

  Dear BBB Team
  

  We have reviewed the complaint with  *********** and have decided to issue a hardware refund for the SPOT unit and a prorated refund for service for the time remaining on the contract.

  We will reach out to *************************** and provide a prepaid shipping label. Once the SPOTX BT has been received we will process a refund on the credit card we have on file.

  The SPOT device with ESN ********* will be deactivated today and a prorated service refund will be processed within 24 to 48 hrs.

  Let me know if you have any questions

  Sincerely

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

  Manager, Customer Relations
  ****************************
  ************************************************;
  ********* ** 70433

• Initial Complaint

  Date:11/03/2022

  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.

  I purchased a Spot XB from Spot LLC in September 2022. The device is marketed as a "2-way satellite messenger" with the ability to "exchange messages with any cell phone number of email address from virtually anywhere in the world" and "quickly and easily let everyone know youre OK". The features are delivered through tiered service plans requiring the purchase of the device AND a contracted plan. The problem we encountered after multiple trips in different environments is the device would not connect to satellites even with a clear line of sight. The device I purchased completely malfunctioned (i.e. "bricked") out of the box and was temporarily addressed by customer service - this malfunction was not addressed and repeated many times on multiple trips. The mobile app that accompanies this bluetooth version of the device will not connect consistently and looses connection repeatedly. This device has one main goal - communicate when no cell coverage is available...and it fails miserably at achieving it. A review of recent Amazon reviews for this device will show the customer review trend has plummeted recently with multiple recent reviews iterating the same sentiment. Spott LLC's return policy is ***************************************************************************** which the company is unable to perform the services agreed upon. The company is knowingly selling a product that is consistently unable to meet the services per their own contract and not allowing customers a suitable recourse if past their 30 day return window. In many cases, 30 days is simply not long enough to use a device like this and experience multiple times across multiple environments that as a customer you have not received what you paid for and are left with no recourse. These devices are purchased for safety and they simply do not work as advertised.

  Business Response

  Date: 11/11/2022

  Dear ***********************

   

  Please see attached the response to Mr. ******** complaints/concerns

   

  Let me know if you have any questions

   

  Sincerely

   

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

• Initial Complaint

  Date:11/03/2022

  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.

  I downgraded my Spot service in May since I was not using the service. When I logged into my account I noticed my device had been deleted from my account. There were no devices linked to my account. Spot kept charging me until September for service I did not use. For example if I would have wanted to use it I wouldn't even be able to since there was no device linked to my account. When I logged into my account in August and September I did not see any devices linked to my account. Therefore I am seeing a refund from May until September in the amount of $38.64. If I would've known sooner than Spot removed and unlinked my device from the account, I woiuld have downgraded sooner or canceled the service to not be charged. I've been a customer of ********************** for a year and I enjoyed using their service in the beginning. In the end I simply did not use my device anymore. There was no activity on my account. In May I downgraded my service since I beleived this was the only way to avoid being charged the 20$ monthy fee while I waited my 1 year subscription to end. Spot did not notifiy my that I could've done this earlier to save $ for service that I was using minimally which would've allowed me to use the cheaper 10$ per month service instead of the $20 per month service that I thought I had to be locked into. Luckily in May I caught this and was able to downgrade, but my device was unlinked and removed from my account. So I was being charged for service on a device that even if in an emergency I would turn it, it would still be unlinked and unassociated in my account. This would've not allowed me to get help when needed. Luckily I didn't need help. But I was still being charged. I think these business practices are deceptive and unfair. I've always had positive feedback for Spot but I do not anymore and am seeking a refund for those months. Lastly, I called Spot and was assured multiple times that a refund would be done. They did not follow up. I had to call repeatedly.

  Business Response

  Date: 11/07/2022

  Dear ***********************
  
  ID ********
  *****************************
  900 ********* 1158
  ********, ** 85224
  Daytime Phone: **************
  E-mail: ********************
  
  Mr. ************ activated his device on the *************************** X Advanced plan on 09/23/2021.  He contacted Customer Relations last May and his plan was downgraded at no cost to him to our Basic plan since he wanted a cheaper plan to complete his 12-month term.
  The deactivation was set to 09/22/2022. Customer was charged at the lower rate in June, July, and August 2022, $11.95 pretax.  August 23rd was the last amount charged to Mr. ************ for his SPOT X service. The invoice for this charge was generated on 09/01/2022 and showed a $0.00 Amount due.

  
  Our system shows that the device was last used in July to send messages after the customers plan was downgraded to the SPOT X Basic (the message usage can be viewed on the 08/01/2022 invoice, see attached) which confirms that the service was active after the downgrade.
  
  As a goodwill gesture we have decided to issue a refund for the 3 months that are in questions. The refund of ***** pretax will be processed via JIRA-******. Please note that it may take 10 to 14 business days for this refund to be processed.
  
  

  Let me know if you have any questions

  
  
  Sincerely

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