ComplaintsforSPOT LLC.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  10/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

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

  Business response

  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

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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

  11/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  11/11/2022

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

   

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

   

  Let me know if you have any questions

   

  Sincerely

   

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

• Initial Complaint

  11/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

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

• Initial Complaint

  07/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a spot plan for my spot phone I got at west marine. Upon activating the second time I purchased a flex plan. They specifically told me it will not renew. A month later it renews. This is only one of two issues. The month I needed the phone for we took a 2 day trip which the phone barely worked. We checked in with somebody on shore every few hours. At one point they said they didnt get my messages for 6 hours. I am here due to being improperly charged for the second month. Even though the first month the device barely worked that is not my main concern. Unfortunately it appears this spot device is not usable for offshore in ******* as it takes far to long to send and receive messages.Account number: **********

  Business response

  07/18/2022

  Please see email below that was sent to customer

  Refund requested has been processed

   

  From: Nathalie ****
  Sent: Monday, July 18, 2022 12:54 PM
  To: *********************
  Subject: NatP - AC00828372 - Refund Confirmation
  
  Dear ***************************
  
  Thank you for contacting SPOT Customer Relations.
  As per your request, a refund of $39.95  has been processed today via JIRA-******, you should have already received the automated refund confirmation.
  
  Please note that you can use your device for free until  08/15/2022, date when the suspension will take effect.
  With the Flex plan you can pay and resume at any time while your SPOT is SUSPENDED. The yearly fee for this service plan is $34.95.
  If you keep the Flex plan active this amount will be charged on your yearly renewal date, June 15, 2023.
  
  However, if you would like to cancel your service, you can do so by logging into your MyAccount.
  The service cancellation is located under the Settings and Billing tab.
  
  Let me know if you have any questions
  
  Sincerely
  
  Nathalie ****
  Nathalie **** | Manager, Customer Relations
  1351 ******************* | *******************************
  (OFFICE)**************
  (EMAIL)****************************
  
  
  Thanks!

• Initial Complaint

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a SPOT Gen 4 in August of 2021. SPOT is a GPS satellite messenger that allows the user to check in from areas where there is no cell phone service. They have month to month plans or you can buy a year at a time. I only planed to use the device September - October so I picked the month to month and then canceled any reoccurring charges until I wanted to use the device again in September of 2022. I have been charged ***** every month since then. I have confirmed that the service was canceled yet Im charged every month. The device has not been used and I have searched their website for a way to cancel with no luck. Eventually I found a US phone number for their customer service (not listed on their website) and when I talked to the representative they said I would have to speak with someone else. I was passed around until I was told that I was stuck with their service for a full year even though Im not using the device. They told me I would be sent to collections if I canceled the card they had on file.

  Business response

  03/07/2022

  Dear BBB Agent
  
  Customer ******************************* with account number ********** activated his ******************** device with ESN ********* on August 13, 2021 on our annual plan with a monthly payment option.
  The pricing information for our service plans clearly states that when selecting this plan a 12 month term applies.
  Furthermore, during the activation process customers that choose the Monthly plan have to acknowledge that they are aware that this plan is for a 12 month term.
  For seasonal user we offer a Flex plan, it only requires a month subscription. The pricing for both plans are next to each other on our websites,website link below.
  https://www.findmespot.com/en-us/products-services/service-plans#spot-gen4-plans
  
  The deactivation request was made by the customer via the My Account platform on November, 03/2021 and an email confirming the request was sent to him on the same day.
  It confirmed that the device would be deactivated at the end of the 12 month term, on 08/11/2022.
  You can see the Pending Deactivation date from the customers account on the image that was provided in the complaint:  8FB9FFEF-D926-4D3E-9DF1-28F3C6620876.png
  
  Our phone number is located on our website under the Support tab https://www.findmespot.com/en-us/support
  We offer phone support in English Monday - Friday 24h CST.We also offer phone support in Spanish, French and Portuguese during regular business hours.
  
  As a goodwill, we will deactivate the SPOT device with ESN ********* as of today, refund the last month of service ($18.89) and send an email confirmation to ********************.
  
  Let me know if you have any questions
  
  Sincerely
  
  Nathalie Page

  Customer Relations Manager

• Initial Complaint

  02/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company sells GPS tracking devices for hikers. You must purchase the device and a subscription plan from them. For years they made it virtually impossible to cancel a subscription. No option to cancel online. You had to call customer service and would just be put on hold indefinitely until you gave up. Recently i discovered that they finally added a cancelation option on their website, which I used immediately. I received a confirmation that my service was canceled. This month, i was billed again, like I had never canceled my plan. Online research shows that this is common practice for this business.

  Business response

  02/21/2022

  From: SPOT CUSTOMER RELATIONS INFORMATION
  Sent: Monday, February 21, 2022 12:01 PM
  To: ********************
  Subject: SPOT *** AC00550426
  
  Dear *****************************,

  
  Thank you for contacting SPOT Customer Relations.

  
  We do apologize that you were charged for service on February 20, 2022. Your service was indeed cancelled, and this charge was a billing error.
  We have created JIRA-****** to have the charge of $22.48 refunded back to the card that was charged. We also asked our billing department to expedite it. You will get an email when this refund is processed.
  Again, we do apologize for this inconvenience,and if we can assist you, please feel free to reach out to SPOT Using the number below. We are available 24 hours a day from Monday to Friday.
  **************
  

  Thank you,
  

  SPOT

  
  
  

  
  

• Initial Complaint

  02/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a SAT phone from *********** and this was the service company provider. Returned the SAT phone to *********** several days later, not at all user friendly and called ******************** to let them know I returned device and needed to cancel their service that was never used. All good until I saw my credit card statement. They have continually tried to charge my card? Thank god for **************** business. This company is predatory and should no longer be allowed to do business. Just wished I looked them up prior to making my purchase.

  Business response

  02/04/2022

  Hi

  this seems to be the result of an unfortunate misunderstanding. We have reached out to the customer to offer a refund and a free year of services if she ever decide to come back with us.

  Please see below our response to the customer.

   

  
  
  From: *******************************
  Sent: Friday, February 4, 2022 3:10 PM
  To: *****************************
  Subject: IsaL-AC00939232-SPOT Account
  Importance: High
  
  Dear *********************,
  
  Thank you for contacting SPOT Customer Care.
  
  Per the present email,we would like to extend our apologies for any inconvenience we may have caused you, in regards to your transaction that occurred in December 2021.
  
  We have throughfully reviewed the account, and we are sorry that we didn't provide you with a better customer service experience.
  
  We will gladly issue a refund back to you in the event that Amex hasn't done it already.
  
  With your consent, we will move forward with the cancellation of your services, and we hope in the future, that we would get the opportunity to extend our services to you again.
  
  To show our appreciation, and how much we appreciate your feedback, we would like to offer you one year free of services, in the event that you sign up back with us.
  
  Please let us know if we can be of further assistance and if you have any questions.
  
  Thank you,
  SPOT
  Contact Us
  
  

   

   

*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. ↩