GoTrack, Inc.

Once a customer is not paying us any longer they do not have any information available.  Our paying customers have real time access to 6 months of data live.  If you read all of the Customer Agreement number 2.  Once a customer fires us we are done.  I cannot explain this any better.  He stated before he did not know about automatic renewal and he did automatically renew in 2013 and 2014 so we did again in 2015 and he made it very clear to reverse the charge and cancel his account.  Thus he is not a customer anymore.Thanks[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:This response does not solve the problem: the problem we paid in full for the yearly service and the information accumulated within that year.  We were not warned that if we canceled service we would not be able to keep our data which was very important to this company -- we paid for it -- but it was erased.  This is fact does not reflect what is on their website.Please read below my letter [redacted] at Gotrack:Dear [redacted] and [redacted],       Please note per our conversation we were not informed or warned that when we "cancelled service we would loose all of our data".  There is no email from you suggesting this and on your website there is no mention of this problem under FAQ.  Please see attached FAQ Under "how long do you store my vehicle information" and see reminder that you guarantee it for 6 months.  Again, NO WHERE DOES IT TELL THE CUSTOMER THAT "YOU MUST BACK UP YOUR DATA BEFORE YOU CANCEL SERVICE OR YOU WILL LOOSE ALL DATA".  Why is this warning not on your website -- it should be!  I paid for service for a one year period. Period!  That means I should be entitled to the data I accumulated up to that period, not after, but "up to".  After all, I paid for it. Furthermore, you state on your website FAQ that "we guarantee 6 months of vehicle information will always be stored on our servers".  Where is my information from June to December 8th?  When you do a search in the search field on your search engine the word "cancel" or "cancellation" does not yield any results -- like none!  This is what I would like to suggest as a remedy.  You now say, contrary to your website information, that "it is not possible too get back the information because it has been erased".  I assume this is the case.  I would like tp suggest that A) you either refund one half or 6 months of the service I paid for, or $500.00.  Please see invoice dated December 6, 2014.  Or, offer me service for the upcoming year at a great deal for the same amount of units -- 3G or upgraded versions.  I have not contracted with another company yet but will have to decide at the end of today.    Furthermore, you should know that we looked around at other providers ONLY after the GoTrack units installed were repeatedly (not always) giving us "wrong information" and "absent information".  I am trying to be difficult but if you should have clearly warned us that we would loose all data if we canceled.  Again, no warning was issued.  Please respond back by the end of this business day. Thank you. Sincerely,    [redacted], owner of [redacted].______________________________________Solution:I recommend this as a solution: 1) continue services 2) replace units which were never working accurately to begin with with 4G units (5units as before). 3) provide 2 units free for 1 year plus a $100.00 credit.Logic: we lost the data that we needed for a period of 6 months (again, we had paid for this data IN FULL)Regards,
[redacted]

The customer originally bought the unit on 12/06/12.  He renewed automatically on 12/06/13.  We renewed him automatically on 12/06/14, then Mr. [redacted] requested an immediate reversal of the Credit Card charge for a refund because he stated he did not authorize the charge.  So we...

refunded the amount and deactivated his account.  Once we are not paid then an account is deactivated.  His information is available for the past 6 months live as long as an account is in good standing.  Once he requested his money to refunded his account was not active anymore, thus he cannot see the past information.  We do not stop our customers from downloading any of their information as long as their account is active.  Once the account is deactivated per his request all the information is deleted.Sincerely[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
  Since we have not had access to the data our fleet of trucks accumulated during the time we paid for the data we have been at a loss when it comes to billing customers  -- we have lost money! The data we relied on was an inventory check of jobs we had done within the period of the time we had paid Gotrack for this data or 12 months.  It is unreasonable not to have this data when we prepaid for it.  We do not expect to have at our disposal any data accumulated after our contract was over -- we understand this.  Clearly, and again, in simple language on there website it states "we guarantee 6 months of information will always be installed on our computers"  -- this is a guarantee.  It is false advertising to state this and then when it comes time to access that information during,  the contract period that data as accumulated, it is no longer available.  There was no warnings that this was a possibility.  I have stated before that if a loss of information was possible we should have been informed -- we were not informed.    It is very clear to me that the owner of the company is unwilling to make any concessions.  I would like to ask the Revdex.com of Greater Kansas City to make a judgement about this case based on the facts presented.  I do not want to disparage any company as this is not my intention but this is clearly wrong and unfair.  We paid for something up front that we needed and still need but do not have access to (period from about early June to early December).
Regards,
[redacted]