Inilex, Inc.

Review: I bought a truck at Drive Time Sept 18 2014. In addition I got Skylink a GPS service. I no longer won't the service but Skylink won't refund my $495.

Nowhere in the Skylink contract agreement does it say that the $495 fee associated with the service is non refundable. They claim that it is there policy not to give any refunds, however; I did not agree with this in the written contract. There final word was since the contract does not expressly say that refunds are given in situation of cancellation, That my point is mute. I say that they can not overcome the written agreement with a verbal one.Desired Settlement: I wish to be refunded the amount of the Skylink service ($495) less any portion of time I used it since the contract was signed.

Review: On October 5, 2009, I purchased a Nissan Versa and I was offered the service of MPP Skyway. I paid 1265.00 for their services, those services included a lifetime stolen vehicle recovery and it stated that I would also recieve three months worth of emails notifying me about the following services: Early Theft Dectection, Speed Alerts, Zone Alerts, Historical Locations and Live Tracking, Skyway Mobile, Maintanence Reminders and Monthly Reports. I have yet to recieve any emails, so I then called customer service and I spoke with a customer service represenative that went by the name of [redacted], and she later said that her manager would be contacting me later and his name was [redacted]. I spoke with several other people and they told me that since the information was outdated that one of their managers would call me back and he never called. I had to call the manager [redacted] myself. He then explained to me that it was basically my fault that I did not receive any emails because I had to manually go in and set up alerts when the account was created. I was baffled by what he was saying to me, because this was not explained to me on any of the brochures I received. In order for this [redacted]er to be resolved this company is responsible for returning some amount of the 1265.00 that I paid for services that was promised to me. They can send it to Nissan finance company.Desired Settlement: I would like for Skyway (Inilex) to refund some amount of money that I paid for services (that failed to meet my expectations) to the [redacted] finance company.

Business

Response:

Inilex, Inc. submits this response to the Complaint submitted by [redacted] on June 20, 2014. In her Complaint, Mrs. [redacted] claims that she did not receive three months of e-mail alerts under Inilex’s Skyway GPS Tracking Program. By her own admission, she was supposed to receive these e-mails in October/November and December of 2009. For the following reason, Ms. [redacted]’s Complaint should be dismissed.

Mrs. [redacted] states that she purchased Inilex’s MPP Skyway product when she bought her Nissan Versa in 2009. Customers who purchase the product directly or indirectly from Inilex are necessarily required to set up an online account and check certain boxes designating which alerts they would like e-mailed to them. These alerts include notifications regarding speed, geographical boundaries and zones, battery strength, ignition on and off, etc. Section 3.2 of the Terms and Conditions of the Agreement which Ms. [redacted] signed state, in relevant part:

“Customer is solely responsible for any use of Inilex Services in Customer’s Vehicle……..and Customer is solely responsible for any Inilex Services requested by or on behalf of Customer.”

Despite her contractual obligation, Ms. [redacted] neither designated nor requested that any e-mail alerts be sent to her. Without this information, Inilex could not send her e-mail alerts.

After failing to provide Inilex with the required information to send the alerts, Ms. [redacted] waited almost FIVE years to bring her Complaint. She now requests that Inilex “return some amount of the $1,265.00” she paid in 2009. Mrs. [redacted] does not dispute the fact that she failed to request e-mail alert notifications from Inilex. She does not dispute the validity of the contract she signed for the purchase of the SkyWay product. In sum, Mrs. [redacted] purchased the Skyway product; did not notify Inilex of her desire to receive e-mail notifications for the first three months (as required by the Agreement); and waited almost five years to inform Inilex of this issue. If Ms. [redacted] was upset with not receiving e-mail notifications in 2009, she could have simply called Inilex, spoken with a 24/7 Customer Service Representative, and resolved the issue.

Notwithstanding the spurious and untimely nature of Ms. [redacted]’s Complaint, Inilex reached out to her on June 25th to discuss and determine what, if anything, Inilex could do to resolve the [redacted]er. After confirming Ms. [redacted]’s frustration with not receiving the three months of e-mail alerts in 2009, Inilex not only offered Mrs. [redacted], FREE OF CHARGE, the three months of alerts she would have received if she had followed the terms of the Agreement and notified Inilex of her alert requests, Inilex went even further and offered an additional 21 months of Inilex’s Protect Program without charge. Instead of receiving three months of e-mail alerts, Ms. [redacted] was offered TWO YEARS of e-mail notifications and 24/7 vehicle tracking services, a value of $119 per year; for a total value of $238.

Ms. [redacted] refused this offer, stating she “doesn’t want the product, she wants some of her money back.” When asked how much money she wanted, Mrs. [redacted] could not provide an amount. In regard to her request for a refund, Section 11 of the Agreement states, in relevant part:

“If Customer cancels Customer’s Inilex Service, Inilex will not refund any amounts previously paid by Customer unless otherwise set forth in this Agreement or agreed to by Inilex in writing in its sole discretion.”

With Ms. [redacted] unable to request a specific amount, Inilex offered $100 cash, an amount she called a “slap in the face.” When Inilex asked Ms. [redacted] to reconsider, she stated that “she has documents which show she is owed money from Inilex.” She

would not describe the documents, and has not disclosed them. Inilex informed Ms. [redacted] that the offers made in the June 25th phone call were revoked.

Inilex prides itself on customer service. As an industry leader in GPS and telemetry solutions, Inilex has sold its products to thousands of consumers. Ms. [redacted]’s complaint about not receiving e-mail notifications which she never requested five years after the fact is one that Inilex has never encountered. Even under the confusing circumstances surrounding her Complaint, Inilex initiated discussions with Ms. [redacted], made an extremely generous offer, and attempted to resolve her Complaint with the utmost good faith.

Unfortunately, these attempts were not fruitful. In sum, the unequivocal language of the Agreement required Ms. [redacted] to designate and inform Inilex of the e-mail alerts she wanted. Ms. [redacted], by her own admission, failed to do so. Accordingly, Inilex will not be “returning some amount of the $1,265.00” paid by Mrs. [redacted] almost five years ago. As detailed in the Agreement, Inilex will not be returning any amount to Ms. [redacted], and respectfully requests that her Complaint be dismissed.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Dear Revdex.com I did speak to the gentlmen on the phone on 6/25/14 yes he did offer 100.00 and at the time I was so upset that I wasn't able to give a response of the amount I felt I deserved. I would like 500.00 to be paid to my finance loan (nissan finance) co. That way I will not feel cheated out of my money. Thank you

Regards,

Business

Response:

[redacted]:

Thank you for e-mail. As detailed in our Response, Inilex made two extremely generous offers to Ms. [redacted] on June 25th. We also explained to Ms. [redacted] that based on her own allegations, Inilex was under no obligation (contractual or otherwise) to make an offer to her and that the offers were simply extended because we don’t want any Inilex customers to have a negative experience with our product. We also clearly explained to her that if she did not accept the offers, they would be revoked immediately. She referred to these offers as “a slap in the face.”

Ms. [redacted] is not unhappy with our product. In fact, she never used the product and has no interest in ever using it. It is clear that the only thing she wants is money to which she is not entitled, and with all due respect, Ms. [redacted]’s demand for $500 is insulting.

Inilex rejects Ms. [redacted]’s demand, will not be making a counter-offer, and respectfully requests that her Complaint be closed.

Thank you for your time and effort in helping with this [redacted]er. Please let me know if you have any questions.

Review: Purchased Sky Link solely because we were assured that it provided real-time GPS location of the vehicle. This was confirmed by salesperson at dealership as well as the individuals answering the phone at Sky Link. We have had numerous instances where the vehicles were unable to be located with Sky Link. We have informed Sky Link of many of these failures and they have reset the devices remotely, claimed their system was undergoing upgrades and claimed that the devices were installed incorrectly. I have been more than patient with Sky Link and allowed them to relocate their devices on both my vehicles. The following day, we were once again unable to locate one of the vehicles. I again called Sky Link and informed them we wanted the devices removed and our money refunded. They assured me they would arrange this with the dealer that day. Unfortunately I have not heard from Sky Link nor the dealer. I was also informed by Sky Link that the dealer would have to refund the $1,000 fee for each of the devices and that Sky Link would look into refunded the service fees we paid via their website.Desired Settlement: I would like full refund from Sky Link.

Business

Response:

Inilex, Inc. submits this response to the Complaint submitted by [redacted]. Mr. [redacted] purchased two vehicles from a car dealership. He also purchased two of Inilex’s stolen vehicle recovery/anti-theft GPS devices (SkyLINK) from the dealership and had one installed in each vehicle. SkyLINK assists law enforcement with locating a SkyLINK-equipped stolen vehicle with pinpoint accuracy and allows the vehicle to be quickly located and recovered. After purchasing the SkyLINK-equipped vehicles from the dealership, Mr. [redacted] contacted Inilex to purchase our SkyLINK PROTECT application for $119. SkyLINK PROTECT expands the capabilities of the SkyLINK device and provides customers additional tools and features such as real-time tracking, speed alerts and geofences, which are all conveniently accessible from a mobile phone or personal computer. While we provided the SkyLINK PROTECT features and benefits for both of Mr. [redacted]’s vehicles, Inilex only charged him for one ($119 instead of $238). In his Complaint, Mr. [redacted] claims that he purchased SkyLINK PROTECT “solely because we were assured that it provided real-time GPS location of the vehicle.” There appears to have been some confusion regarding what “real-time GPS” consists of. Real-Time GPS location involves the Inilex server being updated with a SkyLINK-equipped vehicle’s location every 30-45 seconds. Accordingly, Mr. [redacted]’s SkyLINK PROTECT application allows him to access his vehicle location through the same server updates, so he can determine the exact location of his SkyLINK-equipped vehicles every 30-45 seconds. Mr. [redacted] understood “Real-Time GPS location” as up to the second, live tracking of a moving vehicle (“breadcrumb tracking”). We explained the differences between “real-time GPS” and “breadcrumb tracking” to Mr. [redacted], but we still sensed his frustration. Accordingly, we have refunded the $119 he paid for the SkyLINK PROTECT application. We have also agreed to allow him to keep the GPS devices and to allow him access to the features and benefits of the SkyLINK PROTECT application on both of his SkyLINK-equipped vehicles, free of charge. We have spoken with Mr. [redacted] on multiple occasions (including this morning to confirm the refund was processed), and we appreciate his professional and courteous cooperation in resolving this matter. Inilex prides itself on customer service. As an industry leader in GPS and telemetry solutions, Inilex has sold its products to thousands of consumers. In the rare situation that we have a frustrated customer such as Mr. [redacted], Inilex will pursue a resolution in good faith to make their overall consumer experience a positive one.We have reached such a resolution here, and the parties respectfully request that this matter be closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I consider this complaint resolved.

Regards,

Review: I bought a new Honda Rebel 250 through [redacted] Phone:(###) ###-####). I asked if I could purchase Lojack to be installed on my vehicle to save on insurance and they told me that I could. After I paid and signed all of my paper work they gave me a paper with instructions on how to arrange for installation of my new [redacted] system. It wasn't what I had asked for but the salesman told me that that was the system that they offered, and that it did the same thing. I was irritated but I had already paid for it and that's what I get for not reading my paperwork more carefully. Moving along, I had the [redacted] company install the system on my bike. It turns out most insurance companies do not accept the [redacted] brand as an antitheft device so I had to change insurance providers to one of the few that does. After about a month I noticed that, if I didn't ride my bike for more than a few days, the battery would die and I would have to clutch start it. I asked about it at the dealership and they said that I was probably leaving the ignition switch or something else on, and it was draining the battery. For the next few weeks I double checked to make sure that nothing was on when I left my bike and the problem persisted. I asked about it again and the dealership told me that it was possible that the [redacted] device was draining my battery and that I should be careful not to let it sit for too long. I began making a point to run small errands on my bike during the weekend and after a few months I forgot about the battery altogether. One day I noticed my License Plate was missing and I started the process to get a new one. During this time I could not drive my bike around. After about a week I was told by Law Enforcement to drive my bike to the station so they could verify the VIN #. I had to clutch start the bike to get it to the police station and afterwards when I tried to leave, the bike wouldn't start at all. I had it towed to the dealership and after a few days they told me that my battery was dead because of the anti-theft device that was installed. They told me that I would need to buy a new battery and have the anti-theft device removed or unplug it every time I leave my bike sitting (which defeats the purpose because I doubt someone will try to steal it while I'm riding it). I asked them why I had to pay for it since the system was purchased and installed through them. They told me they would get back to me. They didn't. I had to call several times over the next week or so to get an answer and they told me that they contacted the [redacted] manufacturer and they were told that the unit does not draw a charge off of the battery. When the dealership measured it, it was drawing 3 amps. They gave me a number to call to talk to 'Russell' at [redacted] and no one has answered or returned my calls. I visited the [redacted] website to try to find a customer service contact and there is no information of that nature on the site.Desired Settlement: I would like the [redacted] company to pay for the replacement of the battery that was destroyed by their product and I would like their product removed from my bike and a refund of the money I spent on the device.