Teletrac Navman

We recently signed a renewal contract with Teletrac Their new System and Customer Service has been HORRIBLE ever since Many of the units, installed by their contractors, were installed incorrectly Many units are still not tracking/working properly after more than two months Our company is losing $$ every day because of this
Initially, we made several phone calls and sent several emails asking them to fix the problems The problems continued It is so frustrating that we have asked them several times to let us out of the recently signed contract They continually make empty promises to fix everything We have been escalated up their chain of command, but even the higher ups aren't responding to our requests
Their actions show that they just don't care Maybe we are too small for them, with only about vehicles

Being asked to return product at own expense after an unsolicited product is sent to our businessSpent over $on label since Teletrac was going to charge if not sent back

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I am now working with another company as I was not able to reach anyone in the company before and *** *** was not helpful in solving my complaint or contacting me with anyone else beside the general number, where the people answering the phone told me they didn't know who to contact me withI would like a refund as I no longer require Teletrac's services.]
Regards,
*** ***

Worst customer service everI completely understand what its like to be a company & be busy or under staffed but this is ridiculousSince March 15th I have been emailing back & forth with different people in customer serviceI was told who our rep was so I decided to email her all the changes we needed doneIt took her over a month to even acknowledge my email & answer backI had to call about times & each time I called I waited over an hour to get an answerHonestly only because we are under contract with them & its a hassle to have all plus vehicles replaced with trackers do we not cancel themBut we are shopping around & as long as I provide my boss with a better quote & save him money I hope we can finally get rid of TeletracThey do not need to have that A plus as a rating because its the worst company I have ever dealt with!!! Oh & did I mention it is now 6/12/& my request has not been done, worked on & finalizedYeah stay away they are quick to charge you but they do not assist you with your needsAlso we have been with this company since & we where told our rate would change on any new trackers we requested we would be charge lesslies!!! when we tried to order new trackers for our new vehicles they stated we would be charged the original price, not what we where offeredWorst customer service ever!!!!!

*** ***, please accept our apologies for the challenges you facedWe appreciate you being such a valued customer since 2015. Please return the Self-Disposal Declaration form that was sent in the return equipment email dated November 28, 2017. Thank you,Teletrac Navman
Team

The issue we are having goes far beyond the product issues it go to Customer service , Product repair and exchange issues , communication issues , We have been waiting for a unit to be shipped for months and we still haven't received one , you can get "someone" to answer the phone , but you cannot get a return call from your "customer service rep or a tech " and no one has any answers to your question apparently, except for these certain ghost people or reps We are a commercial carrier so our need for this service goes beyond our willingness to have it in our commercial vehicles it is a federal mandate , but this company is holding us hostage by not returning phone calls or sending us reliable ,requested and required replacement equipment

I have used TeleTrac for about years I use the tracking devices to monitor boats we have in inventory Last year, I needed to move a few devices to different vehicles I called to arrange the move and the representative on the phone told me that if I signed a new contract for devices he would be able to move them and he would waive the installation fees I told him I only needed total vehicles tracked and he assured me that was all I would be charged for They have been charging me for units for almost yearsI took awhile for me to notice since they don't take old devices out of the system and it still shows other devices that are not tracking I thought it was just an old device still showing in the system and did not notice the overcharge right away When I caught issue I called and asked to remove it from my account I have been trying unsuccessfully to get this corrected this whole time I stopped payment in the meantime They have yet to remove it or correct the issue Their representative made promises, probably to get a commission, on new devices The company has failed to stand behind what their employee said or correct the charges, despite the fact their service tech removed the device and it has not been tracking anything for years Last week they called to tell me they needed to send someone to fix the device that was not tracking The one they took out years ago I guess it took them that long to realize it was not tracking They they send some emails demanding payment I have paid the full past due amount, including the fraudulent charges and will be moving my business to another company Be very careful doing business with the company

Guarantees made by Teletrac Navman were not met when they guaranteed that they were using the newest and best ELD device on the market, After being a customer for months so far, we have had nothing but problemsNone of the devices installed track correctly, every week there are over instances of unassigned drive time, while all the drivers and trucks are driven only by person with the exception of truck truck has constantly not tracked any on duty time ever since it was installedAll the devices occasionally track going down the road while they are parked for the night
Customer service has gotten only a little better since we had these devices installedIt used to be hours on hold waiting for anybody to pick up the phone, but now we get through fast but cannot get anybody that actually knows how to fix these issues we are having
The fact that you cannot contact billing directly is an issue, we have to leave a message with whoever picks up the main line then wait for a

We received vehicle tracking units from *** They were installed 5/6/we have units that do not work right at all They are tracking about miles off The loose connection and never re-gain for to hours The product was sold to us to be able to track our vehicle and was told that we were getting Garmin GPS units for each of the trucks The GPS unit we received are not Garmin They are a knock off of Melgin units The GPS is not accurate to be able to find a location The GPS tracking units of the trucks only are right 85% of the time The rest of the units are off most of the unitThe tracking software only updates every minutes and we were told it would be to seconds Every time we call tech support its the average of minutes to try to explain the person what the issue is and a apology will not fix the issue I was told on 5/13/we had repair kits and a installer coming back out here to try to fix the units that are having the biggest

We are a trucking company out of StLouis, MOWe have about operational units and in order to stay DOT compliant, we had to switch from paper logs to Electronic Logging DevicesWe purchased Teletracs service on July 28th, Since we installed the first devices, they have not functionedNot only are they experiencing technical issues, the Hours of Service (Sole purpose of logbook) is not operationalDrivers Hours of Service are not calculated correctly and are in constant violationsI have Tech Support on numerous occasions only to be told that someone will call backSince July, person called me back and yet again nothing was resolvedI slowly started moving up the chain of command but they seem to be avoiding calls as wellI have sent in a written notice of cancellation on 2/16/and have not heard from anyone yetDOT has given us some flexibility which ends on April 1st, After April 1st, any driver with a violation will be put out of serviceI currently have

We purchased this agreement years ago, not one day was it usable We graciously paid the year contract in the amount of over $12, $12,for nothing The greater Kansas City area was not covered 100% by the product We realize the mistake we made signing this contract and paid our part Now you are requesting the equipment back, equipment that was old and used when we received it, not new equipment We have paid $12,and we paid for $2,in advance to end the service sooner We do not feel we should have to take our trucks out of service to remove USED equipment that is years old Take the $out of the $2,that we paid for no service

I have had problems with the TeleTrac platform and service since day one of installationThey promised that they could get them easily installed into all of our service tech vehicles nationwide without a problemThat was far from the truthThe rescheduled appointment after appointment and then when they finally did show up for the installations they were done by third party contractors who did not seem very professional or careful with our vehiclesAfter the installation we quickly learned that their platform would not do what we needed it to do and were promised by our sales representative that it wouldI originally emailed our "personal account rep" Jonathan Horst on 11/3/requesting to cancelNo response until almost a year later when he sent me an email letting me know that he was there if I had any questions or wanted to add anymore devicesI responded to this email on 10/26/again letting him know I wanted to cancel and have to this day not recieved a responseWe haven't used the service in the last year and had already moved to a different platformI called into their customer service and was told that I would have to send an email to request cancellationThere was no one available that I could talk toI sent the email on 12/and finally received a response today on 12/from Issac Pena where he basically sent me a standardized cancellation request responseThere was no response to my concerns and it basically said that I would be under contract until 11/30/and that I would be charged a $fee to have the devices removed from my vehicles (the majority of which we no longer even have)DO NOT DO BUSINESS WITH THIS COMPANYTERRIBLE, TERRIBLE, CUSTOMER SERVICEI am pretty sure that the good reviews on here are written by their own employees to push the bad ones towards the bottom of the page

This complaint concerns Product, exchange, repair, sales and serviceAfter months of trail and tribulations, Teletrac software systems are not up to dateI have not had any response since March 19, concerning additional update, thus far no updates (scan disk) has been receivedI have made numerous attempts to address all this issue with the *** and Software issue that Teletrac Navnam has been experiencing over this past four monthI have had very little response; only until March did I finally receive a few results from your ELD/software problems
After holding countless documented conversations with all of you over the last four months we have approached our deadline, still with unanswered questions with no one to turn to for answersI have addressed our unit for the last two weeks and was told by Mr*** that an answer was in the worksI understand your company has been completely overwhelmed, that is no excuse! Your customer service experience has been th

We’ve worked extremely hard and offered numerous solutions. The customer has refused to partner with us in resolving their concerns and has tried on several occasions to bully our staff and thwart our efforts to assist Although we are well within our rights to press the customer to work with us to solve their challenges, we have decided to cancel our agreement with this customer

We have been having issues with the ELD Units since July with the units not being able to be tracked or drivers being able to log in for the HOS We have called numerous of times with long holds or agents that are not trained or experienced enough to be called customer service agents We have lost a lot of customers, money, and business because we can't track freight or trailers that we are hauling; around November we lost complete real-time tracking with one of our trucks that hauls freight for our major contact We called several times a day only to be placed on hold, or be transferred to another extension only to get a voicemail in which we have left multiple messages with no callback In December we did get ahold of someone without a long wait, we explained to the agent on all the issues that we are having, all the trouble tickets that have been created and with trouble with driving logging into the system only to be kicked out or unable to log into the units I expl

We apologize that the customer feels that Teletrac was unresponsive with this issue, and because we continually strive for customer satisfaction we decided to raise this complaint to our Vice President of Operations and as a gesture of goodwill, he approved clearing the balance, has removed the
account from our agency, and has cancelled the unitsTell us why here

*** *** North Richmond: Customer states they are out of business. Collection trying to work out settlement with customer

My business had of these units installed and shortly thereafter shut down and became insolventThe service was not used, even onceI called to cancel the service in August and was told the cancellation would be put throughIn Oct received a collections call, and the agent said there was no cancellationSeveral phone calls later now, I find out that the "cancellation" was only to shorten a year term to year term, and I continue to get collections calls for a service I never used
It's ridiculous to charge for a service that was never usedEven ***/***/etchave a reasonable exit fee to recoup cost of equipmentThis is extremely bad customer experience and customer service

Thank you for sharing your concern. We wish to work with you to an agreed resolutionYou will receive a request for additional information from you customer account manager.Thank you,Teletrac Navman Team

We are very sorry to hear that you have experienced service challenges with our company. We have researched your complaint and have found that contact has been made with your company on 1/During the troubleshooting it was determined that we need to replace a Bluetooth module. That
module was shipped two days later on 1/19. We have opened up a work order to have a tech come out and repair what is needed on your company’s unit. Thank you,Teletrac Navman Team