Teletrac Navman

Revdex.com:
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.
[ I would like to know how you can say I have not given you a chance to fix the issues.  I have called customer service/ tech support almost every day since we got these units installed.  I have had the technicians out now 3 times 5/6/16 the date of installation, 5/23/16 first attempt to fix 3 of 11 trucks.  Which resulted in 0 of the 3 being fixed. 6/10/16 technician here to fix 1unit and 6/14/16 to fix another unit.    I have called emailed and even sent pictures to show the issues.  I am not sure what more I can do to try to get everyone to understand the frustration on the tracking portion we are having.    As far as the Garmin units we were promised them when we were sold the units.  We never received the Garmin units.  Yes you did ask if you could come replace the existing GPS units with the Garmin however since you all keep saying it’s in your contract we asked where does it say we have to allow you to change units.  It just says to fix the existing equipment which you are unable to do.    The biggest issue we are having is with the tracking of our trucks.  There is no real time tracking as was promised.  It’s about a 15 minute delay in your system.  We are a tow truck company and need to know where trucks are at all times.  Even the technician you sent our here stats your system is a 15 minute to 45 minute delay.  Every time I call or email I get told someone will get back with me within 24 hours and that still has not happened.  Yes a technician has come out and the units still are not working correctly.  I now have 6 more units that are not tracking properly.  We have had this system since May 6th and the units are still not working properly is that acceptable to you?  As a consumer don’t we have a right to file a complaint when service is not working?I have approximately 20 pictures of where the trucks are sitting in my yard and they show some where else on the map.  I just want the tracking to track properly and timely.  At this time I have to call each driver to ask where they are at and so I can send them to there next call.  ]
Regards,
[redacted]

The customer was strongly suggested to use our solution that would meet their needs and they refused, the customer wanted to use existing hardware which we explained would not work, therefore we could not move forward. However, because we strive for excellent customer service we...

will allow the customer to cancel and refund monies to their contract paid in the amount of $1,775.29.

[redacted] thank you for sharing your recent concern.  We value your business and are disappointed in the experience you had.  You will not be required to sign a new agreement. Nothing in your agreement nor promo pricing would change. We will have someone reach out to you and...

schedule installation.  We are here to work through your concerns.  We look forward to working together with you in turning the account around.                Thank you,      Teletrac Navman Team

Thank you for sharing your concern.  We are unable to identify your account.  Please update the account name and any other identifying information that was on the box. Thank you,Teletrac Navman Team

We believe there was a misunderstanding in the ordering process between our customer and [redacted].  After issues were raised, in good faith, we immediately offered the customer exchange for Garmin Tablet devices- at no additional charge, to resolve installation issues on the three units...

mentioned as well as increase the polling frequency.  We have also offered to restart implementation on our newly released Web Platform- Director- in order to address concerns they had with mapping and also to give associated credits.In addition we offered an associated action plan which included sending a technician out to fix the installation issues on the 3 (of 24) units and replacing the existing tablets, but to date the Customer has not been prepared to allow access and hope they will change their mind.

[redacted], please accept our apologies for the challenges you faced reaching customer support. The demand for ELD has put great stress on our call center capacity. We will have your account rep reach out to you.Thank you,Teletrac Navman Team