ComplaintsforSpytec GPS, Inc.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've canceled my subscription multiple times and was told multiple times that it was successfully resolved but they continue to steal money from my bank account.I'd like to resolve this without taking legal action

  Business response

  12/30/2023

  Dear Team, 
  
  I have investigated *******'s case and I can confirm that the issue has already been resolved. 
  
  We have received the verified cancellation request after working hours on 12/14/2023 at 8:23 PM. The tracking plan was canceled the next day at 9:11 AM.  However, we have also confirmed that since the service was active with annual plan, the subscription and the tracker will remain active until the end of 12 months commitment 2/16/2024.
  
  Then ******* connected back on 12/18/2023 after the card was charged again and we have reiterated about the annual commitment. ******* replied to the email confirming the terms was understood. 
  
  Please find attached a copy of the *******'s interaction with us. We hope to get the opportunity to serve him again. 
  
  Thank you for allowing us an opportunity to clarify this. 
  
  Regards, 
  ****
  Spytec GPS

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a month to month gps tracking service for $25.00 with cancel anytime terms specified in the website on 11-13-2023. I input the imei # for my gps tracker and the tracker did not show up on there app or website. I canceled that device and replaced it with a different brand new device purchased from there platform on Amazon and it still did not show up. I immediately contacted them asking them to correct the problem which they did not so I immediately canceled my gps plan with them hours after starting service. I sent a follow up email stating that I was going to contact my financial institution the following day to dispute the charges since No gps trackers were showing active on my account.A lady immediately called me from their company and I expressed my concerns that I had read there BBB complaints and noticed that they had complaints of customers stating that they signed up for a monthly cancel anytime plan and that they were attempting to force them into an annual 12 month plan and the lady stated that that is a $25 a month annual plan and that I am on the $24.95 monthly cancel anytime plan and she verified that I had already requested cancellation and that I would not incur any further recurring monthly charges.. I asked her if she would confirm that I am on the month to month cancel anytime plan via email and that I had already requested cancellation and that I would not be charged any additional monthly charges in the future and she stated that she would send that email immediately.Upon hanging up she sent an email over talking as if all of my problems had been solved and did not mention anything about the confirmation that I had already canceled my plan and that I would not be charged any additional fees in the future.Since she did not do what she stated she was going to do I found this to be a big red flag and question there true intentions .At this time I am wanting to cut all ties with this company forever.

  Business response

  12/10/2023

  Dear Team, 
  
  This is Huda with Hapn GPS, formerly known as Spytec GPS and thank you for giving us the opportunity to represent the case. 
  
  - I have investigated ******'s case and I can confirm that the complaint is partially valid. ******'s old 2G tracker was activated on 11/13/2023 with a monthly plan and he contacted us from an unregistered email address - ************************ reporting it wasn't working. 
  
  - After the account was verified, we offered to send a replacement tracker right away. ****** had a newer tracker in hand and swapped out the non-functional tracker with the new one. He replied to the email seeking assistance to get the new one working.
  
  - We called ****** and got the new tracker working under 2 hours. We also assisted ****** cancel the subscription on the same call to ensure he is not charged after the current billing cycle ends. However, ****** was right. The representative sent a confirmation of the issue resolution and missed to confirm him about the cancellation in the same email. 
  
  - Then ****** replied to the email after support hours (we are open till 8:00 pm eastern time during weekdays) demanding the cancellation confirmation and advised he will be reporting this to BBB. 
  
  - We have sent the cancellation confirmation email the next morning (11/14/2023). 
  
  I can confirm that everything was done as requested by ****** except the fact that his last few responses could not be addressed since they were received off working hours. The support team operates from 8:00 AM to 8:00 PM eastern time during weekdays and on weekends we are available from 8:00 AM to 5:00 PM eastern time. Please find attached the screenshots to support my findings.
  
  We are keen to assist ****** in anyways we can. Hoping to serve him soon again. 
  
  Regards, 
  Huda
  Spytec GPS

  Customer response

  12/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The business, (Hapn)'s response alters our communication timeline in an attempt to minimize their lack of professionalism and to insinuate that they were helpful and transparent which is far from the truth. The business never responded to my concerns until I threatened to dispute the payment with my financial institution at which time they called immediately and then they still didnt do what they stated they would do after the call. I had to contact my financial institution the next morning to obtain a refund & to guarantee no recurring monthly charges by canceling my debit card. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  12/29/2023

  Hi Team, 
  
  After further investigation, I found ******'s response to the claim rather unreasonable!
  
  In my first response I have already clarified the fact that we failed to send the cancellation confirmation email the same day! Then ****** followed up at 8:00 PM eastern time which was responded to the next day since the support team operates from 8:00 AM to 8:00 PM eastern time during weekdays. Our standard turn around time for a request is 4 working hours. Please find attached the email communications with ****** with timeline again. 
  
  We absolutely understand it could be stressful if a request is not processed within the expected timeline. However, we take pride in saying that we don't hold back when there's an opportunity to make things right. We highly appreciate the customer's time and business with us. 
  
  I'd like to thank ****** for his candid feedback. We'll be glad to serve him again. 
  
  Wish you a wonderful year ahead. 
  
  Regards,

  Huda

  Spytec GPS 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I can not contact Spytech/Hapn to cancel my tracker. When the account was set up at no time was i told that it would be a one year contract.

  Customer response

  10/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a cancellation in March and they charged me for march, April, and May. Their website says cancel at anytime but they refuse to cancel. Now they are saying they made a one time accommodation but they wont refund me for the two months. My fianc has the same issue. Theyre stealing money for a service that is not being utilized.

  Business response

  05/15/2023

  Dear Team, 
  
  I have investigated ******'s case and I can confirm that her complaint is invalid. Here's a full analysis of this case - 
  
  1. ****** activated the *** tracker on 2/3/2023 with an annual subscriptions (12 month commitment) and availed the discounted subscription price of $25/month (the monthly subscription without any contract costs $30/month and can be canceled at anytime). The annual plan cannot be canceled prior to the end of full annual cycle since. I have attached the subscription options shown when activating a tracker to clarify this.
  
  2. We have received a cancellation request on 5/3/2023 from ******. The tracking plan was canceled as requested on the same date. However, we have also confirmed that since the tracker was active with an annual plans, the subscription and the tracker will remain active until the end of 12 month commitment - till 2/2/2024.
  
  3. Then ****** replied to the email claiming she has requested the service to be canceled in March which could not be validated with her registered email address ********************* or phone number ************. Our record shows we have not received any request from ****** prior to 5/3/2023. 
  
  4. Then we have suspended ******'s tracker to ensure the automated payment tool does not try to charge the card on file. 
  
  5. We have spoken with ****** the next day (5/4/2023) and also sent a follow-up email confirming that although no cancellation request was found prior to 5/3/2023, the subscription was fully canceled and we have also made an exception to the terms of service (*****************************************) that clearly states *** Services are non-refundable and refunded the last charge. 
  
  6. We have also asked ****** to provide an evidence of any prior cancellation request and confirmed we will refund back to the request date. However, ****** did not provide any evidence. 
  
  Please find attached a copy of the ******'s interaction with ** and the refund receipt. At this point, we don't owe ****** anything.
  
  We hope to get the opportunity to serve ****** again. Thank you for allowing us an opportunity to clarify this. 
  
  Regards, 
  ****
  Spytec GPS (powered by Hapn)

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a refund TWICE from this company as I am no longer interested with their service. They have no live customer service help! They do not respond to any inquiries and they are considerably unprofessional! I want them to stop charging my card!!!! I have attempted several times to I have 3 different types of proof of my request !!

  Business response

  05/07/2023

  Dear Team, 
  
  I have investigated *****'s case and I can confirm that his complaint is partially valid. Here's a full analysis of this case - 
  
  1. ***** activated the first tracker on 3/08/2023 and another tracker on 3/25/2023 with annual subscriptions (12 month commitment) and availed the discounted subscription price of $25/month (the monthly subscription without any contract costs $30/month and can be canceled at anytime). I have attached the subscription options shown when activating a tracker to clarify this.  
  
  2. We have received a cancellation request on 4/5/2023 from ***** after support hours and replied to it on 4/6/2023 at 10:58 eastern time advising that his service plans were canceled as requested. However, we have also confirmed that since the trackers were active with annual plans, they will remain active with the subscription until the end of 12 months commitment till 3/7/2024 and 3/24/2023 respectively. ***** did not contact ** after that. 
  
  3. We have then received another cancellation request on 4/25/2023 from ***** after the card was charged again requesting the last two charges to be refunded. Within an hour ***** was contacted back through email confirming that this time we have made an exception to the terms or service (*****************************************) and removed the trackers from his acocunt to suspend them right away. We also confirmed this terminates the annual commitment and he will no longer be charged. 
  
  4. However, I found that *****'s refund request was not addressed in the email response. As per our terms of service, the monthly charges for the service are non-refundable. 
  
  6. Therefore, I have now refunded the last two transactions that went through after *****'s original cancellation request on 4/5/2023. Please find attached the refund receipts. 
  
  We hope to get the opportunity to serve ******* continuously in the coming days.
  
  Thank you for allowing ** an opportunity to clarify this. 
  
  Regards, 
  **** **** ********* ***** ** ****** ****

• Initial Complaint

  02/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have tried to cancel this service for months no one is never available to talk to and they keep charging my card

  Business response

  03/30/2023

  Dear Team, 
  
  After investigating we can confirm that ****** has never requested cancellation of service with us prior to March 8th, 2023. Here's my finding with ********'s claim: 
  
  1) ****** paused the subscription for 90 days on 10/1/2022 and the subscription charge was skipped on the regular payment date, the 5th on October, November and December. 
  2) The subscription was auto-renewed on 1/5/2023 and the tracker was reactivated. 
  3) The same page that allows to pause the subscription also has an option to proceed with cancellation down below. I have attached a screenshot of the page for further clarification. 
  4) When ****** contacted us on 3/8/2023, we have canceled the subscription right away. However, ****** has already disputed the subscription charges from January and February. 
  5) Although as per the terms of service (*************************************************), the payment for the subscriptions are non-refundable, we have offered ****** to make an exception and refund the charges if the disputes are withdrawn. 
  
  Please find attached the screenshots to support my findings. At this moment, we don't owe ****** anything. However, we are keen to assist ****** in anyways we can. Hoping to serve him soon again. 
  
  Thank you!
  
  Regards, 
  ****

  Spytec GPS (Powered by Hapn)

• Initial Complaint

  12/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 8, 2022 I canceled my activation of a gps device. I received an email that the account was closed and service would end at the end of August. Since that time, my credit card continues to be charged. I have disputed the charge with my credit card company, however, more charges keep appearing. There is no phone number to get in touch with someone and I have tried to use their online chat feature. That did not go well because it's system default to wanting to cancel services, which I already did. I have documentation to verify that the account was canceled and that I would not be charged for the service.

  Business response

  12/31/2022

  Dear Team, 
  
  I have investigated *******'s case and I can confirm that we have already refunded the last transaction when she contacted us on 12/20/2022. *******'s complaint is partially valid and we are sorry for the inconvenience caused. Please find my complete analysis for the case below- 
  
  1. 8/8/2022: ******* paused the subscription directly from the *** portal which generates the following ticket automatically. However, on the same date support representative failed to provide correct information and confirmed the subscription was canceled instead without making any changes (this was a human error). 
  
  2. 8/27/2022: The payment skipped on the regular payment date since the subscription was paused. 
  
  3. 9/25/2022: The automated payment tool charged the card for 1 days service ($0.8) and reactivated the tracker. This attempt triggers if the tracker should be automatically reactivated or remain suspended. Since the payment was cleared, the tracker was reactivated right away and the card was charged on 9/27/2022 for the full amount of $24.95 followed by two more transactions on the following months 10/27/2022 and 11/27/2022 
  
  4. 12/16/2022: ******* raised a cancellation request through the chat bot which was processed by support representative within 2 hours and this is when it was identified the account was originally paused
  
  5. 12/19/2022: ******* provided a screenshot of the cancellation confirmation email she received on 8/8/2022. 
  
  6. 12/20/2022: We acknowledged the mistake and suspended the *** tracker right away and attempted to refund all the four transactions went through after 8/8/2022. However, the refund attempt for the transactions dated 9/25/2022, 9/27/2022 and 10/27/2022 failed since ******* has already disputed these through her bank. That being said, we could refund the last transaction that went through on 11/27/2022 right away.
  
  Please find attached the screenshots to support my findings. At this moment, we don't owe ******* anything. However, I'd request ******* to lift the disputes so that we can refund those three transactions as soon as possible. 
  
  Looking forward to resolve this up to her satisfaction and serve her again in future. 
  
  Thank you for allowing us an opportunity to represent. 
  
  Regards, 
  ****
  Spytec GPS

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this plan 5/31/2022, and I cancelled this plan as it was no longer needed 8/15/22 and 8/29/22 ( I had two plans) so I thought, the entire time my card was being charged ***** for both plans, but I canceled it how could that be possible. The agent explained : So, you have activated the tracker with the yearly sub instead of monthly! That's the reason why your payment stayed active. To resolve this, we can remove the tracker from your account and right away the tracker will no longer show when you login to the *** website or the mobile app. This will also cancel any future payment.Why as a consumer would you ask to have the tracker removed, cancellation mean cancelled, they didn't disclose that I had to have the tracker removed in order for it to be considered closed, I just found out those details today

  Business response

  12/15/2022

  Hi team, 

  I have investigated ******'s case and I can confirm that she activated two trackers on 3/31/2022 with the annual subscription and availed the discounted subscription price of $25/month (the monthly subscription without any contract costs $30/month). So, when the tracking plans were canceled, the system scheduled to stop the subscription by the end of the payment plan on 3/31/2023 and the trackers remained active as well. Please be advised, this is clearly mentioned during activation and I have attached what the end users get to choose from during activation. 

  That being said, when ****** reached out to us, we have made an exception and stopped the annual payment plan right away, and to do that, the trackers had to be removed from the account. This will also let ****** reactivate the trackers with the monthly plan when needed since she did not have a plan for long term tracking. 

  Thank you for allowing us an opportunity to represent. 
  
  Regards, 
  ****
  Spytec GPS

*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. ↩