ComplaintsforAutobrain LLC

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Autobrain and relied on their advertising. It was working in the beginning and then after about a week, it went out. When I would call customer service, the representatives would seem annoyed with me. One lady said that she would "reset" the Autobrain when it stopped working. I paid for the device (which it turns out is a rental which they do not tell when they sell it to you) and the are charging me **** a month for the services. It kept telling me that everything was o.k. with my car when it was not. The device wound up draining my battery and getting me stranded over New Years Eve week. Their call center has not been taking any calls for the last two weeks and when I called for a tow, they said I do not have the service. The device drained my battery and I had to pay for a new one and now my car smells like burning electrical smells. I am very upset about all of this and the fact that they will not even return a call and they are very rude when you do get ahold of them. This is costing me money and time a lot of stress.

  Business response

  01/12/2024

  
  Dear *********************,

  We sincerely apologize for the inconvenience and frustration you have experienced with our Autobrain services, and we appreciate you bringing these concerns to our attention. We understand the importance of reliable service and regret any negative impact on your New Year's Eve week.
  
  Upon reviewing your complaint, we identified that our services were disrupted due to an unforeseen server outage. Our technical team worked diligently to address the issue promptly, and we are pleased to inform you that our services have been successfully restored.
  
  We understand that the customer service experience you encountered during this time fell short of our standards, and for that, we apologize. It is crucial to us that our customers feel valued and supported. We have taken immediate action to address these concerns internally and ensure that our representatives provide the level of service our customers deserve.
  
  In acknowledgment of the inconvenience you've faced, we have taken the following steps:
  
  1. **Refund for Monthly Charge: We have processed a refund for the monthly charge you incurred during the service disruption period.
  
  2. **Free Month of Service: As a gesture of goodwill, we have added a complimentary month of service to your account to compensate for the inconvenience.
  
  3. ****************** Reimbursement: We are actively processing a reimbursement for the roadside service you had to utilize due to the battery drainage caused by our device.
  
  We understand that these issues have not only impacted you financially but also caused undue stress. We want to assure you that we take these matters seriously, and we are committed to making things right.
  
  If there are any further concerns or if you need additional assistance, please do not hesitate to contact our customer support team at **************. We are here to help and ensure a smoother experience moving forward.
  
  Once again, we apologize for any inconvenience caused and appreciate your understanding.
  
  Sincerely,
  
  Customer Support Team, **********************

  Business response

  01/12/2024

  
  Dear *********************,

  We sincerely apologize for the inconvenience and frustration you have experienced with our Autobrain services, and we appreciate you bringing these concerns to our attention. We understand the importance of reliable service and regret any negative impact on your New Year's Eve week.
  
  Upon reviewing your complaint, we identified that our services were disrupted due to an unforeseen server outage. Our technical team worked diligently to address the issue promptly, and we are pleased to inform you that our services have been successfully restored.
  
  We understand that the customer service experience you encountered during this time fell short of our standards, and for that, we apologize. It is crucial to us that our customers feel valued and supported. We have taken immediate action to address these concerns internally and ensure that our representatives provide the level of service our customers deserve.
  
  In acknowledgment of the inconvenience you've faced, we have taken the following steps:
  
  1. **Refund for Monthly Charge: We have processed a refund for the monthly charge you incurred during the service disruption period.
  
  2. **Free Month of Service: As a gesture of goodwill, we have added a complimentary month of service to your account to compensate for the inconvenience.
  
  3. ****************** Reimbursement: We are actively processing a reimbursement for the roadside service you had to utilize due to the battery drainage caused by our device.
  
  We understand that these issues have not only impacted you financially but also caused undue stress. We want to assure you that we take these matters seriously, and we are committed to making things right.
  
  If there are any further concerns or if you need additional assistance, please do not hesitate to contact our customer support team at **************. We are here to help and ensure a smoother experience moving forward.
  
  Once again, we apologize for any inconvenience caused and appreciate your understanding.
  
  Sincerely,
  
  Customer Support Team, **********************

• Initial Complaint

  12/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Autobrain is a GPS Tracker device that is installed in OBD of Car.App on Iphone and or their website is not working.Tried to contact them Dec 27, 28, 2023 via phone and via email *************************************** option you have to leave a message and they never get back. I pay $14.99 per month for the services for last few years.Trying to resolve the issue so I can save my data for which I am not sure if I uninstall the app and reinstall it. Contract Apple Support and they walked through several steps to evaluate and they determined it is a server issue of the company.They must adjust the billing and also resolve the issue. Thanks

  Business response

  01/12/2024

  Dear ***************************,
  
  We sincerely apologize for the inconvenience and frustration you've experienced with our Autobrain services, and we appreciate you bringing these concerns to our attention. We understand the importance of a seamless GPS tracking experience, and we regret any disruption to your service.
  
  Upon thorough investigation, it has come to our attention that our services were indeed affected by an unexpected server outage during the period you mentioned. Our technical team worked tirelessly to address the issue promptly, and we are pleased to inform you that our services have been successfully restored.
  
  We understand the frustration you encountered when trying to contact our support team on December 27 and 28, 2023. The high volume of inquiries during the service disruption period led to delays in our response times, and for that, we sincerely apologize.
  
  In acknowledgment of the inconvenience you've faced, we have taken the following steps:
  
  1. Free Month of Service: As a gesture of goodwill, we have added a complimentary month of service to your account to compensate for the disruption you experienced.
  
  2. Billing Adjustment: We have adjusted your billing to account for the service interruption, ensuring you are not charged for the period when the services were affected.
  
  We understand the importance of accurate GPS data, and we are committed to providing a more reliable experience moving forward. If you have any further concerns or if you need additional assistance, please do not hesitate to contact our customer support team at **************.
  
  Once again, we sincerely apologize for any inconvenience caused and appreciate your understanding as we continue to improve our services.
  
  Sincerely,
  

  Customer Support Team **********************

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been using Autobrain GPS devices for the last 2 years without really any problems. I've had to ask for invoices for credit card statement but other than that, there has been no issues. As of the last week, I have not been able to get to the Autobrain GPS tracking website or get any responses from the support staff.App.autobrain.com Autobrain Support <************************************> via freshdesk.com So far, it looks like I'm going to have to do a chargeback on all of our 18 cars that have the Autobrain GPS devices.

  Business response

  01/12/2024

  
  Dear *****************,
  
  I hope this message finds you well. Firstly, we would like to extend our sincere apologies for the inconvenience you experienced with your Autobrain GPS devices, as outlined in your recent complaint on the Better Business Bureau (BBB) platform.
  
  We understand the frustration caused by the inability to access the Autobrain GPS tracking services. We want to assure you that we take such matters seriously, and we appreciate your patience and understanding during this time.
  
  Upon investigation, we identified that the service disruption was a result of unexpected server issues. Our technical team worked diligently to address the problem promptly, and we are pleased to inform you that our servers have been successfully restored. You should now be able to access the Autobrain GPS tracking website and receive support as usual.
  
  To express our regret for the inconvenience caused, we have added a complimentary month of service to your account. We value your continued partnership and want to assure you that we are taking steps to prevent similar occurrences in the future.
  
  If you have any further concerns or if there is anything else we can assist you with, please do not hesitate to reach out to our customer support team at **************. We are committed to providing you with the high-quality service you have come to expect from Autobrain.
  
  Once again, we apologize for any inconvenience caused and appreciate your understanding.
  
  Sincerely,
  Customer Support Team
  **********************

• Initial Complaint

  04/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have been paying on monthly subscription for over 3 months and needed roadside assistance 2 months ago but when attempting to request roadside assistance I couldn't reach autobrain roadside assistance for help. I ended up calling local towing service for help in getting my car pulled from ice hole In my parking lot. Ended up paying $150 for tow truck to pull me out which was only couple feet, I immediately contacted autobrain customer service for reimbursement. **************** asked for all necessary proof/documents (receipt), which I sent them. They responded by saying it was gonna take 5 business days to get back to me. After the 5 days and still no answer I contacted them and all they said was it was gonna take 30 business days for review team to respond with answer and sorry for the miscommunication for promising to respond in 5 days. Over 2 months now and my emails are going unanswered. I called customer service last week and was told they were in contact with review team to find out why it is taking so long to review my request for reimbursement. I still pay the 14.99/month subscription payment not being able to cancel it. I am now going to have to contact my bank and submit a complaint to stop the payments!!! What a headache! Autobrain is a scam!! I can just imagine how many other people are getting ripped off!! They need to be stopped and sued!!

*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. ↩