ComplaintsforRoadtrippers LLC

• Initial Complaint

  09/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Subscription service sold without option for refund despite attempting to cancel subscription.

  Business response

  09/12/2024

  We're sorry for any frustration or confusion regarding your subscription. We most recently contacted you on 9/10 to discuss potential solutions and are awaiting your reply. Please reply to that email from our Support team at your earliest convenience so we can assist you further. We appreciate your patience and look forward to resolving this together.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was planning A road trip to ******* to bury my grandmother and thought it wise to try out an application to plan. I understood I had signed up for a one week trial, but after my initial download of the app, I was unable to access my account from any other device or the device I had loaded it on. I had made a few attempts to cancel the service on my Apple subscriptions, but was unable to see where cancel outside of the app. I checked for any emails that would tell me about my account login or if there is a charge coming for a year-long subscription… And I have none in my inbox. I reached out to customer service and hoped that they would be willing to refund me since I was having technical issues with the app, was unable to use it, and if I’m being honest, I wasn’t happy with the performance of the app when I tried it. Customer service informed me that I am not eligible for a refund due to their policies. I find this to be poor practice for a company. I will not be using their service over the course of the annual subscription. I have now automatically been enrolled in. I am here to request a refund. I did not enjoy your app, I was unable to login to the app, and I will not be using it. After requesting this refund and being denied from customer service, I feel like I’m being stolen from. Please advise.

  Business response

  10/16/2024

  Thank you for your patience. We understand how challenging it can be to navigate technical issues, especially during such a difficult time.
  
  We see that you experienced difficulties accessing your account and expressed dissatisfaction with the app. While our customer service team informed you of our refund policy, we want to work with you to ensure you get your money back.
  
  Currently, the dispute filed with your bank is under review, and the outcome will determine the resolution. If the dispute is resolved in your favor, you will retain the refund. If it's resolved in our favor, we will issue a refund accordingly. Please contact us at support@roadtrippers.com if the dispute is not resolved in your favor.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Used a free trial then paid for 1 year subscription. Turned off auto-renewal on my phone. Just received another charge for annual subscription. Just another crooked company taking advantage of auto-renewals for their income on a sub-standard product.

  Business response

  07/10/2024

  We apologize for the frustration you experienced with your subscription renewal. Your annual membership, which began on July 2, 2022, renewed automatically as per our subscription policy. A renewal reminder email was sent to you on May 31, 2024 to ensure you had time to review and manage your subscription settings. It appears that the auto-renewal was not disabled within this period, and the subscription renewed on July 2, 2024.
  
  Your membership was purchased on our website, so you would have needed to manage the subscription through your account settings on our platform. The renewal reminder included a link to the subscription section of your profile settings.
  
  We are unable to issue a refund due to the dispute filed with your credit card company. Once a dispute is initiated, our ability to process a refund is restricted. Your subscription was canceled immediately when the dispute was filed, so it is no longer active and there will be no further charges.

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I cancelled this subscription on the app immediately after purchasing last year because I wanted to avoid the auto-renewal.  It obviously did not work.  Also, their response indicates they sent a notice of renewal which is a blatant lie.  I am extremely meticulous about my email, my inbox is maintained below 20 messages at a time and I review all messages that go to spam.  This company never sent a renewal notice.
  
  Regards,
  
  ******* *****
  

  Business response

  07/15/2024

  We apologize for any continued frustration and inconvenience you've experienced regarding your subscription renewal. As mentioned, our records indicate that a renewal reminder email was sent on May 31, 2024, to the email address associated with your account.

  Regarding the cancellation, it would not have been possible to cancel within the mobile app or in your phone's ***** or ****** subscription settings. Because the membership was purchased on our website, you would have needed to disable renewal within your profile setting on our website, where the subscription was initiated.

  While we would have been happy to assist with canceling before your membership renewed, there is nothing further we can do now that a dispute has been filed. If you have any further questions or require additional assistance, please contact us directly at ************************.

  Customer response

  07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.  Your indication that you sent a renewal reminder is incorrect and a blatant lie.  I check my email multiple times a day including anything that goes to spam and never received anything from roadtrippers.  I did cancel this membership shortly after the trial period to avoid annoying auto-renewals from companies who do not send renewal reminders.  And yes, the charge is still in dispute, hopefully my credit card company will do the right thing since your company does not.
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a long time subscriber to Roadtrippers, an application which provides mapping and other travel suggestions for road trips. I used the application from 2015-2024. The app offered a free, basic level and a subscription level that allowed for more complicated trip planning. I was happy with my subscription and it was set to auto renew on June 6, 2024. In late 2023, Roadtrippers notified users that it would be moving to a tiered subscription model & higher pricing, but it did not provide users with any information about what the actual new pricing would be or what the different subscription tiers would entail. When my subscription auto renewed on June 6, 2024, I suddenly lost access to my planned trips. The application now requires paying $24 more to get access to those trips because they were now classified as more complicated and therefore required subscribing at a higher level. Roadtrippers gave users no advance warning that we would lose access to our data if we did not upgrade. Again, they did not tell users what the new tears would involve. This was done without any upfront information. I do not believe that Roadtrippers' product is worth $50-60/year. Had I known that these changes were going into effect I would have canceled my subscription in advance of the auto renewal. Now Roadtrippers refuses to refund my annual fee for a product I can no longer use. They did so after changing the terms of service without notifying users. They offered to upgrade me to a higher tier for free this year, but I do not want to leave my credit card number with them or give any additional business to accompany that uses such deceptive and dishonest business tactics. I have deleted all of my data & will not be using the app again. All I want is a refund and for my account to be fully deleted. I do not trust Roadtrippers to keep my credit card information on file. It is really sad to see a once-good product be turned into something that feels like a scam.

  Business response

  06/17/2024

  We apologize for the frustration and inconvenience you experienced with the recent changes to our subscription model. We understand that unexpected changes can be upsetting, especially when they affect your access to planned trips. We genuinely value your long-term support and feedback, and we want to make things right.
  
  While our standard policy is not to issue refunds for annual subscriptions, we understand the unique circumstances of your situation. As a gesture of goodwill and in recognition of your many years as a valued customer, we will make a one-time exception and issue a full refund for your recent subscription renewal. You should see the refund reflected in your account within a few business days. Additionally, we have honored your request to delete your account. We appreciate the opportunity to address your concerns and wish you the best in your future travels.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Poor quality app. I was never informed that they were charging me for a year subscription, all of a sudden a charge of $59 appears on my bank statement for an automatic renewal, which I never signed up for. I contacted them by email the day after and they refused to issue a refund. I will be contacting my bank to dispute the charge. Unscrupulous business practices. There is simply no reason they couldn’t issue a refund for this worthless service when literally nothing has been provided to the customer. Beware.

  Business response

  06/11/2024

  We apologize for any inconvenience you experienced with our service. We understand that unexpected charges can be frustrating. When you initially signed up for our service, the terms and conditions, including our automatic renewal and refund policy, were outlined during the registration process. Our annual memberships are set to renew automatically to ensure uninterrupted service unless canceled prior to the renewal date.
  
  If there are specific issues you encountered with the app, we would appreciate the opportunity to address them and improve your experience. Please feel free to reach out to us at support@roadtrippers.com with any further concerns or questions.

  Customer response

  06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  A refund was not issued, which is what is required to settle this complaint.  Charging automatically with no reminder and then refusing a refund when brought immediately to attention is just shady business practice.  This is the act of a weak, desperate company that knows without these fraudulent charges, they would be out of business.  An upstanding business would simply say, “here’s your money back, please come back anytime.” But these people are holding onto my $60 like it’s all they have left to pay the electric bill, and it very well may be.  This is a dishonest company with shady practices and a product that really isn’t ready for prime time in the first place.  Just awful people and a bad product.  Stay away!

  
  Regards,
  
  **** *********
  

  Business response

  06/12/2024

  We regret that you remain dissatisfied with our service and policies. We assure you that our intent is never to mislead or inconvenience our customers. Our automatic renewal policy is standard practice in subscription services and is clearly communicated during the registration process. We genuinely appreciate your feedback about your experience with our app and our policies. If you have specific issues or suggestions regarding the app's functionality, we encourage you to share them with us at support@roadtrippers.com.

  Customer response

  06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  They refuse to issue a refund even though nothing has been provided.  I did not want another year of this junk product and would happily never look at it again. Clearly, this is a struggling company filled with greedy failures.  

  
  Regards,
  
  **** *********
  

• Initial Complaint

  05/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Answered a promotion offering a year of service with trial period to evaluate the service and determine if it was worth the cost. If unsatisfactory, there was to be no charge. I tried the service and determined it to be worthless, but they refused to cancel the membership and return my money.

  Business response

  05/09/2024

  We apologize for any confusion regarding the terms of the promotional offer you utilized to start your membership. While users are eligible for a 1-week free trial period when starting a new membership at full price, promotional offers like the one you used do not include a trial period but instead offer a discounted rate upfront.
  
  We understand your frustration and regret any inconvenience this may have caused. Upon starting your membership, you received a discount of $9.99 off the first year, which is equivalent to 12 months for the price of 10. Prior to submitting payment, you would have seen the total amount due immediately, rather than a message indicating that the amount would be due after a free trial period.
  
  If you have any questions about how to utilize our trip planner or need further assistance, please don't hesitate to reach out to us at support@roadtrippers.com. We're here to help.
  

• Initial Complaint

  04/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up with Roadtrippers, unaware that they set the account to autorenewel. When I saw the charge hit my account a couple of days ago, I contacted them via email. I got an email (probably automated) from *** saying they would not refund my money. I have read many complaints online and believe this to be a tactic to target the elderly and those not savvy about computers, websites, etc. The default should not be set to autorenewel. The charge to my account was $35.99, which is not insignificant. The email said all they could do was switch the autorenewel off. Tactics like this employed by this company seek to exploit their customers. Additionally, their site is misleading. When I got the charge, I logged into my account and it asked me to select a plan. There would be no reason to select a plan if they had already charge me for one. I'm sure that had I selected a plan, I would have been charged again. Again, dishonest. See attached images.

  Business response

  10/16/2024

  Thank you for your patience. We understand how frustrating it can be to receive an unexpected charge for memberships. While autorenewal is set up to prevent interruptions in service, we apologize if this wasn’t clear at the time you started your Roadtrippers membership.
  
  We’ve also noted your concern about seeing plan options after your renewal, and we’re sorry for any confusion this caused. We updated our membership options and would have seen an option to switch to a different plan.
  
  To resolve the issue, we’ve issued a refund of the $35.99 charge. Please let us know if this settles the matter or if you have any further questions—we’re happy to help.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Apparently, this company bought another company I had an account with “**********” and used the financial information on file with them to charge me for an account “roadpass pro,” I never subscribed to. When I requested a refund they have refused one, despite the service having never been used or accessed. I did not even know about the charge until I saw it on my bank statement, dated 2/21/2024. I contacted them on 3/6/2024 demanding a refund. They contacted me in 3/7 refusing to refund this charge.

  Business response

  10/16/2024

  Thank you for your patience. We understand your concern regarding this year’s charge for your Roadpass Pro membership. It looks like there may have been some confusion about the connection between ********** and Roadpass. ********** has been part of the Roadpass family since before your membership began, and your subscription was set up under Roadpass Pro when you signed up in February 2022. This membership provided access to all Roadpass brands, including both ********** and Roadtrippers.
  
  We did send a renewal reminder on 1/19/24, which included the updated pricing for this year’s membership renewal. However, we completely understand that this situation has been frustrating.
  
  To resolve the matter, we’ve issued a full refund of the $59.99 charge. Please let us know if this settles the issue or if you have any further questions—we’re happy to assist.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recently communicated with "Liz" at Roadtrippers concerning a charge for membership. I believe this company is being both unreasonable and unethical. I signed up for a free trial on Oct 17, 2023. I tried it on my phone and on their website. Prior to the end of the free trial, I removed the subscription auto-renewal from my phone and thought that's all I had to do to prevent future charges. Unfortunately, I didn't realize I had to do something with the online internet account via their website as well. I communicated this to Liz in email, and I asked that the membership be cancelled and for a refund of my $59.99. She said no since they have a no refund policy. I used the app from Oct 17 thru Oct 21 and determined that I wouldn't be using it again, so I removed the subscription from my phone app. I returned from my travel and was paying bills today and was surprised to see the charge of $59.99. I checked the website, and although it does say you need to cancel where you signed up initially, it doesn't mention anything about having to cancel on the phone app AND the website if you used both. Given that I did remove/cancel the subscription from my phone and had no idea that I needed to cancel on their website as well, I believe this is a very dishonest and misleading practice.

  Business response

  10/16/2024

  Thank you for your patience. We understand how frustrating it can be to encounter unexpected charges after a free trial, and we appreciate you bringing this to our attention.
  
  It looks like there may have been some confusion regarding the cancellation process. Our documentation specifies that subscriptions must be canceled where they were initiated—either through the website or the app. We recognize that managing subscriptions through multiple platforms can be confusing, and we appreciate your feedback regarding this. If you canceled one subscription through ***** Settings, it’s likely that you accidentally started two subscriptions without realizing.
  
  To resolve this matter, we’ve issued a refund of the $59.99 charge. We hope this helps address your concerns, and we’re always here to assist if you have any further questions or feedback.

  Customer response

  10/20/2024

  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. I have confirmed as of 10/19/24 that I did, in fact, receive a refund. Thank you so much for your assistance in this matter. 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I downloaded a software program onto my cellphone from " Play Store, called "Road Tripper, that I chose to check it out but never used the service for any RV road planing. I am certain that I did not agree to pay for this software program up front, most playstore apps only cost 99.cents. And Road Tripper Charged My ***** account $39.99 for the software. When I originally downloaded this software I was never routed to the pay for it now finacial transaction process. I tried to locate this companys web page to see if I could get a phone number to call them but to no avail. I also tried to do a BBB search on the Road Tripper LLc but no resualts appeard. Then I decided to extend more internet searches and that is how I was able to find a phone number and address for the "Roadtripper. I tried phone calling the number to this Business a couple of times but nobody answered the phone. I called my bank "***** Bank, to discuss what I should do, and the bank Rep adivised me to try calling the business in question and ask them for a refund. So this is my primary purpose to see if I can maybe have the BBB look into this " Road Tripper bussiness to see if you can help resolve this matter for me and to have the "Road Tripper refund me for the $ 39.99 that they took from me without my consent of agreement. Thank You BBB.

  Business response

  10/16/2024

  Thank you for reaching out. We understand how concerning unexpected charges can be, especially regarding subscriptions.

  The charge you mentioned is associated with a **** ** **** membership that was initiated in May 2021 and renewed in 2022 and 2023. While we have no record of any emails from you regarding this charge or any requests to disable auto-renewal, we want to clarify that the subscription renewed this year under the current name of the membership, Roadpass Pro, on May 6, 2024.

  Your **** ** **** / Roadpass Pro membership provided access to premium features across all of the Roadpass apps, which included: **** **, Roadtrippers, **********, and Overnight RV Parking. We see that you filed a dispute for the 2024 charge on May 15, 2024, which has since been resolved in your favor. As a result, you have received your money back for the 2024 renewal, your subscription is now canceled, and there will be no further charges.
  

  
  

*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. ↩