Palmers T.
Azuga experience
At the 2022 Maryland Towman show, I was introduced to Azuga. I liked what the salesperson was selling me and moved forward with a demo. My main interest was the rear aux camera and integration with Towbook—options my current company did not offer. I started with Auzuga in early 2023, but the problems started here. What Azuga was "selling" was not yet available. It was a lie to get the business, and they were not truthful at all throughout the process. My assigned account manager, Hilary, tried to help set up the account for months, but she was new to the company, so there was a learning curve. At first, we were paying for service but were not getting back what we were paying for. Hilary worked as hard as possible to get tech support to fix all the issues. Over four months after starting the service, the aux cameras were delivered. These cameras were a nightmare to get working and never worked 100% for over a year. Some of the issues we experienced were Geo fences not working, PTO alerts not working, or having so many alerts that it was a nightmare, so since they couldn't fix the alerts, the only resolution from Azuga was to turn the alerts off. We had two accidents that were not our fault, but we couldn't prove them because Azuga's equipment was not working and didn't record it. The GPS screen would freeze (to show our truck's location), and you could not track the actual location. Azuga's equipment had to be replaced several times due to equipment failure. Tech support is hard to get in touch with, and when you did get in touch with them, it seemed to me like the rep was reading from a manual because they were not sure what they were doing. Hilary was moved from my account, and Anthony Lucas replaced her in May 2023. I let Anthony know from the beginning that we were frustrated with their system and on the verge of leaving Azuga. I let Anthony know we weren't continuing to pay for a service we were not getting. Anthony said he would talk to accounting and get back to me several times. Still, like everything else he promised, he came back with nothing. Most pushing to resolve issues had to come from me. I had to make contact, or I did not hear from Azuga. I guess that makes sense, seeing the number of clients that are and were having problems with Azuga that he/they were busy fixing problems. Three different times, I asked Anthony to please send us RMAs so we could return their equipment, and he would always respond by asking me to give him another opportunity to fix the list of issues we were having. After a year with Anthony, we had a third account manager take over, and I heard more of the same from the last two and that he would work to get everything fixed. I straight up told the third agent that Azuga had plenty of time to fix the issues and could not, and I could not afford to give any more time to Azuga trying to fix it. Still, to this date, Azuga has not sent me an RMA to return their equipment. Instead, they turned over the account to a collections agency. Again, Azuga was given over a year to fix their problems, but they could never fix the list. This is a breach of our contract.