MD
Empty promises, poor customer service
We chose this software for the reports that were available, although as time went on there were many issues all around. As a basic service, sure it works fine but don't rely on it for any realtime usage. The customer service has been frustrating. Every few months someone else calls or emails to let us know they are our "new service rep" and if we have any issues to let them know. This is AFTER we've already contacted them or are in contact with them with problems. Some of the many issues are inaccurate time readings between the Trips report and the Breadcrumb report, lack of alerts, real-time tracking, communication issues with customer service reps, failure of GPS network connection to devices, and receiving invoices days after the due date- via email for crying out loud! It took many useless phone calls of "updating" our software each time before they finally sent new units, telling us ours have been outdated for a while now. To suspend service on any of our vehicles- broken into service fee/tracking fee- the service fee is more than the actual tracking fee and only a fraction of savings. 6 months into their LOOOONG term 2 year contract with cancellation fees we were highly disappointed. And stuck. And still another year to go. Each time we tried to resolve an issue we were delegated to yet another representative to "solve" our problem. I even contacted the BBB as a last resort- they aren't even in the database! Once the BBB got involved we finally started seeing some results but just 1 month later the same issues are happening with tracking and billing. We've checked the original terms agreement emails that were sent and oh, they are no longer available to view. Go figure. Don't get stuck with empty promises and a long term contract that will cost you an arm and leg to get out of with this company. We also know Azuga will reply to this review with a standard "We're sorry to hear this, we will pass your information on to our customer support team and resolve any issues you have". If customer support was so great we wouldn't have these recurring issues in the first place. And it'll likely be yet another new person who calls and we go up the chain of command with more new reps who will make more empty promises and nothing will happen, again.