Earthsearch GPS tracking system was installed in my car -$400 investment. President of Earthsearch wanted my SSN to set up an account for monthly service, but didn't need it for (1) yearly payment - $275 investment ($675 invested from day 1). This is the 3rd system, from Earthsearch, that has been installed and all 3 have been cancelled and returned due to problems with the system and services at Earthsearch.
Earthsearch computer system wouldn't pick up my car once the system was installed. Earthsearch sent a technician to replace my unit with a different unit (without consulting the original installer - this will be important later). Technician left my car unable to start and had to come back the next day to repair his own installation.
Over the next month, I spent hours trying working with Earthsearch to get the system to function.in addition, they added cell phone texting to my account for free, despite my dispute that their brochure says nothing about texting warnings being additional charges.
I have documentation of the complete situation from beginning to end - including:
*Over 60 emails to the president, customer service, account manager, director of operations and numerous technical support personnel.
*Hours of documented phone conversations with the same people.
In the end, Earthsearch agreed that they couldn't get the system to function properly, and the president was not willing to stand behind his product.in the end, as a last effort to resolve their dilemma, Earthsearch was willing to invite me to their office for a visit and show me their company, but not refund my investment in a faulty product.
After turning over all of the documentation to American Express for a dispute resolution, they decided to refund my $275.00 yearly service fee. Earthsearch's president would not acknowledge that they accepted responsibility for refunding the $400 system, even though they chose to replace it without involvement of the original installer. I, along with the original installer and their other customers are trying to inform others of the potential problems that may be present by purchasing from this company.
I have never seen a company so "customer UNfriendly" in my life, from the CEO on down to the technical support manager (one note the tech support guy I worked with was great, but was also quitting the company shortly after my situation).
I have since sold the car, with the system in it, with the understanding from the new owner, that sooner or later I will have to get the system removed. The installer, Maw and Paw Keyttle, has also filed reports and is in dispute with the company of all 5 systems that they initially purchased for resell. I am also filing with the BBB and FTC.
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