ComplaintsforMotorola Solutions, Inc.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We terminated our subscription within the 30-day trial period, yet we continue to experience unauthorized charges and receive threatening emails from them. They have not refunded the money they took from us, which amounts to what they essentially stole.

  

  Business response

  12/13/2023

  What product is this related to?

  Customer response

  12/13/2023

   
  Complaint: 20997586
  
  I am rejecting this response because I am only answering their question and it is not resolved.

  To answer there question, It is for 2 Wave Subscriptions case number 003300255

  
  Sincerely,
  
  *****************************

  

  Business response

  01/04/2024

  An internal request was made to terminate ********** subscription. Additionally, the customer received a refund.

   

   

  Customer response

  01/05/2024

   
  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 Would like to point Out that Motorola Gave me the Run around for 9 Months and didn't issues a refund until Yesterday 1/4/24 Even tho I started communicating with them in 8/2023. If this is posted public I Urge other consumers to make sure they are ready for the non-responsive, and uncaring attitude of Motorola. Also I have only receive a Notice of refund, but not actually received it yet. We will see if they keep their word this time or not.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We reached out to Motorola on 03-07-23 via there online support case system, and created case number ********. Since then we have reached out monthly to customer support and are always told its going to be handled & they will reach back out, or referred to a contact that never responds back to us. Our service contract on our two way radios ended in February of this year & as such our payment for the two way radios ended ($10 per radio, we have two), however we have continued to be billed for the additional $20 monthly amount each month. We should be paying $25.00 per radio since the contract obligation was met, and they agree, but no one can get it done.Can you help us to resolve this? We just want the bill corrected, & credit back. See below conversations & account info for reference. Initial complaint 03-07-23:Account number **********. Transaction number ************************ contact expired last month & the two radios under contract were supposed to be lowered from $35ea to $25ea monthly fee.We had emailed about this in advance and told they would put a note on the account and adjust it manually, which apparently did not happen.Can you help us to resolve this issue?We reached out again today, 12-07-23 & spoke with *************************, this is a transcript of the end of the chat: "That would be great, again we have reached out to ******************************************************** multiple times with no response. We need to escalate this issue to management so that we can hope to resolve it this fiscal year. This is completely unacceptable & everyone forwards us to someone else who never responds, so please forward us to someone who can actually help to resolve this issue.10:09 AM I can advise the fastes way would be terminating and reordering the subscription only 10:15 AM because of what my knowledge is they cant modify the price onde the licenses is under one payment V but i reached out to ***** via DM will need to wait on her response for I can advise further on this".

  

  Business response

  01/03/2024

  On December 11, we proposed a solution within our purview and initiated case ********. Our course of action involved terminating the previous subscription (USS102056693) and reordering the licenses under a new subscription number. We engaged in direct communication with the customer, ********************* *************************** who approved our proposed resolution. Consequently, Subscription USS102453013 was created, encompassing the same licenses previously held by the customer, but with the correct pricing. We terminated the previous subscriptions to avoid any associated charges. To compensate for the inconvenience caused, we offered a complimentary month of service. By December 12, the subscriptions were fully accessible on the customer's account, and ****** confirmed that the radios were active and functioning as expected. Additionally, on DEC 18, we processed customer satisfaction credit for the overcharged months,

  Customer response

  01/03/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Online game who promised to pay money. Have had several issues and I am tired of getting the run around.

  

  Business response

  11/10/2023

  This is related to an online gaming issue. Motorola Solutions does not make products related to online gaming. This would potentially be associated with a cell phone and even then, I'm not sure that makes sense. Please transfer to the appropriate person. This is not a Motorola Solutions issue.

  
  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Motorola attempted to charge us $1,028.13 for services we didn't request. That attempt was cancelled by the business credit card company &they froze our account. Their second attempt was emailing ** with 2 different emails & 2 different amounts. One for $795 & the other for $54.71. I contacted someone from Motorola to dispute this & he didn't want to deal with it, so he transferred me to some music to listen to. He probably was hoping I would hang up. The 1st time we started buying the radios through BEARCOM, purchasing the radios for our school buses, we went through a similar ************ took months before we got our money back. I don't want to deal with them anymore & it's coming to not wanting to deal with BEARCOM either.

  

  Business response

  01/03/2024

  We reached out to the customer on December 18th.
  The customer was informed that there was probably an authorization. We asked the customer to check to see if the authorization was released from their credit card and if not, to confirm the exact amount so we can find it and release it manually. The other charges were explained and the customer was informed that a request to refund the available credit memo was completed.
  
  

  Customer response

  01/04/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased an ******** system a few years ago. We have had numerous problems over this time with functionality. Today we have another problem and nobody answers the phone, so it's my belief that perhaps they have gone out of business or filed for bankruptcy as we now can't get support for our system.

  Customer response

  12/01/2022

   
  Complaint: 18360950
  
  I am rejecting this response because:  inferior design of the project that prevents us from having confidence that our doors are locked.   Separately, no feature exists to lock doors at will. 
  
  Sincerely,
  
  *******************************

  Customer response

  12/12/2022

   
  Complaint: 18360950
  
  I am rejecting this response because:  There is no commentary in their message, just screen shots of my ******** posts and communication which I am aware of.   The company does not answer their phones in sales, support or billing.  If nobody answers the phones in a company such as this, one can only conclude the company is having financial difficulties and cant afford the staff to answer the phones in any department.     I called multiple times and nobody answered, however they did answer a ******** post.   Why do they answer ******** posts and not the phone?      We have since replaced our ******** location with another company and will be replacing our ********* location in the next 2 weeks.    The open path system has zero ability to lock the doors if you want to lock the doors early.   The system I just had installed, allows me to lock my doors when I want to which will override the system settings and I can do this from the admin portal or my phone.   This means if we have to lock our doors in an emergency or leave early, we can easily do so and have confidence our doors will be locked.    Furthermore, the administrative panel in this new system is far more user friendly so creating users and groups is a breeze combined with easily adding holidays.   They way their system is designed is I now have the confidence that my doors will be locked when we are closed.    With open path, I often had to have someone come by the office to double check the doors only to discover the doors were unlocked.      We had problems for years with ******** as there were IP issues, the panel perhaps was installed wrong or the tech company who installed was not trained as well.   It's been a huge struggle which is my reason for extreme frustration.   Who knows what's going on with the company, all I know now is the new company answers their phones as I had to clarify a couple of points after install, but now don't need to speak with them as again, the system is very user friendly.   
  
  Sincerely,
  
  *******************************

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought the Motorola Connect60-2 Camera Hubble Connect Video Baby Monitor Model Number: LUX65CONNECTPU Serial Number: ************* FCC ID (on the base of the unit): VLJ-LUX65PU Purchase Date: September 24, 2021 Device is less than a year old and makes chirping sound intermittently at all hours and can take minutes to hours to stop otherwise it must be turned off and out of use until it stops. Sent an email to vendor. Vendor acknowledged the issue which is well within the 1 year warranty but says the item is discontinued and no longer sold by Amazon (seller) and refuses to fulfill the warranty. This is untrue as Amazon is still selling the exact item.

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