What do you dislike about Motive?
Our company has been using Motive, previously known as KeepTruckin, for three years, and our experience has deteriorated significantly since their rebranding to Motive. What was once a reliable service has turned into a frustrating, disorganized, and unprofessional nightmare, prompting this review. Below, I’ll detail the issues we’ve faced, particularly with customer service, sales, equipment disputes, and their overall lack of accountability.
When we first started with KeepTruckin, the service was satisfactory, and we had no major complaints. However, the transition to Motive marked a sharp decline in quality. The most glaring issue is their customer service and sales teams, which are nearly impossible to communicate with due to language barriers. The representatives we’ve dealt with have, at best, broken English, making phone conversations confusing and unproductive. Their sales team even suggested we switch to texting for clearer communication, but this barely helped—their written English is equally difficult to decipher, filled with errors and vague phrasing that leaves us guessing their intent. This lack of clear communication is unacceptable for a company servicing businesses that rely on timely and precise support.
Our recent experiences with Motive have been particularly infuriating. Two years ago, we returned a damaged ELD unit with broken pins, following their return process. Despite this, Motive claims they have no record of the return and continues to charge us for the equipment. This reflects either gross incompetence in their record-keeping or a deliberate attempt to extract unwarranted fees. When we’ve tried to resolve this, we’ve been met with endless runarounds, with no resolution in sight.
Most recently, we attempted to order two new ELDs with AI cameras for trucks scheduled to depart for a project on Monday. This process has been an absolute disaster. Getting in touch with our so-called “account manager” was impossible—they were unresponsive, leaving us no choice but to contact sales. When our office reached out, the sales team demanded irrelevant information, such as the size of our entire fleet, including both DOT and non-DOT vehicles. We made it clear that this was none of their business; we simply needed two ELDs for two new trucks. Their insistence on pushing a sales pitch instead of fulfilling a straightforward order was maddening.
Frustrated, we escalated the issue to the owner of our company, hoping his involvement would expedite the process. Unfortunately, he encountered the same incompetence. When he called Motive, he was transferred to sales, only to be given the same irrelevant spiel about fleet size. When he reiterated that he only needed to order two ELDs and cameras, the representative shockingly admitted they couldn’t assist with the order. Confused, he questioned why he was sent to sales in the first place, only to be told it was “after hours” and to call back at 8 AM EST. When he followed up at the specified time, he was informed that their office actually opens at 9 AM PST. This level of miscommunication and inconsistency is beyond unacceptable—it’s a complete breakdown of basic customer service.
Over a week later, we are still without the ELDs we need, jeoparding our operations and risking project delays. Motive’s inability to handle a simple order, coupled with their disorganized support structure and poor communication, has pushed us to our limit. We are now actively seeking an American-based ELD provider with customer service agents who can communicate clearly in fluent English and prioritize customer needs over unnecessary sales tactics.
In conclusion, Motive has proven to be an unreliable and frustrating partner. Their lack of accountability, ineffective communication, and failure to deliver basic services have cost us time, money, and patience. We strongly advise other businesses to steer clear of Motive and look for a provider that values professionalism and customer satisfaction. We regret our three years with them and are eager to move on to a company that respects its clients.
This review expands on your thoughts by organizing the issues into clear categories (customer service, equipment disputes, and ordering issues), providing specific examples, and emphasizing the impact on your business. It maintains a professional yet critical tone to convey your frustration effectively. Let me know if you’d like further adjustments or additional details included! Review collected by and hosted on G2.com.
