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Mitchell Repair Information Company

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Reviews Mitchell Repair Information Company

Mitchell Repair Information Company Reviews (8)

Review: My business had a trial period to use Mitchell1 and a representative, the one that initially set the account up, would contact the business at [redacted] asking how we were doing. My office manager tried to use the product 1 time, told the lady that she got on it and it was difficult to use and they should just cancel it and the lady said well let me extend your trial period. However the company did not document this call that the lady made, which the company states they record ALL CALLS, and now the company is acting like we are at fault and want to charge us a monthly fee of $169.00 or more a month. As a business, this is obsurd and I'm surprised that people deal with this company.Desired Settlement: I want the contract null and voided and the charge that is trying to go through as of 6/23/15 to be refunded as well as any future monies the company tries to take

Business

Response:

Good Morning,

We have a contract (see attached) which was signed by [redacted]. Our contract clearly states "30 day opt out from date welcome is received" as well as the 14M (14 month) term listed. The customer was given an extension to the opt out on 04/24/15, making their new opt out 05/08/15. This extension was given on a recorded call. The first cancellation request we have is from 05/15/15. We have made our training options clear and are more than happy to work with the customer, while staying within the terms of the contract.

Thank you,

Review: I was contacted in April by a field rep [redacted] rep# [redacted].. about a free two month trial . After a series of calls [redacted] overstreet, had someone contact me to inquire about the program, and to extend it to three months FREE ..,so I could have more time to review [redacted] 1 with my employees and compare to the program that I currently had [redacted] and have used and currently use since 1999. The rep said that I would only review and try the program at no charge ,but I would have to send a voided check and initial the free trial paperwork!1 I WAS VERY HESITANT TO DO THAT .. but she assured me that the mega find print was just giving permission for the free trial period. I was contactecd several times by reps trying to convince me to keep the program ,and I informed them that it was not a stand out compared to ALLDATA ,and my mechanics were not interested in learning a new program..never at any time did the rep say you will now be charged and you have a deadline or else you will be locked into a contract . I have tied to to talk to a LADY IN THE DISPUTE DEPT , [redacted] ,as well as her supervisor, Abigail Lucerno ,both were unhelpful and extremely rude and have made everthing very complicated for no reason ,I just don't want to be commited to a contract that I was misrepresented in signing unwittingly .I was not aware of the contract agreement until I received a drafted amount of $169.00 from my company checking account in July 21,2014 .this voided check that I was assured would only be used to receive free trial .I am requesting that this mistake be resolved and this so called contract be voided and cancelled by the CONTRACT REVIEW BOARD immediately, all funds returned to my checking account. I am extremely disappointed in [redacted] 1 , who I BELIEVED TO BE A GOOD COMPANY!!!, and am very shocked at their tele- markingeting scams. SHAME ON YOU.!!!!!! [redacted]Desired Settlement: I WANT THIS CONTRACT TO BE CANCELED IMMEDIATELYPLEASE

Business

Response:

Good Morning,

Winchester Auto Ctr. in Memiphis, TN ([redacted] 1 account #[redacted]) signed a contract for ProDemand repair and estimating information on 04/14/15. We have attached a copy of the signed contract agreement and signed End User License Agreement, as well as a blank End User License Agreement for clarify. As company policy (this is also noted in the special instructions in the order), we offer a 30 day "opt out period" where the consumer may choose to opt out of the agreement, with no penalty. The terms of the agreement are listed in the term column. There were follow up calls made to the business on 04/22/15, 04/23/15, 04/29/15, 05/04/15, 05/14/15, and 05/28/15. On 05/14/15 the customer was also given a 2 week extension on the opt out period. After the phone call on 05/28/15 a follow up email was sent to the customer as well with instructions on how to opt out if they so choose, and the end date of the opt out period. Our agents and supervisors have offered training and support, which was declined. Training is available in the form of video training, documents, and live training sessions, which can be found http://m1training.net/get2know/prodemand/. This dispute has gone to our Contract Review Committee and has subsequently been denied. We will still provide training and support throughout the terms of the commitment, and this has been marked to not renew at the conclusion of the contract term on 06/30/16 (confirmation #[redacted]). If there are any further questions, please let us know.

Thank you,

[redacted] 1

Review: Co-Owner, [redacted], of [redacted] of Las Vegas and [redacted] of Henderson, contacted Mitchell1 in writing that her business could no longer use Mitchell1's services effective 8/1/2013. She specifically detailed that the contract was NOT signed by an authorized officer of the company. [redacted] and her father are the only authorized signors for contracts and or agreements. She further mentions that all links to their product have been removed and that her company was not using their service. She requested that they stop mailing billing invoices and that she would NOT be paying for services they did NOT receive.Desired Settlement: Remove us from Collections and stop billing us.

Business

Response:

[redacted],

[redacted] had 30 days to evaluate the product. His company agreed to and signed a 12 month agreement. They also signed that they had agreed to the End User License Agreement terms. They started their subscription in May 2013 but did not inform us they wanted to terminate the agreement until October 2013. Per the customer complaint about product content, it is impossible to provide 100% coverage for all vehicles within our product since the original manufacturers do not always provide this to us. Our competitors do not offer 100% coverage for the same reasons. We do provide our customers a toll free content support service that they can utilize when information is not within the product. This service does the research for the customer and provides the information they need typically within a few minutes via fax or email.

For the reasons stated above, we are holding this customer to the terms of the agreement.

Sincerely,

Mitchell1

Sr. Mgr., Client Service Operations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined they have made an error.

They have the wrong customer name and details!

Our company name is [redacted] of Nevada dba [redacted] of Las Vegas. This does NOT resolve my complaint.

Try again & Regards,

Business

Response:

Mitchell1 account number [redacted], [redacted] of Nevada (Owner: [redacted]).

An employee of this company signed a 12 month agreement with us. Multiple payments were made with company checks indicating they were aware of the purchase. The product was also used. The customer had 30 days in which to cancel the agreement and obtain a refund yet we were not notified within this period. Therefore, this company is to be held to the agreements terms. At this time they have been referred to one of our collection agencies.

Mitchell1

Sr. Mgr., Client Service Operations

+1

Review: The Mitchell 1 company rep, [redacted], presented us with an operating system for our company. The program sounded like it would be beneficial to us. On the first day of training we saw that the program was not going to work for us and ceased training. He never was asked to come back to complete training nor did we bring the program live. We did sign a contract, but were not only given 30 days to cancel, but were given an additional 30 days to reconsider our refusal to install. This extra dating to cancel was communicated to us and confirmed in writing by the representative, [redacted], whom we signed the contract with. We communicated the cancellation within that period verbally and in email, but are being charged on our credit card for the system. Their home office said we should have cancelled through them instead of the rep, and refuse to terminate the ongoing charges. I have provided an abundance of documentation - emails, dates of meetings, conference calls and who attended, etc., and they still will not cancel. They state that they view the contract as valid until April 2014. We feel we have been scammed. How would we know there is another cancellation process other than cancelling through the person you signed the contract with? We have written three letters and provided documentation to support our cancellation, and would be happy to provide to you if you nneed it. Any help you can provide to us would be appreciated. We are a family owned one location auto repair shop, and an extra $305 monthly expense for nothing is unfair.Desired Settlement: We would like to be refunded on our credit card where the charges have been made for a program we cancelled, and have never used.

Business

Response:

Revdex.com

4747 Viewridge Ave. #200

San Diego, CA 92123-1688

August 27, 2013

RE: ID [redacted]

[redacted]:

We have received your letter regarding a complaint filed by [redacted] Tire And

Auto (Mitchell1 Acct. #[redacted]).

The customer is stating they never used the product yet it was used from 2/19/13

to 4/25/13. This customer had time to review the product and we would have

terminated the agreement within the first 30 days if we had been notified, which

we were not. Our sales representative has made repeated offers to further assist

them but at this point have chosen not to use it. The customer was aware they

agreed to a 12 month contract. Like any sophisticated software product, time

and effort is needed to learn it. Our company provides video training as well as a

complete online training program for this purpose as well as complimentary

technical assistance.

Sincerely,

Mitchell1

Sr. Mgr., Client Service Operations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

September 4, 2013

Revdex.com of San Diego

[redacted] Ti .. e & Auto, Inc.

Dallas, GA 30132

Phone: [redacted]

Fax: [redacted]

Email: [redacted].net

Re: ID [redacted]

Dear Sirs/Madame:

We did not use the Mitchell1 system as they have stated, and were given an extended 30 additional

days to reconsider our decision to not take their system. The additional 30 days was confirmed in

writing by their representative via email. We cancelled within that 60 day period {4/17 /13) by email,

and the sales rep we signed the contract with responded by email with a short response "I got it". I have

copies of all of these em ails and have provided them to Mitchelll.

When the cancellation notice was sent to our rep we stated very plainly we were only keeping one

program- their Social CRM-and all others were to be cancelled. We were billed for the Social CRM

and have no dispute with that. We have never used their operating system, and will not move our

business information to it ever. Everything has been wiped clean from our computers that their rep

loaded. We were not vague about not wanting their system, and gave them specific features that were

lacking that convinced us their program wouldn't work. Training was not the issue. We did try to be

open minded in allowing their rep to continue presenting his selling points as to why he thought we

should move over to their software, but those specific lacking features were too important to the way

we do business.

We still feel a refund should be made because we cancelled within the guidelines of time and

commitment their representative stated- in writing. Please advise as to how you think this should be

addressed, and thank you so much for your help in attempting to resolve this issue.

Yours truly,

[redacted] Tire & Auto- Dallas,GA

Business

Response:

Revdex.com

4747 Viewridge Ave. #200

San Diego, CA 92123-1688

September 10, 2013

RE: ID [redacted]- Second Response

[redacted]:

We have received your second letter regarding a complaint filed by [redacted]

Tire And Auto (Mitchell1 Acct. #[redacted]).

This issue has been reviewed multiple times by our finance department executive

staff and we responded to this customers request in the last letter to the Revdex.com and

to the customer directly. We feel this issue has been addressed and consider

the issue to be closed.

Sincerely,

Sr Mgr Client Service Operations

Review: Mitchell1 offered a trial of their software with a promise to have my technicians trained in the software to to determine if it would be a useful tool in my location. no training ever took place. I was informed I would receive a call asking if we were satisfied with product and wanted to keep it in order to be charged. No calls was ever made and I never gave a go ahead on subscription. I was verbally promised by sales rep that the only reason my credit card was needed was in order to process billing if we were satisfied with the product. My technicians have tried to use the software in order to try to make it a useful tool. It has not been. I informed Mitchell of this after I received a bill, months later. I have not authorized them to bill the card. I told them. "You record all calls go back and listen to it, I said I would pay for no subscription unless we were satisfied with it." Now, they want [redacted] to honor a years contract for a product that is not useful and we have had no training for. Why would we keep a tool, never get trained for it and pay for it... They asked me to send them a copy of my license to match the signature they have that would authorize charges. Signature did not match. No proper response has been given except a letter from a supposed committee that got together and decided to not honor our agreement. This has been handled in the worst way possible by Mitchell1. It seems like a scam to lock companies in when they express their dissatisfaction with their product, service and customer care.Desired Settlement: RETURN CHARGES MADE TO CREDIT CARD. FOLLOW THROUGH WITH THE PROMISES MADE BY THEIR SALES REP AND CANCEL AGREEMENT THEY HAVE SCAMMED [redacted] INTO.

Business

Response:

Revdex.com - [redacted],

The customer, [redacted], purchased a promotion product that offered 14 months for the price of 12 months. The order form specifically states this. We also offer the option to cancel the product within the first 30 days. Copies of the signed order/agreement and End User License agreement have been provided to the customer which clearly indicate it was sent from his fax machine to us. We were never notified of his desire to cancel within 30 days. In addition, anyone can test our products for 2 weeks by just requesting access without making any commitment to purchase. The customer has used the product and has had access to online training materials and telephone support provided at no charge. The customer will be held to the terms of the agreement until it expires or until they cease making payments, whereby Mitchell1 may take actions to collect any monies owing.

Mitchell1

Sr. Mgr., Client Service Operations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

IN ADDITION TO THIS, THEY HAVE FAILED TO PROVIDED THE RECORDING OF THEIR SALES REP TELLING ME IN WAS 2 MONTHS AND WOULD NOT BE CHARGED UNTIL SATISFIED WITH PRODUCT. NO TRAINING WAS EVER PROVIDED. 1 DAY AFTER MY COMPLAINT I RECEIVED AN EMAIL FOR TRAINING ALMOST 3 MONTHS IN. THIS SCAM IS AN OUTRAGE. MITCHELL PRODUCT IS NOT WELCOME IN MY SHOP AND I HAVE SENT ALL INFORMATION TO AMERICAN EXPRESS WITH THIS DISPUTE. I HAVE ASKED THEIR CUSTOMER SUPPORT FOR ASSISTANCE BUT ALL I GET IS SILENCE AND NO CONTACT INFORMATION FOR "UPPER MANAGE" OR THE THEIR "REVIEW BOARD" THAT DOES NOT EXIST. I WAS OFFERED A PRODUCT WITH NO TRAINING FOR MY TECHNICIANS. I WOULD LIKE TO SEE WHAT TRAINING MATERIAL WAS AT MY DISPOSAL. WHEN I WAS TOLD MY THEIR SALES REPS I WOULD RECEIVE A CALL OR AN EMAIL (THE EMAIL SENT 3 MONTHS LATER AFTER YOU ARE TRAPPED IN THIS BAIT AND SWITCH SCAM). I RECEIVED NO SUCH HELP. IT IS CLEAR THIS IS NOT A COMPANY I WOULD LIKE TO DO BUSINESS WITH. SIMPLE PLAY BACK OF THE RECORDED CALL OF YOUR SALES REPS FALSE PROMISES WOULD EASILY CLEAR THIS MATTER. YOU HAVE A FAX THAT ACCEPTED A TRIAL NOT CONTRACT, NOT SIGNED BY ME. MITCHELL REQUESTED MY DRIVERS LICENSE TO MATCH THEIR CONTRACT THAT DID NOT MATCH. I WOULD RATHER NOT TAKE THIS TO LEGAL ACTION BUT IF THIS COMPANY CAN NOT HELP SOMEONE WHO IN GOOD FAITH TRIED THEIR PRODUCT AND IS NOT SATISFIED BY IT AND THEN TIE THEM DOWN TO AN IMAGINARY CONTRACT, WE WILL NOT BE SCAMMED.

Review: sales rep came into place of business offering a trial of the Mitchell software. I informed him that I already had a similar product, but he insisted I Try theirs to compare. I agreed to sample it I signed, what they are calling a contract, for two free months. He also asked for a voided check for business verification. I received a password and some paperwork on the product. I did NOT receive a copy of the paper I signed. I used the software for about 2 or 3 weeks then was locked out. Even though I had 2 months I was not interested on using this product so I wasn't concerned of the lockout.

I was asked, by the individual who does my banking, what this $159 monthly charge was. It was listed as Mitchell1/snap on. I deal with snap on so it was thought to be my normal monthly bill through them. It was not. I immediately called Mitchell to ask why I am being charged for I product I do not have. they insisted I have a one year contract with them. They then sent me a copy of my "contract" that had a monthly fee written in and a year added to it. Again I was not given a copy at my meeting w/the sales rep. I felt I didn't need anything being it was only a trial version. I had to write a letter stating that I had been mislead by their sales rep and tricked into a contract. I told them I did not sign up for this and never agreed to paying $159 a month.

This supposedly went in front of a review board then was rejected for cancellation.

I never agreed to a one year contract. The paper I signed did not have any prices on it and had only the words two months free. I do have a witness that can verify that the sales rep said No fees will be charged. She, the witness, was also there to hear that this was only a trial.

The sales rep was misleading and lied about the service.Desired Settlement: immediate cancellation of rented software and monthly fees/refund

Business

Response:

[redacted],

We reviewed this customers complaint with us. They did sign a 12 month contract with Mitchell1 and didn’t notify us within the first 30 days of their desire not to keep the service. However, they did not use the actual service and instead only used the two week trial version. As a result, we are cancelling their agreement with us and refunding all of their payments.

Mitchell1

Senior Manager, Client Service Operations

Review: I was approached by a mitchell rep. and talked me into switching repair information from alldata to mitchell. when they sighned u up they do not tell you specifics like they do not have 100% coverage of oe wiring diagrams older then 2002 model year. they told me they are working them in. so now I have to call them everytime I need one. which is a big waste of time. I am constantly calling on issues that the program has and everytime its either unresolvable or will be fixed soon. the whole system is an uncontrolled mess to try and find info. I have tried numerous times to have them cancel contract with failure every time. they have a feedback button on their program that you can hit and let them know of problems. I have dealt with this before. they want us to figure out the bugs in there program while we waste our time and pay them to do it.Desired Settlement: cancelation of contract

Business

Response:

Hi [redacted],

The complaint in contention (ID [redacted]) is directed to Mitchell 1, not Mitchel International. Our Account Team reached out to the customer and confirmed the latter. Please remove this compliant against Mitchell International and reassign to the appropriate party.

Best,

Business

Response:

[redacted]

Las Vegas, NV 89130-3126

August 29, 2013

RE: Ship To Account #[redacted]

(Bill To Account #[redacted] – Additional Accounts: [redacted], [redacted], [redacted] and [redacted])

[redacted] And [redacted]:

Our executive assistant was contacted by telephone on August 27, 2013 requesting the cancellation of the contractual agreement you have with Mitchell1.

Your request was reviewed in detail by our senior executive staff

Mailing in payments for multiple months in your business name is confirmation of the order.

The agreement was signed by one of your employees. Mitchell1 is not responsible to determine who is authorized to sign contracts at your company.

The product has been used extensively by account #[redacted].

Our final decision is that your company abides by the contractual agreement until it expires on May 31, 2014.

Sincerely,

Mitchell 1

Sr. Mgr., Client Service Operations

Once again a new update and a new set of problems. Called customer support and as usual they cannot fix the problem, so I guess it will stay broken until the next new update. Thank goodness I do not run my business that way!

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Description: Auto Repair & Service - Equipment & Supplies, Computer Software Publishers & Developers

Address: 14145 Danielson St, Poway, California, United States, 92064

Phone:

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Web:

www.mitchellrepair.com

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