Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/07/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  REMOVEDinitial made us believe there would be no issues in getting the PBS system set up and we could cancel some 3rd party vendors. REMOVED, the REMOVEDsales REMOVEDreassured me that REMOVEDwould not take any actions against me if we were not happy with their system. I paid the $10,000 deposit and signed the contract. After this it cost us $15,000 to update our network to meet their requirements. Nearly a year later and an additional $30,000 installation fee we started. The data transfer that was suppose to take place before the go live week, did not happen until the live week, even though they were in the system twice transferring files. It was not until later that we found the information had still not been transferred correctly and important information we needed to operate was not transferred. During the installation it was recommended for us to keep using 3rd party vendors like E-leads, that we expected to be able to cancel. The features of REMOVEDwere supposed to cover what these other vendors did but that was not the case. After 3 weeks the office was unable to balance any of the accounts, and our inventory was a complete mess with vehicles and parts not showing up. The biggest issue was the inconvenience to our customers in all our departments. We tried to work with REMOVEDthrough phone calls and emails to fix the issues I personally called to try and speak with the owner of the company about the list of issues, but he would never return my call. We requested that someone from REMOVEDcome back to the dealership to help the accountant resolve the major issues. REMOVEDrefused to send anyone back out. We were unable to properly serve our customers. We finally had to make the decision to return to Autosoft. We have had to hire extra help in the office and have had the accountant out multiple times to get our books back in order. After all this REMOVEDis wanting us to pay a $170,000 buyout to get out of the contract. We shouldn't have to pay that with all the issues.