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:03/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  To Whom It May ********* am writing to file a formal complaint against Tires Plus regarding multiple service issues I have encountered at the ************** location.Last year, I purchased a lifetime alignment package from the aforementioned location. However, since then, I have experienced numerous issues that have severely inconvenienced me and called into question the integrity of the services provided.In October of last year, I brought my vehicle in for an oil change at Tires Plus. Unfortunately, the service was not performed correctly, resulting in significant oil stains on my driveway. Despite Tires Plus offering to rectify the situation by having me return to the location, as a single mother of two living an hour away, this was an unreasonable request.More recently, I scheduled an appointment for an oil change and alignment at the same ************** location. Despite arriving promptly for my appointment, my vehicle remained untouched for over two hours, forcing me to leave without the service being completed.Furthermore, when I made an appointment today at a Tires Plus location closer to my home for an oil change, I was informed by the staff that I do not have a lifetime alignment package in my account. This discovery has left me feeling deeply disappointed and concerned that I have been defrauded.I request that Tires Plus promptly correct my account to reflect the lifetime alignment package I purchased. Additionally, I urge Tires Plus to address the ongoing service issues at the ************** location to prevent further dissatisfaction among customers.I appreciate your attention to this matter and expect a prompt resolution.Sincerely,*******************************

  Business Response

  Date: 03/08/2024

  It would appear this complaint is for a different company. MyCase is a legal practice management software and not associated in any way with Tires Plus. 

• Initial Complaint

  Date:02/20/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  We are a current customer who was sold on this product by the sales person that promised certain revenue reports that were key to our moving our business. She also promised billing would be the same as our previous platform and all functions. We signed up, paid the money and then it went very poorly from there. First, the migration failed three times. It never fully worked so we had to spend alot of staff time manually migrating data. Second, we paid for the product for two months before we could use it given the failed migration. The sales person said she was approved to send us a $400 gift card for our troubles. While insulting, it was something- but never arrived and she stopped responding. Third, the reports she said would work do not work. I now have to pay an accountant to reconcile the reports as they dont function as promised. It would be a very easy fix on the programming side but they wont listen. Finally, the monthly billing is the biggest pain point. We have several hundred invoices that need to go out, in order to have reminders sent out or interest applied, we have been told we must manually create our invoices and cannot use a batch billing feature. This would be fine for a very small firm but not for us. This should be something easily fixed with programming but again, we cannot get a response from sales, customer service or onboarding management. They closed our "onboarding" process without being completed.We love the product for 90% of the features but the 10% is causing such pain and cost, not to mention loss of time that we are looking to move if we cant get a response/engagement. Practice Panther who lost our business has continued to communicate with us and develop their product to address issues (even after we terminated them). It would be great to get some kind of meaningful response or conversation with someone at mycase who cares about the customer.

  Business Response

  Date: 02/28/2024

  MyCase is disappointed to receive this feedback. Our goal is always to provide the best sales, onboarding, and customer service experience possible to all of our customers.  A Support Specialist will reach out today to address your concerns and make sure you receive the great service we expect, along with the promised gift card. 
  In addition, we are pleased to report that the majority of your product feedback is currently being developed and we look forward to engaging you in that planning and review process going forward to ensure a successful partnership between MyCase and your firm.
  
  
  
  

• Initial Complaint

  Date:08/01/2023

  Type:Product 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.

  MyCase Software refused to provide support for an issue using documents with Word. They customer service staff rushed me out of a Webinar, refused phone support service and screen share, and rudely blamed me for the software problems. The customer service staff made it clear I was not welcome or wanted as a customer.Customer service management and the initial salesperson acknowledged the poor customer service issues, yet provided no support to fix the software issues. For transparency, I had enough of the blaming and ongoing problems just to get some help; eventually I refused to allow any more contact with the group.MyCase, citing their terms and conditions is refusing to provide a refund for services not rendered according to their advertising and terms/conditions. Please refer to attached incident description and backing emails. The refund demanded is $2158.88.

  Business Response

  Date: 08/02/2023

  MyCase is disappointed to receive this feedback. Our goal is always to provide the best customer service experience possible to all of our customers.  We have made multiple attempts to provide **************** with our expert customer support on several occasions, but he refused to engage with our team, despite more than 3 separate staff members offering to help him over phone and email. 

  
  We will be happy to assist him at any time if he reaches out to our support team or responds to the email we have sent offering to schedule a screenshare at his convenience to work through his questions. We are confident our support specialists could resolve this issue if he choses to accept our help. MyCase has a customer support team of experts in the software available Monday-Friday 6pm-5pm PT via phone, email or chat for any support needs our customers have. The phone number and email can be found on our website ********************************************** and from within our customers MyCase accounts. 

  
  We also wanted to address Mr. ******* feedback regarding a group webinar he attended on Friday July 21st. We were unable to slow down the pace or focus of the webinar as he requested because we need to cover all of the training material promised to the hundreds of attendees. We make the recording available after so customers can review the contents again at their own pace and we always encouraged attendees to reach out to our support team for more specific help as needed. 

  
  Because of ******************** refusal to work with our support team, his refund request was denied. Our subscription fees are non-refundable per the terms of service agreed to by ****************. We will continue to offer our support services to **************** at any time he may request it during the remainder of his current subscription.
  

  
  

  Customer Answer

  Date: 08/02/2023

  In response:
  
  I have no records of 3 People or "multiple attempts" reaching out to provide help for my concerns.  All of my feedback and refusal to work with MyCase stems from the actual events that occurred with backup documentation (provided in the initial complaint).  
  
  Clearly, my concerns and the nature of Terms and Conditions go both ways are not recognized by the response.  I am disturbed that MyCase will not identify who is responding, provide copies of the alleged contacts and offers of help, and copies of the Terms and Conditions they hold dear.  The person responding clearly did not read much if anything as the Webinar was deemed unacceptable by Mr. ********** in writing and **************** verbally.
  
  Without repeating the initial complaint, MyCase has violated their own Terms and Conditions through dishonest and contradictory statements.  If help was actually provided as indicated in the response, then why is this conversation occurring? 
  
  Being said, I do not accept this response and request a member of corporate management become involved to avoid the need for litigation. 

  Business Response

  Date: 08/07/2023

  We are sorry to hear that **************** was not satisfied with the response. MyCase differs on our perspective regarding the course of events described. We are committed to providing best in class support to every customer and will continue to provide support services to **************** if requested at any time during the remainder of the active subscription period. 
  We are hopeful that **************** will take us up on our offer to provide support so we can assist him with resolving this situation.
  
  

  Customer Answer

  Date: 08/08/2023

  A demand letter was mailed to MyCase earlier this week, along with communication opening with their parent company. If we are unable to reach an agreement, I will open litigation in accordance with your terms and conditions in the *******************. I strongly recommend to the person who is responding on behalf of my case, to read your actual terms and conditions accordingly. It is regretful that we are unable to reach an amicable agreement through this menu. It is my intention to share this experience with all members of the legal community as no one deserves to be treated in this manner for simply asking for help. If in fact help was being offered, why is it you cannot back up any claims of reaching out to try and solve the problem? Considering that no one from your company has called to do anything as you claim, I highly recommend no further commentary be offered without checking your facts first. I do not accept anything from your company.

  Customer Answer

  Date: 09/21/2023

  I thought this complaint had been closed already. Ive settled separately with that particular group. Thanks for getting back to me.

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  I ordered a jewelry set from an online store . The ring set didnt fit so I returned the original set and ordered a replacement for a larger size . The replacement set was exact same size as the returned set so I requested a refund as this was taking too much time . They provided me the *** and instructions . They agreed they will refund me my $239 minus $10 upon receiving the item. I sent them proof of the shipment and tracking but item has been held ** in custom for 6 months and the online store is refusing to refund me my purchase .

  Business Response

  Date: 07/05/2023

  This complaint is for a jewelry store.  We are a software company called MyCase (all one word) that provides legal practice management for lawfirms.  www.mycase.com

   

  Customer Answer

  Date: 07/05/2023

  The vendor is called ****** Jewelry advertising on Instagram. The refund amount is $229 ($239 minus $10 restocking/admin fee)   their phone: **************

  ****** Jewelry 

   Room ****, Wanhuayuanshangguanyuan, Weiyang District, ***** City, ****************, *****

  Phone Number: **************  ****************

  Business Response

  Date: 07/05/2023

  They have the wrong company here.  We do not sell jewelry.  We are a software company that provides services to lawyers/lawfirms.