Complaints

This profile includes complaints for Mitchell1's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mitchell1

  16067 Babcock St San Diego, CA 92127-3690

• 

  Mitchell 1

  25029 Network Pl. Chicago, IL 60673-0001

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:08/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  A Mitchell one sales rep came into our business wanting to show us the product. After reviewing he claims it's a great company to work for he was the only rep in our area for many years to come. After using the software for a little over a year we decided to switch to a much better cloud based user friendly system ALLDATA. called to cancel Mitchell and was told we was in a 2 year contract. My understanding from ******** the sales rep we was only in a one year contract, ***** for me not reading all the way through now I'm stick paying for 2 software systems because I was taking advantage of by that sales rep that is no longer with the company. Mitchell was great just not as user friendly and wasn't cloud based had to pay per computer. If it wasn't for that I'd still be with them. Unfortunately after not being responsible for their sales rep actions I will never do business with this company again. Also always read your contact don't listen to grimey commission based sales reps.

• Initial Complaint

  Date:07/18/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 was informed via email in may that my contract was up July 2023 and set to cancel. When I called last week to confirm, they informed me that my contract is through next year. I requested a supervisor call back, but never received one. I just want this cancelled as I was told it was in writing. Account number *******

• Initial Complaint

  Date:05/19/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 were sold a basket of good then lied to over and over again would never recommend this company to any one

• Initial Complaint

  Date:03/24/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Sales people from Mitchell 1 called our office to see if we wanted to use the online direct to customer scheduling emails. Initially we didn't want the service because it was too much money and our customers didn't like being contacted that way. Many customers thought it was a scam and we have had to calm customers down to retain business because they were getting emails they didn't understand. We have many older customers who only deal with us face to face or when they call us directly. We are a very small garage only 5 employees and we can't afford the added expense. My office manager has called at least twice to be sure this was cancelled and was told the first time that it was too soon to cancel because the trial period had not ended. She was told to call back later. When she called back another day they said she was past the cancelation time period.

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 signed up for services back on August 27, 2022, and we never received any login information. We called back and let them know we never received any information and cancelled it the same day because we called another company that was cheaper and was able to login within seconds of creating the account. Weve been charged monthly for it from September of 2022 thru January 2023, in the amount totaling $887.65, even though a repeatedly trying to cancel and telling them we want to cancel. Weve put a stop payment from Mitchell1 on our bank card and now they are saying they are going to report to the credit bureaus even though weve tried cancelling our account multiple times. We have never logged in or used any services so I want a refund of what weve paid even though weve never used the services, I do not even know my login information.

• Initial Complaint

  Date:03/01/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This company lied about quality of services such as the models and years of coverage and cut off service but continued billing me

• Initial Complaint

  Date:10/06/2022

  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.

  Please see detail on upload Date Of The Transaction : August 11 2022 Account # *******

  Business Response

  Date: 10/18/2022

  Hello ************, 

  We have received your concern and have reviewed the account in question. Mitchell1's Retention team has reviewed the notes, calls, etc. under account ******* and approved to cancel the contract in place between Mitchell 1 and A and R Auto Repair and Transmission. Please allow seven to fourteen days from today's date (October 18, 2022) for any monies to be refunded back to the original form of payment. If you have any further questions, please contact Mitchell1 ************* at ************, option 2. 

  Customer Answer

  Date: 10/18/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 started a new mobile repair business and was looking for a scan tool to connect to medium and heavy trucks. I contacted the mitchell1 line and was connected with their sales rep for my area. It took me longer than I wanted to get everythin where I was able to try the software. I was initially told by the salesman that their software was a diagnostic system. Well after a fw months of not using the sstem I told the salesman I wanted to stop my subscription due to lack of funds. After he said I was locked into the contract, I buckled down and scrapped together the money to get a connector. I reached out several times to the salesman for which connector was compatible and he told any will do. So I got one and it would not connect. After several emails and phone calls about this, all being reassured this is a diagnostic system and works as such, nothing was working. I called technical support several times to be told that this was not a diagnostic system as I was told. I reached out to mitchell1 corporate. In the end they said the software is working as intended and the salesman did nothing wrong in telling me that their system was a diagnostic system. Which it is not, that is a completly seperate tool and costs several thousand dollars. They only way I am able to get out of the contract is to pay until the term is complete or shut down my business. There was alot of phone calls that were not recorded between myself and the salesman regarding the connector and their system being a diagnostic software.

• Initial Complaint

  Date:08/12/2022

  Type:Order 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.

  I signed a 12 month contract with this company 5/3/21. However I realized the program wasn't needed in my small shop I asked to cancel at the end of my contract. I was then charged for June 2022 and July 2022. ( I was charged for 14 months total, 14 bank draws of my monthly payment) I complained and they send me a copy of my contract with the printed 12 month marked out.....with a pen...and a 14 written in. No initials or anything stating this was revised and accepted by the signee at the bottom. They also forwarded me their legal notice about their contracts. The very first paragraph states that they are not allowed to alter the contracts time frame. But yet....they did. I am still seeking refund for 2 months payment. The company is ignoring my calls and emails since 8/1/22. They state they will be in contact in 1 business day. Nothing is resolved.

  Business Response

  Date: 08/15/2022

  To whom it may concern: 

  The promotion agreed too was for fourteen months at $224.00 per month. The customer called on January 21st, 2022 requesting to cancel, at that time they were advised they were in contract until July 31st, 2022 due to the fourteen month contract that was agreed too. Mitchell1 ******** Service agent sent an email with the contract end date and a list of documentation needed if ********************* was wanting to try to file for early termination. ********************* emailed into ******** Service on June 22nd, 2022 requesting to cancel again. Mitchell 1 responded with a confirmation that the account was to be cancel effective 8/1/2022. Due to the usage on the account and the signed agreement for a fourteen month promotion, there would be no refund returned back to *********************. 

  Customer Answer

  Date: 08/16/2022

  I was never advised by the company that my contracted ended 7/31/22. I was advised it was a 1 year contract by the person who set me up and by email. I did not sign up under a promotion either. I have a contract showing 12 months. It stated on the paper I signed it was 12 months. Someone wrote over top of the printed 12 with another style pen 14. I have my own copy showing such. Besides the fact that everywhere you sign up on your website etc it is 12 months. This was shown to me only after you took 2 extra months payment from me.  I also have not even used your program. I opened it maybe once during this discussion to try and see if I could remove it and remove my credit card information. This is wrong. I paid your company my contracted rate for what I signed up for and didnt even use your services. Now you have stolen from me and fabricated evidence. If not resolved I will be pursuing contract fraud.