Solera Reviews 10

I was in the process of transitioning from ALLDATA Online, to ShopCentral. I had some questions and tried to contact support for help. I ultimately never talked to anyone because I was on hold for over TWO HOURS the first call, and 35 minutes the second time. Both times I ended up hanging up. I even tried to contact someone by the number that was provided in an email, and it didn't work. I tried contacting the sales department, talked to a woman and she put me on hold, then we got disconnected. I have Solera's Identifix program and have no complaints with it. The ShopCentral system is new, as of last November, and maybe they are having growing pains. But I cannot afford to have zero support for a shop management program, especially something new to me and my employees.

Not good, look elsewhere. Only reason we stayed so long is our account rep but now it seems were finally going to be making a switch!

Worst customer service ever. I have used them a few times and in all cases, they continue to charge my credit card, even though I had cancelled my subscription with them. Solera's billing system is obsolete and outdated, it will continue to charge you, unless they remove your credit card from the system all together. Make sure employees at solera provide you with the subscription cancellation case # while you wait on the phone, otherwise, good luck trying to obtain a refund. When I called to collect on my refund, Solera's billing department were confrontational regarding my charges, and instead of them looking at your account to ensure you were properly charged, I ended up doing the work for them by providing dates, cancellation case numbers, etc. They refused to lookup my account based on my phone number, email address and were adamant about my customer#, like I had memorized it. After all, avoid their services, but if you are up to battle for billing fees after you have cancelled, be my guest.

Horrible customer service. They have disabled the customer care number and assigned a rep to an account. Rep never calls back if he decides to its a week or so later.

Thanks Solera for taking Great care of my wife! She’s is doing very well and walking now I appreciate the rehab department Kenyanna & Trixie for all their hard work. Yolanda R for being so nice to me and my wife. All the nurses

To try and keep short and sweet, signed up for Direct Hit DIY, asked for upgrade to Direct Hit Pro:

1.) It took them a week to figure out the snaffus' in getting me on Direct Hit Pro (was stuck on the DIY version still a week after I had paid for Direct Hit Pro)
2.) They kept invoicing me for DIY after I had upgraded to Direct Hit Pro
3.) I paid the $209 for the Direct Pro upgrade (monthly subscription cost), and they didn't apply the $209 payment to my invoice
4.) When I inquired about the $209 payment not being credited on my invoice with Identifix, I didn't get a response from my account manager
5.) After another week, I asked to cancel my subscription and close my account and send me a corrected final invoice (including Ccing in their billing department and customer service), my account manager said they'd call me later that day, never called. Billing or Customer Service never responded to any of my emails. They would just close the cases with "-" in the resolution.
6.) After following up on not being called back by my account manager, account manager told me he couldn't close the account until he corrected the invoice. Week after that, had not heard back from the account manager. I called the account manager back twice leaving a voicemail with no call back from him
7.) I submitted complaints to the BBB and State Attorney General, to date, they also have not received a response from the business either. According to BBB they read the complaint, but didn't answer it (as of today)
8.) Finally I did reach another person at the phone number of my Identifix account manager, who told me my account was retroactively closed as of the 14th and I had no outstanding balance

I mean... the customer service... the operation whether it's billing or upgrades... wow... just wow... I don't know what else to say. Honestly I'm still concerned the individual I reached at the business didn't know what he was talking about (as he was not who I was working with previously and have no idea who he was at the business except for his name, and he knew how to check my account status and billing), so I will await the results of my communication efforts via regulatory agencies to assure I'm no longer billed and I'm square with the business.

To date, no one from the business has ever sent me any communication PROACTIVELY in regards to my account being closed or my billing being settled.

I see some folks give a good review, but I figure it's one of two cases:
1.) They work for the company
or
2.) They sign up for one product, never ask for an upgrade, never cancel, and never need any modifications of any sort to their subscription, basically sign up and never look back / need assistance anything from the business beyond initial sign-up

The customer service has went down hill I called for support and was told I would be sent an email with a link attached to fix my problem it didn't come and I have had to call back and no one is answering the call.

If I could give them ZERO 0 Stars I would! From the BEGINNING their Salesperson LIED to us about the program IDMS they said was EXACTLY like Automate for Used Car Dealers. Well after 3 months and NUMEROUS PROBLEMS the Integration to Quickbooks was a COMPLETE DISASTER and FLOP They told us to Hire another consulting service for $2,000 that would make it smooth and THAT DID NOT HAPPEN EITHER. We had to have INTUIT Sign into our QB file and Repair (8 hours) what they did. Furthermore SOLERA WOULD NOT MAKE GOOD or REIMBURSE ANY MONEY for all our time and out of Pocket Expenses. A MORE EFFICIENT and COST EFFECTIVE Solution and Company IS GEM-CAR out of Canada.

Clunky login processes.
Assistance is impossible (also need a seperate login)
Spam emails
Terrible dashboard
Unfriendly layout
Unintuitive platform.
Bad back end and front end

We tried for months now to cancel the contract with cap hai, a business under the solar umbrella, and they not only would not acknowledge the cancellation, but plain out refuse to get in touch or stop the billing. When I finally called, they said that they would be happy to provide the signed contract where it states that this is a 12 month rolling contract, however this has been two weeks ago and I still have not received anything. I emailed solar & cap Hpi in the same email to file a complaint. Their complaints process says I should have received something after 24 hours, 5 days and then a resolution within 6 weeks if it's a tough case, I have had not one email after the generic "we received your query". We would like the complaint to be logged, and dealt with, and as a gesture of goodwill all payments to be returned.