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:05/31/2023

  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.

  In October 2022, our company contracted with Autosoft to provide our Ford dealership with a Dealer Management System. Since then, we have been very dissatisfied with their product ,their representatives, and their customer service. Their customer support has been unhelpful and several times never even returned our calls. We have emailed and spoken to the Senior Director of Sales and Customer Sucess concerning our dissatisfaction. Neither of those attempts led to any improvements to our situation or to a resolution. We have emailed the CEO, Bryce V**** Also, no response. April 26, 2023 was the last date that we were in contact with Autosoft. After 3 emails asking for a response, we have yet to receive one. No one will answer our emails or even give us the courtesy of a phone call. We have expressed to them in detail all of our concerns. They have not attempted to address any of them. We have paid Autosoft $18,600.00 to date for a system that is not viable for our company.

  Business Response

  Date: 06/23/2023

  I am writing in response to the complaint filed against Autosoft by Engel Bros., Inc  on 5/31/2023. We appreciate the opportunity to address the concerns raised and provide clarification regarding the disputed facts.
  

  Autosoft takes customer satisfaction seriously and strives to provide exceptional service and support. We have served over 3000 dealerships over the past 35 years and have received many awards for our support as well as being voted BEST DMS by dealers multiple times. We currently serve nearly 500 Ford stores, the same brand as Engel, Bros., Inc. As such, we worked closely with the staff at Engel Bros., Inc and would like to present our perspective on the matter.  

  Training and Engagement:
  Autosoft has provided all the training that was purchased by Engel Bros., Inc. We have made consistent efforts to continue engaging with their account and have maintained an open line of communication since their onboarding in October 2022. Several management level members of the dealership refused to attend the initial training and have continued to resist additional help since. Most of the staff seem competent in their ability to utilize Autosoft and are satisfied with the training they received.
  

  Manufacturer Communication:
  During the onboarding process, it was clearly communicated to Engel Bros., Inc that they were responsible for updating their manufacturer about switching Dealer Management Systems (DMS). Unfortunately, they failed to fulfill this responsibility, resulting in communication issues between the factory and their dealership. Autosoft has no way to interact with the manufacturer on behalf of the dealership. That was communicated several times as well. As soon as the process was completed by the dealership in February, all complaints of communication issues stopped. Since February 2023, there have been a total of 4 total cases reported from the entire dealership, none of which pertain to factory communications.
  

  Office Manager Resistance:
  Please be aware of the office manager's refusal to attend training sessions and multiple attempts to persuade the dealership to switch to a different system. This resistance from the office manager has likely contributed to the dissatisfaction experienced. Autosoft remains committed to working with the whole dealership to address any concerns. All we ask is for the professionalism of attending the training and respectful communication. I feel her statement of “there is nothing that Autosoft is ever going to do to make me happy” sums up our level of cooperation we have received.
  

  Summary:
  The dealership has been told they can cancel the agreement any time during their term, but they would be responsible for the remaining financial commitment. All of us at Autosoft stand ready to help where needed. The dealership only needs to let us know a suitable time and date for a meeting, and we will ensure that senior management is available to address all concerns. We are confident that through open dialogue and cooperation, we can find a mutually satisfactory resolution.

  Thank you for your attention to this matter, and we look forward to resolving this matter.

  Customer Answer

  Date: 06/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The "clarifications" provided by Autosoft were categorically false. 

  They state that they have made consistent efforts to continue engaging and maintain an open line of communication.  We last spoke to an Autosoft executive on April 26, 2023.  His last words to us were that he would be contacting us very soon to address some of our concerns.  We have yet to get one phone call or email from ANYONE at Autosoft since that day. 

  Every person at our dealership, who uses Autosoft, received and participated in ALL the training available to them.  And in reference to the sentence in which Autosoft states most of the staff is satisfied with the training they received is false. There was never a follow up call made to us inquiring about our satisfaction.

  The communication problems we experienced we resolved on our own after asking Autosoft support for help and never receiving a call back or assistance from them. The support personnel who took our call couldn't help and was suppose to have someone else call us back but no one ever did.  This was not the first time we had been told someone would call us back concerning support and a call back was never received.

  The office manager attended ALL online training sessions and was present for every minute of the in-person training.  Therefore, the statement made of the office manager "refusing" to attend training sessions is false.

  As earlier stated, the senior executive we spoke to on April 26, 2023 informed us he would be contacting us soon.  After 62 days of no communication, there exists no open dialogue or cooperation between Autosoft and our dealership.

   

  
  Regards,
  
  Engel Brothers Inc