Identifix Avis 

The billing process is ridiculous. On five separate occasions, they failed to bill me for months at a time. Then, without warning, they shut off my access until I call and get the issue resolved, often having to wait until it's convenient for them.

Each time, I have specifically requested to be placed on automatic payments, yet the same problem keeps happening. When I call, I typically spend 30 minutes or more on hold. They then claim I owe thousands of dollars, and I have to prove that only a couple of months are actually outstanding.

Somewhere along the way, they seem to have forgotten who the customer is. Their product quality continues to decline, and the customer service has become increasingly frustrating. I've been a loyal customer for more than 10 years, and it feels like they couldn't care less about keeping my business.

At this point, I am very close to canceling my subscription.

I wish I had done my research before signing up. I am having the same problem as well. They make it so difficult to cancel your account. I currently use Alldata and the website made it sound like it was better but offers mostly the same features. I am currently going back and forth with their "customer service" to get this cancelled. Unbelievable that you cannot simply cancel your account on their website. Very sketchy.

As soon as they got my card info they locked my account, won’t reset my login, and have billed me for over 6 months despite multiple requests (ands occasional promises from them) to stop. Literally had to cancel my card. Actual literal scam, had my money taken and no service was provided.

Continual problems with shutting down our account over the last few years when there is no billing issue. Very poor billing practices. Now we are unable to reach them via telephone when our account was disabled for NO REASON WHATSOEVER. If this was a one-time thing, well maybe, but this is ridiculous. It used to be a good company experience. Support was relatively easy to reach and prompt. That is completely gone and submitted tickets are not promptly dealt with. It's been a good product, but Solera's S & P downgrade says much of the story. Poor management it seems. Sad that the company has decided that their bread and butter (the customer) is no longer the priority. It's a matter of time before that complete negates what used to be a good service. :-(

Do not waste your time with Solara/Identifix. They have the worse costumer service in the billing department because their business model is to keep charging you after cancellation and they will hang up on you if you try to get your refund. Worse customer service experience. I can't believe they are legally allowed to do that.

Terrible customer service and an unreliable system, No issues ever get resolved, just repeated time and again.

This company only runs on frauds and scams. They upsold their product to me to begin with. They took forever to figure out how to transfer all my data and their product is substandard and not user friendly. I am writing this to warn others. I wish I would have checked review before I started to transfer. I have cancelled one product twice that they fraudulently told me came WITH Identifix only later to discover it was $300 EXTRA a month. BEWARE and stay away. I am still dealing with the aftermath. It takes customer service an entire month just to respond to me email. DON'T USE THIS PRODUCT!!!

contacted this company that has had my card on file for years so that i know everything is current. then one day i got a notice that my account was deactivated . i call the company and explain the issue and advise them nothing has changed with my card info and to try it again they did.... and it did for 6months worth of subscription i contacted them and told them i was unaware this was gonna be this much, or that the account was that far behind and with research discovered they have been stacking payments for years very poor company to work with please use caution if your like me and use auto pay

The worst billing and customer service EVER... for 4 months I have been over charged and have been writing on the invoices sending in with my payments (because you can't do a credit card payment without having to deal with disputes for being over charged) that they have us on a different program. SO >>>> of course it causes a debt on the account and they closed our login... I tried to call Customer support, left a message, sent email and finally called the billing department... THE WORST!!!!!

I signed up for a trial in November. Never agreed to more. Got an extra charge. Called to get refund for this. No refund was given. I was charged an additional month in December. Then called again to cancel and request refund. I was told my account was canceled. Then charged again in January. Still no solution. This company is crooked.

My email to co.

Account xxxxxxxx
Cannot delete account. Service was not helpful at all. Do not receive access to product for 1 day what a joke. Used google. Several attempts now to delete acct. Monthly 24.95? Will talk to bank and have next charge blocked. Shady website. No delete acct button. Have to call or Contact via email to delete acct. Criminal. Will use all data. 19.99 for 1 MO access and no recurring. ---Delete my account please.

The co reply.

Hello, hope you are doing great Im currently OOO with no access to my emails, I'll be back on Tuesday January 6th. For any requests, please reach out to Berenice Fonseca berenice.fonseca+solera.com For urgent requests, please reach out to José David Rodríguez jose.david.rodriguez+solera.com I will respond to your email once I return to the office Thank you Hola buena tarde Me encuentro fuera de la oficina y estaré de regreso el Martes 06 de Enero, para cualquier solicitud, por favor contactar a Berenice Fonseca berenice.fonseca+solera.com Cualquier cuestión urgente, favor de contactar a José David Rodríguez jose.david.rodriguez+solera.com Atenderé tu solicitud cuando regrese a la oficina. Muchas gracias Gracias

The 6th is after the next payment. Unacceptable. Ridiculous. Avoid this co----

Knowingly triple billed me. Refused to cancel and kept trying to bill me even after I disputed charges, sold my shop and had the card company block their charges. Completely criminal and if you call them they'll just lie to get you off the phone. I was with them from the beginning and now they're the worst of the worst. A.I. will put them out of business and good riddance to those fools.

While the information they provide can be very helpful the website is not nearly as intuitive as others. On a cost for service their pricing is over the top.
Their accounting department is not well run. The online payment method stopped working and they DO NOT respond to phone messages or emails. We were not able to pay so they cut us off. Later they called threatened to cut us off (though they already had) and demanded payment including for the time we couldn't access the service. We paid the invoice after commenting that we tried contacting them. The response was that they don't answer emails or do call backs. (There is no indication of this when calling and leaving a voice mail) We switched services and are happy!!

Good luck canceling, their customer service is the worst!!!

You pay for one month subscription and they don't cancel it. They keep charging. I acquired $500 worth of charges without my knowledge since 2023 . When contacted the company about this they said you should have read the fine print!

I have been using identifix for more than eight years now, and this was the final nail in the coffin for them . using them for so long there user experience has fallen greatly. Their customer service is Garbage, and the final straw was them not notifying that the auto pay was not correct in the system and seven months later having a giant bill for a small company is unacceptable. I do not recommend this company or this program to anybody owning a small automotive shop. You’re better off with Snap-On, Mitchell on demand or pro demand. Also, FYI, identifix it doesn’t help when your reps talk 💩 about your company as well, When they know for a fact, the programming is starting to fail.

The negative reviews about Identifix are largely due to poor customer service rather than the service itself. Although it’s advertised as a month-to-month, no-contract prepaid service, canceling is made unnecessarily difficult, with long phone hold times and ignored emails. I ultimately had to dispute the charges through my credit card company to get a refund for billing that never should have occurred, and even then, it took several weeks to recover the money. I recommend avoiding this company due to its deceptive billing practices.

Customer service is equal to, if not greater, priority when using a product or service.

Having to CALL to CANCEL my subscription, which requires me to wait ON HOLD to do something that in 2025 should be a simple click is in itself completely unacceptable. IDFIX is hoping to make it more of a hassle and just eat the monthly charges.

The audacity and the gall.

Not only am I one-starring it here, but will be vocal on dissuading others from using it.

Honestly, not one of, but THEE worst business interaction I've ever experienced in my entire lifetime. I'm not even exaggerating.

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

I've been in the Auto Repair industry for over 50 years and have subscribed to Alldata and Mitchell over the years. I've also have been a member of IATN for many years. Recently I thought I'd try Identifix and although it was helpful, the downside out weighed the benefits. I thought I was subscribing to a 30 day service when in reality the service is never ending until you call and cancel it. It's the old Bait & Switch . Shame on them for taking advantage of hard working technicians.