ComplaintsforECUProgram Inc.

• Initial Complaint

  20/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered ***** tune order#***** on *****/23. Device was defective from day 1, giving errors saying could not read ECU. After being told they were working on fixing it for * weeks, *****/23 they released an update to the tuner fixing the read issue. However it did not end there, after reading the stock tune, they sent back the modified file to flash to the *****. However the tuning device was now giving an unable to write ECU error. They were dodging my emails and telling me it would be fixed for another * weeks when I finally told them either let me return it for refund or I'm filing a chargeback. They supplied a return label and I sent it back. ****/24 they issued a partial refund for the defective device return, stating a **% reduction from the refund was made to cover the $*** device reset fee, ***** return shipping fee, and missing box. They also did not refund original shipping charges. All in all they withheld $*** ******** dollars from my refund. I am in no way denying the missing box for the tuner, after having the defective unit for *+ months I misplaced the box, ***% my fault, however that box is not worth $***. They should let the box slide just as an apology for putting me through *+ months of headache and Calling and emailing constantly to get this sorted. Making me pay for the return shipping charges, and to pay $*** to unlock the tuner because it did not work with my car, is absolutely ridiculous and not right. In fact, to this day they have not replied to my emails asking to refund the **% and original shipping charges. Find attached photos and screenshots backing this complaint up. It shows the errors on the defective device, and a partial refund of $***** CAD whilst I paid $***** CAD for it. It also shows the reasoning they provided for the reductions.

  

  Business response

  04/03/2024

  We already refunded his money. 

  Customer response

  04/03/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  The companies own documentation attached to their response proves my complaint further, I have highlighted in their response and reattached; in purple it states "partially refunded", in Yellow it states customer paid amount totaling $***** CAD, and in blue it states refund total $******** CAD. Leaving a total of $****** remaining to be refunded. I have further attached emails between me and ****** (the owner of ***********) where he states that he apologizes for all the mess and is going to refund $*** CAD. He asked I give him a couple days to arrange that. I have highlighted the dates in the email showing he agreed to $*** CAD refund on the *****/2024, and as of today's date *****/2024 he still has not processed the refund (* days after he asked for a couple days). They also have ignored my phone call and not replied to any of my emails, this is also attached to this response. 

  The matter is not settled, and the company themselves have proven my complaint further. Undeniable.
  
  Sincerely,
  *************************

  

  Business response

  07/03/2024

  We refunded fully.  

  Customer response

  10/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  On *****/2024 I received a refund for the remaining amount. This is now solved. 
  Sincerely,
  
  *************************

*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. ↩