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:08/20/2024

  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.

  We purchased Rebuilding and programming of a Module for a MB Sprinter RV for $1200.00 on 07/09/2024 we did not receive the module back until 08/13/2024 - we had spoken to ***** ******** times over a very lengthy process and was told it was being programmed by hand, etc. etc. When he told me that for the 3rd time - I told him you said that 2 weeks ago and then last week. He said he was checking the notes and that was right and he would call me back - He did not despite subsequent message left for him. I then receive a notification a week after that conversation that it was shipped. When we finally received the module it did not work. Our customer is lived after this 2 month process. We have made 5 or 6 phone calls since and no return calls - despite being told we would get a call back.

  

  Business Response

  Date: 08/29/2024

  A customer service manager called this customer to better understand this complaint. Refund information has been emailed to this customer. 

• Initial Complaint

  Date:07/19/2024

  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.

  On 4/25/24 **** ** quoted a price of $149 for a repair service + $15 shipping. I explained the problem i was having with my powertrain control module in my truck and was told they could repair it. On 5/21/24 i had finally gathered the money to pay for this service and did so. When i recieved the reciept it had a price breakdown that didnt make much sense to me because the diagnostic charge was 99.95 and the remainder went to make the repairs i was told could be done from the description i gave them about my issues. I sent in my module for the repairs quoted. On 6/12 i inquired about the status of my module through email to **** ** On 6/17 **** ** responded and told me it couldnt be repaired and that for $549 i could purchase a new module from them. I tried to call them and couldnt get through so i tried from another phone and was able to get through. I explained what was going on and the was hung up on. The company has my phone number blocked and when i call from another phone number i get mocked and disrespected by a woman named ******* supposedly. I just want a working module like i was told i would have for the money i paid.

  

  Business Response

  Date: 07/27/2024

  Sadly, this individual chose to use racial expletives towards a customer service associate (recorded call available). A representative has already provided an order summary on this order. A customer relations manager can be reached direct at ************ x **** should this customer have any questions. 

  Customer Answer

  Date: 07/29/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  That's not true that I used racial slurs with customer service or anybody. Tried to call the number they provided and it's still blocked. I may have been upset but I didn't use any racial words towards anybody. Even if I had that doesnt change the fact that they were deceptive in the way they handled the whole deal. If you look on line like I should have you will see that they do this to a lot of people. It's deceptive, lying and stealing from people with hopes of spending what little they have to get their transportation fixed. These people have not made one attempt to get ahold of me since they told me I had to give them $549 more dollars to get what I was told would cost a fraction of that. Then they sent it back broken even more and a print out of codes that my pcm doesn't even have stored. Its all just a big scam and they're legally allowed to steal from people.

   

  Regards,

  **** *********

  

  Business Response

  Date: 08/09/2024

  A Customer Relations Manager spoke with this customer to learn more about his experience. The customer expressed his dissatisfaction about every single aspect of this order transaction including his dissatisfaction with every person he communicated with. He claimed he had not received a refund but located it during this call. Because this customer was dissatisfied and to close this order amicably, an additional refund for the diagnostic evaluation service and service charge was offered and agreed to. 

• Initial Complaint

  Date:07/11/2024

  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.

  I engaged with Module Experts to make a minor repair on an automotive control module for my Jeep. They promised to repair the module with new parts as needed. I sent the module and received a message that the module was unrepairable. I am an experienced automotive engineer and I know that any module can be repaired so long as it hasn't bee physically destroyed in fire or in an accident. This module was mostly working when it was sent to Module Experts. The message that they sent me said that they can "remanufacture" my module for an additional $345. Remanufacture, Repair, Refurbishment are essentially the same action. They get business by quoting one price and then hold the unique part hostage for a much larger price. This bait and switch action is a violation of law. I did an online search on Module Experts to find that this is their modus operandi. Their reviews are horrible on the BBB site as well. BBB shows that they have a reputation for this. Their website says that they are a BBB accredited business. This seems to be false.

  

  Business Response

  Date: 07/27/2024

  This order is for two itemized services on a customer owned part (from a 26-year-old vehicle), not remanufactured or refurbished merchandise for purchase. Charges and service type are clearly itemized on customer receipt. Following a diagnostic evaluation service, this part was deemed beyond repair. Any additional quote communicated to this customer was for a remanufactured replacement, not for additional work on the customer module. The appropriate refund has been processed on this order for the service that was not possible. A customer relations manager can be reached direct at ************ x **** should this customer have any questions. 

• Initial Complaint

  Date:06/17/2024

  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 sent them my module for repair. It had an intermittent fault seemingly caused by heat. They replied promptly (within about a week) saying that it was not repairable but they could provide me another one for an additional $1000. I told them no I wasn’t paying that (it’s about 30% higher than other distributors) and to send my module back to me so I could get a second opinion. **** * said that I was rude and he would not be doing any business with me and would not send my module back. I’m sure they don’t want to give it back to me considering it’s probably not nearly as faulty as they claim considering other similar complaints. But that’s where I am now. I paid for a service and now they’re refusing to even send my property back to me. Absolutely deplorable.

  

  Business Response

  Date: 07/08/2024

  This order has been completed. Customer has been charged appropriately for service provided. Module was returned to customer following service (POD attached).

• Initial Complaint

  Date:04/29/2024

  Type:Sales and Advertising 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.

  I have had the same experience as too many other people trying to do business with this company. They advertise the repair service and pre priced services but want to upcharge to make higher profit when the original price would provide a good profit and supply the customer service we all have paid for. After spending money and sending them your parts you can see the workings of the scheme. I just have to pray for them to find Jesus and learn to do better than this unacceptable business practice and hopefully others that need parts repaired find better people than this to do business with. Everyone that lost any thing to this company deserves to be recompensed.

  Customer Answer

  Date: 04/29/2024

  I understand that I requested no contact with the company but with the pattern of deceptive practice by this company I would like a full refund minus the amount of return shipping which is $15.00

  

  Business Response

  Date: 04/29/2024

  Our response to *** ******** notification. Please share our response with him (attached). Also, we will provide a response to his follow up complaint via the BBB website.

   

  Customer Answer

  Date: 04/29/2024

  Since you support St Jude's childrens hospital please make the refund payable to them. Ephesians 4:28

  

  Business Response

  Date: 05/06/2024

  Thank you. Ephesians 4:29

  Customer Answer

  Date: 05/06/2024

  I'm not the company with customer complaints for not providing the service as advertised and continuing to take advantage of the customers. Bless your heart. 

• Initial Complaint

  Date:04/29/2024

  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.

  We sent our 2021 Dodge Ram comp module to them. We chose them because it said on their website 3 day turn around. 3 Days later we called since we did not hear anything & was told a tech was looking at it. Then 5 days later we call back& they again say a tech is looking at it. We point out their site says 3 day turnaround. They customer service said she that she will try to get us an ETA. I point out their 3 day turnaround is false advertising. A man named ***** then calls us back with a VERY nasty attitude & says they don't deal with unhappy customers. Mind you we were polite & he called us with a very defensive attitude. He made comments like " the other person chirping in background" which was my wife ***** who asked if they would at least do a partial refund since they didn't honor their website 3 day turnaround. He would not tell us what was wrong with it just that he believes it cannot be fixed & needs replaced. He literally hangs up on us before he even answered how much it would cost to replace it. We try to call back & he BLOCKED us. My wife ***** called on her phone got the same lady who said we were not rude to her & tried to transfer us to the ***** guy again. 3 times he let it go to voicemail rather than taking our call. He answered only when she started to leave a message stating I would be calling the Sheriff office to file a theft claim since they had our computer module. He then again very rudely said he didn't need these calls on a Friday afternoon & said " yeah yeah we ran over our time deal with it" . I point out then they should remove the 3 day turnaround from their site. ***** asked again can you tell me what is wrong with the part & ***** rudely again says I told you last time. ***** pointed out no you hung up on me when I asked. I don't believe they even looked at the part based on the conversation since they would not tell us what was wrong. We still don't have the part back and they wasted an entire week of us trying to get this fixed.

  

  Business Response

  Date: 05/06/2024

  Our records do not show an order under this name, email, or phone number. 

  Customer Answer

  Date: 05/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I attached a copy of our receipt showing paid in full. We have also since then taking it to another facility who did confirm the computer module was never opened to be looked at which is what these guys were hired to do. They charged us for a service they never completed which is probably why they would not tell us what was wrong with it.  They were beyond the 3 day turnaround they advertised and actually on 6 days when they hung up on us refusing to tell us what was wrong with the item or even take our call till I threatened to call the Sheriff office to report theft since they had our parts.  We want full refund as they did not honor the 3 day turn around OR even look the part over like they were hired to do. 

  Regards,

  ***** And ***** *******

  

  Business Response

  Date: 05/17/2024

  We are unable to locate an order with the information provided. Please provide the proper name, email, telephone number, and order number associated with this order. 

  

  Business Response

  Date: 06/04/2024

  This order is closed and was cancelled and refunded prior to receiving this deceptive complaint.

  Customer Answer

  Date: 06/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  The order was closed but they did not refund anything in fact they hung up on us and we had to threaten to call the sheriff dept to report the part they had on hand as theft it if was not returned to us. They shipped it back and we did receive the part back but they did not refund us, they tried to tell us the part was shot so we took it to another facility who validated it was never opened up or checked ( which they told us their tech did) the part was not shot and since has been fixed by another vendor. These guys told us they reviewed this part when they did not. Can they show proof of the refund then and where that refund was sent because there has been no refund issued to us. They help our pat for over week when they advertised 3 day turn around, they hung up on ***** and then blocked his number to even call back to try to get the part back to us so ***** then called from her number and they kept sending her to voicemail when she asked to speak with a manager. It was not until ***** started to leave a voicemail stating they had 10 minutes to call us back or we would be calling the local sheriff department and reporting the part as theft. At that time the man then picked up the phone since he was clearly listening to the message being left and then again with full attitude told us it is what it is, that fine he will ship the part back. I have never dealt with a company that is so rude and misleading. They told us they looked this part over and that is was unrepairable which seemed odd for a truck only 2 years old, the next place confirmed the part was in fact repairable and fixed it and all is good with the truck now. These guys however lied about reviewing the part, lied about it being unrepairable and def has not refunded anything and we would ask for proof of refund supplied to show such refund then. 

  Respectfully,

  ***** *******

  Regards,

  ***** And ***** *******

  

  Business Response

  Date: 06/15/2024

  These individuals continue to make false claims. Refunds were processed the same day this order was cancelled. Confirmation attached. Please contact your credit card provider with any questions. 

  Customer Answer

  Date: 06/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  
  ChatGPT
  I am rejecting this response because they did not refund the $77 they sent. When you review the correspondence, you can see they are being dishonest. Initially, they claimed we didn't have an order until I provided the receipt. Then, they suddenly acknowledged the order but insisted they refunded $77 on the same day. This amount doesn't match the receipt, which was for $254.52, not $77. Despite advertising a 3-day turnaround, they held onto our parts for over a week. They later falsely claimed the part was irreparable and needed a complete rebuild. However, a reputable repair shop confirmed the part had never been opened by National Parts, was not damaged, and only required a simple repair. National Parts attempted fraud by withholding our part until I threatened legal action. They lied about examining the part and are now lying about the refund. The amounts they claim to have refunded do not match. We demand a full refund because they failed to provide the service they were hired for.

  Regards,

  ***** And ***** *******

  

  Business Response

  Date: 06/17/2024

  *****,

   

  Please accept my apology. The proper confirmation of credit card refunds is attached. The refunds total $254.32 (full refund) and processed on 4/26/24, the same day this order was cancelled. ***** and ***** should have been able to confirm this with their credit card provider long ago. 

• Initial Complaint

  Date:04/23/2024

  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 Reference to order #******* I ordered this **** E on November 20,2023 payed the addition fee to have a new or remanufactured unit total $499 .Once the motor was fixed they installed the new *** it did not start they tried to program thru **** scan and the *** comes back to a complete different Vin Number and a different motor that was in my vehicle .I sent them the old unit and they said it could not be fixed , I tried several times to get a resolved and talked to **************** and keeps giving the run around by sending a email to answer which i did and asking for bill of sale of purchase sales receipt which i cleared paid and they no this that why they sent me a Module which doesnt work. All i am asking now is to get a refund or partial refund for this module i will send this module they can have it back it doesnt work not even programed for my vehicle I get no help or resolution from thank You For your assistance in this mater my Cell #************ *********************

  

  Business Response

  Date: 05/03/2024

  Returns and refunds are easy.Follow the simple steps provided on our warranty information sent with each order or found on our website. This order has a lifetime repair or replacement warranty as written on customer receipt. Warranty information is sent with merchandise and can also be found on our website.
  
  If the cardholder is dissatisfied or merchandise is incorrect or defective, it should be returned for warranty, exchange, or refund. 

• Initial Complaint

  Date:02/23/2024

  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.

  I recently conducted business with module experts of Jacksonville, Florida. ***** ***** said the main technician assures you on your welcome phone call that he can repair your vehicle module and have it back to you and very little time. I paid module experts $**** emailed out my module and did not hear anything for several days. I had to call in repeatedly asking for updates to not receive any. **** did not answer any of my phone calls emails or voicemails. Some office secretary who doesn’t know what’s going on had to respond. Finally, after having my module for nine days, seven business days, respectively, I found out that the module cannot be repaired, and that I’m receiving only a partial credit. I was assured, my module could be repaired. if you read all of the Google reviews for this company, you will read that they are terrible at communicating, and do not follow through with what they assure they will do.

  

  Business Response

  Date: 03/02/2024

  An associate provided information on our services. A diagnostic evaluation service must be completed by an experienced and qualified technician with the correct tools to determine a specific issue with an electronic part, and to determine the viability of a repair. Unfortunately, not every module we receive is repairable. This customer has been appropriately charged for services provided. A refund processed for the service that was not possible. Additionally, this customer started calling and emailing one business day after this unit was received. Our records indicate that customer service provided three status updates on this order. 

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair 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.

  I SENT ECM FROM FORD 250 DIESEL PU. ALREADY SENT $253,99 TO THEM. **** *. SAID UNIT IS BEYOND REPAIR IT MUST BE REPLAC**. HE SAID WE CAN PROVIDE YOU A REMANUFACTUR** REPLACEMENT,PROGRAMM** PLUG AND PLAY READY TO GO AT$899(MINUS THE REPAIR COST),SO WE NE** AN ADDITIONAL$660. WE DO STOCK THIS UNIT , SO WE COULD STILL GET ONE SHIPP** AS SOON AS POSSIBLE. I RECEIV** MODULE AND TOOK PU TO ROYAL TOWING IN ROYYAL CITY, WA. *************)- THE AUTO REPAIR SHOP- AFTER QUITE A WAIT- THEY SAID IT WAS THE WRONG MODULE-I GAVE THEM THE NUMBER TO MODULE EXPERTS(NATIONWIDE PARTS) ************ TO TALK TO "TECH ASSIST"--THEY WOULD NOT CALL BACK. I FINALLY TALK** TO TO QUITE A FEW DIFFERENT PE0PLE SHE SAID TO SEND IT BACK. I SENT IT BACK WITH A REQUEST TO SEND ME MY MONEY BACK($913.99).THEY RECEIV** ON FEB. 5,2024-SIGN** BY B.P. ON 2 16 ,2024 I CALL** ,SHE SAID SHE WOULD TALK TO ACCOUNTING ABOUT REFUND.ON 2 20, 2024 I CALL**, SHE SAID THEY SENT REFUND. ON 2 21, 2024 I RECEIV** $613.95 AND $72.32-TOTAL $686.27-- I PAID THEM $913.99--THAT'S $227.72 SHORT(LESS) + I SHIPP** THE MODULE TWICE AND DID NOT GET MY OLD ONE BACK. NEVER COULD TALK TO A SO-C ALL** "TECH ASSIST"---WHAT A NIGHT-MARE!

  

  Business Response

  Date: 03/01/2024

  Customer fail** to meet the 30-day installation condition per the warranty terms/conditions for this order (attach**). Customer purchas** merchandise on August 29, 2023, and install** it in January 2024. Customer fail** to file a warranty claim and return** merchandise for a refund five months after taking delivery. This order has a 1-Year Repair or Replacement warranty. Warranty information is sent with merchandise and can also be found on our website. Customer has been appropriately charg** for services provid** on his original part. The appropriate refunds process** for the repair service that was not possible and the return** merchandise (see attach** documentation). Customer part has been return** (USPS tracking info attach**). 

  Customer Answer

  Date: 03/01/2024

  THERE WAS NO 30-DAY INSTALLATION CONDITION ON MODULE. THE PAPER I GOT FROM MODULE EXPERTS(NATIONWIDE PARTS) ONLY STAT** "WARRWNTY CLAIM PROSESS" AND--"IF THERE IS A PROBLEM, A "TECH. ASSIST" WILL BE CREAT**. WITHIN 24 HOURS. ONE OF OUR TECHNICIANS WILL SPEAK DIRECTLY WITH YOUR MECHANIC AND WORK THROUGH DIAGNOSTIC TESTS TO DETERMINE IF THE MODULE IS DEFECTIVE OR NOT. IF THE MODULE IS DEFECTIVE, APPROPRIATE WARRANTY ACTION WILL BE TAKEN."---AS I STAT** BEFORE, I OR MY MECHANIC  NEVER GOT TO SPEAK TO A SO-CALL** "TECH. ASSIST"--I WOULD BE GLAD TO SEND A COPY OF THE 4-PAGE (MODULE EXPERTS) PAPERS THAT CAME WITH THE MODULE.--YESTERDAY (FEB. 28,2024) I RECEIV** A MODULE FROM NAT.WIDE IN THE MAIL. THERE WAS NO EXPLANATION IF IT WAS MY OLD ONE OR WHAT?--I WOULD LIKE TO KNOW. AT LEAST I GOT SOMETHING .----------

  

  Business Response

  Date: 03/16/2024

  The return is the original module. We provide customer service, but not the assistance of a technician on incorrectly order** parts. Warranty Terms and Conditions are made available at the time of transaction, were sent with the email receipt confirmation on 8/14/2023 at 11:07 AM, and are available on our website: **************************

  Customer Answer

  Date: 03/18/2024

  THANK YOU--YOU HELP**--I HAVE NEVER DELT WITH A BUSINESS (MODULE EXPERTS?) LIKE THIS IN MY LIFE--I AM 79 YEARS OLD--I DON'T THINK THERE IS ANYTHING ELSE WORTH-TRYING--I SPENT $200 BUCKS FOR ALOT OF FRUSTATION!!--THANKS AGAIN--**--I'M DONE-

• Initial Complaint

  Date:01/23/2024

  Type:Product 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.

  They are double charging me for shipping to return a ECU that couldn't be rebuilt. I stated that there was no need to return it, but they did not care.

  

  Business Response

  Date: 02/04/2024

  Per policy, customer owned part has been returned to customer (POD attached).