ComplaintsforEckler Industries, Inc.
Antique Auto Parts
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/25/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On Sept 04, 2021 I ordered a part for my vehicle from Eckler Industries. The web site stated the part was in stock and would ship in 3 to 7 days. My credit card was charged $195.89 and posted on my acct on 9/13/21. I had still not received part and tried on numerous occasions to contact the company only to be placed on hold for upwards of an hour. They also state to send an email to the company about the order and they would respond within 5 days, no response. On 9/21/21 I finally got thru to someone after being on hold for 67 minutes. He transferred me to a lady named Mariah, a supervisor who stated the part would not be shipped from their supplier until November. I told her to cancel item, and she said I would receive notification from her within 24 to 48 hours by email. No email was received and no credit to my card. I seek refund for the item I never received.Business response
10/22/2021
Business Response /* (1000, 5, 2021/09/30) */ We have requested to cancel Mr. * order. Pending confirmation. We have reached out to advise to advise to allow up to 14 business days to see the refund.Initial Complaint
09/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Placed an order on line on Sept 10th. I received an confirmation order number shortly after the on line order was placed. On Sept 16th, I try to find the status of my order on line. There is an error message. I called their customer service department and was on hold for 45 minutes before I had to terminate my call. I sent an email inquiring about my order as asked to do based from their on hold recording. On Sept 17th, I was on hold for 2 hours with no one answering the phone call. Later on the 17th, I called as if I was interested in buying the part. I immediately able to connect with a sales person. They said the item I'm looking for is on back order with no ETA. Not to take time away from this sales person or another person calling this company I terminated the call without cancelling my order formally. I have emailed this company with multiple attempts to cancel my order without a response as 9/24. Their respect and customer service leave a lot to be desired.Business response
10/22/2021
Business Response /* (1000, 5, 2021/09/29) */ We have reached out to the customer to advise the order has been cancelled as requested.Initial Complaint
09/23/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed an order for card parts on August 30, 2021. After not receiving shipping notice I called the company on September 10th, after a 33 minute hold was only able to leave a voicemail. After leaving the message I also emailed the company the same day. I never received a response so I called and emailed again on September 20, 2021. I still have not heard back or been able to reach a real representative as of September 23, 2021. We want either our correct parts shipped rush delivery today or a full refund.Business response
10/18/2021
Business Response /* (1000, 5, 2021/10/05) */ We have reached out to Mr.** to advise part******* is back ordered until late november. Consumer Response /* (2000, 7, 2021/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) After asking the company to cancel the order and refund the money for a few weeks they finally emailed and called me to do as I asked on 10/5/21. I am satisfied with the end result.Initial Complaint
09/22/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On August 30th, I ordered several items for my 93 Corvette - A front emblem, some inside guards and a set of seat covers. The seat covers were supposed to be a black leather with pleats, and the 40th Anniversary Logo embroidered on them. Part # XX-XXXXXX-X - Alt. #XXXXX-X. However, what I received is actually Part# XXXXXE - 4358 which are black with grey inserts, no emobroidering at all.I have tried in vain to contact them, I have held on the phone for 2 HOURS and never got anyone. The recording says to e-mail them, which I did, but that was a pure joke!!! What poor service, not sure how they can continue in business like this!Business response
11/16/2021
Business Response /* (1000, 8, 2021/10/08) */ A return label was issued for the return of the seat covers. Per Mr. T they have been returned. He has been advised it can take up to 3 weeks for the return to be processed and refunded. Consumer Response /* (3000, 10, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I returned the seat covers. They have had them going on a week now. NO surprise that it takes 3 weeks for this company that is well known for its poor customer service. As soon as I receive my refund, I will accept their response! Business Response /* (4000, 20, 2021/11/09) */ The refund was issued on 10.22.21 from there it takes 14 business days for Mr. T to see it. which by now he should have gotten it. He stated he would reply once he recieved the refund and has not. Consumer Response /* (2000, 22, 2021/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Finally received my refund. Close the case and close me ever doing any business with these peopleInitial Complaint
09/22/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a firewall/engine grommet set 12/11/20. My customer # is ************; the shipping # is ************; the order # is ***********. To date, I have only received a partial shipment. There are 11 items I have not received. I called several times regarding this. I was given tentative ship dates, but again nothing has been received. I tried calling again twice last week and was on hold for over 30 minutes each time. When I finally made a connection, a recording said the office was closed. I sent an email on Tuesday, September 14, requesting either immediate shipment of the parts or an immediate refund. I have yet to receive a response.Business response
10/22/2021
Business Response /* (1000, 5, 2021/09/30) */ We have reached out to advise Mr. * that part ****** is back ordered withno ETA. Consumer Response /* (3000, 7, 2021/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has been 10 months and I have had difficulty with the company's customer "service." I would like a refund for that portion of the order. Business Response /* (4000, 9, 2021/10/04) */ The order has been cancelled Consumer Response /* (4200, 11, 2021/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response does not address a refund for the cancelled part of the order. Business Response /* (4000, 13, 2021/10/07) */ Mr. * did request to cancel the item . It was cancelled and he was advised he was not charged and there is no refund due. The Authorization will fall off within 2-5 business days. Consumer Response /* (2000, 15, 2021/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) The fact that I was not ever charged for this part of the order was never communicated to me. I am closing this complaint with the note that the company has extremely poor customer service.Initial Complaint
09/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
of transaction 9/2/2021 $213.99 order #********* I ordered this part a month ago I have not heard a word from Eckler's online it just says "processing. I emailed them as suggested and got a "do not reply" e mail saying that they were currently answering e mails 5 days old, so I wait no answer so I send another email saying ship it or refund my money. Same "do not reply" answer and that was over 5 days ago. So I call them, over an hour on hold and they keep suggesting another e mail. I just want to know what is going on my mechanic shop suggests I have the car towed home and back if I ever get the part. Unacceptable, I can order the part from someone else but I need my money refunded. I would consider Eckler's paying for the tow both ways. I am losing my patience as shown by this complaint. I am one that once I file a complaint I am very hard to please. I am now up to 2 hours on hold and can almost recite the ad that plays while I wait on holdBusiness response
10/22/2021
Business Response /* (1000, 5, 2021/09/30) */ Mr. * order shipped via ***** and is out for delivery today. We have reached out to advise.Initial Complaint
09/21/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I'm trying to resolve a damage claim that initially I was being helped, but now can't seem to get in touch with anyone. After purchasing and receiving four rims from Ecklers I called to report damage to one rim out of a set of four. I was emailed, told to send pictures and if approved the vendor would send RMA. I received RMA and sent the damaged rim to the vendor. I was emailed to let me know that the vendor received it and for me to advise. I responded to email stating that I would like to receive a new rim. I sent another email asking what I should do next. I never received a response. I sent numerous emails and called many times, never to reach anyone, waited on hold for up to 2 hours never getting a response. I contacted the vendor to which the rim was sent and spoke with someone who stated that they approved for me to get a new rim and he is waiting for Ecklers, I want someone Ecklers to contact me.I want a new rim. I have lost a customer over this problem.Business response
10/27/2021
Business Response /* (1000, 5, 2021/10/05) */ When reaching out to the customer to resolve this he advised it has been taken care of nothing else needed. Consumer Response /* (2000, 7, 2021/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) They apologized and were eventually able to have the vendor send me a new rim.Initial Complaint
09/20/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I called in late August and got a person to tell me that the part I was looking for was in stock and they gave me a part number. So I ordered the part along with some other parts I was looking at. That was on September 1st. I received my package on September 9th with the extra parts I ordered but not the bumper guard pieces which were about $90. So I have been trying to reach out to this company for more information on where the part is. I have emailed them multiple times and been on hold for hours with no response. They didn't provide a tracking number either and the order sheet says not shipped. They have been very uncooperative now and in the past about lying about parts availiblity.Business response
10/22/2021
Business Response /* (1000, 5, 2021/09/30) */ We have reached out to Mr. * to advise part********* is back ordered with no ETA.Initial Complaint
09/18/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
1. I have parts that I paid for months ago that have not arrived. 2. I have recently received a damaged part and immediately notified customer service via email. This was over a week ago and there has been no communication. I sent the email regarding the damaged part directly to their customer service email at least 5 times and not one response. 3. I have requested from their service department a complete list of the parts I paid for that are on back order. However no response or acknowledgement of receipt. Their customer service is non-existent, you cannot get them by chat, phone or email. This is not what I expect from a business I have spent hundreds of dollars with. I also warned them that BBB complaint would be filed if they did not respond to me. Nothing.Business response
10/27/2021
Business Response /* (1000, 8, 2021/09/21) */ I have reached out to Mr. * to advise of the ETA for the back ordered parts and requested information on the damaged part. Pending his response. Consumer Response /* (3000, 15, 2021/10/08) */ While Eckler's customer service agent Kelly B*** did contact me, finally and only after receiving notice of the BBB complaint, they still have not shipped my order. The order was placed 4 MONTHS ago and the last time one of their customer service agents emailed me they said all my orders were fulfilled. This prompted me to contact Kelly B*** again and she reassured me that 3 parts were still back ordered and scheduled to ship in late September. However the latest notice said the expected ship date is now late October. I then logged into my Eckler's account and clicked on My Orders only to be told that I have no orders pending. of course I fired off another email to Kelly B*** asking why there is no record of the parts still not shipped? I now wish to cancel one of the remaining back ordered parts because I have found a supplier that actually has it in stock and can ship it immediately. Of course since my online account doesn't show any pending orders, I can't even cancel it. Please tell me how any business can be so poorly run and not have a history of complaints? Business Response /* (4000, 17, 2021/10/13) */ Mr.** has been in direct contact with me. I advised that any older orders will not show on the web site as we have updated our system. new orders will be there. He also requested to cancel part ****** which I did. Consumer Response /* (2000, 19, 2021/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Kelly B*** has been a great help in attempting to resolve the ongoing issues. For the time being I will consider the matter closed however if the remaining parts are not delivered fairly soon, I will be cancelling those orders as well.Initial Complaint
09/16/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased a hood hinge for a 1967-1969 ********* Description on website states "1967-1968 ******** Hood Hinge Kit, Reproduction, Good Quality". Received the item and went to install into my 1968 ******** and it did not fit. Not the correct one. I called and they advised I ordered wrong because I have an SS hood and these hinges are not for an SS hood. Nowhere on their description does it state it will not firt an SS hood. THey refuse to cover the cost to ship back. STAY AWAY FROM THIS RETAILER. TONS OF OTHER BETTER RETAILERS TO BUY FROMBusiness response
09/20/2021
Business Response /* (1000, 5, 2021/09/20) */ The description for the part does not state it will for or not work for SS. I have reached out to Mr. * via a voice mail pending a response. Consumer Response /* (3000, 13, 2021/10/14) */ Issue has not been resolved. I returned the items and they have received the items over 7 days ago and no refund of what I paid for the item or what I paid shipping to get and return the item. Business Response /* (4000, 15, 2021/10/27) */ A refund was issued for the return shipping. However the refund for the returned parts can take up to 3 weeks for the process to be completed. Emailed cust to advise
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
133 total complaints in the last 3 years.
11 complaints closed in the last 12 months.