ComplaintsforEckler Industries, Inc.

Antique Auto Parts

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Initial Complaint
12/09/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ecklers sent me two defective 1956 Chevrolet front bumpers. The first one was sent back and a tech inspected it, stated it was defective. Ecklers sent a second bumper May of 2019. My car was to go to my Body Shop to repaint the front and mount the bumper. Then the Covid Pandemic locked the country down for 2 years. My Body Shop finally mounted the NEW bumper 12-5-22. The bumper does not fit or align to the car body correctly. Again, Ecklers asked for pictures for their tech to look at and I sent them. First I was told they had already credited both bumpers back to my account. I called my credit card company and the said there was no credits from Ecklers. I called Ecklers back and they said we made a mistake and the second bad bumper was not credited. I sent my credit card info. thinking Ecklers was to credit the bad second bumper. I was asking to speak with Mrs. Kelly B*** but she refused to speak with me and emailed me that there would be no credit or help. I asked who their Tech was that looked at the pictures and was told it was Amanda T****. Amanda is an office lead supervisor and is not a Car parts Tech. I asked why did you ask for pictures if a tech wasn't going to look ate them and was told we always do that. Amanda also refused to speak with me.
Business response
12/20/2022
Business Response /* (1000, 5, 2022/12/09) */ Mr. * has spoken to many Csr's and supervisors. This order is almost 4 yrs old. He has been advised of our return policy. The bumper is past the 1 yr return policy time frame. He has been advised by upper management as well that there is nothing that can be done due to the time frame. The bumper can not be returned, he had ample time to contact us. It has been almost 4 yrs not 2. He was also advised that when a customer calls in about an issue on a part, protocol is to ask for pictures and a ticket created so it can be looked into. When it was looked into it was discovered that it's an order from May 2019. No one has refused to speak to Mr. *. Unfortunately there is nothing that can be done and he has been advised. Consumer Response /* (2000, 7, 2022/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Ecklers clarified the issue to my satisfaction.
Initial Complaint
12/08/2022
Complaint Type:
Product Issues
Status:
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.
In July of 2022 I ordered original pattern front and rear seat covers for my Classic **** **** Fairlane Convertible. Shortly thereafter, I received the front seat covers and was told that the rear ones would be back ordered. @ November 25, 2022, I finally received the rear seat covers and was billed $149.50. When I opened the box, I could immediately see that they did not match the front seat covers. The tuft channel pattern of front covers is vertical, and the tuft channel pattern of the rear covers is horizontal. For a restorer of classic cars wishing to maximize the value of this project....the improper non-matching seat covers would diminish rather than add to the value of this restoration project.I have tried numerous time to get through on the customer service line: ************** at ******************** and am always on hold in the phone tree until the line disconnects. I am seeking some type of intervention on my behalf from the BBB that will enable me to actually get through to Eckler's customer service and either get a refund....or have them ship me the correct upholstered covers.
Business response
12/12/2022
no email available . called no voicemail
Business response
12/12/2022
The customer service # for ********************** is **************. We see an order placed 11.23.22 ******** for rear seat covers no fronts. Order ******** was placed 8.21.22 for front and rear, the rears were cancelled. I would suggest returning both for a refund and re-order together. Emailed Customer to advise
Customer response
12/13/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Sir / *****,

Respectfully, It was Eckler's that cancelled the 2nd part of order for the back seat covers when they decided that they could not fulfill it. I **** already installed the front seat covers and it would be really inconvenient at this point to return them.

I was told that I could check back later to see if the back seat covers became available. I did this In july of this year and was told to call in another month. When I made that call, the gentleman who answered took my order. I received the back seat covers on November 23 of 2022. I could immediately see that the tucked and pleated columns on the back covers were horizontal...where in my vehicle, they are ************ have attached pictures of the correct front seat covers, the existing back seat covers and the incorrect new back seat covers sent on November 23.

Again, respectfully...I request a return authorization for the incorrect back covers along with a replacement shipment of the correct covers....or, a refund of $149.00.
See Attachment/File: IMG_20221213_080558682
Business response
12/27/2022
A return label was emailed to the email address in this complaint. A 2nd label was sent today to the same email. A refund will be issued.
Customer response
01/05/2023
---------- Forwarded message ---------
From: *********************** <***********************>
Date: Thu, Jan 5, 2023 at 10:09 AM
Subject: Re: BBB Complaint Case# ******** (Ref#***-90134991-********-11-4100)
To: Better Business Bureau <***************************************>

Sir / Madam,

Eckler Industries agreed to refund the portion that I paid for the incorrect back seat covers...after they receive the returned item. I have verified that they have received the returned item and now need to wait until I receive my December credit card statement to see if I have been credited with the refund. If this occurs I will be very satisfied with the outcome and will be appreciative of the assistance that the Better Business Bureau supplied in this matter.

Best regards, *******************
Initial Complaint
12/05/2022
Complaint Type:
Product Issues
Status:
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.
Ordered a wheel online and paid 11/15/2022, confirmed by vendor. Waited 4 days with no shipping confirm so I contacted Ecklers Industries on 11/17/22 and was told product is back ordered with no estimated delivery date. I was not notified of a back order up-front so I asked to cancel order and refund. Received the confirmation email below: E-Mail Received on 11/17/2022 from vendor. Order********* has been canceled and your refund is processing. Ecklers is currently experiencing staffing shortages that are causing delays in the refund process. Our accounting department is working diligently to get current and please allow additional time to see your refund processed back to your original form of payment. Sorry for any inconvenience this may cause. Was told by them order was cancelled on 11/17/2022 refund would be 5-7 business days. I called today about refund and they are saying middle of January this is unacceptable and deceptive trade practices. Please know these guys are crooks. !!!!!
Business response
12/08/2022
We are unable to find any order using email address and phone #. We will reach out via email for more information as he did not give his last name.
Business response
12/08/2022
Upon further review of order ******** Mr. * filed a chargeback dispute with PayPal. It can take up to 120 business days for the dispute to me completed. Once it is completed a refund will be issued. We have advised *** * via email
Customer response
12/09/2022
***Document Attached***

See Attachment/File: D156FA51-E461-47E4-AF2C-A0998997B7D5.png
Customer response
12/09/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
She has all information needed to fulfill this credit she is blaming it on other companies see below :
See Attachment/File: C7665E17-31A9-4379-A0E4-7D0150E5B299
Business response
12/27/2022
Due to the charge back filed the time frame is 120 business days to complete the process. The refund will not be processed until the chargeback is completed.
Initial Complaint
11/18/2022
Complaint Type:
Product Issues
Status:
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.
Ordered a windshield on 8/29/2022 for a 1964 Mercury Comet for a total of $654.47. Was sent a back window instead. Informed them of the mistake and that we would not pay for return shipping as it was their fault to begin with. Told us to keep the back window and the would order another one. Another one arrived and it was the wrong windshield.We are trying to get a refund but we would have to ship it back at our own expense and we feel that since it was their mistake to begin with that we shouldn't have to pay for return shipping which would cost approximately $400. We just found out that they dealt with a 3rd party to obtain the windshield and they won't help because Ecklers were the ones that ordered it.
Business response
01/05/2023
Business Response /* (1000, 5, 2022/11/23) */ We are unable to locate the order for mr.*** We have emailed for more information. Mr. ******, We have searched your name and email address as well as another email address we found for you **************** and have found no orders for a windshield. Please provide the order number so we can look into this for you.
Initial Complaint
11/07/2022
Complaint Type:
Product Issues
Status:
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.
Orderd *********** battery cables on 9/13 website stated "ships direct from manufacture". Checked status of shipment with Ecklers on sept 9/22 and they replied with "call back in a month, back ordered". Canceled order ********** on October 17th and asked for refund . My card was charged $154.95 on 9/15. Please note their invoice states: If an item(s) are currently unavailable you may see an authorization on your credit card, but rest assured your card will not be charged until the item(s) ship. If you used*******, your******* account was charged at the time you placed the order. Now they will not respond to my refund requests.
Business response
12/05/2022
Business Response /* (1000, 5, 2022/11/08) */ We apologize for the inconvenience. Refunds do take up to 30 business days to complete. Items that ship direct from our supplier are charged up front. We have requested to rush the refund and should be available within 5-7 business days. We have reached out to the customer to advise via email.
Initial Complaint
10/13/2022
Complaint Type:
Product Issues
Status:
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.
Order ******** #was made on Sep 12, 2022. No response that order was on backorder NEVER! I asked about my refund and NO more email coming back to me on when or how just that low on staff!!!!!!!!!!!!!!! I DEMAND A REFUND FROM THIS DEAD Company!
Business response
11/16/2022
Business Response /* (1000, 5, 2022/10/21) */ Mr.** was advised on 10.13.22 the refund process. The refund was completed on 10.19.22 from there it takes 3-5 business days to appear on the method of payment. We have emailed Mr. * to advise.
Initial Complaint
09/27/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am a regular customer of Ecklers and have previously found them great. I purchase items online, and they ship to me in Australia. My last order was placed April 30th, 2022. Due to unavailable parts of the order , Ecklers emailed me in June to say they could send a partial order, or I could cancel. I instructed them to send the partial order and my credit card charged $US216.10 for the transaction. The order was for 5 items and only one was received which was broken on arrival. I informed them of this and they requested photo which I sent and they responded they would be able to ship me the order again. I have since made numerous attempts to contact them by email and they are not replying at all. I want to continue buying from this company, however I need them to send me the parts as ordered given I have paid for them. I have every intention on continuing to buy from them however this needs to be resolved. I dont want action against them, I dont want anyone in any trouble, I just want communication from them, I want my order sent, and I want to continue to buy from them. The box was massively damaged on delivery which I sent pictures of and it looks very likely something has happened to it mid transit. If this is the case it is certainly not my fault. The box only had one of the 5 items ordered in it and that part was bent/damaged.
Business response
10/14/2022
Business Response /* (1000, 5, 2022/10/06) */ We apologize for the delay We did receive te pictures and not sure why a replacement order was not done. We have now isued a refund for the whole order. Mr.** can re-order the parts if he so chooses. Have emailed him to advise. Consumer Response /* (2000, 7, 2022/10/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Eckler's has been a very satisfactory company to deal with previously. It appeared there was a break down in communication on their behalf and management were not aware that there was an outstanding issue. A small error which they have very professionally addressed. I have reordered from them and will continue to do so with strong recommendation to others. This action was only necessary as I am an international customer and contact had been lost so I needed an neutral avenue of support. Thank you all.
Initial Complaint
09/16/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a product from them on Sept. 10th 2022. I got a confirmation email stating the order and I would receive an email confirming shipment with a tracking number. 5 days later I got nothing from them nor any emails. I called them and they said they were emailing the manufacturer for a timeframe. 24 hours later still nothing. Called them again and cancelled the order. Then they tell me it will take 3 weeks to get my money back. They took my money minutes after the order why so long to get back. And you should read all the reviews about this company on ur site. They are also very rude to customers. I have filed a dispute with my bank on the charge. They are a bad business ripping people off. And based on reviews I better not receive the part after I cancelled it because I'm not paying to send it back cause I cancelled the order. And it seems this is a trick they are doing. I have attached screen shots of the two emails I got from them. One is the original order and the other is the cancelation email. This way I show proof it was cancelled as so I do not pay anything else.
Business response
11/09/2022
Business Response /* (1000, 15, 2022/10/19) */ This was responded ot on 9.19.22 we also reached out to the customer. below is the response Concerning the BBB complaint you filed on order ********* We apologize or the inconvenience, the order has been cancelled and the refund is processing. Unfortunately the process for refunds is manual and takes longer than the initial taking of funds. The refund can take up to 30 business days to process. We have asked that your refund be rushed. It should be available in your bank within 5-7 business days. However if you filed a dispute with the bank it can take up to 120 business days to resolve and refund. Please advise if we can assist further. The refund was completed 9.20.22
Initial Complaint
09/03/2022
Complaint Type:
Product Issues
Status:
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.
Filed a return for a purchase made in April that was on back order. Eckler's phone service confirmed the order was canceled at the end of July. End of August, I received an email confirmation of the canceled order that it has been shipped. Called ecklers immediately to rectify the situation and they denied canceling the order and charged me anyway.
Business response
09/20/2022
Business Response /* (1000, 5, 2022/09/07) */ Mr. * placed two orders for the same part. ******** placed 4.26.22 which was cancelled as requested. Order ******** placed 5.11.22 was not requested to be cancelled and was shipped. He can return the item for a refund.
Initial Complaint
08/19/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered two wheels online and paid 07/25/2022, confirmed by vendor. Waited 4 days with no shipping confirm so I contacted Ecklers Industries on 07/29/22 and was told product is back ordered with no estimated delivery date. I was not notified of a back order up-front so I asked to cancel order and refund. Received the confirmation email below: E-Mail Received on 07/29/2022 from vendor. Order********* has been canceled and your refund is processing. Ecklers is currently experiencing staffing shortages that are causing delays in the refund process. Our accounting department is working diligently to get current and please allow additional time to see your refund processed back to your original form of payment. Sorry for any inconvenience this may cause.
Business response
09/08/2022
Business Response /* (1000, 5, 2022/08/22) */ Mr. * Filed a dispute with******* on 8/17/2022. Disputes can take up to 120 business days to complete. Once the dispute is completed the refund will be issued. Consumer Response /* (3000, 7, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) No...Opened ****** Case on 08/03 with follow-ups on 08/12, and 08/16 with no reply from Ecklers Accounting. Escalated to a ****** Claim on 08/17 with still no response from Ecklers. ****** requires contact by 08/27, not 120 business days. Consumer Response /* (2000, 10, 2022/08/26) */ Credit received in full on 08/25/2022. Requested refund for back ordered item on 08/03/2022...took 15 working days to refund.

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