ComplaintsforEckler Industries, Inc.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered a power steering kit Sept 2021 and was told it was in stock. Waited several months and kept getting excuses of how they were not unloading ships. Several months went by and nothing but excuses. I found the product locally so I cancelled my order and was refunded as agreed. Now today I am getting calls and letters saying my account is 90 days past due and no one seems to know anything. This needs to be resolved immediately as no product was ever received.

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/07/22) */ This is an error. There is nothing owed to Ecklers. Please disregard any calls or emails you recieve

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought some parts. I realized that it wasn't going to be delivered for 4 to 6 weeks. I couldn't wait need my part now. Called and canceled still haven't received my refund. When are you going to stop this scam company from doing this. Taking people's money and not giving it back. That's theft.

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/07/20) */ Currently refunds are taking upto 30 business days to complete. Mr. B emailed in on the 18th and we did rush the refund. The funds will now be available within 7 business days from the 18th. Left a voice mail to advise

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 18, 2022 I placed an order for two used parts. I asked for a timeframe to get them. The sales rep Sam C***** stated 10-14 business days they would ship since they are used parts they would not be on back order and I shouldn't come across any problems like I had on my last order. I was very reluctant to give Ecklers a chance again but I needed the parts. almost two weeks had passed and I did not receive an email stating parts had been shipped so i called to check on the status. The next rep on June 30, 2022 stated they were on back order and wouldn't be mailing until some time in august but couldn't give a time. I stated I wanted to cancel my order and get a refund. She put it in but again no email confirming my request to cancel the order. I called a third time and spoke to get another rep for ecklers who stated they could see the request. They did not give a timeframe. I placed an order over a month ago and cancelled two weeks ago. There's no communication unless I call and bug. Money was taken right away for my order but they cannot tell me when I should expect my refund back to my card. Why would they charge me for pets that weren't readily available like the initial rep stated? I called a fourth time today and all the rep could say was 2-3 weeks and when I asked additional or in total she seemed to not know. She said additional but when asked what's the timeframe right now in total for a refund she said 2-3 weeks. How is that additional? So is it 4-5 weeks or 2-3 weeks?

  Business response

  08/12/2022

  Business Response /* (1000, 5, 2022/07/15) */ Currently refunds are taking up to 20 business days. Order ******** was cancelled. The refund reference # is********** We have requested to rush the refund. The funds should be available with in 5-7 business days. Emailed customer to advise

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date ordered 7-12-2021 Never received part. Call 10 times or more. Said it will be shipped soon. Never got the part. I cancel order back in 01-12-2022. Said they would give me my money back. Never did. I call *************** to file a claim to receive my money back. Today BOA send me a letter said it has been to long to receive a credit. I want my 441.90 back. I have called a lot. Said they would credit my card. Never did. I want my money back. Order number ************ My number is****************************

  Business response

  08/08/2022

  Business Response /* (1000, 5, 2022/07/07) */ Mr. * filed a dispute with his bank. We excepted the dispute and the bank should have refunded MR.*** He will need to reach out to his bank.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/26 I ordered an automotive seat cover for my 67 Cutlass. I ordered with the help of a sales rep and was told the order (***********) would be processed. I was charged the full $540.63 on 4/26 according to my AmEx notification for purchases. I was told this they did not have the unit in stock, as listed on the web page, but would have to be ordered and was up to 30 days to process. I called on 5/19 to get a status and was informed that my order was stuck in pre-sales and never processed. They identified an IT related issue with the order that should be fixed in 24 hrs. and would get an email with the updates. On 5/20 I called back as to status and there was no change in status. On 5/23 I called back and was informed that the order was initially lost, then found and was not worked on as the IT department does not work over the weekend. IO requested a cancellation via email on 5/23. On 6/14, I was notified by AmEx that they processed a charge for $540.63. I called an cancelled my order with a CSR on 6/14 ********* and was told that I would be receiving credit in 3-5 business days. I called today 6/24 for status and was told their accounting dept. is backed up and will get to in in the next week to 10 days.

  Business response

  07/25/2022

  Business Response /* (1000, 5, 2022/06/28) */ We apologize for the refund delay. Currently refunds are taking upto 30 business days to complete. We have requested the refund to be rushed . Mr.** should see the refund within 3-5 business days from today not including Monday July 4th. We have contacted him to advise. Consumer Response /* (2000, 7, 2022/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business called and we discussed their issue with being 30+ days behind in refund requests. They indicated they would expedite the issue and I would receive a full refund in 3-5 business days. We both agreed that Wednesday July 6th would be the latest that a refund would be received from them.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered 4 items April 16, 2021. One item was sent to my home. The other 3 items were sent to a third party vendor. I had to send in 4 of my original car parts at a value of $594.60. (Value to replace). I have never received my order or my parts back. I have documentation in e-mails and phone calls during this time. After several attempts to call and e-mail went unanswered I called my charge card company in November 2021. They initiated a charge back. They have been going back and forth until this past week. They refused to issue me a refund. My original order ********* placed on April 16, 2021. One item send directly to me was invoice#********* The second shipment was three items sent to their vendor invoice ********. I would like my refund for the items on the second invoice totaling $2001.68. I would also like my original parts back that I sent directly to them or the value to replace them. I can order them for $594.60. I do have a membership #********. I have been doing business with them since at least 1998. Probably longer. I have had good service up until this. They will not answer their phone or return e-mails.

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2022/06/15) */ We have looked into this and see that we settled the chargeback with the back and the back refunded Mr. * $1978.17 on 1.31.22. This was for the parts, tax and shipping associated with the parts. We have reached out to the supplier to find out the status of the top rails. Not sure who Mr. * has reached out to as there are no recent emails or notes on this order. He will need to reach out to his bank if he did not receive he refund. Consumer Response /* (3000, 7, 2022/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted my charge card carrier. They have no record of a refund being sent. Can the merchant send an e-mail with proof on their part that I may forward to them? The merchant has also not addressed my missing original parts. We sent them to them. They acknowledged receiving them. This is their responsibility to send me back my parts or pay to replace them. This is only fair. I did as requested trusting them to not lose them. Business Response /* (4000, 9, 2022/06/23) */ We have reached out to the supplier and are still waiting for them to respond concerning the top rails. as soon as we have a response we will advise. Also looking in to the refund. Consumer Response /* (3000, 16, 2022/07/08) */ I am still waiting for my refund. I received a letter from my charge company yesterday after sending a copy of this BBB complaint to them with Eckler's response. I called them today and spent considerable time on hold while they checked into the matter. THEY HAVE NOT received the $1978.17 that Eckler's said they sent. They did not send it directly to me either. I asked in my last message if they would show some proof that it was paid. They did not respond. I received an email from Kelly B*** at Eckler's asking about the cost of the parts that were lost. She did not address the issue of the missing refund. I did send her my receipts for the purchase price of the missing parts. Consumer Response /* (2000, 21, 2022/08/03) */ I have received payment from merchant. Thank you for your help.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Good morning, on may 22 2022 I place an order on ecklers classic Chevy website containing 2 items. Order number ******** 1st item was shipped great! 2nd item is coming from a outside vendor ( master power brakes ). I spoke with this vendor and they said that they received and packaged the order on may 23rd. It is ready for shipping but will not ship my item out because "ecklers account is on hold, 20-30 orders pending because Ecklers hasn't paid Master Power Brakes yet" I've spoken with Ecklers customer service reps and a supervisor named brandilyn (?) the response I'm getting is that this is unusual and they're trying to get ahold of the accounting department that handles paying vendors. She's sent 4 people emails with only 1 response and that person could not do anything about this. Today is June 6, 2022, it's been 15 days since I placed the order. Master Power Brakes has my order ready to ship, just waiting on ecklers to pay them. I just want my parts delivered without all this run around.

  Business response

  07/01/2022

  Business Response /* (1000, 5, 2022/06/07) */ We apologize for the delay with the order. I so see that it has been cancelled and a refund is processing. Customer should have been advised "We apologize but at this time we are working on our partnership with this particular manufacture and we are unable to advise when this vendor will resume shipping for Ecklers. We can either cancel your order now or you can continue to wait and in the meantime search for another supplier" Contacted customer to advise he we will see his refund within 5-7 business days from the date it was submitted.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Ecklers Industries on June 1, 2021 (see page 1 from email copy) On August 5, 2021, I received an email from them stating the ETA was end of Sept. They did not arrive so I emailed again October 5, 2021 (see page 2 from email copy) On October 7, 2021, they captured the funds from my account. (see page 3) Below are the conversations I've had with a woman who I was finally able to talk to: August 2021: "It will be late September when the door panels would arrive." October 2021: "It will be January 2022 when they arrive" February 2022: " It will be April when they arrive" April 2022: "It will be June 2, 2022 when they arrive." I asked at this time why they are advertising new door panels deliverd by May 2? So why couldn't I get mine? The price on the new door panels that were on the website was almost double in price. I asked If they were in stock, why could they not send me my order? She said they have 2 sets in the warehouse so they will send me a set the next day. Then she called back and said her boss would not let her because their supplier who makes them needed to fill our order. So she instructed us to either continue to wait, or cancel our order and reorder directly with their supplier, Distinctive Industries. I then asked if we could cancel the order and get our money refunded. She said they could cancel the order but not refund the money directly. They would put in the request and Distinctive Industries would send it. Hard to believe, right? I protested by saying that we ordered this through their company and it is up to them to deal with this. However, I told them the right thing to do was for them to send me the product that was sitting in their warehouse and get this resolved. She said she could not and here we are still waiting without a word from them.

  Business response

  07/01/2022

  Business Response /* (1000, 5, 2022/06/07) */ We are looking into this and will advise shortly.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So in September 2021 I ordered a fiberglass spoiler, was told it was going to be 3 months max, mind you fiber glass is super easy to use and make but I understood it may take 3 months due to Covid***. Fast forward to April 2022 and a few emails asking when I'll get my product, they still kept giving me 3 more months, and always extended the time line 3 months. So I cancelled because it was taking WAY to long. It's now June (almost) and I'm still waiting for my refund, which is 2 months today. Basically I gave them money for a product, waited half a year, and now I have to wait for my $300 refund, which I'm assuming is going to take 6 months also. They pretty much are using my money for their business and I have to wait for when they feel like sending it back. Completely unnecessary wait times, and horrible business ethics. Never ordering from here again and I've been steadily trying to help people to avoid this business(post on Facebook pages and other social media platforms)

  Business response

  06/28/2022

  Business Response /* (1000, 5, 2022/06/01) */ We are looking into this. It seems a chargeback with the bank was filed in December. Will update as soon as we have more information

• Initial Complaint

  05/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 26th I purchased an engine wire harness. At the time there was no indication that there was back orders or quantities issues. I first emailed for an eta and got an email stating they had no idea and email again after 30 business days. I called and got the run around stating they had no idea when they would have the harness. Asked for refund and now get rude responses when asking about refund. Stating they have staffing issues and don't have an eta on refund.

  Business response

  06/24/2022

  Business Response /* (1000, 5, 2022/06/01) */ The refund was completed 5.31.22 and should be available within 5-7 business days on the original method of payment. left Voice mail for Mr. * 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. ↩