ComplaintsforISC Suspension, INC`

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a set of coilovers (car suspension components) back in May 2019. The main reason for purchasing was due to life time warranty coverage offered by the manufacturer. Warranty coverage from manufacturer website: "The Warranty is limited to North America only. Professional installation is required with all products to avoid improper handling and/or installation. Our Limited Lifetime Warranty covers bolt-on components such as bottom mounts, top hats, camber plates and shock bodies." Source: **************** The shock bodies are no longer working. Manufacturer argues shock bodies are not covered by warranty and says they must be purchased. Manufacturer is calling the "shock" component of the coilover a "shaft". I pointed out to the manufacturer the warranty says "shock bodies" are covered by lifetime warranty and asked for support person to show me a picture of what a "shock body" is. Support person showed me a picture of what I need replaced, but he refers to it as "shaft". Manufacturer is avoiding coverage by use of words.

  Business response

  04/03/2023

  To whom it may concern,
  We received a complaint from a customer via the BBB on 4/3/23 via USPS. The
  customer states that we are not honoring the warranty based on “use of words”. The customer
  is trying to warranty a part (Shock Body) that is only covered for 2 years. We have a LIMITED
  lifetime warranty which outlines these details in full via the provided link on the customer’s
  complaint. We may use any terms when referring to replacement shocks such as: Shafts,
  Shocks, Dampers, Shock Bodies, etc.. We are not denying the customer's claim due to false
  use of words, we are denying warranty due to the time frame in which the customer has an
  eligible warranty for. Any other component is covered for life, except the aforementioned item as
  it is considered a “consumable” or wear item. Clearly stated on our warranty page in which the
  customer did not include:
  “ISC Suspension Shafts and Internals: thrust bearings, pillow balls, jetting
  assemblies, shaft seals & o-rings and o-rings seals, piston shafts, shock absorber
  internals, oil & fluid and shock absorber gas leaks. All consumables carry a 2 year
  limited warranty.”
  We have worked with this customer in the past for warranty inquiries without issue, and
  we tend to be fairly easy to work with in these types of situations. We have provided all
  information to the customer as well as all options for replacing his current struts given he is 2
  years outside his warranty period on this specific part.
  Thank you,
  ISC Team

  Customer response

  04/06/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: 

  The business must update warranty terms and conditions in order to NOT mislead potential customers.  It is the only reason why I bought the suspension system from them in the first place. They conveniently change what is covered to avoid honored covered components due the lack of transparence in the wording of the warranty. 

  
  Sincerely,
  
  **** ********

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