ComplaintsforFlagship One Inc.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a pcm for my 2002 dodge dakota from this business a couple years ago and it recently went bad. It had a lifetime warranty so I shipped it back to them and as of 9/10/24 they have had it for over 4 weeks. I call every 2 to 3 days for an update and every time I call it is something different. Last week a manager told me it would ship Wed 9/4 and I should receive it 9/6. I called 9/6 and they said it hasn't shipped. Someone called me today and just bluntly lied and said **** lost the first one and they are programming a second. I know this to be a lie because the shop app on my phone would have alerted me when the shipping label was created and I got nothing. I just want my working pcm to get my vehicle running that has been down for 5 weeks now, I can't even take the pcm somewhere else to get it fixed now because they have it

  Customer response

  09/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  They sent a replacement on 9/12 and it does seem to be correct after 5 weeks
  
   
  
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a computer for my car. 200 dollars. Web site says 24/7 customer service care. Called them. Told them car won't start. They said they have to wait to get back to me in 24 to 48 hrs. I'm stranded with their junk. This is fraud. They don't even have a technician but advertised that they do. Even says under warranty. I said I want my money back. She said if they took ot back now would cost me 85 dollars and no guarantee I would even see a refund. Scam SCAM SCAMMMM!

  Business response

  07/25/2024

  On July 10, 2024, the customer ordered an engine computer, which was successfully delivered on July 19, 2024. Upon purchase, a sales receipt including our return and warranty policy was promptly sent to the customer, as specified in our product listings.
  
  On July 24, 2024, the customer contacted us to report an issue with the unit. We advised him to complete an *** form, and on the same day, we provided a Return Authorization Form to facilitate a proper diagnosis by our technicians. However, the customer declined to sign the *** form and chose not to wait for our technicians to assess the unit's condition. Instead, he opted to return the unit for a full refund.
  
  We informed the customer that if the unit is found to be functioning properly upon return, an $85 programming fee would apply, as outlined in the receipt and warranty policy. Despite the customer's initial refusal to pay this fee, citing the unit's malfunction, we agreed to waive the fee as a one-time courtesy. We also provided a return shipping label via email and contacted the customer to confirm that a full refund would be issued once the unit is returned at his convenience.
  Given the events described above, we respectfully request the removal of this feedback. The customer currently retains possession of the unit, and we have made every effort to assist him in accordance with our policies.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company posted items via **** but they send the items, they call you with any order issue delaying the process in order to keep your mone

  Business response

  04/21/2024

  Hi,

  
  Thank you for bringing this matter to our attention. We regret any inconvenience experienced by our customer, and we take their concerns very seriously.

  
  Upon receiving notification of the Item Not Received (INR) case filed by our customer on ***** we acted promptly to resolve the issue. We processed a full refund through ****** resolution center as soon as the complaint was lodged. Attached to this email, you will find proof of the refund transaction indicating that the amount has been successfully credited back to the customer.
  We strive to ensure timely and accurate delivery of all orders and apologize for any delays that *** have occurred in this instance. We are reviewing our procedures to prevent such occurrences in the future and remain committed to providing our customers with the highest level of service.

  
  Thank you for the opportunity to resolve this issue. Please do not hesitate to contact us if further information is required.

  
  Warm regards,

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

  Customer response

  04/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Why your agents were requesting me to make a purchase outside **** to get my credit card information 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  04/23/2024

  Hello,

  
  The customer purchased the order via **** and filed an "Item Not Received" case. Subsequently, we issued a refund through the same case. Please review the attached file once more.

  
  Warm regards,
  ******************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a ecm from this company for around $185 got the part and part didn't work in my vehicle was told to send my old and the new to them so they could clone the old to the new. Sent both parts to them and finally received them back put part in my vehicle still no good. Contacted them numerous times with resolution to the issue this has been going on for about a month now

  Business response

  01/19/2024

  Good day *******,

   

  I would like to sincerely apologize for all the inconvenience this transaction has caused you. 

   

  While I am checking the account status, it appears that you were already approved to return the unit for refund. If you do not have access to get it ship back. I will send you the shipping label thru email. I will attach the free return shipping label on this message as well just in case. Once we receive it back, allow us ***** hours to issue the full refund. 

   

  Again, we're sorry about this case and we hope we can make it up to you in the future. 

   

  Regards,

  ***

  Flagship One Inc

  Customer response

  01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/31 we purchased a computer for a vehicle. On 11/16 we received it. We installed the computer and it was defective. We returned it to them and they sent it back weeks later saying they reprogrammed it. The part is still defective. They will not issue a refund because its over 30 days. We have only had it in our possession a couple weeks.

  Business response

  01/04/2024

  To whom it may concern,
  
  
  We aim to provide the best customer service possible within the limitations of our return policy and warranty. The customer ordered a 2000 Dodge ************ ECM Engine Computer over the phone on October 31, 2023 and the unit was delivered to him on November 16, 2023. The customer then reached out and claimed that the unit was not working with a no communication issue. We approved the return and got the unit back on November 28, 2023 with the customer's consent by signing a Return Merchandise Authorization form.  The unit was tested and confirmed communicating and in working condition. On December 6, 2023, the customer was made aware of the testing result, and he agreed to get the unit back. The unit was delivered back to the customer on December 16, 2023. 
  
  
  The customer reached out again with the same issue and returned the unit without prior notice. We received the unit back on January 3, ****. Although the order is way past our 30-day money-back guarantee, we refunded the customer in full today January 4 and a refund receipt was sent to his email address, ******************. We hope to get this issue resolved. 

   

  Respectfully,

  ******* *

  
  

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had sent in an ECM for a 2008 Dodge Ram pickup in October. Our account was charged for the repair on October 23rd, 2023. They said it would take 2-7 business days to repair the **** I called continually for two weeks when they had the unit already for 2 full business weeks. I was trying to get an update on it. They would go in circles trying to avoid giving me an explanation of what was going on with the unit. Finally they told me that they had to try and program the unit 3x and that the 3rd time it was fine. We received the unit on Monday, November 20th, 2023. We installed the unit and everything appeared to be fine. The customer picked up the vehicle and within 10 hours it was doing exactly the same thing it did before they fixed the **** The customer said he is in areas that don't have cell phone reception and can't have it break down on him. When we scan checked the pickup - the issue went back to the ***** doing exactly what it was before and not performing correctly. I can't wait a month to see "if they can fix it". I am requesting my money back from this company and they have been less than receptive. I can't speak to the person I need to and they just email me telling me that they can send out a shipping label to get it back to their lab and that there was nothing wrong with it when they shipped it back - but funny how it doesn't work yet.

  Business response

  11/26/2023

  On the 20th of October 2023, Flagship One provided ***************** with a repair service for their 2008 Dodge Ram Truck Cummins 6.7L Engine Control Module. The service, which cost $649.99, included programming for the computer, shipping label back and forth, and a lifetime warranty. Flagship One assured the cardholder that the module would be repaired, processed, and programmed within a period of 5 to 7 business days, subject to the issues identified during testing. 
  
  The evidence presented is intended to assist in the resolution of the matter at hand. It is important to note that the documents and screenshots are provided to support our response and are therefore integral to the overall understanding of the matter. 
  
  On October 26, 2023, Flagship One was in receipt of the customer's computer, which was subsequently subjected to a thorough examination by the team. Following extensive testing, the team concluded that the unit necessitates software data recovery and reprogramming.
  
  Flagship One kept ***************** updated despite customer's repeated demands for immediate service.
  
  During the process of reprogramming and testing the computer, the team encountered three instances where they had to make adjustments before achieving the desired outcome. This suggests that the computer's quality was inconsistent, and further measures may be necessary to ensure that the computer meets the required standards. It is crucial to address any such inconsistencies to prevent adverse impacts on business operations or academic endeavors. Hence, it is imperative to conduct thorough quality checks to ensure that the computer meets the necessary requirements and is suitable for use in its intended setting.
  
  Finally, the computer was successfully repaired and re-covered. It was shipped on November 15th via **** tracking number 9405536105440647220768.
  
  On November 21st, the customer contacted us to report that the computer they received had stopped working. Our representative kindly asked about the issues and steps they had taken to diagnose the problem with the repaired module. However, the customer refused to provide any such information and insisted on a refund.
  
  It should be noted that Flagship One provides a lifetime warranty for computer repairs. However, once service is rendered, customers are duly apprised that repairs are non-refundable. This policy is in line with our commitment to customer satisfaction and our emphasis on providing high-quality service. We are dedicated to ensuring that our clients receive the best possible solutions to their computer-related problems, and our warranty program is just one of the many ways in which we demonstrate this commitment.
  
  Regrettably, despite our best efforts, the customer filed a complaint. 
  According to the complaint, the customer stated that...  "We received the unit on Monday, November 20th, 2023. We installed the unit and everything appeared to be fine. The customer picked up the vehicle and within 10 hours it was doing exactly the same thing it did before they fixed the ***." 
  
  The computer appeared to be functioning properly after installation. However, after 10 hours, it started experiencing the same issue as before. 
  
  The customer claimed that the repaired computer was the source of the issue without any subsequent diagnostic or comprehensive testing of the entire vehicle. However, it is imperative to undertake a rigorous diagnosis of the complete vehicle to ascertain if there is an underlying issue that could culminate in an *** failure.
  
  Flagship One is taking steps to challenge and respond to this complaint by presenting evidence that we have fulfilled our obligation to the customer by delivering the purchased unit and services in accordance with the agreement.
  
  Our policies state that we are always willing to address any customer concerns directly as we offer a warranty. However, in this case, the customer did not provide us with any details regarding how they diagnosed the *** and Vehicle. We tried to reach out to them via email but did not receive a response. Flagship One has attached evidence to support our claim that the customer is under a lifetime service warranty without a refund option.
  
  

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The original complaint on the *** was - the customer was out in the field and the truck died.  We pulled it into the shop - it had no lights (SES).  When scan tool checked, it had no communication with the ***.  We checked power and grounds at the *** and found communication between the ***** BCM and other modules, just no communication with the *** bus.  We got a salvage *** and tried it, the truck started, but security denied it to be programmed.  We then sent the original *** from the truck to Flagship.  When receiving the *** back, we installed it into the truck and it ran.  The customer used the truck all day that day and when he went to come to town the next morning it died in his driveway.  The truck ended up firing back up but revved the RPMs to 2200.  It then stumbled and then idled while being pulled to the shop. The *** is setting a P2509 code and all other modules are setting lose of communication with ***.  The truck will randomly die.  This told us that the *** was not fixed correctly and is not functioning correctly.  This customer uses his truck to drill ***** in areas with no cell phone signal and cannot have it in the ground and have the truck randomly die due to this issue.  At this time, we are not trusting that Flagship One will properly get the *** fixed.  We have not had reassurance with them. This is why we are asking for a refund of our money - due to the repairs made did not fix the problem.  I feel that there wasn't adequate testing with this *** prior to it being shipped back to us.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  11/29/2023

  Flagship One has concerns about the accuracy of the information provided by the cardholder. Therefore, we conducted a thorough investigation based on the symptoms and diagnosis provided for the repaired merchandise. This is to ensure that all relevant facts are uncovered and properly evaluated.
  
  As previously mentioned in response to the complaint, Flagship One was able to successfully repair and reprogram the computer. However, the cardholder reported that after using the repaired computer all day, it suddenly stopped working and the *** was setting a P2509 code. Additionally, all other modules were setting loose communication with the ***.
  
  Prior to dispatch, the Flagship One team verifies that the Engine Control Module (***)/Computer is communicating effectively.  It is highly recommended that the user performs a thorough diagnosis of the entire vehicle, as there *** exist an underlying issue beyond the *** that *** result in loss of communication.  As per the provided information, it is evident that the unit operated efficiently for a duration of one day. This stands in contrast to the absence of any communication.
  
  
  The fault code P2509 signifies a problem with the power supply to the engine control module (***). The resolution for this issue is to replace the battery of the vehicle. 

  
  Our policies state that we are always willing to address any customer concerns directly as we offer a warranty. Flagship One is taking steps to challenge and respond to this complaint by presenting evidence that we have fulfilled our obligation to the customer by delivering the purchased unit and services in accordance with the agreement. However, in this case, the customer did not provide us with any details regarding how they diagnosed the *** and Vehicle. We tried to reach out to them via email but did not receive a response. (please see attached on the first response) 
  
  Flagship One has successfully repaired the ***, and as a result, the cardholder is no longer eligible for a refund. We extended an offer to test the product for a return; however, the customer opted to decline the offer. Our team of experts is committed to delivering exceptional products and services, and we are pleased to have resolved this issue directly with our valued customer.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted Flagship about a product I ordered and the product did not work. Vehicle computer was installed and the vehicle came back with several error codes. Contacted Flagship and was sent a warranty form that needed to be filled out and sent back. Once Flagship approved the warranty I sent the item back. Waited several weeks and spoke with numerous employees and have been told many different reasons why I don't have the replacement item back. Called today and spoke with 2 different employees and got 2 different responses on why I haven't received the replacement. I am told there is not a person in charge I can speak with.

  Business response

  10/08/2023

  Hello,
  
  We apologize for the inconvenience and the delay. Your replacement is still in process, and the estimated arrival will hopefully be this coming week.

  Sincerely,

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

  Customer response

  10/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved

  i am requesting the BBB to review my account and notice all the calls made to check on my part. Today i called and ******* told me my part is suppose to be shipped tomorrow. Ive been told this numerous times. ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  10/12/2023

  Hello,

  
  Thank you for the follow-up. We tried to get it ready today but couldn't do so. We will do our best to ship it tomorrow; if not, it will be Monday.
  We apologize for any inconvenience.

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

  Customer response

  10/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved I

  I am shocked that I'm still getting excuses on why my product has not been sent out. I submitted my paperwork promptly and  I am  still waiting.

  I only hope that this business is flagged for poor business tactics and selling products that are unsatisfactory for use. 

  BBB should investigate this business since this report I've made. Why is it that Flagship is allowed to continue to give me excuses!!!

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a computer for my vehicle 2006 Dodge Durango from flagship one paid for it February the 18th and didn't receive it until March paid $281 took it to a shop to get it put on and the shop tells me the computer is no good and it's nothing they can do with it to return it and get my money back in order from someone else they refuse to do any work on my vehicle when knowing that the computer come from flagship one did an inquiry to get my refund on June 24th spoke with someone and ask to speak to a supervisor didn't hear back from no one until July the 27th at 11:34 a.m. to advise me that she's sorry for the delay of her getting back with me and I cannot receive a refund they could only give me store credit they do not sell anything but PCMS and and their product is not compatible with my vehicle I also have a lifetime warranty with them which states if I have to return the item which is the PCM they would take a 20% restocking fee and I am okay with that which I don't think is right because the part did not work and I explained to them that I will accept that offer it's not right for people that's disabled with low income to be taken advantage of so I'm asking for your help BBB thank you my name is ******** ********

  Business response

  07/29/2022

  To whom it may concern

  The customer ******** purchased this computer in February of 2022 due to a delay the engine computer was delivered to the customer on march ********. The customer did not reach out to us until June 24th which was already beyond the refund period. An rma form was sent and reviewed by out techs, and more information was needed from the customer. Upon emailing the question to the customer, ******** called us and requested a refund. She was informed by a customer service rep ********** she was not eligible for a refund only a store credit or a replacement. 

  In the customers complaint it looks like some information was omitted. I have recorded phones calls in which the customer states they just got around to installing the unit. The call made to the customer on July 27th by the manager was a call back since the customer requested a call from a manager after previous customer service reps informed her she was not eligible for a refund. The return policy is stated on the warranty, the customers agreed to these terms when she signed and activated the warranty. I have attached a signed copy for reference. 

  ******** ******** is only eligible for a store credit or replacement, she is not eligible for a refund since it beyond the time frame. 

   

  ****** 

   

  Customer response

  08/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  To whom it may concern i purchased two computers one for my husband truck and one for my truck .We had to do one truck at a time we needed one truck to get back and forth  unfortunately we started with my husband truck it took more time and more money the same time I called to fill out for his return. I spoke to someone about mine and she told me that I was okay that I had enough time to fill out my forms but when. I call back and do mine separately from his/my husband truck i did but when I called they gave me the runaround waited and call back the next day .I was told I'm  out of the date or my refund and they can only give me a store credit which you only sell computers and they do not work for my truck but is  labeled as a plug and play which means you shouldn't have. To take your vehicle to a dealer or shop to get program it's labeled a plug and play my check engine light is on and my truck is stalls once it get to its reaching temperature it cuts off it's a bad thing when. I'm on the highway an my vehicle  stall an the steering wheel locks and my kids are in the vehicle with me  the saddest thing about it flagship one
  say I'm out of date but my husband computer was purchased before mine and he received a full refund I tried to send the unit back so flagship one can see what was wrong with it I already took it out my vehicle I couldn't drive it like that so. I put the old one back in until I fine and purchase a new one from someone else good thing I did not get rear-ended .
  

  
  

  ******** ******** (*********) this is my orders for the second truck label to be a plug-and-play to and the paperwork for  the return but never received a shipping label I will try my hardest to get it shipped out Monday or Tuesday since I haven't received a shipping later and I can't do anything with it
  
  
  
  
   
  

  Customer response

  08/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It seems that the unit is not sealed properly faulty unit refund please 

  P3400 have changed all 4 mds solenoid don't have any lifter issues

  The part is in the mail  

  
  
  
  
  
   
  

  Business response

  08/22/2022

  Good day 
  
  As stated before the customer is not eligible for a refund since its past ******************************************************************************************************************************************************************** June *********. 
  
  There is no proof from the customer showing the item has been returned. If they unit is returned, it will be examined to see if the damaged was actually caused by the customer. If the damaged to the computer was caused by the customer then the warranty will be voided and they will not be eligible for a replacement or store credit. 

   

  ****** 

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased a plug n play ecu for my 2010 altima on or about june 7 2022recived it i received it on june 15 2022 plug it in to my car would not do any thing contacted flagship one same day they sent me a return slip told me to send their ecu and my orignal to them that it was proably a security problem so i sent them both to them they contacted me told me it was imoblised it would be fine now and they were sending both back to me the very next day they text my old ecu had a burnt spot and the new ecu showed a burnt spot in the same place and i for got to mention they were cloning themand they said my warrnty was no good so my defence is how do i know when cloned some thing went wrong and it cloned the burnt spot and i would like a new unit that plugs and plays not just plugs or my 363.00 dollars back i feel thats fair

  Business response

  07/01/2022

  Customer, *********************, placed an order with us via website on June 07, 2022 for an Engine Control Module for their 2010 ****** Altima 2.5L. Immediately after the customers purchase, they were sent a copy of the sales receipt which contains the warranty and return policy, all of which was explained in the listing for this item on our website prior to purchase and which is printed on the front of the purchase receipt. (see attached signed and activated warranty) Upon completion of programming and testing of the unit, the item was shipped via **** on June 15, 2022 with the tracking number:**********************. According to the tracking number as well as the **** website; the item was delivered to the customer on June 17, 2022 in ****************************************. The customer contacted ** on June 17, 2022 to let us know they were having issues with the unit. That same day, we have sent him an RMA form that he filled out with the issues he's having with our unit. Come June 20, a return label was sent to him, and we have advised him to send his original unit together with our ECM as the issue is related to immobilizer. He was informed that we will be getting both units for us to clone the immobilizer data. Both units were received last June 25, 2022 and have been forwarded to our technical team. We had marked both units as cloned however, during the final stages, it kept failing. Upon opening both units to see why there was an error it was discovered that the board of the ** unit and our ECM have burnt components, those burned components are in the same places, possibly caused by the customer's vehicle. Due to this, the customer's warranty is voided. As per our returns terms and condition, the lifetime warranty shall be void if an item is returned with any signs of:
  
  Burnt Components
  Physical and/or Water Damage
  Misuse and/or Abuse
  Modifications, Opened, Tampered with, and/or used for any purpose not originally intended
  Vehicle is involved in a collision
  Security Seal is removed, broken and/or damaged

   

  These conditions are explained in the warranty form signed and agreed by the customer. 

  Customer response

  07/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I purchased a plug nplay ecu for my 2010 altima with a life time warranty when I plugged it in it wouldn't play I texted flagshipone they had me return it with my original ecu said they would have to clone it 2 days later said it was good to go no more problems I should have next day new text my original had a burn now my new has one warranty voided I don't know but I think cloning it would have cloned the burn I ask for a replacement or a refund of ****** dollars no response other then warranty voided I don't feel it's my part I only done what anyone would have done I plugged it into my CAR no instructions were sent please help me if you can thank you *****

  
  
  
   
  

  Business response

  07/25/2022

  The unit that was sold to the customer is indeed a Plug and Play. It was tested and programmed based on his VIN before it was shipped out. When he received it, he complained about immobilizer issue, that is the reason why we asked to send the unit he bought from us together with his original ECU so we can clone the immobilizer data. Both units (original and our ECM) were received last 06/25/2022. It was then forwarded to our programming and cloning team, however, our unit kept failing the final procedure. The techs opened our computer to further investigate why the unit kept failing testing and it was discovered our unit had a burnt component on the board. Our tech has also checked his original unit and it showed a burnt component in the same exact spot as ours, which only means that his vehicle has damaged our unit. As per our returns terms and condition, in which the customer has signed and agreed to, the lifetime warranty shall be void if an item is returned with any signs of:
  
  Burnt Components
  Physical and/or Water Damage
  Misuse and/or Abuse
  Modifications, Opened, Tampered with, and/or used for any purpose not originally intended
  Vehicle is involved in a collision
  Security Seal is removed, broken and/or damaged It is clearly indicated on the warranty that he has signed and agreed to, that any damages Due to this, his warranty has been voided. 

   

  We have shipped both units back to him and he received both units on 07/09/2022. 

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a *** onboard computer for my **** B3500 Dodge Ramvan for about $400.00 sometime early 2020 with a lifetime warrenty. About a year later the *** was malfunctioning. Sometimes the van would suddenly stop running when I was driving. I used my van regularly until the last sudden malfunction on the freeway during morning rush-hour traffic. I contacted Flagship One Inc. to get the warrenty serviced. From this point I explained over the phone in multiple calls what was happening. They determined that there was some questions still about if I had nulified the warrenty in some way. So the company emailed me a document to describe more clearly how I determined the problem was with their computer. Well lucky for me I own another Dodge Ramvan 3 yrs older. They used the same pcm, so to demonstrate my newer van was fine except the computer, I switched them and my my new started an drove normally consistantly. FS1 decided I should send them pcm I had purchased. I did and never heard back from them. I would call them every week for any updates. They said they would have their account manager call me back; never did. The first outreach email contact informed me that it was a voided warrenty for some unknown reason according to their engineers, but that they would fix my pcm if I paid them $170.00. I complained stating they would have to give me a reason and if not they needed to return my pcm to me. By this time I'd figured out it likely just needed reprograming. I didn't know what was really wrong and wanted to respect the warrenty contract. The next email Someone from FS1 said sorry about the confused delay they would send me a pcm as soon as available, that it was on a national backorder;unavailable. another call after more months FS1 would again fix mine but for $200.00 . I said no send it back to me. They said they couldnt it was thrown away; I had to wait for a new one or take store credit. I did not want store credit only a pcm. Ivhear nothing

  Business response

  06/29/2022

  To whom it may concern,
  
  
  The customer sent her part back to us for her warranty and for the unit to be tested. It came out as damaged and we are not able to send out a replacement unit because we're still on national backorder for this particular unit and we also are unable to send the damaged part back to the customer.
  
  
  We gave the customer an option to repair her original unit for additional $200 since our repair service costs $549.99 and she paid $349.99 for this order or we can give her a FULL store credit that she can use for future orders. 
  
  
  Unfortunately this is the only option we can give to this customer. Thank you.

  Customer response

  07/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I still can not use my van.  My purchased van computer was destroyed by this company without notice and without my authority  just as they offered to fix it for more money.  I do not have the original pcm as it was replaced by the one I purchased from FS1inc  which FS1inc threw away.  You can find my pcm all over ***** Amazon and other internet outlets; so there is NO national backorder as they claim.  FS1inc may not have it from their suppliers, but that does not mean its unavailable, just they are not willing to replace mine in a reasonable fashion. A lifetime warrenty is not valid if it means I loose my van cuz I cant register it nor drive it. They should get me mine back or replace it NOW before I loose my van because of them.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  07/11/2022

  To Whom it may concern,
  
  
  The customer is searching by the year make and model not by the exact part number - please understand that every vehicle has a compatible part number that would work on its engine computer. 
  
  
  Since we do not have this part yet available for the customer and we can't send a non working ECM back to our customers. Our ************ for the customer is a full store credit or to repair her original unit for additional $200 since our repair service costs $549.99 and she paid $349.99 only for this order.
  
  

*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. ↩