ComplaintsforECS Tuning, LLC

• Initial Complaint

  04/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4/14/2024 a sealing washer kit in the amount of 26.59 was ordered from the ECS website. It shipped on 4/15/2024 via USPS tracking number **********************. This order has been stalled in Memphis TN since 4/19/2024 and per the USPS policy is eligible for a claim to be filed after 5 days. After 7 business days ECS refuses to follow up and request that the customer file a claim with USPS, per USPS policy the shipper needs to file the claim. The total of this order with shipping and taxes is 41.24. ECS is refusing to fulfill the order or provide any assistance for an additional 14 business days per ****** *******, the customer service representative. We need this part to complete service on a car we are restoring and cannot wait the unknown length of time for ECS to resolve this problem. We have had to order the part from another supplier and feel that ECS is acting in bad faith by taking payment for parts and shipping while not providing the part or fulfilling obligation as the shipper.

  

  Business response

  04/25/2024

  Our policy is to wait for 14 days with no movement before reshipping.  We do this because USPS might miss a scan but it's still moving through their network.  The customer contacted us on the 23rd concerned about the tracking.  Since the cost was so low, we made an exception and set up a replacement order that shipped out later that day.   Meanwhile, the original package had another scan on the 23rd.  They called on the 24th and threatened a chargeback.  We already sent a replacement and the original was already moving.  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/22/2024 at 6:04pm I received an email form ecs tuning( whom I have an account with) that my order had shipped. The problem is I did not make the order and the email had an individual name that was not mine. I quickly logged into my account to find someone else's personal information in my account such as name, address, phone number, and even credit card information along with my own. I quickly called ecs tuning, and was told a mistake was made and that my account was merged with another individual. They informed me that this individual could see all my personal information as well. They said not to worry and they'd fix it. Later on that day I called back because nothing changed. The employee who answered said I'd have to wait for a manager to call me back on Monday.. I reluctantly waited till Monday, and no call nothing. I called Tuesday and asked for a supervisor/ manager and explained the issue for a third time, and was told a manager would call me back. No one has called me back or fixed this serious issue. My personal information along with another's has been leaked here!

  

  Business response

  04/25/2024

  A sales representative set up an order for a different customer on the wrong account. The accounts were merged together and we have since unmerged them.  We never visibly record more than the card type and last 4 of the card.  This is to eliminate security risks such as this example.  We apologize for the delay in following up but a member of the leadership team reached out to you yesterday to go over the details. Please let us know if you have any other questions. Thank you

• Initial Complaint

  04/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered a transfer case mount from them and is leaking fluid. Called the first time and waited on hold for 20 minutes used call back and took another 45 minutes. Spoke to someone in sales and explained issue. Put on hold again to speak “parts specialist”. Sale rep said there is no fluid in the mount and it’s solid to which I told him there is fluid as I thought the same but bushing is leaking when not installed. Hung up as this was going nowhere. Called back again and was put on hold for 42 minutes before it just hung up. Called sales again and spoke to a representative was transferred to a supervisor who was combative and after sending a video of it leaking (bushing was not installed in car and can see fluid coming from bushing) was told it was probably a leak on the transfer case. Old bushing is completely dry and there is no sign of leak on transfer case told them this info. Was then told I was cursing at employees, however I did not curse “at” an employee and did not say **** you to them. Supervisor never once apologized for issues with service or product. This is now costing me in down time and extra expense to buy same part as well as having to perform job again.

  

  Business response

  04/24/2024

  The bushing is sold and does NOT contain fluid.  If it has fluid on it, there a leak elsewhere that's seeping into the bushing.  As for the disrespectful nature of the conversation, we have recordings and we don't tolerate cursing. The customer has already been given an RMA and return shipping label.  Once it's returned, they will be refunded.  

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 02/19/2024 Order Number: *********** Order Amount: $3810.26 I am filing this complaint today due to the lack of customer service this company provides. It took me three weeks for me to get a hold of someone over the phone. I had called everyday just to be on hold for a ridiculous amount of time without someone to assist me. I figured I would try live chat, and that did not work one bit either. In that case I wrote an email, no response until a week later, which then have not got a response since. This complaint is over a return refund not given. It has been over 6 weeks since my return was made. I did manage to get a hold of someone over the phone last week, they said they would have the returns team process this the next day, but it has been a week since and still nothing! I did not want to file a dispute with my credit card issuer just yet, because this seems to be a mere issue of communication.

  

  Business response

  04/29/2024

  When  searching for the return, we were not able to locate a package that had the correct dimensions.  The package that was originally shipped to the customer was 51x24x11in. The package that was scanned in by FedEx was only 9x7x4in.   There is no possible way an exhaust was shipped back in that size of a package. We can only refund something if it's back in our possession. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  UPDATE TO ADD: I canceled my order with them as I still didn’t receive my product three weeks after it was ordered (March 14th). I had to call them three times to try to resolve a return to sender issue where they stated that my part would be sent back out the next day after they receive it. One, two, and three days pass with no updates. I call them back and they state that they are waiting on a part to come in. I’m sorry, what? My part was sent right back to you? Did you send me a box full of rocks the first time? I will be going to the bbb to report y’all. I had much better luck with ebay. Oh yeah, you guys still owe me $52.01. And no, I don’t want store credit for your disgusting store. Call me back to get my order number and the remaining information you need. I expect one Monday morning. Original Review:Absolute garbage of a company. I’ve sat on hold NUMEROUS times waiting for the literal smallest package that was returned to sender. All for a bolt and a bushing for my 2006 Audi. What a load of crap. At one point of time I was on hold with them for 2 hours on one phone and 50 minutes on the other. They are liars and tell me that my package was supposed to be re-shipped on Tuesday. No updates. Call again and they said it was supposed to be today friday. Again, no updates. Maybe I will actually get a response on here since they never answer their phones.

  

  Business response

  04/08/2024

  Yes, we understand we're understaffed and working to help customers as fast as possible. There's no need to wait on hold because we have a callback feature that would return your call as soon as it's your time in line.  The order is already fully refunded.  There's nothing else to refund at this point.  Thank you

  

  Business response

  04/16/2024

  Again, absolutely no one lied. Once we were emailed on the 8th, the funds were processed.  We understand the frustration of waiting on hold.  We only have the capability of answering as many calls as we have people to answer them.  If you would like to contact us via email, we'd be happy to answer any other questions directly.  

  Customer response

  04/17/2024

   I am rejecting this response because:
  
  This does not answer why ECS did not have the part after it was returned to sender - causing further delays as we had to wait for a new part shipment to arrive to ECS. Your representative said that my return to sender package would get a new label and would be sent out the next day. This did not happen and my package was either sent out to another customer, thrown away, or lost. This is my issue. By the time I decided to start the refund process, it was a month after the initial order. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The problem is with the product. It is faulty, and should not be sold to the public. I have tried to email and call the company several times and they will not respond. I would like to send back the product and receive a full refund. I would be willing to pay for the return shipping, if a refund is issued.

  

  Business response

  04/01/2024

  We see the customer has been working with a representative via email.  Since there are several things that could be wrong, including installation, we need more information in regards to the complaint before we could authorize a return.  Specifically, we would need the shop diagnosis before allowing a return on an installed exhaust.  Thank you

  Customer response

  04/02/2024

   I am rejecting this response because:

  I cannot provide a shop receipt because I installed (and removed) it myself. I am a former ASE certified auto mechanic.

  I find it comical that the business is trying to blame their faulty product on an incorrect install. It is an exhaust system with 2 pipes. it would be impossible to install it incorrectly. The problem is the part itself that they obviously do not want to stand behind.
  

   

  
  

  

  Business response

  04/09/2024

  We have been communicating with the customer via email and will accept the return back with a 15% restocking fee. The part needs to come back in like new condition. 

  Customer response

  04/10/2024

   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.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a set of headlights from ECS on March 1st 2024, I financed the total amount through affirm and it was *******, the headlights came and since the first day they did not function properly. I tried chatting on their website but it says no agents are available so then I called and sat on hold for 30 minutes, so then I emailed them and still have not heard anything back. I have since emailed two times and called them 5 times. Every single time I have called I just get put on hold for hours and no one ever picks up, they will not respond to my emails. I then set up the return through their website just simply asking for an exchange however it wants to charge me another **** dollars out of pocket and I wont receive the new headlights for almost a month. Ill be out ****+ dollars with broken headlights for a month and I still cant even talk to anyone over there. At this point I just want working headlights that's all I need. The original order number is *********** and the new order number since they want to charge me more is ************ The only time I ever got through to anyone is when they called me because my card info was wrong and their financial department called asking for money so I paid them and asked to talk to someone in customer service and was put on hold for two hours and never heard anything. The only time they care about you is when they want your money otherwise you don't matter to them and that's clear.

  

  Business response

  04/08/2024

  We're working with the customer on the exchange options and have already issued a refund.  Thank you

  Customer response

  04/09/2024

   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.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my original order with ECS on Feb 8 2024 for $896. I was informed immediately by email that the order would be split due to backordered parts. Fine. Numerous email email updates followed with ship suspense dates that came and went. New ship date updates were constantly being sent. I wasn't in a particular hurry. However, I emailed them about one of the split order because it contained an item that no one is really buying. I took a chance on it(reputation of manufacturer was damaged from a very poorly performing initial product) thinking it would be easily in stock. I didn't receive a response to my inquiry stating that I was about to cancel the order. The next day the order arrived. That's one good thing. But, the bulk of the split order was still in a separate $552 bundle. This is the order i have an issue with. On Feb 29th I received an email stating that this order had been shipped. Great-should be at my box soon. I say box because I'm in the **** in ***** and we all have post office boxes here. I did not check on this order again until it turned in to two weeks and I still had not received the order. I checked the tracking and it stated that the order left their store in ****, made several stops in ****, turned around, and went right back to ECS tuning. I immediately checked my email and saw that they had canceled the order and "issued" me a refund on 16 March and it "should be processed in 3-5 business days. That came and went. I chatted with online customer service-they couldn't help me but told me to call instead. Problem is, I live in ***** and it's 1am here when ECS is open. I've stayed up and called 3 times with wait times of over 2 hours on hold each time. My CC had to be replaced as it was set to expire in March. That now adds another layer..did they process it and it will never go through? I'd like to find out, but it's impossible to know w/out speaking to a human being. I can't leave a call back number as I have a different format ****** cell

  

  Business response

  03/26/2024

  The package was shipped in question was shipped to the customer.  However, after it made it to **********, it was sent back.  The funds were set up as store credit and waiting to see if we could reship the order.  The customer contacted us yesterday and reached the correct team.  Our Billing department sent the funds back to their original method of payment.  We can see the funds were accepted by the customer's bank.  Out Billing team is more than happy to help if you need other information. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a lifetime replacement water pump for my car $300. 9 months later it fails and I want to redeem my lifetime replacement. ECS makes me pay another full $300 to be refunded upon return of the old one. Once it arrives it is accompanied by a return statement that states only rewards/ credit are to be refunded. I want my cash back for the second pump as promised not credit, or being forced into future business with this unethical business. This should be illegal and seems criminal against the customer.

  

  Business response

  03/15/2024

  We're excited to offer Lifetime Replacement to our customers.  Per our site Terms of Use, if a part breaks or wears out, you can purchase the new one up front and receive ECS Rewards in return.  Please look through the program details on our site.  *********************************************************** .  

   

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have placed 2 orders with this company. The first I didn't have any problems. The second, I ordered a cup kit (struts and springs) and an installation kit that says EVERYTHING is included to install the cup kit. Well everything is NOT included. I contacted a sales representative who sold me more parts that I DIDNT NEED and don't even apply to my vehicle! I spoke with Eric, was laughed at and told I need to pay $600 for the right parts, pay for shipping to return the WRONG PARTS, and I'm just SOL! I spoke to the supervisor ERICA and was told the same damn thing! There was no concern on their end. THIS COMPANY IS A JOKE! THEIR STAFF IS A JOKE! I FEEL ROBBED! And the worst part about it, is they don't even care!

  Customer response

  03/08/2024

  Please see attached screenshot where it says EVERYTHING is included to install cup kit. Thank you so much for your help in this matter. I truly do appreciate it. 

  

  Business response

  03/08/2024

  The customer placed an order for the parts online and called our sales team after.  The conversation was just to check fitment.  Based on the information given, everything fit.  However, we were never informed the vehicle was completely lacking suspension.  Additional parts would be needed for this.  After receiving the parts, the customer contacted us because they realized they would need more parts than what was shipped.  We built an estimate of the additional parts and the customer demanded to have them shipped for free.  While we understand the customer does not want to pay the additional $600 to get their vehicle up and running, we are not able to supply these for free.  We offered a discount and free expedited shipping but that was not received well.  We set up an RMA for a return but it doesn't appear they want to return the parts.  The call ended with the customer screaming and hanging up on the supervisor.  We can either sell the parts at a discount or we can accept the return.  

  Customer response

  03/11/2024

   I am rejecting this response because-

  You are still not addressing the main issue (*everything kit) which has now turned into multiple, and want to lie about me screaming on the phone and hanging up.

  When I purchase something that says *EVERYTHING I expect EVERYTHING! Let me help you out....

   eve·ry·thing pronoun

  1. all things; all the things of a group or class.

  You allude to the fact that I was told I have to pay to return your EVERYTHING kit that doesn't have everything! And now your cup kit doesn't even work. The shocks and springs won't mount together (this has nothing to do with my car or lack of parts) it's a kit that you ECS put together that doesn't work! Why should I pay for shipping to return these items? The complete lack of leadership, customer service, and overall knowledge is very deceiving and furthermore a bad look you would go to the extent of lying to save face. 

  What you're doing is a SCAM!

  

  Business response

  03/12/2024

  The kit included everything for a basic job, not a complete lack of suspension.  Again, you've been issued a return shipping label and are welcome to either purchase the remaining parts or ship the others back.  We have no reason to lie about our interactions.  The last response demonstrates the customer sentiment and demeanor.  

*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. ↩