ComplaintsforECS Tuning, LLC

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, on February 29th I contacted the business about a issue I was having with a refund/warrantied part and I wanted to speak to a customer service rep. From that point forward, things to a turn for the worse. I was on hold for an hour with no answer (2/29), then to only call back and hung up on by an employee who said he wanted to help. On the second attempt to call back I was also put on hold for another 30 min with no answer (also 2/29), so I hung up know that this was a dead end road. Attempting to get a quicker response, I then emailed them (again 2/29), emailed again on 3/1 with no reply, and another attempt on 3/4 & 3/5 (again no answer). Finally, I called them again trying to get a resolution on the 5th and spoke to a rep. only to get hung-up on because I was frustrated (obviously b/c of the horrid customer service, or lack there of). There excuse was that there are only two people to sole customer service issues. Again, not excusing all the emails, etc that were sent. So, my complaint is that this company was not available for customer service needs of the customer and failed to reach back out in any instance, despite, leaving my number with a call-back service, emailing numerous times, and also chatting them with no avail. They did not respond to any of those attempts (that wasn't automated). I had to reach back out despite the many avenues in which I had reached out. Then, when they finally did pick up the call, I was hung up on for being frustrated for the lack of service I was getting. To me, this sounds like excuses from a dying company. And the lack of respect and attention given to the customer, or the shear ability to listen to the customer's concerns has me fuming. In addition to this all, they have held a "store credit" for my warranty issue and refuse to give me a total refund or cut a check for the amount. Being as though I refuse to do business with them for the above reasons, my money is being held ransom.

  

  Business response

  03/05/2024

  We are fully aware of our staffing situation and how it's impacting our ability to help customers.  This is an unfortunate but very real concern we're actively addressing.  However, we have been in communication with the customer and have been more than accommodating. 

  The order is over two years old and is no longer covered by our warranty.  So when the part failed, we were not under any obligation to cover the repair or replacement of the part.  Even so, we tried to help the customer by offering to have them return the part for store credit only.  The item is a kit that comes with many parts.  The customer didn't return all the parts, only one component.  Therefore they only received credit for the part that was returned.  

  Again, the order is over 2 years old and we were trying to make exceptions to help.  The funds will be staying as store credit.  

  Also, we're obviously trying to help as many people as possible and are already stressed.  Even though someone is frustrated, it's never acceptable to swear and scream at someone who is only trying to do their job.  Please conduct yourself as an adult. 

   

  Customer response

  03/06/2024

  I wish to end the dispute over the funds withheld. I'm still unsatisfied with their customer service and see it as dismal. But otherwise, I'd like to request an order for my supplies and then be done with them for good. They don't seem keen to refund my money to the bank account anyhow, so I'll tolerate their poor service one more time to get my money's worth.

  

  Business response

  03/07/2024

  You're welcome to place another order and use the store credit that's on the account.  

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased brakes and rotors for my vehicle from ECS tuning in April of 2023. Upon recieivng them, I notified ECS that the rear rotors arrived with scratches and scuff marks and did not appear new. They responded that this is normal and there was no issue with the rotors. I now have an issue with the rear brakes. I took them to a certfied vendor for ECS Tuning (certified repair shop) that stated the brakes are installed correctly but it's not uncommon for them to get warped. I have requsted a replacment from ECS citing my initial concnerns when receiving the rotors. I have attached the email thread I have shared with ECS that includes the original photos I sent when I received the items and my concenrs with their condition. Their warranty states they consider brake products when it is confirmed by a certified technician that there is an issue with the item. The mechanic that inspected my brakes is a certified vendor for ECS tuning.

  

  Business response

  03/01/2024

  The minor scuffs to the anticorrosive coating would not cause a rotor to warp.  Typically, excessive heat, hard braking, improper maintenance and frequent braking cause rotors to warp.  Our warranty and return policy also states that brakes are excluded from any warranty, even with a technician stating they are warped.  This is due to the rapid misuse or misdiagnosis of the product.  These are not covered under warranty.  

  Customer response

  03/08/2024

   I am rejecting this response because: I am currently communicting with the Customer Service Supervisor: ****. Response to ECS copied via email

   

  Hi ****,
  
  Thanks for reaching out. What is difficult for me to grasp is spending more money on parts that were purchased and installed less than 1 year ago. When these rotors arrived, I immediately noted concerns with the appearance of the packaging and damages. I do feel that there was an issue with the rotors from the get-go and should have been swapped then. It wasn’t a scenario where I received them in perfect condition. I immediately contacted ECS, which is documented, and was told this is normal. Now these exact rotors are an issue, and I wouldn’t chalk that up as a coincidence. Further, ******** **** in ** (Who is a certified vendor for ECS) inspected the brakes and they confirmed that everything appears to be installed properly, but strongly believed the rotors were defective and agreed to support any discussions with ECS.
  
  While I know these rotors were purchased before the updated warranty policy, this is now an item that is covered for lifetime replacement. I’ve purchased other items through ECS in the past and I’m sure I will not be a one-time customer. However, this has certainly left a bad taste in my mouth and makes it difficult to consider purchasing through ECS in the future.
  
  The last piece is I will ultimately need to completely replace the rear pads and rotors. My assumption is the pads will have become worn improperly and not sit flush against the rotor leading to additional issues. The cost for the rear brakes and rotors was $274. I’m requesting a credit from ECS to utilize towards replacing the rear rotors and pads.
  
  I appreciate your attention in rectifying this issue. 
  
  

  
  

  

  Business response

  03/12/2024

  The rotors are almost a year old.  Again, warping is not caused by scuffs.  This is caused by super heating the rotors and then rapid cooling, such as heavy braking.  These items are not covered under a lifetime replacement program.  Also, items that are abused are not covered by lifetime replacement.  We can offer a discount on a new set. 

  Customer response

  03/14/2024

   I am rejecting this response because: I've sent two follow-up requests to **** of ECS and have not heard back. Attached is my response. Further, the state in which the rotors arrived indicated that these had been previously purchased and returned and not properly maintained. I did request a credit for what I paid to replace the rear set of rotors and pads to which ECS has NOT advised. 

  My reponse below

  Hi ****,
  
  Thanks for reaching out. What is difficult for me to grasp is spending more money on parts that were purchased and installed less than 1 year ago. When these rotors arrived, I immediately noted concerns with the appearance of the packaging and damages. I do feel that there was an issue with the rotors from the get-go and should have been swapped then. It wasn’t a scenario where I received them in perfect condition. I immediately contacted ECS, which is documented, and was told this is normal. Now these exact rotors are an issue, and I wouldn’t chalk that up as a coincidence. Further, ******** **** in ** (Who is a certified vendor for ECS) inspected the brakes and they confirmed that everything appears to be installed properly, but strongly believed the rotors were defective and agreed to support any discussions with ECS.
  
  While I know these rotors were purchased before the updated warranty policy, this is now an item that is covered for lifetime replacement. I’ve purchased other items through ECS in the past and I’m sure I will not be a one-time customer. However, this has certainly left a bad taste in my mouth and makes it difficult to consider purchasing through ECS in the future.
  
  The last piece is I will ultimately need to completely replace the rear pads and rotors. My assumption is the pads will have become worn improperly and not sit flush against the rotor leading to additional issues. The cost for the rear brakes and rotors was $274. I’m requesting a credit from ECS to utilize towards replacing the rear rotors and pads.
  
  I appreciate your attention in rectifying this issue.
  
  Thank you,

  
  
  

  
  

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Seller is refusing refund after the product was returned in a timely manner, following all policies and procedures.

  

  Business response

  02/28/2024

  We've been in communication with the customer and have never refused to refund their order.  The package arrived to our facility on Feb 21st.  It typically takes 72 business hours to refund the package once it's been delivered.  Our returns team was a day behind and processed the return yesterday.  

  Customer response

  02/29/2024

   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

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an ECS Tuning Stage 3 Performance Clutch Kit with Lightweight Forge Steel Flywheel on 11/24/23 on order number ***********. I brought the parts I purchased to a reputable shop (they also have an account with ECS Tuning) they installed the parts and I picked up the car on 12/22/23. I paid $880.00 in labor cost. 1500 miles later on 2/4/24 , the slave cylinder fails. The clutch is to the floor and leaking hydraulic fluid from the transmission under the car. I tow the car back to the shop and they purchase the same part number, as there is no other option for my car, and repaired the car. Now I'm charged another $880.00 + cost of the slave cylinder. I sent a claim to ECS Tuning and they refunded only the $31.01 for the slave cylinder. I called and talked to **** a 'supervisor' at ECS Tuning, and they said they do not refund labor charges. I asked for a refund for the kit price I paid, (it was not an itemized order) and she refused. The part was faulty. I'm trying to make this right. Do I expect them to pay for all the labor cost, I'm not sure, but I would appreciate a compromise. I should mention that I purchased a Stage 2 clutch from ECS Tuning in 2022 which went fine. Customer Service reps when ordering were great.

  

  Business response

  02/16/2024

  While we understand the frustration of the part failing, the whole kit is not defective.  The only part that needs to be replaced is the $31 slave cylinder.   The rest of the clutch kit is in working order. We're more than happy to send out a new slave cylinder to replace the one that broke.  As we've explained, our terms of use state we are not responsible for labor charges.  If you'd like a new slave cylinder sent out, please let us know.  

  Customer response

  02/16/2024

   I am rejecting this response because:The thing that is upsetting is the shop says well you should have bought the part through us and then we would be reimbursed for our labor because they have a contract with ECS.  It's unfair. Now that we purchased a Slave Cylinder from the shop which they used ECS Tuning as the vendor to supply the same exact part that we supplied, they would be reimbursed for labor.  

  Let's not call it a refund for labor at all. Let's call it reimbursement for my time dealing with this issue again, towing the car to back to the shop, and being with out the car for a week.

  I'm looking for ECS to do the right thing here.  Atleast a compromise.  Again, I have purchased previously with ECS and would like to continue to do business with you.

   

  
  

  

  Business response

  02/21/2024

  We do not have a contract with any company or individual to reimburse labor costs.  If they would like to reimburse their labor charges, that's up to the individual shop.  While we understand the frustration, we're not responsible for the cost to install the clutch.  

  Customer response

  02/22/2024

   I am rejecting this response because:
  
  I do not agree with your decision to not provide a compromise.  Again I would like to remain doing business with ECS but feel that a compromise is needed in order to make things right.  Please reconsider.

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an LED wiring adapter from ECS tuning to install my OEM led tail lights on my **** *** m3. I installed them recently and have not driven the car at all , Im in ******** and its been cold and snowy here so the car is sitting covered for the winter. Thursday night i was taking the car to my buddies shop to have some wheels and tires mounted . Went outside to warm the car up and turned all lights on . Went inside my house to grab something and came out maybe 3 minutes later to find the trunk smoking . In opening it , the tail light and adapter wires caught fire . I put the fire out with as minimal damage as possible , but it did melt the tail light , melted my stock connected to the adapter , and burned through to the paint on my quarter panel . Being that the tail lights are OEM and i have ZERO aftermarket parts on car , my first reaction was to contact ECS because i did and do believe that this had something to do with their adapter . I believe the wiring was defective or mislabeled and they possibly sent me two left side harnesses and mislabeled it as a right side , unfortunately i dont have any before pictures to compare , but Im certain its a mistake on their behalf . After a few days of back and forth they informed me that their parts specialist deemed the cause being the circuit board of the tail light ( which of course theyre going to say to save their a**es) . Theyre completely shutting me down and clearly arent planning to take accountability, and if they dont help me come to terms with a resolution i will be contacting an attorney.

  

  Business response

  02/05/2024

  This is among some of the most frightening things that would happen with a vehicle.  We sympathize and understand the frustration. Per our terms of use, "ECS Tuning is not responsible for any damages that *** have occurred by using the products that we sell."  Upon placing an order, customers are agreeing to the terms of use. This is common with parts companies, but we're still happy to refund the cost of the part purchased from us. However, the part we sold is a *********** part, as are the lights the customer was trying to install.  If there was an issue with the parts, this should go directly through ***.  We strongly suggest taking the parts and vehicle to the *** dealership for inspection and further support.  Just like with any recall or vehicle malfunction, the warranty isn't carried through the person or place the vehicle was purchased.  This would go directly through the manufacturer. Thank you

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Jan 22,2024 I ordered this item from there website. The item purchased had the incorrect picture attached showing what I ordered. The email confirmation also showed incorrect picture causing this to be false advertising. The picture that was showing and that was in my email confirmation was exactly what I wanted so i thought all is well. The company will not exchange or refund Their mistake that they said was in fact showing the incorrect item being sold. I have this in writing from them during a chat. I work an off shift and my car was in the shop needing this part to be installed. so, my wife brought it to the shop for the Mechanic to install. I picked up my car drove home and then realized the company sent the wrong part I ordered. Both parts fit but two different styles and brands, so the Mechanic didn't even think twice about having the wrong part. So, now that the company send the wrong one and it is considered used, they tell me sorry we messed up but there is nothing we can do for you. So now I'm out the money for the part I don't want, 2 hours labor charged to install it. Not sure why their false advertisement should cost me all this time and money. I have never had to do anything like this before and over such a little amount or easy simple exchange for their mistake which again i have them admitting to in writing.

  

  Business response

  01/29/2024

  The part was recently changed and the picture was in the process of being updated when the part was ordered. Once we confirmed this with the customer, we offered exchange options.  That's when we were notified the part has been installed and is being run in the vehicle.  Had the part not been installed, this would have been a simple exchange or return.  If a part is not correct, then it should not be installed.  Since it's no longer able to be resold, we can't accept this as a return. We can offer a discount on a different part.

  Customer response

  01/29/2024

  I don’t think I should be responsible for a falsely advertised item and then it being installed by a shop and me driving 5 miles home at midnight then realizing when I popped the hood to inspect then seeing it’s the same type but not the correct one. I ordered it and was confirmed in email what I ordered. My mechanic unfortunately, would have never known because it’s fit as if it should. I really have a hard time thinking they mess up and I have to be held accountable for all this wasted money and time. They should send what I ordered and cut there losses on what I send back and I’ll pay the shop another 2 hours labor. I don’t think I should have to pay for another part and end up with what crap they send and have to pay the again. I’m working with them already I paying the shop two times to do this job. They made the mistake. It’s 100% false advertisement. 

  

  Business response

  01/30/2024

  The customer sent a picture of the part before it was installed in which they clearly knew it was not correct.  Again, if they never installed the part, we could have easily exchanged it.  This part was clearly installed after the picture was taken and the customer knew it was incorrect.  Again, we can offer a discount on a new part.  However, it's not acceptable to install and drive on a part for convenience only to later return it.  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid for an order for a torque wrench. The torque wrench was not delivered, instead they packaged another tool that costs half the amount of money. I asked them to completed the order as I have paid for a product and not received it. They require me to mail the return at at my own cost. They will not refund the order, nor will they replace the defective part until it is mailed. They have made a mistake as a business in packaging the wrong product. I have done nothing wrong and have been trying to actively work with them. They are actively seeking holes in my story but I am glad to have receipts as proof.Bottom line is, I have paid for a service and not received said service. I have been reasonable and given them various options to resolve this (they pay for shipping because I am out of country). They have been dragging their feet, it has been 3 weeks since the first email and they take at least 5 business days per email. The amount of complaints within the car community of this company is only growing.Order Number: 684 308 919.Purchased: November 2 2023

  

  Business response

  12/21/2023

  We completely understand and have offered to exchange the parts.  The original order was shipped to ****************.  The customer then took the part to *********.  We have provided a pre-paid shipping label from the original location and will be happy to exchange the part or refund the order once it's back. 

  Customer response

  12/21/2023

   I am rejecting this response because: I am unable to ship the order back from ****************. If the firm is willing to provide shipment label from ****** as the originating port, I can be reasonable and work with it. (Have a friend fly it from ********* halfway around the world to ****** and ship it for me). 

  I have taken reasonable effort to provide the firm leeway in resolving a problem created from their lack of QA/QC. I have paid for a product and not received the product at no fault of my own. ECS should take responsibility and either refund the order, provide a shipping label accessible to the client.

  Moreover, the wrong part number that was packed by ECS staff is significantly cheaper than what I am charged. ECS cannot reasonably hold my money, or my order especially if the price difference is large. I have no use for what is shipped to me. 

  
  

  

  Business response

  12/22/2023

  This order was shipped domestically and then knowingly taken to a different country.  Paying for return shipping from a different country is not the responsibility of the company.  As a one time courtesy, we will refund the part in question.  There's no need to ship anything back. 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a suspension kit from ECS Tuning for my **** The kit was advertised to fit my car. I called to go over the parts and double check to make sure it was the right fit, as suspension is very crucial to the safety of the car. The sales rep said that part of the kit was not available and they would replace certain parts with comparable parts that would fit my specific vehicle. When my mechanics tried to install these parts, they got halfway through only to find out that I was sent multiple incorrect parts. They then had to remove a full days worth of work to put the car back to the way it was. I am now out $800 in labor and ECS tuning wants me to buy another part and only compensate me $100 for my trouble. They practice false advertising and refuse to be accountable for their errors and incompetent sales team that sells customers incorrect parts on a vehicle's safety and drivability. Their customer supervisor was rude, talked over me and refused to offer any solution to their serious error and wanted me to spend more money to buy more parts to fix the problem that they created. I have spent thousands of dollars on this order, plus I have a labor bill owed that's about to go over another $1000. on these parts as they are a whole system that allows my car to stay safely on the road.

  

  Business response

  12/22/2023

  We completely understand the frustration and apologize for the issues this has caused.  Your vehicle has a very specific, rare system and only a few parts will actually fit properly.  As we've proposed in our email communication, we can place a new order for the B12 suspension package, but please be aware it's on an extended lead time at the moment.  There's no need to send the other parts back and you can sell them or trade them to your mechanic as you wish.  Once the new kit arrives, we'll have it expedited to you. If you have any further questions, we're happy to help you via email.  Thank you!

  Customer response

  12/27/2023

   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

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Morning, ************************************************************************************  The item at the link above is an alternator for a BMW that is no longer available for purchase (but still brandishes the Lifetime Warranty it did in June 2020 when I purchased one directly). Unfortunately the alternator has started to fail so I reached out to ************* for assistance but their Customer Service agent ******* essentially told me I didn’t know what I was talking about and that item is not covered. Had ECStuning not falsely advertised a lifetime warranty on the product, I would have purchased an alternator from elsewhere. Now I’m in a position where I need a new alternator but am getting refused assistance by the entity who guaranteed me at purchase, that so long as I own the item — I’m good, which turned out to be a lie. Any/all assistance will be sincerely appreciated.

  

  Business response

  11/24/2023

  The Lifetime Replacement Program started in July 2023 and we grandfathered in items that are purchased on June 1st, 2023 and later.  The tab in the images was added new for the program and is for new orders.  We're sorry but this is not eligible for the program.  However, we can offer a discount on a new one that would be covered under the program.  Please see the Lifetime Replacement page for questions about the program. **********************************************

  Customer response

  11/27/2023

   I am rejecting this response because:
  
  The amount of the discount on a new unit wasn’t specified.

  I’m a reasonable guy, but because this 120 amp unit was over $330 and purchased with a lifetime warranty in mind initially — it pains me to feel forced into buying another one.

  Nonetheless, I do appreciate the discount and will be happy to accept it so long as it’s reasonable.

  Sincerely,

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

  

  Business response

  11/29/2023

  The Lifetime Replacement Program and the screenshot you're referencing were only added to the site in July 2023.  The item purchased was in 2020 and only had a normal warranty. We added this into the Terms and Conditions and in the first step when redeeming a Lifetime Replacement part. This item is well outside the normal warranty period. Please contact our sales team if you'd like to place a new order.  We're happy to help.  

   

  Customer response

  11/30/2023

   I am rejecting this response because:
  
  The item I purchased in 2020 is no longer available on the site for purchase. I find it peculiar that you’d update an item in 2023 with your “new” lifetime warranty verbiage even though said item was no longer available…

  When I purchased this item, the site specified a lifetime warranty. 
  

  The fact that I’m being accused of fabricating a warranty story from a company who I’ve spent hundreds (if not, thousands) of dollars with is bewildering.

  Nonetheless, I haven’t been advised of what discount ECS is offering on a new alternator. Please advise what the discount amount is or if that offer has been retracted.

  Customer response

  11/30/2023

  Attached are two screenshots of the product I originally purchased -- currently listed as no longer available.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with this company, the delivery was fast and I received the item, upon receiving the item I noticed a hole, I open the box to my surprise no packaging to protect the item. I voice my complaint and all ecs did was point fingers at the manufacturer or shipper and could not see that this is a burden on the customer. The rep I spoke too (*******) said it would take a couple days to review the pictures I submitted and as well as another couple days for them to submit a new order. Please, beware of this company.

  

  Business response

  09/28/2023

  We understand the frustration of an item arriving damaged.  To expedite shipping, the part was shipped directly from the vendor to you.  This is not something that we carry on site.  The representative is working with the vendor to facilitate an exchange.  Please continue to work with the associate on an exchange.  

*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. ↩