ComplaintsforECS Tuning, LLC

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 12th, 2023 I placed an order with ECS Tuning (Order #: ***-***-***). The intake was listed on the site (and attached invoice) as *Scratch and Dent*. Scratch and Dent was described as "may have cosmetic damage that does not affect the operation or installation of components". On September 22nd I opened the box for the intake and noticed that it was missing all the mounting hardware. I contacted ECS customer service and was advised to take photos of what I received and email them. A few minutes later I received an email stating that because the item was "scratch and dent" I could not return or exchange it. Additionally, they advised me that it was stated on the product page (which is no longer available online) that the item did not contain the mounting hardware. This is false, and to sell something that does not contain the REQUIRED hardware to install it as a scratch and dent is bait and switch. Had I known that there was no included REQUIRED installation hardware I would not have spent $242.66 for an intake I could not use. The box was missing the following: 1x M6 nut 1x M6 washer 8x M6 x1 x 19 button head screw 1x Spring clip 1x Billet adapter I am asking for a refund of the cost of the intake kit, NOT the total spent, or an exchange or replacement kit. I have attached the invoice, emails and photos to this complaint. Per the website Returns and Exchanges policy: ECS Tuning will accept returns for unused products within 90 days of the ship date for a refund to the original payment method used. The customer is responsible for the return shipping costs and fees. If selecting to use a prepaid shipping label, the shipping cost will be deducted from the total refunded amount. All new/unused products must be new, unused and must be in the original packaging, including labeling, manuals, hardware, etc. Special order parts are non-refundable. This product is unused as it CANNOT be installed. It is not a “Special Order” as this kit is stocked on the website.

  

  Business response

  09/26/2023

  The first line of the product description stated "missing hardware and adaptor.  Light scratches."  The bottom of the description also stats "All Sales Final."  We understand this can be overlooked at times when searching through millions of parts on the site. We can make a one time exception and allow the intake to be returned. As stated in our terms of use, the customer is responsible for the return shipping. Thank you

  Customer response

  09/26/2023

   I am rejecting this response because: While I appreciate the offer for the RMA, after pricing the cost to return ship the item to ECS the cheapest shipping and hnadling was lamost half of what I originally paid for the part ($117.60). The reason the return shipping is so expensive is because ECWS policy states that the Original Manufacturer packaging MUST be packaged inside another box. I am shipping 3 items that would easily fit in a falt rate box but instead need to be shipped in a box measuring at least 18x14x14 which is considered an oversize box and incurs additional fees. If ECS is willing to cover the return shipping costs, or would allow me to package the items in a smaller flat rate box, including the manufacturers box broken down, I would be willing to accept the offer and complete the RMA for a 100% refund of the original purchase price of $242.66.
  
  
  

  

  Business response

  09/28/2023

  The parts must be returned in the original packaging and return labels cannot be placed on the outside of the box.  While we are being flexible in accepting a return, we are not responsible for the return shipping.  The customer is responsible for the cost of returning the parts.  

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lifetime warranty.is a scam.you have to repurchase.the item and never get refunded.and it's turns into credits.not a warranty.at all.just a way to buy.more junk from them.reason I bought from them.in the first place.was the warranty.bought it 7/21/2023.and now the total.would be $313.00.

  

  Business response

  09/15/2023

  We're proud to offer customers a chance to redeem their maintenance and performance parts for ECS Rewards.  The program is clearly outlined on our site, including any exclusions and how to redeem.  You would repurchase a qualifying part at the current price.  Ship the original one back and receive ECS Rewards for cost of the original part.  You are able to redeem the rewards on any future purchase.  For clarity, please see the associated link to the Lifetime Replacement Program: ***********************************************  Thank you

  Customer response

  09/18/2023

   I am rejecting this response because:
  I never.am going to buy anything from ecs tuning.why would I want credits.it is a lie.saying it is any kind of warranty.paid $246.06.to replace one piece of it.it is $313.less than 60 days later.
  
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed for a return and specifically told them it would not screw on correctly or fit, and even sent them a picture of the size and dimension differences. The customer service rep denied my return and argued with me for many emails and still hasn’t replied to this day. See the attached pictures of the conversation

  

  Business response

  09/12/2023

  We initially denied the RMA asking for more information.  We are able to see what vehicle the customer was searching under at checkout and the vehicle the customer stated was not the one selected.  We try to troubleshoot any fitment issues and help locate the correct part for the job.  We simply wanted to help with more information.  I've set up the RMA again and you're welcome to return the part in the original packaging.  Thank you

  Customer response

  09/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable, however the dishonesty in the response is not acceptable. I’ve bought from them for years and always have the right car selected. And you can see from the emails that they did not ask for any details they argued about if I said I installed it or not. Hopefully this review stays public so others can see how difficult this was. 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 22nd, 2023, I placed an order for an ECS Valved Cat-Back Exhaust. I received my order on March 26th, 2023, and had the item installed by a professional mechanic on April 9th, 2023. The installation was $1,000.00. On June 20th I was driving down Sunrise Highway in Babylon NY, when a fellow driver waved me down to pull over as my left muffler was dragging on the highway and could be heard scraping the ground, and my car. After pulling over I noticed the left muffler was broken at the manufacturer's welding seam, and had caused the left side of my back bumper to protrude out and become misaligned, also noticed that the interior of the bumper was melted which was due to the heat from the broken exhaust pipe. I had submitted documentation and pictures of the incident which clearly shows it was a manufacturer malfunction. However, ECS refused to provide me any credit or refund for the item or compensation for the damages. They did send me a replacement part which I did not ask for as I wished to return the item in full since I would be needing the money to repair my car. I was not asking them to compensate me for the damages for which their parts were directly responsible for. However, I was only asking for a return so I could reinstall my OEM exhaust and repair my rear bumper, which I assumed was a fair compromise. However, this was refused once more.

  

  Business response

  09/07/2023

  We were contacted on June 20, 2023 by the customer due to the muffler weld coming undone.  Since the exhaust was installed and driven on, it would be eligible for our warranty process.  Our terms of use state the warranty is for repair or replace only.  ECS Tuning is no responsible for any damaged caused while using the product.  Please see the product warranty page: *********************************************************** .  Per our policy, we sent the customer a new muffler and additionally gave him a discount on his next three orders.  The customer opened a chargeback twice and both were declined by the issuing bank.  

  We do not typically offer returns on parts that have been installed and used.  They are only eligible for warranty.  In this case, we can offer the customer store credit if they would like to ship the exhaust kit back.  Thank you

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 11 2023 I purchased a set of coilovers for my vehicle from ecstuning.com. Order # ***-***-*** total cost $1,073.45. These coilovers were installed by my local shop 034 Motorsports in *******, **. ON 8/26 I had to tow the vehicle back to 034 due to what seemed like suspension issues. They inspected and determined that 3 seperate components had failed. The front driver locking spring collar, the front driver locking collar and the rear passenger strout mounts. I contacted ecs tunning regarding purchasing these components as they are not available on the website for purchase. I was advised to open a claim via email and upload photographs of these component at they are covered under a lifetime warranty. I did and have yet to receive any notification regarding the status of the claim. I would simply like to purchase these seperate component in order to expedite the process of fixing my vehicle.

  

  Business response

  09/07/2023

  Our apologies.  The email with your information was moved to a different folder.  We have recovered it and will be following up with next steps. Again, we're sorry for the error and will be resolving this before the weekend. Thank you

  Customer response

  09/20/2023

  Hello,

  This complaint was not resolved I ended up purchasing a new set of coilovers from a seperate manufacture.

   

  I would like return this product for a refund or store credit if possible.

   

  thank you 

  

  Business response

  09/21/2023

  Hello, we sent an email on Sept 7th.  We can see the email was read but have yet to receive a response.  Please follow up with the representative as they are trying to help resolve your concern. Thank you

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased front and rear brake rotors on July 9, Order #***-***-***. Rear rotors looked brand new and arrived in the manufacturer packaging. Front rotors were loosely packaged and arrived in an ECS box. One rotor had scratches on the outside hat and they both had what looked like rust on the inside of the rotor hub. Once installed on my car, my mechanic road tested and said the left front was making a pronounced noise/vibration/shudder that increased when the brakes heated up and when stopping from higher speeds. New pads were also installed and only the left side (the one with the scratch) was making this noise. I contacted ECS several times, explained the situation, sent supporting pictures, and was told the refund was denied. They did not offer to do an exchange or apply a credit to my account. They clearly shipped a used product to me and would not take it back or make it right. I even spoke to a supervisor who said all they can do is credit me $100 of shipping. These rotors were about $690 including shipping and tax.

  

  Business response

  09/01/2023

  We understand the frustration and we're trying to find a balance between our policy and helping you through the concern. Our terms of use state you must notify us of any shipping damage at least 14 days after receiving the parts. Also, once installed, we do not offer any warranty or returns on brake components. This is due to the rapid misdiagnosis of issues and abuse of the product.
  
  Had we been notified of the scratches on the rotors right away, it would have been a simple return. However, after time has passed and you've installed them, it's difficult to determine the root cause.
  
  As a one time exception, we can issue an RMA for the rotors to return back to your original method of payment. One of our supervisors has already issued a refund on the shipping cost so you would be responsible for shipping them back. An email with RMA documents has already been sent to you.

  Customer response

  09/05/2023

  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 as long as my refund gets processed once the product arrives back at your warehouse.

   

  Thank you,

  ******

• Initial Complaint

  08/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order (202-032-912) on 6/7/2023 with ecs tuning, I had called in to make sure all parts were in stock and ready to ship and had chose specific parts by what was advised was ready to ship. I was sent an email of when the order was going to ship, and then I got an email saying the manufacturer was taking too long, which was weird considering I was told it was in stock and ready to ship. Today on 8/28/2023 I called and was told it would be another two months before the part shipped out in which I asked to cancel it. The employee ******* helping me decided to be extremely rude during this whole conversation I tried to explain what happened and what was going on, only to be interrupted and none of my questions I had were answered do to ******* being rude and not letting me (the paying customer) speak. I asked her for a supervisor 3 times before she hung up on me. I need a refund and an explanation to why this employee wanted to treat me like a second class citizen. Borderline racist employee

  

  Business response

  08/28/2023

  At the time of order, not all the parts were in stock and some were special ordered from the vendor.  There's no record of a call confirming the stocking status of the parts at the time they were placed.  The vendor has stated they are waiting on other materials in order to finish the parts ordered and we've sent an email updating the status of the part coming from the vendor. The customer made a call to receive an update on the order status this morning and the agent informed the customer of the process to cancel.  Since the part is shipping directly from the vendor to the customer, we need to submit a cancel request with the vendor.  This usually take a few days.  As soon as we have confirmation, we'll cancel and refund the order. As for the communication with the customer, at no point in the call was the representative rude or racist.  The supervisor wasn't available and the customer was sent to their voicemail. While we understand the frustration caused by a delayed part, even customers need to be respectful in their communication. 

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They will not pay for return shipping on a part that I received that was very poor quality, I bought the same fender liner a few years ago and it was oem quality. Molded with one plastic not this cheap flimsy two part put together with rivits that will not last. Quality is what separates a company from other companies. I want them to pay for return shipping and get my full refund

  

  Business response

  08/28/2023

  The item you sent a pictures of was the exact item pictured on our site.  You stated it we molded with rivets.  You're correct.  It shows this on the site also.  We will accept the return but you're responsible for return shipping. 

  Customer response

  08/28/2023

  Yes they look the same but looking and being a well made product are two different things. First snow storm hits these things will crack and break.  I want them to pay for the return shipping and full return.  I’ve spent so much money retiring my BMW with this company. If this is how they want to treat their customers.  Then fine.   But my complaint still stands.  People won’t pay for garbage 

  

  Business response

  08/29/2023

  The item received is the item purchased. We will not be responsible for paying return shipping on a perfectly good item.  Our decision still stands. 

  Customer response

  08/30/2023

   I am rejecting this response because:  these parts are not OEM I will not put these on my car. 
  
  
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Not enough space to type it all. I’m pursuing a claim against ECS Tuning due to selling a faulty product that is nowhere near what is advertised. Purchased this product below. ***************************************************************************************************  it was confirmed as fitting my car exactly. Description shows Bluetooth, exact fitment, etc. Had fitment issues from the start, when sliding unit in with absolutely nothing behind it, would not fit properly. Holes did not line up up top two install the 2 screws to mount it. Also, unit claims to have working Bluetooth BUT does not work without the aux cable bundled into the wire cluster being plugged into the car aux port in the center console. Problem is the included aux cable in the wire cluster DOES NOT reach the center console by default. The product also fails to include that the “Bluetooth” audio absolutely does not work without the wire cluster aux cable being plugged into the cars aux port which completely defeats the purpose of Bluetooth and wireless anything. The main selling point for me buying the unit was Bluetooth and wireless connectivity. I also came across a forum of users in a similar predicament that showcase how the product I received is a fake unit, a knock off of real android 8.8” head units. **********************************************************  The pictures that back up this claim are how the “anti glare” on my unit absolutely does not work at all and you can barely see what’s on screen due to the glare of the unit being so bad. Also, the thread shows how the UI I have is the same as the fake units other people were unfortunately sold. There were grammar errors throughout the menu’s, no ability to update and no resources available to even get said updates. I reached out to the ecs support and the best they could tell me was to watch youtube videos on how to put custom software on the unit (hack it basically). They couldn’t give me any device specific instructions.

  

  Business response

  08/14/2023

  The parts are not fake in any way.  It's not designed to be a completely new radio.  It's an interface between your old radio and the new screen.  The device would still need to connect to the old radio and this is via the AUX port. Looking at the pictures, the AUX cord is not installed correctly.  It should be going through the internal parts and coming out the panel near the port.  When installed properly, this will enable wireless Bluetooth from your phone.  

  There's nothing wrong with the device but since it was installed, we can no longer sell it as new. We have reached out to the customer separately and agreed they will be returning the device for a 20% restocking fee.  They have agreed.  Once it's back and all the parts are confirmed to be in the box, we'll process the RMA.  Thank you

  Customer response

  08/25/2023

  Never got an email saying I needed to reply. But here is more proof case isn't resolved. Item was sent back still no refund through ****** the method used to purchase. Ecs is trying to only give me store credit as shown in screenshot which is useless. I only want my cash back to spend elsewhere. Store credit basically forces me to still spend money through them when I want no further business with the company.  Also, they're trying to offer substantially less than the purchase price. Nearly $100 less.  I don't want store credit and I don't want to spend another cent at this store.

  

  Business response

  08/29/2023

  The unit they sent back wasn't just "installed."  It was mangle and in such horrible condition we had to scrap it.  Despite the customer's claims it was only installed, it was not in usable condition due to their negligence. Even after that, we still refunded the item.  We tried to send the funds back to the customer's ****** on 8/21/2023.  However, they have a dispute open and it's not possible until they close their dispute. Please contact us directly should you have any other questions. 

  Customer response

  08/30/2023

   I am rejecting this because:

  Very unprofessional and outright blatant lies. Whoever sees this, feel free to email for the video clips I can't upload on here. Videos aren't an acceptable format. The unit was in the exact condition  I received it in other than as ill attach in a photo, the included aux cable they provide is not long enough. It's hardwired onto the cable cluster so soldering a new one in was only option. The solder job was very neat and worked perfectly fine. Have video evidence that fixing it myself made unit work. But main point is they tried selling a product falsely marketed. They fail to mention absolutely crucial facts like this unit will output zero sound via Bluetooth without the aux cable routed to car center console. Also, the only other thing modified to even get it to barely seat in place, (nowhere near flush) was two tiny holes had to be drilled behind the stock part mounting holes since they were so far off, nearly half inch. The holes drilled were tiny, and you couldn't even see them once installed.     So to reiterate, ecs is blatantly lying and exaggerating any damage they claim to cover their own backs. I have pictures of the unit before I packed back up neatly and shipped back to them. I welcome them to upload proof of this claim the unit was so "mangled and damaged they had to scrap it". Because I got the unit working fine with two small tweaks. I just simply wanted return because it didn't fit properly and I wanted wireless Bluetooth functionality. Have video evidence of unit working just fine no damage whatsoever, and outputting sound. So if they scrapped a perfectly working unit, that's on them. But I refuse to be stuck with a product falsely advertised and that took tweaks to even get working or fit right.     Also, company refuses to issue refund in cash like a normal person would. They force you to take store credit which does me no good. They basically are ensuring they get to keep your money. I was never once consulted about how I'd receive my refund. I paid via ******, so why would I want store credit? I don't. It does me no good since I'll never spend another cent at ecs ever again.

• Initial Complaint

  07/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order a part for my car on June 18th and I have not received it from ECS tuning and have no date for getting it. I called and they can not find the product and are not sure what to do. Their negligence has got me no choice but to see help from someone. Please help.

  

  Business response

  07/05/2023

  Hello *****, as we've explained, this part is shipping directly from the vendor.  They are working to fill orders as quickly as possible.  While we don't have a definitive shipping date, they are still working on it.  We also have a request in with them to get a better date of when this would ship.  Should you decide you would not like to wait, we can put a cancel request in with them and refund your order after they have confirmed it has been cancelled.  Since you're already working with our customer service team, please let them know if you'd like to wait or request to cancel the 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. ↩