ComplaintsforGoECM.com

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for a rebuilt TIPM for my 05 Dodge 2500 Diesel with automatic truck. I got it from them in a timely manner. Took longer than the website said it should on the website but they were up front about it. Everything went smoothly until I installed the unit on ************* original problems were not fixed but I had a whole new set of problems. Main problem was that once I installed the rebuilt TIPM my truck quit shifting and went into limp mode. Now my truck had to be towed to a shop at my expense with larger scale problems than I started with. I have all the documentation from the shop that stated on the invoice that the rebuilt TIPM had to be replaced and the problems it caused. They did allow me to return it but charged me 20% restock fee. It did not work and cost me a lot of extra time and money. The product did not work as it was supposed to and I should have received a full refund. I would not do business with them again.

  Business response

  04/09/2024

  ***,

  I was informed regarding your refund and the 20% restocking fee. First, let me offer my sincere apologies for the inconvenience. It is never our intention to provide you or any of our customers with a non working part. We take pride in what we do here and all of our modules are tested to 100% functionality. I understand things happen and it does not always work out for our customers. Under certain circumstances we do charge a restocking fee but looking at your order I do not believe a restocking fee was necessary to apply to your account and for that, I apologize. I will be fully refunding the rest of your funds, and you can expect an email with the confirmation. I hope this will change your mind about using us in the future, and if you need anything, my name is ****, and I will be happy to take care of your needs, thank you and have a great day!
  

  Customer response

  04/09/2024

  I have reviewed the business response and accept this resolution. I'm sorry it came to this.  I tried to explain all that happened and even provided the bill from the shop that worked on it that stated the rebuilt TIPM was the problem.  I notified them that I would leave a review if I only received partial refund.  Just seems like better communication within the business could have prevented all of this.  All in all it was resolved so no hard feelings.  As a person that runs a business myself I understand that if I do not know of a problem, I cannot fix it.  I surely can appreciate the effort to make things right.  It says a lot for the business and their integrity.  I am in no way upset and would do business again in the future if needed.

  Thanks again,

  ***

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a tipm unit for my dodge caliber, the peoduct had a 100 dollar core charge, refundable. the core has been returned using a shipping label they provided. The 100 dollars has yet to be refunded and all communication has been ignored.the order nun=mber is *****, order on dec.28, delivered on jan 9

  Business response

  03/05/2024

  Good afternoon, 

  The core deposit has been refunded and you should have received an email with a confirmation of the refund. Please let us know if there is anything else we can do for you. Thank you!

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent the business my *** for repair. They said it could not be repaired. They were to find another *** for me but made no contact for over a month. I contacted them to send me my *** back, but they no longer had it. They said they received another one in at the same time they received mine. I had written my name, number and VIN on the *** so there would be no mistakes nor mixing it up.I feel the business stole my ***, which was probably repairable and sold it to someone else.I did not pay them anything, but I spent a significant amount more to have it replaced, as opposed to repaired.

  Business response

  11/20/2023

  We sincerely apologize for any miscommunication we may have caused. To be clear, we quoted $1495 for a replacement unit as the
  module was deemed unrepairable. As a repair/remanufacturing facility
  handling hundreds of modules weekly, non-repairable units are typically
  designated to our waiting-for-customer shelf. Unfortunately, about a
  month passed by during the time we were sourcing a replacement. After 30
  days, non-repairable modules are discarded if there is no customer
  response.
  
  In this case, despite the elapsed time, we were
  actively working on securing a replacement based on a verbal commitment
  from both **** and ********. As a result, we did not retain the original
  unit. We communicated this situation to the customer and attempted to
  provide them with a general core for use in their purchase elsewhere.

  Customer response

  11/20/2023

  I am rejecting this response because:   

  Let's clarify the timeline:
  09-12-2023 - I filled out an online form for GoECM and received an email with instructions to ship the ***.  The email says, "Please allow 1-2 business days for the repair."
  
  09-13-2023 - I shipped the *** for repair.  
  
  09-15-2023 - GoECM received the shipment (per *** tracking).  
  
  09-19-2023 - I sent an inquiry to GoECM through their messaging system asking about the process and whether they contact me as it had been two business days since receipt.
  
  09-20-2023 - I received a response to my inquiry indicating repairs take 4-6 days.
  
  09-25-2023 - I received a phone call from Go ECM indicating that there were a few issues with the *** and it ultimately was not repairable because there is a short on the circuit board coming from the processor.  I was told they currently did not have any available, but he could find me a replacement, which would be $1,495 if we let them keep the core or $1,995 if we want the core back.  I said we more than likely did not want the core back (it was not repairable, but would confirm and let them know).  He said he would call me later in the day to let me know what he has found as he was going to look for one for me.  I never received the callback.
  
  09-26-2023 - I sent a message to **** (My spouse), while he was at work, suggesting that he may want to contact Go ECM being I did not receive the call back and he could let them know how to proceed.  **** contacted Go ECM and confirmed we would like a replacement.  He was told he would get a call back on Wednesday the 27th, no call back received.  **************** it up to they would simply contact us once they found one.
  
  Date Unknown - I sent Go ECM a follow up message through their website; I never received a response.   
  
  10-19-2023 - I contact Go ECM (this is less than a month from the time they deemed it irreparable); they still have not found a replacement.  I told them to cancel looking for one and send us our *** back as we had found an alternative company.  
  
  10-20-2023 - ******** at Go ECM contacts me about the core.  He says they will send one back, but it may not be our original.  He specifically told me they received another one around the same time as ours.  I explained I wrote on ours with a *******, to which he explained they "clean them up" when they receive them in before sending to the technician for assessment, but he also said we tag all units received. He never once mentioned anything about a 30 day disposal policy.  It would have been sitting on the shelf for less than a month if they only assessed it on 09-25-2023.
  
  I do not expect Go ECM to resolve this complaint as their story evolves each time we talk to them.  I simply want a formal complaint on file.

• Initial Complaint

  10/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent my TIPM in for repairs due to various issues I was experiencing. The panel lights intermittently turned on and off, my headlights exhibited occasional flickering, and my front wipers had sporadic on-off cycles. These were the sole problems manifesting.After several days, I inquired about its status, and they informed me that it had been repaired and would be returned. Upon its return, I noticed that one of the relays was missing. I promptly contacted them to request the missing relay, which proved to be a somewhat challenging endeavor. After receiving the missing relay, I proceeded to install the ***** I drove my Jeep to work, but on my return trip, it repeatedly stalled while in motion, ultimately shutting down completely, leaving me stranded in the middle of the street. This happened on multiple occasions, prompting me to send the part back to them, as it was still under warranty.Approximately 3-4 days later, I called to inquire about the status of the part, and coincidentally, they had it prepared for shipment on the same day I called. I received the part the day after my inquiry and installed it. I ventured to ******* and my gym, but on the return journey, it left me stranded again while approaching an intersection. The issue had worsened, indicating that it was never truly fixed. It persisted in exhibiting the exact same behavior, but with greater frequency.I cannot recommend their services to anyone. I have lost faith in their ability to rectify the problem, and the fact that my vehicle shuts down while driving on the road is a hazardous situation that could potentially lead to an accident. It seems as though the problem is akin to a sudden battery failure. I am merely requesting a refund at this point.I also had to incur additional expenses, as I needed to rent a vehicle to commute to work and attend essential errands. This incurred an approximate cost of an additional $300.

  Business response

  10/13/2023

  I sincerely apologize for any inconvenience this may have caused you. This is not how we conduct business and I will investigate this matter further to ensure that this does not happen again. In the meantime, we have fully refunded your account. Please allow 3-5 business days for the funds to appear in your account. If you would like to discuss this matter further, please reach me at ************. Thank you and have a great day!

• Initial Complaint

  10/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a TIPM that the website said was in stock, paid up front for the core and the product This started on 09-22-2023. It is now 10-12-23 and no product as of yet. Cant track the product because I cant download an app on my phone. Cant seem to get any help on the phone and last bit of information on **** or so was it was getting ready to ship and now it all seems like a scam.

  Business response

  10/13/2023

  I sincerely apologize for the delayed response. I was able to look into this matter and I show that after your phone call to our office, the representative that you spoke with was on top of the situation and was able to get your order shipped to you quickly and upgraded you to a Next day air delivery service, and that it was delivered today. Please let us know if there is anything else we can do for you. Thank you!

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered late July 2nd.Asked to cancel order and for refund July 3rd on a live chat with one of their reps.Was told I'd get a refund. Had to ask for another refund on July 6th. Had to call business to speak to someone to ask about the canceled order and for a refund. I received a call back from operations manager *********************** stating that he would send email with cancelation. Finally got an email from him about the order cancellation but still haven't received my refund or credit. July 12th emailed **** asking about my refund. He stated that if I don't have it by Friday the 15th then I need to get with my bank. I talked to my bank and was told that they have nothing to do with it. I just want my money back.

  Business response

  07/19/2023

  *****,

  First off, Let me start by saying that I sincerely apologize for the inconvenience on our behalf. This is not typically how we conduct business. I do see that we canceled your order at your request, however, the funds were never processed back to your account. Typically when we cancel an order, the funds are automatically taken from us and the refund process is started. This may have been due to a glitch in our system and I will look further into this matter. In the meantime, I was able to push your refund through and you should have received an email with the confirmation of the refund back to your account. Please let us know if there is anything else we can do for you. Thank you!
  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  MARCH 16TH 2023 WE BOUGHT THE FIRST IDM FOR $1095.00 W/ ****** CORE CREDIT. PROVIDED TRUCK INFO INCL. VIN NUMBER. IDM ARRIVES, *************. DIDN'T WORK PROPERLY. I CONTACT GO ECM SAY ITS NOT WORKING THEY SAY NEED LETTERHEAD FROM SHOP SHOWING FAULTY IDM. WE TOW UNIT WITH THE NEW IDM TO A SHOP TO DIAG. CALLING GOECM AND REPORT FAULTY IDM TO ******. TOLD GOECM NEEDS THE FAULTY IDM BACK BEFORE THEY SEND NEW ONE. ONCE THEY RECEIVE IT THEY WILL SEND NEW ONE, ALL PROGRAMMED VIA NEXT DAY AIR. I SHIP OUT THE FAULTY IDM ON APRIL 20. WE DON'T SEE THE 2ND ARRIVE, I REACH OUT. ALL CALLS, LEFT UNRETURNED. MAY 3, I REACH ******, SHE SAYS GOECM "DIDNT HAVE ONE, NEEDED TO SOURCE ONE/PROGRAM IT, WILL SHIP OUT VIA NEXT DAY AIR BY MAY 4/5 WE SEE IT THE FOLLOWING MONDAY AT THE LATEST." MONDAY-NO NEW IDM. ARRIVES ON 10TH W/ GROUND LABEL. 2ND NEW IDM-ATTEMPT TO INSTALL IT, WE HAVE TECH LABOR WE ARE PAYING TO DO ALL R&R. ZERO PROGRESS/CAN'T BILL TO A CUST. WE R&R- NO VIN #, NOT PROGRAMMED/ HAS A BUNCH OF NEW CODES . REMOVE & REACH OUT. NOW NEEDING 3RD WAS TOLD "PROBABLY BAD E-PROM THAT WAS FROM THE LAST ONE" NEXT DAY AIR #3 WITH SHIPPING LABEL TO RETURN 2ND.3RD ONE ARRIVES WE R&R.SUCCESS AFTER 8 WEEKS. NO RETURN SHIPPING LABEL. WHEN RETURNING 1ST STATED EXTRA MONEY/TIME THIS HAS COST US AND ****** SAID ADD PAPERWORK/ INVOICES SHOWING THE EXTRA MONEY SPENT OUT,I DID. SEVERAL CALLS ASKING BILLING FOR HELP . NOTHING TIL MAY 10 WHEN ***** SAID YES, THEY DID RECEIVE ALL PAPERWORK SENT -TRANSFERRED TO UPPER MANAGEMENT & ONLY CONTACT: *******************************. WROTE A EMAIL ON THE 10TH- NO RESPONSE TIL MAY 16. EMAILING WITH ****, OFFERED 30% REFUND (******) WHEN WE HAVE OVER $1,500 IN UNBILLABLE TIME, COST OF PART, WRECKER SERVICES, ADMIN TIME INTO IT, AND WE HAD THE CUSTOMERS TRUCK FOR OVER 2 MONTHS DIRECTLY AFFECTING THEIR INCOME AS WELL. **** SAYS HE WILL PROCESS REFUND ON MAY 22. WE DONT RECEIVE IT TIL I FOLLOW UP ON MAY 31ST. ALSO WE WERE NEVER GIVEN OUR CORE CREDIT TIL I ASKED ON JUNE 2ND.

  Customer response

  09/07/2023

  THERE HAS BEEN NO UPDATE FROM EMC TO US. THEY DID NOT REACH OUT TO US TO TRY AND RECTIFY THE SITUATION IN ANY WAY. WE ARE STILL VERY UPSET WITH HOW THE TRANSACTION PROCESSED AND THE ENDING RESULT.

  Business response

  09/12/2023

  I sincerely apologize that you were not satisfied with our settlement, However, we did issue you a 30% refund to help assist with the cost of outside labor. We understood that you were not satisfied with that. We did offer a full refund as long as long as our merchandise was sent back to us in the same condition it was sent to you. When that option still did not work for you, we then offered significant discounts on your next few purchases, but unfortunately, that was still not a suitable option for you. It was at that time that we had exhausted all options, and that is when you settled for the 30% refund. If there is anything more that you suggest to be a realistic suitable option for you, please contact my office. Thank you!

  Business response

  09/19/2023

  I sincerely apologize that you were not satisfied with our settlement, However, we did issue you a 30% refund to help assist with the cost of outside labor. We understood that you were not satisfied with that. We did offer a full refund as long as long as our merchandise was sent back to us in the same condition it was sent to you. When that option still did not work for you, we then offered significant discounts on your next few purchases, but unfortunately, that was still not a suitable option for you. It was at that time that we had exhausted all options, and that is when you settled for the 30% refund. If there is anything more that you suggest to be a realistic suitable option for you, please contact my office. Thank you!

   

  Attachments:

  ********* refund.png

  
  

  Customer response

  09/20/2023

  I am rejecting this response because:   I HAVE ALREADY ACKNOWLEDGED EVERYTHING THAT YOU STATED. WE WERE NOT ASKING FOR A LARGER REFUND TO "ONLY" COVER THE OUTSIDE LABO, THAT WAS JUST A PART OF IT. THE AMOUNT OF WASTED TIME/LABOR THAT EACH FAULTY ECM CAUSED US AND THE CUSTOMER CERTAINLY WARRANTS MORE THAN A 30% DISCOUNT. AND YES OF COURSE WE ACCEPTED IT, AS THAT IS ALL YOU WERE OFFERING. FOR IT TO TAKE MONTHS FOR YOUR COMPANY TO FINNALY SEND US WHAT WE HAD ORGINALLY ORDERED, AFTER HAVING TO GO BACK AND FORTH, EACH TIME GOECM NOT EVEN FOLLWING THE STEPS THEY STATED THEY WOULD TAKE TO GET US THE CORRECT PRODUCT. I HAVE PROVIDED MORE THEN ENOUGH INFORMATION THAT SHOWS EXACTLY WHAT WE LOST DUE TO GOECM BEING A IRREPUTABLE BUSINESS.  WE ASKED FOR GOECM TO MAKE THE SITUATION RIGHT AND PROVIDE US WITH A CREDIT THAT WAS APPROPRIATE FOR THE SITUATION AND 30%, AS STATED ON THE ***** BY GOECM EMPLOYEE, WAS NOT SUFFICENT AND STILL IS NOT.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On several occasions I had to return and refund an ecm I purchased through goecm. Every time I had to get a tow was because my ecm failed. I am seeking reimbursement from the company. I returned the ecm for a refund. I am not seeking lost wages which resulted in their failed products which would have been approximately 20,000

  Business response

  01/11/2023

  I am sorry to hear that the ECM did not work out for you. We did everything in our power to ensure that we sent you a functional module. We have since refunded you fully. Please allow 3-5 business days for the funds to return to your account. You should have also received an email with the confirmation of the refund. Please let us know if there is anything else we can do. You can always contact our office. Thank you!

  Customer response

  01/12/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The faulty ecm left me stranded. Every time within a couple weeks. I have incurred massive amounts of debt due to the junk product and shabby services provided by this company. A 1000 dollar refund is nothing compared to the nearly 10k in tow bills, 4k in mechanical bills, and down time from work.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I ordered a part (Cummins ISX ECM XXXXXXX) with a $500.00 deposit from GoECM on April 12, 2022 for a total price of $1,795.00. I bought this part for my commercial truck; however, upon receiving the part, the product was broken before use, so it did not work. I then contacted the seller in which they told me to send the part back for repair, but when I received the repaired part, it still did not work. The product was still broken before use. I was told to send it back again for repair, but it was still broken before use after the second repair. I was promised a usable product, but instead this process had taken a few weeks of my time as it would take a week to send back and receive the part, and I never received a usable product. So I returned the product back to the seller and asked for a refund. However, I did not receive a refund for the part, but the seller has received the returned product. I would like your help to receive a refund. Thank you. Further information that I did not include above: Invoice #XXXXX ECM: Engine Control Module Tracking Number of the Return: ******EXXXXXXXXXXX

  Business response

  03/06/2023

  Business Response /* (1000, 5, 2022/12/02) */ Good morning, I am sorry to hear about your experience with us. It is never our intention to deny a refund to a customer at anytime, however, there are several factors that can come into play whenever you are diagnosing the engine leading up to the issue on the truck. We have gone through every step possible, to stand behind our diagnosis, even running the item on our own engine here in our facility to find that the ECM is in fact 100% functional. We sent you a few replacements with you experiencing the same issue on your engine after installing each replacement. I do want to make sure you are happy with us, even if you were not satisfied with our product. We will go ahead and approve your refund. A $200 restocking fee will apply. We can close out your refund and email you the confirmation before the end of business today. If you have any other questions or concerns, please do not hesitate to reach out to our office. Thank you and Happy Holidays!

• Initial Complaint

  11/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an ECM module from GoECM and they sent to me and was installed and it didn't work. I called and spoke with a technician and he said I had to complete the relearn process so he emailed me those steps. Completed them twice and still pickup wouldn't even click or attempt to turn over. So I called and they said send back and they would check and so I did. They said there was some codes on it that I put on it. Which I have no way of doing that. So they supposedly redid it and sent back with relearn instructions again and it still didn't even attempt to work. I called and told them I was sending back and the lady stated that their accounting department would have to look into whether I get a refund. 960 dollars out. They still haven't given anything back. I received the order 10/17/2022 first time. Sent back within three days and got it back about 5-6 days later and sent back the next day because it still wouldn't work. This company is not a reputable company as they try to put out there. I want my money back or I will file suit for deceptive trade practices.

  Business response

  01/25/2023

  Business Response /* (1000, 5, 2022/11/15) */ I sincerely apologize for any inconvenience. It is never our intention to with hold any funds for any reason or dissatisfy any of our customers. We have since processed your refund and sent you and email notification with the confirmation of the refund. If you have any other questions or concerns or if there is anything else we can do for you, please do not hesitate to reach out to our office. Thank you and have a great day! Consumer Response /* (2000, 7, 2022/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your response and I withdraw my complaint. I appreciate your efforts

*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. ↩