DDM Tuning

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The ballast returned was absolutely the ballast that was sent to me by DDM Tuning when I purchased the kitI received the kit, installed it on my truck, then removed the ballast once it stopped working and returned it to DDM TuningI have never purchased a ballast or kit from anyone else Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The ballast returned was absolutely the ballast that was sent to me by DDM Tuning when I purchased the kit. I received the kit, installed it on my truck, then removed the ballast once it stopped working and returned it to DDM Tuning. I have never purchased a ballast or kit from anyone else.
Regards,
[redacted]

[redacted] purchased an HID kit from us on Jan 12, 2012.  On Sept 18th, 2014 [redacted] contacted us saying one of his ballasts failed and requested to have it replaced under warranty.  The kits come with a lifetime warranty so we issued [redacted] the RMA number so he can send...

his defective ballast in to be replaced.  On October 13, 2014 we received the ballast that [redacted] sent in but it was not a ballast that was sold as part of the HID kit he purchased in 2012.  The ballast had a sticker with the brand name "Advanced German Technology" applied.  A google search shows this brand is typically sold on Amazon by a company called Speed Shop: http://www.amazon.com/s/ref=bl_sr_automotive?ie=UTF8&field-brandtextb...⇄ /> I have attached a picture of the ballast we received from [redacted] to this message.  
 
If [redacted] had sent in the ballast he received in the kit he purchased it would have been replaced at no charge and shipped back to him.

The HID kit Mr [redacted] purchased consists of 2 bulbs, 2 ballasts, 1 wiring harness and 1 blue shell connector.  When Mr [redacted] received the kit he was missing the blue connector, when he notified us of this we sent the missing connector to him.  This connector does not come pre installed on...

the wiring harness when we ship the kits out.The installation instructions for the connector and HID kit were emailed to Mr [redacted] when he placed the order and when the order was shipped.9007 Pin configuration: http://www.ddmtuning.com/support/index.php?/Knowledgebase/Articl...⇄ install guide: http://www.ddmtuning.com/support/index.php?/Knowledgebase/Article/View/3...⇄ a Mr [redacted] no longer wishes to use the product we can set up a return for refund.Best regards,[redacted]

Review: After close to a year of purchasing a HID kit the output and light emitted from the bulbs did not match. I submitted with them a warranty claim sending them pictures of how in my pair of bulbs there was a yellowish and a bluish bulb when they both should've been white as they were upon purchase.

Company agreed to only send me 1 bulb to replace the yellowish and completely ignore the second bulb. This items when purchased on a kit have lifetime warranty and to my shocking surprise they would not understand that this thing come in pairs, you don't take 1 shoe to the shoe store to change it.Desired Settlement: Understand that this is in pairs and both bulbs are not performing as advertised and send me both bulbs instead of just 1. the narrow mindedness of the business owner or customer service supervisor is on a $15 dollar item is astonishing. they could have a made an already negative experience into a positive and receive commendations. very disappointing.

Business

Response:

[redacted] reported that one of the bulbs purchased in Oct 1012 had changed color on 8/15/13.

Review: I bought two of their HID light kits about 2 years ago because of the lifetime warranty on everything. I contacted the company in december got a RMA number, I then sent the ballast that I trouble shot as bad, I have been a mechanic for 8 years. The ups tracking showed the parcel signed in at their facility on 1/24/14. I hadnt heard anything so I emailed them a month later 2/22/14 asking where my ballast was and they informed me they didnt think they received it.. I sent them the UPS tracking info that day. two weeks later I email them on 3/10/14 with no reply. on 3/11/14 I recieve an email after making a seperate claim about bad customer service, they say they didnt receive my tracking info, I send it again, no reply. The next week I email them for an update and they reply that the ballast, that they didnt know they had, had tested good and I would have to pay to ship it back. I replied stating that was impossible, as I swapped in another ballast and have the light that was not working, working so I could drive my vehicle the last four months. the case was sent to the supervisor and his answer was they would send me a new one if I payed the shipping. I agreeed and told them I would do it but that is an aweful way to treat customers, they offered no explanation or assistance except saying I was wrong. I emailed them week after week up to now 4/9/14 to try to get one shipped back to me even agreeing to pay the shipping a week ago and they told me they would set up the payment and have yet to do that. I cant even pay to have it shipped back. I have pleaded in multiple emails that for the length of time this has taken they should be shipping me a new one no questions asked. so I have been 4 months without a headlight in my truck because of the terrible customer service and returns. I have gave them oppertunities to make it right and they refuse.Desired Settlement: Send me a new ballast as fast as possible at no charge

Business

Response:

There was some confusion on this warranty return because the RMA number Mr. [redacted] used was under a different customers account. This is why we weren't able to find something under his name. We originally set up the RMA on 1.15.14 but were never able to contact Mr [redacted] because the email address on the account wasn't his. Eventually this RMA was canceled because payment wasn't made and the product was disposed of after 30 days as stated on the RMA form. When My [redacted] contacted us again we explained the situation we offer to give him a new replacement ballast but since the original was was returned working he would be responsible for shipping. Since then the issue had been resolved, Mr [redacted] paid to have a new ballast sent to him and it was paid for on 4.10.14. The replacement ballast was sent out on sales order [redacted].

Review: I bought an HID kit from this company for $65, plus $15.27 in tax, equaling $80.27. I received a faulty wiring harness, and returned it paying for shipping of $6.18. The wiring harness I received for the exchange was also faulty and I spent $12.71 in shipping to send the entire HID kit back to them, demanding a full refund. After quite a long hassle with customer service, I finally got an email saying they would process my refund, but only of $52. This is not even unit price! And I've been paying for all this shipping for their faulty products which I feel I should be refunded for! At LEAST for the full unit price of the $65! The email I received from [redacted] on Tuesday, April 16, 2013 said the refund of $52 would be processed on the next business day. It is now Monday, April 22, 2013 and my statement does not show a refund of any kind. I want my money back! This company is ridiculous!Desired Settlement: The email I received from [redacted] on Tuesday, April 16, 2013 said the refund of $52 would be processed on the next business day. It is now Monday, April 22, 2013 and my statement does not show a refund of any kind. I want my money back of at least the full unit price of $65. I honestly feel I should be refunded for all of the shipping since this was such a hassle! The total price of the product plus shipping is $99.16.

Business

Response:

Ms [redacted] contacted us about what she thought was a defective item. When I emailed her asking for a little more info because what she described doesn't cause a failure we never heard back. A few weeks later she emailed demanding a refund at which point I sent the return authorization instructions and in the email it clearly stated that returns for refund need to be within 30 days. I authorized her return even though the first request for returning the kit was 4 months after the purchase date and we received the items 6 months after she placed the order.

Review: I sent in a faulty product in November of 2013 under warranty. Not only have I not received a refund or replacement product (or even my old, faulty product back), but I cannot get a response advising me what is going on. The product was a motorcycle headlight which intermittently turned off while I was riding. DDM tuning claims there is nothing wrong with the headlight/ballast/wiring in their testing. I cannot ride a motorcycle with a headlight that randomly turns off. They denied my request for a refund on the grounds that the product was 'used'. They will not replace the product on the grounds that they can find no fault with it. After they emailed that I must pay yet another $10 to have my faulty product shipped back to me I asked if I had any other options and stated that if I didn't I would like the old product back in order to not be out all the money I have paid. They have not responded to this question since January 20th. I am highly upset that I now have lost the money I paid for the product, the product itself, and the shipping cost paid to send it in for warranty. I have all the emails dating from October 2013 to document the entire transaction.Desired Settlement: I would either like my money back or the product. I don't believe it's legal for the company to retain my money without me receiving the product I purchased.

Business

Response:

We received the kit Ms [redacted] sent in and it was 100% functional. We tested it multiple times without issue. There is normally a charge to test functional items and ship the items back. We did not charge Ms [redacted] anything and have shipped her functional kit back to her.

Review: I have hid headlights and sent them back to company under their warranty to fix them, we had to pay 18.00 to ship them to the company and to receive them back, when we got them back they sent us one new ballast, another ballast that has a big slit in the wires and you cant use it at all. Also they sent us 2 different bulbs that dont even match. ive contacted them and they are dragging it out now and not getting calls back from anyone.Desired Settlement: I want them to send us another brand new ballast and new bulb to match.

Business

Response:

Ms [redacted] contacted us in regards for a warranty claim on her HID kit on Jan 18, 2012. We responded asking that she does some trouble shooting to confirm something is defective and sent the RMA info

Review: In January of 2014, I placed an order for two items (1ea HID kit and 4ea LED bulbs) online with DDM Tuning. After waiting over 10 days for an order that was supposed to be delivered within 5-7 days, I received and attempted to install the HID kit into my car. I found one of the bulbs to be defective, and immediately requested a refund from DDM Tuning. When I called and requested my refund, I was told by the customer service rep that I would receive the refund for the HID kit and the shipping for the order within 48 hours after I returned the HID kit and it was found to be defective. On 7 Feb, 2014, I received an email from DDM Tuning stating that they had received the HID kit and found it to be defective and would be issuing a refund to me. After not receiving any further communication from DDM Tuning (even though their emails stated that I could reply to the emails to re-open my request and continue dialog about the issue), I re-submitted a new customer service request ticket on 12 Feb requesting an update on my refund. I received a reply stating that they would like to know if I was keeping the LED bulbs included in the original order, to which I replied that I want the refund for what was returned, and that I was keeping the LED bulbs. On 13 Feb, I received a reply (from the same person as the email from 12 Feb.) asking if I was going to be keeping the LED bulbs again. At this point, I called DDM Tuning directly, to which I was told that I would not be receiving the refund for the shipping of the original order, regardless of the verbal promise made by the customer service rep that I spoke with back in January. When I asked to speak to a supervisor, I was told that there was not one on site and that my information would be sent to one once they came into that location. This was the third time I've heard this line from this company in 4 weeks, at which time I ended the phone call with their customer service rep.Desired Settlement: I am requesting (again) a refund for the total amount of the order, minus the $4.00 for the LED bulbs. The total order was for $50.06 USD. Minus the $4.00 USD for the LED bulbs I am keeping, I am requesting a refund of $46.06 USD.

Business

Response:

Mr [redacted] filed a previous complaint even though we had already issues a return shipping label so we could issue a refund for everything he purchased. He kept some of the items he originally purchased so the refund was processed for the items that were returned and part of the shipping since he kept some items.

Review: I purchased online a pair of light bulbs for my car's daytime running lights. The bulbs are advertised as "H7 LED, 5W Cree, White." Upon installing the product, I found that the diameter of the bulbs were too wide to fit through the hole of my daytime running light reflector cups. This product was not compliant with (at least my) H7 lights. The seller suggested an exchange with alternative products, however, the alternatives were not from the same manufacturer, and also different in appearance, specification, and likely quality. I declined the exchange offer and requested a return & refund. The seller partially accepted my request and refunded me the amount for the product of $15.98, but would not refund me the shipping cost of $6.40 and the return shipping cost of $2.07. The seller is indicating that they are already doing me a favor by waiving the normal 20% restocking fee. I demand refund of the shipping costs of $8.47 as well, since these costs were incurred by the seller's product being defective or surreptitiously advertised, neither of which is my fault.Desired Settlement: I demand refund of $8.47 that the seller still owes me. Further, I suggest the seller stops selling this product until they verify that it is truly H7 compliant, so that no more consumers suffer from going through the unpleasant, time-consuming process that I did.

Business

Response:

Mr [redacted] contacted us on June 5th regarding the LED bulbs he purchased. He said they would not fit into his housing so we offered several options. He could send them back for a refund and we would waive the restocking fee since it was a compatibility issue or we could send him a different style of bulb at no charge and he could keep (or sell) the bulbs that didn't fit.

Review: I purchased and HID kit from DDMtuning.com back in November of 2015. I had them installed and a few days later my driver side headlight started to flicker and turn off if the road I was driving on wasn't a smooth one. So I at first thought it might have been the bulb that was out of place. I went to my mechanic and had him look at the hardware and told me the connection was fine so it had to be either ballast or bulb. The bulb looked fine so we called ddmtuning and spoke to Chris (who was a great help) and he had me damage out the ballast I had which I sent in proof of and he shipped me out a new one. GREAT CUSTOMER SERVICE! HOwever not long after I installed the new ballast the lights started doing the same. So we called to have the bulb replaced as that was the only other option once the car's hardware was checked out! I called again and had a supervisor whose name I didnt get yet wish I did because she was rude and was not about helping me fix my problem. I tried again a few days later and got another nice associate who told me I would have to SEND in the bulb at my expense! DDM tuning does not stand by their products and I now spent $45 dollars on something I cant use. They wouldnt send me a prepaid package. It's different had they tried to right the wrong by attempting to fix the problem. I then asked to be refunded the full amount and they told me as per their policy they could not do that!Desired Settlement: I refuse to do business with them again and by the looks of their reviews online no one should ever!

Business

Response:

Mr. [redacted]:

Review: I ordered a set of HID lights from DDM tuning this was back 7/2/13 over 29 days later I still haven't got my HIDs I emailed the company and haven't got anything buyers bewareDesired Settlement: I just want what I ordered

Business

Response:

Hi [redacted],

Review: I purchased a HID kit from DDM Tuning in January 2012 that included a lifetime warranty. One of the ballasts stopped working and when I returned the ballast, they claimed I did not buy it from them and it was not one of their ballasts. I have never purchased a HID kit anywhere else.Desired Settlement: Refund or replacement of defective product.

Business

Response:

[redacted] purchased an HID kit from us on Jan 12, 2012. On Sept 18th, 2014 [redacted] contacted us saying one of his ballasts failed and requested to have it replaced under warranty. The kits come with a lifetime warranty so we issued [redacted] the RMA number so he can send his defective ballast in to be replaced. On October 13, 2014 we received the ballast that [redacted] sent in but it was not a ballast that was sold as part of the HID kit he purchased in 2012. The ballast had a sticker with the brand name "Advanced German Technology" applied. A google search shows this brand is typically sold on Amazon by a company called Speed Shop: http://www.amazon.com/s/ref=bl_sr_automotive?ie=UTF8&field-brandtextbin=AGT&...⇄ />
I have attached a picture of the ballast we received from [redacted] to this message.

Review: Purchased an HID automobile lighting system from DDMTUNING.com on November 17th, 2014, as a Christmas present for my daughters car. Ddmtuning sent a defective product, which I learned of only upon trying to install it after Christmas was over. Contacted ddmtuning and was started on their trouble ticket system, them asking several questions trying to figure out the problem. They finally determined that their product was faulty - part of the wiring harness was missing a plastic connector, so they decided to replace the connector ONLY, not the entire defective wiring harness. I finally received the wiring harness plastic connector,but was given absolutely NO INSTRUCTIONS on how to repair their faulty wiring harness with it. I have tried contacting them about this final issue, with NO response from them as to how I am supposed to repair their faulty product. With this being an electrical connection on a car, am I supposed to know how to repair THEIR faulty wiring harness, or even trust it? I am tired of trying to fight them to get information out of them. I want my money back for the entire order which is not usable now.Desired Settlement: I want either a replacement wiring harness that is made complete by them, or complete refund of the entire system, which is worthless the way it is right now, and I shouldn't have to pay any return shipping because it was their faulty product that never worked right.

Business

Response:

The HID kit Mr [redacted] purchased consists of 2 bulbs, 2 ballasts, 1 wiring harness and 1 blue shell connector. When Mr [redacted] received the kit he was missing the blue connector, when he notified us of this we sent the missing connector to him. This connector does not come pre installed on the wiring harness when we ship the kits out.

Review: I purchased 2 HID light kits for my truck in October 2013. One set for my Headlights and one set for my Fog lights. The set for my headlights started malfunctioning within about 3 months. I sent in an email to their customer service was told to swap the bulbs from one side to the other to see if the problem follows the bulbs or not. So I did as told and the problem followed the bulb. The bulb in question started malfunctioning in my passenger side I then switched it and it finally went out completely on my drivers side. I then sent another email to the company and they said to send the bulb in so I did as asked. Then got an email from them saying the bulb was functioning properly and immediately said I have to pay to get it back. Then did not offer to help find the problem just asked for more money. If the bulb did actually work why would I spend my money shipping the bulb back? Then state that if I want to replace other parts I have to send it back first. I don't have the money to pay a technician to uninstall all the wiring and reconnect my factory wiring and pay for the shipping to send them back. Then pay again to have the new stuff installed. Their is a clear problem with the kit and they will not honor their lifetime warranty. I don't have the money to waste doing all this. They are less than a year old and its already failed and they do nothing to help me. How do I know the bulb really wasn't working and they are just trying to get more money from me. It is clear with all the negative reviews online and the complaints on Revdex.com. This company has done this to people before and probably will again. They give you the run around to avoid their problems. All I want is a functioning kit as I paid for. I refuse to be a victim of this company.Desired Settlement: I would like a complete replacement of my head light system. I reimbursement of my installation charges to swap out the systems. That I truly think is fair. I refuse to spend money that I shouldn't have to be spending cause of them.

Business

Response:

Mr. [redacted] contacted us stating he had a defective bulb so we had him send it in for warranty. Once we received the bulb it proved to be functional. Our returns manager tested the bulb multiple times and Mr [redacted] was 100% sure the bulb was defective so his issue was escalated to me, [redacted] (general manager). I tested the bulb numerous times with multiple ballasts to try and replicate the issue Mr [redacted] was encountering.

Review: On January 17th, 2014 I placed an order online with DDM Tuning for an HID headlight kit. On January 28th I called DDM Tuning to ask why my package was shipped on the 19th but still in China as of the 28th. I spoke to [redacted] about my order in which she said she would have to talk to her "shipping agents" in China to see where the package was and that she would get back to me within 24-48 hours. She sent an email to me stating the tracking would update, which it did on the night of the 28th saying it was in Jamaica, NY. Since I live in Connecticut I thought the package would arrive within a few days of the 28th, but when it hadn't as of 2/1/14 I called and talked to [redacted] once again. She said there was nothing she could do for me except "tell her superiors" as she told me "have a nice day" and hung up the phone before I had a chance to respond. Not only did the package not arrive in the 5-10 days DDM states it will in their shipping conformation email, they also failed to mention the HID kit would be shipped from China before I purchased the kit or else I wouldn't have placed the order. DDM's customer service was awful and I have also not yet received the kit. After reading other complaints about the company online I have seen this to be a common occurrence for DDM and I regret not reading the online reviews before even bothering to order. I will never order from DDM again and I believe this consistent issue of theirs needs to be addressed before more people are scammed.Desired Settlement: Refund of my order including shipping charges, or if I do ever receive the HID kit, at least a refund of shipping charges.

Business

Response:

Mr [redacted] placed an order around midnight Friday the 17th of Jan. The order was processed on the 18th and shipped on the 19th. When Mr [redacted] placed his order the stated delivery time is typically 7-10 business days. The first business day after the order was placed was Jan 20th. The package was delivered on Monday Fed 3rd, which is the 11th business day.

Review: Upon receipt of the product ordered (HID slim kit), I found the item to be defective. I contacted DDM Tuning at approx. 5pm eastern on the 29th of Jan. 2014, when I was informed that I would have to file a refund/replacement request via their customer service website. When I submitted the request online, their site said that it would be responded to within 24 hours. 48 hours after my request (31 Jan 2014 at approx. 6:10pm eastern), I again called DDM tuning to get an update. Upon talking with their rep, I was transferred to a supervisor to resolve the issue. The supervisor I spoke with was extremely rude, refused to provide me information, and when I requested to speak to a supervisor, he hung up on me.Desired Settlement: I request full refund of my order with DDM Tuning immediately and for return postage for faulty items to be paid for by DDM Tuning

Business

Response:

Mr. [redacted] contacted us requesting a set of replacement bulbs at 10:37 PM Jan 29th. We note that we will respond to tickets within 24-48 hours.

Review: Placed order online using the DDM Tuning website (www.ddmtuning.com/?). At the time of check out after using the shipping calculator built into the DDM Tuning website was shown that the order had free shipping. Approx. 1.5 hours later I received an email stating that I still owed them for shipping. When I called them to clarify that my invoice had no shipping charges on it I was advised that I would have to pay the shipping charges that have been added to my invoice or they would cancel my order. I told the person on the phone that It was my belief that they could not add charges after they had charged my Credit Card. I feel that this is unethical practice. If the DDM Tuning website was not operating properly (that is what they told me) that is not my fault. My invoice had one amount on it but DDM Tuning wanted to charge me more.

I will retain copies of the two invoices in question and will provide them if needed.

Business

Response:

We received Mr [redacted] order on 10/10/13 for the amount of $24 for two pairs of HID bulbs. There was a glitch on our website which caused the shipping to be calculated at $0.00. When we saw this we calculated shipping and notified Mr [redacted] of the error.

Review: I Purchased a motorcycle headlight lighting kit. The kit was $148.10 which should have included everything needed for installation into a two headlight motorcycle.

The website said they would ship ground but they didn't say it was coming from China, so I waited 15 days for my package. Thats not ground by any means. That was fraud.

When it arrived, it was short exactly one whole headlight lighting unit. I called the company to ask that they provide the other half of the order and to ship next day since this was their fault. They refused to ship next day, they refused to ship at any speed faster than the original order unless I paid the additional shipping. They would not work with me, I could not wait another 15 days and I was not willing to pay for their mistake.

I asked for a refund. They provided me with the necessary steps and UPS label to send the merchandise I received.

I sent them back the merchandise, they received it May 30th, and to date (July 10th) I still have no refund.

I have asked my credit card company to investigate. I will never do business with these folks again.Desired Settlement: Complete refund of $148.10 promptly. They already got back their merchandise.

Business

Response:

Mr. [redacted] placed an order via our website on 4.30.14. The shipping method he selected was "Ground/Best Way" and this order shipped from our warehouse in China. Our website states that most HID kit and LED bulbs will ship from our warehouse in China: http://www.ddmtuning.com/Content/General-FAQ (6th question listed)