ECS Tuning, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Hello,Thanks for your messageOur Customer Service Department has already approved the return of the entire order back on 11/4, with a prepaid return shipping label as well so that you can return the parts at our expenseYou were authorized to return the goods prior to making this complaint Thanks for your time

Contact Name and Title: [redacted] ***, Manager Contact Phone: [redacted] Contact Email: [redacted] Hello, This order was delivered on 2/This case is considered closedThe customer can be refunded if he would like to return the product, otherwise no refund is due

I am rejecting this response because:For the record, the “product” did not cause the damageYour error of shipping me the wrong product didThis is an important legal distinction In any case, I just visited your website and went through the purchase process for the same wheelsI placed the wheels into the cartI created a new account and made it to the endAll that remained to do was enter my credit card info and press “Process Order”I made a video with my cell phone to document the process which I will be providing to Revdex.comAt no point were any terms of use presented or agreed toIronically, what was plastered on every page was your 100% Satisfaction Guarantee which states “ECS Tuning has one goal in mind and that is to make sure that our customers receive the industry's highest level of customer satisfaction and support during all phases of the customer's experience.” I explained the delay in my request for reimbursement in the following email to ECS Representative; [redacted] , ##### BEGIN EMAIL MESSAGE DATED 10/20/11:PM, [redacted] wrote: [redacted] , It’s been a while since we discussed the below problem with my orderThe wrong spacers were included with my wheelsAs a result my brand new Dinan rims and existing OEM FMfront brake calipers sustained damageYou sent me the correct spacers which solved the mechanical problemThe damage to the wheels is on the inside so not a big dealHowever, the damage to the calipers is very visibleI assumed I would be able to paint them so they would look ok again and I finally got around to trying to paint them recentlyUnfortunately paint is not going to workI need new calipersUnder the circumstances I would appreciate some good faith help with this problem that wouldn’t exist if the proper spacers had been sent in the first placeI can live with the wheel damageI can live with the labor cost to replace the calipersI can’t live with $1,500+ for replacement calipersPlease adviseRegards, [redacted] ##### END EMAIL MESSAGE This email documents my reasonableness throughout this process; not someone trying to exploit the situation As stated earlier, I was willing to live with the minor damage to the wheels as it is not visible and does not effect performanceReturning them would require me to incur additional expense to unmount the tires then remount & balance them on new wheelsAt this point, I will settle for the replacement calipers and walk awayIf not, I was born in Cleveland and I still have family there whom I visit oftenI will file a small claim and meet you in court and we can let the judge decideI think it will be a slam dunk with the video combined with your misleading statements about the terms of use now documented here as well as the obvious spacer error also documentedThis will be a good contrast to my reasonableness but you can roll the dice if you choseThis will be my final offerI sincerely hope you do the right thing here

A full refund for the order was issued since we were unable to meet the customer's expectationsCustomer is advised to wait 3-business days for the amount to reflect onto their card/bank account

Initial Business Response / [redacted] (1000, 5, 2015/06/08) */ Hello, Our records indicate that the consumer did not return the product in the original packaging and did not provide the shop invoice from the installation, both of which are required for warranty per the terms of use agreed to at the time of sale by shopping on our website We will refund you for the item, however please note that we will not, under any circumstances make this exception in the future for any return Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) thank you for taking responsability on the issue

Tyler, We would like to apologize for the damaged productIt is never our intention to provide product to a customer in anything but brand new conditionJust to give you a little backstory on the communication timeframe, the rep you spoke to at 6:on Thursday was close to the end of his shift when you called inOur records show you were emailed return information at 6:54pm and by the time you responded at 7:the representative had already clocked out for the nightWe see the following morning, we were able to rectify this issue by issuing a $credit to your ECS Tuning accountIf there is anything we are missing, please reach out to our CS Supervisor, Chris to discuss furtherYou can contact him at [redacted] or [redacted] ext***We sincerely apologize for any inconvenience caused

Received at Revdex.com via email: Lol thank you ive called and tryed to talk to themSoon as u guys messaged them they sent it out or at least says its shippingThank you

Initial Business Response / [redacted] (1000, 5, 2016/05/24) */ Contact Name and Title: Thomas L [redacted] Contact Phone: [redacted] Contact Email: [redacted] Hello, We do apologize for the issues that you were havingThe reason that the products do not fit is because the wrong products were ordered, it is not that we sent the incorrect partsThis is why you are and will remain to be responsible for the return and/or replacement order shipping charges if you wish to return and/or exchange them Per the website https://www.ecstuning.com/BMW-E36-325is-M50_2.5L/Suspension/Shocks/ES2847722/, it is clearly listed that these shocks only fit, and I quote: "Product Details For vehicles with production date from 06/1992" Your vehicle was manufactured before (June) of and requires a different product The original return information and offer will remain open until May 20, Let us know if you have any other questions

Initial Business Response / [redacted] (1000, 5, 2016/02/15) */ J***, Chris will be reaching out to you today to get this taken care ofThanks for your time Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Once I filed the Revdex.com complaint, ECS was quick to respond with a resolution to the matterIt would seem that upper management realized the severity of the situation along with the relatively simple solutionECS agreed to work with me in getting the parts I needed and refunded for the incorrect/damaged parts that I had originally purchased thank you

[redacted] , Thanks for sharing your feedbackAs per our records and your original order (submitted online, March 19th, 2017), you ordered Engine Beauty Cover EmblemBMW part number for $This is the item that was shipped to you, as requested on your orderYou did not have your vehicle information entered prior to searching for this part and you did not use the "Does this fit my vehicle?" tool supplied on the website directly on the page the product was ordered from to verify fitment for your vehiclehttps://www.ecstuning.com/b-genuine-bmw-parts/engine-beauty-cover-emblem/...⇄ to our records per the conversation with our Customer Service Department, the part you were trying to order was a "trunk emblem", which as you can see is quite different in the product description from what was orderedYou are more than welcome to return the ordered and received item for a full refund of $12.35, not including the original shipping cost as the shipping service is a sunk cost Let us know if you have any other questions

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI have been credited the full amount I was chargedI did receive emails form a supervisor, but they were put into a spam folderThis triggered my eliciting the Revdex.com help as I was working under the premise that they were not responding to my inquiries

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ To whom it may concern, Customer placed order on September 12th, for a timing kitThese parts are covered by a one year warranty to the original purchaserAdditional warranty information including but not limited to the extent of the warranty coverage that we offer can be found here: http://www.ecstuning.com/TermsOfUse/#product-warranty Customer contacted ECS Tuning Customer Service on June 22nd, requesting warranty supportAt this time, due to the fact that the order was placed two years and nine months ago, well over the one year warranty period, the request for warranty was denied by the original CS RepAt this time the call was escalated to managementThe manager agreed and informed that due to the time period that the warranty could not be honored and we offered a discount for the products that the customer is looking to replaceTo my understanding this option was not accepted by the customer As for the customers claims that we "knew about this bad batch and didn't offer to replace until it was over the 1yr period and they wouldn't have to cover it", this is nothing but false ECS Tuning has sold several thousand URO brand tensioners since 2/10/and we have returned a total of to our supplier since October 25th, which would be a less than .04% defect rate, if we classify all as defects and not a vendor mislabel or other issue After considering the customers initial complaint, our offering to supply replacements at a discounted price as well as reviewing our actual defect rate, I feel that ECS Tuning has made a good faith effort to help the customer by providing a solution even though the warranty period is far overdue At this point in time our response will remain the same as the original offer Have a good day

***, We apologize for the issues you’ve had with this productECS Tuning offers a one year warranty from the purchase date against manufacturer defectsThe product was purchased 4/7/and a warranty replacement was issued on February 20TH Normally warranty coverage will apply only
to the original order which puts the warranty expiration at 4/7/We do understand the time frame between failures is uncommon in this scenario and will be happy to issue the credit you originally requestedOnto the communications you had with two of our CS Representatives, it is obvious that we failed to provide acceptable serviceThis will be used as a training opportunity to show where we failed and how to correct it moving forwardWe take all customer feedback very seriously and obviously want to prevent situations like this moving forwardOur CS Supervisor is here daily, from 8am-6pm who would be happy to further discuss any issues you may haveWe understand he was on lunch when you contacted us today but he is always available otherwiseWe sincerely apologize for any inconvenience

Date Sent: 2/23/11:17:AMThe customer’s statement is correctShe originally canceled the order and that request was completedAfter this, her husband called back stating the order should not have been canceled at which time it was reopenedThe sales representative that he spoke trusted this statement and proceeded to reopen the orderWhen we were informed that it was not authorized, cancelation of the transaction was quickly initiatedWe later received confirmation without hoursThe transaction was then canceled and refunded in fullAll of the customers payment information was then removed from her account since she was unable to keep it secureECS Tuning completed everything as requested by Mrs.*** and request that she keeps her account secure from unauthorized access moving forwardWhile we can change the password and remove payment information, it is on the purchaser to make sure that information is not willingly provided to somebody else

They are wrong with what they are saying I did not misunderstand anything I have my one e-mail that shows what I paid I did not say anything about this not shipping right away of two days after I placed the order When I contacted them they said it was on back order and that is why it took a couple of days to ship I do have that in writing from them from the conversation with Josh I feel they should still have to pay me back It will be a week that I do not have my car due to them not shipping on time

I am rejecting this response because:From: Heather *** Date: Mon, Sep 26, at 5:PM Subject: Re: You have a New Message from Revdex.com Serving Akron Ohio, Complaint #To: Revdex.com I have tried multiple times to respond to this email about the response receivedI keep getting a file error every time I try and send my responseI am rejecting their responseIt is false. Please advise.Thank you,Heather ***

Hello!Thanks for writingWe do apologize for the delays that you've experienced with your orderUnfortunately we are experiencing warehouse order fulfillment problems which have delayed the shipment of your order, as well as many othersWe are working diligently to get caught back up and hope to
ship your order as soon as possibleSorry for the inconvenience

Hello,This customers complaint is inaccurate, and is based on a misunderstanding of terminology on the websiteECS Tuning provides expected ship dates both before, during and after order checkoutWe do not provide delivery dates, as these are provided by the shipping courier once the package has
shippedThe customers expected order ship date was 8/29/2016, and we shipped the order one business day early on 8/which is earlier than scheduled. We shipped your order earlier than scheduled, and as such, it will be delivered earlier than it would have been if it had shipped on the original date quoted, 8/As per the shipping method that you selected during checkout, it is clearly noted that the delivery method will take 2-daysI will also remind you that you chose the free, No Rush shipping option on the website. As such, we will not be honoring your requests to have a replacement shipped free of charge, not will we offer a refund unless you would like to return the product for a full refund

I am rejecting this response because: It clearly stated that it came with the product, it's not my fault that it was a typo! Anyway I have sense ordered it from another establishment and you can cancel this compliant - I wish to pursue not further actionsThank-You