ECS Tuning, LLC

Hello, Thanks for sharing your feedbackUnfortunately different departments do have different hours of operation, as noted in our Contact Us Section found here: https://www.ecstuning.com/ContactUs/We do have employees available until 11:00pm ET on Live ChatThis is in no way false
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Hello,Thanks for sharing your feedbackAs noted in our terms of use, direct ship orders normally cannot be canceledWe've made the exception for you and have been working with the vendor who was slow to acknowledge our request to cancelYour order and the respective payment were canceled/refunded
yesterday 1/after finally receiving confirmation that the order was canceled from the vendor. Have a good day

***,Just to add transparency to this situation, it is important to note that ECS was not informed of any damage until over a year laterWhen we were initially informed the spacers provided by Dinan did not work, we were happy to replace them with our house brand at no charge to youIt was
not until the following year that we received communication stating you felt the wheels damaged your calipersAs I’m sure you know, that is a long time and any number of things could have happened within that time frameDespite this, ECS offered replacement OEM calipers (MSRP $Each) at $eachWe feel that is a very fair offer considering the amount of time that passed and will still extend that offer to you now. It is always recommended to take accurate measurements prior to purchasing aftermarket wheelsWhen it comes to visual’s, everyone’s taste is differentWe provide the options that will fit/bolt up to your vehicle but not without the possibility of requiring spacers/stretched tires/rolled fenders, etcThis is very standard procedure for all wheel distributors. We apologize for any confusion or inconvenience and as our actions have shown, we have been more than willing to help as much as we can. If you would like to further discuss, our CS Supervisor would be happy to speakYou can reach *** at ***(*** * ***)

The customer's complaint is validDespite our best efforts, both packages were damaged in transitWe are working to see how we can avoid situations like this in the futureLarger items such as this one are more prone to damage due to the dimensions and weightWe have arranged to get the customer
a full refund pending the return of the damaged item as explained in our Terms of UseWe apologize sincerely for any inconvenience caused to the customer as it's never our intention to ship them an item in any condition other than new

***,Your purchase, order 309-111-was placed on 12/with an expected ship date of 12/26/We were unfortunately notified of a delay on 12/with the explanation that the springs were held in the UK with a new expected ship date (to ECS) in the first week of JanuaryWe notified you of
this delay on the same day via email. Despite our best efforts, we were informed of another delay as the new ship date came closerSame explanation from our supplier, that the products are being held in the UKWe have been in constant contact with our supplier to get a valid expected ship date. We understand this can be extremely inconvenience and apologize sincerely for the delaysOur intention has always been to provide accurate information to our customers but ultimately we rely on our supplier to be transparent with us when relaying product availabilityUnfortunately that did not happen here. As requested, we have put in a cancellation request to cancel/refund this orderYou will receive an email confirming the cancellation once processedThe full payment of $285.00USD will be refunded at that time to the original payment methodThanks for your time and sorry again for any inconvenience

The product the customer ordered was an older revision which has been superseded to a new part numberWe were not aware of this until contacting them after the second returnOur supplier informed us that the product was not mislabeled and the axle being sent was simply the newest revisionWe
offered the customer a discount to keep the replacement or return it for a full refundThe customer decided to return the product for a full refundThe product the customer is looking for currently is no longer available as it is an old revision which is no longer in production

Initial Business Response /* (1000, 5, 2015/06/03) */
This case has been closed since 6/2/2015, when the customers PayPal account has been refunded in full for the original transaction amount, including shipping
Have a good day
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */

Hello,
We do apologize for the inconvenienceWe would be more than happy to refund you for your purchase, but you would have to return the merchandiseIf you wish to return them please contact us for a return merchandise authorization number
If you do not intend on returning the product than we will be unable to meet your request
Have a good day

Hello,Thanks for sharing your feedbackThe "regulator" that was accidentally listed in the product description does not exist for your vehicleIt was a typo, and is not availableIf you are unsatisfied with the product you are more than welcome and encouraged to return it for a full refund using
the RMA and return label provided to your email addressThanks for your time

Hello,Thanks for your responseThese parts were clearly installed or at least test fitted to the wheel/hub of the vehicle, as can be seen from the dirt/grime/rust marks on the productsAccordingly, we will not permit or accept a return on this product, as it cannot and will not be sold as newECS Tuning does not sell used parts, nor do we accept returns on used partsUsed can be defined as being test fitted, installed, driven on, or any combination of the aforementioned terms. In addition, it is clearly stated on the RMA form provided by the rep that we will not accept returns for used partsAt no point in time were we informed that the product was used, otherwise we would have denied the return at the time of the call or email request. We do apologize for the inconvenience, but unfortunately a return will not be accepted on this item. Respectfully,

[redacted], We apologize for the issues you had with us. We understand two of the center caps were damaged on the wheels you purchased from us. We first attempted to obtain them individually which did require an inquiry to the manufacturer. When it was determined they were not available for individual...

purchase, we arranged to pull two center caps from wheels on shelf and ship them to you at no charge. This process is outside of normal procedure which did cause a few day time lapse to get things in order. Normally the product would instead need to be returned to our facility and swapped for a new one. As of today (5/17/2017) the center caps are being shipped out for delivery 5/18. On to your Coilover order, they were purchased on 5/4 with an estimated ship date of 5/12. Upon placing the order with our vendor we were informed of a back order and relayed that information to you accordingly. Luckily, stock came to our warehouse early so we were going to cancel the direct ship order with the vendor and ship from our facility. While waiting on the confirmation, it appears you canceled the order all together and were issued a full refund. We apologize for the delays caused by the availability change.

Initial Business Response /* (1000, 5, 2015/08/13) */
Hello,
While we apologize for the issues, however ECS Tuning will not be honoring a price of an item that was discontinued and superseded with a new part number at a different price, and ECS Tuning will not be shipping two vehicle doors via...

USPS Mail for 11.xx, as they do not handle large freight.
We reserve the right to update pricing and shipping costs as outlined in the first page of our Terms of Use.
http://www.ecstuning.com/TermsOfUse/
We feel that we are unable and unwilling to meet these unreasonable expectations and will request that you shop elsewhere moving forward.
Thanks for your time.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Seller conducted business in an unethical manner. Increased shipping costs from an alleged computer glitch occurred on 08/10, long after 07/28. Other price increases and contacts happened during the interim period where the alleged glitch was still not disclosed by ECS. Final order amount exceeded 40% of original order confirmation with no changes at the consumer end. Delays exceeded two weeks. I reserve my right to file a complaint for price gouging and unethical practices. If ECS Tuning is unable or unwilling to conduct business in an ethical manner, we request that they refrain from misleading consumers with their deceptive and possibly illegal practices.
Final Business Response /* (4000, 9, 2015/08/19) */
To whom it may concern,
As previously documented, we reserve the right to update product pricing and/or shipping charges on a case by case basis, at any time. The original products that the customer ordered have been discontinued, meaning they are no longer in production and are no longer available. They have been substituted with alternate part numbers which have a higher retail price. This is set by the dealer, and was in fact correct on our site. Perhaps we should not have provided information on the substitute parts and we could have informed the customer that we could not fulfill the order, but we didn't do this. We in fact did the research to find if these parts were substituted, and they were at which time we provided updated information. As for shipping costs, the service requested simply doesn't exist due to the size of the products ordered. Technically the order would not have been able to be fulfilled, but we provided the customer with a freight option that would allow the order to be shipped.
While we do apologize for the troubles, we are not willing to fulfill the order at the price paid for the reasons listed above.
At this point in time, we've exhausted our resources for this sale and because we are unable to meet the consumers expectations, we suggest that he shop elsewhere in the future.

Initial Business Response /* (1000, 5, 2016/02/15) */
J[redacted],
Chris will be reaching out to you today to get this taken care of. Thanks for your time.
Initial Consumer Rebuttal /* (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 matter. It would seem that upper management realized the severity of the situation along with the relatively simple solution. ECS 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

Hello,  We did reach out to you using the email on your account [redacted]See the email below. From: Chris V[redacted] [mailto:[redacted]] Sent: Thursday, January 19, 2017 9:33 AM To: [redacted] Subject: RE: FW: Ordering...

complaint Jeffrey, I’m not sure what to say here. We messed up, badly. I checked out the orders made and you’re completely right, it’s a mess. This is not how we normally work with customers. The double payment could have been avoided by using the funds from the first order (if you had agreed to upgrade). This should have only occurred had you given us consent to upgrade to the different set of wheels. Current status of the payments is below. Authorization of $441.19 – Voided 1/13 and should be back to your card by now, please confirm Capture of $477.86 – Refunded 1/17 and is normally a 2-3 day turnaround to show on the account. Capture of $893.47 – Will be refunded today. Please allow 2-3 days for this to reflect. If there’s anything I can do to make this right, please let me know. I can discount the wheels on order to help with all the troubles if you’re willing to give that a go. What I can promise you is your experience is far from normal. This is not how we conduct ourselves and I can see that it will not happen again in the future. Please let me know your thoughts. If not, I completely understand and will make sure all the funds are back to you. Please accept our most sincere apologies for the way this was handled.   Thank you for contacting ECS Tuning. Please let me know if you have any questions. Chris V[redacted] Customer Service - Workgroup Supervisor Phone: [redacted] Fax: [redacted] http://www.ecstuning.com

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.

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. I have been credited the full amount I was charged. I did receive emails form a supervisor, but they were put into a spam folder. This 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 /* (1000, 5, 2015/10/08) */
Contact Name and Title: Thomas L[redacted], CS Manager
Contact Phone: [redacted]
Contact Email: [redacted]
Sir,
While we do apologize for the shipping delay on this order, your claims are nothing shy of untrue. As noted on the website...

at the time of order, our original expected SHIP date was in fact 9/29. There is a specific statement on the website regarding direct ships, and all ETA related items that shipping times may vary. Adam was nothing but honest and as helpful as WE could be in dealing with your requests.
These items are shipped directly from a vendor, who must a) ship the product themselves and b) provide shipping information to us, so that c) we can supply you, the end customer with this information. While we strive to have this information available as soon as possible, we cannot control the daily operations of a third party shipper.
In regards to the shipment, we just got tracking information on 10/6. The vendor just shipped the product on 10/5 which can be seen on the tracking information.
[redacted]
This package is scheduled to be delivered by Monday 10/12. If you do not want them, simply refuse them and we will refund you for them when they are returned. In the event that you start a dispute, we will be providing the shipping information along with the majority of your communications to the card company.
I would like to point out that some of your information in your complaint is incorrect as well. You submitted this order on 9/28 at 9:03pm EST. We submitted the PO with the drop ship vendor the following day 9/29 at 5:42pm. We received notification of a vendor fulfillment delay on 10/2, at which time we emailed you at 4:55pm. Please keep in mind that 10/2 is a Friday. We provided you with tracking information the following Tuesday 10/6 at 2:37pm. Yes, the shipment was delayed by 5 business days, we have nothing to hide here which Adam was trying to explain to you.
We feel that it would be best that you return the product so that you can be refunded, and moving forward you may shop elsewhere. We apologize that we had a fulfillment delay on one of your several orders that you have placed with us. However, if your expectations are that we will be able to fulfill every order 100% of the time, on time, than unfortunately we are unable to meet this expectation. Again, while we strive for accurate lead times on time ship dates, there are too many variables that may affect the availability of a non-stocking product which are out of our control.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The real problem here is that ECS never updated me beyond 10/2 - which is unacceptable. When I inquired - instead of customer service being honest with me - they did nothing but lie and ignore me.
You don't strive to do ANYTHING to help the customer.
The item is already returned, and thanks to swift action by my bank - I've gotten my money back.
ECS has shady business practices and this isn't the only complaint in the bucket.
Regardless of your lengthy response you are still wrong. You are the prime example of company that needs to learn the hard way that the customer is always right.
The customer also never shops at ECS again.
Final Business Response /* (4000, 10, 2015/10/13) */
It appears as though the customer will be shopping elsewhere in the future, and that his problems and concerns have been addressed. At this point, there is no further investigation needed as the customer has already been refunded, and is upset that we were unable to cancel a shipped order.
The package has been rerouted back to the shipper as well.
Have a good day.

Initial Business Response /* (1000, 5, 2015/06/23) */
To whom it may concern,
Customer placed order on September 12th, 2012 for a timing kit. These parts are covered by a one year warranty to the original purchaser. Additional 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, 2015 requesting warranty support. At 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 Rep. At this time the call was escalated to management. The 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 replace. To 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 2/10/2012 and we have returned a total of 5 to our supplier since October 25th, 2013 which would be a less than .04% defect rate, if we classify all 5 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.

Hello, Thanks for sharing your feedback. We do apologize for the delay with the shipment and delivery of your order. Order [redacted] was shipped several days after the original expected shipping date that was communicated to you at checkout, and ended up shipping on 3/6. As per the shipping...

method chosen during the purchase, this delivery service ranges from 5-7 business days. Today, 3/15 is the 7th business day and after reviewing the tracking information online the package is scheduled for delivery by end of day today.  [redacted]We will go ahead and refund you $20.00 due to the initial delay in shipping the package. Sorry for any inconvenience caused.

Initial Business Response /* (1000, 5, 2015/07/13) */
Hello,
Thanks for your feedback. Unfortunately the crank shaft is on back order with the manufacture and there is no ETA as to when it will become available.
Link to replacement order:...


[redacted]
If you are unable or unwilling to wait, the order can and will be canceled and you will simply be refunded.
We need you to contact the representative who last assisted you so that this can be done. He can be reached at [redacted]@ecstuning.com.
We simply cannot ship a part that we do not have in our possession.
Thanks for your time and sorry for the inconvenience.