ECS Tuning, LLC

Tyler, We would like to apologize for the damaged product. It is never our intention to provide product to a customer in anything but brand new condition. Just to give you a little backstory on the communication timeframe, the rep you spoke to at 6:51 on Thursday was close to the end of his shift...

when you called in. Our records show you were emailed return information at 6:54pm and by the time you responded at 7:12 the representative had already clocked out for the night. We see the following morning, we were able to rectify this issue by issuing a $100 credit to your ECS Tuning account. If there is anything we are missing, please reach out to our CS Supervisor, Chris to discuss further. You can contact him at [redacted] or [redacted] ext[redacted]. We sincerely apologize for any inconvenience caused.

Initial Business Response /* (1000, 5, 2015/06/25) */
[redacted],
Please accept our apologies for not responding to your email in a timely fashion.
Our Customer Service Supervisor Chris V. has responded to your email requesting additional information after seeing your email yesterday. This was...

sent at 3:58pm EST. We've also called you twice, one at 4:14pm and once at 5:45pm.
We are happy to help. We just need you to reply or return the call. Thanks.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
XHi have been in contact with Chris and he has resolved the issue.

Initial Business Response /* (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 /* (2000, 7, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
thank you for taking responsability on the issue

I am rejecting this response because:For the record, the “product” did not cause the damage. Your error of shipping me the wrong product did. This is an important legal distinction.  In any case, I just visited your website and went through the purchase process for the same wheels. I placed the wheels into the cart. I created a new account and made it to the end. All 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.com. At no point were any terms of use presented or agreed to. Ironically, 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 10/20/2017 11:35 PM, [redacted] wrote: [redacted], It’s been a while since we discussed the below problem with my order. The wrong spacers were included with my wheels. As a result my brand new Dinan rims and existing OEM F10 M5 front brake calipers sustained damage. You sent me the correct spacers which solved the mechanical problem. The damage to the wheels is on the inside so not a big deal. However, the damage to the calipers is very visible. I assumed I would be able to paint them so they would look ok again and I finally got around to trying to paint them recently. Unfortunately paint is not going to work. I need new calipers. Under 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 place. I can live with the wheel damage. I can live with the labor cost to replace the calipers. I can’t live with $1,500+ for replacement calipers. Please advise. Regards, [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 performance. Returning them would require me to incur additional expense to unmount the tires then remount & balance them on new wheels. At this point, I will settle for the replacement calipers and walk away. If not, I was born in Cleveland and I still have family there whom I visit often. I will file a small claim and meet you in court and we can let the judge decide. I 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 documented. This will be a good contrast to my reasonableness but you can roll the dice if you chose. This will be my final offer. I sincerely hope you do the right thing here.

Hello,The return was refused because the product has been either test fitted (partial install) or fully installed, as can be seen by the installation marks on the product (Photos attached). It was never communicated to ECS that the products were used/installed. ECS Tuning does not accept...

returns on used products, as all parts must be returned in new, unused and sellable condition. We do apologize for the inconvenience, and appreciate your understanding.

Contact Name and Title: [redacted], Manager
Contact Phone: [redacted]
Contact Email: [redacted]
Hello,
This order was delivered on 2/3. This case is considered closed. The customer can be refunded if he would like to return the product, otherwise no refund is due.

Consumer called and left message on 3/9/16, confirming that they have not received their refund yet.

A full refund for the order was issued since we were unable to meet the customer's expectations. Customer is advised to wait 3-5 business days for the amount to reflect onto their card/bank account.

Hello,Thanks for your message. Our 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 expense. You were authorized to return the goods prior to making this...

complaint.  Thanks for your time.

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

We contacted the customer to confirm their shipping address and sent the refund via check on 3/21.

I am rejecting this response because:
That is not what happened. Ecs never offered me a discount to keep the axle. They also never told me anything about the revision until I called after the third delivery. Please ask for their proof because I did not receive any emails regarding a revision or a discount. They also have my axle since Thursday of last week and I have not received any refund what so ever. Thanks

[redacted], Thanks for sharing your feedback. As per our records and your original order (submitted online, March 19th, 2017), you ordered Engine Beauty Cover EmblemBMW part number 11147788967 for $12.35. This is the item that was shipped to you, as requested on your order. You 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 vehicle. https://www.ecstuning.com/b-genuine-bmw-parts/engine-beauty-cover-emblem/1114778...⇄ 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 ordered. You 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.

Initial Business Response /* (1000, 5, 2016/06/06) */
Contact Name and Title: Tom L[redacted], CS Manager
Contact Phone: [redacted]
Contact Email: [redacted]
Hello,
The customer is more than welcome to return the painted bumper to our location using the provided RMA and return pick up...

label, at no expense to the customer.
However, ECS will not reimburse for the costs the customer incurred to have the bumper painted. It is the customers responsibility to verify that the products ordered and received match what they wanted prior to having the components painted or modified. This is a very easy process to review the products received so that you are confident that it is correct prior to having them painted.
We will be waiting for the return on this bumper which was authorized on 5/26.

Initial Business Response /* (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 having. The reason that the products do not fit is because the wrong products were...

ordered, it is not that we sent the incorrect parts. This 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 6 (June) of 1992 and requires a different product.
The original return information and offer will remain open until May 20, 2017.
Let us know if you have any other questions.