Escort Inc.

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

We will be more than willing to assist this customer with explanations absolutely and if there are upgrades, we can discuss technology updates and / or models that might help in exchange DEPENDING on the details of the original customer purchase (eg, we cannot replace out of warranty products nor do
exchanges for products at $if there is no functional or operational failure of the product).The information in this complaint is not singularly focused but in general, all radar detectors are subject to K band alerts - some do a better job of rejecting some alerts than other competitor models but none are 100% perfect That is the current state of the technology As for Experts "hanging up" on a call, this is not acceptable but it is difficult to know exactly who or when someone may have done this as we manage all active Experts in their roles as customer service Experts This complaint requires more information for me to resolve: what model was purchasedwhere AND when was it purchased and do you have a receiptmore detail on what is meant by the falsing scenario as describedTo repeat, we are more than willing to discuss technology updates and / or models that might help in exchange DEPENDING on the details of the original customer purchase (eg, we cannot replace out of warranty products nor do exchanges for products at $if there is no functional or operational failure of the product) We want to help but we need more detail and information.May we have your direct dial phone number, convenient time (M- F, - 4) to call and your permission to call you?Thank you

We
apologize for your recent experience. For
us, repairs are unusual, but repeat repairs are quite rare. Your Passport Max has been repaired and will
be on its way to you soon
Please
let us know if you have any concerns once you receive your detector
back
Customer
Service Department
Escort
Inc

*** ***,
We have already suggested the appropriate course of action for
resolutionPay in full and meet the obligations you agreed to when you purchased
the unit. Once the unit is paid for it
becomes your property and we will service under the one-year warranty and
return to you This is easily resolved
by following up on your commitment to the terms of the Payment Plan. You do not deny that you agreed to make timely
payments as required. You do not deny
that you received the unit. You do not
deny that you failed to make eight scheduled payments. You stated the value at $in this filing
(the unit is only $549.95) but have only paid $to date for the Passport
Max
Escort Inc

Mr***, thank you for your
interest in *** and for taking the time to contact us regarding your
Beltronics V 995. We would like to
clarify details in the filing statement
On 1-25-you were issued a Service Order
number and you stated the V was giving you a number
of radar alerts. We repaired and tested the antenna and your
Vwas working properly
On 4-15-you returned it to us stating
the User Settings were not holding changes.
We tested and No Problem was found.
On 6-22-you returned the unit to us
stating you were getting Service Required messagesWe was also explained how
and why this can happen, and that it does not always indicate a repair is
required
On 8-13-you returned your V to us
again and stated you were getting alerts
Per your comments, there were different
issues reported. As additional
information, even if our repair technicians are not able to duplicate an issue
on our test-bench, we do not simply return the unit. We will repair or replace components that
might be related to the concern to be on the safe side. Simply because we state what was repaired
does not necessarily mean repairs were needed.
We have detailed that the radar/laser
detector will detect radar and laser.
There are many uses of frequencies authorized by the FCC. As long as those frequencies are in your
area, the radar detector will alert the driver.
This model does not have the GPS feature to eliminate alerts. It is, however, compatible with our sister
company’s networking app called Escort Livewhen used with a compatible smart
phone will allow you to block out known non-police sources of radar and will
provide other features you may find beneficial
We do not repair products to make them work
the way a customer would like. We make sure
the product is operating properly and is at or above company specifications
Your V when tested was detecting the correct frequencies and rejecting
alerts outside those approved by the FCC and is working properly. If you wish to receive a refund, please
contact the place of purchase and follow their return and exchange
policies. We do not refund purchases
that were not made factory-direct. We
believe from our testing that replacing with a similar unit will give you
similar radar alert results
Please give us an indication of how often you receive alerts
you think the unit should not respond to and what radar band(s) it is
reporting. If you are getting laser
alerts, please do the same and let us know how often and if there is any
pattern (when accelerating, honking the horn, when it is cold, etc.). There is no way for us to know what bands or
alerts you are getting out in the field, but we can test the frequencies it is
rejecting and those it is alerting to.
Our suggestion to reduce the number of alerts would be to purchase
the optional Escort Live cord and use with a compatible smart phone. This combination will allow the user to block
non-police sources and would be a perfect companion to your V995. https://www.escortradar.com/store/ESCORT-Live-Android/
We appreciate your understanding and look forward to serving
you in the future
Customer
Service Department
Escort
Inc

*** *** ***,
","sans-serif"background:white">After
receipt of returned order on 8-29-2014, a refund was transmitted to the card on
9-9-
As
FYI, the refund should be under our DBA name radarlaserexperts
Escort
Inc

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThis complaint was filed prior to receiving the expedited repair service usually costing offered at the basic rate of Thank you
Regards,
*** ***

Hello, We have spoken a few times recently, in an effort to resolve the issue for youUnfortunately, we have not had success We have looked into the Live problem (no posted speed limits) as best we can on our end, and have not been able to identify the issue We have many
customers using Escort Live with the same phone as you, but they are not reporting the problem you have noticed, nor have we been able to duplicate it in house We suspect it is an issue with the phone/carrier, but cannot say for sure We are sorry for the inconvenience While Escort Live is a free service, offered as a courtesy with the purchase of a new detector, we do want you to be happy with it, and will continue to look for any problems that we can addressYour issue has been noted with our Live team, and I will contact you back if we do identify a problem on our end. In regards to the customer service you received, I am very sorry about that It appears there was an internal communication failure, and I have addressed my team in that regard We have been and continue to work on incorporating a more formal ticketing system than what we currently have in placeThank you for the suggestion.We appreciate the opportunity to try to assist you, and will continue to investigate the issue to the best of our abilityI apologize for any inconvenience this has caused you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint It's apparent they they no longer wish to have me as a consumeThe options are not even close to what the company has offfered over the telephoneThe only option here is for me to replace myself and them ship out the speakerThere are numerous complaints regarding this product, and they mention they have not received complaints about their product is a lie I've already had issues twice in the last two years, and it appears both are going unresolved They did not fix the issue with detections, and they did not fix the speaker, which is apparently due to alarms Options given by phone were a refurbishment of the unit with a full warrantyHowever, given a $detector, one would think the company would take better care of their customersI feel like I am working with a *** company, not one in my home state
Regards,
*** ***

Hello,Thank you for your feedback.We recently reached out to you via e-mail but we have not heard back Can you let us know whether you have received the correspondence?Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Enough is enough You have the facts and expect me to pay for your mistake I am asking for you to compromise and pick up the one overnight charge and pay my shipping back if you want the cable Please refund me the $
Regards,
*** ***
2/7/
Complaint
I have bought an escort passport max device on 09/15/and when using the device it failed to deliver what it is supposed to and so it is deffective It does not work as it is supposed to and it does not pick up the signals that it is supposed to It doesn't beep when it is supposed to .so I
emailed the company to get a replacement or a refund but they refused even though I am still in the warranty period and they guarantee their products a 100% I want a complete refund of my money
Desired Resolution
I want a refund of dollars which is how much I paid for the product It is deffective and doesn't work properly and it is not up to the standard especially for the amount of money paid
Consumer Business Dialog

Mr***,We are very sorry to hear of your dissatisfaction with our repair policies and procedures. There seem to be some discrepancies in what you have written versus the information we have on file that may be contributing to the confusion. To be precise, you mention that you
purchased the Maxfrom *** and that we are failing to honor our warranty on this purchase. We do honor the warranty when purchases are made directly through ***, as they are one of our largest authorized dealers. So when you called, we would have told you this repair was, indeed, covered. However, when we received the detector in house, along with the proof of purchase which is required for warranty service, the proof of puchase was from an *** reseller, named "Recellit, Inc"While *** purchases are covered, *** purchases are not, as noted in our warranty terms, listed here: https://www.escortradar.com/returns-exchanges.php. These can also be found in the owner's manuals.While this detector is not covered under the warranty, we would like to offer a one-time free repair as a gesture of goodwillDue to the fact that this was an *** purchase and not a factory direct order, we cannot offer a refund. The Maxis an excellent detector with an extremely low rate of failure. We trust you will be happy with it's performance once the repairs are completed. However, if you prefer a refund, we would direct you back to your *** seller, as they may be able to accommodate that request. To proceed with the repair, just let us know you'd like to move forward with it. Otherwise, we will ship it back to you as is. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The serial number for the passport Max is *** and the device does not do what it is supposed to do as far as capturing the laser signal It only picks up k band and x band I bought the device for dollars but it is NOT delivering and or working properly It doesn't beep when passing by a state trooper car with a laser gun So it does not protect from speeding tickets the passport Max does NOT do what the company claims that it does I want a complete refund of my money from Escort inc since they are responsible for the warranty of their products and they should stand behind their products This passport Max is not up to the standard and it is deffective and Escort inc should be responsible for this defect either by replacement or full refund
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me I will be contacting the business directly regarding the repair
Regards,
*** ***

Mr***
Thank you again for all your help and
patience as we have worked to resolve the experiences you mentioned. In speaking with our Major Account
Administrator, we feel your system will soon be up and running and operating
properly. As you are now aware, there
was nothing wrong with the equipment provided by Escort nor was there an error
during installation. It appears that the
3rd party mirror was not functioning properly and needed to be
replaced. Upon testing we also
discovered the wire connecting the radar antenna was damaged after
installation. We are shipping replacement
components now and you should receive soon.
This was done at the Expense of Escort Incand the installer, although our
components were working properly
After installation and testing to find
everything operational please reply to the Revdex.com.
If there are outstanding issues, please let us know. We truly appreciate your business and working
with us to resolve
Customer Service Department
Escort Inc

Original order was placed on nov 19, I finally cancelled order for nondelivery and placed new order When I called to follow up they did not know why it was not processed and I took weeks of constant calling with nobody answering callsNew issue was that I opened package last Thursday for a weekend road trip, when I plugged in unit meaagae service requiredIt was shipped defective When I asked for new one to be shipped, was informed that they had to receive defective unit before they would ship replacementI have not received replacement and was also informed that the issue was my BMW serie, I asked them if I needed to gett anew car and that issue was my faultI asked for overnight shipping of replacement , told cannot doI sent d fictive unit last Friday...we will see if I need to get a new car so escort worksThis is definitely a different kind of escort...hopefully the new one will be able to be turned on*** ***On Nov 19, 2016, at 10:PM, *** wrote:You have received this notification fromESCORT Inc.because you are a registered user or you or some other registered user requested some information for you from our store.Dear *** ***,Thank you for your orderPlease come back soon!INVOICEDate:11-19-22:17Order id:#***Order status:QueuedPayment method:Credit CardDelivery method:UPS GroundESCORT IncWest Chester Road,West Chester, Ohio 45069United StatesCALL US: 1-800-964-3138International: 1-800-543-1608Fax: 1-513-870-8509Email:[email protected]:***@aol.comBilling addressFirst Name:***Last Name:***Address:*** *** ***City:*** ***State:FloridaCountry:United StatesZip Code:***Phone:***Fax:Shipping addressFirst Name:***Last Name:***Address:*** *** ***City:*** ***State:FloridaCountry:United StatesZip Code:***Phone:***Fax:Products orderedSKUProductItem priceQuantityTotal***New ESCORT IX$499.951$499.95***ESCORT Radar Performance Guarantee$0.001$0.00TRADEINRADAREscort Trade In Program$0.001$0.00Subtotal:$499.95Shipping cost:$0.00Total:$499.95Any subscription codes ordered will be sent to you via e-mail.Thank you for your purchase!Thank you for using our shopping systemESCORT Inc.Phone: 1-800-964-3138Fax: 1-513-870-8509URL:www.escortradar.comRevdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Thank you for your continued interest in
Escort. As a long time Escort customer
you are more than likely aware that for decades our warranty policies have been
the same and clearly posted on our web site.
We never claim that our products will be problem free forever. What we do
guarantee is if your product does
not work to factory specifications during the warranty time that we will repair
or replace as needed at no charge. https://www.escortradar.com/returns-exchanges.php
As a long-time customer is it good to know
that our products have worked well for you in the past. It is unfortunate that one of your purchases
needs repair but that is what warranties are all about. After the warranty period has expired there
is a standard service fee for repairs The
standard fee is $99.95. However, based
on the conversation with one of our Customer Service Exerts, you were given a
special price on the Premium Repair, so we are confused about the reference
that we were not willing to assist you. The
benefits of the Premium Repair include a free shipping label to return the unit
to us at our cost, expedited repair times, a full one-year repair warranty and
other benefits The Premium Repair is
normally $but you were offered this service for only $99.95. This is neither terrible customer service nor
a reflection of poor quality control. We
apologize that electronic components can fail, but they can also be repaired
Once received we will repair your detector at
the special price offered to you and return to you in working condition as soon
as possible. We appreciate your
understanding and look forward to serving you in the future
Customer Service Department
Escort Inc

Mr***,
Thank you for your interest in Escort Inc. Per your filing it appears that our Customer
Service Experts are giving you the proper information. If you purchase directly from our factory we
do indeed keep track of serial numbers and date of purchase. You did not
purchase through us directly, so
we have no records of your purchase.
That is what reseller receipts are for, and as posted on our site, only
purchases from Authorized Resellers are eligible for factory warranty benefits
as copied below.
Our policies have not changed in over thirty years and are
clearly posted on our web site: ***
To quote
here for your convenience is the reference to returns and repairs:
What this warranty
covers:ESCORTwarrants your product against all
defects in materials and workmanship
For how long: One (1) year from
the date of the original purchase
What we will do:ESCORT,
at our discretion, will either repair or replace your product free of charge
What we will not do:ESCORTwill not pay shipping charges that you
incur for sending your product to us
What you must do to
maintain this warranty: Show original proof of purchase from an authorizedESCORTdealer
We set up the Service Order number for you on 5-26-and
asked to speak with the manager. The
manager called you back the same day and left a message for you. However, once a filing is placed with the Revdex.com
we will handle all communications through the Revdex.com
You also state that you have used the Passport 9500ix for
three years and two of the years it was not working properly. It would have been better to contact us much
earlier to let us know there was a concern and if closer to the factory
warranty period there may have been options or some flexibility under the
factory warranty to resolve. Allowing
the radar detector to fall repeatedly could possibly damage the radar
detector. With the information in your
filing it appears you have not purchased replacement suction cups or a new
mount for three years. Suction cups will
wear out over time (like windshield wiper blades, tires and many other
accessories) and will need to be replaced periodically.
Unfortunately, if troubleshooting over the phone does not
resolve your concern, the detector will need to be returned for service.
This is the nature of product warrantiesIf the product is
purchased from an Authorized Reseller and does not operate at factory specifications
we will repair or replace under warranty.
Other stated restrictions may apply as well. The customer is responsible for shipping
costs to return the product to us for service and we will cover the return
shipping charges. Outside the warranty
period there will be a charge for out of warranty repairs in effect at the
time. If an eligible receipt or proof of
purchase is not provided the repair will not be covered by the factory
warranty
We appreciate your understanding
Customer
Service Department
Escort Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
The customer is always right If you have more than one cable, the customer service rep should have asked more questions All I told him was that I needed to update the radar detector and he was confident he had the cable He didn't say "well there are multiple cables" Instead of taking a he said, she said approach take responsibility and meet me half way I paid for cables and overnight shipping Is it too difficult to refund me cable and shipping charge or are the customers always wrong in our opinion and you don't care? That's the perception you are giving
Regards,
*** ***

I have called you directly to get the matter resolvedThank you for your patience!