Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/14/2024 I placed Order #*********** for a car part from ECS Tuning. I requested a return and it was approved. I returned the item using the prepaid label ECS Tuning provided to me and looked for a followup a couple weeks later as I assumed they had gotten it but I hadn't heard back. Unfortunately the tracking was stuck so I contacted FedEx and they told me a lost package claim would have to be made by the FedEx account holder (ECS Tuning) They offered to file the claim on 2/4/2025 so I told them I used their label and gave them the receipt I got from FedEx when I handed the package to them. I contacted FedEx again to ask them about how the process would work and they said it'd take 10-14 days. At this point I never even thought the item was actually lost I just thought it was stuck somewhere and they'd be able to find the item. Fast forward a month later to 3/4/2025 after multiple update requests they say FedEx is not updating them on the claim. So I'm upset and call FedEx just for them to tell me they see no claim opened under tracking #************. ECS insisted they had "multiple claims" ongoing with FedEx but refused to give me a Case ID or any way that I could follow up on the claim myself. They also said they would contact FedEx to get me updates multiple times but they never did. I was able to file one myself and FedEx sent me a document to send to ECS that they'd have to attach to the claim saying that they're the shipper so they would be the ones reimbursed from their FedEx account. I don't think ECS ever did this or intended to cooperate with me at all. The claim I made ended up getting approved within days, which ECS even told me all they needed was FedEx to admit they were at fault for this to progress, and they did, and I forwarded ECS the proof of FedEx admitting 1. They could not locate the contents 2. Claim approved As of 3/28/2025 I have called ECS Tuning multiple times and they said they'd get me an update. Have not received email response.

  

  Business Response

  Date: 03/28/2025

  We are aware of the customer's claim status and apologize for any delays in refunding the order.  Sadly, we've see a rise in scams using Returns Fraud to claim the parts were sent back but never were.  We have filed multiple claims on our account asking for an update on the package.  They have been left unresolved due to inconsistencies that are in line with a returns scam that has many companies.  FedEx is aware of the scam and has open investigations. Until the package is cleared by FedEx from our account, we can't move forward with a refund. Again, we are sorry for any delays and will follow up once cleared by FedEx.  

  Customer Answer

  Date: 03/30/2025

   I am rejecting this response because:

  I understand ECS was suspicious because the order was returned from a different state than I ordered it from. I already explained the discrepancy. Even though I have ordered multiple times from them they have resulted to completely ghosting me, not replying to multiple emails and giving me the runaround over the phone.  I have told them I’m willing to provide them with any sort of proof I can. I already gave them proof of drop-off receipt for the item and FedEx admitting fault for losing the package. When they first said they opened “multiple claims” I contacted FedEx and they told me they had no notes or claims on their part. So I believe they were just lying.

  They told me all they needed was FedEx to admit they were at fault for this to move forward and as soon as I showed proof they did they stopped helping at all.  

   

  
  

  

  Business Response

  Date: 04/01/2025

  We have filed multiple claims on our account and have an open dispute with the carrier.  I have already confirmed with FedEx they do not allow customers to file claims for returns that are shipping on our carrier account.  Until we have the claim on out account cleared, we're not able to reimburse the order.  

  Customer Answer

  Date: 04/01/2025

   I am rejecting this response because:
  
  I have still yet to receive any sort of case ID or claim ID so that I can call FedEx and  get an update or ETA myself since ECS have not helped me in providing either. The only reason I filed the claim myself is because one of ECS employees suggested me to, I knew that it wasn’t my responsibility because FedEx was asking me for an account number I didn’t have, that’s why even though they did admit to losing the package they didn’t pay out the original value for it. I understand ECS is waiting for the claim to be resolved but I’ve provided all I can from my end and have taken tremendous time out of my work days to speak with FedEx and have received no customer support from ECS, on top of all of this taking many months to resolve I’ve had my money held hostage by them. I am hesitant in continuing to do business with them (even though I have multiple times in the past) until they make things right. All I ask is for proper communication and for them to stop accusing me of something I didn’t do. 

• Initial Complaint

  Date:03/11/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a set of headlamps online from ECS Tuning on 12/14/2024. Paid $521.87 Received and installed headlamps in undamaged condition. Within days of installation, one headlamp showed evidence of moisture intrusion and improper venting. This headlamp stays wet on the interior while the other headlamp functions normally and has always remained dry inside. I attempt to return the product on 3/11/25 after exhaustively trying to troubleshoot the water problem following manufacturer's guidance. ECS Tuning claimed that water inside the headlamp is normal and denied my return. They reference blog posts and other 3rd party websites which state transient moisture in a headlamp is normal. However my light has never been dry inside since a day or two after installation unless I use an air dryer to clear all moisture, and then water droplets return within a day. I am disputing their claim that both headlights are normal when one stays dry and the other stays wet. If persistent water inside is truly normal, they should make it very clear on their website that these headlamps may suffer from excessive water condensation and they consider that normal. Having known that, I would never have purchased these especially at such a high price point.

  

  Business Response

  Date: 03/12/2025

  Moisture inside any headlamp is perfectly normal, especially LED.  It's so common that multiple articles by manufacturers and enthusiasts have been written on the matter. The seals seem to be fine or else we would see water pooled at the bottom of the lens.  This is not a defect but a common occurrence. 

  Customer Answer

  Date: 03/25/2025

  Vendor has accepted return of merchandise and refunded my money. Please close complaint.

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order *********  I bought a cts turbo inlet for the n55. It has a different part number on it than the mfg number, but I assumed it was nothing, although I didn’t see this anywhere else. I go to install it, and it does not fit. After struggling for 6 hours to install this, I decided to go back to my stock inlet. My stock inlet took legit 1 minute to install. This inlet portion is not angled at the correct angle, and is too thick. This causes it to push downwards, and it’s impossible for it to fit onto the turbo as it’s at the wrong angle. I submitted a return, and 2 weeks after it was approved, it was denied. The reason was “see email”, except I did not receive any email. I contacted customer service, and never received a response from email. The next day I reached out to the chat, and spoke to **** *. When trying to understand why my return was denied after already being approved, and what I can do to make sure this doesn’t happen in the future. **** tells me it’s impossible for ECS tuning to ship a defective item, and then tells me things that contradict what defective even means, He says that I’ll have to take pictures of it on the vehicle not fitting. I was a bit confused as the turbo is under the Engine and hidden, so when I ask for clarification he essentially tells me “I don’t know, it’s your item not mine” he then proceeds to tell me word for word “You will not be permitted to do business with us in the future.”. Appalling customer service from **** *, not answering concerns, and then telling me I’m no longer allowed to be a customer after spending thousands of dollars here, over a $160 item. It’s actually laughable. Had to dispute this with my credit card as these are legit fraudulent concerns occurring on ECS and their customer service obviously has not been trained properly

  

  Business Response

  Date: 03/11/2025

  A supervisor has reached out directly to assist.  They will need the requested information to move forward. 

• Initial Complaint

  Date:02/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed the below mentioned order on February 8th, 2025. I ordered two rear car rotors for my car. After two weeks, I finally received the package, however there was only one rotor for the right side. I called customer service and spoke with Nick on 2.20.25. He said he'd call me tomorrow to advise. I did not recieve a call. So, I called customer service the next day on 2.21.25 and spoke with somebody that I couldn't understand at all. Not because of an accent but because of the quality of their phone/headset was so poor. I asked him if he could email me and he said yes. No email. On the same day I tried to use the chat feature. The name in the chat was ****** **. When he came on he disconnected in a few seconds. I simply want them to send me the left side rotor that I paid for but never received. This has been seriously frustrating. I sense that their customer service and a bunch of underpaid teenagers that don't care! I will not make the mistake of using them again. If you can please help me, I really appreciate it!

  

  Business Response

  Date: 02/24/2025

  We can certainly understand the frustration.  The order was shipping directly from the vendor to the customer.  We were waiting on a response from the vendor about the missing component before we could respond. However, the agent still should have followed up.  We'll be reaching out directly to make arrangements for the missing rotor. 

  Customer Answer

  Date: 02/25/2025

   I am rejecting this response because: I don't believe a word this company tells you. They have done absolutely nothing for me, and not once responded to my many calls for help. I even sent them an email through their website a couple of days ago since I filed the complaint with the BBB but no response. Without your help by means of keeping this complaint active, ECS Tuning will do nothing, trust me on this. They think they can just ignore their responsibilities to their customers and get away with it.

  Thank you for your help!
  
  

  
  

  Customer Answer

  Date: 02/26/2025

  Good morning,

  ESC Tuning has not been in contact with me in any way. They have never done anything that they said they would do.

  Customer Answer

  Date: 02/26/2025

  Hi, I wanted to inform you that I have received an email from ESC Tuning that references order # ***********. I'm guessing this is the missing rotor that I did not receive. 

  I also want to ask if we can please keep this complaint active until I have received the package and confirmed that the correct part was sent.

  Thank you for your help. I really appreciate it!

  

  Business Response

  Date: 02/27/2025

  Our sincerest apologies.  We have confirmed the new order was placed and shipped out.  

  Customer Answer

  Date: 02/27/2025

   I am rejecting this response because: Due to having such a terrible experience with this company (ESC Tuning) I only want to make certain that the package gets here and that it's the correct part. Thank you!
  
  
  

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 2nd 2023 I purchases a "Short Throw Shifter" for my 2011 **** S5. I fitted the part in October 2024. In January the reverse interlock broke - the only plastic part in the assembly - removing the gate for first and interlock to reverse - a potentially dangerous situation as its difficult to know if 1st gear or reverse is selected before letting off the clutch - just what you need on a hill at traffic lights. Contacting ECS Tuning by email I was told the assembly was out of warrantee - even though it says "Lifetime Replacement Item" - I was told it was NOT WARRANTIED - even by ******** definition Replacement IS a warrantee.Because this assembly is fitted into my car and would disable the car if I removed it I was unable to send a requested photo of the broken part. I was told I had to by a second assembly - an additional $407 (Now at $814 out of pocket) for a STORE CREDIT !!!!!! not a refund. To add injury to insult - after ordering the new assembly - IT WAS ON BACK ORDER TO MID APRIL. This does not solve my immediate problem. So I have cancelled the order and found a replacement from another vendor that I can get in a week - not two months. So after contacting ECS Tuning for help on getting compensation I was directed to the page on the worthless "LIFETIME REPLACEMENT ITEM" for STORE CREDIT - which I've had to forgo BECAUSE THEY DON'T EVEN HAVE THE PART - which is defective deign/ material - a plastic part that snapped - and tough luck to me out of pocket $******'s no wonder there are SO MANY complaints against this company in the BBB database, but they still have an A+ rating with BBB - How is that possible?I want my money refunding as the part is not suitable for purpose and I will take legal action if this complaint does not result in satisfaction.

  

  Business Response

  Date: 02/12/2025

  We are proud to offer a Lifetime Replacement Program.  If an eligible item wears down or breaks, the customer would order the replacement part up front and return the old one for ECS Rewards.  Here are more details about the program: *********************************************************** .   Previously, we only offered a 1 year warranty from the shipment date.  This program allows customers another option for an item if it stops working outside the warranty period.  Since the item is past 1 year from the shipping date, it would not be covered under a traditional warranty.  Also, our terms of use state a product being redeemed under warranty would be eligible for repair or replace. Here's more information about our warranty.  **************************************************************** .  Since the customer is in need of a new part and the estimated shipping date is not for a couple more months, we can make an exception and accept the return as a traditional warranty for store credit towards the purchase of another part.  After one year, the authorization ID expires on the payment and we're not able to move funds back.  

  Customer Answer

  Date: 02/13/2025

   I am rejecting this response because: part defective - nothing in the response addresses the issue. Lifetime means what - until the part breaks? I am owed $407 and will not be satisfied until at the very least get store credit per the companies terms and conditions - happy to ship the broken part - which is not suitable for purpose and should be withdrawn immediately. Next step - legal action. 
  
  
  

  

  Business Response

  Date: 02/14/2025

  Again, this order is well over a year old and parts will wear.  It wasn't shipped broken or defective.  Lifetime Replacement is exactly what it means.  We can set up a replacement order to be purchased up front and the old one could be returned for ECS Rewards.  We do not advertise a Lifetime Warranty.  Warranty and Replacement Program are very different.  Our Terms of Use and the Terms of the Lifetime Replacement Program are very clearly stated on our site.  We can accept the part back to store credit. 

  Customer Answer

  Date: 02/18/2025

   I am rejecting this response because: The company DO NOT HAVE A PART  - I already put and oder in for one - and it was not available until MID APRIL. I have purchased an alternative part to replace the defective one. Let me be very clear - this is a LATENT design fault. Making a critical part from plastic which is not suitable for purpose is not "Wear and tear". 

  I will come my complaint if, by returning the defective part I get the value paid as store credit - without the purchase of another part - which is not available and would break in the same way. 
  
  

  
  

  

  Business Response

  Date: 02/21/2025

  We have sold almost 1000 units and 2.5% have been returned as defective, including this claim.  If the product had a design flaw, the defective rate would be much higher.  Again, due to the age of the order, we can offer store credit if the customer would like to return the unit.  

  Customer Answer

  Date: 02/24/2025

   Better Business Bureau:
  
  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 return the unit for a store credit. Any issues I will raise a new complaint. Once I have the unit out, I will have photo's of. the failed part - given the 6 week lead time for a replacement I don't believe the number of units sold is nearly 1000. I will also provide comparative photo's of the new unit which has a steel, machined reverse detent - integral with the stick - not a flimsy piece of plastic.

• Initial Complaint

  Date:02/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ECS advertises a price match policy and refused to price match an item. Their response was that the competitor offers the item below ECS's cost and they will not price match it. ECS's price match policy is in the attachments. I provided all relevant information per their policy. Other attachments include: the order from ECS, competitor pricing, product part number match with list price, also the total competitor price with tax and shipping. The branding of the item on ECS website(surtrak) is not the brand of the product delivered(trakmotive). After the trakmotive brand was revealed I recognized that competitor carried that brand. They did carry the same item so I proceeded to gather the information for a price match. *I question if the misleading branding is on purpose to prevent customers from asking for the price match. The pricing between the ECS and rockauto is broken down below, all can be confirmed in the attachments. I would like ECS to honor THEIR policy and price match the product by crediting me the difference of $115.43, to my payment method paypal. ECS price: purchasing qty 2 Product cost 141.99 each Subtotal 283.98 Tax 18.85 Shipping 5.97 Total 308.80 Rockauto price: purchasing qty 2 Product cost 83.79 each Subtotal 167.58 Tax 11.80 Shipping 13.99 Total 193.37

  

  Business Response

  Date: 02/04/2025

  The advertisement is in violation of MAP policy and would not be eligible for the price match policy.  

  Customer Answer

  Date: 02/04/2025

   I am rejecting this response because:
  
  ECS has not provided proof that the rockauto price violates MAP policy. ECS's cost does not imply that is the MAP price.

  Customer Answer

  Date: 02/04/2025

  I have attached the same axles from the manufacturers website, with tax and shipping. At an even lower cost than rockauto. It would be unusual for the manufacture to sell below their own MAP.

  Customer Answer

  Date: 02/04/2025

  I apologize, the previous message with attachment was not from the manufactures website. As I am trying to do my own research as to what product I have received, Surtrak does not have a website. Trakmotive owns Surtrak, I purchased Surtrak and received Trakmotive. Volkswagen owns Audi, if I pay for an Audi and get a Volkswagen that is fraud. I am starting to question if I am a victims of fraud now. 

  It still hold's that ECS is now claiming two companies are in violation of Trakmotive's MAP policy. 

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 17 year old son at the time of purchase bought parts for his car, he recently turned 18. He bought a power steering pump and some hoses amounting to approximately $463. His dad worked on the car with him and did get a little grease on the outside the parts because they’re hands were working on a car- but when they realized it didn’t fit- they wiped them down and returned them in the original box. No fluids ever ran through the parts. ECS tuning refused to refund us. They said the parts had fluids in them. 100% positive this is not true reporting by their staff because the parts didn’t fit. Nothing ran through them! When we called to let them know that wasn’t the case- they refused to listen and were dismissive of the truth. They said they’d call my son but no one did. Rather they sent an email and he had 5 days to respond if we wanted the parts returned back but my son didn’t see the email until the after the five days. When he called again because they didn’t call him back- they said they threw the parts out. After numerous attempts from my husband to reach a manager- no such interaction happened. They called my son and said they found the parts and he could have them back if he paid for the shipping. They suddenly found the parts? The parts do not fit so we do not want them- not even to sell because we can’t pay more money for shipping and then hope to resell somehow. They were rude over the phone and are a fraudulent company. The parts were refundable and in excellent condition. Customers should be aware of the return policy they do not abide by and it is basically their word against ours and we are very honest. They are not. Their customer service is poor except for one man we spoke to. He tried to help us or at least he was nice. Their way of resolving an issue is wrong and shady.

  

  Business Response

  Date: 01/28/2025

  We received the returned items back on Dec 26th.  Upon opening the box, the contents were coated in power steering fluid. We can not accept returns in this condition as they would no longer be resalable. An email was sent to the customer about the condition and we set a disposal date.  The customer spoke to a another member of the team about the issue and passed along the concerns.  We still had no heard back from the customer's original email sent on Dec 26th.  The parts were removed from out internal log and set aside by our returns team.  The agent assumed they were disposed of at this point. Last week, we double checked the area and they had not been thrown out quite yet.  After further inspection, it was found that the box and everything in it was coated in fluid. After cleaning the outside of the bag for the feed lines, we were able to confirm they were unused. Those have been refunded.  However, the pump has fluid leaking out of it and is not eligible for a return.  This part comes with some grease on it to ensure it doesn't rust or stick.  This is not the grease and is clearly fluid. If the customer would like the pump returned, we will need a return shipping label.  I've added pictures of the pump and paper coated in fluid. 

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ecs and their sales representative ****** Customer Service Representative **********  Will not accept the stock photo of the erroneous product the sent to me. I am 76 years old and am unfamiliar with the hoops they want me to jump through. I have sent them the order,the sales receipt and the picture of what was sent me and they want me to open the package send them pictures of paperwork,original pictures of everything in the package. There is nothing in the list that they are unaware of and the pictures are not something they need to send me a shipping label for return. It is simply a way to discourage returns. I want the part I paid for and they know that part does not fit my audi automobile.Therefore after receiving a list of complicated requirements,(that are not mentioned until a return is attempted)I am requesting your intervention into their return practices.

  

  Business Response

  Date: 01/21/2025

  The customer contacted us stating the filter received was incorrect. We asked for a picture of what they received and the customer sent a photo from our site.  The agent asked for a photo of the actual part they received and any of the possible part numbers on the box.  The customer declined and we set up an RMA anyways.  

  We ask for pictures of the actual part and part number for a couple reasons.  The first is because customers will often think the part is incorrect.  However, it's the part that was ordered and they might have ordered the wrong one. If we ship out a new one and it's the exact same part they already received, we've now wasted more of their time.  The second reason we ask for pictures of the part and labels is so we can confirm they were labeled correctly from the vendor.  Sometimes, vendors will ship the incorrect part inside the box.  Again, sending out a second one will result in more wasted time for the customer.  We try not to repeat our mistakes but it does require some help from the customer.  

• Initial Complaint

  Date:01/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a product from ECS tuning on December 31st 2024. They say the product was delivered on 1/3/25. I made a case on 1/8/25 with a very rude person named ***** about the product not delivered to my address. I supplied 2 camera videos and pictures of the front porch to proof it was not the same as in the shippers delivery picture. She claim the product was stolen and assumed I was a liar. So, I paid for a product that I never received. I won't be surprised that ECS tuning took my money and was refunded from the shipping company too.Anyway, I never received a response from ***** or anybody else from my case of not receiving my item. They took my money this time but it will not happen again. Plenty of reputable companies online to get good products with very good customer service. Also, I've been a technician for over 20 years with one of the worlds largest shipping companies (not the one that supposedly delivered to my house) and I will never recommend or suggest ECS to anybody again.

  

  Business Response

  Date: 01/17/2025

  We're sorry to say the agent was unexpectedly out of office for a few days and did not follow up with emails as quickly upon their return.  Our team will be reaching out directly to refund or replace the order.  We apologize for the delays and any trouble.  Thank you for your time and feedback. 

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought parts in may ******************* October 2024 . Paid around 1700 Today when I called ECS tuning for a warranty replacement I was met with hostility and aggression. The woman told me not to be mad when my car broke down from their parts and Im stuck near a fire zone and cant evacuate due to this situation!!! So she hung up on me when I called again **** answered and threaten to come to my home and fight me since he has my address on file . He was extremely aggressive and violent continues to speak to me in a way and when informed he was being recorded by my dash cam he completely changed his voice and demeanor. ***** informed me for me to get warranty and the parts I already purchased I would have to buy them again and use the new parts and then they would replace the parts . So in essence I would have a new set of parts at home doing nothing cause they are making me buy the parts again . On their website it says right under the product lifetime warranty replacement it doesnt say buy the parts again . Who would ever agree to that if they were aware of that ??? Theyre upset that Im upset but they havent lost money or time or are in danger thats me and they treat me like Im trash. They denied me help and to speak to a supervisor

  

  Business Response

  Date: 01/15/2025

  The conversations were all recorded and not once did an agent threaten or mistreat the customer.  On the contrary, the customer cussed out every agent who tried to help and was highly inappropriate.  Furthermore, the customer told an agent to "come see him in person" because we had his shipping address.  The agent declined and disconnected. They mocked several agents and refused to give helpful information. While we can empathize with a part not working, we will never condone the type of language and violence conveyed by the customer.  

  If they need to redeem the Lifetime Replacement on the part, please visit the site to start the process.  Through the program, they will log into their account, select the order and part that needs replaced and purchase a new one up front. Once they receive the replacement part, they can send the original part back for ECS Rewards.  Here's a like to detailed information on the program.  ***********************************************************