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:12/09/2022

  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.

  order number *********** I purchased a new bumper for my 335d and was sent an E90, some of this I will own but really? I was out of town (my father died) when the shipment arrived. My wife thought she would do something nice and help ease my loss and took the bumper (believing ECS sent the correct bumper the one ordered) in for paint matched painting ($350.00) so it would be ready for install when I got home. To my surprise very nice gesture by her has ended up a total disaster and disappointment. I have called ECS customer service so many times and everyone agrees ECS sent the wrong bumper stating "I see we had a product specialist involved in the order" and "that sucks, because you modified it we will not accept returns" and "we will sell you the same one you already ordered and paid for at a discounted price" (employee pricing $100.00 off an now higher priced bumper) I am going to be out $700.00 just in paint. Everyone knows it was their mistake and really ECS, "that sucks"

  

  Business Response

  Date: 12/12/2022

  We understand the frustration.  However, we can't accept a return on a modified part.  Every shop should know to test fit a part before painting it in case the part doesn't match or is the wrong fit.  Had this been caught before it was painted, we could have corrected the issue.  Since we can't accept the return, we've offered a discount on a new one.  

  

  Business Response

  Date: 12/12/2022

  Unfortunately, the bumper was painted before the fitment was checked.  We can offer off the discount that was discussed with the representative but that would be the best we can offer.  

  Customer Answer

  Date: 12/12/2022

   I am rejecting this response because:
  
  
  Offering to sell me the bumper $363.00 when I paid $463.72 is a $100.72 discount for what they have said was their mistake and putting 78.27% of the blame for them shipping the wrong product on me. NO WAY, I'll file a small claims law suit.

• Initial Complaint

  Date:11/09/2022

  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.

  I purchased several parts from ECS on October 2, 2022 I was notified that they would ship me the items by November 2, 2022. I received 2 boxes and was missing my Bilstein B16 Coilover system which cost $2437. ***** dropped off this package without a signature (big oversight from the company) Their solution was for me to file a police report. I didn't get any resolution (replacement part, refund) They basically told me that there was nothing that they could do.

  

  Business Response

  Date: 11/10/2022

  We understand that having a package stolen from your front porch is highly frustrating.  We opened a claim with ***** and they show both packages were delivered.  Unfortunately, there's nothing more we can do.  

  If you're concerned about an expensive order being delivered, you're welcome to add signature on delivery to your order.  As with any upgraded shipping option, you would need to specify that preference.  Most customers do not like to be inconvenienced waiting for the delivery or missing the delivery.  Many of our customers also prefer to have the carrier hold packages at a secure location.  

  Customer Answer

  Date: 11/10/2022

   I am rejecting this response because:
  
  
  This does not resolve the issue of me not getting a product that I paid for.

• Initial Complaint

  Date:10/31/2022

  Type:Order 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 ordered parts from the *** website and one of the parts that I ordered was not in the package when it arrived. I paid for the items and never received all of them, *** did send me a part that I did not order. *** will not refund me or send me the part that I paid for until I send them back the wrong part that they sent to me, I would not like a store credit for I will never shop there again,

  

  Business Response

  Date: 11/07/2022

  Hello, we're sorry the incorrect part was shipped out and we're happy to correct the mistake.  We have sent you a pre-paid shipping label and offered to expedite the correct part once we receive your return.  If you no longer wish for the part, we can issue a full refund instead of a new shipment. 

• Initial Complaint

  Date:10/28/2022

  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.

  Back in July 2022 I purchased a brake rotors from ECS tuning. I was told all I needed to do was upgrade the calipers and that they would fit on my car. Unfortunately on ECS tunings website it did not mention that the upgraded rotors do not fit on factory 19 inch rims. Nowhere on their ad did it say you have to upgrade your factory rims. I was led to believe that once I buy the rotors for $1000 as well as the bigger brake calipers which were another $2000 then I would be fine. Had i known from the beginning that I need it to also get bigger tires and rims I wouldve never bought the new rotors. I called ECS where a representative told me to buy wheel spacers which I did. I bought multiple sizes and after realizing my factory wheels still did not clear the brakes I tried to return the wheel spacers. ECS refused unless I took pictures of the wheel spacers installed to prove that it did not clear my factory brakes. I happily obliged and in doing so it severely damaged my brand new brake calipers. I was able to return the first set of wheel spacers but when I tried to return the second I was told I could not. I pleaded with multiple ECS representatives that they had advised me to buy The spacers and to have them installed to prove they did not fit and that my calipers got damaged. I then spoke to ******* who is a manager and I told him all I want is to be able to return The spacers and I will not go to civil Court for the damage that was caused to my brand new calipers that were damaged after following the direction and instructions that was required by ECS to return the spacers they told me to buy. ******* refused and said not only will he not let me return them he will not let me get a discount nor will he pay for the damage to my calipers. I tried reasoning with him but he refused and ECS was no help.

  

  Business Response

  Date: 11/07/2022

  Hello, we're sorry to hear you're having issues with your parts.  The calipers purchased clearly state they are for an upgraded version.  You would need to know your rotor size and type to determine what would work best for your vehicles set up.  Our sales team is more than happy to help you determine those parts.  

  Typically, we don't return wheel spacers at all but it appears your first set was overlooked.  We can make a one time exception and allow you to return the set on order number ***********.  The same terms would apply as before.  You would be responsible for return shipping.  Please let us know if you have any other questions. 

• Initial Complaint

  Date:10/10/2022

  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.

  I placed an order for a BRAND NEW scan tool from my vehicle. What I received was a device that came in clearly USED packaging and a device that is locked to the previous owner. Thats is simply fraud. sold a NEW product and received a USED one.
  
  To make matters worse, customer service did not even apologize. instead they stated the only way to help me was to by the product again and return the USED one.
  
  Why would I buy from you again if you burned me once already?!?!
  
  Any retailer where this has happened would send a replacement with a return label. simple, good customer service.
  
  DO NOT BUY FROM ECS, THEY ARE FRADUSTERS!!!

  

  Business Response

  Date: 10/10/2022

  We're sorry to hear your scanner was previously linked to another vehicle! We'll be addressing this internally.  We have a return set up and have already sent you a prepaid shipping label.  We'd be happy to send you a replacement once we receive that one back or issue you a full refund.  Again, our apologies that happened.  Please let us know if you would like a refund or a replacement once it's returned. 

  

  Business Response

  Date: 10/11/2022

  We have no problem giving you a full refund for the scanner once it's returned and checked in.  That's exactly how the return process works.  Please contact our customer service team if you have any other questions.  

  Customer Answer

  Date: 10/11/2022

   I am rejecting this response because:
  
  
  
  No it isnt you have charged me for shipping on returns in the past. As far as im aware no one has taken responsibility for sending me a used produ ting and tying up my money for YOUR mistake.

• Initial Complaint

  Date:09/21/2022

  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.

  Placed an order on 9/14 with a estimated ship date of 9/15. Waited until the 20th before reaching out. **************** said it would ship out that day or the next. Still nothing.

  

  Business Response

  Date: 09/22/2022

  We apologize your order was delayed.  It's never fun waiting on parts to arrive to finish your project.  This order was shipped yesterday and is awaiting ***** to scan it in.  Again, we apologize for the delay and encourage you to contact our customer service team with any other questions.  

• Initial Complaint

  Date:09/09/2022

  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.

  I bought a clutch from this company, I filed a complaint about the clutch slipping... I was instructed to remove the clutch and send it to them for inspection, which I did at my expense, but they indicated that I would be re-imbursed for my expenses. I sent in the clutch and they rebuilt it, but will not exchange it or re-imburse me any of my expenses.

  

  Business Response

  Date: 09/09/2022

  Before this part was ever removed or mailed out, our representative was quite clear we do not carry a warranty on this product and it is at the discretion of the manufacturer to grant any warranty claim.  We do not cover any shipping or labor fees associated with removing or replacing the part for warranty.  This is solely the responsibility of the customer and can be found on our site under the Terms of Use.  The Terms of Use were copied and emailed to the customer from our site at the beginning of the warranty inquiry. We also stated this would be replace or rebuild: ***************************************************

  After it was inspected by the manufacturer, there were no defects to be found related to the product itself.  The manufacturer offered to rebuild the part and ship it back to the customer.  

  This part is not eligible for a return due to being used.  ECS Tuning has facilitated their end of the warranty process in full.  

  

  Business Response

  Date: 09/09/2022

  Not only were you never verbally promised nor did we imply we would give you money, this was also sent to you in email.  You even summarized our policy back to us confirming you wouldn't reimbursed.  I've attached a screenshot of the conversation.  We were as clear on the policy as we could.  

  Customer Answer

  Date: 09/10/2022

   I am rejecting this response because: it is convenient that you have the email that states your terms, but not a recording of the phone call that was reassuring me not to worry, but to be patient about the outcome of the "clutch warranty" I have nothing further to say. I have no interest in continuing to argue with you, when you hide behind a policy that gives you carte blanche to not be responsible for the products that you sell.
  
  
  
  

• Initial Complaint

  Date:08/25/2022

  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 ordered some wheels from this company 2 and a half months ago and still have not received them. $800 spent over 10 weeks ago. I've tried reaching out to customer service numerous times. One time I was told to pick a different set of wheels because the ones I chose that said they were available to ship soon was pushed back to not being able to ship until 01/2023 lol. Anyways. This is ridiculous. Customer service *****. they were supposed to ship last week and now saying not available to ship until next week. Like ***. I'll be surprised if I ever see these wheels. I will go far out of my way to ever order anything from this company again. And I advise anyone in the market for car parts to do the same. **** ECS tuning

  

  Business Response

  Date: 08/25/2022

  While we understand your frustration, you ordered a part that wasn't in stock.  The minimum shipping date was 3 weeks out and was communicated to you upon ordering them.  We are still waiting on this wheel to arrive from the vendor and can't ship something we don't have.  If you would like to cancel your order, we'd be more than happy to submit this on your behalf.  Otherwise, our only option would be to wait until the vendor has them ready to ship.  

  

  Business Response

  Date: 08/29/2022

  The wheels you swapped to were also not in stock.  There are several orders for those wheels ahead of yours.  Again, we can't ship something that's not in stock and we're still waiting on them to arrive from the vendor.  

  Customer Answer

  Date: 08/31/2022

   I am rejecting this response because:
  
  
  This is becoming more of a joke on me. You guys are ridiculous. Why the **** does it keep getting pushed back?

• Initial Complaint

  Date:08/18/2022

  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.

  I ordered brake pads & rotors for my vehicle. I was concerned prior to ordering about fitment so contacted an ecs chat rep first. The chat rep told me they would fit. I then went ahead and ordered them. I made an appointment for my vehicle at my mechanics. He had all 4 corners of my vehicle disassembled, then went to put on the new rotors and pads. They didn't fit. I had to pay $150 in labor because of this that didn't actually go to installing the new rotors and pads.
  
  I initiated a return through ecs and told them what transpired. Upon receiving my return I was mostly refunded... but not for the shipping. I understand this policy when it's the customer's fault and/or they change their mind BUT this is ECS's fault. I did my due diligence in checking whether the pads and rotors would fit my vehicle with the chat rep and was reassured prior to ordering that they would fit.
  
  For reference my order number is ***********. The shipping amount that I wasn't refunded is $53.99.
  
  I am not asking for ecs to pay for my mechanic I wasted $150 on, this I take personal responsibility for not asking him to double check beforehand / have him take one corner of the vehicle apart. I also am not asking for the $25 in packaging materials I had to use to ship the brakes and rotors back. Ecs requires that you ship in a larger box than what the parts were shipped to you in and in one box... which of course makes things extra difficult with heavy packages. These brakes and rotors are very heavy and were shipped in two separate boxes, but I had to ship the 2 boxes back in one (82lbs). I am not asking to be compensated for my hour's time packaging them and bringing them to the local package depot.
  
  I just want to be refunded for the shipping, which I believe is what is right, that most businesses would honor when they were the ones that were the procuring cause of the problem.
  
  Thank you bbb & ecs for your time and careful consideration.

  

  Business Response

  Date: 08/18/2022

  We have investigated and the parts are applied correctly for your make and model.  However, your vehicle could have a different types of brake pads, rotors and calipers.  This would be information you'd need to know and give to the agent ahead of time.  Our site calls out the fitment of 330mm rear rotors that specifically wouldn't fit your set up.  We can refund the shipping this time but in the future please use the fitment guide on the site and consult with a mechanic for your vehicle specific needs since an agent wouldn't be able to tell you what's on your vehicle.  

  Customer Answer

  Date: 08/19/2022

   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 am content that they are refunding the shipping.  The response itself isn't the greatest, since even when ecs emailed me individually they advised that the rotors and pads should be direct fit (same as the customer service rep advised prior to me ordering when I inquired) ....  I then explained the size difference at which point then they stated I should have had them measured beforehand.