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:04/29/2024

  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 sent the *** module to this business for repair at a cost of around $149.00. I received it back onTue, Oct 17, 2023 . I installed the module and it did not work. I contacted **** at Module Repair Pro . I sent the module back and he told me it could not be repaired. He said he would try to find another one. He could not find another module. I have asked him to send my module back to me and a refund for a repair that was not completed..The Invoice #R797881551 . the first email I received from **************, will do it tomorrow, sorry, seems like this module is impossible to find On Monday, March 18, 2024 at 12:09:53 PM PDT, Module Repair Pro <*****************************> wrote: He also provided a tracking number that was bogus .I have sent several other emails requesting a refund and my old module back with no response .

  Business Response

  Date: 04/30/2024

  Customer sent us his ********************** to be repaired in October 2023 for "Communication" issues. Our technicians opened the module and did confirm obvious faults of broken connections & failed components, and performed their repairs. Customer reached back out in March 2024 complaining of different issues, and we invited him to send the module back to us so we could recheck the work done on it. Our technicians did not find any more issues within the module, and the repairs were all good. We then offered to find the customer a replacement, to which they agreed; however, we were not able to find the exact part number of the module. Due to no issues being found within the original module and no replacement located, we sent the original module back to the customer. 

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21634509
  
  I am rejecting this response because: The module was sent in to repair a problem . It came back with a  problem of no communication . Once again after the module was  sent back **** told me he could not repair the problem.  I feel if the module could not be repaired I should have been informed about the NOT REPAIRABLE problem before the module was sent back to me. **** at Module repair pro told me he will either try to find another module or refund my repair cost , He has done neither. I have also never received the old module . **** is not telling the truth .  The bottom line is that the module was sent in for repair and came back not repaired . 

  This is a copy of the response from  **** when he claims he sent the module  back to me .

   

  Fw: Your Modulerepairpro Order has been shipped (R797881551 )
  Yahoo/Inbox
  
  
  Module Repair Pro 
  From:**********************
  To:********************
  
  Mon, Mar 18 at 8:24 PM
  
  
  
  
  
  
  
  
  
  
  Sure, will do it tomorrow, sorry, seems like this module is impossible to find
  
  
  On Monday, March 18, 2024 at 12:09:53 PM PDT, Module Repair Pro <*****************************> wrote:
  
  
  
  
  
  
  ---------- Forwarded message ---------
  From: *******************;<********************>
  Date: Mon, Mar 18, 2024 at 12:02?PM
  Subject: Fw: Your Modulerepairpro Order has been shipped (R797881551 )
  To: ***************************** <*****************************>
  
  
  
  I would like to have my old module shipped back to me  since you have not been able to find another one to replace it please and a refund for the repair cost .
  
  This is the second email I have sent for this request.
  
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/13/2024

  The module was working after it was received, considering the time frame of the customer reaching out. If *********************** have issues down the line, that's possible, and we offer repair  & replacements depending on the issues & availability of modules. Unfortunately, module had unrepairable software issues afterwards and we could not find any replacements as they are number specific. We did ship the module back to the customer. All tracking numbers are too old to submit, as *** has limited time frame to keep them in their system. Our technicians did repair hardware issues the first time, and we pay our technicians for their time and effort.

• Initial Complaint

  Date:04/26/2023

  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.

  In March of last year, I purchased an A/C control module for my car. It worked for several months, but then I started to have problems with it. I called the company, spoke to ********************, and he told me to send it back and he would "take a look at it" . That was in January, and by mid February I had not heard anything, so I contacted him again. He insisted that the module worked properly, and would call me back in a day or so to discuss it further. He didn't, so I called again on February 22. This time he said there would be a $ 40 charge to test the module , and $ 16 to return it to me. In all of our communications, this was the FIRST TIME he mentioned any charges, and since he had already tested the module, I couldn't avoid them. I told him it was unethical to charge me to test the module since it was still under warranty. I should have been told of all the charges the first time I called , regardless of his company policy. Since he forgot to inform me of them, then the mistake was his. Had I been informed of the charges in advance, I would not have returned my module to him. Because what he was asking for was unethical (and probably illegal), I told him I would not pay and that I wanted my module returned to me. Otherwise I would contact the authorities. Upon hearing this, he lost his temper and began cursing me in a foreign language. Again I told him to return my property to me, and he hung up on me. Regardless of whatever point he makes to try to justify what he did, the simple fact remains that he did not inform me of any charges until AFTER he had possession of my property. Now he is holding it hostage, and refusing to return it to me. This is no way to treat customers, and will only harm his business .

  Business Response

  Date: 04/26/2023

  On Febuary 22nd of 2023, ******** had called us to discuss his **** module as he was having issues with it at almost 11 months after purchase. We stand by our warranty (1 year on remanufactured units)and during troubleshooting we advised him multiple times that this issue may not be related to the **** module itself and with another portion of his A/C system in the car (as this particular vehicle has a two part climate control system and the module is just an input device into the actual brain installed at another location in the vehicle). Code 36 states that there is no communication between the head unit climate control and the **** system, which can come down to a bad wiring harness of corroded pins in the connectors on either side of the harness, etc. None the less, he agreed to having his module inspected and tested for a fee of $40 if there was no problem to be found (also stated on our RMA Form). In the case there was a problem we would go ahead and fix or replace the unit with another one, but during the course of testing we had observed no problem with the unit itself.
  Thus we contacted ******** to let him know that we had found no issue, and requested payment for our testing and shipping fee for return shipping which is when he became difficult and aprehensive towards us and not understanding of our policies. As much as we tried to explain to him of how this process worked and a resolution to them, he was not being compliant with us. He demanded to have his module and the $99 he originally spent on our service returned to him. He ended the conversation by threatening to call the cops on us.
  
  
  
  
  
  

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19985830
  
  I am rejecting this response because: I only want my module returned to me in good working condition OR my $99 refunded. NOT BOTH. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/02/2023

  Hello,

  In our RMA form (copy/pasted below) we state that in the event that there is found to be nothing wrong with the module, we will charge a $40 test fee and return shipping. We found nothing wrong with your module when it was returned back to ** for inspection and testing.

  "

  *************************************************************
  
  
  
  Remove your module and send it to:
  Module Repair Pro
  ******************************;
  Van Nuys, **, 91411
  
  
  Please note!
  - We expect our customers to diagnose their problem/s and pinpoint the issue to the module itself.
  If the module we have received passes *********/vehicle test and is confirmed to work properly - there will be a $40 bench fee, plus return shipping costs.
  
  
  Just a reminder of what is not covered by our warranty:
  -  water damage
  -  burned/shorted out modules as result of outside problems
  -  physical damage/ improper use
  -  illumination bulbs 
  
  
  If you have any questions - contact us at ************
  Regards,
  Module Repair Pro Team

  "

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19985830
  
  I am rejecting this response because:
  I called in January,  and told him about the problem,  and he said "you can send it back and I'll take a look at it"  . He didn't say anything about return authorization,  any charges,  or any kind of form. I spoke to him again on February 16, and still he didn't say anything about a form, return authorization,  or ANY CHARGES. It wasn't until I spoke to him on February 22, that he said there was a $40 charge to test the module,  and $16 to return it to me. This is unethical and unacceptable  ! He waited until he had possession of my property before he notified me of his "company policy " ! It's blackmail !  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/18/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  Called with a warranty question. The Module was repaired by this company two years ago but is broken again.
  
  Guy on the end of the phone is very difficult to deal with and wont let you talk. He wants technician codes and wouldn't accept that my mechanic diagnosed the Module as the source of the ABS system on the *** going out.
  
  He said he needs a letter from the mechanic and was derogatory to the mechanic, then hung up.
  
  All I want is a civil conversation and see if the module is under warranty.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/04) */
  Contact Name and Title: *****************
  Contact Phone: ******************
  Contact Email: ************************
  All warranty terms and conditions are posted on our website at************************* as well included in the repair invoice that you received as a hard copy with your repaired module.
  Also, on the same invoice were marked the exact issues that been repaired internally and covered by our warranty.
  No other or unrelated problem/s are covered.
  That's why we asked you particular questions regarding the CURRENT trouble code/s for the ABS system.
  Which you did not have available at the moment, therefore we were unable to answer your question if it is under warranty or not.
  You are welcome to provide the information requested on our website contact form.
  Thanks.
  
  
  Consumer Response /* (3000, 7, 2022/12/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My concern wasn't just about the warranty on the module, but the belligerent attitude of someone with a middle eastern accent -- shouting and he eventually hung up. Do you really treat all your customer s like this?