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:03/19/2024

  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.

  On 3/1/2024 I was emailed that my computer for my car could be repaired and was being sent back to me and my order was being sent to the billing department for a refund per their policies. I received my computer back but no refund was ever issued. I said it would take 7-10 days for processing and I understand that but I have emailed them multiple times with no response at all . As of writing this it is the 19th and the last email I got was the 1st

  Business Response

  Date: 03/25/2024

  A refund was issued today 3/25/2024

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair 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 something from this place for $218.95 on 3-4-2024 and ended up calling and canceling the order within an hour of ordering because i realized was the wrong part and they told me the money would be refunded and back in my account within ***** hours. It's been 2 weeks now and no refund. No reply to my emails. When I call all they keep saying is I have to email the billing department and won't even transfer me to a supervisor or someone who can actually help, they say "if there was someone I would transfer you to them". When I press the option for the billing department it's an automated service that says to email them. Which I have now done multiple times with NO REPLY. Nothing was shipped so it's not like they have to wait on a part to be returned or anything.

  Business Response

  Date: 03/25/2024

  Customer was refunded in full today 3/25/2024

  Customer Answer

  Date: 03/27/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/18/2024

  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.

  Called on 3/4/24 to be refunded $439.10 on a PCM that was ordered on 2/27/27 that they could not deliver (3-5 days). So asked for refund. It has now been two weeks (said up to 10 days for refund) with no refund in sight and they ignore my emails to their billing department.They certainly had no problem taking my money on 2/27/24. I'm in a wheelchair and rely on my van to get around town and need that money so I can look for a part somewhere else. Meanwhile I have been stranded at home for three weeks (one week waiting on part, two weeks waiting on refund).

  Business Response

  Date: 03/25/2024

  Customer was refunded in full today 3/25/2024.

  Customer Answer

  Date: 03/28/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/18/2024

  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 sent my vehicles computer to this business for repair which we agreed was supposed to be $795. After receiving and diagnosing my ECM, they told me they cant repair it so I need to buy a refurbished one for $1995.. I declined and asked for my computer back. They said they would charge me $150 diagnostic fee which wasnt discussed initially but in order to get my computer back I agreed. After receiving my computer back I noticed that they actually charged me $695 instead of the agreed $150. This seems like a pretty shady business as they do business under several assumed names, including Diesel Ecm Exchange, Prime Auto, Diesel Repair, as well as Car Computer Exchange. The company that I dealt with was Diesel Ecm Exchange which is how they advertise themselves on line but its clearly this company .

  Business Response

  Date: 03/25/2024

  Services were provided as agreed no refund is due to the customer

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21437051
  
  I am rejecting this response because it is not a truthful response. This Business is a fraud.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/14/2024

  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 an ECU/PCM on 2/19/24 for $509.26 which was supposed to be shipped in 3-5 business days.After 3-5 business days passed and my item was never shipped , I contacted the company and was told the ones they have never passed their test. No one ever contacted me and told me so , I told them I wanted a refund. After 7-10 business days has passed which they said it would take to receive refund, I have still not seen a refund.

  Business Response

  Date: 03/25/2024

  Customer was refunded today 3/25

• Initial Complaint

  Date:03/13/2024

  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 ordered a remanufactured computer for my car along with 2 keys that were supposed to be matched to the computer so the car would start. I received the merhandise and had the keys cut so they would work in my ignition. I installed the computer and tried the new keys but they did not work with the computer, the security light flashed when I turned the key. I called them on 1/29 and they said to use the box and label that I was supposed to send my old computer back in to ship the new one back and they would check it out. I didn't hear from them for about a week so I called them around 2/7 and was told that the computer was not repairable and they were reaching out to their suppliers to find another one. I asked if I could just get a refund and he said yes and that he would forward the info to the billing department. I didn't hear from them so I sent an email on 2/22, they replied the same day and said they were sorry and to give it a few more days. On 3/1 I got an email saaying I had been refunded $159.90, I emailed them back on 3/4 saying that was not acceptable. They responded on 3/5 and said that was in accordance with their return policy. I paid $299.95 with the keys and $19.95 shipping, $319.90 total.

  Business Response

  Date: 03/25/2024

  We tested everything before we shipped it to you and it worked. We refunded you according to our return policy

  *************************************************************

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair 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 a transmission control module. It wasn't going to fit on my car. I never opened it, or tried it out at all. I called and got pre-authorized to return the part and get a refund.ive been trying since January 2022. I've made several phone calls, and we've emailed back and forth. I have been spoken to professionally, and also treated like I was not worth their time. I just want my money back.

  Business Response

  Date: 03/25/2024

  A refund was sent to your paypal today 3/25/2024. Sorry for the delays.

  Customer Answer

  Date: 03/25/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/29/2024

  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 paid in advance for A service to my cars computer and it was not fixed but they kept my money all of it . After emailing them they promised A refund in A few days but I got nothing . Ive seen the same complaints about them on *******

  Business Response

  Date: 03/12/2024

  a refund was just issued in accordance to our refund policy

• Initial Complaint

  Date:02/28/2024

  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 order a computer for my car from Car Computer Exchange on 1/19/24 & they took the funds at of my account on 1/22/24. In the amount of $257.95. The order #****** and was shipped to me through ***** with shipped and the tracking information using ***** One Rate (2Day): ************ and It Shipped to me 2 day on 1/30/2024. I received it on Thursday, 2/1/24 9:13 AM. When I received it, it came with a prepaid label to return the computer from my car to return. I was going to replace the computer but the computer but that wasnt the problem. So I spoke with ************** told me to return their computer I ordered with the prepaid label that was sent with the computer and write on it that it was a return. I returned it back to them with their prepaid label that was sent with the computer I ordered from them. I returned it to them on 2/3 and they received it on 2/6/24. I was told to wait 7-10 days from the date the received the computer back which they received it on 2/6/24. Ive since emailed them everyday since the 11th day and Ive been told several that they would resubmit it for the refund amount of $257.95. *** tried emailing, *** tried calling and nobody will talk to me. Ive been told I need to speak to this department but I dont even know who Im talking to because they dont sign the emails. Ive exhausted all means of communicating with anyone at this company. Im just asking for them to return the money I paid them because they got their original part that they sent me back. Ive been dealing with this for a month now. My wife is disabled and she has to go to her doctors that are 3 hours one way and I need my money back so I can get my car fixed so I can take her to the doctor. I have almost $300 hanging in limbo and I dont know what else to do. Please help me. Im attaching everything I have. Any help would be graciously appreciated.

  Business Response

  Date: 03/12/2024

  A refund was issued for this order on 2/29/24 in accordance with our refund policy

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21359145
  
  I am rejecting this response because: When I ordered this part I had to call and about speak to them about the correct part. I specifically asked about the refund process and was told that I could return it and get my money back if I returned their original part back in 60 day. Which is what I did. I ordered it on 1/19/24 and didnt receive it until 1/30/24. The part wasnt needed and I returned the original part that was sent to me back to them and they received it on 2/6/24. I tried getting my money back for almost a month before I came here to ask for help. I call nobody would help. I emailed with basic responses and didnt even know who I was speaking to as there were no signatures on each email. I was told 2 times to wait until the 11th day for my refund. Ive attached the refund policy from their website. They sent the part to me on 1/30/24 and I returned that same part back to them and they received it back on 2/6/24. The part alone was $238 plus shipping of $19.95. I understand that the shipping will not be refunded but I only received as in the attached documents $127.95 as a refund but Im still due $110.05 and that is taking the $19.95 for shipping out of the total I paid of $257.95. They refunded $127.95 so Im still due a refund in the amount of $110.05. Ive sent several more emails about the remaining refund and copied BBB in those emails also. *** had to cancel doctors appointment for my disabled partner because they have tied the refund up over almost 2 months now and Im unable to finish the repairs because of them not fully refunding me the refund Im due. I simply ask that they refund me the remaining refund of $110.05 that Im due. This has been frustrating to me and has caused strain on my partner who has no choice but to wait until I can get the money refunded to finish the car to be able to get her to her doctors every month and its a 3 hour drive 1 way. Id appreciate the remaining refund of $110.05 be refunded back into my account as soon as possible. Thank you 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/12/2024

  You were charged restocking fees in accordance to our return policy clearly posted on our site

  *************************************************************

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21359145
  
  I am rejecting this response because: As I stated before when I was called about verification of the vehicle information. I specifically asked if I could return the part and get a refund and I was told yes. As long as it was sent back in 60 days. Nothing was said about fees. I returned the original part I ordered from you 6 days after it was shipped to me. Like I said I was told I would be able to get a refund nothing about any fees where mentioned. I had to repeatedly email and called to be hung up on or transferred to another person and then hung up on. You sent out emails with no name, I had no clue who Im talking to or anything when I asked for a refund. Its been almost 3 months trying to get this sorted out and I still dont know whos responding to emails the few times I got a response. I was told 3 times to wait until the 11th day. Its now close to your 60 days policy and I really think you do this on purpose. I had to ****** this business to find out that it is the same thing with so many other people that have made complaints on the BBB Website. Its customary to use a name on a email. I have several emails from the company but not 1 single name of who youre speaking to. Thats not good business practice and thats why I ******d your company because I had no answers to my emails regarding my refund. Like I said I understand the shipping charges not to be refunded but I was told I would be able to refund my money if I sent it back in a timely manner and I did that. So Id like my $110 back which is the remainder of my refund for the part I ordered from you that was $238 no tax was charged only the ***** shipping charge. I look forward to getting the remaining $110 back so that I can finish fixing the car that youve tried to not pay me the refund for the last 3 months. My partner has now rescheduled several doctors appointments because of the delay in getting this refund when I returned the original part I ordered in a better time frame than when I purchased it on 1/19. You didnt ship it until 1/30 and I received it & returned it to you and you received it back on 2/6. So this has been a major problem for 3 months. Id like the remaining $110 refunded back as soon as possible. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/21/2024

  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 placed an order on 12/01/23 after speaking with them and verifying the *** I needed was in stock. After a couple of weeks I was told the in stock units would not accept programming and I was given the option to wait until they could find another unit. At this point, I was ok with everything. I called a couple of weeks later and was told they could not locate a unit and offered to have me send mine in to see if it was repairable. I told the guy I spoke with that is was severely damaged and unrepairable. He said there wouldn't be a charge if I wanted to give it a shot. I have an email stating this as well. I sent the unit in and it was determined it was unrepairable. I then received an email stating that my unit was being returned and a refund would be processed. I responded to the email stating that I did not request a refund and wanted to continue to wait for a ***. I got no response. I followed up by phone and was told I needed to speak with billing. My order had been cancelled. He transferred me only to receive a message that the billing department has to be contacted through email. He also informed me that in the time he's been employed there, he has not been able to contact billing directly. I emailed billing and a refund was issued minus $180.00 of what I paid. I emailed them again and was told I was refunded per their return policy. I DIDN'T RETURN ANYTHING, because I never received anything. I finally received a call from ****** at Car Computer Exchange. She asked to hear everything from the beginning. After discussing everything with her she informed me that if I did not see another refund deposit in 2-3 days, then they did not plan to issue the refund as requested. She even stated that if I did not receive an email from them that would mean they are not issuing the refund requested. I advised ****** that the call was on a recorded line in case I needed to pursue this further.

  Business Response

  Date: 02/27/2024

  We attempted to repair your computer. If you look at our return policy you will see that the return policy clearly discusses this. Also we noticed you already received your money back anyway directly from your bank