ComplaintsforEscort Inc.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered two radar detectors as gifts for my family on 1/30/24. I still have not received the items and the tracking # shows that the radar detectors from my order have been returned to sender for being "refused" although UPS have never showed up to my house. The order required proof of delivery and it was returned and signed for by "Fletcher" left at the dock on 2/8/24. I have attempted several emails to Escort but had no reply. It wasn't until I called the customer service whom had an attitude and was not taking me seriously. I am now paying credit card interest on an item that was never fulfilled to me and Escort is refusing to contact me. Customer service should be the #1 thing to keep your customers and whoever I called acted as if he could not do anything. Order # ****** UPS Tracking# ****************** Paid via ******** for $1,701.53

  Business response

  03/12/2024

  Hello,

  We are sorry to hear of the delivery issues, and have been working with UPS to resolve.   Sadly, this appears to be a case of fraud/theft, and there is little assistance we can offer.  We suggest contacting local authorities. 

  Thank you

  Customer response

  03/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I spoke to Escort customer service on the phone earlier and they have told me that they can share no internal information about the matter. What can I say to the local authorities and any evidence you can share?
  
  Regards,
  
  **** **
  

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a ******* **** (02/23) from a retailer for Escort. Upon purchase unit did not false alert to the rear. Upon firmware update after returning from a road trip that weekend the unit continuously false alerts to the rear. Numerous contact with Escort to be told, they are working on an update. Upon further review on the web / chat / forums, I see where some units have something wrong that causes them too continuously false. It has been a problem for some units for over a year, per forums. I personally feel that something is wrong with my unit. I paid $811.xx in good faith to have a functional working unit, not a paperweight in my office. I have offered to send them all the data from the Escort app that will verify my unit false's continuously. The run around about working on the issue isn't a valid response in my book. It's been an issue for some time. I would like my unit replaced, overnight. I spent my hard earned money to have a product that is useless in what it is described and purpose is. The longer it sits in the box in my office, the warranty is ticking away..

  Business response

  03/22/2023

  Hello,

  We are currently investigating a handful of reports of ka falsing similar to what you are reporting.  This is not a widespread issue, so has been difficult to isolate and resolve.  We do believe we are making progress and should have a firmware solution soon.  Unfortunately, replacing the detector may not resolve the problem, which is why we are encouraging those with the issue to bear with us while we work to resolve it.  

  That said, if you prefer to send it in, I would be happy to offer a one-time replacement (as opposed to our typical repair protocol) in hopes that a different detector will not exhibit the issue.  If you would like to proceed with this, let me know and I will reach out directly.

  Thank you,

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a radar detector from this top of the line business. The total cost is almost more than $800. The power supply of the product went out before 1 year and was fixed through the warranty. The new power supply did not last another year and was “out of warranty” luckily for me it was fixed as the product didn’t last a solid year after the fix. Here I am again. Less than a year later and the power supply is shot again. I have another one of there products that is only $200 and it has had 0 problems. This third time the power supply has gone out I tried to get it fixed and was told I had to pay $150 to have it repaired. I feel this is outrageous as this top of the line product is clearly a manufacturer defect and is being placed as my responsibility. The product is great and all but the company knows there is an issue with this product and has not recalled or come up with a solution that permanently fixes this defect in the product. I reached out to customer service 3-4 times in different ways and was told I’m out of luck.

  Business response

  02/15/2023

  Hi *****,

  Unfortunately, the warranty on your product, which covers defects or failures, was in effect for one year, beginning in December of 2020.  It has long since expired.  We did honor a free service as a courtesy outside of that time period, as we do want to provide a positive experience with our products.  That said, I can understand your frustration, and have reached out personally to see how I can help. While a fee does apply, as we incur costs for services, I have refunded 1/2 of that fee, again as a courtesy.  The issue you are experiencing is not common, so we'll need to see if we can figure out whether there may be environmental contributors to this issue, like the car or cigarette lighter where it's plugged in.  I appreciate your business and will do all I can to ensure the problem is solved once and for all. 

  Thanks so much.

  Customer response

  02/15/2023

  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. Surprised this is what it took to get a good response from customer service but happy to pay a reasonable price as well as get connected with a tech for help on the root cause. I would say I’m more than happy about this 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spent $750 on an Escort ******* detector in November 2021, just purchased a *** **, the Escort radar detector will not plug into the cigarette lighter, I am told the lighter is German and the plug on the Escort is US. I was told I need some sort of ***** *** adaptor to make this work, Escort customer service representative had no idea what I was talking about it. The Escort website mentions it, though, offers you NO resources on what/where to obtain this item. A ****** search has turned up to be fruitless. PLEASE advise me on what/where I can obtain this type of item with a link. Thank you!

  Business response

  04/15/2022

  Hi *****,

   

  We recommend this one we found from ******, however please check the specifications of your USP port to make sure it is 2A.   Cord Specifications are: Length: 30cm, USB Input: 5V 2A, Cigarette Lighter Socket Output: 12V 0.8A Max. 

  https://www.******.com/Cigarette-Lighter-Socket-Female-Converter/dp/B07DDKD7Y7/ref=sr_1_13?crid=1P2AUOT4WKHL0&dchild=1&keywords=usb%2Bto%2B12%2Bvolt%2Badapter&qid=1592572150&sprefix=usb%2Bto%2B12%2Bvolt%2Caps%2C144&sr=8-13&th=1

  Thank you,

  Nicky

   

   

   

   

  
  
  

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve been trying to contact this company for months about their ticket guarantee program ive sent multiple emails I even sent them mail I’ve called multiple times no response no answer I’ve gotten 2 tickets and they are suppose to reimburse me for those tickets. If I still don’t get a response from this company I will have to look for some legal help for misleading information

  Business response

  11/24/2021

  We apologize for the lack of response to your ticket questions. We send a note back with any ticket request that should have let you know that responses may be quite slow.  I am sorry if that was not sent.

   

  I responded to your ticket in our system, so hopefully, we can get things resolved for you.   Please note that ticket reimbursement requests will take up to 8 weeks from the submission date. 

   

  Thank you,

• Initial Complaint

  10/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased on Oct 13, delivery on 17th. Garbage application. Customer service **** poor. After spending over an hour on the phone Oct 18th. It was determined that the serial number had been log into the system and would need a reset on their side. They set up an phone appointment with Erica at noon Oct 19th. As you guess no phone call. ??. Try to get through the customer service number place in a call Telephone call back Q. Two hour late got a call back from someone else. I was not available at that time. Try to call back but their que was full. Try to set up a new account and get the device to Register that way. Nope same error that CAMERA IS ALREADY REGISTERED. A lot of money for this **** ****. I have in the past purchased a max 360, two max 360c, a laser shifter and this piece of shit. I was planning to but a new laser shifter when they are in stock but may change my mind. The hardware looks good but service is poor. DON'T BUY.

  Business response

  10/19/2021

  Hello,

  We are sorry to hear you had trouble with your device registration.  The app is new, and we've experienced a few glitches.  Your device is not in need of repair, just a reset on our end, which has been done. All you need to do is plug it in, open the Drive Smarter app, and add a new device under your account.  The app will find the device and connect to it.  

  We are sorry you have had trouble reaching us. These have been very challenging times in terms of staffing.  We apologize for any inconvenience.

   

  Thank you.

  Customer response

  10/19/2021

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  
  The application does not connect to my in Vehicle hotspot It also does not allow me to put my subscription that I purchase. Your solutions incomplete to what you are selling.

  Business response

  10/20/2021

  Hello,

  It sounds like you might be confusing some of the features of the product.  When you connect to the app, you can choose to connect to a Wifi network that is in range of the device.  The app does this for you, so make sure to do this when you first connect to the app (do not use Escort Live or phone settings to accomplish this) and set up your device.  Once you set up your vehicle and add the MaxCam, your Escort Live subscription begins.  This is a one-year subscription, but is continued free as a courtesy as long as you use the app regularly. 

  You bought a Database subscription as well.  This is separate from the app, and will not show up in the app at all.  This subscription (that allows for red light and speed camera updates on the device) must be activated on our website using the code emailed to you.  It is activated here: https://www.escortradar.com/pages/subupdate.  Once this is activated, you will have 3 years of updates for Defender locations.  There is no place to see this subscription or expiration date; you will just have access to the weekly Defender updates.

  I hope this is helpful.  If problems persist, please let us know.

  Thanks

   

  Customer response

  10/20/2021

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included
  
  It does work almost. It never ask to connect to the car's hotspot it still is only ********* only. This not the first max 360c I have owned. Is the a way to force the WiFi?
  
  
  **** *****
  
  

  Business response

  10/21/2021

  We will reach out directly to see if we can resolve.  Thanks

  Customer response

  06/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I have a ****** **** which I purchase some time ago in 2020. I a complaint about the unit not interfacing with the hotspot built into my GM car. the detector was promised to give me speed limits, police events and other features independent of using my cell phone. I paid for both the detector and 3 year of enhance service. When I was hospitalize the BBB dismissed the the complaint. I have made a number of try to get this resolved. THE COMPANY IN THE LAST YEAR IS STILL SELLING A PRODUCT AND APPLICATION THAT ACCORD TO THEM DOES NOT WORK.

  Finish the Job
  
  Regards,
  
  **** *****

  Business response

  06/20/2022

  Date Sent: 6/20/2022 1:28:56 PM
  Hello,
  
  The ****** *** works with most vehicle and home hotspots, but in rare cases, there can be compatibility issues.  If this is the case for you, then a mobile hotspot might be the solution. You can also use your home Wifi network to perform updates. Additionally, you can use ********* with the app for the same benefits.  While the app does need to be open in this case, it can run in the background.  We are continuing to work to ensure our devices are compatible with as many Wifi hotspots as possible.  Please make sure to update your ****** regularly so that you benefit as these improvements become available.  
  
  Thank you!

  Customer response

  07/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Subject: ID #********
  
  
  I am not happy that this company sell a product the escort cammax 360c that is supposed to communicate to my ** car hotspot.  If you where to search the internet there is huge amounts of complaints about this product and the level of support.  
  
  I am a member of the BBB and will not be renew my membership.   This is an ongoing problem with the hotspot interface. Using the phone app uses billable data. My car hotspot is unlimited.  Plus it is very power hunger stress on my phone's battery. 
  
  Their answer from Escort is not a workable answer. In November I was hospitalized for a critical life threatening illness and could not respond. 
  
  
  Very disappointed in both the BBB and Escort. 
  
  
  **** ***** ***
  
  
  

   

  Business response

  07/07/2022

  Hello,

  According to our product engineers, any outstanding issues with GM hotspots have been resolved via firmware updates to the Maxcam. We suggest updating your firmware to the latest version to resolve.  

  Thank you.

• Initial Complaint

  07/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a broken ** Mag Mount 07/18/21 shipped 2 day ***** in an envelope with little padding. Its for my Cobra ******* *** I bought in September 2020 it didn't even have a manual in the box. I had called about that back then but never even reach anyone only a message the lines were busy. But I called same day 02/21/2021 and spoke with Curtis B***** and he stated to email him at 12:51pm a picture of the broken item while he was on the phone which I did. He kept trying to force me to take another one which I told him I needed the item now because of a trip and he said I can probably get one at **** ***. I told him I would go get one there if they had on. Then later he tells me to send a pic again with date code on the item for his manager which it only has a US patient number on it. I need this company to send me a return label and refund me back for this defective purchase. It says I have 30 days to return it. I ask for a manger and Curtis still has not had him call me in 24 hrs.

  Business response

  08/02/2021

  Hello,

   

  We are sorry for the difficulty in getting this issue resolved.  The reason for the photo is to help us track issues and determine if there is a product defect that we need to look further into.  I am sorry we did not follow up with you appropriately.  Your refund has been submitted.

  Thank you.

  Customer response

  08/02/2021

  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.
  
  
  Thank you,
  
  *********** ***** 
  
  

• Initial Complaint

  07/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought their product 6 months ago which cost $749.00 tried to reach customer service to resolve my issue which is a defective product they are not answering customer calls or answering emails, this is an ongoing issue with Escort,all i want is for my defective product to be repaired..if only they would reach out by email or service call i would greatly appreciate a response

  Customer response

  07/12/2021

  Problem:
  on October 2020 I bought this product which cost $749.00 new this product is defective, company will not repair product which is still under warranty, will not answer calls or answer email that I have sent numerous times, this is misleading advertisement and I think that something should be addressed so that this problem can protect other consumers from being taking advantage of
  
  
  Desired Resolution:
  Contact by the business
   

  Business response

  07/12/2021

  Hello,

  I am sorry to hear you are having trouble getting through.  We will reach out outside of this conversation to see if we cant get things squared away for you.

   

  The past year has been challenging for us, with staffing challenges that have been difficult to navigate.  We are trying to increase our ranks, but it's a tough climate. I am truly sorry you've had trouble getting through.

   

  Thanks.

  Customer response

  07/13/2021

  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. 
  
  Regards,
  
  ******** ********
  

• Initial Complaint

  05/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Absolutely horrible customer service. Ordered a brand new Escort Max 360, second magnetic mount cup and two direct wire cables on Escort's official eBay store. Confirmed with customer service before placing the order that the 360 they would be sending is the latest version with the magnetic mount. Item arrived with packaging destroyed and the detector is the OLD style, making the second mag mount completely incompatible with the device. Apparently they have years-old stock in their warehouse. Reached out to resolve this and have been given the run-around for months now, with Escort refusing to cover return shipping costs for exchange or refund despite it being 100% their error. Asked if they would upgrade me if I paid return shipping cost (~$90). No. Send me a return label. No. Pay for return shipping. No. Now they have elected to simply stop responding to my messages after dragging this on for so long I can no longer escalate to eBay. SUPER SHADY. My fourth Escort Radar and my LAST.

  Business response

  05/19/2021

  Hello,

  We are sorry to hear you've run into an issue with your order and that we have not been able to resolve it.  Both versions of the 360 are sold, as they are the same device with the same software, albeit with different mounting hardware.  While we would be happy to accommodate your request to change the housing on the detector, we cannot offer to pay for return shipping.  If you prefer, I am happy to send you a second standard mount to use with the 360 you have at no charge.  Please know that the devices are indeed the same and perform to the same specifications.  

  I apologize for the confusion and would love to help you resolve the concern.

  Thanks,

  Shawn

  Customer response

  05/19/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  To be clear, I specifically asked Escort whether or not they would ship with the Magnetic Mount. See attached screenshot. They confirmed it would, and that is the only reason I decide to place my order directly through Escort. This item was available cheaper from many other retailers but they could not confirm it would ship with the mag mount.

  I will absolutely not be paying any return shipping cost as it is YOU that has sent the incorrect item. You advertised the Max 360 with the mag mount, and sent me an OLD item, where the packaging was damaged and missing the outer sleeve.

  I expect to receive a NEW replacement detector that was built with the Mag Mount, NOT a replacement housing. I do not pay top dollar for a brand new product simply to receive an old stock item that gets torn apart to replace the housing. I am sure you can appreciate why I would be unwilling to pay for any return shipping as it was 100% NOT MY ERROR.

  
  Regards,
  
  ***** ****
  

  Business response

  05/21/2021

  hello,

  I am sincerely sorry that you were given misinformation.  This has been addressed on our end.  I am unable to cover shipping expenses in, but am happy to exchange it for new under the circumstances.  I would be happy to include a free 3-year database subscription ($49.95 value) or extra mount (or similar) as a courtesy.  

  If you would like to proceed, please include your return shipping address.

  Thank you,

  Shawn

  Customer response

  05/28/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter. Type your reasons here.]

  Is it really so much to ask for that I want the item I ordered without any further expenses on my end? I've dealt with this issue for over 5 months now and offering me an old mount for free does nothing to resolve the issue. I bought a brand new radar detector specifically for the magnetic mount functionality. I already have 3 of the old style mount and 2 older Max detectors with the original mount. The whole point of my purchase was to upgrade to a detector that can be easily and magnetically swapped between my cars!

  All I am asking for is for you to send me the product I ordered, and cover the cost of my return shipping. Your mistake should not result in your customer needing to pay any additional shipping charges!

  I am willing to pay for return shipping (~$90 insured and tracked) if you would upgrade me to a Max 360c or provide similarly appropriate compensation for my time and money invested into needing to send this 360 with damaged packaging back.

  
  Regards,
  
  ***** ****
  

  Business response

  06/17/2021

  I am responding directly to this customer via email.  

  Thank you,

  Nicky

• Initial Complaint

  05/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I currently subscribe to the Escort Live app, for $49.99 per year (through Google Play), which enables aggregate data. Beginning a few months ago, the app stopped including the aggregate data and showing an error saying my subscription had expired. In the main menu of the app there is a button to click to manage subscriptions, and clicking it shows my subscription as current and active. On April 24 I contacted Escort via the Contact Us form which brought me to a ***** *********** Helpdesk. I did not get a response so I replied to the helpdesk thread on April 30. I have heard nothing from the company. I value the app and would very much like my paid subscription to be recognized.

  Business response

  05/17/2021

  Hello.  We are sorry to hear there is an issue with the App.  Your subscription shows as valid, and not expired in our system.  We have changed the expiration date in the hope that it will resolve what appears to be a glitch.  Please log out of the app, and then back in, and let us know whether the issue has been resolved.  If not, please include a snapshot of the subscriptions page inside the app for escalation.
  

  Thank you

  Customer response

  05/18/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
  
  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.
  
  Regards,
  
  **** ****
  

*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. ↩