Complaints

This profile includes complaints for Auto Computer Specialist, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auto Computer Specialist, Inc.

  221 S State Rd 7 Plantation, FL 33317-3734

• 

  Auto Computer Specialist, Inc.

  7601 NW 12th Ct Plantation, FL 33322-4701

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:06/29/2023

  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.

  Purchased a *** repair service from this company and they failed to provide such service. I sent the *** in 6/5 and it was returned to me in a broken state. Sent it back in and paid for shipping a second time to be told the *** is good. I paid over $100 in shipping fees for them to not provide the service as promised. They now refuse to release my property back to me. I have attached receipts showing paid in full for the service that was never completed properly. I replaced the *** while the repaired one was out at this company and my problems were corrected. When I explained this to them they would not admit they could not fix my *** even knowing it could be proven to be faulty and they stopped communicating. Bottom line is they didn't know how to fix the issues in the ***. Had they been honest I would have understood but they gave me the run around for a month. It is now 6/29 and I don't have my property returned from this company. They do no respond to emails or phone communications. I've emailed them numerous times asking to return my call and they refuse. I need my property returned to me asap or I will be forced to seek legal compensation for down time and loss of property. A little honesty would have gone a long way!

  Business Response

  Date: 07/13/2023

  To Whom it may concern:
  
  His entire complaint is false. Please see actual details below:
  

  Repair Service Purchased on 06/05/23
  

  Unit Shipped to customer on 06/15/23
  

  Customer emailed stating the Unit is still not working correctly on 06/21/23
  

  Numerous emails back and forth between the customer and our Tech attempting to figure out the issues.  We continuously ask specific questions with generalized answers.  If a Unit is not providing what it is supposed to, proper Testing is to Test the *** Pin.  We asked the customer which Pins did he Test and he would not answer. He instead said if we actually Tested the Unit, we should be able to tell him.  We are asking to make sure everyone is on the same page. Eventually the customer agreed to send it back for Warranty.
  

  Unit received back again on 06/24/23
  

  Warranty complete on 06/28/23 and Notes sent with Tracking Information. After Customer read the Notes, he was not happy and again began going back and forth with the Tech.  Customer requested a Refund and we issued a FULL Refund on 06/28/23. Once Refund was issued, we asked for a Return Label (Label was Void once Refund was issued).
  

  Customer then for the 2 days emailed us threats and advised us he called the police and filed a Theft Report because we were holding his Unit.  We still had not received a Return Label at this point. Label was sent on 06/30/23 and Unit was shipped back to the customer on 07/03/23.
  
  Customer is clearly angry and attempting to hurt our business with this false report.  He actually submitted the BBB Complaint a day after we Refunded him and we were waiting on his Return Label.
  
  We have all of our email records verify the items above, will provide upon request.

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20255492
  
  I am rejecting this response because:

  Clearly they are lying.  I will attach the response that CLEARLY states what diagnostics were performed on exactly what pins. I said the 4 pins were tested over and over again. They were looking for an excuse but I'm not the typical uneducated customer. I was a ***** Service Engineer for **** and I know what I am talking about. Seems they struggle a bit. I replaced the *** and the problem went away and they still claimed they fixed it. I can also attach emails where I specifically ask where the ground pin is to test the circuit. To this day they refuse to respond because they don't know. If they don't know they cannot perform a repair nor test the circuit properly. They know I am right. I repeatedly asked them to contact me via phone and they refused. 

  Bottom line here is they cost me many hundreds of dollars because they could not perform a repair. I also lost well over a month in down time. They claim they fixed the *** and they never did. They should be responsible for the costs incurred due to the lack of service performed. They knew I needed my *** back fast and they ignored me for days and giving excuses that they are closed when they are still answering phone calls.

  Had they been honest and just admitted they couldn't test this properly and covered the shipping costs I wouldn't have been put in this position. They played games, lied and stole money from a customer.  A simple search shows I am not the first person to have such issues. 

  They should at a minimum be covering the $150 in lost shipping fees as they caused this by not providing the serviced as promised. I paid 3 shipping fees for them to do NOTHING. 

  I will close this claim when I am refunded the shipping fees which is the honest thing to do. I can also back everything I am stating in documented emails. 

  Sincerely,
  
  *****************************

  Business Response

  Date: 07/14/2023

  We will wait on his documents.  We clearly asked what Pins where Tested prior to him sending the Unit to ** (multiple times).  He answered the question after we received the Unit, Tested and Rebuilt the Unit.

   

  Service has been Refunded. There is nothing else to be done.

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20255492
  
  I am rejecting this response because:
  What documents are you waiting for? I said I checked everything at least 6 times and pointed out specifically which pins while the *** was in your possession. Yet here we are. 
  You chose to refund me and that was clear in the email Ive already posted. You are well aware that I know what Im talks about and you cant bs me. 
  Soon as I said a new pcm corrected the issues you didnt want want to warranty mine. 
  For the tenth time,  what pin does it ground to through the pcm? Youve yet to produce that info which proves you cant fix pcms. 
  Ill bet my shipping costs you cant answer. 
  Take this one as a loss and admit you couldnt fix  it and refund my shipping. If you had an ounce of dignity you would. Until that happens I can and will make this public knowledge. Theres not harm in sharing truthful experiences. Ive backed everything *** said in attachments. Have you? 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/28/2023

  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.

  Auto Computer Specialist has stolen the original computer that I sent them (and they received on 5/22/2023). They switched my working computer that had an intermittent stalling issue for a computer that won't even start the truck. I provided them a photo of my unit taken before shipping and a photo of the one they sent back to me and it shows clearly that it is not the same unit.Despite repeated requests/ demands in email, on the phone, and via text, they will not return the original computer to me despite the fact that they have no legal right to do so. This constitutes theft on the surface and fraudulent/ deceptive procedure by switching out a similar looking unit.They have stated they would refund payment when I return their units to them, but this does not resolve the missing computer that they have lost/ stolen from me.....it allows them to recoup their money at my expense (because they have not returned my computer). Details in attachment DOC Pictures attached....**** original computer shows the computer I sent to Auto Computer Specialist ACS junk computer shows the computer they claim is mine....mounting holes/ tabs are clearly different, as well as my programming stickers are not present.ACS rebuilt computer shows the cleaned up, rust damaged unit they pass off as their final product.I want my original computer returned first. After that, I will send their computers to them and they can refund the full amount at that time.

  Business Response

  Date: 06/28/2023

  To whom it may concern:
  
  First, in no way are we trying to Scam anyone or anything remotely close to that. Because ************ is not getting his way, he has twisted comments and is not willing to help. Please see our response to Complaint ID: ******** below:
  05/05/23 Repair Order and Repair Form Received (R008353240)
  05/11/23 Unit Received
  05/17/23 Notes provided with Replacement option
  05/22/23 Customer Requested to replace the Unit (after hrs. 9pm)
  05/25/23 Replacement Order Placed
  06/05/23 Unit Received
  06/15/23 (15 days later) ************ contacts us stating we sent the wrong Unit
  
  Our Turnaround is 5 Business Days, we received the Unit on 5/1123 and provided Test Results on 5/17/23 (4 business days). If a Unit Test Bad and needs a Replacement, we can not Replace then Unit within the original 5 Business days. This particular Unit was out of stock and needed to be ordered.
  
  When ************ contacted us, he originally stated we sent him the wrong Core Unit back. We then ask for pictures and if he could read the ****  This would help us determine if he received the wrong Core Unit or not. He sent pictures but said he could not read the **** We did a quick scan and di not see another Unit with his part number.  At this point we asked *********** to send just the Core back.  His response was that he would only send the Core back if we alter our Warranty. He asked us to change our Warranty Policy for him to cover the Unit for 6 months unconditionally.  We provided Possible Causes and he stated that he wanted us to cover the Unit for 6 months even if the Unit is damaged by the Possible Causes we provided (Possible Causes is possible causes for the damage in the Core Unit). This is unheard of for an Electronic Device,specially when we are advising him that he must Test, Repair and Replace certain items prior to installing the Unit. We already have a Lifetime Warranty and if he has any issues, he can return the Unit for Testing and if the Unit is faulty, we Replace it. With that being said he does have to correct ALL his Vehicle Faults prior to installing the Reman Unit. We cannot assume that by solely Replacing, Rebuilding and/or Programming a Module will correct all of the Vehicle Faults.  A Modules Rebuild,Replacement or Programming goes hand and hand with Proper Vehicle Diagnostics and Vehicle Repairs.
  
  At this point we emailed ************ and explained that we cannot do this. We requested he send both Units back and we would process his Refund and we will handle the Core Unit once we receive the supposed wrong Core back.  We would have verified indeed if the Core was the correct one or not, as each Unit has identifying Programming.
  
  ************ is under the impression that we are trying to keep his Core and give him a Bricked Unit. ************** Unit was dead when it arrived, he stated himself that it was on its way out and had No Bus prior to him sending it. When he completed his Repair Form online in the Problem Description Section he provided Stalls intermittently, No Bus on Instrument Cluster, Pressure on far right Plug (on ECM)can cause Stall. Cold Days not a problemwarmer days are progressively worse to where the vehicle is parked until issue resolved.
  
  We have been very reasonable and simply asked for the Core Unit back to Verify if in fact it was the wrong Core or not, we did not ask for the Reman Unit back.  We asked for both Units back due to him asking for us to alter our Warranty, that had nothing to do with nothing.
  
  Additional items:
  CUSTOMER: So, I did not have time to work on the truck until the 20th......their additional terms stated that the warranty is void according to their litany of excuses. 
  ACS: Not once did we Void his Warranty or advise him that we Voided his Warranty.  We told him the opposite, that he actually has a Lifetime Warranty. Our Warranty Policy is provided prior any service is started and the customer must agree to the terms. ************ read and agreed on 05/05/23.
  CUSTOMER: If, as they say, that my original computer is not worth a core, then what is the problem with shipping me a worthless device per my request?  I contend that they have lost the unit or mistakenly/ deliberately repaired it and shipped it out to another customer.
  ACS: We need to determine if we sent the incorrect Unit or not. Customers have tried this in the past.  But when the Unit is sent back it is indeed their Core Unit.  Usually, the stickers were removed.
  
  ************ has 2 options:
  He can send the Core that he believes is incorrect and we determine if the Core is correct or not. If it is indeed his Unit, we will return it.
  Send both our Units back for a Refund (our Reman Unit must not have been plugged in). When we receive the Core that he believes is incorrect and we determine if the Core is correct or not.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20248429
  
  I am rejecting this response because:

  Auto Computer Specialist refuses to return my original computer to me, sent me a worthless unit in its place-pictures alone prove it is not the same unit that I sent them.  They claim I sent them a defective computer, but it was drivable.but the main point is IT IS MY COMPUTER that they have no legal right to withhold.

  This company cannot be trusted.  In all probability, my original computer was not unrepairable as they claim.  They either mixed it up with another customer or are refusing to return it to prevent me from getting a second opinion on their diagnosis.

  Once again, return my computer to me that I sent to you.  You claimed it was worthless and I had to pay for a core, so there is no reason you cannot send it to me as I have paid $600 for the product you sent me.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/13/2023

  Until we can validate his statement (of receiving the wrong Core) we are not moving any further.  Customer has our Reman Unit worth more than any Core.  At this point there are no REFUNDs as he has passed his 14 day window.

   

  We are now only trying to determine the Core situation.