Complaints

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• Initial Complaint

  Date:05/17/2023

  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.

  I have a 96 ***** Accord that I bought a set of front and back shocks for I installed these shocks on the car and after a little while I started noticing the front making terrible noises everytime I hit a bump or come to a stop they make a loud popping and snapping noise . These shocks are a road Hazzard and I'm scared to drive my car even to the store or work etc.. *********** that makes these shocks are FCS Auto and they have refused to do anything about the problem they make all kinds of shocks for different cars I just hope other people are also stranded and scared to drive their own car because of this company . I have contacted **** the manager and he has done nothing to help me I just want a replacement and these FCS shocks on my car sent back he even said there is a manufacturer warranty on them .

  Business Response

  Date: 05/23/2023

  Dear Customer Relations Representative,

  I am writing in response to the complaint submitted on 05/17/2023 with ID #********. At FCS, we greatly appreciate your understanding that every dispute has two sides and your unbiased approach to assessing the validity of the claims.

  We understand the frustration expressed by the complainant when something disrupts their daily life. However, as a company, we also have our own policies to adhere to. In this particular case, since the complainant is a purchaser who did not buy the product directly from FCS, they would need to contact the company from whom they bought the product to address any issues. Our warranty policy only applies to customers who purchase directly from FCS. For example, if a customer buys a ** from Best Buy and encounters a defect, they would need to return the ** to Best Buy instead of contacting the manufacturer directly. While some manufacturers may offer additional warranty insurance for an extra cost, this is dependent on paying the additional fee.

  Given that our policy does not cover the purchases from outside of FCS and no warranty insurance was obtained, it's important to consider various factors that could contribute to defective parts, such as:
  -Product damage during transit.
  -Customer purchasing the wrong parts due to incorrect vehicle model selection.
  -Compatibility issues between the new part and an older car model. For instance, a stronger vibration damping effect may also result in louder noise, which could mistakenly be attributed to the new part.
  -In the case of older vehicles, replaced struts might initially feel stiffer than the factory parts, leading the driver to believe the part is defective. Typically, it takes several hundred miles for the replacement part to settle in and provide a smoother ride.
  -Incorrect installation by the customer, which can cause excessive noise or other issues.
  
  Furthermore, FCS is a world-leading premier manufacturer specializing in the production of complete strut assemblies and bare shocks and struts for years. All FCS products undergo rigorous testing and are certified to meet the IATF16949 Standard before being released to the market. This commitment to quality is reflected in our low defect rate, which remains under 2% and well below the national industry standard.

  Based on the aforementioned reasons, we respectfully disagree with the complainant's statement and kindly request the complaint be promptly removed.

  Sincerely,

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