Complaints

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• Initial Complaint

  Date:07/28/2023

  Type:Billing 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.

  I called looking for technical help with a leak that involved parts I had previously ordered and paid for from essex parts services. *********************** at essex parts services said that my leak meant that I needed o-rings, and that they would send them to me. A few days later, I noticed a charge on my account. When I confronted *********************** about this, he informed me:- they retained my credit card number from my purchase the previous year (without my knowledge)- they billed that credit card without my knowledge or authorization, and did not provide me with a receipt or purchase information - they intend to retain my credit card without my approval I will consider my complaint resolved when I am refunded the $15.36 they charged to my credit card without my approval and no longer retain my credit card number such that they can make charges without my knowledge.

  Business Response

  Date: 08/09/2023

  This customer has brake caliper not supplied by us. The customer ordered ********************** needed for it in 2022,  We supplied the parts.
  Recently, he reported that one of the parts, an o-ring, was not functioning as he felt it should. He also reported the part may have been damaged by him during installation. [see attachment]  We advised that the symptoms the customer was reporting, a small seepage of fluid around this o-ring, were commonly caused by residual fluid left by the brake bleeding process, and probably nothing else. 
  The customer wished to get some more orings, and we told him we would enter and order for the parts [see attachment]  shipped them to him, charging his credit card we have in his customer file from his original order.
  There is no warranty of any kind on racing parts after installation.  This is clearly stated in our terms of business, and printed on the invoice the customer recived with his original purchase,[ see attachment]
  Despite the fact there is no warranty, we offered to take them back for a full refund. 
  See the attached email offering the refund upon return.
  His response was to file this complaint.
  While we have no obligation to do so, we are still happy to take the parts back and issue a refund.
  While we have no obligation to do so, we will send a *** call tag for the parts so the customer has no cost in returning the **********************. 
  This complaint has no basis in fact, and despite our fair and generous offer to take the parts back for refund, the customer refused.  
  Please confirm to us when this complaint has been removed from the file.
  
  

  Customer Answer

  Date: 08/10/2023

   
  I am rejecting this response because:

   

  I certainly do not accept their highly colored viewpoint.  My issues are below:

  
  I was unaware that they had retained my credit card information.  I had never approved this, regardless of their policies.  That was done without my knowledge or permission.
  It was not at all clear that they were charging me for the o-rings that they sent.  I did not know until I saw a charge hit my credit card, at which point I reached out to ask why.
  I challenge the merchant to provide any written or recorded audio communication in which I indicate that I understood that I was being charged. 

  
  They kept my card info without my permission, and charged me without my knowledge.