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Business Profile

Auto Parts

ISC Suspension, INC`

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Parts.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/23/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Returned the items within the allotted return time and was told how to pack them. I packed them in the exact same box they were sent in and in the exact way that it was sent following the companies, instructions exactly. However, the company notified me that I would not be getting my money back because they were damaged during shipping even though I followed their directions perfectly. Then they told me I had to pay more money to get the damaged items back, if I wanted them. At this point, *** paid $1439 and I have absolutely nothing to show for it this *********** just outright stole my money.

    Business Response

    Date: 05/02/2024

    Hello,
    In response to our complaint, we feel we have gone above and beyond offering the customer the opportunity to return his item in the condition we mutually agreed upon (Brand New). Upon receiving the item, our team noticed the contents were poorly packaged (unlike how they were sent) which caused the damages. We cannot accept a damaged return, and were kind enough to offer discounted return shipping so the customer could sell the items privately. As per our conversation and return policy, please see the attached images and link.
    ********************************************************

  • Initial Complaint

    Date:08/16/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 been trying to get my parts for my 2013 volkswagen jetta 2.5 replaced under warranty for the front and the rear and they almost never respond back and they said they sent me the replacement parts yet they are the wrong parts and it was only for the rear they sent and nothing for the front and what they sent won't work for my car I have attached a photo of what they sent me with what was on my car that the shop sent me and a photo of my Vin #

    Business Response

    Date: 08/29/2022

    ISC Suspension - NA 19 Fruite St Belmont, NH 03220 BBB - *** ***** Complaint Follow up

    To whom it may concern, We have worked closely with the customer regarding his warranty concerns. What started out as a warranty for his rear shocks on his vehicle, slowly led into a warranty for his front suspension. While we were working hard to get his rear replaced, we were going back and forth regarding setup techniques that may have been the root cause for his front shocks giving him a poor ride quality. This was a different concern than the issue he had with his rear shocks, so we were hoping to solve it with some setup trial and error. We will admit there was a slight delay in production of his parts ( the way the world is right now) and we expressed this to the customer a couple of times. We may not have been able to catch every phone call or email throughout this time but made sure to give updates when we received them. Once we finally got the part in from production, we were prompt to get them to the customer. The customer reached back out and let us know he had an older version that we no longer produce (we were unaware of this). We were diligent in providing the corrected set, along with some brand new front shafts and springs to ensure the customer was fully taken care of and satisfied. As we stand today, the customer has everything he needs from us in terms of warranty replacements (this was before receiving the BBB complaint..)

    Customer Answer

    Date: 08/30/2022



    Complaint: 17719017



    I do not accept the business's response as a resolution to my complaint because:



    Sincerely,



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

    Customer Answer

    Date: 09/01/2022

    The company made me pay for the replacement parts I added the most recent charge photo of $243 And I think the other charge was around $20 so altogether $283 in costs 

ISC Suspension, INC` is NOT a BBB Accredited Business.

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