ComplaintsforEscort Inc.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have used Escort radar detectors for many years now. In fact, I’m on my third model. Overall I have been happy. One issue I’ve had is that the window mount (sticky mount) for my current model has failed multiple times now. I never touch it, move it or mess with it in any way shape or form. So it’s not like it should wear out or anything. It should certainly last for the life of the detector itself. I recently contacted them and asked to speak with a supervisor. I was told that one would be contacting me with 24 to 48 hours. I was sent an email from Shawn N******. I asked him to please call me so we could discuss things and he said that he is unable to call me and that we would have to communicate through email. What kind of customer service is that??? Not good service, that’s for sure. We seem to be getting worse and worse these days with customer service and communication. This company is a prime example of that. It’s situations like this that lead to people shopping elsewhere.

  Business response

  07/16/2024

  Hello,

  We are sorry to hear that you are unhappy with our service. Our intention is to serve our customers well, within the parameters of our policies.  To that end our Customer Service Manager reached out to you soon after your requested escalation, via email, which is our standard practice, as it's the quickest way to get to resolution. You were informed of the warranty policy on our accessories, which is one year from the date of purchase.  Your mount is almost 3 years old, and sadly, does not qualify for free replacement. We only have record of one mount purchased in our system, back in 2021. We are happy to waive the shipping on a new mount as a courtesy.  Please note that the mounts and other accessories are subject to wear and tear, as they are used in a relatively harsh environment with being mounted on the vehicle windshield and exposed to extreme temperatures and conditions.  

  We do appreciate your business and are sorry to have disappointed you. Unfortunately, accessories do not carry a lifetime warranty. 

  Thank you.

   

   

  Customer response

  07/16/2024

  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 requested to be contacted by phone. This is more than a reasonable request. It’s obvious that customer service is not your top priority. I will continue to leave reviews on any all sites so that I make potential customers aware of this so that they can make a better decision on where to spend their money. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 5, 2024 I purchased a *** * radar detector directly from Escort via the Escort website using my **** ** ******* debit card. On 6/6/24 I refused delivery by UPS due to the following: package was marked as requiring an adult signature and a notice was left at my door by UPS. I visited the UPS website which stated I would have to pay $13 to reschedule the delivery (which I refused to do), and the nearest drop-off site was 5 miles from my home and not convenient. The only other UPS option was to refuse delivery. Escort received their package - original and unopened- the next day on 6/7/24 via Tracking number ******************, signed at the Escort dock by "Fletcher". I called Escort customer service on 6/7/24 to report my dissatisfaction with the delivery and these events. I didn't write down the name of the customer service gentleman, but after explaining my situation, he stated he did not need to take down my information and he could not provide a number of days estimate of when my refund would be processed. At that time I contacted **** ** *******, concerned with this interaction and Escort's refusal to provide an estimate of when the refund would be issued. **** ** ******* stated they would investigate my concerns, and I requested a temporary credit for the transaction. This temporary credit was not issued. Fourteen days after Escort received their radar detector, I still don't have a refund. Escort customer service has provided me several stories as to why this is - the first that **** ** ******* refuses their multiple refund requests, and the most recent story that Escort will not refund me due to "chargeback". Multiple phone calls to **** ** ******* have informed me that Escort has not made any refund attempts, that there is no "block" at BOA for a refund of a chargeback, and that Escort is being untruthful with their claims of a refund. BOA stated they are not allowed by law to call Escort about this. I want my money back - NOW!

  Business response

  06/24/2024

  Good day,

  While I do understand that it's frustrating to wait for a refund, I do not believe you have a good understanding these processes, and/or your bank has provided misinformation.  If/when you contact your bank to put a "hold" on the funds, this is handled as a chargeback.  Once that process is initiated, the funds are not available to us, and we can therefore not issue a refund.  A chargeback was, in fact, initiated on June 7th, so we could not refund.  We have since accepted the chargeback, once we had the merchandise back and logged into our system, so the funds should be issued back to you soon.  We have no control over this time frame, it is handled by your credit card company.  Unfortunately, many consumers jump to a chargeback without realizing it can cause substantial delays.

  In addition, I wanted to note that our delivery processes and requirements are available via the website under our order Terms, with a specific alert posted at checkout to inform consumers of our signature requirements. In addition, these requirements are posted in the order confirmation email.  It's unfortunate that this was not given due attention, as the entire matter could have been avoided.

  Thank you, 

  Customer Support

  Customer response

  06/24/2024

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

  Customer response

  06/25/2024

  I reject Escort's response to my complaint, as it offers no resolution. Their response basically says this is my fault and the bank's fault, even though they seem to acknowledge they have my money and they have their unopened device returned to them. Their response does not even provide a number of days estimate until the refund is issued. They also offered no apology for their inconsistent responses by their multiple customer service representatives. I consider their response to not be issued in good faith.

  Business response

  07/01/2024

  Hello,

  I am afraid we cannot resolve this complaint for the for the reasons mentioned previously. To recap, a chargeback was initiated with the credit card company.  They withdrew the funds from us while they investigated the issue.  We received the goods and attempted to issue a refund but it was denied due to the chargeback (we do not have the funds during this process).  We accepted the chargeback, and the matter now rests with the credit card company.  There is nothing more we can assist with.

  Thank you.

  Customer response

  07/05/2024

  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 ask that Escort please provide exact dates, times, and Transaction numbers/IDs for each and every debit and credit that flowed between **** and Escort for my transaction. I want to get a record of exactly where my $400 went over the last 5 weeks. I still do not have my money. **** ** ******* says they have no involvement in this matter and are waiting for Escort to issue a refund.

  Having these transaction numbers will allow me to file a complaint with the ********* Dept of Consumer Affairs and also file a claim with my county municipal court. 
  
  Regards,
  
  ***** *****
  

  Business response

  07/08/2024

  Hi *****,

  For reasons of security, I cannot provide that information here, but will send it via email shortly.  

  I can tell you that the chargeback was filed June 11, and shows as resolved in your favor as of yesterday.  I would think this would indicate that you will have the funds reinstated soon.  To ensure we are talking about the correct transaction, this is for a **** ending in ****.

  I will send you the transaction ID soon.

  Thanks,

  Customer response

  07/16/2024

  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

  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,

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