ComplaintsforFlagship One Inc.

• Initial Complaint

  03/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I buy a *** for $167 lifetime warranty. When i installed the *** my car dont turn on. Was supposed plug & play ***. I chat online they told me i need sign a document for replaced under warranty. I sign document and no answer when i call, send email. They completely ignored me. I need to know whet they gona do because i an not used my car. If at least they send me another *** in good condition i can returned the old one and if im not returned they can charged me.

  Business response

  03/17/2022

  The RMA form was filled but not completed in its entirety. The response to the questions left our techs with more questions. It seems that the order was just placed in August and to our techs it seems that it was just installed. More Clarification is needed: 

  1. has the FS1 ECM worked fine for a period of time?
  2. if it was just installed, it requires a PK3 procedure.
  3. does the scan tool communicate with the FS1 ECM?
  4. if so, is there any error code stored?
  5. if the unit has worked fine for a period of time, what steps were taken that indicated the FS1 ECM is bad?

   

  I have attached the PK3 (pass key 3) instructions in case that is all you needed. In the case that you just still want to return it for a replacement, I have also attached a return label so we can get the unit back and issue a replacement upon arrival of the original unit. 

   

   

  Customer response

  03/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]They never send me this question in the  document i fill. I got a copy of the document and dont ask all this information they send to BBB they need. How can send this new information they ask?

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  03/19/2022

  The questions came from the inconclusive answers that were given initially when the form was filled out. In the prior response it stated the answers to the questions on the form left our techs with more questions. Those questions sent to the BBB response needed to be answered so that they can come up with a better conclusion. None the less a label was sent over that can be utilized to send the unit we sent over and so that we can release a replacement. 

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a new computer for my van about 2 years ago.It came with a lifetime warranty.It went bad just as 2022 began.They got it back on Jan. 13 at 10:19 am by ******* in office.I have got no response from them by today 2-1-202. I have called them several times.

  Business response

  02/02/2022

  Good morning,

   

  My apologies that you have not gotten a response yet. The unit is still being tested. I will check with my technicians and give you an update.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original date of transaction was 22/12/2021. They claimed a shipping ETA of 04/01/2022. No communication at all from the company, multiple attempts to follow up in the first week was told they'd send an email to the account manager and provide updates, received nothing in response. Then speaking to multiple different staff 5 separate reasons were provided for why my order had still not shipped. Any attempt to escalate or speak to the Account Manager in charge were blocked. Offered the extension of the wrong person which went to voice mail. Absolutely no sign they planned on shipping anything, have requested a full refund which was promised within 20 minutes and did not receive. Still trying to chase it up.

  Business response

  01/12/2022

  Order Number *******
  Complaint ID ******** Amount: $605

  Customer, *************************, placed an order with us 12/22/21 . The customer purchased the
  unit for the price of $605. Immediately after the customers purchase, our website sends an
  automated copy of our invoice that contains the sales receipt explaining the return and warranty policy,
  the billing and shipping information that the customer provided on our secure website. I then advised
  the customer that if he wish to return the unit, upon the completely of testing, if the unit was
  determined the be fully functional, that his return would be subjected to a 20% restocking fee and $85
  programming fee; fees which are visibly printed on the front of his executed purchase receipt (SEE ATTACHED
  WARRANTY).
  Once the order was received, we reached out to the customer and informed him that we were
  unfortunately not able to fill his order as our inventory had been mislabeled. The customer agreed to
  wait to see if we would get a new batch in and has not reached out to us since. The customer never
  formally requested to cancel the order or a refund to be processed. we were under the assumption the customer
  was still interested in waiting on the part until 1/11/22 cust asked to cancel. We immediately processed a refund
  to the customer. Customer hasalready been refunded as per our copy of the refund receipt attached. For the
  foregoing, we respectfully request that the cardholders chargeback be denied.
  Attached hereto in support of our position is a carbon copy of the Docusign containing
  the original purchase receipt with the return and warranty policy along with the ship to information the
  customer provided; a copy of the refund receipt processed upon cancelling our order provided by our
  merchant server.
  1. All of our units are thoroughly tested prior to stocking and immediately prior to programming. This procedure
  requires time and labor of a technician. In addition, this particular unit, requires unique spec and calibration
  programming associated with the customers VIN. In order for us to obtain the unique specs and calibrations and to
  be able to program the unit, we are required to pay the manufacturer a non-refundable programming to obtain same
  and connect to the programming session

  Customer response

  01/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  "I then advised the customer that if he wish to return the unit, upon the completely of testing, if the unit was determined the be fully functional, that his return would be subjected to a 20% restocking fee and $85 programming fee; fees which are visibly printed on the front of his executed purchase receipt (SEE ATTACHED WARRANTY)."
  
  The above is untrue I never requested that the unit be returned as I have never received the **** item and this is just the first demonstration in their response of what sloppy and careless frauds they are. I was never informed via direct communication about either of these fees, as for the warranty information that was not sent through until their third email to me on the 30/12/2021, the first email lists none of these terms and neither are they clearly listed or required to be agreed to at point of sale and as of the 06/01/22 I had been told via email that this "warranty" still wasn't active. See the attached "Gmail - Flagship One, Inc_ New Order # *********.pdf" for the first email received about the order and "Gmail - Your Receipt_Warranty for Order# ******* with Flagship One Inc_.pdf" for proof of sent date for the "warranty" that included an agree to these terms link that I did not click as I did not read this email at first.
  
  "Once the order was received, we reached out to the customer and informed him that we were unfortunately not able to fill his order as our inventory had been mislabeled."
  
  The above is also a lie, they never reached out to me to tell me anything and the first excuse given was that the item had failed QA and a second unit was already in stock and being programmed and that wasn't until I followed them up (I proceeded to follow them up another two times and was told both times it was in the final stages of programming). Finally on the 05/01/22 after aggressively pursuing them for failure to contact me despite continued promises of having someone communicate with me I had to persist on the online chat for two hours I reached a ******** * who told me that the original account manager had been fired and that they had been shut for the Christmas and new years period. When I pointed out the 04/01/22 as the original promised delivery date and none of this information had been communicated to me by their support staff in any of our five previous conversations ******** * proceeded to lie to me and say it takes 2-8 business days to process an order and only 6 business days had passed clearly contradicting herself that they had been shut for the majority of the Christmas and New years period highlighting their continued behaviour of lying. She also misleadingly cropped a screenshot of their website to highlight this timeframe, when actually if you review this page: ****************************************** it clearly ****** *hat "All items have a 1-3 full business day (Mon. - Fri. excluding holidays) handling time after the order is fully processed for refurbishing/programming unless otherwise expressly stated." and separately that it would take 2-8 business days for shipping (at no point in any accepted terms does shipping also constitute processing the order)
  
  **** ******** ****** ** **** ** *** ** ** ***** *** * *** ***** ** *** *** *** ******* *** ** ** *******
  
  This is also a lie, I was told that the 2nd unit was in the final stages of QA and would be aimed to be shipped by the end of the week dated the 07/01/2022 at which point I finally got an email (see "Gmail - ***** C communications - no response.pdf") claiming that the order was delayed again due to "There was a slight delay in our ********************** due to a temporary surge in the volume of orders that we've received.", I never agreed to wait to see if they would get a new batch in and was never told they did not have the second unit in stock until I contacted them for a refund and was told they did get a new unit in immediately after I cancelled the order and demanded a refund. In fact I had several subsequent emails which all insisted my unit was with their programming team and was constantly given a timeframe of 2-3 business days. Claiming that I had not reached out to them since is also another fantasy concocted by these fraudulent morons as I have proof that I contacted them multiple times via email on the 06/01 and 07/01 after our communication and they would also have records of me contacting their team multiple times via their instant messaging support on their website. (I have the emails but you only allow a maximum of 4 attachments in your response) I then continued to follow up daily via IM after the failure of ***** * stopped responding to my emails. At this point I had been promised countless times that the senior supervisor of the fired employee and the head of customer service would follow me up with a call and email and never received any of these. I finally had enough after a ******* * sent me the following on the 10/01/22:
  
  ******* ** ********** *** ** ********* ** *** ****** **** *** ********* **** *** ** *** **** ***** **** ******* *** *** ******* ** *** **** **** ***** *** * ***** ***** ** *** ******************** ********** *** ** * **** ****** ** ******* **** **** ** ******** ** **** *** ** *** **** *** ******** **** *** ** **** **** **** ** ****** *** ** **** ** ********* ** *** ******* **** **** ** ****** **** ****** ******* ** **** ** ********* ** ******* ********** **** ******** *** ***** **** ********* **** ******** ******** ****
  Once again note the outright statement that the unit is in their programming/shipping department and no indication that it was out of stock or that I had agreed to wait for it to be sent. At this point I replied once again stating the same thing that I had told ***** * on the 06/01 and the 07/01 that I expected shipment asap and that I needed the unit shipped by close of business on the 10/01. I then contacted their customer service via phone and spent an hour trying to get escalated to anyone in the company who could talk to me about my order, they claimed to not be able to contact ******* * despite her having emailed me moments before and was initially rebuffed when I attempted to get her direct extension, when I finally did it was for a ******** * and not ****************** I rang back customer service who insisted that was the extension and promised ******* *, her manager and the head of customer support had been sent a "911" email to call me the next day and proceeded to terminate the call without resolution. Prior to this I had been requesting that the order be treated as a priority and shipped as fast as possible the response initially from ******** * was to try and cancel the order and refuse to discuss with me. After yet again failing to receive a callback from anyone I called the customer support team demanding the full refund as previously offered to me, I was told they could not process the refund while still on call with me but I'd receive a copy of the refund in my email within **** minutes of ending the call and that the refund would be in my account within 1 to 3 business days. I proceeded to hang up and ************************************************************************************* *heir system. So I followed up on their IM system due to my massive distrust in anything communicated to me, I once again dealt with the miserable ******** * who then proceeded to complain about me not waiting another 2-8 business days and finally said that the item had not been in stock due to the difficulty to find it but because I couldn't wait and had cancelled my order I would miss out because magically it had just come in after the refund was processed. Her "proof" of refund was an email with barely any details, I still have not received any refund to my card and the order is still listed as processing in their system which clearly indicates that the refund has not been processed and I've been provided yet another lie. (Please see "current-order-status-and-call-records.png" for current order status and my call records)
  
  "The customer never formally requested to cancel the order or a refund to be processed. we were under the assumption the customer was still interested in waiting on the part until 1/11/22 cust asked to cancel. We immediately processed a refund to the customer. Customer has already been refunded as per our copy of the refund receipt attached. For the foregoing, we respectfully request that the cardholders chargeback be denied."
  
  Yet more lies from these phoney businessmen and women. It was clear that I was under the impression that the part was in-stock and with the programming team and at no time until after the refund was processed was it made clear to me that I was waiting indefinitely for them to either provide me the stock or for the 30 day period to lapse on their warranty so I'd be unable to claim a refund. As such with zero respect for this business and a lot for you having to also deal with them I request that this business be punished and my card receive a chargeback in full.
  
  I tire of dealing with their fraudulent accusations and outright contempt they show for me as the customer and you as the body responsible for resolving these issues.

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

  
  

  Business response

  01/14/2022

  Order Number *******
  Complaint ID ******** Amount: $605

  
  Customer, *************************, placed an order with us 12/22/21 . The customer purchased the
  unit for the price of $605. Immediately after the customers purchase, our website sends an
  automated copy of our invoice that contains the sales receipt explaining the return and warranty policy,
  the billing and shipping information that the customer provided on our secure website. I then advised 
  the customer that if he wish to return the unit, upon the completely of testing, if the unit was 
  determined the be fully functional, that his return would be subjected to a 20% restocking fee and $85 
  programming fee; fees which are visibly printed on the front of his executed purchase receipt (SEE ATTACHED 
  WARRANTY).
  Once the order was received, we reached out to the customer and informed him that we were
  unfortunately not able to fill his order as our inventory had been mislabeled. The customer agreed to
  wait to see if we would get a new batch in and has not reached out to us since. The customer never
  formally requested to cancel the order or a refund to be processed. we were under the assumption the customer 
  was still interested in waiting on the part until 1/11/22 cust asked to cancel. We immediately processed a refund 
  to the customer in the amount of $605. Please see copy of the refund receipt attached. For the 
  foregoing, we respectfully request that the cardholders chargeback be denied.
  Attached hereto in support of our position is a carbon copy of the Docusign containing
  the original purchase receipt with the return and warranty policy along with the ship to information the 
  customer provided; a copy of the refund receipt processed upon cancelling our order provided by our 
  merchant server.
  1. All of our units are thoroughly tested prior to stocking and immediately prior to programming. This procedure 
  requires time and labor of a technician. In addition, this particular unit, requires unique spec and calibration 
  programming associated with the customers VIN. In order for us to obtain the unique specs and calibrations and to 
  be able to program the unit, we are required to pay the manufacturer a non-refundable programming to obtain same 
  and connect to the programming session

  Customer response

  01/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business literally ignored all my counterpoints and posted the same message again. Still no refund and the order still listed as in processing.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  01/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a computer for my **** Buick LaSabre from this company. It was supposed to be pre programed to my car by VIN number. The computer never worked, even after being reprogrammed by a mechanic.The keys were also relearned/ reprogrammed by the mechanic.Called customer service an received no help at all. Kept telling me I did something wrong with the computer.Asked for a supervisor and was refused.

  Business response

  01/11/2022

  The customer purchased this unit on October ************ customer did call in yesterday January ********* which was the first form of communication we had with the customer since he received the unit.  The customer called in upset demanding a supervisor but none were available due to the company being short staffed. The customer was sent a follow up email by his account manager who was asking if the key cycling was done, which we have not received an answer to. We also informed the customer about the Return authorization form which must be filled out to properly assist him. The customer did not want to do what we need to assist him and said he does not want to fill anything out and will report us. We are trying to do what we can to assist the customer. The rma form was sent to the customers email, once the form is filled, we will send a return label to get the unit back and replaced.

• Initial Complaint

  12/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered a new computer for our Jeep (which is not running due to needing a new computer) on 12/2. The description said delivery in 5-7 business days. When it still was not shipped, I chatted with customer service and they said the computer was in processing and that takes up to 10 business days (which counters the purchase description of delivery in 5-7). After 10 business days it still was not shipped, and "*****" at Flagship one emailed and said that we would receive it no later than 12/15. On 12/15, it still had not even shipped, and we reached out again. "******" then said we would have delivery "within a few business days" (she refused to switch from **** to **** or expedite shipping method in any way). A few is 3, which means she claimed we would receive it by 12/18. It is 12/19 now, and it has not even shipped (and it will be shipping from NY to WY). I emailed her yet again on 12/18, with no response.

  Business response

  12/20/2021

  Good Morning,
  I want to start by apologizing for the delay in your order and the confusion that has taken place with your expected delivery date, I see that your order has been added to our priority list and is shipping out tomorrow on an overnight shipping label through **** We will send an email with tracking information to you. Thank you for your continued patience and understanding we appreciate it.

  Customer response

  12/23/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The package did not ship, as you promised, on the 22nd. I was also emailed with the promise it would be delivered by today, the 23rd. According to the tracking number you provided, all that has been done is a label printed, it has not even been given to the carrier yet. This is the fourth promise of delivery that has been broken. I demand the return of our money immediately (not in x amount of business days) so that we can immediately purchase through a reputable company and get the part so that we can again have a running vehicle. I really cannot believe that you broke yet another promise. I feel at this point that you have no intention of ever delivering the product that we paid for.

  *********************** and *****************

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  12/28/2021

  In regard to this order, It did ship out as promised and it was on its way to the customer with an expected delivery date of 12/23/2021. The estimated delivery time is by 5 pm end of the day for the latest. When we supplied the previous tracking, it was the information supplied from our shipping department and they mixed up the tracking for another account. we apologize for mix-up but we included the tracking in this response, which is as follows; Tracking ****: **********************. As per **** this was delivered successfully on December 22nd, 2021.  We have attached the label we used to send the package with a confirmation of the address for shipping and a copy of the **** site in which shows the tracking status as shipped. To confirm we have also attached the customer warranty/ receipt in which confirm the customer's address in which they provided during the time of purchase to be: ***************************************************************. Please be advised if the customer would like a refund, they would need to return the unit to us so we can process a full refund. The customer would need to provide return tracking info so we can update the account and refund it in a timely manner. 

   

  Best regards, 

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

   

   

   

   

  Customer response

  12/30/2021

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ECM from Flagship one on July 21, 2021and was told it would take 8 days the product took 3 weeks to show up I installed the item and it it worked for less than a month I called every day for 3 weeks to try to get response from company they had me give them error code 3 times and fill out forms said case manager would call me back she never call or contacted me. I requested a supervisor and was told he would call me in 30 mins and he never returned my call. I have done everything this company has asked and after reading some of the complaints on your website it seems like this is a common theme with this company. Their product is not what they advertise and I would like to just get a refund at this point but I know it will be next to impossible for that to happy unless I hire an attorney.

  Business response

  12/17/2021

  The customers unit was shipped today December 17th,2021 under *** tracking number ******************. The customer was sent a return label to get the unit back in and replaced, the customers unit was received today December 17th,2021 under *** tracking number ******************. As told to the customer we let him know once we receive the unit we can send this unit to him on an overnight label. The customer is fully aware of our refund policy as he acknowledged the warranty by signing it.  

  Customer response

  12/18/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   This is not correct I spoke to ******** twice and she told me that once she saw the shipment was sent she would send the new one out  she never said they had to receive the unit back first. She also said I would have the unit 100% before the week was out I asked her how that would be possible and she said she was making it priority and I would have my new unit  its now Saturday and the unit is still not here not only did they not over night the unit they still havent shipped it  the tracking number still show only that the label was created. This is a on going game they play. The amount of complaints this company receives is unreal. I also have the voicemail with her saying the unit will be over night to me. At this point I dont know what else to do. She also called me after receiving the complaint from BBB and ask if I was satisfied with the results and I told her if the unit showed up the next day like she stated I would withdraw the complaint but that has not happened. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  01/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] I have called Flagship 1 a number of times trying to get this resolved and they refuse to return my call the last time I talked to them they said they was sending a new unit out and was not waiting on the investigation from *** and that I would get the new unit the first week of January. Then they respond to the BBB saying it was Delivered on the 23rd of December and I answered the complaint that it was not. I was not provided a replacement item that I was promised and now they are saying its my responsibility to track down a package they sent. And they no longer have any responsibility? They are the customer that *** has failed why is it my job to start the investigation. They have the tracking information and they sent the package. 
  when I first opened this complaint they offered me a refund and it was out of the time frame, but no I cant get one which is fine I just want what I paid for which is a working computer. As of now I have  nothing.

  Also if they was sure it was delivered and as many times I have called them you would think they would call and say ************** it showed the computer was delivered. We are sorry for the delay and issue. No not a word this company avoids their customers at all cost. The worse experience of my life. And its not getting better 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/11/2022

  As can be seen by the provided *** documentation, the merchandise has been delivered. As the recipient, and resident of the local carrier responsible for delivery it is their responsibility to follow up with the carrier should there be a discrepancy between what is shown in their official records, and their claims. At this time there is no further action available for FS1Inc to take and attached hereto in support of our position is a carbon copy of the ******** containing the original purchase receipt with the return and warranty policy with an electronic signature provided by the customer agreeing to our terms, along with the ship to information the customer provided;  a copy of the *** shipping label that was used to send to the customers corresponding address, and a screenshot of the tracking history to that tracking number provided by *** for the BBB to review. 
  

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

  
  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a piece for my car which did not work I contacted the business that it didn't work an I also sent my car to the ***** dealership to be sure it was the piece that was not working in my car which was confirmed flagship sent me a refund label I sent the piece back which I never heard nothing else from them an I returned their merchandise so I'm just out of money an they have their merchandise an I'm not sure how to upload my documents for my proof

  Business response

  12/15/2021

  The refund label was sent on August 31st,2021, as per the warranty which the customer signed, all refunds must be within the 30 days of purchase. There is nothing in the customers account stating that he was told to sent it in by 12/1/2021, we have all the calls recorded as well which have been reviewed by one of the supervisors. This is the second BBB complaint the customer filed since the first one was closed. The unit was tested and shows to be in good working order which we can send back to the customer since the issues arent with the computer which the customer told our representative on August 21st,2021. 

  Customer response

  12/16/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  12/17/2021

  The customer did not respond to our response in this complaint. Once again, the customer was sent the return label on August 31st,2021, as per the warranty the customer signed, all refunds and returns must be within 3o days from the date of purchase. The customer sent this unit back after 90 days and puts him well out of the time frame. We will be shipping the customers unit back since it was tested and is in working order. 

*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. ↩