Complaints

• Initial Complaint

  10/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered four sets of brake pads from EBC Brakes via a vendor named Fidanza Performance. The order was placed on February 21st, 2024 as order #**** with Fidanza. The order consisted of a front and rear set of EBC's *** pads for a ******* Veloster N and two front sets of their *** pads for the same vehicle. At the time of writing this, I am yet to receive the *** pads. The vendor, Fidanza, has been unable to get an order status from *** this entire time. They advised me to reach out to *** directly, which I did on August 22, 2024. I received no response from ***, no updates from Fidanza and still no brake pads. I ordered the *** pads on the assumption that the *** pads would also be available. To change to another brand now would require me to get full replacement pads and rotors, which is very costly. I want the parts that I paid for and believe there has been more than ample time for a production cycle. *** could at the minimum provide an update on why these pads have been delayed so drastically.

  Business response

  10/30/2024

  To Whom this may concern, 

  My Name is ******* ******** Automotive Manager for EBC Brakes USA INC. 

  Regarding the complaint placed by Mr. ********* *****; The item he is waiting for ( DP82343RPX ), has not yet arrived in our U.S location from our main Facility in *******. This new item has been in the Manufacturing process with a delayed *** of early January 2025. We do apologize for the inconvenience, however, it is important to note that this customer did not Purchase thru our company. We do not sell to the public, we sell to Distributors across *************. From there, those Distributors sell to **************** before the product gets to the consumer. 

  Customer states that he purchased thru " Fidanza Performance ", who we also do not sell too. It is safe to assume that Fidanza Performance, purchased thru one of our Distributors. Our sales staff, including myself, Does Not have record of Fidanza calling or e mailing us, asking for *** for this pad. We do see an e mail from Mr. ***** sent to our sales e mail on August 22, 2024 asking for a follow up on this pad. 

  At this point, we advise Mr. ***** reach out to Fidanza to request a full refund. If he is willing to wait until early January, then we are more than happy to help him receive the pad when it finally arrives at our facility. There are no records in our system stating that we received any funds from Mr. ****** or Fidanza Performance. 

  If more information is needed from me, please do not hesitate to reach out. Thank you for your time 

  -******* Ordonez 

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

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

  Customer response

  10/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and accept their explanation. 

  As stated by the business representative, they received an inquiry from me that went unanswered. I do find this to be poor business practice, but I will continue to wait for these pads now that a legitimate ETA has been provided. 

  A network of distributors should not prevent the manufacturer from addressing customers or providing order insight. 

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of transaction August 26, 2023 Amount of money paid to the business$631.17 What the business committed to provide youQuoted from the website: "Even as an excellent pad well accepted by thousands of customers if you receive orange grade and are not happy, contact www.perfectbrakes.com in the *** or www.ebcbrakesdirect.com in ****** who offer a free freight paid exchange to the newer grade which is red in colour." They did not provide the service that they promised and listed on their site They have not tried to resolve the problem. The manufacturer passed the request to the retailer. The retailer passed me back to the manufacturer. The manufacturer decided to simply ignore my emails. The claim of them offering a "free freight paid exchange..." can be found here: ******************************************************************************************************

  Business response

  07/09/2024

  To Whom It May ********
  
  My name is ****************************** Automotive Manager for EBC Brakes USA.Regarding the complaint placed against us by Mr. ******
  He purchased our Brake Products thru one of our Distributors (AutoDNA ), back in August 2023. Included in his order were ** ****** stuff pads,1 set for the front of the vehicle, another for the rear. During the last year or so, we have changed our Extra Duty ****** Stuff Pads, to the new **+ *** pads. The **** number is the same, but the description would specify if a ** **** number is ******stuff, or the new **+ *** pads. Besides the color of these pads, the compound was tweaked just a tad, which will not make a huge difference in performance of the pads. Both ****** and *** ** would perform as well as the other. Our goal was to weed out the old ******* when they run out,our production team in the U.K would make the **+ *** for that specific **** number and send to our Vegas location. As far as today, We have about over 90% ** **** numbers are now **+ *** in stock, however, there are a few that are still ******. Unfortunately, **** number **91850 ( x6 in stock ), are still ****** pads. Our sister company, PerfectBrakes.com sales staff was in constant contact with Mr. ****** as you can see in the e mails he provided, letting him know that we are more than happy to swap his ****** for *** **+, but we have not received any ***s for that **** number. Another option would have been to install his ******* which perform same as ***, then we could Have sent him ***s when we had them in stock. It is important to note, Mr. ***** never spent any money directly with EBC or Perfectbrakes, he purchased the product from AutoDNA. The issue started when he saw on our website, to contact Perfectbrakes.com if he wanted to swap the ****** for the **+ ***, ** we have them available,which we have not. Moving forward, I am still willing to ask our production team if they have any **+ ***s made and able to send to ********** I can send a set to MR. ***** at no cost, if he is still willing. Please contact me if you have any questions. ********************************  / ************ /Thank you 

  Customer response

  07/09/2024

   
  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. I would appreciate updates/correspondence from the business as it becomes available. 
  
  Sincerely,
  
  ***************************

  Business response

  11/26/2024

  To Whom it may concern, 

  We have informed the customer previously that once we do have the " Red " pads he has been waiting for, they will be sent to him directly at zero cost. Unfortunately, this has taken some time and do understand the customers concern. 

  We have finally received a new shipment of these pads, and will ship to his residence today. 

  This should clear the complaint moving forward. 

  Thank you, 

   

   

  Business response

  11/27/2024

  To Whom it may concern, 
  
  We have informed the customer previously that once we do have the " Red " pads he has been waiting for, they will be sent to him directly at zero cost. Unfortunately, this has taken some time and do understand the customers concern. 
  
  We have finally received a new shipment of these pads, and will ship to his residence today. 
  
  This should clear the complaint moving forward. 
  
  Thank you, 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Transaction date 8/10/23. Received an email stating a secondary email would be sent in 3-5 business days regarding shipping, to which the email still hasnt arrived on 9/5/23. Attempts to contact seller were made through email, and Ive not received any response.

  Business response

  09/07/2023

  This complaint should be directed to SHOPEBC.com. At EBC Brakes USA we have *********** and able to help our customers with their questions. 

  EBC BRAKES USA is not currently nor has ever been affiliated with this company. We appreciate the opportunity to respond to this complaint.

  Customer response

  09/08/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ordered brakes i believe through CARID.com.Ordered a full set of brake rotors and pads for my truck.After getting the parts installed by a licensed mechanic, the front driver side rotor started to warp.Brought this up to EBC and was shipped a full new set of pads and rotors under warranty.When i had this new set installed, roughly 2 months later the rear brake rotors started to fail.When i emailed in on this in October of 2021, i never received any communication back. I used the same email address provided by EBC for when i originally filed my claim on.Had to go with another brand of pads and rotors for my truck.Ended up paying for parts x2, x3 separate installs because of the failures, and ive only gotten crickets back from EBC.Requesting a full refund of the rotors and pads again as i originally did back in October of 2021.This was $1600.12 for these parts and not to mention all the other times i had to pay for installs and replacement parts from another company.All i want is EBC to back up their products and issue a full refund. I am not even asking for cost of all the labor charges from the multiple installs, just want this over and done with

  Business response

  04/19/2023

  To whom it may concern Mr. ******************* original purchase was placed on 5/21/2019 through our distributor Auto Anything.  A warranty was place and shipped 02/27/2020. As per our loaded documents we fulfilled the warranty both for rotors and pads placed on the original invoice 3 months shy of 1 year. Within our guidelines for Warranty our Brakes Pads are subject to a 1 year or ****** miles and our Rotors are subject to a 6 months or ****** miles. ******* we provided both a replacement for the Pads and the Rotors with our warranty order placed and shipped 02/27/2020. 

   

  Please see our attachments. 

   

  Customer response

  04/19/2023

  
  Complaint: 19951971
  
  I am rejecting this response because:

  
  EBC Brakes are not acknowledging the fact that the warranty set that was provided to me has filed extremely prematurely, within roughly 3 months of just daily driver use.
  I reported this issue to EBC and no response was ever provided.

  I had the brakes rotors and pads replaced with a different brand through the mechanic (May 2020) and have had no issues since.

  Note from mechanic: Brakes are bad again. More defective parts. Recommend switching to the brand/style that we order and use through our shop.

  
  EBC is also not acknowledging the email traffic where i had done my part and that the customer service team never responded.

  I responded on 2/27/2020 thanking EBC for the warranty replacement set and stated that if this is the type of customer support EBC provides, that they would have a customer for life. I called roughly in May/June of 2020 with no assistance on this. Provided a follow up email in Feb 2021 regarding the rotor failure with no response. Followed up with another email in Oct 2021 with no response.

  
  
  So this brings up the refund request again.

  I do not believe it to be wrong to request a refund for the pads and rotors due to the multiple replacements, and install labor i had to go through. I wont even brake even on the total amount of all these parts and work, however i am trying to recover what i can off of this situation.
  
  
  Sincerely,
  
  *******************

*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. ↩