Ordered R&R service on my Dodge Grand Caravan's ECU (the computer) on 12/9/08. On 12/10/08, my credit card was charged. On 12/11/08 I shipped the ECU to Americore for R&R. The part was received 12/15/08 by Americore.
Initial conversations and statements on their website indicated turn around time would be 48 hours, I can no longer find this statement on their website and they have too many websites to check. When I spoke w/ Justin when I placed the order via phone, he indicated turn around should be about a week.
Around 12/23/08 I called and selected the option (5) for Customer Support/Order Tracking. The automated system transferred me to voicemail from someone saying his name was 'Richard' (I've seen elsewhere on this website that his name is Richard Broden, but I can not confirm his last name as I've never heard it.) I left a message and never rec'd a call back.
The next day I called again and selected the same option with the same results. I called back and selected the option to purchase a computer as this was the option I selected when I first placed the order and a live body answered. I explained I was looking for help tracking down my part and it's status. They said I needed to speak with Danny Jackson. I left a voicemail for Danny.
Danny returned my call and asked me to call back on 12/26/08. He indicated he usually makes/receives 200 calls and typically has 100 voicemails sitting in his inbox on average.
I received a message from Danny on 12/31/08 where he mentioned they would be returning the ECU to me either 1/2/08 or 1/5/08.
I called back on 1/6/09 to see where the part was at and did not receive a return call.
I called again on 1/8/09 and received Danny's voicemail box. After numerous calls in, someone was able to track Danny down and get him on the phone. He informed me that they were unable to ship the ECU to me on the dates he said because they determined more parts were needed to complete the R&R. He asked that I call back that afternoon as he thought they may be able to ship that day or the next. I advised him that I expected the part to be shipped overnight at no cost to me. He stated he would ask his supervisor if this was OK.
Today is 1/9/09. I did not call back yesterday afternoon, but called this morning. Again, I reached his voicemail after a number of tries. Calls to their administrative or corporate office also sit in a hold queue where I gave up after about 20 minutes.
I've been doing a little research online. Americore has an F rating with the BBB in Florida (see http://northeastflorida.bbb.org/codbrep.html?wlcl=y&id=155701244). There are at least two other Ripoff reports for this company as well.
I'm not certain I'm being ripped off here, yet, but I am certain that they completely misrepresented their turn around time. I understand this happened during the holidays, but their website and sales rep that happily took my credit card information both indicated a quick turn around time. Meanwhile, my car's sitting at the mechanic's shop completely useless to me for just about a month now.
I'm reaching a point where I don't care about the part anymore and I just want my car working. I would have been better off paying the extra $$ and getting a replacement part from the dealer.