Flagship One, Inc Deceptive Trade Practices East Rockaway New York

 I bought a replacement ECM computer for our Cadillac CTS on the company's website on November 22, 2016 for nearly $400. I contacted the company by phone prior to placing the order to confirm that I would be able to return the part of it does not fit nor work and was assured I would. The unit was advertised as 'Plug&Work' by the company. The computer arrived about 3 wks after it was ordered and paid for. I took it to the local Cadillac dealership for installation. The car would not start because the computer would not communicate with the car. The part was not doing what it was supposed to do. The car was still dead. When contacted by phone and email, the company representative wanted to know exactly what was wrong. Since I was not sure, they expressed interest in talking with the dealership mechanic. Even when provided with the phone number, Flagship One never called my mechanic to figure out the problem. I contacted the company with complaints and informed them I would like to return the computer, since it was not working. I was told that they would need to have the computer for testing within couple of days to execute the warranty.

Per company's policy, they only give clients 30 days since the purchace date to request the refund. When I informed my account manager, that it took them 3 wks to deliver the product, she gave me a verbal 2 week extention period to return the computer to their facility for testing (reportedly, after consulting her superviser). I was informed I had to pay my own return shippimg, since I was requesting the refund. The part was shipped by USPS with a tracking number and was delivered within a couple of days. I informed the company that the faulty part had been delivered to their address. The response was that they would have it tested and let me know the result, and that they did not khow how long it would take.

I did not hear from the company for 3 months. My email inquiring about my refund status was ignored. I finely got a response after mentioning a possible complaint to the Better Business bureau. The response was that the returned part was fried and I was not eligible to get any refunds. I emailed back stating I was very disappointed in doing the business with the company and still wanted my refund, or my part returned to me since I had paid them nearly $400 for it. No response from them. This morning I wrote a negative review on the company's Facebook page. Buy this evening, their review page was not available. It appears my review was deleted or blocked, alongside many other previous negative reviews. I have also written a negative review on BBB, which will be reviewed by the BBB and the business owner within the next 10 business days before posting.

I am going to file a complaint with BBB also. This kind of poor business practices, false advertising of lifetime warranty and deceptive trade practices should not be tolerated and needs to be investigated. This business can not be trusted and I am surprised it was allowed to operate in such a way in along time. The Internet is full of similar stories regarding this company. You can find positive reviews too. And they might be true. But the company offers an immediate $25 store credit to the clients, who leaves them a positive review on Yelp, Better Business bureau or Google. So I am not sure how trustworthy these positive reviews are. To say the least, I am very disapointed. And I can not believe business can be conducted this was in the modern America. I trusted the company but I have doubts now that the computer they had sent me was in a working condition to begin with. I had no way to check their words. And I have no confirmation, except their statement, that I returned the damaged unit. I think they should not be allowed to continue to do business the same way. To say the least, they should stop false advertising of their lifetime warranty. All their sales should be listed as final, without a possibility of return or refund. At least, that would be a true statement. I hope something can be done. There are a lot of unhappy Flagship One, Inc clients out there.