Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:20/02/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered ***** tune order#***** on *****/23. Device was defective from day 1, giving errors saying could not read ECU. After being told they were working on fixing it for * weeks, *****/23 they released an update to the tuner fixing the read issue. However it did not end there, after reading the stock tune, they sent back the modified file to flash to the *****. However the tuning device was now giving an unable to write ECU error. They were dodging my emails and telling me it would be fixed for another * weeks when I finally told them either let me return it for refund or I'm filing a chargeback. They supplied a return label and I sent it back. ****/24 they issued a partial refund for the defective device return, stating a **% reduction from the refund was made to cover the $*** device reset fee, ***** return shipping fee, and missing box. They also did not refund original shipping charges. All in all they withheld $*** ******** dollars from my refund. I am in no way denying the missing box for the tuner, after having the defective unit for *+ months I misplaced the box, ***% my fault, however that box is not worth $***. They should let the box slide just as an apology for putting me through *+ months of headache and Calling and emailing constantly to get this sorted. Making me pay for the return shipping charges, and to pay $*** to unlock the tuner because it did not work with my car, is absolutely ridiculous and not right. In fact, to this day they have not replied to my emails asking to refund the **% and original shipping charges. Find attached photos and screenshots backing this complaint up. It shows the errors on the defective device, and a partial refund of $***** CAD whilst I paid $***** CAD for it. It also shows the reasoning they provided for the reductions.
Business Response
Date: 04/03/2024
We already refunded his money.Customer Answer
Date: 04/03/2024
Complaint: ********
I am rejecting this response because:The companies own documentation attached to their response proves my complaint further, I have highlighted in their response and reattached; in purple it states "partially refunded", in Yellow it states customer paid amount totaling $***** CAD, and in blue it states refund total $******** CAD. Leaving a total of $****** remaining to be refunded. I have further attached emails between me and ****** (the owner of ***********) where he states that he apologizes for all the mess and is going to refund $*** CAD. He asked I give him a couple days to arrange that. I have highlighted the dates in the email showing he agreed to $*** CAD refund on the *****/2024, and as of today's date *****/2024 he still has not processed the refund (* days after he asked for a couple days). They also have ignored my phone call and not replied to any of my emails, this is also attached to this response.
The matter is not settled, and the company themselves have proven my complaint further. Undeniable.
Sincerely,
*************************Business Response
Date: 07/03/2024
We refunded fully.Customer Answer
Date: 10/03/2024
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.
On *****/2024 I received a refund for the remaining amount. This is now solved.
Sincerely,
*************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.