Complaints

The 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:10/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  See document titled "BBB Complaint" for full details. Ever since KG Performance Solutions has worked on my car it has been too loud and proved to be unreliable. There have been issues the two times I test drove it and the first time I bought the car home they needed to take it back and fix more issues. This latest problem is the result of them not following instructions for a fuel pump installation and could have caused injury or death to my family, myself or others.

  Business Response

  Date: 10/25/2023

  Please see attachment "***** Complaint Response" for our response to this customers complaint.  We have also attached other documentation which was uploaded under the "MORE INFORMATION" section.\

  This is our second formal response through the BBB regarding this customer’s Buick ***********  We have attached the first formal response to this complaint, clearly showing our conversations with the customer over the past few months, with multiple emails from the customer indicating his satisfaction with the project and the reliability and dependability of this vehicle.  However, we are happy to respond to this complaint as well with factual information and how we had offered to remedy the situation for the customer.  Please see our responses below, as well as attachments including wiring diagrams, installation instructions, and email communication between the customer and our technician.

  In October 2023, the customer reached out to us regarding issues with the fuel pressure on his Buick ***********  He emailed with our Performance Technician and stated he was going to “poke around looking for the fuse to the pump.”  We responded giving him some information about the system, the location of the fuel pump, and information on output testing, since the customer wanted to work on this himself. 

  The customer stated on 10/2/2023 – “I Successfully ran the test to pulse the fuel pump.  I could hear what must be the relay cycle but still can not locate the relay.  Or another fuse.  I take it the 40amp fuse I sent a photo of was not the correct one.”  Which the customer is absolutely correct in this statement, as the 40 Amp fuse is the main amp for the system, and there is a 20 Amp fuse that powers the fuel injectors and the fuel pump.  The customer was looking at the wrong fuse, so we directed him further by letting him know “The fuse and relay are located close to each other in the harness.  If you can locate the relay by clicking it should lead you to the correct fuse.”  Again, I will state we had already offered to do all of this professionally, but the customer had decided to take on the project himself.

  The customer indicated back to us on October 2, 2023 “OK, found the relay, can feel it as it pulses off and on.  There is a 40 Amp fuse, it checks good.  I wish it hadn’t, but it did.  There is 12 volts to that fuse weather the ignition is turned on or off.  So that mean the fuel pump **** the bed?”

  We replied, “It could, but we would check at the connector further back by the fuel tank for switched power.”

  The customer replied again on October 2, stating “Found the connector where you said.  Black and gray wires in pins one and three of a three pin connector, purple wire in pin two.  I’m sure the purple wire is for fuel level, it has zero volts.  I have 12vdc when measuring across pins 1 and 3, so that seems good.  I ohmed across pins 1 and 3 on the connector going to the pump and it read open.  Looks to me like the pump went bad if it is a typical DC motor.  If there is anything else you like me to look at let me know, if not, let **** know.  I’ll give him some time to get back to me.  HAPPY MONDAY TO ALL!”

  So again, we had already offered to bring the vehicle back to our shop and determine the issue, and after the customer had done his own work trying to determine if the fuel pump was bad, which is the issue here, we had offered to warranty the pump.  Again, we did not manufacture the pump.  We have attached the installation instructions for the AEM fuel pump which was installed in the customers vehicle.  The customer states in this complaint that we “used the original 14ga wires and connections the car came with and replaced the 15amp fuse with a 40 amp fuse to power the new fuel pump.”  We did use the original wiring, as the customer states, because the original circuit was a 15 amp circuit.  The new fuel pump directions also indicate that it should have a 15 amp fuse.  The Holley harness that we used for fuel pump power has a 20 amp fuse that not only powers the fuel pump but also powers the injectors.  The combined load of the 15 amp fuel pump and the load of the injectors is the reason for the 20 amp fuse.  The customer had already been informed and clearly stated in his emails to us that he was aware that the “40 amp fuse (he was looking at) was not the correct one.”  He was looking at the fuse for the main power – not the fuel pump.  This is clearly where the customers’ lack of knowledge for mechanical aspects of the vehicle was in play.  The customer was trying to do a job and diagnose a problem that he has no training in.  In our defense, if the customer is a mechanic and knows how to properly diagnose and repair his vehicle, then why did he bring it to us for work in the first place?  Furthermore, we have attached the diagram for the factory wiring of the customers’ vehicle which we used on the installation of the fuel pump in question.

  The customer’s other complaint within this most recent letter is regarding the noise level of his vehicle.  The customer currently has 4 mufflers on this vehicle, two of which we installed as secondary mufflers to help with the noise.  At the time of installation, the customer indicated to us he was happy and satisfied with the noise level. 

  The customer has indicated to us multiple times over the past three months his satisfaction with the vehicle.  We feel as though the dissatisfaction with KG Performance only came about when the customer asked us to “buy the vehicle back from him” which we do not do.  We told him we were not in the position to do so, and since then, is when the customer has started complaining to the BBB.  As you can see in the last line of the customers complaint he states “At this time I believe KG Performance Solutions should reimburse me for the total amount I have invested into this car to date and they can have the car.”  We find that the issues with this customer are only due to the fact that we will not purchase the vehicle back, which leads us to believe the customer is a in a financial situation and looking for us to bail him out by complaining and stating that his vehicle is “deadly.”  This is completely unfair to our business, and hope that the customer can resolve his issues another way, it’s sad that he has to drag us along.

  We understand that the customer had an issue with the fuel pump, which we happily offered to warranty and replace free of charge.  We stand behind our work and craftsmanship, and we use highly rated parts in customers vehicles, but sometimes, parts can fail.  This unfortunately is something we have no control over.  If the fuel pump was faulty from the factory, we would not know this until it fails.  This does happen.  It can happen with any part that is in a vehicle, even if a vehicle just came off the showroom floor.  This is why we offer warranties and offered this to the customer as well.

  For the customer to state that we put his family and others in danger and he’s happy he didn’t die, is absurd.  He has stated to us multiple times the satisfaction with this vehicle, has driven it 1000’s of miles, we have driven it 100’s of miles during testing, and he has now faced an issue, that we were willing to fix, but he would not allow us to do so.  Had the customer had us bring the vehicle back to the shop, we would have diagnosed the failure, whether it be the fuel pump or the installation, would have informed the customer, and properly repaired as needed.  However, this was not allowed by the customer, hence our hands are tied. 

  We will not be buying the vehicle back from the customer, and we’re sorry he is now financially in a place where he needs us to do this, but we are not in the business of building customers vehicles to their requests, and buying them back.  The customer agreed on the original quote and was well aware and informed that we had never done this particular build before, so the quote could change, or we could run into issues.  The price did change, and the customer was aware of it along the way.  In order to do the customers requested project, it took many parts and hundreds of hours of labor.  We never MAKE  customers do anything they don’t want, and the customer can choose to stop the project or modify it anywhere along the way.  We are not in charge of the customers’ financials, they are.  This was his dream car, and we built it to his expectations – which he clearly stated to us in multiple communications. 

  We have done all we can by offering to bring the vehicle back to our shop, diagnose the issue with the fuel pressure, replace the faulty fuel pump, all of which would be at no cost to the customer – however, he has refused to let us do so, and chose to tackle the project himself.

  We can no longer offer assistance to this customer, as he will not let us assist him.  We will not purchase the vehicle back, as there was never any agreement to do so if the customer “no longer wanted it.”   

  At this point, we are discontinuing any communication with this customer.

  Thank you.

  Business Response

  Date: 11/07/2023

  This is our second formal response through the BBB regarding this customer’s Buick ***********  We have attached the first formal response to this complaint, clearly showing our conversations with the customer over the past few months, with multiple emails from the customer indicating his satisfaction with the project and the reliability and dependability of this vehicle.  However, we are happy to respond to this complaint as well with factual information and how we had offered to remedy the situation for the customer.  Please see our responses below, as well as attachments including wiring diagrams, installation instructions, and email communication between the customer and our technician.

  In October 2023, the customer reached out to us regarding issues with the fuel pressure on his Buick ***********  He emailed with our Performance Technician and stated he was going to “poke around looking for the fuse to the pump.”  We responded giving him some information about the system, the location of the fuel pump, and information on output testing, since the customer wanted to work on this himself. 

  The customer stated on 10/2/2023 – “I Successfully ran the test to pulse the fuel pump.  I could hear what must be the relay cycle but still can not locate the relay.  Or another fuse.  I take it the 40amp fuse I sent a photo of was not the correct one.”  Which the customer is absolutely correct in this statement, as the 40 Amp fuse is the main amp for the system, and there is a 20 Amp fuse that powers the fuel injectors and the fuel pump.  The customer was looking at the wrong fuse, so we directed him further by letting him know “The fuse and relay are located close to each other in the harness.  If you can locate the relay by clicking it should lead you to the correct fuse.”  Again, I will state we had already offered to do all of this professionally, but the customer had decided to take on the project himself.

  The customer indicated back to us on October 2, 2023 “OK, found the relay, can feel it as it pulses off and on.  There is a 40 Amp fuse, it checks good.  I wish it hadn’t, but it did.  There is 12 volts to that fuse weather the ignition is turned on or off.  So that mean the fuel pump sh*t the bed?”

  We replied, “It could, but we would check at the connector further back by the fuel tank for switched power.”

  The customer replied again on October 2, stating “Found the connector where you said.  Black and gray wires in pins one and three of a three pin connector, purple wire in pin two.  I’m sure the purple wire is for fuel level, it has zero volts.  I have 12vdc when measuring across pins 1 and 3, so that seems good.  I ohmed across pins 1 and 3 on the connector going to the pump and it read open.  Looks to me like the pump went bad if it is a typical DC motor.  If there is anything else you like me to look at let me know, if not, let **** know.  I’ll give him some time to get back to me.  HAPPY MONDAY TO ALL!”

  So again, we had already offered to bring the vehicle back to our shop and determine the issue, and after the customer had done his own work trying to determine if the fuel pump was bad, which is the issue here, we had offered to warranty the pump.  Again, we did not manufacture the pump.  We have attached the installation instructions for the AEM fuel pump which was installed in the customers vehicle.  The customer states in this complaint that we “used the original 14ga wires and connections the car came with and replaced the 15amp fuse with a 40 amp fuse to power the new fuel pump.”  We did use the original wiring, as the customer states, because the original circuit was a 15 amp circuit.  The new fuel pump directions also indicate that it should have a 15 amp fuse.  The Holley harness that we used for fuel pump power has a 20 amp fuse that not only powers the fuel pump but also powers the injectors.  The combined load of the 15 amp fuel pump and the load of the injectors is the reason for the 20 amp fuse.  The customer had already been informed and clearly stated in his emails to us that he was aware that the “40 amp fuse (he was looking at) was not the correct one.”  He was looking at the fuse for the main power – not the fuel pump.  This is clearly where the customers’ lack of knowledge for mechanical aspects of the vehicle was in play.  The customer was trying to do a job and diagnose a problem that he has no training in.  In our defense, if the customer is a mechanic and knows how to properly diagnose and repair his vehicle, then why did he bring it to us for work in the first place?  Furthermore, we have attached the diagram for the factory wiring of the customers’ vehicle which we used on the installation of the fuel pump in question.

  The customer’s other complaint within this most recent letter is regarding the noise level of his vehicle.  The customer currently has 4 mufflers on this vehicle, two of which we installed as secondary mufflers to help with the noise.  At the time of installation, the customer indicated to us he was happy and satisfied with the noise level. 

  The customer has indicated to us multiple times over the past three months his satisfaction with the vehicle.  We feel as though the dissatisfaction with KG Performance only came about when the customer asked us to “buy the vehicle back from him” which we do not do.  We told him we were not in the position to do so, and since then, is when the customer has started complaining to the BBB.  As you can see in the last line of the customers complaint he states “At this time I believe KG Performance Solutions should reimburse me for the total amount I have invested into this car to date and they can have the car.”  We find that the issues with this customer are only due to the fact that we will not purchase the vehicle back, which leads us to believe the customer is a in a financial situation and looking for us to bail him out by complaining and stating that his vehicle is “deadly.”  This is completely unfair to our business, and hope that the customer can resolve his issues another way, it’s sad that he has to drag us along.

  We understand that the customer had an issue with the fuel pump, which we happily offered to warranty and replace free of charge.  We stand behind our work and craftsmanship, and we use highly rated parts in customers vehicles, but sometimes, parts can fail.  This unfortunately is something we have no control over.  If the fuel pump was faulty from the factory, we would not know this until it fails.  This does happen.  It can happen with any part that is in a vehicle, even if a vehicle just came off the showroom floor.  This is why we offer warranties and offered this to the customer as well.

  For the customer to state that we put his family and others in danger and he’s happy he didn’t die, is absurd.  He has stated to us multiple times the satisfaction with this vehicle, has driven it 1000’s of miles, we have driven it 100’s of miles during testing, and he has now faced an issue, that we were willing to fix, but he would not allow us to do so.  Had the customer had us bring the vehicle back to the shop, we would have diagnosed the failure, whether it be the fuel pump or the installation, would have informed the customer, and properly repaired as needed.  However, this was not allowed by the customer, hence our hands are tied. 

  We will not be buying the vehicle back from the customer, and we’re sorry he is now financially in a place where he needs us to do this, but we are not in the business of building customers vehicles to their requests, and buying them back.  The customer agreed on the original quote and was well aware and informed that we had never done this particular build before, so the quote could change, or we could run into issues.  The price did change, and the customer was aware of it along the way.  In order to do the customers requested project, it took many parts and hundreds of hours of labor.  We never MAKE  customers do anything they don’t want, and the customer can choose to stop the project or modify it anywhere along the way.  We are not in charge of the customers’ financials, they are.  This was his dream car, and we built it to his expectations – which he clearly stated to us in multiple communications. 

  We have done all we can by offering to bring the vehicle back to our shop, diagnose the issue with the fuel pressure, replace the faulty fuel pump, all of which would be at no cost to the customer – however, he has refused to let us do so, and chose to tackle the project himself.

  We can no longer offer assistance to this customer, as he will not let us assist him.  We will not purchase the vehicle back, as there was never any agreement to do so if the customer “no longer wanted it.”   

  At this point, we are discontinuing any communication with this customer.

  Customer Answer

  Date: 11/08/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I did not receive KG Performance's first response, so I'll reply to this latest one here taking each of their comments one at a time.
  
  (KG's second paragraph below:)
  In October 2023, the customer reached out to us regarding issues with the fuel pressure on his Buick Roadmaster.  He emailed with our Performance Technician and stated he was going to “poke around looking for the fuse to the pump.”  We responded giving him some information about the system, the location of the fuel pump, and information on output testing, since the customer wanted to work on this himself. 
  
  (This is correct, in an email on Oct 2, 2023 at 7:52 AM I sent the following email to KG Performance:)
  ***** ****, bad news,No Fuel pressure. Started the car, started normal. Backed it out of the garage, put in in first, started feeding in the clutch and it died, no fuel pressure. Poked around looking for the fuse to the pump. I'll check the fuse if you let me know where to find it. But **** I think I'm done with this car. It sucks but I'd like you to buy it for what I paid you for parts and labor and call it a lesson learned. *** ******
  The fuel pressure was reading zero on the dash display. I wanted to check the fuse for the fuel pump first, it's a logical place to start. KG did not provide me with any information on where components they installed were located and needed their help to find the fuse. As for asking **** to buy the car, he had considered doing this when they needed to take the car back the first time after the first day I had it it stalled and did not restart and overheated and didn't respond to throttle inputs the second day.
  
  (KG's third paragraph below:)
  The customer stated on 10/2/2023 – “I Successfully ran the test to pulse the fuel pump.  I could hear what must be the relay cycle but still can not locate the relay.  Or another fuse.  I take it the 40amp fuse I sent a photo of was not the correct one.”  Which the customer is absolutely correct in this statement, as the 40 Amp fuse is the main amp for the system, and there is a 20 Amp fuse that powers the fuel injectors and the fuel pump.  The customer was looking at the wrong fuse, so we directed him further by letting him know “The fuse and relay are located close to each other in the harness.  If you can locate the relay by clicking it should lead you to the correct fuse.”  Again, I will state we had already offered to do all of this professionally, but the customer had decided to take on the project himself.
  There are a lot of issues that need to be addressed in the paragraph above. I will address each one in turn after pasting all the emails from Oct 4th to Oct 5th in order below.
  
  *** ***** <********@gmail.com>Mon, Oct 2, 2023 at 7:52 AMTo: **** ****** <[email protected]>
  Cc: **** ****** <****@kgperformancesolutions.com>
  ****, Paul, bad news,No Fuel pressure. Started the car, started normal. Backed it out ofthe garage, put in in first, started feeding in the clutch and itdied, no fuel pressure. Poked around looking for the fuse to the pump.I'll check the fuse if you let me know where to find it. But **** Ithink I'm done with this car. It sucks but I'd like you to buy it forwhat I paid you for parts and labor and call it a lesson learned.*** ******On Wed, Sep 27, 2023
  
  **** ****** <[email protected]>Mon, Oct 2, 2023 at 8:10 AMTo: *** ***** <********@gmail.com>
  I am assuming that you are seeing no fuel pressure on the low pressure side, which does have a pressure sensor on the regulator mounted on the driver's rear ofthe engine bay. That system runs off a fuel pump mounted in the original location in the fuel tank. There is a relay and fuse in the Terminator harness that turns onthe fuel pump. There is a 5 second prime that occurs at key on and once the engine shows cranking RPM the pump runs all the time. You can go into the softwareand put the ECU into output testing mode and cycle the fuel pump output off and on. The relay is the only one in the Holley ECU harness. I have included a screenshot of the output testing tab if you decide to test it that way.
  
  Here **** starts accusing me of causing the problem.
  **** ****** <****@kgperformancesolutions.com>Mon, Oct 2, 2023 at 8:17 AMTo: *** ***** <********@gmail.com>, Paul ****** <[email protected]>
  Hey **** I am not sure I am still in the position to do that. We could list the car on Bring A Trailer for you though. I know you came last week and picked up the Holleyhandheld, did you change anything that could have affected fuel pressure?
  ******** <********@gmail.com>Mon, Oct 2, 2023 at 8:40 AMTo: **** *****s <[email protected]>
  Thanks for the info. I'll see what I can find out and get back to you.
  
  ******** <*********gmail.com>Mon, Oct 2, 2023 at 9:04 AMTo: **** ****** <[email protected]>
  
  I Checked the 40 Amp fuse by the GDI Controler mounted behind the left head light. It's good. Going the hook up laptop and test next.
  
  In the email below is a .jpg photo of the fuse I was checking with a multimeter. As stated in the first part of the paragraph this is not the fuse for the fuel pump.
  ******** <********@gmail.com>Mon, Oct 2, 2023 at 9:05 AMTo: **** ****** *[email protected]>
  -------- Original message --------
  From: **** ****** <[email protected]>
  [Quoted text hidden]
  [Quoted text hidden]20231002_090232.jpg3548K
  ******** <********@gmail.com>Mon, Oct 2, 2023 at 9:27 AMTo: **** ****** <[email protected]>
  I successfully ran the test to pulse the fuel pump. I could hear what must be the relay cycle but still can not locate the relay. Or another fuse. I take it the 40 Ampfuse I sent a photo of was not the correct one.
  
  **** ****** <[email protected]>Mon, Oct 2, 2023 at 9:29 AMTo: ******** <********@gmail.com>
  The fuse and relay are located close to each other in the harness. If you can locate the relay by the clicking it should lead you to the correct fuse.
  ******** <********@gmail.com>Mon, Oct 2, 2023 at 9:41 AMTo: **** K***** <****@kgperformancesolutions.com>
  
  I hope my worst nightmare with this car is not going to come true. I have put over ninety thousand dollars into this thing. What do you think a modified 94 *************** wangon that doesn't run will bring on Bring A Trailer.
  No I have not played with the handheld device. The car started normal. I backed it out of the garage. Put It in first gear to move forward and when I started to letthe clutch out it stalled. It did not restart. I checked fuel pressure gage and it read zero. (Actually it reads a small negative number 1.somthing)
  I only drove the car once after I came back from picking up the handheld and it ran fine. I'm just so greatful it died in my driveway.
  
  ******** <********@gmail.com>Mon, Oct 2, 2023 at 9:43 AMTo: **** ****** <[email protected]>
  
  It sounds like it my be behind the dash. Do I need to start taking the dash apart?
  
  This was not the fuse for the fuel pump, there are other fuses located behind the dash.
  ******** <********@gmail.com>Mon, Oct 2, 2023 at 10:05 AMTo: **** ****** <[email protected]>
  
  So far I found a 20 Amp fuse
  **** ****** <[email protected]>Mon, Oct 2, 2023 at 10:20 AMTo: ******** ********************
  The fuse holder is located about 18” from the ECU connector. The fuse for the injectors and fuel pump is 20 amps, which I believe is the one that you have found. Ifthe fuse is not blown then I would go to the connector for the fuel pump and see if you are getting power there. If I recall correctly there is a connector at thedriver’s side rear of the fuel tank that you can disconnect without dropping the tank. I have included a photo of the wiring diagram for the factory fuel pump. It lookslike a gray wire is the power feed to the pump.
  Fuel pump.JPG35K This is a attachment of a wireing diagram for the OEM fuel pump. It shows a 15amp fuse.
  
  ******** *********@gmail.com>Mon, Oct 2, 2023 at 10:28 AMTo: **** ****** <[email protected]>
  OK, found the relay, can feel it as it pulses off and on. There is a 40 Amp fuse, it checks good. I wish it hadn't, but it did. There is 12 volts to that fuse weather theignition is turned on or off. So that mean the fuel pump shit the bed?
  
  2 attachments20231002_101802.jpg3122K Here I clearly state that I found and tested a good 40 amp fuse at the location I was told I'd find it. Attached are two color photos, one clearly shows a orange (40amp) fuse being test good and voltage being tested at the correct location for the fuel pump fuse.
  
  **** ****** <[email protected]>Mon, Oct 2, 2023 at 10:38 AMTo: ******** *********@gmail.com>
  It could, but I would check at the connector further back by the fuel tank for switched power.
  
  *** ***** *********@gmail.com>Mon, Oct 2, 2023 at 11:15 AMTo: **** ****** <[email protected]>
  Found the connector where you said. Black and gray wires in pins oneand three of a three pin connector, purple wire in pin two. I'm surethe purple wire is for fuel level, it has zero volts. I have 12vdcwhen measuring across pins 1 and 3, so that seems good. I ohmed acrosspins 1 and 3 on the connector going to the pump and it read open.Looks to me like the pump went bad if it is a typical DC motor. Ifthere is anything else you like me to look at let me know. If not, let**** know. I'll give him some time to get back to me. HAPPY MONDAY TOALL!*** ***** Here I was in error. KG Performance did not provid me with wiring diagram of how they did things to follow, I was making a guess at the time. I found out after removing the gas tank and sending unit how they put things together. Only the gray wire was used to provide power to the fuel pump, the other two are used for the fuel level sensor.
  
  **** ****** <****@kgperformancesolutions.com>Mon, Oct 2, 2023 at 2:04 PMTo: ******** *********@gmail.com>
  Cc: **** ****** <[email protected]>
  Well first if we were to list the car on bring a trailer we would get it running first. Second, by no means did we tell you building this car would be a goodinvestment. I understand you are frustrated with the car, but we have fixed every issue known and driven it for hundreds of miles with no issues. One week youlove the car and the next it sucks. I hate to say it, but you modified the car heavily, if you aren’t able to work thru some gremlins to make it perfect than you got intothe wrong hobby.
  We went above and beyond to fix the initial issues but at this point I really don’t know what is being done to the car outside of the shop. If you would like I willwarranty the faulty pump and pay the difference for an upgraded one if **** and you think the current pump is too small. That or you can bring the car to a localshop, and we can assist them. We did exactly what you asked us to do on this car on something we told you in the beginning we have never done. For us to keepworking with you I need you to understand this is all aftermarket parts that doesn’t belong in your car. You need to be reasonable with us also. If the pump did infact fail, we didn’t manufacturer that, but we can warranty the pump itself thru the manufacturer.
  **** ******
  Lots to unpack here, No were in this email does he state that he is willing to taking the car back to fix it, only willing to warranty the faulty pump which turns out later to not be the problem. I do like that he thinks it's going “above and beyond” to give me a proper running car after paying them $60,000. Then accuses me of having things “being done to the car outside of the shop”. All I see here is he is willing to warranty the pump and assist another shop to have it replaced. No offer to do it or pay to have it done.
  
  *** ***** *********@gmail.com>Tue, Oct 3, 2023 at 11:28 AMTo: **** ****** <****@kgperformancesolutions.com>
  Cc: **** ****** <[email protected]>
  
  When I brought this project to you I was clear about three things I needed.
  I needed it to be able to tow. That car was rated to tow up to 5,000 lbs. I made it very clear I planned to use it for towing and had you install a hitch on the carfor that purpose.
  
  I told you over and over again I wanted it to be a quiet car. I said this engine came out of a Chevy truck and I wanted it to be just as quiet as a stock truck.
  This car was going to be my daily driver and as such it needs to be reliable.
  2. 3.
  I also stressed to you again and again that I wasn't looking for a race car, that this engine would be spending most of it's time running low in the RPM range, below2,000, just like a daily driver would be driven. That and I wanted the power down low for towing. I explained that was the reason for keeping the stock truck intakemanifold when you wanted to change for one from a Camaro or Vet. It was also the reason for the cam selection I wanted. Pasted below is the description of thecam from the BTR web site:
  THE EASIEST WAY TO REMOVE THAT PESKY DOD/AFM! If you own a Gen V L86/LT1 (6.2L) and want to remove the pesky andissue-prone DOD/AFM system, this camshaft is the easiest ticket to freedom. This grind mimics OEM valve events with a morestable lobe design, and a superior heat treatment. This will not be the camshaft for those looking to increase their peak powernumbers. It is the choice for those looking to maintain and preserve the reliability of their Gen V truck platform. This camshaft willrequire a DOD Delete Kit. Professional installation is recommended as the vehicle's calibration must be adjusted to deactivate theDOD system. Many times, no dyno tuning is required as the valve events have not been altered drastically from OEM levels, simplychanged to work with non-DOD components. Consult your tuner for all questions and concerns surrounding the computer's DODdeactivation.
  Does this sound like a cam that should have drivability issues when leaving from a stop or in the low RPM ranges? Not to me.
  
  We did talk about the fact that you have never done a swap with an L86 GDI engine and it would be a challenge for you, But I told you what I wanted, you told meyou could do it and I took you at your word. I also provided you with any information I thought could help, the book on “How To Swap An LT Engine Into AlmostAnything” along with internet articles on the subject I thought could be helpful. We both knew it was going to be a learning experience but you had agreed to see itthrough and I trusted you to do so.
  This build was first quoted as costing $24,700.44. I did my part and paid you every time you asked for money. And then the price tag started going up, you said youneeded more money to complete the project, I paid the price because again I took you at your word that you could do the work you agreed to do. I have now paidyou more than double that original quote at almost $60,000. And after three years I still do not have a reliable car that runs, much less a quiet one that is capable oftowing.
  After reading your last email I now regret telling you I would accept the car with an exhaust system that loud. But it had been over two years for you to get the car tothat point. I knew you were putting more man hours into the project than you thought it would take. I also knew you had so many other paying customers projectsyou needed to take care of, that you were no longer taking new orders. I thought I'd cut you some slack, I THOUGHT WAS BEING NICE, I WAS BEING A FOOL. Itold you in the beginning I wanted a quiet car and you accepted that at the time.
  And I am a damn fool too. I took the car to a local exhaust shop and they told me they could quiet the car down no problem. I can't believe I was actually looking forlocal tuners, thinking of having them drive the car and see if they could tune it to run better down low in the RPM range. I'm not buying it yet that the engine can'trun better below 2,000RPM with that cam, that's not what the description for the cam states. If I did then I might just spend the money to have the exhaust redone. Igotta be crazy! I was planning to spend more money to fix the things that you agreed to do in the first place. After all the time and money I just wanted a reliable carfrom you and I would just deal with the rest. But you have been unable to provide me with that.
  In your last email you state “We went above and beyond to fix the initial issues” are you saying that you consider it to be “above and beyond” to giveone of your customers a finished project that runs and is reliable and doesn't have any issues? Much less one that meets all the criteria that had been agreed to.
  You then accuse me of causing the current problem with the car by stating “but at this point I really don’t know what is being done to the car outsideof the shop”. Until yesterday all I had done was drive it. Yesterday I thought I was being helpful by working with **** to find out why the car nolonger runs. Now I'm thinking it was dumb for me to do that if I'm going to be accused of causing the problem. It's clear the latest issue is mostlikely the fuel pump itself, or it could be in the wiring going to it.
  I have told you the car is fun to drive but it's not enjoyable. It's fun when all the noise it makes has people looking, staring and waving whenleaving or I drive by. It is also fun when I step on the gas because it is very fast . But it is not enjoyable when the car bucks, jerks or stalls whenpeople are watching. It makes you feel like a fool. It is not enjoyable to listen to the exhaust droning on when traveling down the road. Or whentrying to maintain a steady speed and the engine is skipping and missing.
  
  ****, I like you. I believe you were being honest when you accepted to do this project and thought you would be able to complete it as agreed to. Ialso like your shop and hope you enjoy what you have done and are doing with it. I wish you nothing but success with it. I think you have a goodcrew working for you as well. It is a pleasure working with Paul. He is good at explaining things and is very helpful. And as I have said time andagain, the fabrication and workmanship is first rate.
  But my take on the situation is that this car had taken way way more man hours than you planned on to get it right. Your shop is busy with othercustomer projects you need to get done to pay the bills and you're tired of dealing with the Buick, it's been three years and now that I have it youwant to wash your hands of it and be done.
  I was willing to accept the car back with the poor running and the loud exhaust as long as it was going to be reliable. I knew you were getting sick and tired ofhaving to spend time on it with so many other things needing to get done. And I was feeling much the same, I just wanted it back and move on. But the first time Igot it back it stalled and wouldn't start. Then it started overheating, not responding to the throttle. So you took it back and solved those issues and had the cardelivered back to me. But after just three weeks it will not run again. I was lucky this time it died in my driveway. I could have been hundreds of miles from home inthe middle of nowhere.
  ****, the one thing I refuse to compromise on is reliability. More so now that you are so quick to point out “at this point I really don’t know what is beingdone to the car outside of the shop”. So what if you take the car back and resolve this issue? Then the same problem comes back or some otherproblem. Your last email made a clear impression that you no longer will take responsibility for any more issues and just stick me with them evenif it is something else your shop was responsible for. What help from can I now expect from you if you get the car running and it has a problemnext week or a month or two from now?
  Yes I knew that the car would never be worth the money I was putting in to it. I did it anyway because I plan to keep the car and take care of ituntil they had to pry the keys from my cold dead hands so it didn't matter to me. That and you agreed to give me a car that would be quiet, able totow and a reliable daily driver. After three years and almost $60,000 of my money you have not been able to do that.
  It's time to stop the bleeding and end this as a painful lesson learned for both of us. You and I are both tired of spending time and money on thisproject. I can show you the receipts if you like. I already had $30,000 in the car, suspension parts and labor, new steering box, wheels and tireswhen I dropped the car off for you to start work on. I see it as only reasonable that you purchase the car from me for what I have paid you in partsand labor. You had been agreeable to this idea the last time the car proved to be unreliable. Well its in my driveway unable to start again.
  The time has come to end this, lick our wounds, move on with our lives and hopefully wiser for the experience.
  
  **** ****** <****@kgperformancesolutions.com>Tue, Oct 3, 2023 at 2:24 PMTo: <******** ***** ***@gmail.com>
  Cc: P*** ****** <[email protected]>
  
  I am all set with buying the car back. Maybe **** will?
  
  *** ***** *********@gmail.com>Tue, Oct 3, 2023 at 3:20 PMTo: **** ****** <****@kgperformancesolutions.com>
  I am confused by your reply. Do you mean that you are willing to buy the car for the amount I have paid you for the parts and work you have charged me? I hopeso, so we can get this behind us. I do not understand what is meant by "Maybe **** Will?". Maybe Paul will what, buy the car? Can I call you tomorrow or I canmeet with you at your convenience.
  
  **** ****** <****@kgperformancesolutions.com>Tue, Oct 3, 2023 at 3:38 PMTo: *** ***** *********@gmail.com>
  No, I meant I am all set with buying your car back. I asked **** and he said no as well. We don’t have the money or else we would building cars for ourselves. Sorry, I would suggest fixing the issues and selling on Bring A Trailer if you don’t like the car you decided to build. Maybe the exhaust shop that can easily fix theexhaust will help you out since they seem to be better??? Unfortunately, I am over this, and I am done going back and forth with you. I tried everything to makethis right and now I am being treated with zero respect. I was hoping we can resolve this issue without getting to this point, but I wish you luck with your next stepsas well! If you think I owe you $60,000 for the car, then please have your lawyer contact me and I will get him in touch with mine. Thanks
  **** ****** Here **** states his not going to fix the issue and starts bring up his lawyer.
  
  *** ***** **********gmail.com>Tue, Oct 3, 2023 at 9:47 PMTo: **** ****** <****@kgperformancesolutions.com>
  I'm the one that's out $60,000 I paid you to do the work on the car that currently does not run and hasn't run reliably ever since you gave it back to me. You refuseto correct the problems with the work you did and the parts you installed then tell me to get a lawyer if I'm not happy.
  So tell me again who is the one getting zero respect?
  You're really sticking it to me ****, I'm sure you must be pleased with yourself and will sleep just fine.
  **** ****** <****@kgperformancesolutions.com>Wed, Oct 4, 2023 at 7:31 AMTo: *** ***** *********@gmail.com>
  
  Well, that is interesting because I have emails from you stating the following…..
  1.
  You completed a 1,000 mile trip with the car with zero issues and that you are happy with the car.
  We fixed the initial issues at no charge and that we WERE willing to warranty the faulty fuel pump.
  That you needed more info on plugs, tune file and the Holley handheld so you could start messing around with the car.
  Finally, that you have since brought the car to other shops for their help
  2. 3. 4.
  Yes, I am now standing my ground because you stopped being reasonable with us.
  I slept 8 hours last night thanks for asking!
  
  
  *** ***** *********@gmail.com>Wed, Oct 4, 2023 at 9:21 AMTo: **** ****** <****@kgperformancesolutions.com>
  I have the same emails: (Statement below was taken from an earlier email.)
  Next, the car is still loud, not unbearably so but it does get old on the long trips. I have to admit it is kinda of cool when people and road crews turn their heads andwatch you go by looking, pointing and waving. I don't know yet if I will or not but I may look to quiet it down by putting cats on or trying to find a quieter muffler. If I dodo you think it would require a tuning adjustment?
  I still do not understand why the transmission can be so noisy from time to time. I can be just cruising along at a steady pace and let off the gas a little bit when goindown a hill and the transmission starts sounding like it is chewing up it's gears. The noise may go away as soon as I give it a little gas or it may persist. Justreminds me of farm equipment or the old duce and a half trucks I drove in the army, not a new transmission. I don't know, just seems weird to me that it would dothat.
  Last thing is when driving at a steady speed, most notably at lower speeds and lower gears, the engine is skipping, not running smooth. It is not horrible but it's notsomething I was expecting or like. I know a cam change may create this issue, I had a friend with a 70 Chevelle 454SS and another that had 69 Torino Corba Jetwith big cams and ran like shit at low or steady speeds. But I'm surprised at the amount of shaking at idle at stop lights and steady speeds this does with what Ihoped to be a mild cam swap. As soon as I give it just a little gas it pulls well and smooths out. I guess some of it may be the motor and transmission mounts too.
  Continuing with KG Performance's reply to BBB pasted below:
  So again, we had already offered to bring the vehicle back to our shop and determine the issue, and after the customer had done his own work trying to determine if the fuel pump was bad, which is the issue here, we had offered to warranty the pump.  Again, we did not manufacture the pump.  We have attached the installation instructions for the AEM fuel pump which was installed in the customers vehicle.  The customer states in this complaint that we “used the original 14ga wires and connections the car came with and replaced the 15amp fuse with a 40 amp fuse to power the new fuel pump.”  We did use the original wiring, as the customer states, because the original circuit was a 15 amp circuit.  The new fuel pump directions also indicate that it should have a 15 amp fuse.  The Holley harness that we used for fuel pump power has a 20 amp fuse that not only powers the fuel pump but also powers the injectors.  The combined load of the 15 amp fuel pump and the load of the injectors is the reason for the 20 amp fuse.  The customer had already been informed and clearly stated in his emails to us that he was aware that the “40 amp fuse (he was looking at) was not the correct one.”  He was looking at the fuse for the main power – not the fuel pump.  This is clearly where the customers’ lack of knowledge for mechanical aspects of the vehicle was in play.  The customer was trying to do a job and diagnose a problem that he has no training in.  In our defense, if the customer is a mechanic and knows how to properly diagnose and repair his vehicle, then why did he bring it to us for work in the first place?  Furthermore, we have attached the diagram for the factory wiring of the customers’ vehicle which we used on the installation of the fuel pump in question.
  
  I do not see in any of the emails above where they offered to “bring the car back to our shop” and frankly I'm glad they didn't after seeing the real reason for the loss of fuel pressure. The fuel pump being bad is not the issue here, their total lack of understanding and/or complete disregard of following installation manuals and electrical issues is what caused the problem. Here they still do not take responsibility for something they just did not do the right way and is not only the reason for the loss of fuel pressure, but could have resulted in a violent explosion of the car's fuel tank, injuring or killing my family, others and me. The fuse they installed for the fuel pump was not a 20amp fuse as they state above, it is a 40 amp fuse. In the email chain I pasted above, the one dated Oct 2, 2023 at 10:28 AM I state I found a 40 amp fuse exactly were they told me the one for the fuel pump would be and attached a photo of the fuse holder for the fuel pump with the fuse out and me checking an orange 40 amp fuse with an ohmmeter. That fuse is over 260% of what that electrical circuit is rated for. That's scary stuff. The reason is simple to any one that understands basic electric 101 stuff, it's called Ohms Law. Not using the correct size wire causes a large voltage drop at the pump. This resulted in a corresponding increase in electrical current for the pump to maintain the pressure setting. When the car is being started the voltage at the pump would drop even more making the problem worse. Installing that 40 amp fuse guaranteed the wires would burn at some point. When I realized what the real problem was I sent the email below and attached seven photos of the burned connection that was inside my fuel tank. They had the photos and **** still refuses to admit they are at fault.
  
  ******* *********@gmail.com>
  
  Oct 7, 2023, 7:07?PM
  
  to ****, ****
  
  I am copying **** on this because I think he cares about the work he does and if I were him I hope some one would let me about somthing like this. I removed the sending unit and found a high amount of resistance when checking continuity on the twelve volt wire going from the connector that connects to the car to the connector on the pump. The connector that goes from outside the sending unit to the inside shows clearly the twelve volt pin for the wire to the pump was overheating and is badly burnt.  (See attached photos) Now think about that ****, there was a connector inside my fuel tank that was starting to burn. That is a real bad thing to have. I drove that  car with my Daughter and grand kids in it and scares the hell out of me.. I'll bet you $60,000 it is because there was too much current draw for that connection with that pump and setting it to operate at a constant 75psi. Want to bet? I had ordered a new pump and sending unit before I fully understood what the issue was. But I could only find a low quality one that fits the wagon and even if I found a better one that connection through the sending unit will need to be upgraded to handle the current through it. I do feel lucky that nothing bad happened.  See photos attached 
  
  (Continuing with KG Performance's reply to BBB pasted below:)
  The customer’s other complaint within this most recent letter is regarding the noise level of his vehicle.  The customer currently has 4 mufflers on this vehicle, two of which we installed as secondary mufflers to help with the noise.  At the time of installation, the customer indicated to us he was happy and satisfied with the noise level. 
  The statement above is not true, I stated I wanted a quite car from the very beginning. They stated in other email that they could not make it any quieter, so I had to accept it. No room for larger mufflers they told me. But that is not the issue here.
  
  (Continuing with KG Performance's reply to BBB pasted below:)
  The customer has indicated to us multiple times over the past three months his satisfaction with the vehicle.  We feel as though the dissatisfaction with KG Performance only came about when the customer asked us to “buy the vehicle back from him” which we do not do.  We told him we were not in the position to do so, and since then, is when the customer has started complaining to the BBB.   As you can see in the last line of the customers complaint he states “At this time I believe KG Performance Solutions should reimburse me for the total amount I have invested into this car to date and they can have the car.”  We find that the issues with this customer are only due to the fact that we will not purchase the vehicle back, which leads us to believe the customer is a in a financial situation and looking for us to bail him out by complaining and stating that his vehicle is “deadly.”  This is completely unfair to our business, and hope that the customer can resolve his issues another way, it’s sad that he has to drag us along.
  
  The statement above is just conjecture and/or trying to get out of taking responsibility for their mistakes. There are emails above that make clear I still had issues with the car and it was clear they had no intention of fixing them.
  
  (Continuing with KG Performance's reply to BBB pasted below:)
  We understand that the customer had an issue with the fuel pump, which we happily offered to warranty and replace free of charge.  We stand behind our work and craftsmanship, and we use highly rated parts in customers vehicles, but sometimes, parts can fail.  This unfortunately is something we have no control over.  If the fuel pump was faulty from the factory, we would not know this until it fails.  This does happen.  It can happen with any part that is in a vehicle, even if a vehicle just came off the showroom floor.  This is why we offer warranties and offered this to the customer as well.
  
  Out of all the emails about this issue no were do they state they will replace the pump “free of charge”. When I first reported the problem to them on October 2nd, they never offered to get the car and fix it. Am glad they didn't and I saw the poor workmanship they did in the wiring for myself. It is so poorly done and dangerous I have to wonder what they would have done to get the car running and back to me as fast and cheaply as possible. Again this has nothing to do with a failed part. This issue shows a total lack of understanding and/or complete disregard for properly installing electrical devices and safety issues associated with them.
  
  (Continuing with KG Performance's reply to BBB pasted below:)
  For the customer to state that we put his family and others in danger and he’s happy he didn’t die, is absurd.  He has stated to us multiple times the satisfaction with this vehicle, has driven it 1000’s of miles, we have driven it 100’s of miles during testing, and he has now faced an issue, that we were willing to fix, but he would not allow us to do so.  Had the customer had us bring the vehicle back to the shop, we would have diagnosed the failure, whether it be the fuel pump or the installation, would have informed the customer, and properly repaired as needed.  However, this was not allowed by the customer, hence our hands are tied. 
  
  A burning connection inside a cars gas tank is most certainly a danger! I sent them seven photos of the connection in the sending unit that had burned, they have them. I have more and video as well. Again they keep saying they are willing to fix. But at no time in any of the emails have they said they were coming to get the car and the first time I hear they will do it free of charge is in their response to the BBB. All I was ever told is they would warranty the pump and up grade it if they agreed to it and assist a local shop to do the work.
  
  (Continuing with KG Performance's reply to BBB pasted below:)
  We will not be buying the vehicle back from the customer, and we’re sorry he is now financially in a place where he needs us to do this, but we are not in the business of building customers vehicles to their requests, and buying them back.  The customer agreed on the original quote and was well aware and informed that we had never done this particular build before, so the quote could change, or we could run into issues.  The price did change, and the customer was aware of it along the way.  In order to do the customers requested project, it took many parts and hundreds of hours of labor.  We never MAKE  customers do anything they don’t want, and the customer can choose to stop the project or modify it anywhere along the way.  We are not in charge of the customers’ financials, they are.  This was his dream car, and we built it to his expectations – which he clearly stated to us in multiple communications. 
  
  Once they had started the work I had a car that had been taken apart and no longer ran. The old engine was out and the new engine was in and not running and they kept telling me they needed more money to finish the build. Doing engine swaps into car is what KG Performance claims to do, look at their web site. We did talk about the fact that they never swapped a GM direct injected LT engine and it would be a challenge. But when they pulled it off it would be something they could market , quite a feather in their cap, not many shops do these yet. **** convinced me he would see it through and now he won't. But he is all to happy to keep the money.
  
  (Continuing with KG Performance's reply to BBB pasted below:)
  We have done all we can by offering to bring the vehicle back to our shop, diagnose the issue with the fuel pressure, replace the faulty fuel pump, all of which would be at no cost to the customer – however, he has refused to let us do so, and chose to tackle the project himself.We can no longer offer assistance to this customer, as he will not let us assist him.  We will not purchase the vehicle back, as there was never any agreement to do so if the customer “no longer wanted it.”   
  At this point, we are discontinuing any communication with this customer.
  
  Again and again in their letter to the BBB they say they offered to bring the car back to the shop and fix the issue, That they “stand behind our work and craftsmanship” but It is no were to be found in any of the emails they sent. The closest they come is in the email dated Oct 2, 2023 at 2:04 PM. In that email only offer to warranty the faulty pump and pay the difference for an upgraded one if **** and I think the current one is to small. And I could take the car to a local shop and they would assist them. No placed in any of the emails do they state they will come and get the car and fix it for free. They do not offer to pay for towing to a local shop or pay for them to repair the car, just to assist the local shop. It has not been until I read it in KG Performance's reply to the BBB that I have heard they offered to bring the car back to their shop! I have asked they take the car and fix it in later emails, however after seeing their workmanship first hand, I need assurances it would be done correctly, no half measures.
  
  KG Performance's fabrication and mechanical workmanship seem to be of good quality and I repeatedly told them so. Nothing rattles or has fallen off the car so far, but I have only been able to drive it for three weeks so far.
  
  ****'s total lack of concern for giving one of their customers a car with a electrical connection burning inside the gas tank frightens me. He seems completely comfortable with the fact that the electrical work they performed on a customer's car had no were near the capacity to safely handle the loads they placed on them. A connection burning inside the gas tank seems and he seems fine with it. He does not even consider if they do not do the work properly peoples lives may be put at risk. If an car engine quits do to poor electrical work the car will loose power breaks and steering. What if it happens at a school bus stop, crosswalk, traffic intersection, a curvy mountain road or during rush hour on the highway? He doesn't show any sign of caring in any email to me.
  
  I do not see anywhere in the email communications between us that KG Performance's claims of offering to resolve the issue buy bring the car to their shop and fix it for free, or their claims of standing behind their work have any merit.
  
  But the bigger question here is not my problems with my car and KG Performance, it is all the other customer cars they have worked on. Have any of them had or are yet to have problems that could injure people or endanger others? If the gas tank on my car exploded while driving would it ever be known that the poor work done at KG Performance was to blame?
  
  They need to step up and accept responsibility for the problems they caused by not doing work properly. They need to learn to perform electrical work correctly and understand the safety issues involved. They kept saying in their reply to the BBB they offered to do the work for free, but I can find nowhere in any of their emails to me were this is true. I may be willing to give them a second chance if they are willing to try. But **** needs to change his tone and accept responsibility.
  
  Sincerely,
  
  ****** *****