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:05/13/2024

  Type:Delivery Issues
  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.

  I purchased the product from SFT on 3/26/24 with 2nd day air mail and a note to leave the package inside my mud room, along with a passcode to enter. Their policy is shipping in 3-10 business days. On 4/17/24 I received an email stating the item had shipped. I finally received the item on 4/23/24, so much for 2nd day air mail and so much for the item being left inside. My package was soaked from rain when I got home the next day, 4/24/24. I immediately plugged the item in and sent them the information to be tuned on 4/24/24. They state a ***** hour turn around, its currently 5/10/24 and they wont reply to the email I sent out on 4/30/24 or 5/7/24. I would like a full refund including shipping.

  Business Response

  Date: 07/01/2024

  Any issues with the delivery you will have to contact the delivery company. We sent you your file and haven't received any other emails in regards to this. We cant your refund you,  the device locks it self to your vehicle and we have already sent you the file. Your device is completely unusable now. We haven't received any other email from you other than when we sent the file and the *** complaints. see attached.

  Customer Answer

  Date: 07/03/2024

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

• Initial Complaint

  Date:05/06/2024

  Type:Product 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.

  I purchased a tune kit for my 2016 Ram 1500 ecodiesel at a cost of $900. The system had a malfunction and has to be retuned, but can only be done with the assistance of this company. I have tried for over 4 weeks to get them to contact me. I have even tried to pay the fee that they requested on their site, but their PayPal account is not functioning properly. I have been without the use of my truck for 4 weeks and no one will return my emails (other than generic responses) and no one will contact me by phone. It is impossible to speak to anyone directly because no one will answer the phone and I have sent approx. 10 emails to the emails listed on their website and called the listed business phone over 30 times. I would like for them to refund my money or provide me the assistance to have it corrected. I am willing to pay the fees noted on their website

  Business Response

  Date: 06/28/2024

  The customer used our product and ran it fine since 2020. He did not following the instructions of removing the tune from his vehicle and reverting it back to stock prior to taking his vehicle to the dealership and locked his tuning device. He threaten to file a complain with the *** and possible takes us to small claim court which we as business due not appreciate threats and refrain from providing service to an individual at 100% at fault for not properly following procedure then threatening us. He ran the tune since thanksgiving 2020 and now wants a refund four years later after his own mistake is completely out of line. The website is fixed and if he really wants to fix the issue we would have to pay for a replacement device and update fee, and we would be willing to provide the update when he pays for them.

  Customer Answer

  Date: 06/29/2024

   
  Complaint: 21601023
  
  I am rejecting this response because:

  The gas gauge  on the truck broke and it caused it to run out of gas, subsequently for whatever reason the truck showed a lot of error codes because their tuner failed. They say it could not happen but the dealership I took it to said it did. I could not get it to accept any retune and tried to contact their company for almost a week by phone and email but no one would return my messages. The dealership said the truck had to be picked up. The only way for me to get it back to my residence was to have them reprogram it with a factory setting, but that was only good for 60 miles. ***** that I was able to drive it home and try again to contact their company. Over a period of two months I tried over 40 times by email and phone to get them to send me a corrected file, and I was even willing to pay for it. Only one time did a receive a call back and he said he had to check with a lady but the cost would be $250. I said that is fine, I just need my truck fixed because I use it for work. I never heard back from anyone, despite almost daily attempts. I wrote down everytime I attempted to contact them. I even recorded their phone messages. It was the same story,We are experiencing staffing issues so you have to call on the weekends. I called numerous times on the weekend and no one answer. ***** two months I could no go without the use of my truck for my business anymore, so I had to subsequently order another tuner for $1,000 which fixed the issue with my truck. Two days later, I received a message that they would send me another tune for $250, which I believe was caused by me leaving negative feedback about their company on some chat groups and websites.
  They say I threaten them. Please prove that. I was exercising, and will continue to exercise, every legal option available to **** did file a BBB complaint and a ************************ complaint and I will file the small claims court case in July. Those are not threats, they are promises, as they are the legal options I have every right to.
  Now they have admitted that they did not respond to resolve it because I threatened them by telling them by you not responding I have no choice but to file these legal remedies and they cannot prove anything about a real threat and they know it. The judge in the Small Claims case is going to love this excuse that they cannot prove it in any manner.
  Their own FB page is full of similar complaints about problems and them not responding. I have taken pictures of them because I know they will be deleted before I get them in court. I am trying to organize enough of them to have a class action law suit against this company. That again, is not a threat, but a promise, because it is my legal right as a US citizen,apparently something they still see as a threat.  I offered them a remedy, but they refused. Please leave this complaint open as unresolved and an Frating on their BBB. They did not even respond to the BBB complaint in the required amount of time, It was almost a month later. Not responding is the reason they are in this situation and continue to receive complaints and negative feedback.
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/01/2024

  ***********************,

  I guess threaten is a the wrong choice of words. Then I guess the best way to phrase this is you choosing to take legal action against us for not being able to provide a new service to you. We already met our service commitment when we provided our service and file to you 2 years ago. We were having multiple issues with with our PayPal account and were closed for some time and now things have been remedy. Unfortunately this happened during the time frame that you needed help I dont think its fair to have us pay for your mistake and have us pay you out a few years later.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21601023
  
  I am rejecting this response because:
  

  I have explained this over and over again.  Your product malfunctioned when the truck ran out of gas. It through all kinds of codes and went to limp mode and was not driveable. I had to have it towed to the dealership. The dealership said the tune apparently malfunctioned and suggested I contact you for a resolution. You say it couldnt happen and the mechanic said it did. As evidenced by comments on your own FB page and internet, this has happened to others.  I tried for about 5 days to contact your company by phone and email, to no avail. The dealership said I had to come pick the vehicle up and the only thing they could do was reset the tune to a factory setting which would be good for 60 miles and after that it would not start. I NEVER had a chance to reset it to factory settings as you implied. It did not recognize it. So please stop making the claim that it was my fault by not resetting it to Factory Settings before having it serviced. My only choice was to get it home and contact your company for a resolution. I tried for over 3 months. I sent numerous emails telling you that I would pay for it and pay for a technician to walk me through the process. You never responded until 3 1/2 months later and approximately 3 weeks prior to that I had to purchase another tune from a different company because I could no longer do without the use of my truck for my business.

  You have lied about me threatening you and your lying about your PayPal account being down for 3 1/2 months. No business has ever had Paypal down for that length of time. There are certainly other ways it could have been paid and ways to communicate with people trying to resolve an issue.  faulty product and and absolutely no response from your company forced me to spent $1050 for no reason other than that. Keep writing responses because it just provides me with information to present to the Judge when I come out for Small Claims court. First you didnt respond because I "threatened" you, now you say you didnt respond because your PayPal account "was down" this whole time. Putting simply you had a faulty product, but I was willing to pay all the expenses ($250) to resend a tuner and $75 an hour for a technician to assist me, no matter what the cause was. I dont know how you can argue that. I have the mechanics info and diagnosis and will bring it with me to court. There really is no need to respond anymore

  BBB please accept this as my final response to this and classified this as unresolved with an F rating and I will continue with the other legal options(Promise not a threat). I am going to file for the cost of resolving this as well as lost business revenue and rental costs because of the loss of use of my business truck. I offered you a resolution and that is my only offer.

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