Complaints

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• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair 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.

  01/31/25 $1575.00 Diagnostics of a mechanical issue I had the car at Surgeline tuning to get some modifications done but wanted mechanical issues resolved before putting money into the modifications. They told me they couldnt find an issue even though it was a consistent malfunction. They installed the modifications and my car still has the same issue that I brought it to them for originally. They wont take the modification off to put money towards part as I am now past my 30 day return policy. I brought this to there attention middle of February and they told me to give them a chance at figuring it out. they diagnosed it Saturday 3-15-2025 and need another ******* to fix issue. told them to take modification off and put money towards fixing car right, they told me no.

  Business Response

  Date: 04/17/2025

  (1) - Mr. ******** came to us originally in December of 2024 to perform some basic service (spark plugs, engine oil change, transmission fluid change and rear differential fluid change), originally he asked to have us do a post purchase inspection on the vehicle but ended up declining to have us do that service when he arrived for his appointment. This is all documented on Invoice #*****. There were no customer notes regarding this appointment, nothing mentioning that he was likely chasing an issue, and also no noted smell of rotten eggs.

  (2) - In January of 2025 Mr. ******** had us perform an intake valve cleaning on his vehicle and no other services which is documented on Invoice #*****. Just as his previous visit there were no customer notes regarding this appointment, nothing mentioning that he was likely chasing an issue, and also no noted smell of rotten eggs.

  (3) - In February of 2025 Invoice #***** Mr. ******** came to us to determine if anything felt off to us while driving the car and asked if we could determine why his car was surging and struggling to keep accelerating at times in 3rd-5th gears. He asked we check this issue prior to installing the Stage 1 **** Performance Package (which in fact was not in stock and had to be ordered in which was also on back order and took several weeks for us to receive). We test drove the vehicle and to us we did not feel as though there was anything of notable concern with how the vehicle drove, as well we mentioned to Mr. ******** that we rarely drive bone stock cars, but his car had nothing that really stood out as being an issue. In addition to test driving the vehicle we hooked it up to our smoke test machine with pressurizes the entire intake tract system on the engine and injects smoke, allowing us to find any and all vacuum or boost leaks that could be present. This test determined that there was no leaks found that would prevent us from believing he can proceed with purchasing the Stage 1 package. As on the previous 2 visits and invoices there was never any mention of a rotten egg smell, nor was there one present when the car was here for diagnosis or installation work.

  (4) - March of 2025 Mr. ******** had made an appointment and was wanting to have us Professionally tune the car on our dyno using our software to custom calibrate the ecu mapping, prior to any car going on the dyno we do a full inspection of the car (worth noting that this inspection we do is the same exact inspection that we do on pre and post purchase inspections that he declined to have us perform on his very first visit with us back in December of 2024). It was only on this appointment that there was any mention of a rotten egg smell coming from the car. From myself being in the automotive industry for over 20 years professionally and having been working on cars for the last 30 years, a rotten egg smell would have been a dead giveaway to immediately go after a failing catalytic converter it determined that we should in fact start with testing the cats in the car. To do this we use a temp gun to see if the temp differences from the entrance and exit of the cats are greater 100 degrees on the outlet of them vs the inlet. Upon this test we found that the rear cat was in fact failing and showed a temp of 100 degrees hotter on the inlet of the cat. Upon delivering this information to the customer and letting him know we could not proceed with a tune until that was solved he said that he understood and would try to sort a replacement on his own since legally we can not sell used cats.

  A few days after leaving Mr. ******** called and spoke to ******* here stating that he wanted a refund for the stage 1 package and install we did since we were not able to find out his car was failing on that visit. He was informed that it had been too long for him to simply demand this type of refund, as well as he was informed that we had been very transparent every step of the way in our diag work done and what we did and did not find. There is no crystal ball or magic X-Ray machine that allows us to find every possible problem a car has or is going to have, in no way do we feel we lied to Mr. ******** or mis-represented ourselves to Mr. ******** thus resulting in our decision to not give in to his demands of any kind of refund or credit.