Complaints

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• Initial Complaint

  Date:04/08/2025

  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.

  I purchased the product from WedgePerformance on December 20th of 2025 - attempted to use and follow tuning instructions but whenever I used product vehicle would not run properly to do the instructions - first contacted WedgePerformance January 18th via instagram concerning the issue gave little advice or help - contacted WedgePerformance AGAIN via email March 9th explaining the issue I was having with this product I purchased and how im only having these issues when I use the product, and I asked for a correction to this product, in a disrespectful and unprofessional manner, the owner of WedgePerformance replied by directly implying I dont know what im doing and I don't/cant follow directions. -I replied by reiterating the issue at hand and expressing what I needed to be done for a second time, to which the owner of WedgePerformance denied my request (and my request is part of the service/product anyways) and stated the product is not the issue. The product is a vehicle tune that comes with an automatic tune rewrite service via email communication. The instructions require you to log information that an employee of WedgePerformance will evaluate and make adjustments to your personalized tune for you to load into your vehicle again, and start the process over again until they feel the numbers are agreeable with. I was not asking for *** the owner of the company to do anything outside of what is already included in the service. I asked for him review the original tune he sent because whenever I attempted to start the process and follow the instructions, the tune would immediately throw the vehicle into failsafe mode or half engine power mode. I cant proceed with the process if my car wont work. Its very clear that the car entering failsafe mode is not supposed to happen when you load in this product to the vehicle. This was all made perfectly clear to *** ********.

  Business Response

  Date: 04/08/2025

  Our terms and conditions are clear, it's the customers responsibility to ensure the vehicle is in good mechanical condition and they follow the directions within the email to select the correct data logging channels and perform the logs per the directions provided.   The customer didn't follow the directions provided, and the information they did provide indicated there was an issue with the vehicle which needed to be addressed by the customer.  As you can see in the email thread, the order was fulfilled, I proceeded to provide directions to the customer, requested steps to collect the required data, and again requested they follow the directions in the project so we could proceed with tuning.  

  The customer took offense to my communication, responded, then never provided any more feedback.   I tried to clarify the situation and requested the customer contact me directly, but they opted to go down this path even though the order was fulfilled and my terms and conditions are clear.  Once electronic files are provided to the customer with our intellectual property, there is no refund as we have already fulfilled the order and invested time toward the project.  

  If the customer would like to provide the requested data, we would out of courtesy assist with troubleshooting the mechanical issues which is outside the scope of the project the customer purchased, but we try to assist every customer when they have mechanical issues.  

  We tune 800+ cars per year.  Not every car that comes to us is mechanically capable of being tuned without maintenance.  As stated, we are not responsible for fixing or diagnosing mechanical issues, but as a courtesy we will review the logs and customer feedback and try to provide direction.  

  At this time, the ball is in the customers court and up to the customer to provide the requested data so we can identify the issue and provide guidance.  

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23162086
  
  I am rejecting this response because:
  My car is not Mechanically faulty, I only get issues when loading your tune with the error code 29f1. As mentioned, I replaced and inspected all the parts associated with the 29f1 code that only arrives when loading the tune. I also stated that I'm not going to load this faulty tune up and push my car at wide open throttle to 7k rpm just for you to read there's a problem with the fuel pressure, after I already told you the code that pops up whenever I load your tune up, which is associated with fuel pressure. Also, I had the vehicle worked on and released from the shop in October of 2024.

  I do not trust your professional intuition and I cannot trust your tuning methods. 

  I'm hitting ***** PSI off mhd flash tuning with e50, I seriously doubt my car is mechanically incapable of running your tune. After all the money, time and research I've put into this vehicle for you to say my car is broken and attack me, without even taking the time to double check your own work is extremely disrespectful.
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/15/2025

  I honestly don't care what you think *****, you haven't provided any data logs for review.  We tune 800+ cars per year and my terms and conditions are clearly stated, which you agreed to the terms and conditions at the time of order.  If you would like to complete the tuning, I would be more than happy to look at your logs. 

  Again, let me clarify...  The terms and conditions you agreed to at the time of order are legal binding.  I understand you took offense to my comments, that doesn't negate the terms and conditions and the fact that the order was already fulfilled.  So it's your option, you can discontinue the tuning service or you can provide me with data logs and I will adjust the tune accordingly and complete the service as agreed.  Please don't assume that I will hold this against you in any way.  I don't take this personal, I understand that you can't make everyone happy, but the fact you took my comments personal is not my problem.  My directions are very clear and I can't do the work I need to do if you don't follow the directions provided.  If you are confused, ask the questions, I'm more than happy to provide clarification.  There is a reason why we tune 800+ cars per year, so I'm not sure why you have no confidence in our ability considering you are using the software I helped develop and I'm responsible for developing all of the N54 OTS maps. 

  Feel free to reply to the project email with a log and I will review and update the mapping.  If there is something specific you would like done to the tune, let me know.  I don't have an issue with working with you to complete the project, but it's up to you.  I'm fine either way.