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:09/21/2023

  Type:Service or Repair 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 my brand new aftermarket exhaust about 9-10 years ago after doing extensive research on the company and the fact they have a lifetime warranty. Fast forward 10 years post purchase I hit a pot hole in the street which caused the exhaust to separate from the mid muffler. I was more than willing to purchase a new one and did proceed with the purchase of two new pieces out of pocket after getting denied a warranty claim because I couldn’t show proof of purchase from 10+ years ago. One of the pieces (left rear muffler) they sent does not match the old piece on the right. The piece is slightly different and flares out a bit on the right, this is causing me to not be able to attach the exhaust tips properly. I contacted the company to help me rectify this issue and after a week I have gotten no response or updates on what is being done. I feel like they are just wanting me to drop the issue and forget about it. My car has been in the shop for over 2 months trying to resolve this issue. I am extremely frustrated that no one has contacted me with a resolution, I have been more than fair paying for the two pieces that I was denied warranty coverage to, but the issue is still not resolved and has no end in sight. I just want my car back and have it be in a drivable condition. The pieces have all failed due to rust and should 100% be covered under their warranty program. I have been meticulous with the care of my car and to be treated like this is an awful customer experience. Once again I just want this issue resolved asap and for the company to stand behind their product. I appreciate the help and assistance.

  Business Response

  Date: 09/27/2023

  The customer *********************** contacted us about an issue with his exhaust system, inquiring about a warranty.  He advised us the system was about 10 years old and purchased from a third party Vendor.  The original Proof of purchase is required for all Warranty claims as outlined on our warranty page. We advised the customer that without that documentation we could not process a warranty claim. 

  A  Sales rep. reached out to the customer, discussed pricing and placed an order with the customer.

  During the installation the shop and customer found that the parts we now produce changed over the years and require our new style tips. 

  The customer reach out to the support team again, who directed him to the sales team. 

  The Sales rep. was in contact with him and is actively working with him to resolve the issue. 

  An order was placed 9/28/2023 for new tips and the other rear section needed to correct the issue. We waived the charges as a good faith gesture. 

  The Sales rep contacted the customer, advised him that we placed an order for the replacement parts at free of charge and discussed updating the BBB complaint. 

  Below is the customers response. 

  Please let us know if any other action is required. 
  
  "****,
  I will put in a request to rescind the case once my mechanic confirms were all good. Thank you sir.
  ******"
  
  

  Customer Answer

  Date: 10/10/2023

  Will I be able to honor my word and withdrawal this complaint against the company?  The issue is now resolved.  Thank you.  

• Initial Complaint

  Date:04/10/2023

  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 placed an order with AWE tuning on February 27th 2023. The original order form and the companies website stated that it would take 2 to 5 weeks for product completion. My order confirmation stated 2--4 weeks. I received an e-mail from AWE on March 29th stating that the estimated date to completion would be April 10th, 2023 (6th week). Since updates are not provided on the order confirmation link; I contacted AWE who then informed me that it is ESTIMATED to be complete on April 27th, this puts it into the 8th week of production. This order was placed in "good faith" that the fulfillment would be finished in a reasonable amount of time. I do not want a refund, my desire is to receive the product that was purchased. I find the continued push back and failure to commit to a production completion date to be a lack of good company ethics to their customers.

  Business Response

  Date: 04/13/2023

  AWE had hit a supply chain issue with certain parts used to fabricate the exhaust system.  This caused the lead time to be extended. We were able to ship the Exhaust system yesterday.  Below is the tracking number for reference. The estimated delivery is April 13, 2023.
  
  We will investigate any break in communication that occured.
  
  Please let us know if there is any further action required.
  
  Regards,
  
  *****************************************************************************************
  SO#******

  *************************

  Customer Answer

  Date: 04/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:04/10/2023

  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 an AWE Switchpath Exhaust system from AWE's Ecommerce site for $2,163.90 on March 6th, 2023 with the order number of ****. The business provided a timeframe of 2-4 weeks for production. I emailed AWE on Thursday, March 30th 2023 asking for an update. AWE responded the same day, March 30th 2023, stating that they ran into technical issues that were affecting planning and to check back in with them in 72 hours if they hadn't responded by then. Receiving no response within 72 hours, I emailed back again on Tuesday, April 4th 2023 asking for an update. I received no response and emailed again on April 6th 2023, again asking for an update. Still receiving no response on April 7th 2023, I called the support number twice and left a voice mail asking for someone to call me back. I have not received any communication back from AWE since the email on Thursday March 30th 2023. I would prefer to receive a shipping number to verify the product is complete and on its way, but if that is not possible, I would like a full refund as I have not received the agreed upon product that was purchased.

  Business Response

  Date: 04/13/2023

  AWE had hit a supply chain issue that caused certain SKUs / builds to have longer lead times then anticipated. We were able to ship the Exhaust system yesterday.  Below is the tracking number to reference. The estimated delivery is April 13, 2023.

  We will investigate any break in communication. 

  Please let us know if there is any further action required. 

  Regards, 

  **************************************************************************************************

  SO#******

  *************************