ComplaintsforExcelerate Performance

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business is a car performance shop. They advertise being an authorized dealer for ***** Performance Tuning. I brought my *** *** here on 2/11/2022 for a ***** Performance Tune. They sent my car’s ECU to ***** ******* to have them program the ECU and according to *****, the ECU arrived back damaged, which they notified ***** about. They installed the damaged part regardless. They told me the car was ready and I paid $762 and took the car home. On 3/3/22, 8 days later, my car misfired on the interstate and I returned the car to them for repair. There was a laundry list of issues with the car to prevent it from running, that did not exist prior to my business with them. They notified me that the ECU was damaged and offered to cover that cost; however, the ignition coils, high pressure fuel pump assembly, Front Power distribution box, all were damaged and had to be replaced at my expense, in addition to multiple diagnostic charges to figure out the issue. They assured me it had nothing to do with the ***** Tune. Nearly 3 months later, my car is still there unfixed, and they notify me that the ***** tune was the issue. I called ***** to complain, Mr. Comacho on Friday 6/24/22 (###-###-####). He explained that they instructed **** not to flash the tune in the new ECU or it will damage the car, and sure enough that is what happened. They had to get a new ECU from *** *******, which was on back order and took 5 months. All this time I am without a car and was forced to purchase a car to commute to work. They returned my car in 11/15/2022 for a bill of $2,212. My car has a multitude of issues now so I took it to another local shop to analyze the car. The shop claimed it was the ECU and suggested I return to ****. I notified **** and they said they could not help me because I got a 2nd opinion. I am on the hook for all these new repairs and my car is worse than when I brought it to ****. I have requested compensation for my bills but **** refuses to cover any cost.

  Business response

  01/12/2023

  Mr. ***** approved a performance tune on his vehicle. An ECU tune is a performance upgrade and does not fix anything defective on a vehicle. The ECU tune by ***** did cause an issue with the ECU. The ECU was replaced at no expense to Mr. *****. Additionally, the FEM module, programming associated with ECU and FEM replacements, hours of labor, programming subscriptions with ***, diagnostics and other parts were repaired at our expense at no cost to Mr. *****.  Everything that was a result of an issue with the tune or an issue created by us  was taken care of at no cost to Mr.****, which was valued at over $4,000.
  

  We understand that the scenario was unfortunate and we apologize for the inconvenience to Mr. *****. We did our best to make it right. Ultimately, a third party tune damaged his ECU, but it was taken care of at no cost to the consumer. The tune on the ECU did not damage Ignition coils and the fuel pump. Those are separate issues.

  
  ***** decided to not move forward with the Tune in the end so it was refunded to him via check which was cashed and picture is attached. So that was also refunded. 
  We also are willing to guarantee our work. Our guarantees are display on our all our repair orders and customers must sign before our work begins. Our guarantee specifically states that we guarantee our “workmanship for aftermarket or performance based installations is guaranteed for 3 months or 3,000 miles, whichever comes first. The guarantee is valid ONLY if the vehicle is returned to our facility for repairs. The warranty/guarantee is void if there is any evidence of neglect, misuse, or abuse contributing to any failure. The parts warranty is based on and by the manufacturer. If there is a manufacturer defect, we will work with the manufacturer to get a replacement and seek reimbursement for labor. If we cannot be reimbursed, the customer will be liable for labor to replace the item at a warranty labor rate and warranty time, unless the issue is related to our workmanship, which means we will cover the cost of the replacement. If you supply your own parts, we will not guarantee parts or labor.” 

  
  Additionally, below is the text conversation he had with our business.. However, clearly stated and signed by the customer if the vehicle is not brought back to us to resolve the issue we will no longer be responsible. However, evenl after saying he took it to another place (against our terms) we offered to set up time to get the vehicle back to us to see what could be done for him. There was no response from Mr.*****.  After more then a month passed he had told us his car is sitting at another shop and we should be responsible for the bill they are quoting even though they have not yet looked at the vehicle or touched anything we had performed work on. If Mr. ***** wants the issues resolved all he had to do was simply bring the vehicle back to our shop and work with us. 
  In summary, everything he was charged for was work the vehicle needed and everything we were responsible for was 100% covered at no cost. Yes unforeseen issues happened but they were handled and paid for by our business. We are sorry for the inconvenience to him as it was a difficult process for all sides in resolving this matter for him, due to long waits for a part from Germany. However, if there are issues with our work, he needs to return to our facility so we can determine that and make it right. He stated if there were more issues he would reach out and never did. 
  

  
  

  Customer response

  01/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Hello, ****'s response mentioned that I had decided not to go through with the tune and that they had reimbursed me for the tune.

  I am rejecting the response because I was only partially reimbursed for the tune.

  To clarify, it was recommended by the Service Manager (Steve) to not go through with the tune because he was afraid it was damage the new ECU. I agreed with his suggestion and the tune was not applied.

  **** did work with me to get a refund for the tune; however, only a partial refund was given. I have attached a PDF of the check I was given, in the amount of $265.88. When I picked the check up, I questioned the amount, and showed them the invoice (RO #*****). This invoice totaled $762.80 and includes both the tune and the labor. This was the value I was expecting. **** acknowledged the price difference, and told me to cash the check and they would contact me when the new check is available for pick up.

  Even if they reimbursed me for only the tune, and not for labor, the value is still listed as $300+tax. **** was unable to identify where they came up with $265.88.

  I called **** on Friday 1/13/22 for an update on the remaining balance, and was promptly told that I would not be receiving another check for the reason that I had submitted a complaint with the Better Business Bureau. I can only perceive this as a retaliation effort for submitting a complaint.

  While I appreciate the apology, I will only be satisfied if I am provided an additional check of $496.92, which is the difference between $762.80 (RO #*****) & $265.88 (Partial Refund Check).

  Upon receiving the additional check, I will be happy to resolve &/or withdraw this complaint and move forward.

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

  Business response

  01/20/2023

  We can identify the difference between the amounts one line is for labor verbally told him we would look into the labor lines with the vendor, but that cannot be promised. Attached is the picture of the job with the break down. We have decided not to communicate with Mr. ***** on the phone because he is having his staff members and various people leave us fake 1 star google reviews and has made it clear he does not want to follow our warranty procedures.  A check for the labor and shipping totaling $162.11 which would then be a full refund of both the tune and the labor and shipping assosicated with said item.  The other items on the repair order are unrelated to the claim. We will issue the check in aggreeance to sign an NDA and move on. 
  
  
  
  

• Initial Complaint

  10/26/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  2013 ** *** **** *, Brought to ********** for extensive modification. ********** (****) blew the time estimate by weeks, and delivered an unsafe vehicle with improperly installed suspension (among other issues). Car was returned to them for extensive rework - and was delivered with deficiencies again (suspension install issues, alignment mistakes, intake improperly installed), damage to leather seat from alignment machine, headlight level sensor installed incorrectly - causing poor nighttime lighting. Car developed clutch issue shortly thereafter and was returned again to Excelerate. The first time the car was there they ignored my request to install a specific throughout bearing, installing instead the one that came with the clutch (known issues). Excessive clutch pedal force and eventually air in the system from a damaged bleeder valve caused the vehicle to be undrivable. They had to install a new throughout bearing and bleeder block and charged me for the labor and parts. They have since fired the mechanic who worked on my car, then they fired the shop manager who worked on my car. They failed to give me back parts I requested (original down pipe and cat + dual mass fly wheel). Then they charged me for parts and labor to fix issues resulting in their initial install work done incorrectly and with the wrong parts. I would like to be refunded the price of the third visit my car had to go out there due to the fact that the work was only required because they did not install the part I specified, and likely installed parts incorrectly (over torque bleeder valve / failed to bench bleed throughout bearing) which resulted in my need to go back. ********** it 3 hours from where I live in ******* **, I drove 3 hours because of their reputation. Their customer service and communications have been insultingly bad - and they show no real attempt at correcting this issue other than offering discounted parts.

  Business response

  10/29/2021

  Mr. ********* did have extensive work done with our establishment in May of this year and chose to do business with us 3 hours away because of our skillset and reputation.  Shortly after leaving our shop the vehicle did have issues and was returned to us. The vehicle was towed back to us on our expense and loaner vehicle credit was applied to his bill. Throughout the duration of the car being here there was extensive conversation with Mr. *********.  Parts were not requested to be returned when asked. After they are not claimed for 30 days the items are scrapped. When this vehicle returned to us all work was gone over to inspect and correct anything that could have been wrong.  The vehicle was paid for in July of this year, being that it has been 6 months since the original work was performed our warranty period has lasped.  However, we offered to recheck and look at the issue but he chose to perform the work himself.  Prior to the vehicle leaving our establishment our staff member took an extensive ride with the customer to be sure he was happy with the product received. In regards to staffing of our establishment that is irrelevant the policies and procedures of our business have not changed.  In conclusion we covered a tow, covered a rental car, discounted labor times and charged a warranty rate on non warranty items to assist our customer.  We offered to help offset costs in the future and that was the last conversation that was had.

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