ComplaintsforGarrett Tuning, LLC

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid Garrett Tuning $450 to perform a SKIM delete on an ECM and when I got it back from them it was still inoperative I verified that the ECM was still locked up and contacted them and they wanted me to send it back to them so they could figure it out and I did. then after they had it fore a few weeks they stopped taking my calls I left several messages and e-mails "the e-mail I was replying to was the one they emailed me from so I know it is the correct one. after they had the ECM for 6 months I had someone else call and inquire and they told them that they don't know where it is, then we checked back a few days later they still said they can't find it but then miraculously it shipped out, when I got it back it still is locked up and they refuse to give a refund. a very unprofessional way to run a buisness.

  Business response

  04/16/2024

  We worked through the issue with the customer to the fullest extent possible.  Their engine computer was at our location for an extended period after the customer decided to send it back to us to see if we could double check our work. Unfortunately, their unit had physical damage and the programming service they purchased from us (that we performed) did not fix their issue.  We informed them that we thought the unit could be the issue but didnt hear back on how they wanted to proceed.  Some months later they called and asked if we still had it and could we send it back.  It took a couple of phone calls for us to figure everything out.  We initially had trouble finding it as it didn't have a current order for them in our system.  We were finally able to locate it, and checked everything once more, we then shipped them back their unit.  We can not issue a refund if it doesn't fix their problem.  Our service pertains to the programming which we checked multiple times as a courtesy.  We would recommend a replacing the ecm due to the physical damage of the unit.  We would be happy to issue a store credit for programming of a replacement unit or for use on something else in the future. 

  Customer response

  04/18/2024

   I am rejecting this response because:
  
  Every time I called the phone number that they previously provided I was sent to voice mail and I left messages that they never responded to, until I had someone else call them from a different number and only then did they give any answers! they ignored multiple emails that I sent asking about the status of the ECM. I attached copies of the emails that I sent them. The ECM was tested by another company that did some other work on the chassis computer and they found nothing wrong with the ECM but they didn't have the capability to delete the SKIM which is why it was sent to Garett tuning in the first place. 

  Business response

  04/23/2024

  We performed the service, Sent you the computer back.  You sent it back because you continued to have issues, some months went by with no communication. When you did get with us we we didn't have an order in our system pending for you which is why it was difficult for us to get you a timely update.  We aren't disputing that and apologize for the delay.  Once we got it together we did what we could to help and sent it back promptly.  If you need any other help with a replacement or other please let us know.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sent my ECM engine control module to garretttuning to have it worked on and now I can not contact them. From my file. Garrett Tuning - Factory and Performance ECM Programming ***************************** for ECM rebuild ect. CONTACT INFO Phone: ***** ******** Email: ************************* ADDRESS: Garrette Tuning ** **** ***** ********* * **** ***** #1- $125.00 to remove passlock2 security + RETURN SHIPPING I am: ****** ******* *** * ********* ***** ***** ***** ********* ***** PHONES: Landline: ********** CELL: ********** EMAIL: Home: **************************  I check every day. Cell: **********************  Almost never check Truck is: 1998 GMC Somona 2.2 Engine. ******** *** SAYS A 1999 ID NUMBER SO ECM IS A 99 Vin #: * **** ****** ******   On Drivers Door Trk. Service Parts # is: ********** My OLD ECM part # is: Delco J1 Blue Electro CKRK ******* hdw # ******** ckrk We've sent you an email with a link to update your password. Never got it and support at Garretttuning did not send it to my pc or cell. 12-29-202 and GT says I have no acct there . Big mess. I have mailed you my ecm 12-21-22 by *** ** with return postage. It is a 1999 GMC somona 2.2 ecm according to ******** *** . I enclosed all information with the ecm package. Let me know you $ charges. I was told $125.00 initially. i WANT THE PASSKEY SECURITY REMOVED FROM IT.    PLEASE RESPOND.  ****** this was sent 12-22-22 to Garrette. Address not found Your message wasn't delivered to ************************ because the domain **************** couldn't be found. Check for typos or unnecessary spaces and try again. LEARN MORE cant contact ******* Subject: cant contact you From: ****** *******  Date: 12/29/2022, 11:42 AM To: ************************  I cant contact you by phone or pc.   Please contact me concerning my ecm. ****** *******, phone ********** or email, **************************  I sent them my new ECM to work on.

  Business response

  12/29/2022

  The Email you have for us is wrong.  You are missing a T.  The correct email is *************************

   

  We will be back in the office on the 3rd of January.  What is your order number?  

  Customer response

  01/01/2023

   I am rejecting this response because: It was just not simply a wrong e mail.  I have been able to get on the Garrette support/site ect.and send them a message 12-31-2022 following.
  
  
  Hello, I am just now able to get in contact with you. I could not reach you by phone or get on your site. No idea why.  There was supposed to be an e mail sent to me with a link to update my pass word which I never got. then 12-29-2022 GT site said  I have no acct. there. I was told to send my ecm to you with return postage and whomever answered the phone said they would be looking for it. I was given no order# at that point. I mailed the ecm 12-22-2022.  *** ** says the ecm has been delivered. It is somewhere at your factory. It is new and has my name on it.  I simply wish to pay you , have a means to do so ,have the passlock removed and shipped back to me. I was quoted $125.00 fee. My trk is down. I have applied  for an account 12/31/2022  again to be sure.  I will be waiting for your response. Thank You, ****** *******

  Customer response

  01/04/2023

  [BBB Transcription via Email]

  ****** ******* <**************************>
  Jan 3, 2023, 3:12 PM (17 hours ago)
  to me
  
  ********, This is my current status on Garretttuning as far as online contacting them. There is no way to get an order number from them on their support site which they asked for and I was never given per my phone call to them when setting up to have the work done on my ECM . As of todays date 1-3-23 they have not made any attempt to contact me as they said they would return to work today I gather from the holidays. All that is left is a phone call which I have no provisions to record at my home. Not good with these people as the original set up to have my ECM worked on was done by phone. My phone **********, my e mail ************************** . Thank You and yours for your work in replying at once. ****
  
  BBB ****** ****
  
  ID# ******** submitted 12-29-22
  
  ******** ********
  
  **********************
  
  phone: ********** ext. ****

  Customer response

  01/04/2023

  [BBB Transcription via Email]

  ****** *******
  11:24 AM (17 minutes ago)
  to me
  
  ********, Thank You for a fine job. I am sending you the latest info from Garretttuning and you may want to pass this to ******. ******
  ********’
  
  I contacted Garrettttuning 1-3-2023 ,3:13 pm. Per phone. Per **** , he said he does not like ******** *** for his own reasons and told me the unit I bought from them had been painted on the inside. Supposed to be new??? Separate issue. We did arrive at an agreement for him to send me an invoice so I can pay him to try and remove the passlock security. A person probably named **** that used to work there per **** , quoted me $125.00 charge so he will honor that rather than their $200.-$300. charge. If he can not do the job he will send my ecm back to me.
  
  INVOICE #****
  
  
  
  Complete your purchase
   
  
  Complete your purchase
  
  or Visit our store
  
  
  
  
  
  Order summary
  
  Programming Service VATS Delete × 1
  
  $125.00
  
  
  Subtotal
  
  $125.00
  
  Shipping
  
  $25.00
  
  Estimated taxes
  
  $0.00
  
  Total
  
  $150.00 USD
  
  
  
  
  
  
  I sent a reply the $25.00 return ship was supposed to be in the box I sent garrette in the first place. If not so I will pay the return ship price. 1-3-23
  
  
  
  ORDER #****
  
  
  
  Thank you for your purchase!
  Hi ******, we're getting your order ready to be shipped. We will notify you when it has been sent.
  
  
  Confirmation on $150.00
  
  **** said the return postage I sent in the first place may not work with their system. I sent the full $150.00 and used my credit card. To get the ball rolling. 1-3-23

  Customer response

  01/09/2023

  [BBB transcription via email]

  
  
  Just giving you feedback on my case ID ******** with ***************** . Their garrette order # **** My ECM was returned to me 1/9/2023 at my home. Now to see if it works.They did have a fairly fast turn around. Please than ******** for good service. ****** *******  1/9/2023.
  

  
  

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I completed a purchase through PayPal to modify a computer for my vehicle. They tried to upsell me things I did not need after the purchase and I chose not to use their service. I asked for a refund ($140.00) and they told me they had started prepping another computer for me which I did not authorize nor purchase from them. They have refused to refund my money. This is a dishonest business and they have stolen money from me. I would simply like a refund for a service I paid for that they never performed because I did not even send them my computer for modification.

  Business response

  07/21/2022

  We did not try to upsell you on anything.  We told you what you would need to do the job the correct way.  You didnt like it and if you want to cut corners that is completely fine, its your project.  You ordered a service which we had already purchased licensing for in preparation for the service to be performed.  You then said that you needed a computer which were able to accomodate you on at the cost of the computer itself. You were in the process of deciding whether or not you wanted to have the other recommended services perofrmed along with the additional purchase of the ecm.  You had multiple people call us who are helping you with the swap and we relayed all information the them as well.  You then changed your mind on the ECM that you wished to purchase and wanted a refund which we can not offer due to the fact that it is a service and already have upfront expenses incurred.  
  
  
  
  If you would like to send a computer to us to have the service performed as it outlines in the original purcahse that is fine and we will perform that service.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 04/11/2022, I placed an order with Garrett Tuning, Order#****, in the amount of $314.95. The item was an ECM for my 2009 Chevrolet 2500HD Silverado. The part arrived within two days. When the part arrived, I was advised by my mechanic that I did not need an ECM to repair my truck. I had not opened the package because I was not sure if the part was actually needed or not. I had been told that the symptoms that my truck had, indicated that it probably was a bad ECM. That is the reason I placed the order. At the time, I was preparing my truck to sell because I was diagnosed with cancer and did not want to leave my wife in debt. I was liquidating as much of my personal property as possible. Once my truck was repaired, I sent an email to Garrett ****** (** ***********, *********, ** *****) support. I sent the email because there was no return policy listed on the website. The only contact information was the business phone number and the *********************************** I sent the email on 04/29/2022, asking what the return policy was and where to ship the return. I received no response. Several days later, I called the business and spoke to an employee. He advised me that they did not accept returns unless the part was defective. I explained that I had not opened the package but he said it is their policy. On 05/05/2022, my wife asked me if I had returned the part and I advised her what I had been told. She too went to the website to see if I had overlooked the return policies. She advised me that there was nothing about return policies on the website. I told her that I had checked too and did not find any information regarding returns. She called Garrett ****** and spoke to an associate. She explained the situation regarding not needing the part and that her husband had terminal cancer. She told him that no return policy was on the site. He was rude and told her that he did not have time to argue. He told her that he would not provide a refund. Beware of this business.

  Business response

  05/06/2022

  First of all I want to say that I am sorry for your diagnosis.  As someone who has had multiple family members suffer the terrible fight with cancer I am sympathetic to what you must be going through.  As far as our return policy is concerned we will exchange the *** for you if defective.  We stand behind our components in all circumstances when it is possible.  Due to the fact that we need to program the units specific to your vehicle as well as the units being an electrical component we are exchange only and do not issue refunds.  This was all disclosed at time of purchase during our initial phone conversations.  If you need to exchange the part for a replacement unit please contact us and we will be happy to help you facilitate the exchange.  

  Customer response

  05/09/2022

  The initial purchase of the product did not include any information regarding a no return policy. Additionally, I was only told about the no return policy after sending an email asking about where and how to return the product and received no response. I followed up the email withe a phone call and it was only then that I was told. My wife contacted them and they advised her that they only replace defective equipment but no refunds. She advised him that there website does not have anything written regarding returns. The man stated that he could provide a web page attachment that shows this. She told him that she was on the website and asked where it shows that there is an attached web page for returns. He said to give him her email and he would send an attachment page. She said that if there is an attachment page, why is it not indicated on the website? He became rude and said that he wasn't going to debate because he was at lunch. She said if you have a no return policy page attachment, it should be on the website. Otherwise, how is the buyer supposed to know? He again had no answer and said the he wasn't going to argue the fact. My wife stated that she would be filing a complaint with the BBB and he said go ahead.

  Business response

  05/09/2022

  If you have any other needs with what you believe to be a defective unit and need a replacement please let us know, we will be happy to facilitate an exchange otherwise we wish you the best.  

*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. ↩