ComplaintsforA.W.E. Tuning

• Initial Complaint

  04/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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#******

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

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a $2000 exhaust back in march of 2020 within a couple months cracks in the welds occurred i contacted awe for warranty work they fixed it again within a couple months it happened again they fixed it . I tracked my car (unknowing it voided my warranty) Couple months later happened again they sent out new mufflers and brackets worked for a bit more rattles brought the car back to awe where they had the head engineer fix it 5 days later more rattles tried contacting awe to again resolve the issue was told since the car was tracked i was no longer covered under warranty meanwhile this has been an ongoing issue with their product prior to the car ever seeing a track.

  Business response

  09/21/2021

  *************************** ****** *****
  Below is documentation, outlining a detailed timeline of issues reported by ******* and the action we took to replace or repair each problem under warranty at no charge.  It is to be noted that *******'s car has had additional modifications done to it that could be the root cause for the failures he has experienced with the exhaust.  Our Exhaust systems are designed and built around OE equipment to be used on normal road conditions.  Motorsport usage is hard on parts and is clearly stated on our website as a reason to void any warranty on parts we offer.  https://www.**************/warranty/. 
  During a conversation with a representative, ******* informed him that he participates in racing this car at a track.  Racing a car on the track is classified as motorsport usage.  We have not denied or turned ******* away for any warranty repairs that have been done to his car so far, at no charge. We are happy to work with ******* on getting him pricing and availability for any replacement parts he may need in the future.  
  
  October 16th, 2020 - Customer filled out a form on our website notifying us about a rattler he heard.  After a few emails we decided to have the customer come to our shop for us to inspect the exhaust. 
  November 9th, 2020- ******* brought the car to our shop for us to look over the exhaust.  Our technician found welds broken on rear muffler. He removed the rear sections and installed new parts Resolving the issue.
  December 8. 2020 ******* brought his car back to the shop complaining of a rattle during cold starts.  Our technician inspected the exhaust system.  Found a cracked at the weld on amounting tab.  He removed the part of the exhaust and had our fabrication department repair the part and our tech reinstalled it back on the car. Resolving the issue.
  March 8th, 2021 ******* contacts us to let us know that a weld broke again.  We fabricated anew part and shipped it to him along with new clamps so he could replace it on his own as requested. Resolving the issue
  August 31, 2021- ******* brought his car back to the shop complaining of a rattle. Our technician inspected the exhaust system for damage to exhaust.  Found tabs on rear braces to be cracked around welds.  Our Engineering department fabricated two rear sections with additional bracing to prevent future failures.  Reinstall exhaust and adjust system resolving the issue.

  Customer response

  09/22/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: this has been an ongoing
  
  This issue has been ongoing before this car and product were ever on a track. I also do not compete in racing events, referring to my other aftermarket parts it clearly says your product is made to fit oe AND aftermarket downpipes as for working with me i left emails and voicemails with no response
  Regards,
  
  ***************************
  

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