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:10/08/2024

  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.

  After a Stage 1 ECU and TCU flash by BMP Tuning, an underboost issue emerged, leading to unnecessary repairs and a denied warranty claim. Despite requests for a refund and assistance, BMP Tunings unprofessional customer service and lack of accountability have resulted in ongoing delays and financial burden.

  Business Response

  Date: 10/09/2024

  Your vehicle was brought to us with impact damage, and along with that it was overheating/non-driving outside of pulling it in/out of the shop.

  The 034 Motorsport tune has already been removed from the car as you requested yesterday since you fell within the 30 day return period on the software that you are blaming the damages to your car on, and the funds from that tune have been applied to the balance you owe on the repairs that were made, however we do not feel the tune caused the damages to the vehicle, but even if it did, 034 does not warranty nor provide warranty along with their tunes, simply the tunes themselves.

  I will paste our response on your other complaint here as it lines out the details - warranty companies do not cover warranty when vehicles are damaged by the driver, only when parts are defective/broken on the vehicle under normal driving conditions and we do not lie/manipulate things to get warranty companies to cover anything. An adjuster from your warranty company came to look at the vehicle and they deemed it something they would not cover and I believe you contacted them concerning this and they explained that to you, but I could be mistaken on that.

  It's unfortunate that your experience with us didn't meet your expectations, but allow us to clarify a few things. You brought in a vehicle that was, to put it mildly, in a state of disrepair. It couldn't even be driven due to significant issues with the cooling system and a severe lack of boost. We did our best to identify and address the most critical problems, even with the added challenge of an "intake system" that appeared to be assembled with spare parts and duct tape.
  
  Despite the initial setbacks (including a smashed intercooler and a broken coolant cap neither of which are manufacturer defects), we were able to get your car running. However, during the test drive, it became evident that the damage extended beyond what we initially observed. The turbocharger, likely compromised by the pre-existing damage and lack of proper air filtration, had also failed.
  
  We understand this news was frustrating, but instead of allowing us to explain the situation and explore cost-effective solutions (like sourcing a used turbo), you and your mother chose to unleash a torrent of verbal abuse on our staff. While we empathize with your frustration, that kind of behavior is never acceptable, and we have never in our 13 years of business been forced to call the police on our customer.
  
  We strive for transparency and customer satisfaction. We explain everything thoroughly and obtained approval from you before performing any work. In this case, the extensive damage to your vehicle was simply not something we could have predicted or prevented.
  
  Furthermore, we want to address your claim that the 034 Motorsports Software we previously flashed on the vehicle caused this damage. This is simply not possible. The 034 Motorsports tunes are carefully developed and tested to optimize performance within safe operating parameters. They do not cause physical damage to components like intercoolers, turbochargers, or coolant systems. The issues with your vehicle stem from pre-existing damage and neglect, not from the tune itself.
  
  Regarding your warranty claim, we provided all the necessary information and documentation to the warranty company. Their denial, based on the fact that the damage was caused by external factors rather than a manufacturer defect, is beyond our control. We are not in the business of falsifying information to deceive warranty providers.
  
  Your vehicle is currently awaiting pickup. We kindly request that you arrange payment via cash and retrieval at your earliest convenience. We have exhausted all efforts to assist you and believe it's best for both parties to move separate ways at this point.
  
  Thank you for your understanding.

  Customer Answer

  Date: 10/09/2024

  I am rejecting this response because:   Disrespect wasted time , unnecessary estimates

  Customer Answer

  Date: 10/09/2024

  
  

  
  

  Overview:

  You brought your 2018 **** S5 to BMP Tuning for a Stage 1 ECU and TCU flash, enhancing its performance. After the tune, you experienced an underboost issue.

  
  

  Key ************************************************** and Problem Onset: September 12, 2024. You paid $1,035 for the tune. Your **** S5 developed an underboost issue.

  - Ineffective Repairs and Misdiagnosis: BMP Tuning misdiagnosed and conducted unnecessary repairs, including replacing the intercooler, intake, and transmission service, which didnt resolve the issue.

  - Discovery of Turbo Damage: The actual issue was turbo damage (damaged fins and a seized shaft), which shouldve been detected with proper diagnostics.

  - Warranty and Financial Disputes: BMP Tuning denied your warranty claim for turbo repair, asserting outside influences without evidence.

  - Request for Refund: You requested a full refund for the ineffective tune and repairs, but BMP Tuning hasnt complied.

  BMP Tunings unprofessional and unhelpful customer service has left you dissatisfied with their misdiagnosis and poor service. Despite your complaints, they havent provided a satisfactory resolution.

  
  

  Youre considering legal action to recover costs and disputing the charge with your bank. Youre also seeking to return your car and may escalate the issue through legal channels or filing formal complaints.

  
  

  BMP Tuning hasnt refunded you, and youre confused about the cash situation. Have they refunded you in cash, apologized, or provided a breakdown of how they misguided the warranty company and quoted them half the price?

  
  

  Subject: Urgent Call for Action: Resolution Required for Vehicle Servicing Delays
  
  
  To Whom It May Concern:
  
  
  I am writing to urgently address all parties involved in the servicing and warranty processes of my 2018 **** S5, which has been incapacitated and under the care of BMP Tuning for over three weeks. This ongoing delay stems from a significant turbo damage issue that developed following services performed by BMP Tuning.
  
  
  The extended period without my vehicle has caused substantial inconvenience, affecting my daily life and responsibilities. Given the duration and impact of this situation, I am seeking immediate and collective action to ensure:
  
  
  The prompt and effective repair of my vehicle, ensuring it returns to a fully operational state.
  All repairs and necessary services are covered under the applicable warranty, without undue denial or delay.
  Compensation for the extended downtime and any out-of-pocket expenses incurred due to this prolonged service period.
  
  
  I urge BMP Tuning and the warranty provider to coordinate closely to resolve this matter swiftly. Additionally, I request the oversight of relevant consumer protection agencies to ensure that my consumer rights are upheld during this process. Should this situation not be resolved to my satisfaction within the next 48 hours, I am prepared to take further legal action to seek remedy and compensation.
  
  
  I appreciate the immediate attention of all parties to rectify this situation and look forward to your prompt response.
  
  
  Thank you for your cooperation.

  
  

  Customer Answer

  Date: 10/09/2024

  BMP Tunings return policy allows for new products in original packaging to be returned within one year of purchase, with returns past 90 days issued as store credit only. Opened or used products, special orders, and scratch & dent parts cannot be returned. Customers are responsible for a 15% restocking fee, original shipping, and return shipping costs, unless the item arrived damaged or was incorrectly described. For damaged items or incorrect deliveries, you must contact BMP Tuning within 14 days. This policy applies to domestic orders; international orders have a 60-day return window for new products.
  
  
  For more details or to initiate a return, please visit their Return and Exchange Policy page.
  

  Given BMP Tunings return policy, if the services or products installed on your **** S5 are considered new and remain in their original packaging, you might be eligible to return them within one year of purchase, though details would depend on the specific circumstances of their use and installation. If any product or service contributed to the underboost issue and didnt involve special orders, opened, or used products, discussing a potential return or exchange under these terms might be an option. However, since the car itself has undergone service that likely involved installation and use of these products, directly returning them could be complicated. It would be beneficial to contact BMP Tuning directly to negotiate the return of your vehicle and discuss any applicable policies in detail.
  
  
  For more specific guidance, you might want to review the full policy details directly on their site or contact their customer service for clarification: ******************** Return and Exchange Policy.

   

   

  instead of refunding me my payment of 1000+ auto pocket they have adjusted it instead of paying me back in the motor payment I use which was a credit card without my permission and I am expected to pay for their nature legends negligence, and At,os disrespect time, wasted, lies, and no solid proof of any thing

   

   

  I am yet  to see my car The authorization I gave was for under boost fix which they took forever and then on the day of pick up completely overlap the story and threaten me to call the cops

  Customer Answer

  Date: 10/09/2024

  
  
  
  Overview:
  You brought your 2018 **** S5 to BMP Tuning for a Stage 1 ECU and TCU flash, intended to enhance the vehicles performance. After this tune, you experienced an underboost issue that was not present before the service. The series of events following the tune include misdiagnoses, ineffective repairs, financial burdens, and disputes over service quality and charges.
  
  
  Key ************************************ and Problem Onset:
  Date of Tune: September 12, 2024.
  You paid $1,035 for a Stage 1 ECU and TCU flash at BMP Tuning. Following the tune, your **** S5 developed an underboost issue.
  2.Ineffective Repairs and Misdiagnosis:
  After reporting the underboost issue, BMP Tuning misdiagnosed and conducted unnecessary repairs including replacing the intercooler, intake, and performing a transmission service, which did not resolve the underboost issue.
  3.Discovery of Turbo Damage:
  The actual issue was later identified as turbo damage (damaged fins and a seized shaft), which should have been detected initially if the proper diagnostic procedures had been followed.
  4.Warranty and Financial Disputes:
  You attempted to claim warranty coverage for the turbo repair. However, the claim was denied based on BMP Tunings assertion that the damage was due to outside influences, a claim for which they provided no evidence.
  You have requested a full refund for the ineffective tune and subsequent repairs. BMP Tuning has not complied, leading to further dissatisfaction.
  5.Customer Service Issues:
  Throughout the process, BMP Tunings customer service has been unprofessional and unhelpful. They have not adequately addressed your complaints or provided a satisfactory resolution.
  ******* and Financial Actions Considered:
  Given BMP Tunings lack of response and responsibility, you are considering legal action to recover the costs incurred from the misdiagnosis and poor service. Additionally, youve contemplated disputing the charge with your bank.
  7.Current Status:
  You are seeking to have your car returned and are considering further steps, including possibly escalating the issue through legal channels or filing formal complaints with consumer protection agencies like the BBB.
  
  
  Conclusion:
  Your experience with BMP Tuning has been fraught with mismanagement, inadequate service, and a lack of professional accountability, leading to significant financial and emotional stress. You are now evaluating the most effective course of action to address this situation, including legal recourse, public reviews, and direct negotiations.
  
  

   

  I want to know 
  

  Customer Answer

  Date: 10/09/2024

  Additional Detail: Cash-Only Request
  
  9.Request for Cash Payment (Ongoing)
  BMP Tuning has communicated that they prefer cash-only payments for any further repairs or services. This is concerning and unprofessional, as cash payments offer less protection and traceability compared to card payments or other standard forms of transaction.
  Given the misdiagnosis and unresolved issues Ive faced with BMP Tuning thus far, I find this cash-only request inappropriate, and it raises further doubts about their business practices and transparency.
  
  This detail further supports your case that BMP Tunings practices are not professional and may be an attempt to avoid accountability.

  
  

  Customer Answer

  Date: 10/09/2024

  Additional Detail: Cash-Only Request
  
  9.Request for Cash Payment (Ongoing)
  BMP Tuning has communicated that they prefer cash-only payments for any further repairs or services. This is concerning and unprofessional, as cash payments offer less protection and traceability compared to card payments or other standard forms of transaction.
  Given the misdiagnosis and unresolved issues Ive faced with BMP Tuning thus far, I find this cash-only request inappropriate, and it raises further doubts about their business practices and transparency.
  
  This detail further supports your case that BMP Tunings practices are not professional and may be an attempt to avoid accountability.

  
  

  Customer Answer

  Date: 10/09/2024

  I hope this email finds you well. I am writing to express my urgent concern regarding my vehicle, which has been in the shop for over a month now without any clear updates or resolution. Despite adjustments made to my payment, my car remains held, and I have not been provided with a rental vehicle during this extended period.
  
  
  I have attached a letter from my doctor outlining the importance of my ability to travel for ongoing medical treatment. Given the circumstances and the critical need for my mobility, I am requesting the following:
  
  
  1.An immediate update on the status of my vehicle and an estimated completion date.
  2.The provision of a rental vehicle to ensure I have transportation during this extended repair period.
  
  
  I appreciate your prompt attention to this matter, as the delay is severely impacting my ability to manage my medical commitments and daily responsibilities. I trust that ****** will act swiftly to resolve these issues and provide the necessary support.
  
  
  Thank you for your time and understanding.
  
  
  Best regards,
  ***** ******

  Customer Answer

  Date: 10/09/2024

  I hope this email finds you well. I am writing to express my urgent concern regarding my vehicle, which has been in the shop for over a month now without any clear updates or resolution. Despite adjustments made to my payment, my car remains held, and I have not been provided with a rental vehicle during this extended period.
  
  
  I have attached a letter from my doctor outlining the importance of my ability to travel for ongoing medical treatment. Given the circumstances and the critical need for my mobility, I am requesting the following:
  
  
  1.An immediate update on the status of my vehicle and an estimated completion date.
  2.The provision of a rental vehicle to ensure I have transportation during this extended repair period.
  
  
  I appreciate your prompt attention to this matter, as the delay is severely impacting my ability to manage my medical commitments and daily responsibilities. I trust that ****** will act swiftly to resolve these issues and provide the necessary support.
  
  
  Thank you for your time and understanding.
  
  
  Best regards,
  ***** ******

  Business Response

  Date: 10/10/2024

  Yet again this person is unwilling listen to us concerning the issues with his car that he does not understand, unwilling to work with us to resolve those issues in any capacity, and although all of this was explained before he accepted the workorder and agreed to pay the amount owed, is still shifting blame from himself to us.

  They have not only posted here, but they have also harassed us via 1 star reviews on ****** (5 from separate accounts), cussed us and screamed in person to the point where Dallas PD was called on them for refusal to leave and sending one of my employees home with an anxiety attack, lied concerning the reasons the vehicle was brought in to begin with, and even emailed the manufacture of the software demanding they pay the balance owed to us.

  Attached is a picture of the chat he submitted to BBB where he "selectively" left out the part where he cursed at me and threatened me. Neither of which are necessary considering I was attempting to be cordial and rectify the situation, and any threat of violence towards me or any of our staff has 0 tolerance. 

  Customer also attached invoices to the ******************** that prove his original complaint was missing context since it states it was in for overheating as well as the under boost issue.

  At this time, we have removed the tune that he originally purchased from the vehicle and allocated those funds (less labor to flash it originally) to the invoice he owes, they can either bring the cash/cashiers check to our facility and pay/collect their vehicle or they can have their lawyer reach out to our lawyer (******************************). 

  Storage fees of $20.00 per day started today (2 days after initial refusal to pay for work completed) and will accrue daily until service is paid for and vehicle is picked up. 

  Current amount owed after removal of software, $1941.07 + $20.00 for storage starting 10.10.24 and concluding on the day the vehicle is picked up.

   

  Customer Answer

  Date: 10/10/2024

  Since I have already provided my word yet for Still without a proper diagnosis report or evidence and I await 
  Dear BBB,
   
  
  Thank you for forwarding the additional comments provided by BMP Tuning regarding my complaint ID #********. I have reviewed their response, and I would like to address the claims they made, as well as provide further clarification on the issues at hand.
  
  
  1.Professional Conduct and Interaction:
  BMP Tuning has accused me of harassment and inappropriate behavior, including threats and verbal abuse. These allegations are false. At no point did I threaten or harass their staff. My objective has always been to resolve the underboost issue and seek a fair resolution for the misdiagnosis and ineffective repairs that were performed on my vehicle.
  If BMP Tuning has any evidence of these accusations, I request they provide them to the BBB for review. Conversely, I am willing to provide my communication records, which demonstrate my consistent efforts to remain professional and cooperative despite the frustrations caused by their services.
  2.Service Issues and Misdiagnosis:
  The issue with my vehicle was not overheating when it was brought to BMP Tuning; the problem arose immediately after the Stage 1 ECU and TCU flash they performed on my **** S5. This led to an underboost issue that should have been properly diagnosed and resolved, but BMP Tuning instead proceeded with unnecessary repairs that did not fix the core problem.
  Despite BMP Tunings claim that the software has been removed and funds reallocated, the issue caused by their initial misdiagnosis remains unresolved. I have incurred significant expenses and lost time, and I continue to be without my vehicle as a result of their actions.
  3.Unfair Payment and Storage Fees:
  BMP Tunings demand for cash-only payment and the imposition of storage fees appear to be efforts to pressure me into settling without properly addressing the unresolved issues. Cash-only demands are unprofessional and raise concerns about their business practices.
  I also dispute the validity of these storage fees given that the reason my vehicle remains with BMP Tuning is due to their own failure to repair it properly. I request the BBB to investigate this further as part of my complaint.
  ******* Involvement:
  I am open to resolving this matter amicably. However, if BMP Tuning continues to make baseless accusations and demands for payment without addressing the fundamental issue with my vehicle, I will be forced to consider further legal action. I am currently in consultation with my attorney to ensure my consumer rights are protected.
  
  
  Desired Outcome:
  
  
  I request a full and thorough resolution, including the proper repair of my vehicle to its original state and compensation for the costs incurred due to their ineffective services. I also request the removal of any unjust fees, including storage fees.
  
  
  Thank you for your attention to this matter, and I look forward to a fair resolution.
  
  
  Best regards,
  ***** ******
  

  Customer Answer

  Date: 10/10/2024

  I am not comfortable going there anymore They are terrifying me 

  Customer Answer

  Date: 10/10/2024

  Subject: Response to BMP Tunings Additional Comments (Complaint ID: *********
  
  Dear Dispute Resolution Department,
  
  Thank you for forwarding BMP Tunings additional comments regarding my complaint. I appreciate the opportunity to address their response and provide further clarification.
  
  My primary concern remains the unresolved issues with my vehicle, which began after BMP Tuning performed a Stage 1 ECU and TCU flash. The underboost issue and other related problems appeared only after their service. Despite multiple attempts at repair, BMP Tuning has not resolved the issue, indicating misdiagnosis, incompetence, or worsedeliberate negligence.
  
  Response to BMP Tunings Questionable Behavior:
  
  1.Alleged Misconduct and Police Involvement: BMP Tuning alleges that I harassed their staff, leading to police involvement. This is not true. At no point was I abusive or threatening; my frustration was due to their poor service. If they claim police were called, they should provide evidence. No police action was taken against me, which suggests their allegations are exaggerated or fabricated to discredit my complaint.
  2.Unauthorized Adjustment of Payment: Without my permission, BMP Tuning adjusted my initial payment and applied it toward a balance they claim I owe. This adjustment was done without my knowledge or consent, which is highly unprofessional and raises serious concerns about their business practices. They essentially redirected funds from a previous payment to cover costs I never agreed to.
  3.Manipulative Payment Demands: BMP Tuning insists that I pay $1,941.07 plus daily storage fees. Furthermore, they are demanding cash or cashiers checks, which is an unusual and concerning practice for a professional business. By insisting on untraceable payments, BMP Tuning appears to be avoiding standard and secure transaction methods, raising doubts about their transparency and intentions.
  4.Deliberate Delays and Impact on My Well-Being: BMP Tunings delays kept my vehicle out of my possession for over a month, causing me to miss essential doctors appointments. Their actions not only affected my finances but also disrupted my medical care. Despite this, they continue to charge storage fees while holding my car as leverage, which is both unethical and manipulative.
  5.Concerns About Vehicle Safety: Given BMP Tunings questionable practices and lack of transparency, I no longer trust that my vehicle is safe to drive. I am genuinely concerned that BMP Tuning may have tampered with my car or neglected it to such an extent that it could now be a danger to my safety. I am afraid for my life when considering driving it after the poor service and lack of accountability they have shown.
  6.Releasing the Vehicle Title: Due to my lack of trust in BMP Tuning and the severe concerns about my safety, I have taken the step of releasing the vehicle title at the **** This decision was necessary to protect myself from further harm and liability, considering the state in which BMP Tuning left my vehicle.
  
  Proposed Resolution:
  
  I am unwilling to make any further payments given BMP Tunings shady and unprofessional behavior. Instead, I propose the following:
  
  1.Immediate Diagnostic and Repair at No Cost: BMP Tuning should conduct a thorough diagnostic and repair at no additional charge. If they are unwilling, I suggest an independent inspection to verify the problem.
  2.Full Refund for ********************* I request a full refund of the $1,035 initially paid, as the service provided was ineffective and caused further damage and delays.
  3.Waiver of Storage Fees: BMP Tuning must waive all storage fees accrued during this period, as the delays and issues were caused by their incompetence or negligence.
  
  If BMP Tuning is unwilling to address these issues, I will pursue legal action and escalate this complaint to additional consumer protection agencies. I am committed to resolving this matter fairly and await their response.
  
  Thank you for your attention and assistance in this matter.
  
  Best regards,
  ***** ******
  ********************************************************
  Email: ***********************
  Phone: **************

  Customer Answer

  Date: 10/14/2024

  After pick it up and paying cash 

  Car came back like a bomb 

  Customer Answer

  Date: 10/14/2024

  Need to file a suit plus missing 

  Customer Answer

  Date: 10/23/2024

  HOW WE PAID IN CASH

  Customer Answer

  Date: 10/23/2024

  WHAT THEY DAMAGED , AND TURNED OUT TO BE THE ACTUAL ISSUE. 

   

  STILL WAITING ON THE REFUND , THAT WAS PAID WITH CARD ,

  Customer Answer

  Date: 10/23/2024

  actual payment ,

• Initial Complaint

  Date:09/29/2024

  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 a set of headlights for my VW GTI MK7.5 back in October 4th 2021 and when i bought them on the descriptions it stated lifetime warranty and that they were ceramic coated. Great Fast forward 9/25/24 about 3 years later i reach out because my lights lens were peeling very badly and it just looks horrible for spending almost $1k for a set of lights! $829.99 to be exact, i understand their aftermarket but come on they even say in the description of them as basically being better then aftermarket, and i am told that my lights were not under warranty anymore as after i purchased them they supposedly changed that in my head im like how convenient is that and they gave me options to sand then myself or have a professional do it which is really inconvenient that i even have to do this and whats bad is that this my 2nd set of lights i purchased from this company in the same year first set i had an accident my fault i ordered a new pair but after this will look elsewhere.

  Business Response

  Date: 09/30/2024

  Apologies again for the frustration you are experiencing, it might be that your first set you ordered were lifetime, however, we changed our policy on headlights mid-2021 to 1 year after quite a few years of lifetime and your purchase does not fall within the lifetime window. We have had very little negative feedback concerning the headlights and they are still the most popular on the market for our cars. We do understand being upset concerning the peeling though, and although a lot of factors come into play concerning longevity, the biggest thing is folks not taking care of them properly with re-coating ceramics/UV protective wax/cleaning and then of course us in the south have it harder with the sun than others might. 

  Absolutely happy to help though and apologize that you were dissatisfied, please reach back out to ******* and we can sort something out to assist you with getting a new set at reduced pricing as well as some care tips to ensure you're happy and get the longevity out of the coating on the next set!

  Thank you!

• Initial Complaint

  Date:07/17/2024

  Type:Sales and Advertising 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.

  This vender had a vehicle part advertised as fitting my vehicle so I purchased the turbo inlet and intake together as a package. The turbo inlet was misadvertised as fitting my vehicle, I installed both the inlet and intake on my vehicle. The vender is now refusing to refund me for my entire purchase because the parts were installed even though they misrepresented fitment.

  Business Response

  Date: 07/18/2024

  Customer and ourselves have agreed on a resolution, customer has deleted his reviews of us, thanked us, and we refunded him less the agreed amount due to the item being used that was returned without authroization.

   

  Please let me know if you need further proof/information.

   

  Thanks,

• Initial Complaint

  Date:09/30/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  On 7/14/2022 an online order was placed with BMP Tuning for a Tyrolsport Deadset kit for $399.35. A couple of hours after placing the order BMP Tuning contacted me and said the kit was not in stock and there was no estimate for when it would be. I requested the order be canceled. On 7/15 the vendor asked if a substitute brand from CTS Turbo at $217.78 would be acceptable. I advised them that it would. On 7/19 I had not received notification of the product shipping and I asked if the CTS part was in stock, which the vendor confirmed it was. I was told on 7/20 that it should be shipped by 7/22. On 7/22 at 3 PM EST, I had not received confirmation that the order had shipped and contacted the vendor to request they cancel the order and advised them I would purchase the product elsewhere. The vendor ignored this request and stated at 3:47 PM EST that they were checking with their supplier. On 7/23 I placed an order for the parts I needed from a different vendor. I also notified BMP Tuning that it was now 24 hours since I had heard from them, I never received notice of the part being shipped, and as previously requested I wanted the order to be canceled. On 7/25 the vendor stated the part was being shipped and that their supplier would not allow the order to be canceled once shipped. When the vendor refused to issue a refund I notified them I would submit a CC dispute until the refund was provided. On 8/6 I checked with Fedex and the part had not shipped, only a shipping label was created on 7/25. On 8/15 I was notified by Fedex that they would attempt delivery. BMP stated that the part could be returned, minus shipping charges and a 15% restocking fee, then they would issue a partial refund. On 8/23 the package was returned to the supplier by Fedex. On 9/29 I contacted BMP Tuning to learn about the status of my refund. I was told that because I had disputed the charge with my CC holder "we have to wait for the bank to respond to refund anything at all."

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/10/03) */ Hey ****, I apologize for what transpired, but when an item is ordered from CTS directly (or a lot of other manufactures) and then we attempt cancellation we have to wait for them to confirm cancellation before we can refund the order as sometimes they (like in this case) have already processed and shipped and will not allow us to cancel (only return). You returned to sender, which in this case sucks cause we could have waived the restocking fee if it had come here rather than CTS, they charge a 20% restocking fee so we ate 5% for you - when you opened a chargeback (fully within your rights to do) your bank takes the money and "holds" it until they finish their investigation into the matter - there is nothing we can refund until the bank decides either in your favor or in our favor (if in your favor the refund is processed by them, if in our favor we will then process the refund for you). Current we do not have any money from you, so there is nothing for us to refund. I hope this explains the situation better, you can at anytime call and speak to me as well - I do apologize that we were unable to cancel this before it shipped, its definitely rare that this happens, but it does happen sometimes and I would have waived the restocking fee if it was sent back over here to us. Apologies again and we will get it sorted once the bank finishes their side of things (either way). Consumer Response /* (3000, 7, 2022/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. The part was not ordered directly from CTS. It was ordered from BMP Tuning which is the company that my credit card was charged to. 2. When I contacted BMP Tuning about the return process, I was told on 8/16 - "Once your items have been returned and inspected you will be refunded in full less the original shipping and 15% restocking fee." No mention was made of waiving the restocking fee at the time I had to decide how to handle the return. 3. On 9/26 the credit dispute review was closed, and charge remains for me to resolve with the vendor. 4. On 7/22 at 3:06 PM EST I asked BMP Tuning to cancel the order. At 3:47 PM BMP Tuning responded saying "Checking now with CTS!". Nothing more was heard from them that day. By ignoring my cancellation request and pushing through with the sale everything that has transpired since has been unnecessary and a result of the business not obliging my request to cancel the order. Business Response /* (4000, 9, 2022/10/05) */ Apologies, This item did not come from us, it came from CTS Turbo directly - sorry if I did not clarify that originally. On my end, I cannot refund you as the funds are being held by your bank. I will email you since the information I have to show you should not be public. Thanks! Consumer Response /* (4200, 11, 2022/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The CC provider indicates the dispute was closed on September 23rd and I am responsible to work out issue with merchant. Business Response /* (4000, 13, 2022/10/13) */ Hey ****, Not sure why this is still a thing, Ive emailed you with 0 response and the chargeback has closed and the money was taken from your bank. There is not (and since you filed a chargeback) has never been any of your money in our possession. Ill attach a screen shot, but this is from your order from the bank - "A chargeback totaling $414.35 was resolved in the customer's favor." Consumer Response /* (4200, 15, 2022/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. This is still a "thing" because at this point I still have not received a refund. 2. There was "0" response because the merchant sent me an email explaining what had taken place from their perspective and gave no indication that they wanted a response. 3. The letter I received from Citi on Sept 26th (attached) stated that the temporary credit had been reversed. Not that the dispute "was resolved in the customer's favor". 4. Citi was contacted on Oct 5th for an explanation as to why the merchant was saying they were unable to refund my money. Citi took this inquiry as a request to re-open the dispute. 5. On Oct 14th I instructed Citi that I was withdrawing the dispute to eliminate any possibility that Citi is impeding the merchant from providing a refund. 6. As of Oct 19th I am waiting for the merchant to provide a refund. Business Response /* (4000, 17, 2022/10/20) */ Hey **** - According to our records and our bank, we do not have your money. Your bank has your money as they took it from us when you originally filed your chargeback, attached you will find a screen shot of this. We have stated this multiple times to you via email, at this point, I have no funds from you and therefore have nothing to refund you. Thanks, Consumer Response /* (3000, 24, 2022/10/31) */ As of October 31st the business has not provided a refund.

• Initial Complaint

  Date:09/16/2022

  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 a product, a set of headlights for my car from this company on the 11th August 2022. I spoke online via a chat forum asking/enquiring about the product to make sure it was suitable for U.K. use (outside of the US) & I was told it was. The product has been delivered, and installed in my car however once the item was delivered and set up there was an issue with the left hand side headlight not being the correct level (height of the light beam) vs. The right hand side (which works fine and is the correct height). I have been in contact weekly with a support agent from the company BMP Tuning they have offered advice/help but they state they can't issue a refund or exchange till they diagnose an issue - my issue is that the left headlight is too low & will not adjust to the correct height - however this is not sufficient enough for the seller to issue a replacement. My argument to them is how can the right hand side be Sufficient, but the left hand side not be sufficient. Essentially the fault lies with the left hand side headlight not being at the correct level, Clearly a fault with that unit as the right hand side is perfectly working. If you see the supporting images below, it clearly shows the left hand side light beam is far too low and is essentially directly pointing at the ground - not ahead where it should be. This is not how the product should perform as the right hand side works fine.

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/09/19) */ Hey ******! We have indeed been in contact you concerning this issue, but have determined that this issue needs resolving by adjusting the height where it mounts to the body itself as the internal adjusters are not malfunctioning/broken. You were also told before you ordered that they were in fact for LHD vehicles and this was at your own discretion to purchase. Certainly if there was an issue with the headlight itself we would gladly warranty that unit for you, however, if we shipped you another unit I believe it would align the same way due to the mounting points of the vehicle. PLEASE adjust these as we have mentioned via email several times and let us know how that goes - I would also advise you to lower the right beam as it is too high, the left beam WILL be lower than the right a little because this is normal function for vehicles in the states (and would be opposite for vehicles that are RHD). We will continue to assist you via email as we have been, and at no time have we been unresponsive to your inquires or unwilling to help you remedy the situation. We are always here to help however we can! Thanks, Consumer Response /* (3000, 7, 2022/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) BMP Tuning have been cooperative during this discussion & have been assisting with the issue, but I have tried said steps with the product and unfortunately have been unsuccessful in trying to sort the issue. They have offered a refund on the product, which is £735, However I suggested that instead of a refund, could they send out a left hand headlight unit & I would pay the shipping fee which would be less financial loss on BMP & would rectify the issue I have. I am awaiting their response Business Response /* (4000, 9, 2022/09/26) */ We will absolutely be willing to do that for you, I will have ******* reach out to you today concerning this and appreciate your willingness to work with us on diagnosing as well as the continued back and forth emails. Thank you,

• Initial Complaint

  Date:06/14/2022

  Type:Delivery 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.

  From false advertisement to fraud this company does it all. The problem is my money was taking out of my account for an order that clearly advertised in stock and that will deliver within 2 days of the upgraded shipping. Not even 3-4 hours later I get an email late after my funds were already token stating the order will not be shipped for another 4-6 weeks. If that's ok by you guys expect all businesses operating the same to fail and burn by themselves because that's not how you do business. First of all the company themselves claimed and told me themselves that all orders out of stock will clearly advertise out of stock on the front page before adding to cart and even proceeded to asking me to send screenshots of the item showing in stock which I providers proof and got 0 amswers or replies back from the company. This is a general scam that I've seen before and this isn't the first company to do it ! If you advertise a product available to order then there's no reason why there should be a 4-6 week wait. Now if you advertise the time in stock but currently backordered 4-6 weeks that makes perfect sense. But if your advertising products as available and even offering overnight to 2 days shipping there's no reason why we should be receiving the product ordered within the 2 days of confirmation. If that doesn't make sense then I feel like anyone should be able to own a business and be able to operate they're business under the most mediocre scam likely business plans and it be legal because this isn't right. This company has a track record of plenty customers reporting the same exact problems and they do little to nothing to solve the issue. I even have proof of them going hours and hours not replying to emails directly after speaking to a representative.

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 5, 2022/06/15) */ Contact Name and Title: Autrey M******* Owner Contact Phone: XXXXXXXXXX Contact Email: [email protected] The fact that this customer even left a complaint baffles me since the service he received was above and beyond that of any normal business after hours... but, I'll lay out the timeline so that others can judge for themselves. 6.14.22 3:19pm ***** places the orders for 2 separate VMR wheels on our website that are clearly stated "Direct Ship" - no where on the product page do these say "In Stock" - If you hover over the direct ship indicator on the site, it clearly states in English that they ship directly from the manufacture to the customer and that there may be delays/backorders/etc. depending on their current inventory levels. Customer chooses 2 Day shipping option during checkout. 3:30pm - Order is placed with VMR for the 2 wheels the customer ordered 5:26pm - Our sales staff reached out to him to let him know these wheels were on backorder after getting a response from VMR concerning the order and that we could cancel the order/refund the shipping and ship ground once available/or switch to another wheel that is in stock since the ETA on the wheels he ordered was 4-6 weeks. 7:19pm and on to around 9pm - The customer is irate and accuses us of ignoring him, fraud, cussing at us and calling people names along with telling us he will "burn our business down" all the while we are closed (6pm is closing time) 7:48pm - I was notified of the issues by a sales team member and cancelled the order and refunded the customer in full - we have $0 dollars from this person at this point. In the span of 4.5 hours after his order, he was notified of the backorder and his order was refunded in full... half of this time was after hours... You'd be hard pressed to find a business willing to even open emails after closing, much less handling the issue completely. I wish him luck in his future endeavors, but he is absolutely banned from shopping with us and any order he places will be automatically refunded. He can be someone else's nightmare.