Vivid Racing

We have tried to work with the customer to get this issue resolved.  When there was an original issue he didn't go to [redacted] as we requested.  Still hasn't shown us copies of the requested bills.Here is the email trail from our side:From: [redacted]...

Sent: Thursday, October 30, 20143:17 PMTo: '[redacted]'Cc: [redacted]Subject: RE: [Vivid Racing News]Please moderate: "[redacted] Tuning Parts Available at VR" Iasked you to forward me the copy of the work order from [redacted] orwhomever fixed the issue. [redacted]Vivid RacingTel: [redacted] Web: [redacted] From: [redacted] Sent: Thursday, October 30, 20143:10 PMTo: [redacted]Cc: [redacted]Subject: Re: [Vivid Racing News]Please moderate: "[redacted] Tuning Parts Available at VR" [redacted], Let me assure you that if I give you my word, isas good as your $60 million business. My word I give to you is my bond. Unlikesome whom this message is address to, look me in the eye, exchange clear verbalagreement, shook hands like what grown men should do, lied to my face and spin thissimple problem way out of context. As of right now, I am not sure if I still can usehis words to justify to you that he agreed to reimburse my cost. In your previousresponse, you are giving signals as if you are going to think about as towhether a firmware issue or not that I wont get reimburse. Before, the verbalagreement was if it has anything to do with the ECU, you guys will cover therepair and that is why I have a quote given to me just as it was emailed to [redacted]from [redacted] about the ECU as the root cause why the car went inoperable. I need you to show some certainty within your businessreach that it is really that simple. It didn't matter to me who handled the ECUor how, but all that matter is that the minute it was taken off the car in yourshop, [redacted] started pointing finger like a child.  So, do you want the correspondence from [redacted] becausethere is a reason why that estimate was made because someone acknowledged theproblem at the time it needed to be dealt with. We can get technical with theblack and white or we can think outside the box as to how we got to this pointof the matter, and how we can get out of this. Personally, I would not mind coming over and speakto you personally than to deal with this over the network. I just want you tosee it as well how my car took the abuse in less than a day at your shop. Maybeyou can do something about. If your interested, set the time and day. I will bethere. With your correspondence if you want. But I ask nicely, let's not wasteno more time and mileage between us.  [redacted] On Thursday, October 30,2014 2:33 PM, [redacted] <[redacted]>wrote: I am not sure what youmean by full grown men.  Everything I have said to you is out of courtesyand fact.  There is no strong arm or illwill. This is a business issue.  My previous email featured bullet points. I asked for some information to be forwarded to me so I can make the bestchoice of action for you the customer and us the business.  If you cannotprovide me with that information, then I cannot make a decision to helpyou.  This is not about trust, this is about a service and if that servicewas rendered or caused a issue to your vehicle. To save your research,here is a [redacted] video I found.  I have nothing to do with thesecompany.  But this is basically whatsinvolved.  We dont solder, but youcan see how they pryed the caseopen.  Now depending on the ECU state, this can be easily or extremelyhard.  Some ECU are more exposed to outside elements depending on wherethey are mounted.[redacted] Please have the nextemail include the request information. Thank you. [redacted]Vivid RacingTel: [redacted] Web: [redacted]

 From: [redacted]] Sent: Thursday, October 30, 20142:22 PMTo: [redacted]Subject: Re: [Vivid Racing News]Please moderate: "[redacted] Tuning Parts Available at VR" Ok, one last time. Let's deal with these likefull grown man. Yes, there are things that is within ourcontrol. In this case, I have no control over what happened to my car theminute I gave the key to [redacted]. It was operational when I gave it to him, thenit was not. I took it to [redacted] inoperable, they worked on the ECU then itwas operational again.  I gave you guys full trust to be in control overmy car and Expect me to clean it up. However you guys work on my car is allbased on trust and I was not there to see what you guys did. I got the shortend of the stick for trusting you guys. As far as the bill, [redacted] agreed to pay it back.But my dispute was the fact he ok the diagnose with [redacted] that he gave themthe green light to order the new ECU. Why should I end up with that bill?Everything was suppose to go Vivid and I was guaranteed should anything gowrong I can bring it back. Only difference is that something already went wrongbefore I could enjoy the product. And it is all on your clock. Stop pushing itback my way because the only thing I did was put the trust on your hand. I willgive you the bill for [redacted] and [redacted] and maybe, I may consider the siliconyou offer. I need to research that if that is exactly the right thing to do.[redacted]On Oct 30, 2014, at 1:29 PM, [redacted] <[redacted]>wrote:You missed what I wassaying since this is email.  ·        The ECU was spray painted, spray paint flakes easy and handlingthe ECU and opening it caused it to flake off on the edges.  I took theECU out of the car, I opened the ECU, I read out the ECU.  I am the onethat touched it. ·        If you have any correspondence of what was promised, pleaseforward it.  ·        I am the one that does all the ECU work.  I dont "bake"anything.  This would loosen up the adhesive but you still have to pryopen the casing.·        Please forward me over the repair bill from [redacted] soI can see the technical notes.  If they flashed new firmware, then it hasnothing to do with us, because I only read out the car.  I never wrote tothe car.·        I removed the ECU and there was nothing missing.  I driveto very high end cars and treat any car like it was my own.·        Is this a scam, no this is a disagreement between a customer anda business.  You see it one way, we see it another.  You cannot makeeveryone happy and in any situation of life, some people only want to see ittheir way.·        As far as our mission statement goes, yes, we try to handleevery situation to the best of our ability.  We have been doing this since2001 and probably have sold over $60 Million in car parts worldwide.  Isthis about $275, no.  But using words as Scam and publically saying thingsthat are one sided is no better on yourself.  This is not a ethicalsituation, this is about what is in our control and what is not.   Provide me with a copyof the [redacted] repair order/bill and I will look at it from there.  YourECU casing I will be more than happy to repry it apart as that is the only wayand then put extra silicone on it for you if that makes you satisfied. [redacted]Vivid RacingTel: [redacted] Web: [redacted] From: [redacted]

Sent: Thursday, October 30, 201412:40 PMTo: [redacted]Cc: [redacted]Subject: Re: [redacted]Please moderate: "[redacted] Tuning Parts Available at VR" I do appreciate theresponse.I see that you finally got [redacted] back in the picture. It is so upsetting to dealwith him because he is very unprofessional as I have mentioned to some of yourcustomer service rep. [redacted] is good at spinning the story around and denieseverything else to cover his own...On the day I first brought my car on your shop, I was parked in front and Ihanded [redacted] the key to start the car and take into the shop. Before I left yourshop, my car would not start and couldn't get out of the bay. This is after youguys have pry opened the ECU. The spray paint did no damage to the ECU for itwas tightly sealed that you guys have to mangle the casing to pry it open. Ican show you pictures and I can bring it you in person.I did have an agreement with [redacted] to take it to [redacted]z for diagnostic.But one thing was not clear when I called [redacted] up and told him how much[redacted] was asking  just based on the details I gave them regarding Vividflashing the ECU. All of the sudden he stated that if the problem has somethingto do with the ECU, he MAY have to check into it and go from there as far asreimbursement is concern. Simply said, he is giving so much uncertainty andmore likely he wasn't gonna pay for any of the damages he created. [redacted]  was skeptical to work on my car since ECU have beentampered. So they referred me to a 3rd party who also in the same business asyou guys. But even they, thought the risk is high that they may be heldresponsible. So the quote to find the real problem is top dollar. One thingthat [redacted] is not telling you is that he agreed before I took my car to AtwoodEuropean to do the same diagnostic as the [redacted]z but only $98 todiagnose against $275 with Schumacher. After few exchange phone calls with[redacted], the mechanic at [redacted] told e they made arrangement to replace the ECU.The cost as I was told by [redacted] will be covered by [redacted]. This is what he did nottell you and what pisses me off trying to spin our heads once more.[redacted] called me and ask if I still have the spare ECU I got from the junk yardwhich was less than half the price than what [redacted] was asking him forreplacement. I waited for a week and no one was returning my calls or emailswhen I finally talked to [redacted] again, he tried to pull another scam by asking meto bring the ECU back to your shop so you can take pictures for insuranceclaim. When I was at his office, he explained to me that ""HE WASJUST NOW LEARNING HOW TO WORK ON THIS ECU. THAT THE HE WAS READING UP ON IT ANDFOUND THAT IT HAS TO BAKE FOR 180 DEGREES BEFORE PRYING IT OPEN. AND THE SAMEPROCESS IN SEALING BACK UP". After the pictures taken, he made phone callsto [redacted] and he told me he knows someone there that have beenasking him parts for a GTR. That the Service rep will diagnose the car and itwill be covered. This was the first certainty I got from [redacted] that he wouldcover the expense and the same reason I agreed to take it to [redacted]r. Yes Idid agreed with him to take it to [redacted] and I did but Schumacher explainedthe high cost and the risk and rather referred me to their 3rd party. But [redacted]was not specific that I take it to his buddy in [redacted]r. Just so happens that I decided to take an appointment with [redacted]because I was so fed up doing errands with out my car, and the only way I canuse my car was to disconnect the battery every time before I had to start anddrive it, for few weeks. Coincidentally, the appointment was already made justabout the same time when [redacted] told me specifically to see someone in [redacted]r.But on the day that they took the car in, [redacted] told me I have topay upfront and seek reimbursement from [redacted]. So he lied to me about having itcovered by his connection at [redacted]r. To get all this resolved, I decided togo ahead with the repair. Surely enough that the problem was the ECU cause bysomeone trying to change the program. Try to look at the big picture. I came over to buy your products and servicesafter I have asked all the question I need to feel confident that your shopwill take care of my car. The root cause started in your shop. You sent my carhome not in the same condition as I gave them to you but worst. Aside for nothelping me with the leg work and driving around to fix the problem, I was sentto some goose chase thinking that arrangement were made by [redacted] with the othershop and all is good to go. Only to find out,[redacted] have other agenda in his mindand screwed me over for all my expense I paid for the diagnostics. I alsopointed out to him that a clip was missing when you return my car to me. Hesaid he will take care of that $5 clip as the least problem. But he did not.Last conversation I have with [redacted], was telling him my out of pocket cost. Heoffered that he will deduct the my cost to his cost for flashing my ECU shouldI decide to proceed with the tuning. Does it sound crazy enough to you? Afterwhat you guys put me through. Ask yourself, did I need to go through all thetrouble with my car if your shop did what your suppose to do just as what youadvertised your business does for your customer? "Exceeding CustomerSatisfaction"... Really?Right now, my car runs great since I got it back from [redacted] and runs like ithas before I took it to your shop. But the ECU is steal UNSEALED and [redacted] knewwhat he was suppose to do with it. But I disagree because I am not paying youguys another penny. Vivid still owes me a clip for the air vent, Sealing of theECU, and about $275 for out of pocket expense for diagnostics. I may have notgiven you any cash or payment but you have made me pay for your damages thatyour shop did to my car and refused to accept responsibilities as a legitimatebusiness institution. In most cases, this is still a scam institution.Question is, can you stand by your mission statement and resolve this matteryou have caused ethically?[redacted] On Thursday, October 30,2014 10:57 AM, [redacted] <[redacted]> wrote: Oscar, you have myselfand Rob the owner on this email with [redacted].  Your ECU was spray painted andflaked off when opening.  I will be glad to show you the process. There is no "tools" to take apart a ECU cover.  You have to pryat it to separate it.  I have done many of these.  Porsche, BMW,Mini, [redacted], Ferrari.  I will be more than happy to have you sit in myoffice and watch me separate a ECU.  If a ECU is ruined, the car wont start,wont run, wont turn on.  The only way to ruin a ECU is by breaking off aresistor, diode, etc.  Or the other way to ruin a ECU is by flashing badchecksum data to the ECU.  If the checksums is not correct, the car wontstart.  Whatever happened to your ECU or why your car would not startsometimes, does not make sense.  Its a firmware issue.  An ECU has1000 of tables and not all of it is touched when you flash it.  Is yourcar still behaving the same now?  I will be happy to review this withyou.  As far as any reimbursement, [redacted] specifically told you to go to[redacted] and instead you went to a independent shop. So the end of thestory is that we did not scam you.  Scamming you would be charging you fora product and not providing it and keeping your money.  I believe werefunded you for the flash.  If not, we should and will.  If there isprevious issues to a car such as a CEL on or a poorly painted ECU, you arebringing issues into a situation.  There is no bugs, no profit, nothinggained on our end.  As far as calling here to talk to Rob or I, we havehired people in place to work with customers and solve problems.  If Ihave a issue with my iPhone, do I get ahold of the CEO? To end this, does yourcar still have a issue randomly starting?  If not, what fixed it? [redacted]Vivid RacingTel: [redacted] Web: [redacted] From: [redacted]]Sent: Thursday, October 30, 201410:41 AMTo: [redacted]Subject: Re: [Vivid Racing News]Please moderate: "[redacted] Tuning Parts Available at VR" Last I called Vivid wasa week ago and spoke to Ralph. He wont transfer me to the owner [redacted] or [redacted]instead send me to some run around goose chase. Just that alone, does thatsatisfy tour mission statement regarding Customer Satisfaction? Aside from the evasivephone calls, I also sent an email to the owner at [redacted]regarding my car that was ruined by Vivid under [redacted]'s watch and denies hismistake by turning the problem back to me. My car was near perfect when Ibrought it to your shop. After you guys mangled the ECU casing just to get itflash tune, the car never start up again while it is still in your shop. Andyou want to wash your hand clean to put the weight on the customer? Anothermission statement of customer Satisfaction? Lastly, I have done allthe leg work and the driving around at my expense to get my car back where itshould be, while [redacted] and all the rest of you sitback and profit from the ECUprogram you stole from my car. Now you finally figured out the bug, you expectme to just walk right back in and pay you more $$$ after what your company justcost me? Another Satisfaction on  your mission statement? On this day, yourcompany still owe me for the diagnostic that I have to go through just tofigure out how well Vivid damaged my car that your operation manager tried todeny or scam me for. Not only that you owe me $$$ for the diagnostic, you alsostill need to restore the ECU casing seal to keep it from further damages afteryou pry the hell out of it using the wrong tool and the wrong process. Vividsales pitch assured me that they have done this many many time before.Obviously not to exceed a customer Satisfaction.  Dont you agree? [redacted] On Thursday, October 30,2014 10:15 AM, [redacted] <[redacted]> wrote: What are you referring to?[redacted]Vivid RacingTel: [redacted] Web: [redacted]

Thank you for your patience in the return of this item.  You have been refunded in full and that should be in your account by now.  The refund was processed on 10/8.  We are sorry you had an issue with your order but we are here to help if there are any issues. ...

Thank you for your business.Vivid Racing.

I ordered a $35.00 item from Vivid Racings online site. As I was checking out, the site crashed. When I went back to the site I found that the $35.00 order had been placed with a $150.96 shipping charge. I then spent nearly half of a day calling them during their regular business hours only to get a message saying to call back during business hours. Even though I was finally able to leave a message asking to cancel the order and also sent e-mails, they shipped it anyway and I paid $185.96 for a $35.00 item! I then spoke with a customer service rep and asked for a RMA. They refused!

Out of about $5K worth of ordering, a $650.00 diffuser for my M4 BMW was warped. Since I had taken over 30 days to report it and it had been mounted, they did nothing except to tell me I should take it to a body shop and see if they could fix it.

First, we would NEVER steal anyones money.  Been in business since 2001 selling millions of dollars of parts worldwide.  This is another special order hard to get item from Japan.  We have a customer service team dedicated to order updates and followups.  I am sure the customer...

was refunded, but I cannot look it up with an invoice number or name to confirm if they were refunded.  The unfortunate side of this business is the many custom parts that can take months to make or get from overseas and people eventually lose their cool.  We try our best to keep them updated but sometimes we are at the mercy of the manufacturer.

I made a phone in purchase to make sure I received the correct parts and the company still sent me the incorrect parts. They refuse to pay return return shipping for a mistake their employee made. Horrible customer service! This mistake left my car in the air for an extra week while I waited for the correct part. My credit card was also hacked 2 days after I gave the employee my credit card info for the purchase.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Just opened the the answer from vivid racing. Again with the lies. Even spoke with the owner on the phone.they sent me the wrong product I never ordered nor did we discuss as an alternative. They just sent it. Dont appreciate the spin on the situation . Here's [redacted]s email after I had spoken with and sent his employees email to him. The most unprofessional company I've ever had the misfortune of dealing with. When an owner replys to a customer email with the bellow comment on his staffs behavior and replied to Revdex.com stating lies to cover themselves when I have it in writing is appalling. See the below email I received from [redacted] after speaking with him about the wrong item and the attempt for me to help them out in their own mistake. "Yep that email kinda sucks"...... Yep that email kinda sucks.  She is new.  I apologize and will resolve this. [redacted]Vivid RacingTel: [redacted] Web: [redacted] From: [redacted] Sent: Monday, November 17, 2014 9:40 AMTo: [redacted]Subject: Fwd: Vivid Racing [redacted] This was the email I received. Hope this clears up the confusion Sent from my [redacted]Begin forwarded message:From: [redacted]Date: November 11, 2014 at 7:22:29 PM ESTTo: [redacted]Cc: "[redacted]" <[redacted]>, "[redacted]Subject: Vivid Racing [redacted], As I was putting together your information to send to the billing department I noticed something. You only charged 420.00 for the titanium muffler you ordered. Then you also got a $25 discount. The retail price is normally 465.00 so you got a great deal. Unfortunately because of this discount we are not able to give you any sort of refund. If you have any questions please feel free to email myself or [redacted]. Thank you, [redacted] Vivid Racing[redacted]Ph: [redacted]Fax: [redacted]"To Exceed our customers expectations through continuous improvement and customer satisfaction"No virus found in this message.Checked by AVG - [redacted]Version: [redacted] / Virus Database: [redacted] - Release Date: 10/30/14Internal Virus Database is out of date.Regards,[redacted]

Excellent customer service always honest and fair.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The response from Vivid doesn't cover all the cost and damages they caused to my vehicle. The [redacted] was not all the cost that I have incurred in restoring the my car to operational. My Out-of-Pocket cost may never have happened if Vivid know exactly how to repair my car as they claim they to be. My cost was $138 with [redacted] V=[redacted]z, $95 with [redacted] European, and a missing clip for the air filter box. I willing to dismiss the punitive damages, unnecessary the hassle and run around when my car was inoperable caused by the damage made by Vivid Racing.

Regards,[redacted]

This was my first time using vivid for my parts needs. And let me tell you, it won't be the last. They have a very good selection of parts, and the customer service is phenomenal! Item was as described and arrived right on time, which as I know we all(car builders) can appreciate this. Thanks for a great company!

Great pricing, great product knowledge and great customer service!

This company shipped 4 wheels to me, the boxes they were packed in were nearly destroyed and 2 of the wheels were damaged, they keep sending messages about leaving reviews but won't respond to any of my messages about the damages. Terrible service.

I was pleased with Vivid Racing service and time it took to receive my product. Would refer them too everyone I know.

There is pending litigation for this so it was in our attorneys recommendation to not respond as we had already responded to all his emails. We have pictures, videos, and emails from the customer of him thoroughly enjoying the product and thrashing his car.  Having repaired several...

things for him free a couple of times, he would be deployed and gone for 6 months at a time.  Over the course of these 3 years, we eventually discontinued the kit.  When he had major issues with his car from the extreme driving he was doing, we let him know we could not support him anymore as we discontinued the product.  He then took the car somewhere else and paid them to remake or fix parts of the car that he choose to.  We saved all these posts, videos, and pictures but Mr. [redacted] took most of them down so he could not be seen as guilty from abusing his vehicle.

Because Vivid Racing reserves the right to accept or decline your order for any reason, typographical, product photo, and/or pricing errors that may occur do not entitle a customer to receive something from those errors. Vivid Racing cannot be held responsible for honoring...

purchases caused by such errors and will simply take action to correct the error.  These errors are not a misrepresentation of a product, business, manufacture, or sale but an error which Vivid Racing's responsibility is to correct the error. We have an entire data team dedicated to updating pricing and product changes. Many (most) vendors do not tell us when they have product or pricing updates.  As diligent as we are to update our content, it is impossible to keep it 100% accurate at all times. To resolve this issue with this client we offered to discount the item or refund him in full. He felt that we were obligated to adhere to the incorrect price on the website.  Since the client was not willing to pay the difference, we refunded this client in full and canceled the order. Terms and conditions are posted on our company websites.  http://www.[redacted].com/[redacted]If we can be of any further help please let us know.

The most wurst company vivid racing I order maesterschaft exhaust am 10/25/2015 the toll me wetting time is four weeks am November 30 I email May seller and the toll me your seller is no working for as enimore,I pay the full price in first day total 1935.00$,wich normal everybody pay haft and the other haft when the order is ready??!Now the toll me 12 weeks to get May order and plus I email the owner the vivid racing and he never try to contact me plus I am email in back and for with a nice costomer service Simone is her name,and she train to keep me happy bay promising that maybe that week or nex week!! I am wetting one more week and ask for May money back,and never wish anybody to do busnies with tha people!! I am Very disappointed!!

This is the first time I've ever installed anything under the hood of a vehicle. [redacted] was great at helping me select a [redacted] that would be easy for me to install as well as giving me great performance. The sound under throttle is amazing! It sounds more like a hot rod than a truck. The engine pulls hard to red line and I feel that I got more power than I was expecting. Thanks for steering me to a great product!

Review Text:
I have a 2011 Cayman S that has had numerous upgrades both on the body and the power plant. Vivid Racing went all out to help me. Sean G at Vivid was very professional and knew what I was looking for. I placed my order, and Sean stayed on point to make sure everything was done to meet my needs. Tech Art, Vivid Racing and Sean G make the buying experience worthwhile. Parts fit well and work as advertised.
Thank you Vivid Racing and Sean G.
R[redacted]

Great experience everything I've ordered. Dan and crew are very helpful appreciated.

I am truly impressed with my first of many transactions with Vivid Racing.
The rotor/pad set I ordered were on backorder from the manufacturer, and the staff at Vivid Racing was persistent in their communication with me along the way.
The rotors and pads arrived as promised, and I am very happy with both the product, and the service I received from the entire staff at Vivid Racing.
I highly recommend them for all your motorsports needs!
Thanks!