Apex Performance LLC

Initial Business Response /* (1000, 12, 2015/10/28) */
The work we performed on this customer's car were not "minor simple repairs" or "minor engine modifications" or anything else that the customer claimsThe customer brought us a Subaru STI to be transformed from a car that makes 300hp
stock, to a car that can safely make nearly 500hpThis involved:
Replacing the turbocharger with a larger one
Replacing the intercooler with a larger one
Replacing the radiator & main coolant hoses with upgraded parts
Replace coolant overflow tank, washer fluid reservoir, & upper coolant fill tank with upgraded parts
Deleting the emissions air pump & tumbler valves
Replacing the clutch & flywheel with upgraded parts
Upgrade the clutch fluid line and bleed the clutch fluid
Replacing the engine mounts, transmission mount, pitch mount, & bushings inside the transmission crossmember with upgraded parts
Replace the steering rack bushings with upgraded parts
Installing a short-throw shifter & upgraded shifter bushings
Replacing the fuel pump in the gas tank with upgraded part
Replace the spark plugs with upgraded parts
Completely custom fuel system in engine bay that includes: different fuel feed pattern than factory design, upgraded fuel injectors, upgraded fuel feed rails, custom-routed fuel lines, & introducing two NEW parts to the system: fuel pressure regulator & a sensor to measure the ethanol content of the fuel
Install and wire into vehicle gauges to monitor engine performance
Drastically alter the crankcase ventilation system by installing an air/oil separator (aftermarket part that re-routes all of the crankcase ventilation lines to prevent oil/contaminated air from being reintroduced to the engine
Additionally, this customer wanted to have his intake manifold and the air/oil separator unit powdercoated a custom color by a company over miles from our shopThis required completely stripping the intake manifold of all vacuum lines, solenoids, mounting brackets, etc, and later reinstalling these itemsWe were also supposed to install much larger wheels/tires than stock, after using a fender rolling tool to remove the lip on the fender archesThe wheels were also to be powdercoated a custom color by this same distant shop
These rare Japanese wheels were paid for by the customer on 5-1-2015, and ordered from the manufacturer by our shop on 5-4-under purchase order #They were to be shipped directly to the powdercoat shop to save timeUpon placing the order, we were told by the manufacturer that an estimated ETA was mid-to-late JulyAt this time, the customer told us he wanted to wait for the wheelsMost of the other parts for this project were ordered by our shop 6-3-2015, after being paid for in separate payments on 5-27-and 5-29-
On 7-27-2015, I received an e-mail from the wheel manufacturer, stating that the ETA had been pushed back to late SeptemberThe customer chose to continue waiting for these wheels; they were to be a part of the ultimate projectOn 8-10-2015, the customer opted to cancel the wheel order, using the "refund" from this cancellation to order additional parts we did not have in stock, such as drecaps for the power steering fluid, engine oil fill, brake master cylinder, and other items
I honestly could not say when we received the finished (from powdercoating) intake manifold and AO separatorThe first pictures were posted by the customer with these parts in his possession on 7-13-2015, and the earliest pictures I have of these parts date 7-28-(screenshots are available upon request)So, we did not even have the critical parts needed to continue the work until the end of JulyAt this time, we informed the customer that our immediate focus was on finishing a long-term engine build for a different customer, an enlisted member of the Air Force, who was being transferred to a new station and needed their car finishedWe explained that his car would not be worked on until the other car was finished so we could ensure this servicemember a timely moveThe final date of this invoice is 8-28-(screenshot available upon request)
Upon review of this information, it appears that the customer's stated "months of waiting for these minor modifications" is not quite accurate, as there were many factors involved (backordered parts, not receiving critical parts until the end of July due to powdercoating, etc) that contributed to the length of time we were in possession of this customer's car (which was parked inside our shop to be protected from the elements, at no charge, during this time, while other customer vehicles sat outside)In reality, just over weeks elapsed from the time we completed the Air Force servicemember's vehicle to the time this customer picked up his car from usOn 9-13-2015, the customer informed that his vehicle was running, but not running properlyRather than giving us adequate time to sort out any issues, put test-miles on the vehicle, etc, he insisted on picking up his vehicle in its unfinished state, stating "well I'll bring a trailer with." Further, he stated that he intended to pick up his car without paying the remainder of the labor/parts charges, stating that we should leave the vehicle outside for him and he would "slip a check under the door."
We have been in business since 9-21-2010, and no customers have had issued with our operations or the quality of our workWe stand by our workLet me once again state that almost every system on this vehicle was drastically altered, including a completely custom fuel system that we had to design, measure, mock-up, test fit, and alter, to find a way to fit all of the new components in the engine bayThe intercooler used was *significantly* larger than stock, preventing the passenger side mounting bracket from being usedAs any aftermarket performance professional will tell you....aftermarket parts do not always fit like factory partsSomethings things need to be altered, removed, or changedThere are unavoidable issues when dramatically altering major vehicle systems (like fuel) that require close attention during a test-driving period to addressRather than allow us, as industry professionals, to finish our jobs, the customer insisted on driving his vehicle home, when he was told multiple times that it was *absolutely unsafe* to operate the vehicle without engine management tuning
We do not feel that, at any time, communication with the customer was lackingHe was told about the back-ordered wheels, about the Air Force servicemember's vehicle that needed to be finished before his (and had been at the shop before his), and the fact that the vehicle was running poorlyWe feel that our level of service to this customer was above and beyond what one typically experiences in this industry, from keeping his car in our shop to protect it from the elements at no charge, to taking his engine management tuner home to be updated on a private, personal computer so that it could successfully interface with the vehicle (without which the car would not have been able to start at all), to spending long nights working on this vehicle when we do have other, full-time jobs (our lead technician is also a full-time telecommunications technician for the Army), to even holding his final check for an entire week prior to depositing it as a courtesy to him, so that he could receive his pay before we deposited the check
This customer was regularly indecisive, adding to the project with things such as powdercoating, dreitems, etc, through July and into August, creating delays that contributed significantly to the amount of time his vehicle remained with us, was ultimately unwilling to allow us to finish his car properly, and now wants to blame the resulting problems on usThe last we had heard, this customer had taken his vehicle to the dyno and made over 430hp at the wheels, which was actually what our prediction to him was, and right where he wanted to be for horsepower
As for any damage to the vehicle body, all deficiencies in the vehicle body existed prior to his car arriving at our shopWhen he attempted to blame us for these, it was explained that we do not wear jeans with any buttons, and use a Craftsman fender cover, to prevent damage/scratches to customer vehicles at our shopNo issues were ever brought to our attention with the engine wiring harness, coolant line, crankcase vent line, etcAt no time did the owner of the company state that it "was not his responsibility bc he was not the one that put it together." (Screenshots of all conversation after vehicle was picked up are available upon request)
This customer is unfortunately not going to receive any refund or reimbursement, nor did he even ask us for oneIt is sad that we had to lose a friend this way, but I suppose there's a lesson to be had about doing business with friends somewhere in this
Initial Consumer Rebuttal /* (2000, 18, 2015/11/09) */