Automotive Performance Tuning

Complaint: [redacted]
I am rejecting this response because:[redacted], here is the rebuttal, this was not submitted on time due to being out of town as well as getting information in order for a response. Attatched is a document, if it is unable to load I also have copied it and left it below this.Case ID [redacted]-- [redacted] Revdex.comATTN:    [redacted] RE: ID[redacted] I provide this rebuttal with regards to the above ID, specifically [redacted]’s comments dated 5/22/17. -          In response directly to his complaint…. The company admits it installed a tune on 10/15/16 and the turbocharger failed following day.This response itself is an outright indictment of the shop!  The vehicle was brought into the shop with a turbo in good working order and a day after subsequent work had been performed the turbo no longer performed as it should. Let’s absorb [redacted]’s written statement, “a day later”, now I’m certain the shop employees have a Pennsylvania state licensed vehicle inspector and or has the ability to provide such service. Performing such a service would require a test drive. Now being this vehicle was not in the shop for a state inspection, nonetheless the vehicle was driven into the shop by employees whom would be qualified & knowledgeable to competently diagnose an issue if one where truly present. Furthermore if the shop had known of an issue with a client’s vehicle why would any shop knowingly perform an additional service without first searching out the root cause of an alleged check engine? No such documentation exists that has been acknowledged by me, as a company who performs work it would only serve logic to accurately document and have authorization to perform said diagnosis prior to rendering additional services but you want to state you knew an alleged problem and accepted a vehicle and decided to bypass alleged problem by installing other non related items!In conjunction with the above, the shop documents the exact mileage of the blown turbo at 5,564miles per there response and again this leads me to seriously call into question the shops inability of initially seeking and locating the alleged check engine without documentation and acknowledgment. The shop immediately contacted me with the grave news in regards to cost of turbo replacement by APTuning, and I was required to procure a part directly from ** at APTuning’s insistence they could not get the part themselves. -          We removed the tune…. The tune was removed at my insistence; yes the shop had credited me for that portion. In hind sight I now view this as a gesture to pacify me due to the real issue at hand, expense of a new factory turbocharger replacement and items such as but not limited to: down time, alternative transportation, etc…To further my cause, per APTuning’s own receipts it clearly states, “refunds will be issued by check only”. [redacted] clearly states in his response I was credited, I do not have a concern with a credit but do take issue with APTuning not following its own written procedures and drawing further questioning of the shops ability to put the customer behind its own wants and desires. -          Despite the complaint…. After performing my due diligence this is one of the routes I currently decided to pursue, contacting the Revdex.com which initiated this course of action. -          Upon first receiving them…. The chargeback was an attempt to cancel payment on the basis as outlined within the original complaint and this rebuttal. In reviewing this chargeback it was not presented and executed with clarity but its intention stands, refund for services due to your shop causing unnecessary damage to my vehicle and attempted to place blame on me when your shop failed to properly diagnose an alleged check engine light and a further alleged defective coupler/hose which would have been readily apparent if said issues actually existed at time of drop off & service.-          In regards to the rest…. As outlined within I refer you to the previous rebuttals as there is no need to reiterate what has been said this far.-          Yes, the turbocharger that your shop installed failed at a later date and was replaced by **, this  information brings no merit to the issue at hand and frankly appears to be purely an attempt at overloading the current information and swaying from the facts at hand.-          At the end of the day… [redacted], I am truly appalled at your accusation and this substantiates my position of performing what may be my first step of due diligence. First, there have not been upgrades as you yourself wrote the tune was removed. Second, the turbocharger replacement was a factory replacement resulting from your shops errors. Again, another false statement provided by you in attempt to protect your own interest in lieu of doing what’s right and accepting responsibility for your shops actions. I remain steadfast in being made financially whole and in consideration of such I will not discuss this matter or the use of your shop henceforth with any party and by agreement Automotive Performance Tuning, LLC and its employees would also abide. -          On a side note…. I can understand you not wanting the owner to know about an issue with the shop however his information was publicly available and was initially forwarded to. I appreciate and will respect this request being you. [redacted], acting on behalf of the company, Automotive Performance Tuning, LLC.Respectfully,[redacted]

To [redacted]:This response is to the case ID [redacted] filed by a [redacted] requesting a refund for services/products rendered. I would first like to say this complaint is quite odd as [redacted] has previously fraudulently tried disputing credit card charges for same...

instances but lost one of those disputes but gained the other simply on a technicality with [redacted]’s merchant rules.In response directly to his complaint, yes we did install an APR performance computer tune on the vehicle 10/15/16, and yes the turbocharger did fail the following day. However [redacted] failed to mention that cause of the turbo failing was the defective hose/coupler which was on the car previously from another company and had nothing to do with APR or APTuning. The hose was literally disconnected which caused the turbo to overspin and work as hard as it possibly could to make boost which, because of the disconnected hose, never actually made it to the engine.He also told us how the car would trigger a check engine light when he would go full throttle, this put the car into a limp/protection mode(these cars are smart enough to know something is wrong nowadays). However [redacted] then also stated how he would keep turning the car off and back on to continuing going full throttle, essentially negating the cars own safety system. We informed [redacted] that we are very confident thats what caused the turbo failure and he seemed to understand and acknowledge that. The defect referred to in the APR software previously was a drivability issue to the best of my knowledge and nothing that would ever cause a turbo to fail. At this point of knowing the turbo was now blown we even offered to take the car to the dealer for [redacted] in hopes that it may be covered under warranty(the car only had 5,564 miles on it), however given all the other modifications done to the car he decided it wasn’t worth attempting and elected to have us replace the turbocharger with a new one direct from [redacted]. We performed the repair and the car was back to normal operating condition. At this time [redacted] also chose to have the APR performance tune removed simply for peace of mind.We removed the tune and programed the car back to oem specifications and credited the purchase price to the existing invoice for the turbo replacement(this credit becomes an issue later on). The vehicle was paid for an picked up on 10/20/16. Everything was fine and [redacted] went on his way. Despite the complaint [redacted] filed with the Revdex.com, we never heard from him again. His complaint has stated that he “talked to company”, assuming that means contact with APTuning, if so that is incorrect. 11/27/16 is actually the date he filed the chargeback with his credit card company. We received the chargeback paperwork roughly on 12/4/16.Upon first receiving them(the 2 transactions were filed separately) I thought it was a mistake because the first chargeback was for the cost of the original APR performance tune which we credited back on the invoice of the turbocharger replacement, and the second one was worded in a way that made it look like [redacted] wasn’t disputing the whole transaction, but just that he only owed APTuning $0.01, yes one penny. First thing I thought was maybe he forgot we credited him back for the tune and was just a mistake, and the second was maybe a glitch on the credit card companies end as it was two charges within days from the same company or something. At this point I attempted to call [redacted] numerous times to figure out what was going on or what happened, even tried contacting him on Facebook but never got a call back or a response. I proceeded to file the paperwork on the chargeback which we later received the money back for the larger invoice of replacing the turbocharger as they found there was no basis for the dispute and everything was in order. However the chargeback for the smaller amount of the APR performance tune we were unable to recover, even though there was proof that he was credited back for it on a separate invoice, [redacted] merchant rules consider that store credit and not an actual refund. Therefore [redacted] has received the amount of money back twice, once as credit on the turbocharger replacement invoice and again from his credit card dispute. So rather then just getting his money back on that to be made whole, he is actually gained $649.23. APTuning is in the process of pursuing this civilly. In regards to the rest of [redacted]’s complaint of the replacement turbo failing 2/6/17. We were never made aware of this and are completely baffled why this would come up 3 months later by being filed with the Revdex.com. [redacted] has never provided any information or data as to how or why this subsequent failure was an installation error. Upon receiving this complaint I did some research and found that according to the notes of the dealer which replaced the turbo, there is no mention of installation error and was diagnosed as failed seals inside the turbocharger and treated as simply a defective part. There is actually some common knowledge in the ** community of issues with turbos on the 2015 and newer engines. The vehicle also had 12,235 miles on it at this time, nearly 7,000 miles later which I think further disputes an installation error. At the end of the day I truly feel like [redacted] is simply trying to get his upgrades and repairs done on someone else’s dollar. Why that falls on APTuning I really don’t know and wish I had the answer to. On a side note Automotive Performance Tuning is an LLC and [redacted] has no reason to contact or solicit [redacted] at his personal residence and we hope that does not continue.  If you have any questions or need clarifications on anything in regards to this complaint, please feel free to contact me.Automotive Performance Tuning LLCThomas D[redacted] - General Manager[redacted]