Excelerate Performance

Complaint: [redacted] I am rejecting this response because: My technician and I are going to video record from start to finish the install Before and after cabin noise This is the last attempt we are going to make and then we are just going to stop communication regarding this issue This is wasting a LOT of our time when we obviously are seeing two different things (us under the hood, and your company looking at your diagram which doesn't match what we see) We will make this video ASAP and hope to resolve this I still feel that you are making me, the customer, go WAY out of my way to prove something to you that you could just honor due to the simple fact you say you've sold thousands of these, meaning 400k dollars at least, and you won't make good on one order That's a shame.Sincerely, [redacted]

Hello T [redacted] I apologize for the inconvenienceYour order was placed and we did process the order using the address you providedUnfortunately, there was a stored address in the system from a previous orderSo unfortunately a couple of the packages went to your old addressWe requested a redirect once we determined the issue but only half the shipment was redirectedWe called you several times, even recently, to help resolve thisYou had stated that you were fine with waiting and we had stated it would take a few days while we worked out the details with the warehouse and [redacted] Then, you filed a [redacted] claimThen, just a few days later, we received this complaint and a [redacted] dispute, even though we were working to resolve your issueWe reached out even on Monday, 4/24/17, to talk with you further and you stated:I resolved the issue on my own, so if you would like to further continue the investigation to recover the products for your sake then that's okAt this point I consider it resolved on my end though to make you awareThank you for your time, [redacted] So please let us know how we're supposed to resolve this further as currently with the dispute you've filed you've made your own resolution, even though you've received at least some of the parts that were ordered, if not all

We are not asking you to take a videoSimply send the pulley to ** and they will put it on a machine and check it for any issuesI will even cover the shipping costs so there is no cost to youPlease send me an email if you'd like to do so so that we can get you taken care ofThank you

***, I'm sorry to hear you weren't happy with the solution we offered youWe spent a considerable amount of time communicating with you and your mechanic. However, in the end the reason you're upset is, in your own words, " So bottom line is, I am unhappy with
your
product, and you guys aren't backing it." Unfortunately we do not offer returns on parts that are installed because you're "unhappy"Returns on new parts are acceptableAnd if there is an issue with your part, which to date we have not ever had an issue with this part, then we will warranty it free of charge for youAs outlined in our Return Policy/Terms, which you agree to when you place an order as noted on the website: All authorized return merchandise must be new, unused, and in its
original saleable packaging, and must also include all hardware and
documentation***For the record here is a summary of the conversation between you, your mechanic, and us via email:The rubber ring on the
damper is not a balancer
It's a rubber ring to
reduce noise from the
factory pulley
There should be no
vibration with the pulley
If there is something is
amissEither the pulley
didn't get seated properly
or wasn't installed
properly or is damaged
The factory crank pulley
is not a harmonic
balancerHis engine is
internally balanced and
the pulley has nothing to
do with balanceYou are
likely thinking back to
old domestic VdaysThat
doesn't apply to the * *** motorsIn fact we
have this same pulley on
thousands of J-series
*** motors with no
issue, some with over 250k
miles
Take a look at this link:***
Just a FYI the pulley we
sold you is gram
balanced and *** machined,
which is better than the
pulley it replaces.The solution we offered:***, ship the pulley to URIf there is an issue we will replace it
free of charge, ship another one out free of charge, and cover your
original shipping cost
That being said there should have been no charge to install the
pulley the first time since a timing belt was being doneThe crank
pulley comes off when you do a timing belt job
If this works for you, I'll get an approval # and address from UR._____________________________________________________________________________...⇄ are still willing to assist you on thisIf there is anything wrong with the pulley we'd be happy to warranty and replace it for you free of charge

*** you're misinformed as to what your crank pulley is and how it worksLook at the image below, particularly image #14, your crank pulleyThere is nothing attached to your factory damperNow look at the aluminum pulley, manufactured by Unorthodox Racing, you were sold shown belowThere is nothing attached to it because nothing needs to be attachedWhy? Read the information from ** listed below***Dampers: Facts Not Fantasy
Much
of the science behind dampers is based on theories in books, applied in
a vacuum, not actual real world factsMost people buy a damper because
they heard they needed one or out of a fear of the unknownThe problem
is people don't know why they do or don't need a damperThere is no
mystery here, just cold hard facts based on real world use and needSo
lets get started.First what is a damper? The most basic
definition comes from ***, which says; a damper is a dulling or
deadening influenceNow that's pretty simplistic but its a great start
A damper is designed to absorb motion and frequency (harmonics) created
by the crankshaft and the rotating assembly (rods, cams, etc)The most
important aspect/element of a damper is how it's mounted to the
crankshaftA damper must be interference fit to the crankshaft snout
This means the damper must be heated up to be pressed onto the
crankshaft snout, making a fit so tight its like the parts were made
from one piece of metalWithout being interference fit a damper cannot
function according to the most basic law of physics, "every action must
have an equal and opposite reaction." Without interference fit a damper
moves on the crankshaft snout and loses all of its ability to counteract
crankshaft torsional movement.The purpose of a damper is to
protect the crankshaft from cracking due to excessive torsional movement
and harmonic frequenciesA damper has no effect on bearing wear, it is
the engines balance and build tolerances that control bearing wear
Dampers are not necessary in most modern engines because of the many
advances in engine design but more importantly the quality of the
materials and machining tolerancesFactors such as shorter stroke
lengths, short piston TDC dwell time, no piston pin off-sets, forged
crankshafts and engines that are balanced to blue printing specs or
better (*** engines are gram balanced)Another important factor is
the actual tune of the engine, especially when modifiedPoor tuning
leads to detonation which is an engine killer and no damper can stop
this damage.Now that these important facts are out in the open
you need to figure out if your engine does or doesn't need a damperIf
your factory crank pulley is not interference fit onto the crankshaft
you do not need a damperA great example of this is the *** ***
(1990+ ***, ***, *** & ***) which has its crank pulley
mounted to the engine with four small MboltsThe 420A SOHC/DOHC crank
pulley *** ***, etc.) is interference fit but not because it
needs a damper but because there is no key or dowel pin to hold the
pulley from spinning on the crankshaftStill confused? If you unbolt
your crank pulley and it slides off the crankshaft you do not need a
damperThere are a few engines where the crank pulley is sometimes
slightly tight (*** * ***) but these engine also do not need a
damper.Now lets cover some damper terminology
mis-understandingsThe term "Harmonic Balancer" is often used but is
incorrectThis type of device does not exist but was created by putting
two terms togetherThe words are harmonic damper and engine balancerA
harmonic damper is just a fancy name for a damperThe term engine
balancer is for engines that are externally balanced and have a
counterweight cast into or bolted to the crank pulley or damperThe
proper way to describe the incorrect term above is Harmonic Damper or
Damper with or without external balance weight.Now many
people will still have lingering confusion even after all the facts
aboveThis is ok as we are changing people's understanding through real
facts not urban myths and legends that have persisted for too longAs
discussed above many of the pulleys on import and smaller domestic
engines have an elastomer (rubber ring) incorporated into the pulley
making them look similar to a damperThe elastomer in the OEM pulley
serves as an isolator, suppressing noise from the engine accessories;
the A/C compressor, P/S pump, and alternatorThis noise is what car
manufacturers call NVH (Noise Vibration & Harshness) which they want
to keep out of the passenger compartmentIts the same reason OEM's use
of dual mass flywheels to quiet transmission noise and freewheeling
alternator pulleys to quiet even more alternator noise.Many
earlier generation crank pulleys on domestic & import engines have
no rubber at allWe have samples of many of these from ***/*** B
& D Series engines, 2.4L ***, 1.8L ***, 2.3L ***, 2.2L
***, and 1.8L *** just to mention a fewSome people will now
worry that because we remove the NVH damper they will start to hear more
engine accessory noiseThe type and amount of NVH is unique to every
carAs an example NVH will increase with aftermarket intakes or
exhaustsOEM intake and exhaust systems use baffles and resonators to
quiet intake and exhaust noiseAftermarket systems eliminate these
baffles and resonators to increase HP but they also increase noise from
the throttle opening and from the additional size of the freer flowing
exhaustTo most people the increase of in NVH makes for a sportier
driving experience not to mention more HP.For engines that need
dampers UR will finally be offering the most innovative new damper
technology in yearsThe Ultra Damper will be in a class by itself
offering unmatched damping capability from idle to redlineEven more
amazing is the Ultra Damper will be ligther than the factory damper and
any other damper currently availableOnce again UR is leading the
industry in advanced light weight solutions helping increase engine
efficiency, saving you the consumer money on fuel and maintenance costs
________________________________________________________________________________...⇄ your pulley has some issue we will warranty and replace it for youHowever, we have never to date had a warranty on this pulleyUnless the pulley was installed incorrectly or heavily damaged it would never create any vibrationAnd if your pulley has a manufacturer defect we will replace it free of charge

Hello T[redacted] I apologize for the inconvenience. Your order was placed and we did process the order using the address you provided. Unfortunately, there was a stored address in the system from a previous order. So unfortunately a couple of the packages went to your old address. We requested a...

redirect once we determined the issue but only half the shipment was redirected. We called you several times, even recently, to help resolve this. You had stated that you were fine with waiting and we had stated it would take a few days while we worked out the details with the warehouse and [redacted] Then, you filed a [redacted] claim. Then, just a few days later, we received this complaint and a [redacted] dispute, even though we were working to resolve your issue. We reached out even on Monday, 4/24/17, to talk with you further and you stated:I resolved the issue on my own, so if you would like to further continue the investigation to recover the products for your sake then that's ok. At this point I consider it resolved on my end though to make you aware. Thank you for your time,[redacted]So please let us know how we're supposed to resolve this further as currently with the dispute you've filed you've made your own resolution, even though you've received at least some of the parts that were ordered, if not all.

Complaint: [redacted]I am rejecting this response because:
This is a 195 dollar Pulley plus 25 dollars shipping.... I am aware of the option to send the pulley that looks like it is in FLAWLESS condition, back to [redacted]. The problem is however we believe that the issue is installing a part that does not have the correct components attached to it to replace the old part just will not result in acceptable daily driving driveability.  This company is swearing up and down that my car does not have a part attached to the old pulley that acts as a harmonic balancer, but according to EVERYTHING me and every technician at the local [redacted] can SEE in our hands (old part and new in a box) they most certainly do!  That being said, yes I am "unhappy" with the product and would like to send it back for a full refund based on that.  I think THAT is reasonable considering I would have then paid shipping TWICE on a part that did not deliver the expected performance!  And they get their pulley back!?  I don't see the issue... If they really have sold THOUSANDS AND THOUSANDS of these pulleys and never had an issue that is great.  This particular time they have one that is not up to par for whatever reason (and it should not be my responsibility to play investigator to figure out why).  They should refund me 100%.  Sending it back to [redacted] will cost me a lot of money because when they get this pulley back it will look fine, but will not realize that in my car it causes massive vibration due to not being able to swap my rubber weighted part that is or acts like (however you want to put it) a harmonic balancer onto it.  So the conditions were I would get a my shipping and everything refunded IF I sent it back and it was found defective?  What if the quality of the part is just poor?  Then I am just out that money?  No that is unacceptable.  I will not settle for less than a full refund but as I said would be ok with paying the shipping to send it back and just end this ordeal.  Sincerely,[redacted]

Worst experience ever. I ordered parts from them. They shipped out wrong parts to me. Then gave me the only run around trying to straighten things out back and forth emails and phone calls. Especially one of their sales girl Nicki. Who avoids you when you call. When you do get thru they tell you what you want to hear and yes you to death but dont get anything done so eventually when I asked for a refund they want to charge me a restocking fee for the errors and mistakes they made. They're all about keeping your money and try they best not to refund you anything and if they do they want a restocking fee Instead of trying to make things right for the errors they made.. Never again will I make any purchases thru excelerate smh

Complaint: [redacted]I am rejecting this response because:
 
My technician and I are going to video record from start to finish the install.  Before and after cabin noise.  This is the last attempt we are going to make and then we are just going to stop communication regarding this issue.  This is wasting a LOT of our time when we obviously are seeing two different things (us under the hood, and your company looking at your diagram which doesn't match what we see).  We will make this video ASAP and hope to resolve this.  I still feel that you are making me, the customer, go WAY out of my way to prove something to you that you could just honor due to the simple fact you say you've sold thousands of these, meaning 400k dollars at least, and you won't make good on one order.  That's a shame.Sincerely,[redacted]

Review: I ordered a lightweight crank pulley for my 2009 [redacted] from this site. I had the part installed by a [redacted] Certified technician with over 15 years experience. After installation, my technician explained to me that my car had a harmonic balancer that kept vibration in check on the factory pulley that we were replacing. He was afraid that due to the harmonic balancer not being able to be swapped over and used with this new 200 dollar pulley, that there would be a lot of vibration. Sure enough, during the test drive he noticed EXTREME vibration, notified me, and I decided to tell him to put the old one back in because that is NOT what I was paying for. I contacted Excelerate Performance and was VERY upfront with the people there, explaining the situation and that I understand if I maybe wouldn't normally get my full refund due to the installation of the part, however it was in LIKE NEW condition and was taken out immediately due to not living up expectations. The owner, [redacted], then told me that they have NEVER had any issues with this and proceeded to tell me that it was my technician that installed it incorrectly. My technician, then as a courtesy, contacted the owner and explained the situation. Long story short, the owner was telling my technician...who works on these cars EVERYDAY, that there was in fact no harmonic balancer in the vehicle to begin with...which is ridiculous. Then he continued to tell my tech that he must have installed it wrong. This is horrible customer service. I could easily obtain a copy of a Tech Certification by [redacted] for this Tech, but I think that is over the top. He is one of the top technicians I would trust [redacted] or [redacted] with at the dealer. I know a dozen other techs that would do the install and say the same thing. This company was trying to dodge a refund and it isn't right. Nobody EVER buy from them, and certainly don't buy a crankshaft pulley! Trust me!!!!! I even warned them of the Revdex.com complaint that would follow. Still nothing.Desired Settlement: I am willing to pay the shipping to return the part that I'm ASSUMING is defective since the company swears up and down it never happens in other cars of the EXACT same model. I know for sure it was not a bad install. Only way I'm retracting this is if I get a full refund at this point. I had another idea to have the part installed on the books at the dealer to prove it wasn't the install by my tech but that will end up costing me double the cost of the part after install/uninstall+ship back.

Business

Response:

[redacted], I'm sorry to hear you weren't happy with the solution we offered you. We spent a considerable amount of time communicating with you and your mechanic. However, in the end the reason you're upset is, in your own words, " So bottom line is, I am unhappy with

your product, and you guys aren't backing it." Unfortunately we do not offer returns on parts that are installed because you're "unhappy". Returns on new parts are acceptable. And if there is an issue with your part, which to date we have not ever had an issue with this part, then we will warranty it free of charge for you. As outlined in our Return Policy/Terms, which you agree to when you place an order as noted on the website: All authorized return merchandise must be new, unused, and in its

original saleable packaging, and must also include all hardware and

documentation. [redacted]For the record here is a summary of the conversation between you, your mechanic, and us via email:The rubber ring on the

damper is not a balancer.

It's a rubber ring to

reduce noise from the

factory pulley.

There should be no

vibration with the pulley.

If there is something is

amiss. Either the pulley

didn't get seated properly

or wasn't installed

properly or is damaged.

The factory crank pulley

is not a harmonic

balancer. His engine is

internally balanced and

the pulley has nothing to

do with balance. You are

likely thinking back to

old domestic V8 days. That

doesn't apply to the [redacted] motors. In fact we

have this same pulley on

thousands of J-series

[redacted] motors with no

issue, some with over 250k

miles.

Take a look at this link:

[redacted]

Just a FYI the pulley we

sold you is 0 gram

balanced and [redacted] machined,

which is better than the

pulley it replaces.The solution we offered:[redacted], ship the pulley to UR. If there is an issue we will replace it

free of charge, ship another one out free of charge, and cover your

original shipping cost.

That being said there should have been no charge to install the

pulley the first time since a timing belt was being done. The crank

pulley comes off when you do a timing belt job.

If this works for you, I'll get an approval # and address from UR._____________________________________________________________________________...⇄ are still willing to assist you on this. If there is anything wrong with the pulley we'd be happy to warranty and replace it for you free of charge.

Consumer

Response:

Review: [redacted]I am rejecting this response because:

This is a 195 dollar Pulley plus 25 dollars shipping.... I am aware of the option to send the pulley that looks like it is in FLAWLESS condition, back to [redacted]. The problem is however we believe that the issue is installing a part that does not have the correct components attached to it to replace the old part just will not result in acceptable daily driving driveability. This company is swearing up and down that my car does not have a part attached to the old pulley that acts as a harmonic balancer, but according to EVERYTHING me and every technician at the local [redacted] can SEE in our hands (old part and new in a box) they most certainly do! That being said, yes I am "unhappy" with the product and would like to send it back for a full refund based on that. I think THAT is reasonable considering I would have then paid shipping TWICE on a part that did not deliver the expected performance! And they get their pulley back!? I don't see the issue... If they really have sold THOUSANDS AND THOUSANDS of these pulleys and never had an issue that is great. This particular time they have one that is not up to par for whatever reason (and it should not be my responsibility to play investigator to figure out why). They should refund me 100%. Sending it back to [redacted] will cost me a lot of money because when they get this pulley back it will look fine, but will not realize that in my car it causes massive vibration due to not being able to swap my rubber weighted part that is or acts like (however you want to put it) a harmonic balancer onto it. So the conditions were I would get a my shipping and everything refunded IF I sent it back and it was found defective? What if the quality of the part is just poor? Then I am just out that money? No that is unacceptable. I will not settle for less than a full refund but as I said would be ok with paying the shipping to send it back and just end this ordeal. Sincerely,[redacted]

Business

Response:

[redacted] you're misinformed as to what your crank pulley is and how it works. Look at the image below, particularly image #14, your crank pulley. There is nothing attached to your factory damper. Now look at the aluminum pulley, manufactured by Unorthodox Racing, you were sold shown below. There is nothing attached to it because nothing needs to be attached. Why? Read the information from ** listed below. [redacted]Dampers: Facts Not Fantasy