Holley Performance Products

This is to inform you that Holley has made contact with Mr [redacted] on 2/12/an apologized for the mix upWe are shipping him a replacement carburetor order# [redacted] free of charge to the confirmed [redacted] Thanks! [redacted] Holley Tech Sales Supervisor [redacted] ***

I have made contact with the customer and offered to work with him to resolve his concerns with the product by offering replacement of part or full refundHe requested and was good with a refund and we are proceeding with processing his request today 10/23/17.*** [redacted] Holley Tech Sales Supervisor

We believe that Mr [redacted] 's request for a full refund is unreasonable in this caseWe believe that our offer to allow the return of the unused product for a full refund with no restock or return shipping fee along with a discount of the remaining used product balance off his next purchase is a fair and reasonable solutionBelow is the email transaction with Mr [redacted] when I responded on 12/15/[redacted] Fri 12/15/9:AMHello Mr [redacted] , I am sorry to hear that the catalclean use didn’t give the desired results in your caseCataclean is a preventative maintenance product that cleans the fuel system and helps restore performanceThere are times on high mileage engines for example with heavy carbon/fuel deposits in the system that will require more than one treatment to clean out and get the desired resultsHowever there are also cases when multiple treatments don’t give desired results that hard parts such as the catalytic converter, fuel injectors, sensors for example are defectiveThe cleaner will not restore defective/bad or worn out partsThese will require service and replacement of the parts by a qualified mechanic in these casesYou can return the unused portion purchased direct from us as long as containers are still sealed and we will refund your purchase price and wave the restock fee and return shippingWe will not refund the balance of for the used productI can however work with you on a discount of this amount off your next direct purchase from [redacted] To return the unused product for a refund call [redacted] and choose option and advise customer service that [redacted] approved returning the product with no restock fee and [redacted] covers return shipping no charge to you To redeem the offer for a discount off your next purchase call me direct at [redacted] ***I hope you find this offer acceptableThanks! [redacted] Tech Sales Supervisor [redacted]

Please find below a detail below of our follow ups with MrVan Wert We are getting this issue taken care of to his satisfaction Let me know if you need anything further on this case Thanks, [redacted] VP – Business Development Holley Performance Products, Inc###-###-#### – Office ###-###-#### – Cell Following up on our conversation, I was able to contact Mr [redacted] this afternoon and discus his concerns Mr [redacted] stated that overall the carburetor runs well and his initial reasons for sending it in for restoration were resolved However upon return installation it developed a tight throttle issueMr [redacted] stated this issue only manifests when the engine and carburetor get hotThis complaint involves hard throttle opening as well as the throttle not wanting to return properly to idle without the need of a stiffer than usual return spring At this time, the mutually agrees upon course of action was to issue a call tag to pick up the carburetor and have it sent to my attention I will inspect it on receipt and then discuss the customers concerns with [redacted] to see if we can replicate and / or make corrections to resolve the customer concerns I will keep you up to date on the situation Sincerely , [redacted] Technical Training Manager %

We contacted the customer on 6/28/and the customer explained he had received his part [redacted] that was on back order and all was good nowHe was given direct contact information to the head of the tech service department for any future concerns with the products purchased

As a company, we strive to provide exceptional customer service and high value, top quality products to the high performance marketplaceAs such, your recent experience involving one of our products is very unfortunateBuilding a race engine (especially one that uses non-OEM matched components) is a very technical process that requires checking and re-checking every part that is assembled on to the engineAs you are keenly aware, not thoroughly checking all of the parts can lead to assembly and clearance issues, ultimately leading to failuresAs an example, in your email you referenced that you had previously discovered a set of Fel Pro head [redacted] s (a competitive brand to Holley and Mr [redacted] ) were not correct for your application due to a rivet location interference.It was stated in the claim against Mr [redacted] that one head [redacted] was test fit to both sides of the engine to ensure proper fitmentThe other [redacted] was then removed from the package and installed directly on the engine with no fit check or validationDue to the technical nature of an engine build, all parts should be removed from the packaging and checked for proper fitment prior to installationIt is the responsibility of the engine builder to ensure all parts fit properly prior to installationThe alleged incorrect [redacted] had a significantly smaller bore than your engine and should have been easily identified as incorrect for your application.Our warranty policy is very clear in that it states: ACCEL Performance Group shall not be liable for the loss of use of the product, inconvenience, loss or any other damages, direct or consequential.Unfortunately, based on the information provided to Holley, along with the lack of evidence of an improperly packaged or manufactured [redacted] (no actual packaging or photographs of the packaging were provided), we have to stand behind our decision to deny the damages claim of $Sincerely, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedRegards, [redacted] %

Revdex.com: 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 [ This product FAILED to provide advertised results, CATACLEAN states it RESTORES CATALYTIC CONVERTERS and it DID NOT = Therefore it provided absolutely no effective benefit to this consumer, and since there is no way to know this without pouring into fuel tank it is unreasonable to use the empty bottle excuseRefund my money spent in full for the used product with containers returned, as well as unused productYou are showing what a shyster company you are to all mechanics who read this ] Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

I contacted Mr*** on the email address provided and was informed the issue was resolvedWe issued him a refundPlease let me know if you have any further questionsSee customer responses below
Thanks
*** ***
Technical
Service Representative

Hello ***, We regret any inconvenience you experienced with our product not being correct for your application and apologize for the delays with customer service
processing your refundI have verified with customer service your refund is being processed and you will receive the full amount of as requestedAgain we apologize and hope to continue to service your performance parts needs in the future

Revdex.com:
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.
[Holley sent me a replacement carburetor. But I needed it before Christmas. I believe they owe me some kind of compensation for getting it to me over two months late.]
Regards,
[redacted]

This is to inform you that Holley has made contact with Mr. [redacted] on 2/12/18 an apologized for the mix up. We are shipping him a replacement 1900 carburetor order# [redacted] free of charge to the confirmed [redacted] Thanks! [redacted] Holley Tech Sales...

Supervisor [redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
 
 
 %

We believe that Mr. [redacted]'s request for a full refund is unreasonable in this case. We believe that our offer to allow the return of the unused product for a full refund with no restock or return shipping fee along with a discount of the remaining used product balance off his next purchase is a...

fair and reasonable solution. Below is the email transaction with Mr. [redacted] when I responded on 12/15/17.[redacted]Fri 12/15/2017 9:08 AMHello Mr. [redacted],                                I am sorry to hear that the catalclean use didn’t give the desired results in your case. Cataclean is a preventative maintenance product that cleans the fuel system and helps restore performance. There are times on high mileage engines for example with heavy carbon/fuel deposits in the system that will require more than one treatment to clean out and get the desired results. However there are also cases when multiple treatments don’t give desired results that hard parts such as the catalytic converter, fuel injectors, 02 sensors for example are defective. The cleaner will not restore defective/bad or worn out parts. These will require service and replacement of the parts by a qualified mechanic in these cases. You can return the unused portion purchased direct from us as long as containers are still sealed and we will refund  your purchase price 89.90 and wave the restock fee and return shipping. We will not refund the balance of 88.44 for the used product. I can however work with you on a discount of this amount off your next direct purchase from [redacted]. To return the unused product for a refund call [redacted] and choose option 2 and advise customer service that [redacted] approved returning the product with no restock fee and [redacted] covers return shipping no charge to you.      To redeem the offer for a discount off your next purchase call me direct at [redacted]. I hope you find this offer acceptable. Thanks!   [redacted] Tech Sales Supervisor[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Please find below a detail below of our follow ups with Mr. Van Wert.  We are getting this issue taken care of to his satisfaction. 
Let me know if you need anything further on this case. 
Thanks, 
[redacted]
VP – Business Development
Holley Performance Products,...

Inc.
###-###-#### – Office
###-###-#### – Cell
  Following up on our conversation, 
I was able to contact Mr. [redacted] this afternoon and discus his concerns.   Mr. [redacted] stated that overall the carburetor runs well and his initial reasons for sending it in for restoration were resolved.  However  upon return installation it developed a tight throttle issue. Mr. [redacted] stated this issue only manifests when the engine and carburetor get hot. This complaint involves hard throttle opening as well as the throttle not wanting to return properly to idle without the need of a stiffer than usual return spring.   
At this time,  the mutually agrees upon course of action was to issue a call tag to pick up the carburetor and have it sent to my attention.  I will inspect it on receipt and then discuss the customers concerns with [redacted] to see if we can replicate and / or make corrections to resolve the customer concerns.
I will keep you up to date on the situation.     
Sincerely ,
[redacted]
Technical Training Manager %

I have made contact with the customer and offered to work with him to resolve his concerns with the product by offering replacement of part or full refund. He requested and was good with a refund and we are proceeding with processing his request today 10/23/17.[redacted]...

[redacted]Holley Tech Sales Supervisor

We contacted the customer on 6/28/17 and the customer explained he had received his part [redacted] that was on back order and all was good now. He was given direct contact information to the head of the tech service department for any future concerns with the products purchased.