Steve Petty Motorsports

The customer contacted me, explaining that he had purchased a Steve Petty Motorsports (SPM) exhaust and after having the product installed, he was having fitment issuesHe purchased the product from one of our distributors (***)He stated that he works for a *** dealership that
performed the installation that also purchases SPM products from ***.I requested that the customer send me pictures of the exhaust of his vehicle, from multiple angles, so that I could see the fitment issues he was claiming to haveMany times when out customers claim to have fitment issues, it is due to improper alignment of the v-band clamps that our systems useHis pictures seemed to indicate that everything was aligned and installed properlyAt this time, I assured the customer that our products go through vigorous quality control standards during the manufacturing processalso informed him that we had sold a significant amount of this specific product without having a single complaint regarding its fitment, I suggested that he examine all of his vehicle’s components, ensuring that no parts had been replaced or had changed in character, due to the vehicle being roughly ten years oldHe stated this not to be the case, and inquired about our warranty programI explained to the customer that when purchasing a product from one of our distributors, he must contact the business or distributor in which he purchased the SPM product and negotiate a refund or item exchangeIf said business or distributor complies to the arrangement, this business of distributor will contact usAt this point, we will execute a plan to exchange or refund our distributor
This procedure is in place because our distributors pay a discounted rate for our productsFor example, if we wholesale an item at $to our distributors and they retail the same item at $150, we with not refund the construct $We refund the distributor based on the amount in which they paid for the itemIt is the distributor that refunds the customerHe seemed to understand and agreeA few days later I received a call from the customer stating that he had taken the vehicle to *** *** as agreedThe customer informed me that ***'s solutions was to cut and re-weld the exhaust to make it fit the customer was upset for more than one reasonFirst, his exhaust still did not fitSecond, at this point he knew that his warranty was voidedIf I recall correctly his exact statement was “I’m F*d.”I agreed with the customer that we would not warrant this product now that physical alterations had been made I was under the impression that he was going to speak with *** about a refundThe customer seemed to easily comprehend why we void the warranty once the item's physical mahad been modifiedHe stated that he did not agree to having *** cut and weld the item, and that they acted solely in making this decision.After speaking with many collegues within the company (SPM), including the owner himself, as a team, we concluded with a solutionOur offer to the customer was that he brings his vehicle to our facility, where we would have our staff professionally cut and re-weld the product so that it would fit his vehicle propertyIt was out of sympathy for the customer that we made him this offerHe seemed very willing and grateful, although he had voided this products warranty, that we still wanted to uphold a great customer satisfaction experienceHe agreed to the terms and together, we decided to shoot for the following week to accomplish the workEarly that following week the customer called regretting to inform one that he wasn’t able to make it within the timeframe we had discussedThe customer asked if he could get back to me with his schedule and arrange another time to accomplish the workI told him this was fineThis was the last time I heard from the customer, No communication has taken place to arrange another appointment.Due to the customer’s action, in trying to deceit you the Revdex.com, our offer is off the tableTyler T***
Account Mariaget Steve Petty Motorsports

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I should not have to drive almost two and a half hours to their facility for my exhaust to be fixed. I appreciate that SPM offered to fix my exhaust even though my warranty was voided. To resolve this solution, I would like a brand new bolt on replacement exhaust in exchange for the one I currently have on my car. I like SPM as a company and know they offer quality products, which is why I chose to give them my business. I have heard great things about SPM, but do not think I received the best customer service that I should have received. All I am asking for is a new exhaust from SPM in exchange for mine.
Regards,
*** ***

August 11, 2014
Dear [redacted],I am in receipt of your letter dated 85/14, our position hasn't changed from the first response we sent you. As we have already stated [redacted] did not buy his exhaust from us directly, [redacted] purchased his exhaust from the company he works at, [redacted]'s company purchased the exhaust from one of our distributors. Again we tried to help [redacted] as explained in the first response, [redacted] did not follow bur recommended and agreed upon steps and has voided his warranty, [redacted] confirms that he voided his warranty, again had [redacted] followed our agreed upon plan and suggestion we would not behaving this discussion. [redacted] was less than truthful when it came to the facts in his complaint. We will not be assisting in [redacted]'s complaint, as far as I'm concerned this matter is closed and will not generate anymore response.
Thank you, 
Steven P
President

Review: I purchased a full turbo back exhaust from Steve Petty Motorsports for my 2003 [redacted] 20th Anniversary Edition. I received the product and had it professionally installed by a ** certified technician at an authorized ** Dealership. Once installed the product did not fit properly. The tip of the exhaust was hanging down a couple of inches from where it should be seated. I contacted Steve Petty Motorsports and spoke to Tyler, who is one of the salesman there. We talked on the phone and e-mailed back and forth about the situation but did not get anywhere with the problem. Tyler asked to see pictures and I sent him more than enough pictures of the problem so he could see first hand. I contacted him on three other occasions and still made no progress in resolving the issue. He sent me to the tune shop where I purchased it, that Steve Petty Motorsports recommended, to have them look at it. Unfortunately, the technician at the shop had to cut apart the exhaust pipe located behind the muffler and weld it back together to try to make it fit properly. This cutting and welding of the exhaust shouldnt have needed to be done since it was a bolt on exhaust specifically made for my model and year vehicle. After he welded the exhaust back together the product still doesn't properly fit the way that Steve Petty Motorsports said it should. After having the recommended vendor that Steve Petty Motorsports told me to go to cut and weld the brand new exhaust made the warranty for the exhaust become voided. After having it installed by the recommended Tune shop I contacted Tyler again I was told that there was nothing that Steve Petty Motorsports could do because the warranty for the exhaust had been voided.Desired Settlement: To settle this dispute I would like to receive a brand new exhaust in exchange for mine from Steve Petty Motorsports so that I can have the properly fitted exhaust for my car. I followed all of what Steve Petty Motorsports wanted me to do. I sent many pictures to them and was very patient during this process.

Business

Response:

The customer contacted me, explaining that he had purchased a Steve Petty Motorsports (SPM) exhaust and after having the product installed, he was having fitment issues. He purchased the product from one of our distributors ([redacted]). He stated that he works for a [redacted] dealership that performed the installation that also purchases SPM products from [redacted].I requested that the customer send me pictures of the exhaust of his vehicle, from multiple angles, so that I could see the fitment issues he was claiming to have. Many times when out customers claim to have fitment issues, it is due to improper alignment of the v-band clamps that our systems use. His pictures seemed to indicate that everything was aligned and installed properly.At this time, I assured the customer that our products go through vigorous quality control standards during the manufacturing process. also informed him that we had sold a significant amount of this specific product without having a single complaint regarding its fitment, I suggested that he examine all of his vehicle’s components, ensuring that no parts had been replaced or had changed in character, due to the vehicle being roughly ten years old.He stated this not to be the case, and inquired about our warranty program.I explained to the customer that when purchasing a product from one of our distributors, he must contact the business or distributor in which he purchased the SPM product and negotiate a refund or item exchange. If said business or distributor complies to the arrangement, this business of distributor will contact us. At this point, we will execute a plan to exchange or refund our distributorThis procedure is in place because our distributors pay a discounted rate for our products. For example, if we wholesale an item at $100 to our distributors and they retail the same item at $150, we with not refund the construct $150. We refund the distributor based on the amount in which they paid for the item. It is the distributor that refunds the customer.He seemed to understand and agree.A few days later I received a call from the customer stating that he had taken the vehicle to [redacted] as agreed. The customer informed me that [redacted]'s solutions was to cut and re-weld the exhaust to make it fit the customer was upset for more than one reason. First, his exhaust still did not fit. Second, at this point he knew that his warranty was voided. If I recall correctly his exact statement was “I’m F[redacted]d.”I agreed with the customer that we would not warrant this product now that physical alterations had been made I was under the impression that he was going to speak with [redacted] about a refund. The customer seemed to easily comprehend why we void the warranty once the item's physical make-up had been modified.He stated that he did not agree to having [redacted] cut and weld the item, and that they acted solely in making this decision.After speaking with many collegues within the company (SPM), including the owner himself, as a team, we concluded with a solution. Our offer to the customer was that he brings his vehicle to our facility, where we would have our staff professionally cut and re-weld the product so that it would fit his vehicle property. It was out of sympathy for the customer that we made him this offer.He seemed very willing and grateful, although he had voided this products warranty, that we still wanted to uphold a great customer satisfaction experience. He agreed to the terms and together, we decided to shoot for the following week to accomplish the work.Early that following week the customer called regretting to inform one that he wasn’t able to make it within the timeframe we had discussed. The customer asked if he could get back to me with his schedule and arrange another time to accomplish the work. I told him this was fine.This was the last time I heard from the customer, No communication has taken place to arrange another appointment.Due to the customer’s action, in trying to deceit you the Revdex.com, our offer is off the table.Tyler T[redacted]Account Mariaget Steve Petty Motorsports

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I should not have to drive almost two and a half hours to their facility for my exhaust to be fixed. I appreciate that SPM offered to fix my exhaust even though my warranty was voided. To resolve this solution, I would like a brand new bolt on replacement exhaust in exchange for the one I currently have on my car. I like SPM as a company and know they offer quality products, which is why I chose to give them my business. I have heard great things about SPM, but do not think I received the best customer service that I should have received. All I am asking for is a new exhaust from SPM in exchange for mine.

Regards,

Business

Response:

August 11, 2014Dear [redacted],I am in receipt of your letter dated 85/14, our position hasn't changed from the first response we sent you. As we have already stated [redacted] did not buy his exhaust from us directly, [redacted] purchased his exhaust from the company he works at, [redacted]'s company purchased the exhaust from one of our distributors. Again we tried to help [redacted] as explained in the first response, [redacted] did not follow bur recommended and agreed upon steps and has voided his warranty, [redacted] confirms that he voided his warranty, again had [redacted] followed our agreed upon plan and suggestion we would not behaving this discussion. [redacted] was less than truthful when it came to the facts in his complaint. We will not be assisting in [redacted]'s complaint, as far as I'm concerned this matter is closed and will not generate anymore response.Thank you, Steven P President

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,