Vivid Racing

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.

They have just regurgitated all the emails I've sent requesting that I receive my tires or a refund.  Until I receive a refund and they pick up the wrong sized tires, then this is not resolved.

If you look at my original complaint, I am asking for a refund or tires; however, the deadline to receive the tires that I noted in the complaint was June 23rd 2014.  It is well past that date now and I sent further instruction to both Revdex.com and Vivid Racing that I want a refund of my money.

I am able to purchase the correct tires elsewhere.

Vivid Racing's response does not address my request for refund.  They have never sent any shipping labels, as they state in their response and they did ignore me for over a month; just look at the emails I sent.                                     5/19 -  email follow up regarding exchange (no response):   This is an outright lie .... I copy/pasted the actual emails with date and time and they were the ones not responding to me.  It took [redacted] over a week to respond.

Regardless; look at my email from his response: 

"I no longer have time to wait as I am scheduled to leave town on the 29th and they need to be delivered and installed by then.  I will not have time to wait for labels; return the wrong tires; and then wait for the right ones.  The time ran out on that scenario quite some time ago."

               

I made it quite clear in that email that I did not have time to wait for the labels, send the tires back, and then trust that they would send me the correct ones.  My suggestion to do the exchange with [redacted] at deliver would have solved that problem,

At this point I do not trust them to deliver my correct tires, nor to I trust that they will refund my money if these imaginary labels they claim to have sent arrive and I send the tires back.  What guarantee to I have that they won't just keep the tires and my money.  After this bad experience I just don't trust them at all.  

When I have a refund this matter will be resolved.  It is not resolved currently.  I need that refund because the correct tires are available at another dealers; but if they keep stalling and refusing to refund my money, then I could lose out again, as they are in short supply.

I would be willing to send the tires with the shipping labels, but only if they refund my money once [redacted] is their to pick them up; as I really don not trust them to just send the tires with no refund.   

 

Regards,

[redacted]

This company has been by far one of the worst customer service experiences to date. I bought and item that was "in stock" and after a week of no tracking Icalled to find out what was going on. Apparently the part was back ordered by over a week so I just decided to cancel and shop elasewhere.

A few days go buy and no refund, so I call again. Apparently my order was never canceled. So I canceled again. Again no refund yet and I check my email, oh look the shipped my part anyway.

I call yet again and they tell me an RMA and shiping label will be provided so I dont have to pay for the return. Once the package arrives I get an rma but no return label, no emailed return label, nothing. So I call and speak to the manager who will "personally" fix the issue. Guess what 3 days later still no email. Though he did manage to send me another tracking number of a label printed, its been over a week. Nothing in the mail, no email, nothing. So pretty much to get a refund for a companys mistake, I need to spend my own money and time to get things done. Worst customer service ever, walmart does better for god sake. Ive never seen a lack of effort like this, to fix a rather easy issue.

I bought a roll bar for my car. Very good customer service since they called to make sure if I had a sunroof, which changes the size...good call! Slight fit problems around the wheel well, but not too bad. Overall, a very nice product.

[redacted],Please respond to [redacted] via email.  He has asked for copies of the invoices.  Please provide those and we can move forward.Thank you,[redacted] Vivid Racing.

I recently walked into Vivid Racing store to purchase some brake fluid for my vehicle. My husband had sent me to run this errand for him because he didn't have time. I was a little intimidated when I first walked into this custom racing store to order a couple of bottles of fluid.

From the time I walked into the front lobby I was greeted by the receptionist and immediately provided customer service by Todd. My order was so small yet I was treated like I was important at this place.

My family is probably a small consumer of products at Vivid Racing but made to feel just like a larger consumer would. Todd took me back to his office area and handled everything. He was polite and provided me with outstanding customer service.

A week later I had to go back in to Vivid Racing to return the two bottles I originally had bought because we needed a larger quantity of fluid. I was greeted once more promptly by the receptionist and Todd was called up to help me.

I was impressed with the level of customer service provided by Todd. He assured me not to worry about the return and asked if I needed to by more quantity for the brake job. When I explained that we were going to use another brake fluid instead of theirs he stated no problem.

Todd fully refunded my purchase and told me he hoped to see me again. He didn't try to deduct a restocking fee for more order which he rightfully could have based on their restocking policy stated on my receipt.

Todd one my family over and we will definitely shop from Vivid Racing in the future.

I worked with Jacky there, all I can say is it couldn't be better. I ordered Exhaust system for my 2010 MB C300, after a week I decided to sell my car. They gave me a full cash refund with no questions asked. I move on to my next car and couple months I come back since I love how honest they are with their customers. I get my 2010 VW GTI. Got headlights, intake, bov, full exhaust system and VR tune. Did the installation in another shop and got into issue with the exhaust not fitting proberly due to the company that makes it. Jacky takes care of everything and gets me another one without me having to worry about anything. Once everything was installed I take my care for a Stage 2 tune. Gave them my gopro and asked for a video, They did a great and clean job with the tune, took videos and pics as I asked, and after driving my car for two months all I can say is WOW the power is there. Great work, best prices I found in AZ and people that aren't just trying to sell you [redacted] but actually cares about your needs. Thanks guys at Vividracing (especially Jacky) for making my experience excellent! Would definitely come back to finish my K04 build

Austin the sales representative having an excellent customer service skills and was very helpful in my both purchases in last 3 months

excellent job

And he gave me a very good price, cheaper than any other on-line stores

great customer service always quick to reply to emails and great product selection

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.The Business Claims that I have received my product, I have never received nor signed for any product shipped back to me.  If you look up the tracking number they posted it does not show I received my product.  [redacted] of Vivid Racing claims that I received my product January of 2013 which does not make any sense as we are currently in 2014.  Please re-submit this dispute.

Regards,

Jonathan Nguyen

The client received the item 1/9/14 in the morning. As you can tell by the FedEx tracking number [redacted] he signed for it. The item was shipped back to the address the original order was sent to. The client is not entitled to any type of refund. We have gone out of our way to assist this client paying for shipping back and forth to verify that the exhaust was indeed in perfect shape with no defects. We have not asked the client to pay for this extra expense even though it has turned out to be the clients error. We pride ourselves on quality customer service. We regularly go above and beyond for our clients. This is a very odd situation in that we show the client has signed for the returned item yet claims he did not receive it. In my previous response I incorrectly stated the date received. I said it was 1/9/13 when in fact the correct date was 1/9/14. If anyone looks up the tracking number you will be able to confirm the date received as well as see that his item was signed for at his address.

Here is a quick run down of the correspondence we have had with this client. As you read through this you can see that we have not ignored the client one bit but have been trying to rectify the situation. We cannot just send out new tires until we receive the old ones back first. We have repeatedly...

sent out return shipping labels to this client but have yet to have them sent back. We have resent labels again but until she returns the merchandise we cannot issue any type of refund. 

5/12 - issue was opened with the tires she received..

 

5/14 - We replied to a ticket by email to let her know of the RMA (return merchandise authorization) and sending tires back to us for the exchange (included labels).

 

5/14 - During this time she was also sending in multiple tickets about her ticket being closed and password reset

(ticket was closed because we were responding directly by email in outlook)

 

5/19 -  email follow up regarding exchange (no response)

 

6/11 - [redacted] finally responded requesting RETURN not exchange per this email below

 

posted on: 11 June 2014 02:49 PM

Hello Again [redacted]

 

I was able to order the Z rated tires I originally ordered; at another

company, for less money I might add; and they are in stock.

 

As such, I want a full refund and you need to come and pick up the "tires I

did not order" that you incorrectly sent me.

 

I need that refund to my [redacted] account immediately. Please note my

shopping cart below; with the same tires you state are not available; noted

as in stock.

 

 

 

6/13 we replied with this:

 

[redacted],

 

My sincerest apologies! Did you receive the labels that were sent along with the return information? If not, I will make sure to send that to you again ASAP. If you could directly email me at: [redacted]@vividracing.com I will make surer we can rectify this issue for you.

 

Vivid Racing

 

 

6/16 - [redacted] sent an email about her ticket and tracking - old tracking

 

6/17 - [redacted] sent another duplicate email

 

6/17 - [redacted] changed her mind about the return with this email now requesting an exchange out of nowhere (responding to the email above)

 

Yes I still have the wrong tires.  That's what I've been saying in the multiple emails I've sent.

 

I know for a fact that the one's I ordered are in stock now; additionally, June 10 14 was the 6 week mark for the 225's to be available.

 

At this late stage what you need to do is ship the correct tires and have [redacted] do an exchange when they're here.  

 

I no longer have time to wait as I am scheduled to leave town on the 29th and they need to be delivered and installed by then.  I will not have time to wait for labels; return the wrong tires; and then wait for the right ones.  The time ran out on that scenario quite some time ago. 

 

What I need shipped right away is:

2 - [redacted] Tires 225/40/18 92Z

2 - [redacted] Tires 255/35/19 96Z

as originally ordered, since the 6 week back order was over a week ago.  You need to get on this right away, as it is also my understanding that there is limited stock on the 225's in the 92Z.

You can ship the return labels with the correct tires for exchange here.  If you can't ship the correct tires now; you need to issue an immediate refund so I can get them elsewhere, as I am now in a time crunch.

6/18 We replied with this:

 

On Wed, Jun 18, 2014 at 2:11 PM, [redacted] Lamontagne <[redacted]@vividracing.com> wrote:

[redacted],

I will be sending you the proper return labels and RMA information shortly (within the hour). I am working very closely with our vendor to make sure we get this rectified for you ASAP. My apologies for any delay in response!

6/18 [redacted] replied with this:

[redacted] 

 

If you'd read my last email you would know that at this point it is too late for me to wait for labels; send the tires back; and wait for the correct ones to arrive.

 

As I said in the email sent yesterday, at this point in time, you need to send the correct tires at the same time as the labels and the exchange  can be done here.  I need the tires delivered and installed by the 28th.  

 

The tires I ordered are available now; as are the 225's in the Z rating.  I've confirmed that with another supplier; but there is very limited stock on the 225's in the Z, so if you don't get it ordered now it will be gone again.

 

DO NOT SEND THOSE LABELS WITHOUT SENDING THE CORRECT TIRES AT THE SAME TIME!!!!!!!!!!!!

 

I put in a deposit for an exhaust system for my car because the sale rep told me they will be get the shipment in about a month so I put in $1000 to hold an exhaust system. Couple weeks later I decided to use the money for something else so I called to cancel my order and asked to get my deposit back. For some reasons the sale rep was having a very hard time credit me back I was on hold for half hour every time I called. I called about 6-7 times I spent too much time trying to get my money back so I have my bank take an action by doing a charge back to their account. Few weeks later I got a hold of the manager for another issue (different story) so I asked for explanation he said he will look into this and will get back to me, sure enough never heard back :( very poor customer service and at the edge of being consider scam in my opinion. Please be careful before putting any deposits I sure learned my lesson.

Great place with a team that delivers on a high level.

Best transaction I've been a part of in a long time. I had my wheels and tires paid for, packaged and shipped all in the same day, it was incredible. David was a great help and very professional and I would work with vivid racing again and suggest them to any of my friends.

Spoke the customer again today.  We paid to have the product returned to us and will credit customer back in full.  We are in the process of issuing a refund.  I will consider this matter closed.

Client placed his order on 4/05/13Client received his order on 4/10/13 fed ex tracking number[redacted]Client stated there was a manufacturer’s defect on the item.We paid to have the item shipped back to manufacturer for inspection. Upon inspection the...

manufacturer found no imperfections. Item was installed on another test vehicle, driven for a couple of days without any issues. It was determined that the errors the client experienced were due to poor installation, not the product. The exhaust was repackaged and shipped back to the client at our expense. The client then informed us that he did not want the exhaust back because he bought another one from another company before we had completed the inspection.On 2/14/14 Client claimed the item was never received.  Tracking number [redacted] shows the client received and signed for the item on 1/09/13. In closing, we try to help every client in every situation however, at some point the client needs to take some responsibility with the installation. We did not ask the client to pay for shipping back and forth, or the time the manufacturer spent inspecting the item. We did all of this with the hopes of assisting our client and keeping him happy. We have sold over 200 of these exhaust systems part number [redacted]. We have never had a single issue with one of them other then this issue here. This issue was solely a result of poor installation on the clients’ part.  Please let me know if I can be of any further assistance otherwise, we consider this matter closed.

Very disappointed on VIVID RACING for false promises and lack of communication.

I bought an E[redacted] trunk spoiler for my Audi s4 at the beginning of April 2016 through their website. I understood it took about 4-6 weeks for production. After 8 weeks or so I called for an update on my product. They said that their distributor were having problems with their moldings and that they will ship out soon as they were already finishing up on new sets.

Another month has passed which is already July 2016, I call for an update on my paid product. They told me the same thing, which They are still working on new sets and that it should be shipping out soon. Each time I called, they told me that they will call the distributor and call me back as soon as they have answers. They did not call back.

Its already Aug 2016 and I have been patient the whole time, and I finally gave up and called for a refund, they immediately called the distributor and said that the owner at Enlaes has offered to upgrade the spoiler to a carbon fiber one since I ordered the FRP trunk spoiler which is not carbon. I said okay since they promised that it would ship within the next week. They also made a tracking label and emailed me the info.

Its September 2016. the tracking label has expired due to no activity. They never shipped anything out. I called every week for status and the same false promising response was told to me. They made another shipping label and sent me the info. Out of all the calls I made, they told me they will give me a call back the next day for a response or answer, THEY DID NOT CALL ONCE.

Its today, October 14 2016 shipping label already expired last week. I made the call to see the status. Same answer. they claim they can't get a hold of E[redacted]. I have been very frusterated and claimed for a refund. I was promised a upgrade for the wait, nothing was compensated and was not apologized for the inconvenience. I am currently waiting for my refund. I WILL NOT shop here again

The number one place for anything for your car is vivid racing

[redacted],I'm sorry if you thought this was the outcome in this situation.  We did talk to [redacted] and they are sending you the missing pulleys today.  The issue was they do inspect the packages and weigh them before they leave.  However we discussed the timeframe in which you alerted...

us of the missing items.  We appreciate your business and sorry that the box didn't contain all the items.  The missing pullies are being 3 day'd out today and should arrive Monday/Tuesday.Thank you and someone from our customer service will be contacting you to keep you posted and provide the new tracking information.

We have tried to work with the customer to get this issue resolved.  When there was an original issue he didn't go to [redacted] as we requested.  Still hasn't shown us copies of the requested bills.Here is the email trail from our side:From: [redacted]...

Sent: Thursday, October 30, 20143:17 PMTo: '[redacted]'Cc: [redacted]Subject: RE: [Vivid Racing News]Please moderate: "[redacted] Tuning Parts Available at VR" Iasked you to forward me the copy of the work order from [redacted] orwhomever fixed the issue. [redacted]Vivid RacingTel: [redacted] Web: [redacted] From: [redacted] Sent: Thursday, October 30, 20143:10 PMTo: [redacted]Cc: [redacted]Subject: Re: [Vivid Racing News]Please moderate: "[redacted] Tuning Parts Available at VR" [redacted], Let me assure you that if I give you my word, isas good as your $60 million business. My word I give to you is my bond. Unlikesome whom this message is address to, look me in the eye, exchange clear verbalagreement, shook hands like what grown men should do, lied to my face and spin thissimple problem way out of context. As of right now, I am not sure if I still can usehis words to justify to you that he agreed to reimburse my cost. In your previousresponse, you are giving signals as if you are going to think about as towhether a firmware issue or not that I wont get reimburse. Before, the verbalagreement was if it has anything to do with the ECU, you guys will cover therepair and that is why I have a quote given to me just as it was emailed to [redacted]from [redacted] about the ECU as the root cause why the car went inoperable. I need you to show some certainty within your businessreach that it is really that simple. It didn't matter to me who handled the ECUor how, but all that matter is that the minute it was taken off the car in yourshop, [redacted] started pointing finger like a child.  So, do you want the correspondence from [redacted] becausethere is a reason why that estimate was made because someone acknowledged theproblem at the time it needed to be dealt with. We can get technical with theblack and white or we can think outside the box as to how we got to this pointof the matter, and how we can get out of this. Personally, I would not mind coming over and speakto you personally than to deal with this over the network. I just want you tosee it as well how my car took the abuse in less than a day at your shop. Maybeyou can do something about. If your interested, set the time and day. I will bethere. With your correspondence if you want. But I ask nicely, let's not wasteno more time and mileage between us.  [redacted] On Thursday, October 30,2014 2:33 PM, [redacted] <[redacted]>wrote: I am not sure what youmean by full grown men.  Everything I have said to you is out of courtesyand fact.  There is no strong arm or illwill. This is a business issue.  My previous email featured bullet points. I asked for some information to be forwarded to me so I can make the bestchoice of action for you the customer and us the business.  If you cannotprovide me with that information, then I cannot make a decision to helpyou.  This is not about trust, this is about a service and if that servicewas rendered or caused a issue to your vehicle. To save your research,here is a [redacted] video I found.  I have nothing to do with thesecompany.  But this is basically whatsinvolved.  We dont solder, but youcan see how they pryed the caseopen.  Now depending on the ECU state, this can be easily or extremelyhard.  Some ECU are more exposed to outside elements depending on wherethey are mounted.[redacted] Please have the nextemail include the request information. Thank you. [redacted]Vivid RacingTel: [redacted] Web: [redacted]

 From: [redacted]] Sent: Thursday, October 30, 20142:22 PMTo: [redacted]Subject: Re: [Vivid Racing News]Please moderate: "[redacted] Tuning Parts Available at VR" Ok, one last time. Let's deal with these likefull grown man. Yes, there are things that is within ourcontrol. In this case, I have no control over what happened to my car theminute I gave the key to [redacted]. It was operational when I gave it to him, thenit was not. I took it to [redacted] inoperable, they worked on the ECU then itwas operational again.  I gave you guys full trust to be in control overmy car and Expect me to clean it up. However you guys work on my car is allbased on trust and I was not there to see what you guys did. I got the shortend of the stick for trusting you guys. As far as the bill, [redacted] agreed to pay it back.But my dispute was the fact he ok the diagnose with [redacted] that he gave themthe green light to order the new ECU. Why should I end up with that bill?Everything was suppose to go Vivid and I was guaranteed should anything gowrong I can bring it back. Only difference is that something already went wrongbefore I could enjoy the product. And it is all on your clock. Stop pushing itback my way because the only thing I did was put the trust on your hand. I willgive you the bill for [redacted] and [redacted] and maybe, I may consider the siliconyou offer. I need to research that if that is exactly the right thing to do.[redacted]On Oct 30, 2014, at 1:29 PM, [redacted] <[redacted]>wrote:You missed what I wassaying since this is email.  ·        The ECU was spray painted, spray paint flakes easy and handlingthe ECU and opening it caused it to flake off on the edges.  I took theECU out of the car, I opened the ECU, I read out the ECU.  I am the onethat touched it. ·        If you have any correspondence of what was promised, pleaseforward it.  ·        I am the one that does all the ECU work.  I dont "bake"anything.  This would loosen up the adhesive but you still have to pryopen the casing.·        Please forward me over the repair bill from [redacted] soI can see the technical notes.  If they flashed new firmware, then it hasnothing to do with us, because I only read out the car.  I never wrote tothe car.·        I removed the ECU and there was nothing missing.  I driveto very high end cars and treat any car like it was my own.·        Is this a scam, no this is a disagreement between a customer anda business.  You see it one way, we see it another.  You cannot makeeveryone happy and in any situation of life, some people only want to see ittheir way.·        As far as our mission statement goes, yes, we try to handleevery situation to the best of our ability.  We have been doing this since2001 and probably have sold over $60 Million in car parts worldwide.  Isthis about $275, no.  But using words as Scam and publically saying thingsthat are one sided is no better on yourself.  This is not a ethicalsituation, this is about what is in our control and what is not.   Provide me with a copyof the [redacted] repair order/bill and I will look at it from there.  YourECU casing I will be more than happy to repry it apart as that is the only wayand then put extra silicone on it for you if that makes you satisfied. [redacted]Vivid RacingTel: [redacted] Web: [redacted] From: [redacted]

Sent: Thursday, October 30, 201412:40 PMTo: [redacted]Cc: [redacted]Subject: Re: [redacted]Please moderate: "[redacted] Tuning Parts Available at VR" I do appreciate theresponse.I see that you finally got [redacted] back in the picture. It is so upsetting to dealwith him because he is very unprofessional as I have mentioned to some of yourcustomer service rep. [redacted] is good at spinning the story around and denieseverything else to cover his own...On the day I first brought my car on your shop, I was parked in front and Ihanded [redacted] the key to start the car and take into the shop. Before I left yourshop, my car would not start and couldn't get out of the bay. This is after youguys have pry opened the ECU. The spray paint did no damage to the ECU for itwas tightly sealed that you guys have to mangle the casing to pry it open. Ican show you pictures and I can bring it you in person.I did have an agreement with [redacted] to take it to [redacted]z for diagnostic.But one thing was not clear when I called [redacted] up and told him how much[redacted] was asking  just based on the details I gave them regarding Vividflashing the ECU. All of the sudden he stated that if the problem has somethingto do with the ECU, he MAY have to check into it and go from there as far asreimbursement is concern. Simply said, he is giving so much uncertainty andmore likely he wasn't gonna pay for any of the damages he created. [redacted]  was skeptical to work on my car since ECU have beentampered. So they referred me to a 3rd party who also in the same business asyou guys. But even they, thought the risk is high that they may be heldresponsible. So the quote to find the real problem is top dollar. One thingthat [redacted] is not telling you is that he agreed before I took my car to AtwoodEuropean to do the same diagnostic as the [redacted]z but only $98 todiagnose against $275 with Schumacher. After few exchange phone calls with[redacted], the mechanic at [redacted] told e they made arrangement to replace the ECU.The cost as I was told by [redacted] will be covered by [redacted]. This is what he did nottell you and what pisses me off trying to spin our heads once more.[redacted] called me and ask if I still have the spare ECU I got from the junk yardwhich was less than half the price than what [redacted] was asking him forreplacement. I waited for a week and no one was returning my calls or emailswhen I finally talked to [redacted] again, he tried to pull another scam by asking meto bring the ECU back to your shop so you can take pictures for insuranceclaim. When I was at his office, he explained to me that ""HE WASJUST NOW LEARNING HOW TO WORK ON THIS ECU. THAT THE HE WAS READING UP ON IT ANDFOUND THAT IT HAS TO BAKE FOR 180 DEGREES BEFORE PRYING IT OPEN. AND THE SAMEPROCESS IN SEALING BACK UP". After the pictures taken, he made phone callsto [redacted] and he told me he knows someone there that have beenasking him parts for a GTR. That the Service rep will diagnose the car and itwill be covered. This was the first certainty I got from [redacted] that he wouldcover the expense and the same reason I agreed to take it to [redacted]r. Yes Idid agreed with him to take it to [redacted] and I did but Schumacher explainedthe high cost and the risk and rather referred me to their 3rd party. But [redacted]was not specific that I take it to his buddy in [redacted]r. Just so happens that I decided to take an appointment with [redacted]because I was so fed up doing errands with out my car, and the only way I canuse my car was to disconnect the battery every time before I had to start anddrive it, for few weeks. Coincidentally, the appointment was already made justabout the same time when [redacted] told me specifically to see someone in [redacted]r.But on the day that they took the car in, [redacted] told me I have topay upfront and seek reimbursement from [redacted]. So he lied to me about having itcovered by his connection at [redacted]r. To get all this resolved, I decided togo ahead with the repair. Surely enough that the problem was the ECU cause bysomeone trying to change the program. Try to look at the big picture. I came over to buy your products and servicesafter I have asked all the question I need to feel confident that your shopwill take care of my car. The root cause started in your shop. You sent my carhome not in the same condition as I gave them to you but worst. Aside for nothelping me with the leg work and driving around to fix the problem, I was sentto some goose chase thinking that arrangement were made by [redacted] with the othershop and all is good to go. Only to find out,[redacted] have other agenda in his mindand screwed me over for all my expense I paid for the diagnostics. I alsopointed out to him that a clip was missing when you return my car to me. Hesaid he will take care of that $5 clip as the least problem. But he did not.Last conversation I have with [redacted], was telling him my out of pocket cost. Heoffered that he will deduct the my cost to his cost for flashing my ECU shouldI decide to proceed with the tuning. Does it sound crazy enough to you? Afterwhat you guys put me through. Ask yourself, did I need to go through all thetrouble with my car if your shop did what your suppose to do just as what youadvertised your business does for your customer? "Exceeding CustomerSatisfaction"... Really?Right now, my car runs great since I got it back from [redacted] and runs like ithas before I took it to your shop. But the ECU is steal UNSEALED and [redacted] knewwhat he was suppose to do with it. But I disagree because I am not paying youguys another penny. Vivid still owes me a clip for the air vent, Sealing of theECU, and about $275 for out of pocket expense for diagnostics. I may have notgiven you any cash or payment but you have made me pay for your damages thatyour shop did to my car and refused to accept responsibilities as a legitimatebusiness institution. In most cases, this is still a scam institution.Question is, can you stand by your mission statement and resolve this matteryou have caused ethically?[redacted] On Thursday, October 30,2014 10:57 AM, [redacted] <[redacted]> wrote: Oscar, you have myselfand Rob the owner on this email with [redacted].  Your ECU was spray painted andflaked off when opening.  I will be glad to show you the process. There is no "tools" to take apart a ECU cover.  You have to pryat it to separate it.  I have done many of these.  Porsche, BMW,Mini, [redacted], Ferrari.  I will be more than happy to have you sit in myoffice and watch me separate a ECU.  If a ECU is ruined, the car wont start,wont run, wont turn on.  The only way to ruin a ECU is by breaking off aresistor, diode, etc.  Or the other way to ruin a ECU is by flashing badchecksum data to the ECU.  If the checksums is not correct, the car wontstart.  Whatever happened to your ECU or why your car would not startsometimes, does not make sense.  Its a firmware issue.  An ECU has1000 of tables and not all of it is touched when you flash it.  Is yourcar still behaving the same now?  I will be happy to review this withyou.  As far as any reimbursement, [redacted] specifically told you to go to[redacted] and instead you went to a independent shop. So the end of thestory is that we did not scam you.  Scamming you would be charging you fora product and not providing it and keeping your money.  I believe werefunded you for the flash.  If not, we should and will.  If there isprevious issues to a car such as a CEL on or a poorly painted ECU, you arebringing issues into a situation.  There is no bugs, no profit, nothinggained on our end.  As far as calling here to talk to Rob or I, we havehired people in place to work with customers and solve problems.  If Ihave a issue with my iPhone, do I get ahold of the CEO? To end this, does yourcar still have a issue randomly starting?  If not, what fixed it? [redacted]Vivid RacingTel: [redacted] Web: [redacted] From: [redacted]]Sent: Thursday, October 30, 201410:41 AMTo: [redacted]Subject: Re: [Vivid Racing News]Please moderate: "[redacted] Tuning Parts Available at VR" Last I called Vivid wasa week ago and spoke to Ralph. He wont transfer me to the owner [redacted] or [redacted]instead send me to some run around goose chase. Just that alone, does thatsatisfy tour mission statement regarding Customer Satisfaction? Aside from the evasivephone calls, I also sent an email to the owner at [redacted]regarding my car that was ruined by Vivid under [redacted]'s watch and denies hismistake by turning the problem back to me. My car was near perfect when Ibrought it to your shop. After you guys mangled the ECU casing just to get itflash tune, the car never start up again while it is still in your shop. Andyou want to wash your hand clean to put the weight on the customer? Anothermission statement of customer Satisfaction? Lastly, I have done allthe leg work and the driving around at my expense to get my car back where itshould be, while [redacted] and all the rest of you sitback and profit from the ECUprogram you stole from my car. Now you finally figured out the bug, you expectme to just walk right back in and pay you more $$$ after what your company justcost me? Another Satisfaction on  your mission statement? On this day, yourcompany still owe me for the diagnostic that I have to go through just tofigure out how well Vivid damaged my car that your operation manager tried todeny or scam me for. Not only that you owe me $$$ for the diagnostic, you alsostill need to restore the ECU casing seal to keep it from further damages afteryou pry the hell out of it using the wrong tool and the wrong process. Vividsales pitch assured me that they have done this many many time before.Obviously not to exceed a customer Satisfaction.  Dont you agree? [redacted] On Thursday, October 30,2014 10:15 AM, [redacted] <[redacted]> wrote: What are you referring to?[redacted]Vivid RacingTel: [redacted] Web: [redacted]