Thank you for bringing this issue to our attention Our response to the confusing complaint and detailed responses will be found below Please do not hesitate to contact us should you require any additional information The client agreed to our estimate and placed a down payment on 3-22-in the total of $25, This amount was an ESTIMATED total of all parts, labor, shipping, freight, dyno, tax and miscellaneous needed to complete the task As with all businesses, this was an estimate, NOT a contract Both parties agreed to the specifics of the build including the specs of the engine and the specs of the twin turbo kit, based on the marketing and advertising information available to both parties We were aware of the clients ‘drop dead’ delivery date, and at the time of the initial payment, it was a very realistic possibility to meet or exceed this deadline This timeline and frustration became more frustrating for us AND the client as the project progressed We began the removal of the engine and associated components within weeks of the delivery of the vehicle The engine was palletized and shipped to the engine builder Original estimates for the engine build time were stated at 3-weeks Actual build time for the engine was just shy of THREE months In house, DOCUMENTED, communication between us and the engine builder can be provided to validate this information if needed This documented manufacturer delay ultimately put the engine back in our possession, and ready for installation, during the second week of June We would have been happy to move forward on the vehicle during this interim period, but without the engine, we could not The twin turbo kit was ordered, built, delivered, and set in storage within weeks of the initial payment Once the engine was received, the client’s car was pulled from storage and placed back on our work roster It should be noted that this is NOT our only client and a minor delay of business days was needed to acquire an available tech bay and master technician for the installation The vehicle was placed in the tech bay and installation began the last week of June Pictures of the engine delivered were provided to the client via email on 6-20- Installation progressed as expected, with multiple mechanical hurdles overcome These unknowns were accounted for in the original estimate and are a part of a complex build It should be stated that aftermarket parts NEVER ‘bolt right in’, as so many unsuspecting consumers believe In the interest of appeasing our increasingly agitated client and his deadline, we, at a substantial cost, helped to facilitate the process by personally delivering multiple body panels to the client’s body shop for paint This allowed us to continue on the mechanical installation we were hired to complete, and help the client with his impending deadline In order to further assist the client with the deadline, we then picked up the completed body panels and prepped the vehicle for the installation We then installed the body panels AT NO COST to the client to further attempt to appease our agitated and irate client Overtime and long hours (including weekends) were authorized by the owner of West Bend Dyno to meet the client’s deadline Mechanical work was completed on Saturday 7-26-and the initial tune was completed on Sunday 7-27- Once again,at considerable cost to us, we personally delivered the car to the body shop for final finish work This cost was extended to the client as a good faith effort to help the client meet his deadline We were hired to install an engine and twin turbo setup, calibrate, and deliver a vehicle to the client prior to August We ACCOMPLISHED this goal at a considerable financial LOSS due to overtime, transport, shipping, and extensive time trying to ‘unsuccessfully’ communicate our position to the client All efforts were made to appease the client, and his belligerent attitude, with financial compensation including extra labor not charged, free transport of body panels to and from the body shop, free installation of the body panels, and free transport of vehicle to the body shop However, as stated by the client in the complaint, the vehicle did NOT perform as expected The engine and twin turbo kit specs, which were agreed upon by the client in the estimate phase, did not perform as expected Boost output from the system was a paltry 2-PSI, versus the manufacturer claims of PSI The calibration that we completed, prior to body shop delivery, was our best effort for a PSI calibration We were unable to confirm the accuracy of this calibration at PSI because the vehicle output was only 2-PSI We DID confirm that the tune in the vehicle was ultra conservative, and summarily beneficial, to the new engine for break-in SEVERALconversations, via phone, email and IN PERSON were had with the client regarding this issue In the interest of time and customer satisfaction with their event, all parties were on the understanding that the vehicle would be delivered AS IS and RETURN to West Bend Dyno to correct the boost issue Client would make the deadline and West Bend Dyno would continue to investigate the vehicle performance issues It should be stated that it was MADE CLEAR SEVERAL TIMES, via telephone, email and IN PERSON, that the PSI tune that was in the vehicle could NOT be verified and additional dyno time and associated cost would be the responsibility of the client should it be necessary The vehicle was picked up by the client after the body shop completion and returned to usDuring the time at the body shop, we were able to determine the cause of the low boost levels through an exhausting and time consuming process This included multiple phone and email communications with all vendors and manufacturers involved with this project Ironically, the client conducted his own investigation and came to the same conclusion We were able to confirm this conclusion and have the subsequent emails proving the turbo kit manufacturer delivered a kit with incorrect wastegate springs for this application These emails are available for further clarification should the need arise Two options were available to the client to reach the desired boost level Remove and replace the wastegate springs (at a considerable labor cost) or install a boost controller to manipulate the wastegates The boost controller was the most viable and cost effective way to correct the issue and meet our client’s needs Once again, several emails and phone calls were had with the client clarifying this point We temporarily installed the boost controller for testing and it performed as expected Vehicle was now producing the correct boost levels Unfortunately, during the data logging and testing process, we discovered our predicted PSI tune was not within our expected parameters We reminded the client of the additional dyno time and associated cost required to recalibrate the car We were given permission to proceed Final dyno tuning and calibration, for PSI, was completed It should be noted that the vehicle developed a surging issue while in the client’s possession (after the body shop) and this was also corrected (at no cost to the client) In an attempt to verify the correction of the surging issue, we invited the client to take his vehicle on an extended test drive This is not our policy to let a vehicle leave before the final paperwork and delivery process has been completed It was a good faitheffort on our part to give the customer the satisfaction of driving and operating his vehicle with the correct output This would also serve to complete the vehicle shakedown process and allow us to verify ALL calibration and driving issues have been resolved Client arrived at our facility and was given the vehicle for an extended test drive, NOT the final delivery Unfortunately, the client NEVER returned with the vehicle Our temporary install of the boost controller was never finalized Our vehicle detail was never performed, and final delivery never happened In the final delivery process, the incurred balance is closed out financially, we provide an overview of all work performed (INCLUDING FINAL DYNO SHEETS), and educate the client on all information regarding care and use of the vehicle As stated, this vehicle was NEVER DELIVERED as completed; it was taken from our possession and left West Bend Dyno with an outstanding invoice with a balance of $ It became clear to us that the client had no intention of paying his remaining balance This remaining balance included a harmonic balancer (authorized and approved by the client during install), the parts and labor for the boost controller (reduced pricing to appease the client), and the additional dyno time required for the final calibration of the vehicle (also reduced to appease the client) The client did not respond to any phone calls or emails for THREE days following the theft of his vehicle Fortunately, the client’s wife was willing to communicate with us and satisfied the remaining balance via telephone / credit card transaction We also took the liberty of mailing all the exit paperwork to the client AND sent digital copies of the paperwork via email Ironically, this complaint to the Revdex.com was generated AFTER the client had received these emails with the dyno sheets Sadly, with every conceivable effort, we must admit that we were unable to satisfy the demands of this client The undisputable facts remain: · We did NOT build the engine or take longer than expected to deliver it · We did not build the turbo kit nor did we include the incorrect wastegate springs· We exhausted every possibility to heavily discount any and all applicable labor and dyno calibration time for extra conditions that arose beyond the original estimate· We incurred a severe financial loss in overtime and transport time, WILLINGLY, to satisfy the client and his deadline (Which we did.) We believe if the client had been willing to work with us and not let emotion drive his expectations, this entire experience would have been on par with the thousands of other clients we have satisfied We cannot change what has transpired during the entirety of this project, but realistically, we could not have done any more Thank you for your attention in this matter We look forward to your response! [redacted] West Bend Dyno Tuning LLC [redacted] [redacted]
Thank you for bringing this issue to our attention. Our response to the confusing complaint and detailed responses will be...
found below. Please do not hesitate to contact us should you require any additional information.
The client agreed to our estimate and placed a down payment on 3-22-14 in the total of $25,093. This amount was an ESTIMATED total of all parts, labor, shipping, freight, dyno, tax and miscellaneous needed to complete the task. As with all businesses, this was an estimate, NOT a contract. Both parties agreed to the specifics of the build including the specs of the engine and the specs of the twin turbo kit, based on the marketing and advertising information available to both parties.
We were aware of the clients ‘drop dead’ delivery date, and at the time of the initial payment, it was a very realistic possibility to meet or exceed this deadline. This timeline and frustration became more frustrating for us AND the client as the project progressed.
We began the removal of the engine and associated components within 2 weeks of the delivery of the vehicle. The engine was palletized and shipped to the engine builder. Original estimates for the engine build time were stated at 3-5 weeks. Actual build time for the engine was just shy of THREE months. In house, DOCUMENTED, communication between us and the engine builder can be provided to validate this information if needed. This documented manufacturer delay ultimately put the engine back in our possession, and ready for installation, during the second week of June. We would have been happy to move forward on the vehicle during this interim period, but without the engine, we could not.
The twin turbo kit was ordered, built, delivered, and set in storage within 3 weeks of the initial payment.
Once the engine was received, the client’s car was pulled from storage and placed back on our work roster. It should be noted that this is NOT our only client and a minor delay of 8 business days was needed to acquire an available tech bay and master technician for the installation. The vehicle was placed in the tech bay and installation began the last week of June. Pictures of the engine delivered were provided to the client via email on 6-20-14.
Installation progressed as expected, with multiple mechanical hurdles overcome. These unknowns were accounted for in the original estimate and are a NORMAL part of a complex build. It should be stated that aftermarket parts NEVER ‘bolt right in’, as so many unsuspecting consumers believe. In the interest of appeasing our increasingly agitated client and his deadline, we, at a substantial cost, helped to facilitate the process by personally delivering multiple body panels to the client’s body shop for paint. This allowed us to continue on the mechanical installation we were hired to complete, and help the client with his impending deadline.
In order to further assist the client with the deadline, we then picked up the completed body panels and prepped the vehicle for the installation. We then installed the body panels AT NO COST to the client to further attempt to appease our agitated and irate client.
Overtime and long hours (including weekends) were authorized by the owner of West Bend Dyno to meet the client’s deadline. Mechanical work was completed on Saturday 7-26-14 and the initial tune was completed on Sunday 7-27-14. Once again,at considerable cost to us, we personally delivered the car to the body shop for final finish work. This cost was extended to the client as a good faith effort to help the client meet his deadline.
We were hired to install an engine and twin turbo setup, calibrate, and deliver a vehicle to the client prior to August. We ACCOMPLISHED this goal at a considerable financial LOSS due to overtime, transport, shipping, and extensive time trying to ‘unsuccessfully’ communicate our position to the client. All efforts were made to appease the client, and his belligerent attitude, with financial compensation including extra labor not charged, free transport of body panels to and from the body shop, free installation of the body panels, and free transport of vehicle to the body shop.
However, as stated by the client in the complaint, the vehicle did NOT perform as expected. The engine and twin turbo kit specs, which were agreed upon by the client in the estimate phase, did not perform as expected. Boost output from the system was a paltry 2-3 PSI, versus the manufacturer claims of 7 PSI. The calibration that we completed, prior to body shop delivery, was our best effort for a 7 PSI calibration. We were unable to confirm the accuracy of this calibration at 7 PSI because the vehicle output was only 2-3 PSI. We DID confirm that the tune in the vehicle was ultra conservative, and summarily beneficial, to the new engine for break-in. SEVERALconversations, via phone, email and IN PERSON were had with the client regarding this issue. In the interest of time and customer satisfaction with their event, all parties were on the understanding that the vehicle would be delivered AS IS and RETURN to West Bend Dyno to correct the boost issue. Client would make the deadline and West Bend Dyno would continue to investigate the vehicle performance issues. It should be stated that it was MADE CLEAR SEVERAL TIMES, via telephone, email and IN PERSON, that the 7 PSI tune that was in the vehicle could NOT be verified and additional dyno time and associated cost would be the responsibility of the client should it be necessary.
The vehicle was picked up by the client after the body shop completion and returned to us. During the time at the body shop, we were able to determine the cause of the low boost levels through an exhausting and time consuming process. This included multiple phone and email communications with all vendors and manufacturers involved with this project. Ironically, the client conducted his own investigation and came to the same conclusion. We were able to confirm this conclusion and have the subsequent emails proving the turbo kit manufacturer delivered a kit with incorrect wastegate springs for this application. These emails are available for further clarification should the need arise.
Two options were available to the client to reach the desired boost level. Remove and replace the wastegate springs (at a considerable labor cost) or install a boost controller to manipulate the wastegates. The boost controller was the most viable and cost effective way to correct the issue and meet our client’s needs. Once again, several emails and phone calls were had with the client clarifying this point. We temporarily installed the boost controller for testing and it performed as expected. Vehicle was now producing the correct boost levels. Unfortunately, during the data logging and testing process, we discovered our predicted 7 PSI tune was not within our expected parameters. We reminded the client of the additional dyno time and associated cost required to recalibrate the car. We were given permission to proceed. Final dyno tuning and calibration, for 7 PSI, was completed. It should be noted that the vehicle developed a surging issue while in the client’s possession (after the body shop) and this was also corrected (at no cost to the client).
In an attempt to verify the correction of the surging issue, we invited the client to take his vehicle on an extended test drive. This is not our policy to let a vehicle leave before the final paperwork and delivery process has been completed. It was a good faitheffort on our part to give the customer the satisfaction of driving and operating his vehicle with the correct output. This would also serve to complete the vehicle shakedown process and allow us to verify ALL calibration and driving issues have been resolved. Client arrived at our facility and was given the vehicle for an extended test drive, NOT the final delivery.
Unfortunately, the client NEVER returned with the vehicle. Our temporary install of the boost controller was never finalized. Our vehicle detail was never performed, and final delivery never happened.
In the final delivery process, the incurred balance is closed out financially, we provide an overview of all work performed (INCLUDING FINAL DYNO SHEETS), and educate the client on all information regarding care and use of the vehicle. As stated, this vehicle was NEVER DELIVERED as completed; it was taken from our possession and left West Bend Dyno with an outstanding invoice with a balance of $1008.31.
It became clear to us that the client had no intention of paying his remaining balance. This remaining balance included a harmonic balancer (authorized and approved by the client during install), the parts and labor for the boost controller (reduced pricing to appease the client), and the additional dyno time required for the final calibration of the vehicle (also reduced to appease the client).
The client did not respond to any phone calls or emails for THREE days following the theft of his vehicle. Fortunately, the client’s wife was willing to communicate with us and satisfied the remaining balance via telephone / credit card transaction. We also took the liberty of mailing all the exit paperwork to the client AND sent digital copies of the paperwork via email.
Ironically, this complaint to the Revdex.com was generated AFTER the client had received these emails with the dyno sheets. Sadly, with every conceivable effort, we must admit that we were unable to satisfy the demands of this client. The undisputable facts remain:
· We did NOT build the engine or take longer than expected to deliver it.
· We did not build the turbo kit nor did we include the incorrect wastegate springs.
· We exhausted every possibility to heavily discount any and all applicable labor and dyno calibration time for extra conditions that arose beyond the original estimate.
· We incurred a severe financial loss in overtime and transport time, WILLINGLY, to satisfy the client and his deadline. (Which we did.)
We believe if the client had been willing to work with us and not let emotion drive his expectations, this entire experience would have been on par with the thousands of other clients we have satisfied. We cannot change what has transpired during the entirety of this project, but realistically, we could not have done any more.
Thank you for your attention in this matter. We look forward to your response!
[redacted]
West Bend Dyno Tuning LLC
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Thank you for bringing this issue to our attention Our response to the confusing complaint and detailed responses will be found below Please do not hesitate to contact us should you require any additional information The client agreed to our estimate and placed a down payment on 3-22-in the total of $25, This amount was an ESTIMATED total of all parts, labor, shipping, freight, dyno, tax and miscellaneous needed to complete the task As with all businesses, this was an estimate, NOT a contract Both parties agreed to the specifics of the build including the specs of the engine and the specs of the twin turbo kit, based on the marketing and advertising information available to both parties We were aware of the clients ‘drop dead’ delivery date, and at the time of the initial payment, it was a very realistic possibility to meet or exceed this deadline This timeline and frustration became more frustrating for us AND the client as the project progressed We began the removal of the engine and associated components within weeks of the delivery of the vehicle The engine was palletized and shipped to the engine builder Original estimates for the engine build time were stated at 3-weeks Actual build time for the engine was just shy of THREE months In house, DOCUMENTED, communication between us and the engine builder can be provided to validate this information if needed This documented manufacturer delay ultimately put the engine back in our possession, and ready for installation, during the second week of June We would have been happy to move forward on the vehicle during this interim period, but without the engine, we could not The twin turbo kit was ordered, built, delivered, and set in storage within weeks of the initial payment Once the engine was received, the client’s car was pulled from storage and placed back on our work roster It should be noted that this is NOT our only client and a minor delay of business days was needed to acquire an available tech bay and master technician for the installation The vehicle was placed in the tech bay and installation began the last week of June Pictures of the engine delivered were provided to the client via email on 6-20- Installation progressed as expected, with multiple mechanical hurdles overcome These unknowns were accounted for in the original estimate and are a part of a complex build It should be stated that aftermarket parts NEVER ‘bolt right in’, as so many unsuspecting consumers believe In the interest of appeasing our increasingly agitated client and his deadline, we, at a substantial cost, helped to facilitate the process by personally delivering multiple body panels to the client’s body shop for paint This allowed us to continue on the mechanical installation we were hired to complete, and help the client with his impending deadline In order to further assist the client with the deadline, we then picked up the completed body panels and prepped the vehicle for the installation We then installed the body panels AT NO COST to the client to further attempt to appease our agitated and irate client Overtime and long hours (including weekends) were authorized by the owner of West Bend Dyno to meet the client’s deadline Mechanical work was completed on Saturday 7-26-and the initial tune was completed on Sunday 7-27- Once again,at considerable cost to us, we personally delivered the car to the body shop for final finish work This cost was extended to the client as a good faith effort to help the client meet his deadline We were hired to install an engine and twin turbo setup, calibrate, and deliver a vehicle to the client prior to August We ACCOMPLISHED this goal at a considerable financial LOSS due to overtime, transport, shipping, and extensive time trying to ‘unsuccessfully’ communicate our position to the client All efforts were made to appease the client, and his belligerent attitude, with financial compensation including extra labor not charged, free transport of body panels to and from the body shop, free installation of the body panels, and free transport of vehicle to the body shop However, as stated by the client in the complaint, the vehicle did NOT perform as expected The engine and twin turbo kit specs, which were agreed upon by the client in the estimate phase, did not perform as expected Boost output from the system was a paltry 2-PSI, versus the manufacturer claims of PSI The calibration that we completed, prior to body shop delivery, was our best effort for a PSI calibration We were unable to confirm the accuracy of this calibration at PSI because the vehicle output was only 2-PSI We DID confirm that the tune in the vehicle was ultra conservative, and summarily beneficial, to the new engine for break-in SEVERALconversations, via phone, email and IN PERSON were had with the client regarding this issue In the interest of time and customer satisfaction with their event, all parties were on the understanding that the vehicle would be delivered AS IS and RETURN to West Bend Dyno to correct the boost issue Client would make the deadline and West Bend Dyno would continue to investigate the vehicle performance issues It should be stated that it was MADE CLEAR SEVERAL TIMES, via telephone, email and IN PERSON, that the PSI tune that was in the vehicle could NOT be verified and additional dyno time and associated cost would be the responsibility of the client should it be necessary The vehicle was picked up by the client after the body shop completion and returned to usDuring the time at the body shop, we were able to determine the cause of the low boost levels through an exhausting and time consuming process This included multiple phone and email communications with all vendors and manufacturers involved with this project Ironically, the client conducted his own investigation and came to the same conclusion We were able to confirm this conclusion and have the subsequent emails proving the turbo kit manufacturer delivered a kit with incorrect wastegate springs for this application These emails are available for further clarification should the need arise Two options were available to the client to reach the desired boost level Remove and replace the wastegate springs (at a considerable labor cost) or install a boost controller to manipulate the wastegates The boost controller was the most viable and cost effective way to correct the issue and meet our client’s needs Once again, several emails and phone calls were had with the client clarifying this point We temporarily installed the boost controller for testing and it performed as expected Vehicle was now producing the correct boost levels Unfortunately, during the data logging and testing process, we discovered our predicted PSI tune was not within our expected parameters We reminded the client of the additional dyno time and associated cost required to recalibrate the car We were given permission to proceed Final dyno tuning and calibration, for PSI, was completed It should be noted that the vehicle developed a surging issue while in the client’s possession (after the body shop) and this was also corrected (at no cost to the client) In an attempt to verify the correction of the surging issue, we invited the client to take his vehicle on an extended test drive This is not our policy to let a vehicle leave before the final paperwork and delivery process has been completed It was a good faitheffort on our part to give the customer the satisfaction of driving and operating his vehicle with the correct output This would also serve to complete the vehicle shakedown process and allow us to verify ALL calibration and driving issues have been resolved Client arrived at our facility and was given the vehicle for an extended test drive, NOT the final delivery Unfortunately, the client NEVER returned with the vehicle Our temporary install of the boost controller was never finalized Our vehicle detail was never performed, and final delivery never happened In the final delivery process, the incurred balance is closed out financially, we provide an overview of all work performed (INCLUDING FINAL DYNO SHEETS), and educate the client on all information regarding care and use of the vehicle As stated, this vehicle was NEVER DELIVERED as completed; it was taken from our possession and left West Bend Dyno with an outstanding invoice with a balance of $ It became clear to us that the client had no intention of paying his remaining balance This remaining balance included a harmonic balancer (authorized and approved by the client during install), the parts and labor for the boost controller (reduced pricing to appease the client), and the additional dyno time required for the final calibration of the vehicle (also reduced to appease the client) The client did not respond to any phone calls or emails for THREE days following the theft of his vehicle Fortunately, the client’s wife was willing to communicate with us and satisfied the remaining balance via telephone / credit card transaction We also took the liberty of mailing all the exit paperwork to the client AND sent digital copies of the paperwork via email Ironically, this complaint to the Revdex.com was generated AFTER the client had received these emails with the dyno sheets Sadly, with every conceivable effort, we must admit that we were unable to satisfy the demands of this client The undisputable facts remain: · We did NOT build the engine or take longer than expected to deliver it · We did not build the turbo kit nor did we include the incorrect wastegate springs· We exhausted every possibility to heavily discount any and all applicable labor and dyno calibration time for extra conditions that arose beyond the original estimate· We incurred a severe financial loss in overtime and transport time, WILLINGLY, to satisfy the client and his deadline (Which we did.) We believe if the client had been willing to work with us and not let emotion drive his expectations, this entire experience would have been on par with the thousands of other clients we have satisfied We cannot change what has transpired during the entirety of this project, but realistically, we could not have done any more Thank you for your attention in this matter We look forward to your response! [redacted] West Bend Dyno Tuning LLC [redacted] [redacted]
Thank you for bringing this issue to our attention. Our response to the confusing complaint and detailed responses will be...
found below. Please do not hesitate to contact us should you require any additional information.
The client agreed to our estimate and placed a down payment on 3-22-14 in the total of $25,093. This amount was an ESTIMATED total of all parts, labor, shipping, freight, dyno, tax and miscellaneous needed to complete the task. As with all businesses, this was an estimate, NOT a contract. Both parties agreed to the specifics of the build including the specs of the engine and the specs of the twin turbo kit, based on the marketing and advertising information available to both parties.
We were aware of the clients ‘drop dead’ delivery date, and at the time of the initial payment, it was a very realistic possibility to meet or exceed this deadline. This timeline and frustration became more frustrating for us AND the client as the project progressed.
We began the removal of the engine and associated components within 2 weeks of the delivery of the vehicle. The engine was palletized and shipped to the engine builder. Original estimates for the engine build time were stated at 3-5 weeks. Actual build time for the engine was just shy of THREE months. In house, DOCUMENTED, communication between us and the engine builder can be provided to validate this information if needed. This documented manufacturer delay ultimately put the engine back in our possession, and ready for installation, during the second week of June. We would have been happy to move forward on the vehicle during this interim period, but without the engine, we could not.
The twin turbo kit was ordered, built, delivered, and set in storage within 3 weeks of the initial payment.
Once the engine was received, the client’s car was pulled from storage and placed back on our work roster. It should be noted that this is NOT our only client and a minor delay of 8 business days was needed to acquire an available tech bay and master technician for the installation. The vehicle was placed in the tech bay and installation began the last week of June. Pictures of the engine delivered were provided to the client via email on 6-20-14.
Installation progressed as expected, with multiple mechanical hurdles overcome. These unknowns were accounted for in the original estimate and are a NORMAL part of a complex build. It should be stated that aftermarket parts NEVER ‘bolt right in’, as so many unsuspecting consumers believe. In the interest of appeasing our increasingly agitated client and his deadline, we, at a substantial cost, helped to facilitate the process by personally delivering multiple body panels to the client’s body shop for paint. This allowed us to continue on the mechanical installation we were hired to complete, and help the client with his impending deadline.
In order to further assist the client with the deadline, we then picked up the completed body panels and prepped the vehicle for the installation. We then installed the body panels AT NO COST to the client to further attempt to appease our agitated and irate client.
Overtime and long hours (including weekends) were authorized by the owner of West Bend Dyno to meet the client’s deadline. Mechanical work was completed on Saturday 7-26-14 and the initial tune was completed on Sunday 7-27-14. Once again,at considerable cost to us, we personally delivered the car to the body shop for final finish work. This cost was extended to the client as a good faith effort to help the client meet his deadline.
We were hired to install an engine and twin turbo setup, calibrate, and deliver a vehicle to the client prior to August. We ACCOMPLISHED this goal at a considerable financial LOSS due to overtime, transport, shipping, and extensive time trying to ‘unsuccessfully’ communicate our position to the client. All efforts were made to appease the client, and his belligerent attitude, with financial compensation including extra labor not charged, free transport of body panels to and from the body shop, free installation of the body panels, and free transport of vehicle to the body shop.
However, as stated by the client in the complaint, the vehicle did NOT perform as expected. The engine and twin turbo kit specs, which were agreed upon by the client in the estimate phase, did not perform as expected. Boost output from the system was a paltry 2-3 PSI, versus the manufacturer claims of 7 PSI. The calibration that we completed, prior to body shop delivery, was our best effort for a 7 PSI calibration. We were unable to confirm the accuracy of this calibration at 7 PSI because the vehicle output was only 2-3 PSI. We DID confirm that the tune in the vehicle was ultra conservative, and summarily beneficial, to the new engine for break-in. SEVERALconversations, via phone, email and IN PERSON were had with the client regarding this issue. In the interest of time and customer satisfaction with their event, all parties were on the understanding that the vehicle would be delivered AS IS and RETURN to West Bend Dyno to correct the boost issue. Client would make the deadline and West Bend Dyno would continue to investigate the vehicle performance issues. It should be stated that it was MADE CLEAR SEVERAL TIMES, via telephone, email and IN PERSON, that the 7 PSI tune that was in the vehicle could NOT be verified and additional dyno time and associated cost would be the responsibility of the client should it be necessary.
The vehicle was picked up by the client after the body shop completion and returned to us. During the time at the body shop, we were able to determine the cause of the low boost levels through an exhausting and time consuming process. This included multiple phone and email communications with all vendors and manufacturers involved with this project. Ironically, the client conducted his own investigation and came to the same conclusion. We were able to confirm this conclusion and have the subsequent emails proving the turbo kit manufacturer delivered a kit with incorrect wastegate springs for this application. These emails are available for further clarification should the need arise.
Two options were available to the client to reach the desired boost level. Remove and replace the wastegate springs (at a considerable labor cost) or install a boost controller to manipulate the wastegates. The boost controller was the most viable and cost effective way to correct the issue and meet our client’s needs. Once again, several emails and phone calls were had with the client clarifying this point. We temporarily installed the boost controller for testing and it performed as expected. Vehicle was now producing the correct boost levels. Unfortunately, during the data logging and testing process, we discovered our predicted 7 PSI tune was not within our expected parameters. We reminded the client of the additional dyno time and associated cost required to recalibrate the car. We were given permission to proceed. Final dyno tuning and calibration, for 7 PSI, was completed. It should be noted that the vehicle developed a surging issue while in the client’s possession (after the body shop) and this was also corrected (at no cost to the client).
In an attempt to verify the correction of the surging issue, we invited the client to take his vehicle on an extended test drive. This is not our policy to let a vehicle leave before the final paperwork and delivery process has been completed. It was a good faitheffort on our part to give the customer the satisfaction of driving and operating his vehicle with the correct output. This would also serve to complete the vehicle shakedown process and allow us to verify ALL calibration and driving issues have been resolved. Client arrived at our facility and was given the vehicle for an extended test drive, NOT the final delivery.
Unfortunately, the client NEVER returned with the vehicle. Our temporary install of the boost controller was never finalized. Our vehicle detail was never performed, and final delivery never happened.
In the final delivery process, the incurred balance is closed out financially, we provide an overview of all work performed (INCLUDING FINAL DYNO SHEETS), and educate the client on all information regarding care and use of the vehicle. As stated, this vehicle was NEVER DELIVERED as completed; it was taken from our possession and left West Bend Dyno with an outstanding invoice with a balance of $1008.31.
It became clear to us that the client had no intention of paying his remaining balance. This remaining balance included a harmonic balancer (authorized and approved by the client during install), the parts and labor for the boost controller (reduced pricing to appease the client), and the additional dyno time required for the final calibration of the vehicle (also reduced to appease the client).
The client did not respond to any phone calls or emails for THREE days following the theft of his vehicle. Fortunately, the client’s wife was willing to communicate with us and satisfied the remaining balance via telephone / credit card transaction. We also took the liberty of mailing all the exit paperwork to the client AND sent digital copies of the paperwork via email.
Ironically, this complaint to the Revdex.com was generated AFTER the client had received these emails with the dyno sheets. Sadly, with every conceivable effort, we must admit that we were unable to satisfy the demands of this client. The undisputable facts remain:
· We did NOT build the engine or take longer than expected to deliver it.
· We did not build the turbo kit nor did we include the incorrect wastegate springs.
· We exhausted every possibility to heavily discount any and all applicable labor and dyno calibration time for extra conditions that arose beyond the original estimate.
· We incurred a severe financial loss in overtime and transport time, WILLINGLY, to satisfy the client and his deadline. (Which we did.)
We believe if the client had been willing to work with us and not let emotion drive his expectations, this entire experience would have been on par with the thousands of other clients we have satisfied. We cannot change what has transpired during the entirety of this project, but realistically, we could not have done any more.
Thank you for your attention in this matter. We look forward to your response!
[redacted]
West Bend Dyno Tuning LLC
[redacted]
[redacted]
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]