Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of purchase was the 3rd of August, my time. I am in *********. This was an online purchase of a Diablo tune for my 2014 Jeep Grand Cherokee. As explained by people across the internet, including **** himself in an e-mail shared with me by a customer who had recommended his service (attached), the package that I purchased does include adjustments made to the transmission, not just increasing power to the engine. Nowhere on the website does it mention anything differing from year model. After purchasing the package, hoping to get my transmission adjusted as well as the power increased to my engine, **** at Hemifever told me that transmission adjustments were not available on my model of vehicle, at which point I asked for a refund and to cancel the service. I was denied this, as **** claimed that I had received the final product. The final product requires a log file to be assessed and final adjustments made to the base tune to ensure that the final product is, quote, "optimum." This has not been completed, and a finalized tune has not been received, despite ****'s arguing that the base tune counts as such. **** will not refund my purchase, even though I was not properly informed of the relevant information that would have had me not make the purchase to begin with until after payment was made. He states that without the knocking logs from my car's data, the tune is fine to run. I do not feel that this is safe, and do not feel safe continuing on with an engine or transmission adjustment from this person. I have requested multiple times a full refund, and sourced relevant legal information from both of our countries that support my right to a refund, and **** has continued to contradict his own information regarding his product to try to explain his way out of refunding me.

  Business Response

  Date: 08/20/2023

  You purchased a custom engine tune that we have 100% satisfied.  You sent a log that we have thoroughly gone through and everything is complete and we have tried to explain that to you. The fact you refuse to believe that is probably part of this scam.  You then asked for additional work which wasn't an available option on your vehicle. You then asked for a refund for the entire purchase because we couldn't do the additional items you wanted. We refunded you $125, half of the purchase, even though we had completed all of the work you originally purchased.  If you want anything else, you can contact your credit card company and charge back. Even if we wanted to we can't do anything else with the other $125 as we can only complete a single transaction after the purchase which we have done. That was the $125 half purchase refund.  Your credit card company can do anything else you are requesting. 

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20448069
  
  I am rejecting this response because, in the first few emails in our conversation, you state that you require a certain amount of information to ensure that the tune is optimum, which you later mention you did not receive from me.
  Therefore, by your own words, I would have to assume that the tune did not complete the verification stage and an optimum tune was not assured.
  If anybody would like to read through the information I have provided, there is transmission adjustment available for a 2012 Grand Cherokee, (I have uploaded evidence of this) which is what I believed to be available for my vehicle as well, being that there is NO clarification on HemiFever website to state otherwise. And so, when I was told that it was in fact not available for my model (AFTER purchase), a refund was requested as it does not meet the expectations I had in purchasing the tune in the first place. This should have been clarified on the website, before purchase, not only provided afterwards. This is unfair and misleading. I believe I am entitled to a full refund. If you need my bank details so that you can direct deposit the final portion of the refund, this is something I am more than happy to send via email.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/14/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/6/2022 I ordered a tune from hemifever in the amount of $399.00, on 10/07/2022 **** ****** owner of hemifever emailed me stating he could not tune my truck, after a few emails back and fourth I told **** to refund me the money I had spent. As of 10/13/2022 I have not received my refund nor will he respond to any of my emails about it. I have the receipt with the amount and date that purchased it.

  Business Response

  Date: 10/14/2022

  Your order was never processed. No money was ever collected from you. There is nothing to refund.  If you have a problem, contact your bank about it.