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:07/21/2025

  Type:Service or Repair 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.

  Purchased their advertised tunes for a 2022 F250 7.3. The daily 87 octane tune worked fine. However, when towing, there was constant mid-gear gear hunting while driving on flat roadways. Also, there was an extremely harsh downshift from 7th to 6th gear. I informed 5 star, and they initially tried to fix the issue and send revised tunes. After numerous back and forth, and a handful of revised tunes that just became worse and worse, they refused to continue communicating or trying to fix the issue. The only option they provided was for me to unrealistically tow through each gear manually and record rpms. This request was not possible to accomplish. They then basically just said too bad, and of course, no refunds.

  Business Response

  Date: 07/21/2025

  Good morning *****,

  In order to further dial in your tunes and rule out any tune or vehicle related issues, the best method would be to datalog your vehicle while the issue occurs. I have our datalog steps below and can further dive into your request once we've received your datalog.

  Datalogging: ***********************************************

  Tune Adjustment Form: ***************************************

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23628296
  
  I am rejecting this response because: there is more to it than data logging. They are well aware of the issue. I will not put a bad tow tune back on my vehicle that will cause damage while driving for data logging. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 07/21/2025

  Prior to this review, we have not heard from you since August and October of 2024. Given that timeframe, it is hard to assume that you were still in need of assistance. 
  
  You are welcome to load any variant of your tunes for datalogging. You can also update your X4 to ensure you are on the latest firmware. 

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23628296
  
  I am rejecting this response because: Please recheck your records. I was trying to get resolution only a few months ago. I can provide those email records if necessary. If datalogging was not offered as a resolution previously, why is it now? How is loading a bad tune good for my truck? Again, please fix the original issue(s), and quit trying to avoid responsibility. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 07/24/2025

  Datalogging for any vehicle is always an option. I've attached the last email I have from you from August 23rd of 2024. 
  
  "Made a 175 mile run today towing same trailer/load/weight up the same grades/roads. I did not experience any harsh downshifting as I have with the previous tune, or the gear hunting."

  I would suggest logging this tune in relation to any future datalogging. 

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23628296
  
  I am rejecting this response because:

  Again, recheck your records and see the below response from ****, dated earlier this year.
  

  **** (5 Star Tuning)
  Feb 8, 2025, 12:33 AM EST
  In a couple emails back you stated "The original tune for this truck was great, minus the two shifting issues."
  That's fine with me, I've never said we can make everyone happy. I gave you an option you refused. If you change your mind email back in on this thread.
  ************
  ************ Toll Free

  The option given, is not a realistic option. To tow over a hundred miles for hours and manually shift through each gear and notate RPMs is not reasonable. Thats the final option given. My request to have someone drive the truck, or at least get someone on the phone to discuss were also refused. There were plenty of emails between what you show and the last one attached. If I need to upload the entirety of the conversation from the beginning, I can and will. All I wanted were tunes that worked as advertised. At this point, just issue a refund. 

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/12/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 09/04/2024 I ordered a set of American Racing Headers for my 2013 f150 based on the sale prices 5 Star had on their website. Order #*******. The order was confirmed as received and paid for in full. 5 Star contacts me same day stating that the sale price on their website was an error and insisted that I pay the difference between the sale price and full price of the headers. When I refused, they canceled the order and refunded my payment. The sale price of the headers remained on their website for an additional two days. This is deceptive trade and breach of contract in an attempt to charge customers higher than the advertised price of products.

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair 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.

  They tuned my vehicle in which doing so locked anyone access to adjust perimeters. Im having issues with check engine lights after spending a lot of money on aftermarket parts that they recommended me to buy, insuring I would have no issues with check engine lights. I called to inquire about resolving the issue and they never got back to me, instead they rather lie and say I want something for free. Thats not the case at all.

  Business Response

  Date: 08/02/2024

  Good morning ****,

  You have left many positive 5 star reviews for our company including how much you have enjoyed your vehicle post tuning. You enjoyed it so much in fact that you inquired to work here. We presented an offer to hire you and it was revoked due to your fictitious stories and lies about what you were making with other employees. Whilst at one point you showed potential, your character issues and constant lies have showcased you would not be a good fit for our team. Therefore your offer was revoked. Please take time to perform some soul searching and continue to improve yourself. 

• Initial Complaint

  Date:12/15/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I inquired via email from 5 Star Tuning that they could disable the P04DB error code from my vehicle's computer and they confirmed that they could. When I ordered over the phone, I asked the same question and they confirmed it. Upon receiving their tuner, it did not disable the P04DB error code. When I contacted 5 Star Tuning, they eventually got back to me and said that only my model year of vehicle was the year they could not tune that error code out of the vehicle. When I requested a refund, they stated they would charge a 30% restocking fee. I find that wholly unacceptable. They told me their product would work for my error code prior to making the sale. When their product did not work for my error code, they changed their answer and said that it does not work for my error code. They lied to me to sell me a product and now want to charge me a 30% restocking fee to take back their product that does not work as advertised.

• Initial Complaint

  Date:10/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I paid for a tune, costing $300 for my truck. They claim free tunes for "life", assuming no modifications. I've been working with them since July to get the tunes right. They have sent 3 versions, and the truck still isn't right. They claim 3-5 day turn around, and every time has been a minimum of two weeks. I'm on day 25 since my last data log I've turned in for the retune. Their communication has been HORRIBLE this whole time, and completely not existent since September 11th. I have a $300 tune and a $500 handheld device that doesn't work right. It's going to cost me $1500 to have the truck retuned, because they won't respond and I have to go else where. Apparently tunes for life, means until they are tired of messing with it. I also had a purchase agreement on the truck, which the buyer backed out because of 5 Star taking forever, which cost me a $45,000 sale. I'm being MORE than fair asking for a refund on the $300 tune.

• Initial Complaint

  Date:12/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I am having problems with programming since my second software download. My device will not connect to my vehicle. I have called repeatedly in the last two weeks and all I get is voice response to contact each department. EVERY department (sales, tech support, etc) has a voice mail that says ''this person has a voice mail that hasn't been set up". I have called and waited on line for a response up to an hour. The voice assistant says the wait can be up to 3 HOURS. After waiting on the phone for an hour I took the option of a call back to my phone. That was 3 days ago and no call back. I tried again yesterday with all the same results. NO ONE can be reached at this company. I have a $600 device that is now a paper weight. I bought in August of 2022. It is 12/2/2022.
  

  Business Response

  Date: 01/22/2023

  Business Response /* (1000, 5, 2022/12/12) */
  Good afternoon ******,
  
  We hate to hear you are having an issue with your device. Give us a call anytime and we will be happy to assist you. I searched your number in our system and the call/voicemail I have from you is from 8/21/2022.
  
  In regard to your complaint, we do not have a voice attendant. We have no part of our systems that states timeframes could be a wait time of 1 to 3 hours. The systems rings for 30 seconds and then goes to voicemail if all agents are on the line.
  
  When you have a moment we can be reached at 843-536-1244.
  
  
  Consumer Response /* (2000, 7, 2022/12/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  After they called me, we had discussion about my problems reaching them. They admitted they have a new phone and voice mail system that has been a problem since it was installed. My comments about what I experienced are in fact the truth. After they admitted their phone and phone system was the issue we agreed to move forward with resolution of my problems with their software. I've had a good relationship in the past when I bought their system and hope to continue in the same vain.