Complaintsfor5 Star Tuning, LLC

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  12/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted 5 star tuning asking for what tune was correct to purchase for the fuel economy tune for my vehicle. as you can see in the attached screenshots of the e-mails exchanged between me and Tony from 5 star tuning he states to purcahse the 87 econo with VCT tune. After purchasing this tune I was e-mailed a performance/e-mailing tune. I contacted 5 star tuning informing them that this was not what I ordered as I had already purchased this tune in the past and was wanting a different one. I was never contacted and told that the 87 econo with VCT tune was not available for my application afterall and that another would be sent. when I told them this and requested a refund they will not reply to my e-mail. This item is not what I ordered and have no use for this and could have been resolved immediately if they would have contacted me and told me that it was not going to be what was sent.

  Business response

  07/22/2022

  Consumer Response /* (2000, 6, 2022/05/04) */ Thank you for your response, the business has contacted me and made a complete refund. case can be closed. *******

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an email tune from 5 Star Tuning 5/27/2021. The tune was the performance/tow 87 octane tune for a 2019 Ford F-150 3.5L Ecoboost motor. After loading the tune, I experienced overheating issues along with the tire size correction not functioning. With the stock tune and same size tires, the overheating was never an issue in the same conditions on the same road. Nothing else had changed except for the tune. The truck was taken into the dealership and no issues were found with the cooling system. After troubleshooting for months and 12 emails later, the same issues remain. The tune is useless to me and has been removed from the truck. I asked for a refund since 5 Star did not deliver what I agreed to pay for. They declined my request and only offered additional recommendations of moving the license plate from the stock location, replacing the thermostat and using different spark plugs.

  Business response

  11/05/2021

  Business Response /* (1000, 8, 2021/09/21) */ Contact Name and Title: Chris, Owner Contact Phone: XXX-XXX-XXXX Contact Email: *****@5startuning.com Mr. ***** purchased an email tune file from our company on 5/27/2021. We delivered the custom tune file to Mr. ***** on 6/3/2021 at 10:31 a.m. et. It was requested tire size to be changed in the tune. In 2015 and newer applications, tire size must be controlled by the end user. We request tire size information on the vehicle to adjust shift points accordingly. 1. Special Functions- o Install your desired tune into your vehicle from your device o From the main menu, select "Vehicle Functions" o Choose your tire size function and press "apply" o From there, enter your tire height. ie if your tire is a 35, it will likely result in a 34.2 inch tire. Mr. ***** mentioned overheating issues. We requested aspects such as temperature, usage of vehicle, and license plate location to determine what may be causing overheating. One recommendation was to move the factory license plate to the side. The factory location sits directly in front of the intercooler causing airflow to be blocked. Ford oem brackets are available to move the required license plate out of the way. On several occasions we requested more information about the vehicle or usage scenarios and were given vague information in terms of temperature "it was on the red line" when a temperature degree would be most helpful in diagnosing any experienced issues. The tuner provided by Mr. ***** would supply this information. Prior to checking out, our return policy was agreed too. Item 8 states email tunes are non-refundable as tunes are solely labor and a tangible product cannot be returned. https://5startuning.com/return-policy/ We're happy to get to the root of this issue with Mr. *****. We tune hundreds of these vehicles each month and have only had 1 application experience overheating issues.

*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. ↩