Complaints

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June 2022 we sent an *** to them to get repaired, we paid for the repair and it came back to us but could not communicate with it, sent it back in July 2022 for warranty repair. Did not hear back until February 2023 when the "diagnostic was completed" stating that a processor repair was needed for an additional $3000.00. We questioned why this was not discovered last year, was told this was hardware, other was software. We have been told that they will NOT return the *** that we sent to them unless we pay an additional $1400. We have tried for over one YEAR to resolve this matter. We have made numerous attempts to escalate this matter to a Supervisor and have been told that there is no supervisor, that the supervisor is away for 3 months, that the Supervisor is not in, and that no Supervisor would be available for 2 weeks. We have left our contact information numerous times in an attempt to avoid our current situation and have never been contacted. We were told that they don't do refunds but according to their warranty "ALL ***'S ARE COVERED BY WARRANTY OR EXCHANGE OPTION." They said we would have to pay for the exchange.

  Business response

  08/04/2023

  The unit, identified by invoice number *** ******, was repaired from being completely non-functional ("dead unit") on May 27, 2022.
  Customer Return: The customer sent the unit back on July 27, 2022. In the return form, the customer reported that the unit now has communication capability but is experiencing "no start" issues.
  Customer Documentation: The customer did not include any dealer report or programming report, but they did provide a report of fault codes. These fault codes indicate multiple issues, and it is noted that it's the responsibility of the mechanic to address these problems.
  Tuner Removal: The customer has been advised to remove all tuners from the truck and reflash it with factory software. The presence of aftermarket tuning software could potentially be causing the issues observed.
  Current Status: After the *** was returned following the customer's report of communication and "no start" issues, it was found to have memory processor issues with no communication. An offer for an exchange or processor replacement was extended to the customer, but there was no initial response.
  Customer Communication: The customer has recently resumed communication, though no details about this communication are provided in your description. As of now, no additional repairs have been performed on the unit.

  We apologize for the negative experience he had with the repair. To assist our customer, I will be available every day next week after 12 PM. The customer can reach me at ************.

   

  Customer response

  08/08/2023

  I am rejecting this response because:   

  They are holding our ECM hostage. They have not repaired it. They refuse to refund. They refuse to return. I want my money back and the ecm shipped back at their expense. I reject their response. They are lying.
  
  My operations manager ***** left her name & contact # numerous times. She has received exactly ZERO responses. 

  Customer response

  08/31/2023

  It has been 3 weeks since we put in our response to their response and have not heard back from them in regards to clearing up this situation, it appears they want to continue to keep our ECM and our money without any rectification.  They made promises they couldn't keep, said they could do a repair for $700 which we agreed to and then turned around and said they made a mistake, it would actually be around $1500.00 instead.  The mistake is their fault not ours, we agreed to an amount that they changed the second we agreed to it.  If they were willing to go back and do the repair for $700.00 then we would be able to get this situation cleared up but they refuse.

  Customer response

  09/18/2023

  It has been almost a month since my last response with nothing sent back to us about getting our ECM fixed.  I hope that the BBB is keeping track of this and making sure that this company's score reflects their inability to solve this situation. It appears they want to continue to keep our ECM and our money without any rectification.  They made promises they couldn't keep, said they could do a repair for $700 which we agreed to and then turned around and said they made a mistake, it would actually be around $1500.00 instead.  The mistake is their fault not ours, we agreed to an amount that they changed the second we agreed to it.  If they were willing to go back and do the repair for $700.00 then we would be able to get this situation cleared up but they refuse.

  Customer response

  10/04/2023

  This is an email sent to Hi-Tech from my operations manager after we sent them a shipping label to get our ECM back without further repairs:

  We have sent you a shipping label to send OUR ECM back to us AT OUR COST. We had paid you for services that were NEVER completed. You have had possession of our property for more than 2 years despite numerous requests to return it. As per below, you have stated that you are willing to return the **** There should be NO charge to send this as we provided you with prepaid shipping label on September 26th, 2023. AGAIN, as has been the case numerous times in the past 2 years, you are holding our property and are refusing to return it. The option that you gave us below was to return the unit as is. So I expect that this unit will be ready for pick up. If someone would actually like to speak to me on the matter, please feel free to call me at ********************. Otherwise I will expect this to be mobile today.

  Customer response

  10/17/2023

  We have spoken to ***** at Hi Tech and are in the process of resolving this issue with them, it is going to be an ongoing thing until our property is repaired and received but it is in process.

• Initial Complaint

  07/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am owner operator truck driver my truck cpc failed I send them to repair it but 3 time I send back because cpc the same code have every time I send it they charge me for test pluse I have to pay reprogramming these Thursday I drive 400 mile to talk to them to give back my money they refuse to me I am distress because them they manger text me to send it back the unit the try charge me again they take advantage me because I am immigrant

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/08/01) */ We did provide the customer with a complete diagnostic report showing it was working properly upon leaving our shop . All of our sales and repairs come with a one-year warranty. The customer can always send back the unit to use the warranty, if there have been any problems with the unit. With all due respect, we were trying to solve his problem and we have never denied him of using his one-year warranty.

*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. ↩