Livernois Motorsports Poor Customer Service

[JLSuperfly]

[Dan Millen]

Originally Posted by g8lover

Sorry to hear that they did this to you... not unique for sure...

I had work done by them and then wanted by exhaust and cats back, they said they were stolen and i was out of luck..."sorry man" they said... no offer of discount, no money for them,, nothing..

then i wanted to have my ecm unlocked an put back to stock cause I was going somewhere else, and when they "tried" they said they couldnt cause there was something wrong with my ecm... but ecm worked fine.... just they couldnt access it... then come to find out they had a issue with their "server" or data storing and they lost all my stuff... again... "sorry man"...

Chuck,

It's good to hear from you. I know it's been a long time since we hung out at the track. I just wanted to chime in to see what the possible issue is. I know it's been close to 7 years since the G8 was last in here, but I guess I didn't know there were any outstanding issues from back then. I know the exhaust setup, unfortunately we aren't a storage facility, so we can't keep customer's parts after a certain time, but even then I am pretty certain that we offered to get you another stock system, and you said you weren't worried about it. So, I guess I am wondering why this is coming back up almost 7 years later. Also, for the ECM, I know that you were having some welding done, and had the ECM in it, which made it so we couldn't communicate with the ECM. Luckily, one of our good friends was able to restore it for you and get it situated, but it would not communicate when it was brought in. Either way, my buddy was able to get it situated for you and you were good to go. so I just don't know why there is something getting brought up out of the blue that we helped get situated 7 years ago. Maybe I've missed it, but I haven't heard of you posting about the times you wanted to come back to have us fix your tunes from other people, fix engines, or tune the transmission again after going through 4 or 5 big dollar builds. But, I just don't understand why these two items that we thought were resolved 7+ years ago would be a big enough deal to post about compared to the other problems you had with the car since then.

Look if you tell me your good with the resolution then "we're good". But to continue to throw jabs across the bow I will never understand. I remember even calling you a couple years ago when you posted some negative stuff before. You again told me no problem "we're good". So is there something we can do to stop the jab throwing?

[booneSS13]

Originally Posted by Livernois Motorsports

At the end of the day, why we are taking our stance is you are trying to paint the positive things we did for you as a deviance. there were 2 legitimate mistakes that we made, but there are no companies that pay for downtime, nor do they pay for you to purchase parts from other companies, and reimburse expedited costs from other companies.

We are all for correcting mistakes, and helping, but you can't make a decision and then dictate that we must do something outside of normal policy. At the end of the day, we aren't even certain that the pushrods that you used, or didn't use were right or wrong because there were so many issues with the install performed, but we did our best to help tech, and support you throughout the build.

As for the price discrepancy, All documents are the same pricing, so I really don't know why there would be any thought that it would be $200 instead of $350. But, if you are meaning you had talked about repair before the heads were here, I could see someone saying if we went through them and everything was fine it could be $200. This would make sense for tear down, quick visual, washing components, and replacing seals. But, since there was damage that required component repair and replacing, it was not just a basic job.

There is nothing done on our part that was deviant, and while we do our best to ensure that we send everything out properly, things can happen. If the package were lost by fedex, would you ask them to pay for downtime for the car, or to have them pay for expedited replacement when you only paid for ground shipping? This is why proper planning is very important, and why when we are working on a vehicle, we don't bring it in, and especially don't start disassembly until all of the parts are in hand, and verified to be correct. unfortunately it's quite common in the marketplace for companies to do the opposite so they can rake in extra funds for the car tying up a hoist.

I don't know what more we could have done beyond refunding used parts, and paying for you to buy parts elsewhere to speed up the job. As for the interface for tuning, how are we to know what a manufacturer has in inventory unless they report back to us that it's on back order? We had no advance knowledge that their would be a delay, hence not communicating it up front. I don't understand why you're painting us offering an alternative, and our expedited solution for you as a negative rather than the positives they actually were.

The deal is that you guys dropped the ball too many times with me as a customer. There should have been some form of compensation for the inconvenience of you all caused me by the mistakes you made. My car is a daily driver and I needed back on the road as soon as i could possible.

I had to pay for overnight shipping because it would've been at least 3-5 days for you to receive the pushrods and another 3-5 days to receive them back after getting the wrong size from you. Luckily I have a local speed shop in town to pick up the cam bolts from or it would've been another 3-5 days I would've had to wait. I should've been contacted by someone about the tuning software being back ordered. Instead no call no nothing I had to call you guys to find out it was not going to be shipped until the next week. That isn't very professional. That costed me another week.

As stated previously you guys need to do something about your software locking people out of their own ecu's. It is a major inconvenience if the owner moves the car out of state and sells the car out of state and it makes it seem like you're trying to marry the customer to your company. I myself did NOT receive a free of charge offer besides shipping of course to flash it back to stock when I initially called and asked. And if you guys do offer that as an option it would've been fair if I would've been told. I should've been told a price on the heads before the heads were completed and I was not, and didn't really appreciate that especially since the price was more than what was anticipated by one of your reps.

I'm just saying for all the inconvenience there should have been something done to show that you guys are truly sorry for the inconvenience. And a more apologetic attitude from the reps would have been nice. I as a customer felt as if I was blown off the whole time.

[1KillerSS]

I have found over the 4 years of owning my fifth gen, that of all the people I have consulted, and done business with, that Livernois has been more than helpful, and one of the few people who have offered help, even when there was no money in it for them. They have on multiple occasions answered all of my silly questions, offered to communicate directly through phone conversation, as opposed to email. When I have needed support for their products, they have gone above and beyond to answer my queries.

I am sorry that the OP has not had what he considers a positive experience, and glad to see Livernois responding to his complaint. Even through a public forum. I think you will be hard pressed to find much negative feedback about them, and from what I have seen your in the minority.

Not saying that to take away from your experience. Just providing my experience about them. Good luck.

[bmbbl be]

well I have had my car to livernois several times for performance work. each and every time they did exactly what they say they would do with great care to my car.

my last experience was last summer when I had a very pesky check engine light that I couldn't get handled here in ohio by the dealer. so livernois came to pick my car up, they did in fact get my car fixed and ready for ECHECK with all the monitors being "ready"

the best part was they didn't charge me anymore that originally quoted. and trust me they had way more time in it than I was billed for , plus the trailering of my car was priced very well for the time they had in it going back and forth.

[booneSS13]

Originally Posted by bmbbl be

well I have had my car to livernois several times for performance work. each and every time they did exactly what they say they would do with great care to my car.

my last experience was last summer when I had a very pesky check engine light that I couldn't get handled here in ohio by the dealer. so livernois came to pick my car up, they did in fact get my car fixed and ready for ECHECK with all the monitors being "ready"

the best part was they didn't charge me anymore that originally quoted. and trust me they had way more time in it than I was billed for , plus the trailering of my car was priced very well for the time they had in it going back and forth.

Congratulations

[Crim]

Originally Posted by booneSS13

Congratulations

He's dead on topic. Livernois customer service.

[Livernois Motorsports]

Originally Posted by bmbbl be

well I have had my car to livernois several times for performance work. each and every time they did exactly what they say they would do with great care to my car.

my last experience was last summer when I had a very pesky check engine light that I couldn't get handled here in ohio by the dealer. so livernois came to pick my car up, they did in fact get my car fixed and ready for ECHECK with all the monitors being "ready"

the best part was they didn't charge me anymore that originally quoted. and trust me they had way more time in it than I was billed for , plus the trailering of my car was priced very well for the time they had in it going back and forth.

Thank you for the kind words! This is exactly what we strive for!

We do our best to legitimately give customers more than what they expect. Of course, we can misstep, and it happens, and we try to correct those mistakes, but there are limitations to what can/should be done for each and every situation. And while it's true that sometimes you can't please some people, we never try to take that attitude. We just want people to know that we did go above and beyond, yet those items we did outside of normal policy are being used against us. And yes, often times people will tell you that your solutions are fine, and they are good with things, and then the wind changes and they decide they aren't. In those situations, there is nothing we can do about anything.

[lkurek]

Boone.....this was clearly something that got under your skin, you told everyone why and the vendor was able to respond. We know you will not bring your business there again, and that is fine...your car, your money, your choice.

Im just saying this has been beat to death....let the comments stand. I know Livornois has been around a while, and has a good reputation. Like anyone, they are not perfect, and it was good of them to jump in and fess up that they are human and screwed up your pushrod and cam bolt part of the order. Some people will find that disturbing (I do, as there are a lot of newbies that will rest on the quality and vendor sending correct parts, and not measuring as they should....), but in the big scheme of things.....if they are 98% good.....

Let this go please......enough said on both sides.