xc4champ

I am just letting everyone know what poor service I recieved today at MTI. I complained to them, but they were not too concerned about a customer's opinon. A buddy and myself scheduled an appointment for two re-tuning sessions at 2:00 pm. MTI knew that we would be driving 4 hours from Corpus Christi for the appointmemt. We arrived at 1:00pm.
Problem#1: We got the first car on the dyno at 1:15 and it sat their until almost 3:00pm. OK, not a big problem, so they're not too organized. The second car went on and was done by about 4:30 or so.
Problem#2: When we went to check out they said the bill was $150 each. This was twice the $75 each that they had quoted us over the phone on several occasions. When we complained, they half-a$$edly dropped the increase in the price to $37.50. Thanks a lot....a kick in one nut instead of two.
Problem#3 The dyno sheet on my buddies car had no reading for torque, a very important measure in roadracing and no indication of RPM on it. We asked the worker and he simply said the car wouldn't read torque. WTF? He basically said it was too bad and that is all he could do.

As a business man, I would never treat my customers this way. I guess MTI thinks that they have a lock on the market and do not have to worry about customer satisfaction. Hopefully someone will start another shop in the Houston area that will treat their customers better. As for me, if I need more tuning, I will be making the longer drive to LG Motorsports or another tuner to give my business to someone who appreciates it. I hope that others will do the same. Maybe MTI needs to realize that a customer-based business that does not care about customers is one that is short-lived.

usd2sing

wow! sorry for your grief...

it's a long cruz but if your are considering LG, you might also want to check with 21st century.
if they schedule you an appt..and your there ontime. you are taken care of on the spot.
call John or Andy at: 972.417.7177

the whole reason i went to them originally and continue to use thier services is because of thier customer service..

you can read and see more about thier shop a services here:
http://www.21stcenturymusclecars.com/home.asp

great group and easy to work with. they havent steered me wrong yet.
dan


also, you cant beat thier LS1 edit and tune package. Lifetime.

G-Z06

Unbelivable...

Honestly Everyone read this before you make speculation.

For the record: He Xc4champ has posted this on every Car Forum




David Coates Response:

While one point is correct (torque reading), there are several others that need clarifying:

1) Appt Date - When Mr. De La Garza and I spoke on the phone, he indicated that he wanted to make an appt for 5/14 at 2:00PM. This was done and reflected in our appt book.

I was more than a little surprised when he and his friend turned up yesterday at 1:15pm - on a day when we were booked solid with scheduled tunes already. I asked him who he spoke with to schedule the tune and he indicated my sales manager who was off yesterday. I called my sales manager on his cellular phone to discuss the situation and he did not recall discussing moving the appt at all with you.

I know that miscommunications happen in all walks of life and business and I wasn't going to ask you to come back given that I knew that you had driven in 2.5 hours from Corpus Christi so ......

My tuner was out of the shop and wasn't scheduled back until 2:45 pm when he was planning on tuning another customers car that was supposed to arrive (and did) at 2:30. In order to get both your cars retuned, I worked with my other customers yesterday afternoon changing times and offering them discounts for asking them to wait additional time. We close at 4:00 on Saturdays normally - it was almost 8:00 by the time we got finished last night.

I'm not trying to sway your viewpoint on this - just making you aware of another perspective.

Relative to price, our retune is $75.00 - I agree 100% with that, but that does not and has never included dyno time. When I became aware that you were unaware of and upset by this, I immediately discounted it by 50%. This was on top of the 33% shop to shop discounts that I extended to you initially on the tune last year and the discounts on all the parts you've purchased from us.

While retuning your vehicles yesterday, we did have a problem reading torque on both of them and based upon that and your apparent unhappiness, I will refund both the retune and dyno fees that you paid in the interest of customer service. Please give me a call Monday at (281) 870-8787 and I'll either send you a check or credit back your credit cards.

I am sorry that you feel we treated you badly in any shape or form and wish you all the best in your search for a new shop to work with.

Sincerely,

David Coates
Chief Operating Officer
Motorsport Technologies

Dave1

....Wow, great response from David Coates.......
It doesn't get much better than that trying to make a customer happy after a problem. I wish more companies took that approach. When my warranty is up, I'll be using MTI........

Dugmole

What is so unbelievable?

xc4champ

This issue appears to be nearing a point of resolution. MTI reports that they are refunding our money. They are doing the upstanding thing as businessmen and trying to resolve a situation best that they can. I have no intentions of bashing them if they resolve the situation as they have stated that they are.

Grumpy

then why start this thread?? there was already one in General..

xc4champ

They were all started at the started at the same time.

G-Z06

Unbelievable to the fact that the person that started this thread spread this topic all over the internet. Not in reference to what David Coates responded with.

G-Z06

For the record you just gave yourself a wonderful "online" reputation.

I am sure tuners are standing in-line to do business with you and your partner.

blazeone

Damn, I saw this posted on a bunch of forums also. MTI has always done me right, any shop can make a mistake or have issues scheduling. Sometimes these engines just don't want to cooperate with the time clock.

MTI

EVIL

Why didn't you just settle this off forum to begin with? Seems malicious.

savewave

That's what I was thinkin'. And, in the process, you are in conflict with Forum rules.

The Forum allows a factual post on an unresolved dispute with a vendor or another member once all efforts to resolve the issue offline have been exhausted. Then, the post must be factual and cannot be used to bash the vendor or the member. Once the post has been made, it cannot be repeated in other sections or on other days.

jschindler

Sounds like things are working out. But I will still go on record as saying that I have spent lots of time with Jayson (owner of MTI) and many of my close friends have spent a ton of money there. MTI in my opinion is one of the most reputable business I have ever known. I'm not naive enough to think that even great business get crosswise with customers at some time or another. But in the case of MTI I think they are worth standing up for.

RobG03Z06

Ditto...a simple phone call to David or Jayson would have resolved this matter.

Ron H

I have great dealings in the past with MTI. As a matter of fact I am dropping the Vert off there tommorow for a set of Kooks, Kooks Xpipe with high flow cats,a Yank TC install and update to my dyno tune. They are going to do all this in one day.