ComplaintsforDerive Power LLC

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have begged these people for the files to the ** card that I need to make this device work and they refuse to give them to me.

  Business response

  08/14/2024

  After checking our system and seeing that our agent **** replied 2 days ago with the files requested and instructions for use, we had him reach out again today to check if that resolved the issue. Customer indicated that it did. We apologize for the delay; we normally do not pass out that ** as it is a security concern and prefer that our agents connect remotely with the customer to load the ** and then delete it when they are done. This is why we do not have them listed openly for download at this time. We understand that this is not always possible with the Customer's busy work schedules and our limited hours of operation. We will work to have our agents escalate these matters internally when attempting the remote method is not working. Thanks.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reached out on 3/21/2024 to Bully Dog support for help with my BDX Tuner error codes. I have been working exclusively with a technician named "Colt" for almost two weeks now. He asks the same questions repeatedly. He obviously is helping too many other customers at the same time as his responses are anywhere between 2 minutes between replies (acceptable) to 26 minutes to even days later (not acceptable). He even fully admits he is helping other people because it is "Chat Support". I asked if there was a way to get one on one support. He replied 2 hours and 15 minutes later and told me to call into the support line. Unfortunately nobody answers the phone line, it says to call back when they open and then disconnects. He was on my computer using Team Viewer and looked at a few things then disconnected and said nothing. He didn't answer me back for hours again. Now a day later again, he tells me that if I have Team Viewer, they can get on my machine and get what they need to escalate. Well he was literally just on my machine yesterday with Team Viewer. Again, repeating what we have been through already. This is becoming extremely frustrating. I have asked for a supervisor and escalation but he refuses to do either. If this cannot get resolved by end of week, I would just like a refund and I will move on. I also feel Colt needs some customer relation skills training. Ticket# *****

  Business response

  04/11/2024

  Hi *******, 

  We are actively trying to contact you when you have time to troubleshoot with our Senior Tech so that we can this resolved for you

  Customer response

  04/22/2024

  I am still working with Derive to fix my issue. Please re-open this case as it has NOT been resolved yet.

   

  Thanks,

  *******

  Customer response

  04/22/2024

  I am still working with Derive to fix my issue. Please re-open this case as it has NOT been resolved yet.

   

  Thanks,

  *******

  Business response

  05/03/2024

  Hi *******,

  It looks like we gave you instructions on next steps 15 days ago on 4/18 and we haven't received a reply back yet. I also had our Senior Tech reach out via phone and he left you a voicemail. We just need to proceed and see if you are still having the issue after you returns to stock, update the device, and reinstall. 

  Customer response

  05/06/2024

   
  Complaint: 21517742
  
  I am rejecting this response because: Yes I was given a test tune but after driving sparingly for 2 weeks the issue is back again and we are at the same spot as last month when I contacted support. The new tech is fantastic though and responsive with intelligent responses. Please keep this open until the issue is resolved permanently.
  
  Sincerely,
  
  ***************************

  Business response

  05/20/2024

  Hi *******, 

  We have not heard back from you on this issue since May 6th. Did the updated tunes solve your problem?

  Customer response

  05/30/2024

   
  Complaint: 21517742
  
  I am rejecting this response because: After testing for a few weeks, I have the same results. Still throwing check engine codes when using the tuner. **************** has been much much better but the issue is still not resolved.
  
  Sincerely,
  
  ***************************

  Business response

  07/25/2024

  I will be sending this customer instructions to return the device for credit. 

  Customer response

  08/05/2024

  This should not be closed, I am still waiting on a refund. Item has been shipped back but it hasn't been resolved yet.

  Customer response

  08/06/2024

  Date Sent: 8/5/2024 3:45:18 PM
  This should not be closed, I am still waiting on a refund. Item has been shipped back but it hasn't been resolved yet.

  Business response

  08/26/2024

  The customer was sent an RMA Number on 7/25 to send his device back for credit, we have still not received it back. The last response that I have from the customer is 7/25 and I sent him an email on 8/20 asking if he had sent the device to us and have any tracking number? The customer will not be credited for the device until we receive the device in and ensure it is not missing components, damaged, or programmed to his vehicle. 

• Initial Complaint

  12/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a turbo January 2021 and installed it and did not notice much of a power change in my truck. I went ahead and purchased their tuner thinking this will resolve the issue and still did not notice any drastic change. Fast forward a few months and the turbo is leaking oil into my air cooler and is defective all around so I reach out for a warranty replacement. I was told the turn around time for warranty replacement would be **** days from the day they receive the package. Well the package has been received to their facility today marks ********************************************************************************************************* out of work for 3 weeks now and counting as they promised a TURN AROUND of **** days and theirs no product being shipped to me yet. They just toss you from rep to rep and every day say today they should finish processing, the next day comes around and still no word. When you send them another email for an update they just keep saying it should be today and never is. Save your money and purchase at a more reputable place, somewhere where they actually give a s*** and help their customers and stand behind their product.

  Business response

  12/19/2022

  Hi ******,
  
  Your new turbo did ship on Friday 12/16, which was day 14 of the quoted turnaround time.
  
  Please understand that our intent is never to give you the run around but there is only so much information we have on these day by day. These go directly to the manufacturer of the turbo to tear it down and make sure the failure wasn't due to neglect. We are simply relaying back to you what the manufacturer is telling us, which is that it is being worked on.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a Bully Dog Gt Tuner, has been defective from the date or purchase. Have put in many phone calls to them with long wait times and the end result a they can never solve my problem. Just asked to call again the following day. Derive Systems sells faulty and unusable products. They lack the core values of customer service and business. I have called early in the day and have consistently been given a call back at or minutes before closing.

  Business response

  04/29/2022

  Business Response /* (1000, 5, 2022/04/04) */ We reached out to******** on Friday to resolve this issue.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I spent over $550 (bully dog itself and installation) to have the bully dog GT installed in my 2012 Nissan Titan. Last month I put the truck up for sale, the new buyer did not want the bully dog so I followed the uninstall instructions and now the truck will not start. I sent an email to bully dog and got 1 response asking technical information (which I sent an email back with all the information). I never heard from them again. 4 or 5 emails later still no answer back to bully dog absolutely no response at all. I had to have the truck towed to a shop since it would not start and the shop reached out to me and it will cost over a $1,000 to put a new pcm/towing to get the truck running. I googled bully dog and saw all their complaints and issues with their tuner and horrible customer support - which I wish I would have done before I bought the tuner. The main complaint - one cannot contact them by phone and they never answered emails, therefore I am out $1800 and I am left with a truck that will not run. I depend on this truck to get to work everyday, it was sitting in my driveway for weeks trying to get in touch with bully dog. I still do not have my truck - I got the call from the shop about the over $1,000 cost to fix it yesterday. I am extremely frustrated. Sincerely, Victor J. *****

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2022/01/11) */ We are currently in contact with this customer to resolve this issue as well as reimbursing the customer's out of pocket costs. We feel confident that we will have a favorable outcome for the customer. Consumer Response /* (2000, 7, 2022/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company reached out to me immediately and refunded me the money I had spent to resolve the issues I had from the Bully Dog tuner. They also offered to repair the tuner at no charge. I am happy with the resolution.

*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. ↩