ComplaintsforVivid Racing

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a hood from them on April 11 2024 for $1379.16 and was *** it will have to be fabricated I had no problem with that communication has been slim I was initially told it was estimated to ship on 31 of May I verified this multiple time with them and know I am being told estimated to ship by June 28 2024 when I ask all they do is send me the same email stating Hello ******,Thank you for reaching out in regard to your order with us. Your order has been processed and it is estimated to ship by June 28, 2024. We apologize if it will take longer than you expected for your order to ship. Our manufacturer is currently experiencing some production and delivery delays due to lack of manpower. The tracking number will be provided once your order is already shipped. Once we get the tracking information, we will be glad to email you right away. Please give us a call if you need anything between now and when you hear back from us. Thank you and have a wonderful day! I don't know what to believe anymore I want more information on this order like has it even been made yet if I new this is what was going to happen I would of never ordered

  Business response

  06/05/2024

  Thank you for contacting Vivid Racing regarding your custom hood order. We sincerely apologize for the communication gaps and extended lead time you've encountered. We understand the frustration of waiting longer than anticipated. This is a build per order item and the manufacturer encountered production delays. If you are no longer able to wait for the order, you have the option to cancel this order for a full refund. I reviewed all service tickets in our system, and I don't see any cancel requests from you. Please let us know how you would like to proceed. 

  Customer response

  06/05/2024

  I want to know if you are going to extend my ship Date again or if you can verify with the company making my part if it is even being made yet 

  Business response

  06/10/2024

  VIS Racing let us know the order is estimated to ship July 9th. If you are not able to wait for the item to ship, we do still have the option to cancel the order. 

  Customer response

  06/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a tool from them over a month ago. The tool is not available and no longer in production. I canceled my order again over a month ago. They said i would get a refund in 3-5 days. I have email confirmation. Every time i call they send me a sorry our accounting department is working on it. I have filed a fraud compliant with my credit card company and they told them i got the item. Again i have emails confirming that the order was canceled.

  Business response

  05/29/2024

  Hello, the customer was refunded May 29th. The refund was processed to their method of payment, which was Amazon Pay. The Amazon refund transaction ID is ***************************.

  Customer response

  05/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business isnt honoring the price of the wheels they have listed at. Multiple other websites have the same exact wheels listed as the same price. According to their price match policy they honor pricing of other major websites for the same product. Till this day the wheels are listed as the same exact price. They held my money for around a month before refunding me because they claim the wheels are too cheap. Over a month later and the wheels are still listed at the same exact price. Would like the company to honor their policy and deliver the wheels I paid for in the first place. I just received a refund from the company but thats not the resolution I want.

  Business response

  05/28/2024

  We sincerely apologize for the confusion and frustration caused by the inability to honor the price match for the wheels you wanted. We understand your disappointment, especially since the price you saw is still listed on our website. Let me clarify the situation:

  The price you found *** have been for a "base model" of the wheels, while the product on our website is a "special build" with additional features or customizations that *** not be reflected in the price of other retailers. This is why a direct price match wasn't possible.
  

  However, we acknowledge that our communication regarding this could have been much clearer. While we cannot fulfill the order at the price you initially requested, we have already processed a full refund for your purchase. We understand this *** not be the ideal resolution, but we hope it demonstrates our commitment to rectifying the situation.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a tune for the *** (Electronic Control Unit) of my motorcycle. This tune is stated to increase horsepower by 6, and increase torque by 6' lbs. Vivid also states noticeable gains in throttle response. After Vivid Racing had my *** for over two weeks, I finally received it back. There was no receipt, no packing slip, no computer printout of before and after settings. There was zero proof anything had been done to my ***. I reinstalled the *** back into my motorcycle and went for a couple hour ride. I could tell immediately there was no change whatsoever. No extra power, no extra torque, and no extra throttle response. When I reached out to Vivid Racing to inquire about the situation, they said they would have the technician that performed the work reach out to me to discuss. It has been over a week and I have had zero contact from Vivid. When I respond to the emails regarding the lack of work performed, I get an automated response questionnaire asking me how I would rate the service. They refuse to communicate with me on this issue.

  Business response

  04/05/2024

  Hello

  We looked into this, per our tuning department, we do not go by "feel", they did offer to flash a new file on the tune however you filed a chargeback so we cannot further assist until this chargeback is settled or cancelled. 

  Customer response

  04/05/2024

  I dont know what the chargeback means. There is no difference in the performance of the motorcycle after the supposed tune.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I ordered a car hood in January and was tokd it was in stock and would be about 2-3 weeks transit time. It finally arrived in March damaged so I had to refuse the order. I was told 7-10 and a replacement would be on the way as thats how long it takes to settle a shipping claim (vivid stated they could not afford to send a replacement until the cairer paid the claim). Its now been 2 1/2 weeks and i have no answers, no product and no updates. I just want what i ordered in "new undamaged " condition. I SHOULD NOT HAVE TO WAIT OVER 3 MONTHS. Vivid will not reqch out to me, I constantly enail or call for updates and get told, there is nothing they can do, they can not refund me or replace the item at this time. I feel like they are running a scam and "borrowing" money for as long as they possible can until BBB or a lawyer steps in.

  Business response

  04/04/2024

  Hello,

  We are well aware of this situation and have to wait for this claim to be taken care of with the freight company as stated by both us and Seibon, we have to wait for resolution. Communication was sent on the 2nd. We d show you threaten legal action due to our policy we must follow. 

   

   

  Customer response

  04/04/2024

  the policy they refer to was never shared with me prior to purchase, also I was told by ******* that in the event this happened I would refuse the order and a replacemnt would be propley on the way.  Further more, I spoke to ****** and they told me when they recive damage claims and pictures of the damage they order a field destroy and resend the item.  ***** told me 3 weeks ago now that they would have had a replaceme out and that is was in Stock for them to ship when i called.  ****** also stated that vivid used their own shipping carrier so Saibon has NOTHING to do with this claim and vivid will need to buy a replacement and send it to me.  When i told this to vivid they told me "we can not afford to order you a new hood we need to wait to be reimbursed from the shipping carrier", HOW DO YOU THINK YOUR CUSTOMER FEELS, NO PRODUCT, NO MONEY AND YOU CONTINUE TO WASTE MY TIME AND.  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a dash board through this company on Feb. 7 2024. It was supposedly delivered on Feb. 14 it wasn't. It is only my husband and myself living at the home. They sent us a picture of a 1 800 flowers box as proof that it was delivered. The picture doesn't show any building to prove it was delivered to anywhere. It was supposed to have been delivered by Fed Ex the tracking number is ************. The company just told me they are contacting Fed Ex about it. I doubt Fed Ex will do anything about, that's why I am contacting you. Unfortunately I do not know how to up load thing's to show the emails.

  Business response

  03/19/2024

  Hello

  We apologize for this but as ***** reports, the order was delivered. We do have to have a shipping claim filed with ***** for the missing package as this is in our policy.  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Near the end of January I found a tire in a size that no one else had at Vivid Racing. I was super excited, and placed the order. My CC was charged immediately. I emailed the company about the tire to inquire about why they had it when no one else did. I got a response that said the tire would ship at the end of February.I sent multiple emails asking why my card was charged and if the tire was really available and would ship. They repeatedly ignored those questions and responded with platitudes. At the end of February the tire didn't ship and I cancelled my order. I haven't seen the refund yet, but it is still in the allowed time they said it would take. It appears this company may be misleading customers about products, just to "borrow" their money and their customer service team is trained to avoid questions like mine

  Business response

  03/04/2024

  Hello 

   

   

  We show this order was cancelled due to not being in stock and refund processed to your paypal on the 2-29 for the full amount. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased item online on Feb 12th ****. Item was allegedly in stock at a sale price. Received email stating item was on back order with estimated shipping date of one month.Requested cancellation via email with no reply. Requested cancellation via phone call and was told id receive email confirmation. Received nothing. Credit card was charged.

  Business response

  02/21/2024

  Hello

   

  We show this order is refund pending as of today after confirmation. An email was sent to the email on file on the order. 

• Initial Complaint

  02/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Originally ordered a set of HRE Wheels on 12/30. *************************** reached out to me on 1/1 stating that these wheels were discontinued and sold me another set of wheels O#*******. I was not happy with wheels and returned them via RMA *******. On 1/29 I received an email stating my return has been received by the wherehouse. I have emailed the Returns Lead, *****************************, and the only update I get is that the company, Forgestar, needs to check condition of my wheels.

  Business response

  02/19/2024

  Hello, 

   

  We show the refund is pending and will be credited back within 5-7 business days. 

  Customer response

  02/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order late Saturday night and cancelled it early Sunday. Received an email asking to confirm my cancellation at 11AM Monday in which I confirmed I wanted to cancel. I received confirmation that my order had shipped Tuesday and the reason being the order had already shipped even though *** shows the label wasn't printed until 3PM and the package was not picked up until 8PM. I now will possibly have to pay restocking fees and shipping fees to send the product back. Overall a bad experience and I will actively try to avoid Vivid Racing for any future purchases and will try and dissuade anyone from purchasing from Vivid

  Business response

  02/07/2024

  While we are sorry to hear this, cancellations are not guaranteed for ready to ship items. We can have our returns team look into this if a return form was submitted. 

  Customer response

  02/07/2024

  Ill go ahead and submit a return request, but I was told that return shipping fees would apply if I choose to return or deny the package and according to your own return policy I will incur a $10 fee for any return, and potentially a 25% restocking fee which is ridiculous for an item that I cancelled 14 hours after ordering. Im fine with shipping the items back, but having to pay return shipping and potential fees on top of that just feels scammy and according to several posts in the car community across several forums you guys have been guilty of this before.

  Business response

  02/08/2024

  Hello

   

  We do list our returns policy, restock fees are common within the industry. We apologize for the inconvenience as restock fees are based upon vendor/manufacturer discretion. 

   

   *********************************************************************

  Customer response

  02/13/2024

  Your cancellation policy doesnt say anything about an item cancellation possibly not being accepted. I don't think its fair to me to have to pay 195 dollars in order to return an item that was cancelled promptly after ordering due to your companies failure to communicate that with your vendors. I did my part and I should not have to pay for the failure of you to do yours. 

*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. ↩