ComplaintsforDNA Specialty, Inc.
Motorcycle Supplies
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Complaint Details
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Initial Complaint
08/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a front rim from the company for my motorcycle. I had to send it back because it needed to much custom work to make it fit. Contacted customer service to send it back, I talked to One of the **** named ***** he told me ship the wheel back for a refund. Now it's been weeks later with no refund. I'd try numerous times to contact and resolve this issue. Every time I'm put on hold then it goes to voicemail or they're on lunch or break.Business response
08/29/2024
The customer was refunded on 8/20/24Initial Complaint
05/14/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
They are unprofessional when customers are ordering parts on their website, they are not properly listing the items and descriptions of what they are selling. For instance, I purchased a 23 inch front rim for my motorcycle and they sent the sent the whole kit. They sent me the rotors as part of the kit. They sell this all the time but when I actually rode off it locked up the front end of my motorcycle. I actually fell off the motorcycle because of this. It scratched the crash bar of my saddlebag. I called the company and talked to **** and the kit did not align with my system of Harley ********* I reordered the front rotors and they sent me 2 mismatched rotors. I had to call them back and they were a little irate, got belligerent and then they avoided my calls. Now they are not talking to me. I just want them to contact me and to send me the correct stuff that I ordered.Business response
05/14/2024
This customer was given every consideration and respect, with not allowing us to complete the paperwork to return his product for exchange he continuously calls on both the office as well as my cell phone even after he was told it has been taken care of.
The resolution is a return label will be mailed to him as we instructed and his product exchanged.
Initial Complaint
01/23/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I bought rims tires rotors and rotor bolts for my motorcycle, rear one leaked while i was riding within 12 hrs of install and ruined my rear tire. i called the same day within 20 minutes of realizing there was an issue. ***** from DNA said send it to me ill fix it and replace your tire. i took pictures of the *** number, sent wheel assembly to DNA. they sent my assembly back with the ruined tire back to me. i called yet again, after months of emails and calls they send me the wrong expired tire. i email and call again multiply times, send that tire back, 40 plus calls and emails again and 6 moths later i dont have my tire.Business response
01/29/2024
Hello, thank you for notifying us about this matter. We have provided ****************** with communication throughout the issue. We have ordered the item he requested and are awaiting its arrival. We will ship his item out as soon as we receive it.Initial Complaint
05/09/2023
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
At the end of January I purchased motorcycle hubs. They didnt fit I returned them to DNA where I was told I needed to speak with ***** the parts manager. Upon speaking with ***** he asked if I had the rim, I got the rim to compare the hub to the rim once he noticed it didnt lineup he agreed to the return he then inspected the hub which should be seen on lobby cameras and said wait on ******* who handles the return. ******* then came out checking my bank information was correct and said allow 3-5 days for the refund. A week later I call speak with ******* who informed me there will be no refund as the hubs are damaged. I explained that the manager knew of the scratches and accepted the hubs as not damaged. Upon speaking to ***** finally after playing phone tag for weeks, then agrees to the refund after saying he didnt recall the incident. After another week I contacted my bank asking for a refund as I dont have the product. DNA then reversed the refund saying I do have the product. I then received a text message from ***** saying I will not receive a refund as I have received two charge backs from chase and I can pick up my parts from DNA. I have proof of the text message but unfortunately only the receipt of purchase. But the text shows proof that the company received there product back and I was not lieing about receiving and returning there product. ***** should be held accountable for accepting the return and authorizing ******* to process the return and then going back on his word.Initial Complaint
01/18/2023
- Complaint Type:
- Order Issues
- Status:
- BBB unable to locate business
The company DNA specialty is next to impossible to get in touch with to solve warranty issues!! The worst customer service I have ever experienced. They will bad mouth you to no end to make themselves look like they're in the right. It took over a month for them to respond to a warranty issue. They ended up extending my warranty until November of 2022 instead of Aug 2022 but there were a major health issue in my family that took up my time. I contacted them the 1st week of January 2023 and explained my issue and they didn't want to hear it and will not honor my warranty. The company has horrible reviews on ****** reviews and it seems like everyone has the same issues I am having with this company.Initial Complaint
10/14/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- BBB unable to locate business
I ordered an air cleaner (amongst other things) back in March ******************************. At that time the bracket that came with the air cleaner was out of stock and they were to send it as soon as it was back in stock. It is now October and still no bracket. We would like to return the air cleaner for a full refund.************** I have called countless times and left countless voicemails, most of which are never returned. I spoke with****** yesterday and he assured me he would send out an email with the return label himself. He said I would have it within an hour or two. Again, nothing came. Now I'm back to leaving more unreturned voicemails. I have had it! Maybe I've been lucky so far but this is the worst customer service I have ever experienced. REF order# **** A************Initial Complaint
07/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
DNA specialty will not return my phone calls which has been on going for a month when they promise to return your call. All I'm asking is for them to extend a warranty until October on a motorcycle wheel which has started to rust in less then a year. The warranty is ending in August. I have sent them pictures a month ago so they have proof of the damage. And I call them every day and nobody returns my calls.Business response
07/27/2022
Business Response /* (1000, 5, 2022/07/26) */ Hello to whom this may concern our customer ***** ****** has filed this complaint because he was not happy with our response for his warranty on wheel. ***** was told by management / our technician that we can repair his wheel now since it is still under warranty. He refused us to fix it now because according to him its "nice riding weather." All of our wheels are under warranty for a year, his warranty expires this month but wants to continue riding until the end of the year. He wants us to extend his warranty until October but due to company policy we can not do that. He calls us continuously about this matter and wants us to change the warranty policy for him and we can not do so. He was given an option to fix it now but refuses to. Consumer Response /* (2000, 7, 2022/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company agreed to honor the warranty after the warranty endsInitial Complaint
06/15/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I paid for a product and shipping costs on their website. A few days go by and I get an email saying I need to pay additional shipping costs before they will ship the product. I question as to why I have to pay 2 lots of shipping and no reply. I then send a second email asking what's happening and no reply. I send a third and the same thing. I also try emailing the email on their website and no reply. I feel as though I've been scammed out of $*******Business response
06/16/2022
Business Response /* (1000, 5, 2022/06/16) */ Hello, our customer service team for the online department has contacted the customer in regard to his order. This customer is located in ********* and there is an additional cost for shipping. Customer refused to pay the shipping, so our team & the customer agreed to cancel his order. When the customer was informed about cancelling the order he was refunded right away. A refund transaction takes about 10 business days to appear to the customers account. Consumer Response /* (2000, 7, 2022/06/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept their response but I have read some reviews where they "give" refunds but it takes longer than the 10 business days and they give the customer the runaround. So we will see. Horrible customer service.Initial Complaint
02/11/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I purchased the trike kit for a **** **** Street *** on 8/13/2021. On 8/23/21 I reached out to them to see if they had tracking, they did not. Response was: we're shipping out the **** , swing arm , tree today ( more body kits eta next week I reached out again on 8/30 to see if they had tracking, Response was: call ***** ** *** we don't have any body kits in stock ************** Sept 3rd: ********* ******* freight shipping info arrived. Sept 20th Received *** for the wrong ****** tree they sent: Hello **** Customer Service will email over *** # to return the Triple tree & refund back $ ****** * the smooth one you need we DNA Discontinued it last year . Received the Body kit Minus the frame sept 24th, October 5th received the Frame and mounting brackets. Since I have gone back and forth with ***** about the trike kit not fitting right. It is not centered and the drive belt rubs on the frame. The body kit frame does not align with the frame of the bike. I have left countless messages with *****, and he simply will not call me back. At the end of December I asked for a full refund and he agreed to process it and send a return shipment label. This has not happened. I just want the ***** kit returned and to be refunded for it.Business response
03/08/2022
Business Response /* (1000, 8, 2022/02/28) */ Hello, I do sincerely apologize for the inconvenience this has caused you. I have spoken with upper management, and they will provide you with a refund. I have also got with our shipping department to get ************** to pick up the Trike Body kit & the rest of the remaining order. I have emailed you all the labels you would need to provide the*************** to bring shipment back to us. Consumer Response /* (2000, 10, 2022/03/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) DNA Specialty sent me the shipping label to ship the trike kit back to them and have provided me a full refund.Initial Complaint
10/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased rims for my motorcycle in January of 2021 I tried to contact them around July 2021 when I realized that my rims were rusting I received no call back I tried to call back again and still they have not reached back out to me my rims are continuing to rust my bike is garage kept and does not get left out in the weather everBusiness response
10/20/2021
Business Response /* (1000, 9, 2021/10/19) */ Hello, The customer has been contacted and will be receiving a return label regarding invoice # XXXXXX. Issue he is having is his rear rim is rusting have received photos and will be repaired due to still being covered in warranty. Consumer Response /* (2000, 11, 2021/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes they finally contacted me and stated they were Goingbto begin the process. How ever my issues are with both front and rear rim. My front rim was purchased online and not direct from DNA. I spoke with there online rep and I AMD waiting for replied from both departments.
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Customer Complaints Summary
14 total complaints in the last 3 years.
6 complaints closed in the last 12 months.