Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Borla sold a muffler ( through a reseller), but also on their website that doesn't fit my car as they say it should. They included installation instructions for a cat back system that they don't sell any more. They sold me an axle back system without appropriate instructions. The installer showed me where he thought the stock exhaust should be cut based on the length to the tips of the tailpipes and he indicated that the angle to the stock pipes does not match their product, and nor do their incorrect instructions state where to cut the stock pipes for an axle back only installation. IF custom installation including custom made or custom bent pipes is expected with this product, then they should have said that on their product page. As it is the instructions they provided say not to proceed cutting the stock exhaust system unless all parts on page 2 are onhand. And since they stopped making this part # 60524, according to their installation instructions, the install should not proceed. While I purchased from their reseller CSP Racing, my issue is with Borla who is selling a product that is missing parts. Also CSP doesn't answer their phone.

  Customer response

  10/07/2024

  Hi 

  A more experienced rep from Borla contacted me yesterday and agreed that their installation instructions were misleading. He assured me that if my installer skipped pages 1-4 and started on page 5, their axle back muffler would fit my stock pipes. My installer was able to install the Borla Axle Back Muffler successfully today. So, I conclude that Borla's bad installation instructions caused this problem. They admit to that. I'm happy with the product, but not at all happy with Borla the company who wasted many hours of my time (ended up being four trips to the muffler guy and two times onto their lift...many hours off work). Such a simple fix to their documentation would have saved so much time, money and aggravation. I can only conclude that they just don't care how much of other people's time they waste.

  We can close this issue. 

  Thank you,

        J*** ****

  

  Business response

  10/07/2024

  This issue is regarding Borla part number 11823, an Axle-Back exhaust system which can be installed by cutting the stock mid-pipes and clamping our parts on, with no further modification.  Part number 60524 was an optional part which we sold separately, but chose to discontinue due to poor sales. 

  The installation instructions for this system include cutting measurements for both the Cat-Back (Either 11823 or 11824, combined with 60524) on page 3, and cutting instructions for the Axle-Back (Either 11823 or 11824 only) on its own (page 5).

  Page 2 of the installation instructions shows BoMs for three different systems, which we sold separately.  Two axle-backs of different sound levels (11823 and 11824) and the optional x-pipe (60524).  There seems to be some confusion with the line in our instructions "Before removing the original exhaust system from your vehicle, please compart the parts you have received with the bill of materials provided on the previous page...".  This only means that you should have all parts included on the 11823 BoM, it does not mean that 60524 is required for installation.

  This is not a new part, we have been selling 11823 for almost 12 years now and we have no reason to believe that the customer will have trouble installing it onto a car with a stock exhaust.

  Product page for 11823 (****************)
  

  Installation instructions (****************)

  Customer response

  10/08/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22381790, and find that this resolution is satisfactory to me.

  A more experienced rep from Borla contacted me yesterday and agreed that their installation instructions were misleading. He assured me that if my installer skipped pages 1-4 and started on page 5, their axle back muffler would fit my stock pipes. My installer was able to install the Borla Axle Back Muffler successfully today. So, I conclude that Borla's bad installation instructions caused this problem. They admit to that. I'm happy with the product, but not at all happy with Borla the company who wasted many hours of my time (ended up being four trips to the muffler guy and two times onto their lift...many hours off work). Such a simple fix to their documentation would have saved so much time, money and aggravation. I can only conclude that they just don't care how much of other people's time they waste.

  We can close this issue. 

  
  
  Regards,
  
  J*** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered.a muffler for my 2021 Subaru Forester. Paid and.got a Payment received message but no.confirmati9n. It's been around 10 months and no muffler

  

  Business response

  05/02/2024

  We are sorry to hear that Mr. A**** has not received the part he paid for, and we would like to help.

  Unfortunately, we are unable to find any record of an order for Mr. A**** in our system.  Was this part ordered directly from Borla, or through a distributor? 

  Please provide an order number or another form of order confirmation.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a defective product this is the w second time as borla has bad batches of their products wand even admitted to your own company the same D**** ***** refuses to honor and fix my corvette I had to take my product and try to get corsa another competitor which will not fit David apologized and said he was refunding the money never did k sent him the bill and also I have a letter from him admitting he is at fault and that he was refunding me and he didn’t also he didn’t replace my system to original condition

  

  Business response

  08/21/2023

  Borla Performance Industries would be glad to refund this customer.  Their exhaust has developed a rattled for the second time in less than one year and the mufflers have already been replaced under warranty once.  We believe that another replacement system would develop a similar issue due to the tune on their car.  Borla Performance has been offering this customer a refund, but the defective parts need to be returned first.

  Borla Performance is willing to cover the return shipping costs and provide a new box for the return if necessary.  Once the defective system has been returned, the customer will be refunded for the original cost of their Borla system and for the shop charges to remove their Borla system and install a different exhaust.

  To proceed with the refund the customer can follow up with Borla's customer service manager at ******@borla.com.

  Customer response

  08/21/2023

  
  
  I am rejecting this response because:
  I have been promised by C**** boss D**** ***** not to return them and that he was going to refund me and pay for midas install to bring my car back to original condition Too many broken promises they have yet to refund me after several demands and receipts were provided D**** ***** has removed c**** from service manager and took over himself very disorganized completely and they have a lifetime warranty my tune is fine with my vehicle is what checked by two Shops which will testify 
  Regards,
  
  ***** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  08/21/2023

  The defective parts must be returned for a refund. 

  Borla Performance Industries would be glad to refund this customer.  Their exhaust has developed a rattled for the second time in less than one year and the mufflers have already been replaced under warranty once.  We believe that another replacement system would develop a similar issue due to the tune on their car.  Borla Performance has been offering this customer a refund, but the defective parts need to be returned first.

  Borla Performance is willing to cover the return shipping costs and provide a new box for the return if necessary.  Once the defective system has been returned, the customer will be refunded for the original cost of their Borla system and for the shop charges to remove their Borla system and install a different exhaust.

  To proceed with the refund the customer can follow up with Borla's customer service manager at c****[email protected].

  Customer response

  08/21/2023

  
  
  I am rejecting this response because:
  As I was promised to have refund and replace my car to original working condition my attorney has even been involved as a reason of voice D**** ***** doesn’t have an attorney on record but stated he does and refuses to provide me with his attorney contact information if I don’t get what’s promised prior to the bbb why would I trust them now they have made zero faith efforts and lied about having an attorney. If this is not resolved I wil have no choice of a civil action and involve the epa and us consumers safety commission as this is a known issue borla has defective products 
  Regards,
  
  ***** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase product which was sold apparentlyin different versions, wasnt not told, called borla exhaust spoke to Andrew who forward me to c**** in customer service..c**** offered me fix for 230.00 only to call me back 2days later to inform me it cant be fixed..product wasnt explained correctly at time of sale which resulted in me being unsatified with product out come. Offered C**** to return product and switch he declined...product sold was for correct for year and model vehicle, not disclosed it was different version product than originally had..unhappy dissatified customer

  

  Business response

  07/21/2023

  After receiving this complaint, Borla Performance Industries agreed to send customer Humberto L. Berrios a replacement exhaust of his choosing.  The customer was charged for the replacement system up front and then refunded in full for the cost of replacement parts, after the original system was returned.

  Replacement parts were sent to the customer on 6/22 with FedEx tracking numbers 7*********14 and 7*********87.

  The original system was returned to Borla and received on 7/5.  The customer's card was refunded that same day.

  Refund confirmation was sent to the customer on 7/6.

   

  Customer response

  07/24/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20186864, and find that this resolution is satisfactory to me.
  
  Regards,
  
  R** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

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