Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/29/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  * 19 Mar 2025 o order # ******* * paid $882.00 This order was supposed to ship last week, it didn't. Individual I spoke with on that day said he was working on shipping and would return my call, he never did.I requested a refund and they will not return calls or emails.

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a dual exhaust system from these guys only showed up with one muffler. So much for dual! Message them and expected they would want to make this right and send me the other muffler but no such luck. Three days later before I got a response want me to send the whole package back. At this point I have no trust in them at all. I’m just asking for what I paid for.

  Business Response

  Date: 08/02/2023

  We appreciate the opportunity to address the concerns raised by Mr ******** regarding their recent order of an exhaust kit from our eBay store. We apologize for any inconvenience they have experienced and would like to provide a comprehensive overview of the situation.
  
  Mr ******** placed an order for an exhaust kit on July 24, 2023, which was delivered on July 28, 2023. On the same day, they contacted us to report that the kit was missing one of the two mufflers. We promptly initiated an investigation by contacting the ***** *********** distribution warehouse, the source of the shipment.
  
  To facilitate the investigation, we requested photographs of the box and label from Mr ********* which they provided after our office hours on Friday. Over the weekend, while our office was closed, Mr ******** continued to reach out with further inquiries.
  
  On the subsequent Tuesday, we engaged with the manufacturer, who confirmed that a new kit would be sent to Mr ******** upon receipt of the original kit. To arrange the return of the original kit, we requested an email address from Mr ******** to send them a shipping label. Both the shipping of the replacement kit and the return of the original kit were offered at no cost to the customer.
  
  Unfortunately, Mr ******** declined to follow the manufactures policy by retaining the original kit and only requesting the missing muffler. Their policy, in alignment with standard procedure, requires the return of the original kit to initiate the replacement process. Our aim is to ensure a fair resolution for all parties involved.
  
  We understand the frustration Mr ******** has experienced throughout this process and apologize for any inconvenience caused. Our priority is to deliver quality products and excellent customer service, and we remain committed to resolving this matter satisfactorily.
  
  We kindly ask for Mr ********'s cooperation in adhering to the Pipes Performance company policy, which will enable us to proceed with the replacement process. For any further inquiries or concerns, Mr ******** is encouraged to contact our customer service team directly.
  
  We apologize once again for the inconvenience and thank you for your attention to this matter.
  
  Sincerely,
  Kenneth T*******
  KT Performance Inc

• Initial Complaint

  Date:01/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a gps through the ******* website which was incorrect, that they fixed and kt performance directly sent me what i though was going to be the correct one, but after receiving the new gps, i realized i was sent the wrong kit, and i get it, that can happen, but what shouldnt happen is waiting almost 3 month for a return and the correct kit. Every time i call i got blown off and waited months to get a response or never even got one. I have to keep calling and badgering to even get a response. I am owed 177 dollars by them and i should have to keep calling to get my money. I would never do business with them again

  Business Response

  Date: 01/10/2023

  ***, can you please advise who you were dealing with at KT Performance? If not, what phone number were you calling from so that we can look into this issue for you. I found no ******* orders from a ***************** or ************************* in our sales history. Do you know what the name was on your order? I would like to get this all figured out for you, so please let me know as soon as possible.

  Business Response

  Date: 01/12/2023

  I was able to find someone who says that they did help you and they advised that you have already received the correct item. Please let us know if this is not the case.
  

• Initial Complaint

  Date:07/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Retailer's website contained INCORRECT INFORMATION that indicated a specific item would fit my fifth-wheel camper that I would be driving fromMaryland to Ohio in order to purchase. Because I believed that the seller's website contained accurate information, I spent $412.44 ($389.09 + 23.35 Tax) in order to purchase this item from the seller. After the item arrived, I loaded it into my vehicle and drove to Ohio to pickup my new camper. I made arrangements ahead of time to have the RV dealer install this item in order for me to haul the camper back home. As I was signing all of my paperwork, I was called by the service department to come look at the item that KT Performance had sold me. The service manager told me that the item WOULD NOT FIT my camper. I had to drive over 500 miles living with the fear that because the item sold to me by KT Performance was the wrong model for my camper, I could not make any tight turns with my camper. When I returned home, I filed a dispute with******* and requested a refund of my purchase. My dispute was denied by******* because the seller claimed that "the item associated with this case has been altered while in your possession". I struggle to understand how KT Performance would truthfully make such a claim since the item is still in my possession and has not been seen by the seller. It is my belief that if a retailer incorrectly tells you that an item will fit your vehicle, and it does NOT fit your vehicle, it is the seller's absolute responsibility to refund the full purchase price as well as pay for return shipping. Anything other than such a move is an indication that the seller is not trustworthy and is greedily taking money from his customers. I have a PDF file from the seller's website (see attached) showing without a doubt that the seller's website contained INCORRECT INFORMATION. I also have information from the manufacturer indicating the correct model is ***** NOT *****.

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/07/26) */ The item information on our website is the exact information that was provided to us by Reese (who manufactures the product). As far as returning the item, we absolutely would accept the returned item, but it must be in new condition. If the item had been installed and used, we can no longer sell it to another customer. This information is clearly stated in our return FAQ's on our website. ***************************************************************** If the customer was concerned about the hitch but choose to still install and use the product, we can not except the return because it is no longer in new condition. Consumer Response /* (3000, 7, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was painfully obvious after reading the response from the individual representing KT Performance regarding this complaint that he or she read little, if any, of the documents that I submitted to the Better Business Bureau as a direct result of KT Performance's incorrect website information. How convenient and dismissive for an individual to simply state, "the information on our website is the exact information that was provided to us by Reese". But, as I have have stated previously, and as I will reiterate for at least the third time, the information on the website is WRONG, regardless of what this individual states or believes. Reese did not write the HTML code that displays the incorrect information on the seller's website; either an employee made the mistake of incorrectly indicating that **************** is COMPATIBLE with **********************, or the mistake was made by a third party contractor or a distributor writing HTML code for the seller. I did NOT make a mistake when I ordered the turret box; the seller made the mistake of saying the item would be compatible with my fifth-wheel camper. I hereby challenge this individual to show me, the Better Business Bureau, and any future potential customers who might read this complaint that KT Performance believes in being truthful, believes in admitting when they make a mistake, and believes in doing what's right for their customers. I simply ask to have someone from the company contact the technical support department (800-632-3290) at ************** (who now owns Reese) and ask the simple question, "Is ********************** compatible with **********************?" I myself have called the technical support department twice and was told both times that the item I was mislead to believe would be compatible is indeed NOT COMPATIBLE. The correct compatible turret box for my fifth-wheel camper and ********************** is ***** NOT *****. However, if the ************** technical support department (no one else) answers the above-referenced question in the affirmative, I will gladly and apologetically pay to return the ********** to KT Performance, admit that I was wrong, and accept any reasonable response that they feel would be appropriate, since an affirmative answer that they are compatible would indicate that I made a MISTAKE. On the other hand, if ************** technical support department responds by stating that **************** IS NOT COMPATIBLE with **********************, that would confirm my statement that KT Performance made the MISTAKE. If the latter is determined to be the case, I would then expect an apology from KT Performance, as well as a prepaid return shipment label, and a full refund of my $412.44 purchase price. By the way, the item in question was NEVER installed or used by me or anyone else on my behalf, if that helps allay any misconceptions on the part of KT Performance as to how I have handled this entire situation. I expect nothing less than an open and honest personal response to this complaint, not simply a smug and flippant response. Should KT Performance respond by stating that they called ************** technical support department and an individual there indeed stated that the turret box ***** is COMPATIBLE, I would need the name of that individual at ************** with whom KT Performance received that affirmative response to the question referenced above in order for me to confirm that I was not being told something untruthful. Business Response /* (4000, 9, 2022/08/02) */ *****, the information on the website dose come from the manufacture. The manufacture supplied the product information (including the description) to DCI. DCI then send that data (without any manipulation) out to the website to create the product listing. But that doesn't resolve your issue either way. I can see in the order notes that you had setup a return but it appears that the return was never sent in for inspection. As we had stated before, we will get you refunded as long as the item is returned in new condition. Our policy is that returns must be received within 30 days of purchase but we are willing to go outside of that window to help you out even though your order was placed on May 10th. You first reached out to us twice via email on 6/26 & 7/6 and once via phone call on 7/19 where we had advised that the item could be returned in new condition for a refund. If you need the return information again, please let us know and we will be happy to send that out to you. Consumer Response /* (4200, 11, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) So, in a nutshell, this seller continues to maintain that I made the mistake and that KT Performance was right all along. Hmm. Did the seller even review the Installation Instructions from Cequent Technology (formerly Reese, now **************) that I submitted yesterday that CLEARLY SHOWED that the ***** ********** was not compatible with my camper pin box ******? NO Did the seller call ************** to ask if the item was compatible as I had requested? Of course NOT: he or she doesn't want to admit that the mistake was made on their part. Rather, this individual spent probably about 10 minutes or more reading through the notes entered by staff members when I made a few phone calls attempting to have KT Performance rectify their mistake. This individual was hoping to find something negative to throw back at me, so that he or she would look better. He or she failed to have a staff member contact ************** to answer a simple question, the correct answer to which he or she refuses to accept. This individual has shown me, the Better Business Bureau, and hopefully a few potential future customers that KT Performance does not care about being truthful, does not care about admitting when they are in the wrong, and does not care about how disruptive and disturbing their behavior can be on the lives of their customers. Perhaps he or she was not aware that my bank just today reviewed this dispute and ruled in my favor. From my perspective, my bank obviously knew that I was being truthful and CLEARLY NOT trying to take advantage of someone else, as appears to be the case with KT Performance. Simply put and in conclusion: I have in my possession the unused, never installed, incorrect turret box that KT Performance mistakenly convinced me to buy from them. I will be more than happy to return this item to either Myer Distributing or KT Performance AFTER I receive a prepaid return shipment label via email. Business Response /* (4000, 13, 2022/08/04) */ You had previously already setup a return but the return was never sent in. As we had stated before, we will get you refunded in full as long as the item is returned in new condition. Our policy is that returns must be received within 30 days of purchase but we are willing to go outside of that window to help you out even though your order was placed on May 10th. If you need the return information again, please let us know and we will be happy to send that out to you. Consumer Response /* (4200, 15, 2022/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) You made the mistake not me. Send me a prepaid return shipping label. I should not have to pay over $55 to send this item back to Myer Distributing; you should pay for return shipping costs because YOU caused me to purchase an item that is NOT COMPATIBLE with my camper. Business Response /* (4000, 17, 2022/08/08) */ Per the return policy, the item can not be returned at all. We are going outside of that policy by allowing for the return of the item. Do not ship the item to Meyer Distributing. Because it is outside the return window, they will not accept the return and therefor will not refund for the return. The item must be returned to us at the address below: 1502 Max Hooks Road Suite D Groveland, FL. 34736 The item must be returned in new condition. Consumer Response /* (4200, 19, 2022/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will be more than happy to return the item to your location. I have no use for an item that was sold to me because your website contained INCORRECT INFORMATION. Simply email me a prepaid shipping label to my email address:********************** You can end this complaint by simply following these directions. Business Response /* (4000, 23, 2022/08/22) */ Per the return policy, the item can not be returned at all. We are going outside of that policy by allowing for the return of the item. The item must be returned to us at the address below and received in new condition: 1502 Max Hooks Road Suite D Groveland, FL. 34736 Consumer Response /* (4200, 25, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I have truthfully stated on numerous occasions and as this merchant has failed to acknowledge, his website incorrectly identified the item as being compatible with my recreational vehicle. He refuses to review any of the documents I have provided from the manufacturer that clearly indicate he created this problem; not me. The item is available for return to the merchant at his expense. He simply needs to email me a prepaid return label, and the item will be shipped the next day. I should not have to pay $75 to ship this item to a merchant who mistakenly told me the item would fit my camper. He made the mistake; he needs to fix it. Item is boxed up and ready to ship. Just send me the prepaid label, and this issue will be resolved. Business Response /* (4000, 27, 2022/08/23) */ The issue was brought forward after the allowable return window as per the return policy. We are going outside of that policy by allowing for the return of the item. The item must be returned in new condition to us at the address below: 1502 Max Hooks Road Suite D Groveland, FL. 34736